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Hosted PBX User Guide

Hosted PBX User

Guide

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P A C I F I C L I G H T N E T I N C .

Hosted PBX User Guide

V 1.07a

Revision – December 24, 2008

Pacific LightNet, Inc.

1132 Bishop Street • Suite 800 Honolulu, HI 96813 Telephone (808) 791-1000

Facsimile (808) 791-3119 Internet http://www.pacificlight.net Copyright 2006-2008 Pacific LightNet

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TABLE OF CONTENTS

INTRODUCTION AND NOTICES...6

Hosted PBX Description ...6

VOICE FEATURES AND APPLICATIONS ...7

PHONE BUNDLE AND SERVICE FEATURE PACKAGES...7

Phone Bundles...7

Service Features...8

Ala Carte Only Services ... 9

IP Phone Maintenance Program...9

Long Distance Bundled Minutes ...9

Accessories...10

SERVICE FEATURE DESCRIPTIONS...10

3-Way Calling ...10

3-Way Calling User Operation... 10

Anonymous Call Rejection ...10

Anonymous Call Rejection User Operation ... 10

Automatic Call Return / Automatic Recall ...11

Automatic Call Return / Automatic Recall User Operation ... 11

Automatic Callback / Busy Redial Callback ...11

Automatic Callback / Busy Redial User Operation ... 11

Busy Call Forwarding...11

Busy Call Forwarding User Operation ... 11

Call Barring (Toll Restriction)...12

Call Barring (Toll Restriction) User Operation ... 12

Call Forwarding (Unconditional/Immediate) ...13

Call Forwarding User Operation ... 13

Call Hold...14

Call Hold User Operation... 14

Music on Hold... 14

Call Park ...14

Call Park User Operation ... 15

Timed Recall ... 15

Call Pickup...15

Call Pickup User Operation... 16

Call Transfer ...16

Call Transfer User Operation ... 16

Call Trace ...16

Call Trace User Operation... 16

Call Waiting ...17

Call Waiting User Operation... 17

Call Waiting with Caller ID ...17

Call Waiting with Caller ID User Operation ... 17

Cancel Call Waiting ...17

Cancel Call Waiting User Operation ... 17

Caller ID Name and Number ...18

Delayed Call Forwarding ...18

Delayed Call Forwarding User Operation ... 18

Do Not Disturb...19

Do Not Disturb User Operation... 19

Find Me / Follow Me...19

Hotline / Ring Down Phone ...19

Last Caller ID Erasure...19

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Line State Monitoring...20

Line State Monitoring User Operation ... 20

Mandatory Account Codes ...20

Business Group Account Codes ... 21

Personal Account Codes... 21

User Operation ... 21

Message Waiting Indicator ...21

Default Settings... 21

Multi Line Hunt Groups ...22

Queuing... 22

Hunting Algorithms... 22

Music on Hold ...23

Music on Hold User Operation... 23

PIN Change (Voice Service PIN) ...23

PIN Change User Operation (Voice Service PIN)... 24

Priority Call / Distinctive Ringing ...24

Reminder Call ...24

Reminder Call User Operation ... 24

Remote Access Call Forwarding...24

Remote Access Call Forwarding User Operation... 25

Screen List Editing ...25

Selective Call Acceptance ...25

Selective Call Acceptance User Operation... 25

Selective Call Forwarding ...25

Selective Call Forwarding User Operation... 26

Selective Call Rejection...26

Selective Call Rejection User Operation ... 26

SimRing (Simultaneous Ring)...26

SimRing User Operation ... 26

Single Digit and Speed Calling ...26

ADVANCED FEATURES AND PRODUCTIVITY APPLICATIONS...27

Attendant Console / Admin Phone...27

Auto-Attendant ...27

Communications Center ...27

Voice Mail and Message Center ...27

Voice Mail User Operation ... 28

Initialization ... 28

Inbound Fax to Email...28

Music on Hold ...29

Conference Center...29

SERVICE CODES QUICK REFERENCE...29

VOICE FEATURE INTERACTIONS AND CONFLICTS...32

Call Lists / Call Logs...32

Last Caller ID Erasure...33

Call Forwarding (all)...33

SimRing ...35

Find-Me / Follow-Me ...36

Basic Line Hunting...36

Caller ID ...36

Automatic Recall ...36

Call Trace ...36

Selective Call Rejection...37

Anonymous Call Rejection ...37

Do Not Disturb (DND)...37

Selective Call Acceptance ...38

Priority Call ...38

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Reminder Call ...39

Three Way Calling ...39

Call Transfer ...39

Call Hold...39

Call Waiting ...39

Speed Calling ...39

Call Barring ...39

Mandatory Account Codes ...40

Long Distance Mandatory Account Codes... 40

Call Pickup and Directed Pickup...41

MADN (Multiple Appearance Directory Number) ...41

MLHG (Multi-Line Hunt Groups) ...43

Line State Monitoring...43

Call Park ...43

CUSTOMER NETWORK INTEGRATION ...44

MANAGED ROUTER SERVICES...45

SALES AND INSTALLATION PROCESS ...46

PRE-SALE CUSTOMER QUESTIONNAIRE AND QUALIFICATION...46

General Questions...46

Data Questions...47

Voice Features Questions...47

SITE SURVEY...48

Floor Plans and Network Diagram...48

WIRING VALIDATION AND LABELING...48

Recommended Wiring Vendors ... 48

CUSTOMER TRAINING...49

Training Credits ... 49

Enrollment Methods... 49

Transfer/Cancellation Policy for Training... 49

Class Size ... 49

Training Materials ... 50

Reservation of Rights ... 50

Payment... 50

Customer Training Center Location ... 50

Parking ... 50

BILLING AND POST INSTALLATION CHANGES ...51

UNDERSTANDING YOUR TELEPHONE BILL...51

FCC Number Portability Line Charge:...51

State Charges: ...51

E911 Charge: ...52

ADDS,MOVES AND CHANGES...52

Adds...52

Moves ...53

Changes...53

Disco ...53

FOLLOW UP TRAINING /ADDITIONAL TRAINING...54

Transfer/Cancellation Policy for Training... 54

Training Materials ... 55

Reservation of Rights ... 55

Payment... 55

Customer Training Center Location ... 55

CUSTOMER SUPPORT ...56

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Can Hosted PBX systems be deployed at multiple sites or across multiple islands?... 56

Does the Message Center integrate with Exchange or Lotus?... 56

Can we implement Hosted PBX and still keep our existing Firewall, IDS or IPS systems for our own data network? ... 56

Can we purchase different types of phones or do we have to use the same type of phone at all stations? ... 56

Can we program the phones ourselves? ... 56

Does Pacific LightNet offer a software client that may be loaded onto a computer for use? ... 57

BASIC TROUBLESHOOTING...57

CUSTOMER SUPPORT CONTACT INFORMATION...59

GLOSSARY ...60

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1

Introduction and Notices

The Hosted PBX User Guide describes the features and applications available with Pacific LightNet’s

Hosted PBX service

he purpose of this document is to outline and define the different features, applications, options and choice available to the customer with Pacific LightNet’s OneBusiness Hosted PBX. .

It will describe each of the voice features available as well as how to use them. It will outline some options for integrating the customer network with Pacific LightNet’s hosted voice network and will provide some troubleshooting and, customer service information.

T

Pacific LightNet reserves the right to modify this document without prior notice.

Hosted PBX Description

Hosted PBX service is offered as a complete managed solution which integrates telephony and data service to SMB customers requiring ten or more voice lines. The service provides integrated voice and data via a single unified network connection.

Pacific LightNet will “host” all PBX functionalities on our SoftSwitch and provide the customer with phone features, Internet access, and management tools via a Pacific LightNet owned IAD (Integrated Access Device). Phone calls are transported from Pacific LightNet’s SoftSwitch via T1 or High Speed DSL to the customer’s specified location(s).

Hosted PBX gives business customers, regardless of size, the most productive features that were traditionally only available to the largest enterprises. Pacific LightNet’s service delivers a complete portfolio of business communications services over a single, “converged” network connection. Customers can take advantage of IP telephone sets to access advanced features such as Call Park and Line State Monitoring. The centralized hosting and management allows additional services to be bundled rapidly and at lower cost.

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Voice Features and Applications

This chapter will describe the different features available with Hosted PBX, how to use those features

and the application of those features in a customer environment

Phone Bundle and Service Feature Packages

Phone Bundles

Telephone handsets and service features are bundled together based upon the different roles typically found in a small to medium sized business. This makes it simple to select the correct phone and features for the customer. Each phone comes with an 808 area code DID or Direct Inward Dial number so that each phone can be called directly.

Phone Bundle IP Phone Model Service Feature

Package Includes voicemail Maximum number of lines

Basic Snom 320 Basic No Only one line. This

phone does not include voice mail service by default.

User Snom 320 Enhanced Yes Up to five lines total

Exec Snom 360 Pro Yes Up to five lines total

Admin Snom 360 with

sidecar Pro Yes Up to five lines total.

Conference Polycom IP

SoundStation Basic No Only one line. This phone does not

include voicemail by default. Voicemail may be added on.

C

hapter

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Cordless Snom M3 Gateway

and handsets Enhanced Yes Up to 8 handsets per site.

Unbundled Snom 320 Enhanced Yes This is the same as a

user phone but is NOT a managed device and does not reside on the Pacific LightNet managed network

Service Features

Calling Features are split into three packages. Each package is bundled with an IP phone offering above.

A - Business Standard Feature Package

B - Business Enhanced Feature Package

C - Business Pro Feature Package

Call Forwarding Services A B C

Unconditional Call Forwarding X X X

Busy Call Forwarding X X

Delayed Call Forwarding X X

Selective Call Forwarding X X

Remote Access to Call Forwarding X* X X

Find-Me - Follow-Me X

SimRimg X X*

Caller ID Services

Calling Number Delivery X X X

Calling Name Delivery X X X

Calling Number Delivery Blocking X X X

Calling Name Delivery Blocking X X X

Automatic Recall / Automatic Call Return X X X

Last Calling ID Erasure X X X

Automatic Callback / Busy Redial X

Call Trace (requires Pacific LightNet notification and court

order) X X X

Incoming Call Services

Selective Call Rejection / Call Block X

Anonymous Call Rejection / Call Block X X X

Do Not Disturb X X X

Selective Call Acceptance X X

Distinctive Ring / Priority Call X X

Message Services

Reminder Call X

Message Waiting Indicator X X X

Multi-Party Call Services

3-Way Calling X X X

Call Transfer X X X

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Call Waiting / Cancel Call Waiting X X X

Call Waiting with Caller ID X X X

Outgoing Call Services

Speed Calling X X X

Call Barring / Toll Restrictions X X

Mandatory Account Codes X X

Hosted PBX / Centrex Services

Call Pickup (Groups) X x X

Directed Call Pickup X X X

Call Park / Park Orbits X X X

Multiple Appearance Directory Number X X X

Multi-line Hunt Groups X X X

Intercom Codes (Station to Station Dialing) X X X

Line State Monitoring X*

Additional Features

Communications Center X X X

Auto-Attendant

PIN Change X X X

Voicemail / Unified Messaging X X

Inbound Fax to Email

Conference Center Music on Hold

Table 1 - *feature is optional. No additional cost is incurred for that package but the feature may need to be enabled separately.

Ala Carte Only Services

All features beyond features included in the basic bundle are available on an ala carte basis (that is, Package A above). Ala carte features are priced such that they are charged on each line which should have that feature but does not include it in the base feature package. For more information contact your Sales Representative.

IP Phone Maintenance Program

Pacific LightNet offers an equipment maintenance program for phone hardware. This is included in the base pricing for the phone stations. Additional charges for on-site support, internal wiring repair or other work may incur time and materials charges based on repairs. Additional costs for shipping charges and processing may apply on equipment replacement.

Long Distance Bundled Minutes

Pacific LightNet’s standard domestic long distance rate for Hosted PBX is 5 cents per minute. If your business regularly makes long distances calls (this includes inter-island calls within the State of Hawaii) you may want to consider bundled long distance packages which may significantly reduce your monthly long distance toll costs. Long distance bundles offer you a pre-paid number of minutes at a lower rate. Each minute of long distance used beyond the amount in the bundled will be billed at the normal Pacific LightNet long distance rate. Long Distance bundles do not include international calling.

Long distance bundles are currently available in packages of: 500, 1000, 1500, 2000, 3000, 5000, 7500 and 10000 minutes. Long distances bundles may also be “stacked” such that if you require 20,000 minutes of long distance per month you may purchase two bundles of 10,000 minutes.

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Accessories

Accessory Description

Snom Headsets Wired headset solutions for the Snom phones are available. Other headsets using an 4P4C (RJ-9) connector may also work with the IP phones provided by Pacific LightNet, contact your Sales Representative for additional assistance on determining if your current headsets will work with the Hosted PBX system.

Snom Sidecar A maximum of two sidecars per Snom IP phone station are available for additional

programmable keys. These can be used for line state monitoring, speed dialing, features such as Call Park or any other supported programmable feature. Pricing for a single sidecar and Pacific LightNet assisted configuration is included in the Admin phone station.

Wireless

Headsets Netcom/Jabra GN wireless headsets. Two models are available. One supports a longer range, the other supports Bluetooth. This accessory includes two parts, the headset itself and the Snom headset adapter to allow the EHS (Electronic Hook Switch) feature which lets users answer and end calls from the headset itself without using a device such as a “lifter”.

Service Feature Descriptions

This section describes each feature and how to configure that feature using the handset and star codes. For service configuration via the web interface see the section on Communications Center.

3-Way Calling

This service allows a subscriber to initiate or receive a call with another party during an existing call and add this party to the call, creating a three-way conversation.

3-Way Calling User Operation

To add a third party to an active call put the first call on hold and then dial the third party’s number. If the third party answers, hit the Conference button to add both to the original call, connecting all three parties. If the third party does not answer or their line is busy, drop the second call by pressing the cancel button to rejoin the original call. If you hang up accidentally you will receive a Ringback reminding you that the original call is still on hold, and can rejoin the call by picking up the phone. This service is known as 3-Way Calling Ringback.

Anonymous Call Rejection

This service automatically rejects all calls from callers who do not provide a caller ID number. Callers who are blocking their Caller ID information will be prompted with an intercept message from Pacific LightNet prompted them to provide their name. This name will be played to you and you may elect to accept or reject the call.

Anonymous Call Rejection User Operation

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1. To enable ACR, press *77

2. To disable ACR, press *87

Automatic Call Return / Automatic Recall

This service allows the subscriber to return the most recent incoming call, or to hear the last incoming caller’s number and then optionally return the call. The service operates such that:

The subscriber dials an access code that plays the last calling number, and provides the option of returning the call. The time of the call is also given, using the local Hawaii time.

If the call to the last number fails because the called party’s line is busy, a recall is made automatically as soon as the line becomes idle. If the last caller’s line does not become idle within the set timeout period, or if it does become idle but call setup fails for another reason (for example if the line becomes busy again before the call can be set up), the attempt is abandoned.

Automatic Call Return / Automatic Recall User Operation

The standard access codes for this service are as follows:

1. To hear the last caller’s number, press *69

2. To then return the call, press 1

To cancel all outstanding AR attempts, press *89

Automatic Callback / Busy Redial Callback

This service allows the subscriber to automatically redial the last outgoing call. The customer initiates this feature by dialing an access code. If the call to the last called number fails because the called party’s line is busy, call setup is performed automatically as soon as the line becomes idle. If the called party’s line does not become idle within the set timeout period, or if it does become idle but call setup fails (for example if the subscriber’s line becomes busy again before the call can be set up), the attempt is abandoned.

Automatic Callback / Busy Redial User Operation

The standard access codes for this service are as follows:

1. To automatically callback the last outgoing call, press *66

2. To cancel all outstanding callback attempts, press *86

Busy Call Forwarding

This service will forward calls directed to your telephone number to another number if your phone is busy when someone calls. Please note interactions with features such as Call Waiting may apply.

Busy Call Forwarding User Operation

The standard access codes for this service are as follows: To Enable Busy Call Forwarding:

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1. Press *90 then dial the number you want to forward to as it would be dialed from your phone.

2. Wait for the courtesy call

To Disable Busy Call Forwarding:

1. To disable Busy Call Forwarding, press *91

Call Barring (Toll Restriction)

This service allows the subscriber to prevent outgoing calls to certain types of numbers from their line. The types of call that can be barred are:

1. International calls

2. National calls (long-distance, InterLATA and intraLATA calls)

3. Regional Calls – IntraLATA toll calls only, this includes neighbor-island long distance calls.

4. Local calls

5. Operator calls

6. Calls to any call service access codes

7. Premium rate calls

8. Calls to those call service access codes which can affect configuration

There are the following restrictions on this service:

1. National and neighbor island long-distance calls are always barred together; either both are barred or

neither is barred.

2. Even when calls to access codes have been barred, users can still enter the codes to disable access

code barring and to check call barring status. Certain types of calls are never barred. These are: 1. Toll-free calls

2. Calls to service access codes (* codes)

3. Emergency calls (911 calls)

Call Barring (Toll Restriction) User Operation

To activate call barring for a certain type of call through the handset.

1. Dial the appropriate access code. An announcement confirms that call barring has been activated.

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3. An announcement prompts you to enter your PIN code. Enter your Voice Service PIN code.

4. An announcement confirms that call barring has been deactivated.

5. The default access codes to enable this service are as follows:

i. The access codes to enable different types of call barring are as follows:

ii. All calls except emergency calls, press *341

iii. National, international and mobile calls, press *342

iv. International calls, press *343

v. Operator calls, press *344

vi. Calls to access codes, press *345

vii. Premium rate calls, press *346

The access codes to disable different types of call barring are as follows:

i. All calls except emergency calls, press *351

ii. National, international and mobile calls, press *352

iii. International calls, press *353

iv. Operator calls, press *354

v. Calls to access codes, press *355

vi. Premium rate calls, press *356

Call Forwarding (Unconditional/Immediate)

This service forwards all of a subscriber’s incoming calls on to an alternate number without ringing the subscriber phone first. Please note some other features may conflict with this service. For example, calls forwarded with Unconditional Call Forwarding will not appear in the Missed Calls log for the user.

Call Forwarding User Operation

The standard access codes for this service are as follows: To enable Call Forwarding:

1. Dial *72 followed by the number to forward to.

2. Wait for the courtesy call.

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1. Dial *73

Call Hold

This service allows the subscriber to put a call on hold and then dial another number. The subscriber can then switch back to the first call (putting the new call on hold), and subsequently switch between the two callers.

Call Hold User Operation

To put the current call on hold press the Hold button on your IP Phone. You may switch between calls

at any time by pressing the appropriate line button for each call. When a call is placed on hold, the line that the call is on will blink.

Music on Hold

If Music on Hold is purchased, a caller placed on hold will hear either a comfort tone or an audio recording provided by the subscriber. If no Music on Hold is provided, a caller will hear silence while holding. Music on Hold is disabled by default. It must be enabled by a Business Group Administrator. Only a Business Group Administrator can configure Music on Hold. Music on Hold can be setup for the entire Business Group or for a specific line. For more information see the Music on Hold User Guide and the

Communications Center Admin Guide.

Call Park

This service allows a subscriber on a Business Group line to put a call on hold so that any member of the same Business Group can pick it up at a different station. The subscriber can park either an incoming call or a call that he or she initiated. Typical uses of Call Park are:

• A subscriber in an open-plan office is in a call and decides that the conversation should be treated

as confidential. He or she parks the call, goes to a private office and picks up the call to continue the conversation.

• A subscriber takes an urgent incoming call for a colleague who is out of the room. He or she

parks the call, and goes to find the recipient (or makes a public-address announcement). The recipient then picks up the call from the nearest available phone.

Timed Recall is an optional feature of Call Park that provides a timeout for parked calls: if a call is left on hold and not picked up within this timeout, it returns to the subscriber who originally parked the call by calling that subscriber as if it were a new call. If Timed Recall is not in use, parked calls that are not picked up within a longer Call Park timeout are simply disconnected.

The IP phones used with Hosted PBX natively support Call Park, and have programmable keys for this purpose. These keys are programmed to park and retrieve calls. Each Park Orbit will maintain one call and require one programmable key on each device that can access that Call Park Orbit. These buttons are programmed by Pacific LightNet and cannot be changed by an individual subscriber.

By default one Park Orbit is configured on all phones in a Business Group. Up to nine (9) different Call Park Orbits may be defined for a single Business Group.

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• Calls that are ringing but have not yet been answered

• Operator calls

• Emergency calls

Call Park User Operation

To park a call, the subscriber presses one of the Call Park keys on the phone, corresponding to a particular Call Park Orbit. On the phones of all subscribers in the park group, a light then flashes next to this key to indicate that a call is parked in that orbit.

While the call is parked, the parked caller receives Music on Hold if this is configured for the Business Group. Otherwise he or she hears silence.

To pick up the parked call, any subscriber in the group presses the Call Park key corresponding to the orbit in which the call is parked. The light indicating the parked call is then turned off on all other subscribers’ phones.

Pacific LightNet will program the necessary Call Park keys for customers subscribing to Call Park.

Timed Recall

Timed Recall is active by default. If Timed Recall is in use and the parked call is not picked up within the Timed Recall timeout, the call is returned to the Business Group line from which the call was originally parked, as though the parked caller had initiated a call to this line. The light indicating the parked call is turned off on all subscribers’ phones. The default Time Recall timer is 60 seconds.

• If available, the parked caller’s Caller ID information is provided.

• Any call services that apply to incoming calls on this line (such as Call Forwarding) are applied to

the call. See call feature conflicts and interactions with other services below for more information.

• If the subscriber picks up the phone, he or she is connected to the parked caller.

If Timed Recall is not in use and the parked call is not picked up within the Call Park timeout, the call is ended and the light indicating the parked call is turned off on all subscribers’ phones. If the parked caller hangs up before the appropriate timeout expires, the call is ended. The default timed recall value is 60 seconds. This cannot be configured by an individual subscriber.

Call Pickup

This service allows a subscriber in a Business Group line to pick up an incoming call to any other line within a pre-defined group by dialing an access code or by pressing the pre-programmed key on your Snom phone (typically key #6). Directed Pickup is similar to Call Pickup, but allows the subscriber to pick up an incoming call to any line within the Business Group by dialing an access code followed by the called line’s intercom code. In both cases, the subscriber can pick up an incoming call while the telephone is ringing, but cannot pick up a call that is already in progress.

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Call Pickup User Operation

The default access codes for this service are as follows:

1. To use Call Pickup to pick up an incoming call to any line within a predefined pickup group, dial *11

or press the Call Pickup button programmed into your IP phone. The oldest incoming call within the group(s) to which you are a member will be picked up on your line.

2. To use Directed Pickup to pick up an incoming call to a specific line within your Business Group, dial

*12 followed by the number of the Business Group line that is being called. The call will be picked up

on your phone.

Call Transfer

This service allows a subscriber to call a third party during an existing call, and transfer the call to the third party. There are two types of Call Transfers. A Blind Transfer will immediately send the call to the target phone. It is then treated as any other incoming call to that phone where other features such as Call

Forwarding or voicemail may apply. A Consultative Transfer allows you to first announce the call to the

target phone then transfer the call.

Call Transfer User Operation

To complete a Blind Call Transfer:

1. Press the Transfer button on your phone.

2. Dial the number you want to transfer the call to.

3. Press the Accept button (the check button on the Snom phones).

To complete a Consultative Call Transfer:

1. Put the first call on hold.

2. Open a second line by pressing one of the Line buttons on your phone.

3. When you hear dial tone, dial the number you want to transfer the call to.

4. When the target phone answers announce the call.

5. Hang up. The call is automatically transferred.

Call Trace

This service allows a subscriber to request a trace of the incoming call. This information is provided to the Service Provider, not to the subscriber, and may then be passed on to an appropriate authority, such as a law enforcement agency, pursuant to a court order. This service is invoked by dialing an access code. The code may be dialed following a flash-hook during a call, or after the call is completed.

Call Trace User Operation

To perform Call Trace during an active call, open a second line by pressing one of the Line buttons

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The standard access codes for this service are as follows: 1. To perform a trace on the current or last call, press *57.

2. Press 1 to activate the trace for the last incoming call.

Once a call is traced, the customer should provide, or have a valid Law Enforcement Agency provide to Pacific LightNet a court order to provide the trace information.

Call Waiting

Call Waiting allows you to have a second incoming call while you are currently on the phone. This allows you to toggle between multiple calls or perform functions such as Call Transfer or 3-Way Calling. Call Waiting is a feature built into your IP phone. The default for Hosted PBX is to allow your Snom phone two calls per line. Call Waiting occurs automatically when you have a second call come in. If more than two callers attempt to connect to the IP phone at the same time, callers will then be directed to other features such as Busy Call Forwarding or Voicemail if those features are enabled.

Call Waiting User Operation

There are no access codes for Call Waiting. The service is enabled by default but can be disabled.

When you hear a call Waiting Tone during a call, press the appropriate line button(s) on your IP phone to swap between the callers. The other call will automatically be put on hold. If you hang up while a call is still on hold, you will receive a ring-back reminding you to reconnect the call.

Incoming calls that are waiting but have not been answered may have other features such as Delayed Call Forwarding applied to them.

Call Waiting with Caller ID

This service displays the calling number and/or the calling name (depending on whether the subscriber has Calling Number Delivery and/or Calling Name Delivery enabled) as part of the notification that a second call is ringing on your phone.

Call Waiting with Caller ID User Operation

This service is enabled and disabled using the same access codes as Calling Number Delivery, and the same restrictions apply.

The standard access codes for this service are as follows:

1. To enable Call Waiting with Caller ID, press *65.

2. To disable Call Waiting with Caller ID, press *85.

Cancel Call Waiting

This service allows a user to disable call waiting for an individual call, so that the call is not interrupted.

Cancel Call Waiting User Operation

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2. To Cancel Call Waiting during an active call, press *70 during the call.

Caller ID Name and Number

This service is actually multiple concurrent services. It can provide your calling number and name to the person you are calling, it can prevent that name and number from being displayed to the person you are calling and it can be used to display the incoming caller ID information (name and number) of people calling you. Separately these four services are:

1. Calling Name Delivery

2. Calling Number Delivery

3. Calling Name Delivery Blocking

4. Calling Number Delivery Blocking

Changing the name associated with your extension in the Communications Center does not impact the caller ID information that is presented to the people who you call. To change the caller ID information that is presented to the people that you call, contact Pacific LightNet Customer Service or your Sales Representative and request a change.

Calling Number Delivery Blocking does not apply to certain types of calls such as Emergency calls. Caller ID name information that is shown on your phone is dependent upon your individual phone. If the incoming Caller ID number matches an entry in your phone’s directory, that name will be presented. If there is no entry the normal Caller ID Name information is displayed on your phone.

Delayed Call Forwarding

This service forwards a call from the subscriber’s line to an alternative number only if the call is not answered on the subscriber’s line. This also includes calls that cannot be connected to the dialed number for one of the following reasons.

1. The Facility Group Limit for incoming calls has been reached on the target Business Group.

2. The destination IP phone is not registered.

3. The destination IP phone not contactable.

The Fixed variant of DCF allows the subscriber to configure a particular forwarding number that is

always used by this service. The Variable variant of DCF requires the subscriber to specify the forwarding

number each time the service is enabled. Both variants may be configured via the Communications Center by an individual subscriber or a Business Group Administrator.

Delayed Call Forwarding User Operation

The standard access codes for this service are as follows.

1. To enable DCF

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b. Wait for the courtesy call to be connected to ensure calls will be forwarded to the correct number.

2. To disable DCF, press *93

Do Not Disturb

This service allows the subscriber to block his or her line temporarily to prevent incoming calls. Outgoing calls can still be made as normal, but incoming calls are not connected; instead, the caller is transferred to voice mail or if voice mail is not subscribed to, the caller hears an announcement that the subscriber is not

currently accepting calls. This service is invoked by pressing the DND button on your Snom IP phone.

Do Not Disturb User Operation

This feature can be activated on the handset by pressing the DND or Do Not Disturb button on your

phone. To deactivate this feature press the DND key again. Some IP phones (such as the Snom 360) will provide an indicator when you have the DND function enabled.

Find Me / Follow Me

This service provides a way for subscribers to configure additional numbers that will ring instead of or as well as the subscriber's own number, any of which can answer the call. A pre-defined order is used to determine which number(s) to ring. Once one number has answered the call, ringing on the other configured numbers is stopped.

The Find-me-follow-me service allows the subscriber to configure a number of rules (up to a maximum of 32) that set the order for numbers to be rung in. Users can configure numbers for each of six steps. For each step, they can configure one or more number(s) that will be rung for a set amount of time before moving on to the next step. (If the numbers at a given step in the order are given different durations, they will all be rung for the longest duration before proceeding to the next step.) If the subscriber wants his / her own number to ring at any point, configure Find-me-follow-me with a rule that alerts the subscriber's own number; this will not be done by default.

For further information on the configuration of Find-Me / Follow-Me service see the Communications

Center User Guide and Communications Center Admin Guide.

Find-Me / Follow-Me service is offered as an option instead of SimRing. A subscriber cannot have both SimRing and Find-Me / Follow-Me active at the same time. The capabilities of SimRing are built into the Find-Me / Follow-Me feature (by configuring multiple numbers for a single step). Subscribers cannot subscribe to the Find-Me / Follow-Me feature on their own. To subscribe to Find-Me / Follow-Me on an individual line, contact your Sales Representative or Installation Coordinator.

Hotline / Ring Down Phone

A hotline allows for a phone to automatically dial a pre-programmed number as soon as a person picks up the phone. Only the number programmed can be dialed from this phone. This feature is typically used for a courtesy phone as you may see in lobbies and other public areas to call an operator or receptionist.

Last Caller ID Erasure

This feature allows you to remove the most recent set of caller ID information from the current phone memory. Recent Calls will be erased from an individual subscribers phone only after rebooting the phone.

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Last Caller ID Erasure will remove the Caller ID information from Pacific LightNet’s switch and may prevent features such as Call Trace or Automatic Call Return from operating as expected.

Last Caller ID Erasure User Operation

1. To erase the Caller ID information, press *320. Please note that this will not necessarily remove the

caller ID information from your IP phone. It is primarily used by other features such as Busy Redial.

Line State Monitoring

This service allows a Business Group Line to be connected to an attendant console. The attendant console can then be notified with the state of any line within the same Business Group.

The state for a line can be one of the following:

1. No call present

2. Incoming call is ringing on this line 3. Call is active on this line

4. Outgoing call has been originated on this line

Line State Monitoring User Operation

Line State Monitoring is configured by Pacific LightNet using the programmable keys on the Attendant Console IP phone and/or an attached sidecar. Each line that is to be monitored requires one programmable button on a phone or a sidecar. The LED’s next to the buttons configured to monitor individual lines will light up indicating the current state of the phone.

1. If the phone is off-hook but not currently connected to a call (it is either dialing an outbound call or

ringing for an inbound call), the LED will be blinking.

2. If the phone is currently on a call, the LED will be solid orange.

3. If the phone is currently on-hook or idle, the LED will be off.

The Line State Monitoring buttons also serve a secondary purpose as speed calling buttons such that the line that is being monitored can also be called from the Attendant Console by pushing the button for that line. Line State Monitoring for an Admin phone is programmed by Pacific LightNet. For assistance in programming the buttons on a phone to monitor specific lines, contact your Installation Coordinator.

Mandatory Account Codes

Account codes are used to authorize particular features or call types. For example, if you want to restrict long distance calling you can setup this service to require a user to input a mandatory account code (for tracking, billing and similar functions) before allowing long distance calls to be placed. This is similar to Call Barring in that specific types of calls can be prevented, but different from Call Barring which cannot be overridden with an account code.

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Account codes can be defined for either the whole Business Group or for individual lines (Personal Account Codes). If Personal Account codes are used, Business Group settings are overridden for the specific line which implements Personal Account Codes.

While individual subscribers and Business Group Administrators may control what Account Codes are

required by using the Communications Center web interface available at https://selfcare.plni.net, a

Business Group Administrator should contact Pacific LightNet if these codes are required to be added to the bill for tracking and accounting purposes.

For additional information see the Communications Center Admin Guide.

Business Group Account Codes

A Business Group Administrator is able to configure Account Codes for all lines in the Business Group. These codes may be used to permit a call from any phone within the Business Group that does not override the Business Group Account Code settings. The Business Group Administrator may also control the Personal Account Codes set onto an individual line (Personal Account Codes).

Personal Account Codes

Personal Account Codes may be configured by an individual subscriber if allowed by the Business Group Administrator. These codes will apply only to that individual subscriber’s IP phone.

User Operation

If a user attempts to place a call that requires an account code, the call will not be connected. Instead the user will hear a short stutter then dial tone prompted them to enter an Account Code. If a valid Account Code is entered the call will be connected.

Please note that by default Account Codes will not be segregated on your bill. If you require calls to be displayed on your billing statement according to the Account Codes you set these codes must be provided to Pacific LightNet. Please contact your Sales Representative or Installation Coordinator for assistance.

Message Waiting Indicator

This service indicates to a subscriber when messages are waiting, using an Audible Message Waiting Indicator (AMWI) with a stutter dial tone. The service will also use a Visual Message Waiting Indicator (VMWI) with a constant or flashing light displayed on the phone. The VMWI is refreshed periodically in case it has been lost due to a power outage or other problem with the telephone. For subscribers, the message waiting indication is sent to the IP phone, but how it is presented to the subscriber depends on the function configured in the IP phone.

Default Settings

By default the Message Waiting Indicator will provide a short beep when a new message arrives. The Message Waiting Indicator light on your phone will also begin to blink. The Message Waiting Indicator may be configured to provide a regular reminder tone or provide a notification when you have a missed call on your phone (light will be solid on). Please contact Pacific LightNet Customer Support or your Installation Coordinator for further assistance in customizing your Message Waiting Indicator.

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Multi Line Hunt Groups

This service allows multiple subscriber lines within the same Business Group to be grouped together to

form a Multi Line Hunt Group. Each line forming part of the Hunt Group is a MLHG member. Calls to

the Hunt Group pilot number are passed to a non-busy line within the Hunt Group, or may be added to

a queue if all lines are busy. MLHG’s can provide callers a single contact number for the whole group that will always pick a free line, instead of dialing individual subscribers. This would be useful, for example, if you were using a MLHG for a call center and wished to provide one number for the public to call. Users who wish to temporarily remove themselves from the MLHG can use Do Not Disturb to prevent calls from hunting to their phone.

Queuing

Queuing allows for a caller to be placed on hold if all members of an MLHG are busy. The caller will be connected to the first MLHG member who becomes available. Please note that queuing is not enabled by default. To enable queuing on your MLGH contact your Installation Coordinator to configure this setting.

Hunting Algorithms

A Business Group Administrator may also choose what algorithm is used to assign calls to free members within the Hunt Group. The order in which an MLHG hunts through its members can be configured by a Business Group Administrator via the Communications Center web interface. There are three different

algorithms you can use: Linear, Circular and Uniform Hunting. To make changes to the hunting

algorithm, please contact your Pacific LightNet Sales Representative. A Business Group Administrator may view but not modify the current hunting algorithm (see figure below).

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Linear (default)

If the Pilot Number is called, hunting starts with the first MLHG Member in the Group and continues

through the list in order until a non-busy line is found or the end of the hunt group is reached. It does not start again from the beginning of the list.

Circular

If the PilotNumber is called, this is the same as Linear (above) except when the feature to allow hunting

when a member DID is called is enabled. If this setting is enabled and a caller dials a member DID

hunting will begin at that member in the hunt order and continue until the end of the list. Once the end of the list is reached, hunting will continue from the beginning of the list until it reaches the dialed MLHG Member and which point it the call will be queued or ended.

Uniform

If the PilotNumber is called, hunting starts with the first number after the line that was selected by the previous hunt. When the end of the list is reached, hunting continues from the beginning of the list until it reaches the number it started with. Calls are then queued or dropped. If a busy MLHG Member is dialed directly, and direct dialed calls to a busy line are forwarded to non-busy lines with the Hunt Group, this is the same as Circular hunting.

Longest Idle

If the PilotNumber is called, hunting starts with the MLHG Member that has been idle for the longest.

The idle time for a Member is calculated using the end time of any incoming or outgoing calls to or from the Member, not just those allocated by hunting. When an MLHG Member disables the Do Not Disturb call service, its idle time is reset to zero.

Music on Hold

Music on Hold service allows for callers to hear a comfort tone or a custom audio recording configured by a Business Group Administrator. Music resources may be configured for an entire Business Group or for specific subscribers.

For additional information see the Music on Hold User Guide or the Communications Center Admin Guide.

Music on Hold User Operation

There is no access code for Music on Hold if the service is enabled for a Business Group. The Business Group Administrator configures the music resources and the mapping of those resources. Callers are connected to the configured Music on Hold source automatically when calls are placed on hold and are re-connected to individual subscribers when taken off hold. This feature applies whenever a caller is placed on hold. For example it will also be used with Call Park.

PIN Change (Voice Service PIN)

This service allows customers to change their Personal Identification Number. This is used to access Remote Access Call Forwarding and to disable/bypass Call Barring. By default the PIN value is 0000. It can be changed to any 4-digit number. The PIN MUST be changed from the default value before services which require it (such as Remote Access Call Forwarding) can be used.

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PIN Change User Operation (Voice Service PIN)

1. Dial *319 from your handset.

2. Follow the prompts to enter your current PIN then change to the new PIN.

Priority Call / Distinctive Ringing

This service allows you to establish a distinctive ringing cadence to differentiate between internal and external calls. Distinctive Ringing can be configured on your Snom phone for specific numbers which are stored in an individual subscribers IP phone.

For more information on configuring distinctive ringing for an individual IP phone, see the Snom 320 User

Guide and Snom 360 User Guide.

Reminder Call

This service allows you to schedule a single or recurring reminder call placed to the designated phone number at the scheduled time.

Reminder Call User Operation

To schedule a reminder call, follow the steps below

1. Dial the access code for the type of reminder call you want to schedule

2. Dial in the desired time

3. Wait for the confirmation message to play

The following access codes are available for Reminder Calls:

*310 enable individual reminder

*311 disable all individual reminders

*312 disable one individual reminder

*313 check individual reminders

*314 enable regular reminder

*315 disable all regular reminders

*316 disable one regular reminder

*317 check regular reminders

Remote Access Call Forwarding

This service allows a subscriber to access and change their call forwarding configuration from any phone. Subscribers are provided with a number to call for Remote Access to Call Forwarding, which can be called from any phone. They are then able to access IVR (Interactive Voice Response) menus to configure Call Forwarding for their individual line. Please note that this service requires the Voice Service PIN.

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Remote Access Call Forwarding User Operation

To use the RACF service:

1. Dial the appropriate RACF number for your island. Pacific LightNet has RACF numbers for each

island. You may dial any of the RACF directory numbers. Please be aware that long distance charges may apply so you should dial the number appropriate for the island you are calling from.

Island Phone Number

HAWAII (808) 930-2332

KAUAI (808) 240-2332

LANAI (808) 568-2332

MAUI (808) 270-2332

MOLOKAI (808) 660-2332

OAHU (808) 791-2332

2. Enter your account (10 digit phone number) and PIN (Voice Service PIN) when prompted.

3. Enter the Call Forwarding access code you require (for example, to access Unconditional Call

Forwarding, enter *72).

4. Configure the call service as you would for normal Call Forwarding configuration.

Screen List Editing

This service is used with your selective calling services such as Selective Call Forwarding and Selective Call Rejection. Screening Lists can also be configured via the Communications Center Web Interface.

Selective Call Acceptance

This service screens your calls against an approved list of callers and only allows through those numbers which you specify to be accepted. All other calls will be rejected. This service may be configured through the Communications Center Web Interface.

Selective Call Acceptance User Operation

1. Selective Call Acceptance can be accessed by pressing *64

2. You can also access Selective Call Acceptance by pressing *84

Selective Call Forwarding

This service allows a user to forward calls from specified (incoming) numbers to another phone line. This ensures that higher priority calls get forwarded to you while lower priority calls can be sent to Voice Mail or to someone else.

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Selective Call Forwarding User Operation

You can use the following codes to configure your screening list and enable and disable SCF:

1. Enable Selective Call Forwarding: *63

2. Disable Selective Call Forwarding: *83

Selective Call Rejection

This service screens your calls against a “do not accept” list of numbers that you configure. If an incoming call is from one of these numbers the call will not ring your phone.

Selective Call Rejection User Operation

To configure the service through the handset, the subscriber dials an access code, which takes them into the Screen List Editing menu system

There are two standard access codes for this service, which lead to exactly the same menu system.

1. To enable SCR and configure the Screen List Editing menu, press *60

2. To disable SCR and configure the Screen List Editing menu, press *80

Screening Lists can also be configured via the Communications Center Web Interface.

SimRing (Simultaneous Ring)

This service provides a way for subscribers to configure additional numbers (up to a maximum of 32) which will ring at the same time as the subscriber's own number, any of which can answer the call. The first line to answer the call will be connected and all other lines will stop ringing. The SimRing service always rings the subscriber's own number. The list of numbers that will ring must be configured using the

Communications Center Web Interface available at https://selfcare.plni.net

SimRing User Operation

To enable or disable the service dial the access code. The standard access codes are:

1. To enable SimRing, press *361

2. To disable SimRing, press *362

Single Digit and Speed Calling

These services allow one-digit or two-digit codes to be used as shortcuts for selected phone numbers. The subscriber enters the code and this is interpreted as if he or she had dialed the phone number to which the short code maps.

For single digit dialing (Short Codes), the dialing plan may define a number of abbreviated dialing codes, available for use by all lines within the Business Group. These provide a service similar to Speed Calling but are configured across an entire Business Group. A code can be mapped to another line within the Business Group or to an external directory number.

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Advanced Features and Productivity Applications

Pacific LightNet offers specialized applications which can help manage your account and services.

Attendant Console / Admin Phone

The Attendant Console is an IP phone station configured by Pacific LightNet to allow a human attendant to monitor the state of other users (off-hook, busy, etc.) and direct calls or perform functions on calls as is needed. Pacific LightNet can pre-program buttons and customer may configure different buttons on the phone to perform tasks such as transfers or setup buttons to monitor the status of lines in your Business Group.

Auto-Attendant

The Auto-Attendant service allows a Business Group Administrator to configure an IVR (Interactive Voice Response) menu system to help callers navigate a company phone system. This system can be used to route calls using menus defined based upon the time of day and day of the week. It is configured through the Communications Center interface or through the telephone. The Auto-Attendant service is like an interactive attendant console which can be configured to direct incoming calls to specific users or to specific announcement messages such as customer hours of operation. The Auto-Attendant Telephone Admin Interface can be accessed by dialing the access number(s) assigned for each island. Please be aware

that long distance charges may apply. See the Auto-Attendant User Guide for more information.

Communications Center

The Communications Center allows Business Group members to access and configure settings for their phone service online via a simple web-based interface. It also allows individual users to access their Message Center account. Business Group Administrators may configure additional services such as an Auto-Attendant or Music on Hold, features for the whole Business Group, settings for any other individual line, pickup groups, and more.

The Communications Center can be found online at https://selfcare.plni.net

Please see the Communications Center Admin Guide and Communications Center User Guide for

more information.

Voice Mail and Message Center

Voice Mail and Message Center come together as a single ‘Unified Messaging’ service. These features allow you to send and receive normal Voice Mail and email messages via a simple web interface. The Message Center system also handles your inbound fax messages. It can also tie together external email and faxes into a single account. The primary interface for the Message Center system is web based but it can also send messages to other email systems such as your gmail or corporate email account.

To access your Message Center account, go to http://selfcare.plni.net and login to the Communications

Center. Click on the “Message Center” link in the upper left corner of the window to open your

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Voice Mail User Operation

There are three ways to access your Voice Mailbox:

1. From your primary telephone, dial *15. Enter your account number (10 digit phone number) and/or

voice mail PIN as prompted.

2. From another telephone, dial your phone number then press * when the greeting is played. Enter

your account number (10 digit phone number) and voice mail PIN as prompted.

If an incorrect PIN is entered five (5) times in a row, as a security precaution, your Voice Mailbox will become locked. To unlock your account please contact Pacific LightNet Customer Support.

3. From outside the office, you can also call any of the Remote Voice Mail Access Numbers Pacific

LightNet has established for each of the islands. Please remember that long distance charges may apply so it is recommended that you use the remote access number associated with the island you are calling from. Follow the prompts as directed to access your Voice Mail. You will need to enter your full ten (10) digit telephone number and voicemail PIN.

Island Phone Number

LANAI (808) 568-4222

KAUAI (808) 240-4222

MAUI (808) 270-4222

HAWAII (808) 930-4222

MOLOKAI (808) 660-4222

OAHU (808) 791-4222

You can access the Message Center via the Communications Center at http://selfcare.plni.net. For more

information contact Pacific LightNet Customer Support or see the Communications Center User’s Guide and

Message Center User’s Guide.

Initialization

When logging into your voicemail for the first time you are prompted to go through a setup process which includes recording your greeting and changing your default voicemail PIN.

Inbound Fax to Email

Pacific LightNet inbound fax to email service allows you to receive faxes through our server directly into your Message Center account. A person dials your fax number (this is different than your telephone number) and the pages of the fax are automatically converted to a TIFF image attachment sent to your Message Center account. From there you can use the forwarding options of Message Center to send an email message with the fax attachment to an external account or you can manage your faxes through the Message Center web interface. The faxes can then be printed, saved in your email or saved locally onto

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your computer. You do not need to have Voice Mail to receive an inbound fax even though they both utilize the Message Center system.

Music on Hold

Music on Hold allows callers who are placed on hold to hear a comfort tone or a customized audio recording configured by a Business Group Administrator. If no Music on Hold service is configured, a caller placed on hold will hear silence. This can be mistaken for a dropped or disconnected call. Thus music on hold can be used to assure callers that they are still connected. Because the recordings are managed for a Business Group your company may use it to play customized advertisements or other

messages to the caller. For more information on Music on Hold see the Music on Hold User Guide.

Conference Center

The Conference Center is a secondary service that is independent of your Hosted PBX service. It allows multiple callers to join onto a single, moderated call by dialing an access telephone number and providing proper Participant or Moderator codes. This audio conference service can allow up to 20 callers to join onto a single call.

For additional information on the Conference Center see the Conference Center User Guide.

Service Codes Quick Reference

ƒ Anonymous Call Rejection – enable *77

ƒ Anonymous Call Rejection – disable *87

ƒ Automatic Callback – last outgoing call *66

ƒ Automatic Callback – cancel all attempts *86

ƒ Automatic Recall – two-stage activation *69 and 1

ƒ Automatic Recall – cancel all attempts *89

ƒ Busy Call Forwarding – enable (follow code with the number to forward to) *90

ƒ Busy Call Forwarding – disable *91

ƒ Call Barring – bar all except emergency calls *341

ƒ Call Barring – bar international calls *343

ƒ Call Barring – bar national/international/mobile calls *342

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ƒ Call Barring – bar calls to access codes *345

ƒ Call Barring – bar operator calls *344

ƒ Call Barring – enable all calls *351

ƒ Call Barring – enable international calls *353

ƒ Call Barring – enable national/international/mobile calls *352

ƒ Call Barring – enable premium rate calls *356

ƒ Call Barring – enable calls to access codes *355

ƒ Call Barring – enable operator calls *354

ƒ Call Pickup – pick up incoming call *11

ƒ Call Trace – two-stage activation *57 and 1

ƒ Call Waiting with Caller ID – enable *65

ƒ Call Waiting with Caller ID – disable *85

ƒ Calling Name Delivery – enable *65

ƒ Calling Name Delivery – disable *85

ƒ Calling Name Delivery Blocking – single call *67

ƒ Calling Name Delivery Blocking – override *82

ƒ Calling Number Delivery – enable *65

ƒ Calling Number Delivery – disable *85

ƒ Calling Number Delivery Blocking – single call *67

ƒ Calling Number Delivery Blocking – override *82

ƒ Cancel Call Waiting *70

ƒ Delayed Call Forwarding – enable (follow code with the number to forward to) *92

ƒ Delayed Call Forwarding – disable *93

ƒ Directed Pickup – pick up incoming call *12

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ƒ Do Not Disturb – disable *79

ƒ Find-me-follow-me – enable *371

ƒ Find-me-follow-me – disable *372

ƒ Last Caller ID Erasure *320

ƒ PIN Change *319

ƒ Priority Call – configure *61 or *81

ƒ Reminder Call – enable individual call *310

ƒ Reminder Call – disable one individual call *312

ƒ Reminder Call – disable all individual calls *311

ƒ Reminder Call – check individual calls *313

ƒ Reminder Call – enable regular call *314

ƒ Reminder Call – disable one regular call *316

ƒ Reminder Call – disable all regular calls *315

ƒ Reminder Call – check regular calls *317

ƒ Selective Call Forwarding – configure *63 or*83

ƒ Selective Call Rejection – configure *60 or *80

ƒ SimRing – enable *361

ƒ SimRing – disable *362

ƒ Speed Calling – add one-digit code *74

ƒ Speed Calling – add two-digit code *75

ƒ Speed Calling – speed dial using a code code#

ƒ Unconditional Call Forwarding – enable (follow code with the number to forward to) *72

ƒ Unconditional Call Forwarding – disable *73

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Voice Feature Interactions and Conflicts

Please note that due to regular system updates, this list may change without prior notice to customers and does not contain information for all additional services such as the Conference Center. If you have additional questions or concerns about how features may interact with each other, please contact Pacific LightNet Customer Support.

Call Lists / Call Logs

• Call Logs are erased from your IP phone whenever it is rebooted. For more information Please

consult your Snom 320 User Guide or Snom 360 User Guide.

• Calls to access codes and courtesy calls made during Call Service configuration changes do not

appear in the dialed calls list.

• A call that is forwarded using Call Forwarding, sent to Voice Mail, rejected by Do Not Disturb, or

picked up by another line using Call Pickup appears in the missed calls list for the original called subscriber. The picked up call appears in the answered calls list for the line picking up the call.

• A call that is offered to multiple subscriber lines using a MADN, Delayed Call Forwarding,

Find-Me / Follow-Find-Me or SimRing appears in the answered calls list for the line that answers the call, and in the missed calls list for any line that is rung but does not answer the call.

• If the subscriber is not subscribed to Calling Number Delivery and/or Calling Name Delivery, the

calling number and/or name is not displayed in the lists for missed calls or received calls.

• The Last Caller ID Erasure service clears the call lists, so that there is no longer any record of the

most recent calls to and from the subscriber.

• An incoming call that is rejected by Anonymous Call Rejection, Selective Call Rejection, or

Selective Call Acceptance does not appear in any call list.

• Reminder Calls do not appear in any call list.

• If the subscriber uses Call Transfer to transfer a call to another subscriber, or uses 3-Way Calling

to bring another subscriber into a call, this appears as a new call in the dialed calls list.

• An outgoing call that is blocked by Call Barring, or because the subscriber does not enter a valid

Mandatory Account Code, does not appear in any call list.

• A call to a MADN or MLHG appears in the caller's dialed call list but does not appear in any

answered or missed call list. In particular it does not appear in the answered calls list for the Business Group Line that answers the call.

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Last Caller ID Erasure

• If the customer invokes Last Caller ID Erasure, and subsequently attempts to access a call service

that uses the last calling number, this results in the standard error message played when there was no previous call. The services that use the last calling number are:

1. Selective Call Forwarding

2. Automatic Recall

3. Call Trace

4. Selective Call Rejection

5. Priority Call

• The last calling number and last called number are also usually displayed in the Communications

Center. After the Last Caller ID Erasure service has been invoked, these numbers will not be displayed.

• After the Last Caller ID Erasure service has been invoked, Call Lists for the subscriber will be

empty until the subscriber makes or receives a new call.

• Call Logs are erased from your IP phone whenever it is rebooted. For more information Please

consult your Snom 320 User Guide or Snom 360 User Guide.

Call Forwarding (all)

• Selective Call Rejection rules are applied before ANY type of Call Forwarding is applied to a call.

• Calls are forwarded by Selective Call Forwarding service before any other type of call forwarding

can be applied.

Selective Call Forwarding acts on the Caller ID information that is provided on the call. This may be a callers direct number or may be the main number for a business. Please be careful when adding numbers to any call screening list.

The interactions between the different call forwarding services are relatively complicated.

• When there is a new incoming call to a subscriber, call forwarding services are applied in the

following order of priority, if they are activated:

1. Selective Call Forwarding: if the calling party’s number is on the list for selective forwarding,

the call is forwarded using Selective Call Forwarding.

2. Unconditional Call Forwarding: if Selective Call Forwarding does not apply, but

unconditional forwarding is activated, the call is forwarded using Unconditional Call Forwarding.

Figure

Table 1 - *feature is optional. No additional cost is incurred for that package but the feature may need to be enabled separately
Figure 1 - MLHG Settings
Figure 2 - Customer Network Integration Overview

References

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