iiNet BizPhone Reference Manual

Small business phone system admin reference guide
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  • Page 4 Inside this guide you will find information on how to use and configure the features and services on offer. If you have any issues using your BizPhone service, please give our friendly Business Support Team a call on 13 86 89 and we’ll be happy to help.
  • Page 5 BizPhone has many configurable features allowing you to customise your phone to suit you best. BizPhone Administrator The Administrator will have access to the Frontier Admin portal to set or modify the BizPhone phone system and end user configuration options, such as: ...
  • Page 6 Once you log in to the Frontier portal, the below page (Main page) will appear. For details on how to use and configure each of the BizPhone features, please refer to the relevant sections of this document.
  • Page 7 Frontier Admin portal. Alternatively, some of these features are configurable via the user handsets as well. To access the Basic User Features, go to the users section under BizPhone Admin (bottom part of the screen) and click on the icon for each user that you wish to configure.
  • Page 8 BizPhone user, the Basic User Features page below will appear (for BizPhone Handset Users). If the user has a BizPhone Line (ATA) plan, the below Basic User Features page will appear. It has fewer menu items (Features) compared to a BizPhone Handset User.
  • Page 9 The phone number of each user is displayed next to the Service details of the Basic User Features page. To return to the main page without changes, click on the icon located at the top right of each BizPhone User page. To configure each of the Basic User Features, refer to the relevant sections.
  • Page 10 Call Forward No Answer forwards incoming calls to a particular phone number if the user does not answer the call in a specific time period. Note: If Call Waiting is on and a call is waiting, it will be redirected after that time period. How do you use it? By changing the user’s settings in Frontier, your preference will then be applied to all future calls.
  • Page 11 Alternatively, you can also forward calls to the Voice Mail by entering *55 in front of the 10-digit phone number or in front of the extension.  Click “Update” at the bottom of the screen to save the changes. How to override on handset: ...
  • Page 12 Call Forward Not Reachable forwards all calls to a different phone number when the user handset is not accessible. How do you use it? By changing the user’s settings in Frontier, your preference will then be applied to all future calls. Default setting: Off How to set in Frontier: ...
  • Page 13 How to set in Frontier:  Change the status next to Call Waiting to active by clicking on or inactive by clicking on  Click “Update” at the bottom of the screen to save the changes. How to override on handset: To disable the call waiting, lift the handset and dial #43.
  • Page 14 DECT Handset: To transfer a call, press “Options” and select “Transfer” key on the phone. Then enter the phone number that you wish to transfer the call to and press the “Transfer” key again. The call will then be transferred to a third party. Other Handsets: To transfer a received call, press the “Trans”...
  • Page 15 Override External CLI allows the user to override their Calling Number Display for outgoing external calls with a different phone number than his/her own or the pilot number. Note that the override number can only be another active BizPhone number. Below are examples to show situations where this feature may be useful: ...
  • Page 16 Call Barring bars certain types of calls (Mobile, International, and Long Distance) from being made from the user’s phone. Default Setting: Off How to set in Frontier:  Change the status next to the Barring “Mobile” or “International” or “Long Distance”...
  • Page 17 The user’s phone will not ring and the user will not see any indication of the call. Note: Anonymous Call Rejection is not available on BizPhone Line (ATA) plan. How do you use it? By changing the user’s settings in Frontier, your preference will then be applied to all future calls.
  • Page 18  Click “Update” at the bottom of the screen to save the changes. Remote Office allows user to access and use their BizPhone service from any phone number (home office, mobile phone) that you specified as your Remote Office. Note: Remote Office is not available on BizPhone Line (ATA) plan.
  • Page 19  Enter the phone number you want to access your BizPhone service from on the text box next to Remote Office option.  Click “Update” at the bottom of the screen to save the changes. How to override on handset (Not available for DECT handsets):...
  • Page 20 Default setting: Un-configured How to configure in Frontier:  To access User Details, go to the users section under BizPhone Admin (bottom part of the main page), click on the icon for each user that you wish to configure and when the BizPhone user page appears, click on “User Details”...
  • Page 21 Once you have finished entering the user details, click “Update” to save the details you have just entered or modified for the user. To return to the main page without changes, click on the icon located at the top right of each BizPhone User page.
  • Page 22 BizPhone user page appears, click on “Handset” menu on the left if you have a BizPhone Handset User plan or click on “ATA Details” if you have a Line (ATA) plan.
  • Page 23 Default setting: Un-configured How to configure in Frontier:  To access Simultaneous Ring, go to the users section under BizPhone Admin (bottom part of the main page), click on the icon for each user that you wish to configure and when the BizPhone user page appears, click on “Simultaneous Ring”...
  • Page 24  Enter a Create Criteria for the user’s Simultaneous Ring. Enter the description for the Simultaneous Description* Ring criteria. Tick this option if you want to use the Use Simultaneous Ring Personal Simultaneous Ring Personal. (if applicable) Select the Holiday schedule from the drop down list.
  • Page 25 Enable this option to prevent callers from being Required transferred to the specified phone’s voicemail.  Click “Update” to save the changes. To return to the main page without changes, click on the icon located at the top right of each BizPhone User page.
  • Page 26 Default setting: Un-configured How to configure in Frontier:  To access Sequential Ring, go to the users section under BizPhone Admin (bottom part of the main page), click on the icon for each user that you wish to configure and when the BizPhone user page appears, click on “Sequential Ring”...
  • Page 27 You need to set up “Schedules and Events” before you can enter a Create Criteria or you can use the default Time Schedule. To set up the Schedules and Events, please refer to Schedules and Events section in this document. ...
  • Page 28 Default setting: Un-configured How to configure in Frontier:  To access Call Forwarding Selective, go to the users section under BizPhone Admin (bottom part of the main page), click on the icon for each user that you wish to configure and...
  • Page 29 BizPhone user page appears, click on “Call Forwarding Selective” menu on the left. The Call Forwarding Selective is configured in 2 parts: 1. Activate and configure Call Forwarding Selective options (top part of the screen). 2. Create criteria for the Call Forwarding Selective (bottom part of the screen).
  • Page 30  Enter a Create Criteria for the user’s Call Forwarding Selective. Enter the description for the Call Forwarding Selective Description* criteria. (if applicable) Select the Holiday schedule from the drop Holiday Schedule down list. This is the schedule that you would have created under Schedules and Events.
  • Page 31 Note: * in above table indicates mandatory field and cannot be empty.  Click “Update” to update the Call Forwarding Selective options. To return to the main page without changes, click on the icon located at the top right of each BizPhone User page.
  • Page 32 Default setting: Un-configured How to configure in Frontier:  To access Priority Alert, go to the users section under BizPhone Admin (bottom part of the main page), click on the icon for each user that you wish to configure and when the BizPhone user page appears, click on “Priority Alert”...
  • Page 33 “Delete” button below the criteria section. Note: You can create more than one Create Criteria by repeating the Create Criteria steps above. To return to the main page without changes, click on the icon located at the top right of each BizPhone User page.
  • Page 34 Default setting: Un-configured How to configure in Frontier:  To access Call Notify, go to the users section under BizPhone Admin (bottom part of the main page), click on the icon for each user that you wish to configure and when the BizPhone user page appears, click on “Call Notify”...
  • Page 35 Description* Enter the description for the Call Notify. Notify Enable this option to activate the Call Notify. (if applicable) Select the Holiday schedule from the drop down list. Holiday This is the schedule that you would have created under Schedules Schedule and Events.
  • Page 36 It is only available on the T42G and T48G handsets. The user will only be able to monitor up to 50 users. The Busy Lamp Field feature is not available on BizPhone Line (ATA) plan. How do you use it? By changing the settings in Frontier, the preference will then be applied to all future calls.
  • Page 37 If this is the first time the Busy Lamp Field is configured for the user, you will need to reboot the user’s handset to get the Busy Lamp Field to work on their handset. To return to the main page without changes, click on the icon located at the top right of each BizPhone User page.
  • Page 38 How to configure in Frontier:  To access Speed Dial 8, go to the users section under BizPhone Admin (bottom part of the main page), click on the icon for each user that you wish to configure and when the BizPhone user page appears, click on “Speed Dial 8”...
  • Page 39 BizPhone User page. The BizPhone Voice Mailbox is pre-configured and ready to use as soon as the user receives their BizPhone handset. By configuring the user’s Voice Mail settings via the Frontier portal, the preference will apply to all future voice mail received by the user.
  • Page 40 Below is the Voice Mail page for a BizPhone Line (ATA) User.  Select and Enter the Voice mail settings. Enable this option if you wish to activate your Voice Mail. Activate Voice Mail Note: This option is only available on BizPhone Line Feature (ATA) user.
  • Page 41 You can access your Voice Mail via your BizPhone handset or any external number (including Mobile). To access your Voice Mail via your BizPhone handset please refer to each of the handset guide (depending on your handset model). To access your Voice Mail via an external number: ...
  • Page 42 To record your No Answer Greetings: Access your Voice Mail (using the steps above – up to entering your Voice Portal passcode) and Press “1” to enter your Voice Mailbox, followed by “3” to access your No Answer Greetings, and then press “1” to record your Busy Greetings. Follow the voice prompt and record your No Answer Greetings.
  • Page 43 BizPhone user page appears, click on “Replace Handsets” menu on the left, or click on “Replace ATA” to replace ATA device.
  • Page 44 Basic Call Logs allows the admin to view the user’s calls history. How to access Basic Call Logs in Frontier: To access Basic Call Logs, go to the users section under BizPhone Admin (bottom part of the main page), click on the icon for each user that you wish to configure and when the BizPhone user page appears, click on “Basic Call Logs”...
  • Page 45 The link to the Apps are only available if you have purchased these Add-Ons for the users. Since SoftPhone option is not available for BizPhone Line (ATA) Users, the “Client Downloads” option will not be available as one of the BizPhone User Features for BizPhone Line (ATA) Users.
  • Page 46 “Broadsoft UC-One Client” next to the icon). The Android App is available on Google Play and the iPhone App is available on the AppStore. For details on what the Mobile App is and how to use it, please refer to the BizPhone Mobile section of this document.
  • Page 47 Macintosh Operating System (referenced under the “BizPhone Communicator” next to the icon). Once you click on the icon, a window will pop up to save the BizPhone Communicator setup file. You can then save the .exe or .dmg file for installation.
  • Page 48 Enter the User ID and Password you have been given on your Service Completion Advice to access the Receptionist App. For details on how to use the BizPhone Receptionist App, please refer to BizPhone Receptionist App section on this document.
  • Page 49  Since SoftPhone option is not available for BizPhone Line (ATA) Users, the “Client Downloads” option will not be available as one of the BizPhone User Features for BizPhone Line (ATA) Users. How to Access Skype for Business in Frontier: ...
  • Page 50 Follow the process on how to install the Desktop App. See BizPhone Desktop App section of this document for more information. Note: Before you can start using the Business Communicator for Skype for Business, you will need to enable the Skype for Business option on the page.
  • Page 51 The group features are the services that are available at the “group” level and only configurable via the Frontier Admin Portal. Hunt Group offers a method of distributing any inbound calls to a group of phones that are defined by the admin. The admin can choose how the users are included in a Hunt Group and the method of incoming calls distribution.
  • Page 52 This method sends incoming calls to all the users listed by the administrator at the same time. Note: You can only overflow calls to the Voicemail of a user of the Hunt Group. There is no common Voicemail available for hunt group itself. This method sends incoming calls to the user who’s been idle the longest.
  • Page 53 How to configure in Frontier:  To access the Hunt Group, go to the BizPhone Main page and on the “BizPhone Admin” section, you will see “BizPhone Hunt Group”. Click on the icon for each Hunt Group that you wish to configure.
  • Page 55  Enter and select the settings for the Hunt Group. Set Active Enable this to activate the Hunt Group. Hunt Group ID This ID is allocated by default. Hunt Group Name* Enter a name for the Hunt Group. CLID First Name* Enter a First Name for the Hunt Group.
  • Page 56 Voice Mail by entering *55 in front of the 10-digit phone Call Forward To* number of in front of the phone extension. Note: This must be one of your BizPhone Phone Numbers. Skip to next agent after Specify the number of rings before the call is sent to xx rings next agent.
  • Page 57 Use the Hunt Group name specified in the General name in CLID settings as the CLID. Assign the BizPhone Users to the Hunt Group by highlighting the user you wish to add from the “Available BizPhone Users” list and click the...
  • Page 58 Queue allows the user to queue incoming calls when all the phones are busy until you are able to answer the calls. This is useful during peak times where your business is in high demand. There are 5 different Queue methods available. This method sends incoming calls to users in the order listed by the administrator.
  • Page 59 How to configure in Frontier:  To access the Queue, go to the BizPhone Main page and on the “BizPhone Admin” section, you will see “BizPhone Queue” and click on the icon for each Hunt Group that you wish to configure.
  • Page 61  Enter and select the Queue settings. Set Active Enable this to activate the queue. Queue ID This ID is allocated by default. Queue Name* Enter a name for the Queue. CLID First Name* Enter a First Name for the Queue. CLID Last Name* Enter a Last Name for the Queue.
  • Page 62 Agents have the Call Waiting feature enabled on the user profile. Assign the BizPhone Users to the Queue by highlighting the user you wish to add from the “Available BizPhone Users” list and click the button and the user will be added to the assigned list.
  • Page 63 Music on Hold plays music while callers are on hold. This feature allows the group administrator to upload the audio file for the Music on Hold. How to configure in Frontier:  To access the Music on Hold, click on the icon next to “vPBX Music On Hold”...
  • Page 64  Select the Music on Hold settings. Enable music/video Enable this if you wish to play music for callers that are on during Call Hold hold. Tick this option if you wish to use system defined Music on System Hold. Custom Music/Video Tick this option if you wish to use a custom audio file for File...
  • Page 65 Schedules and Events allows the administrator to set up the Time schedule and Holiday schedule for BizPhone services. The Time schedule and Holiday schedule are used in the following BizPhone features/services:  Auto Attendant  Call Forwarding Selective  Simultaneous Ring ...
  • Page 66 The Schedules and Events page will appear (below).  Create a schedule by entering the Schedule Name and the Schedule Type. Enter the name for the schedule. Schedule Name* For example: Christmas Holiday, etc. Select the required Schedule Type: Holiday: if you wish to create a Holiday Schedule. Schedule Type Time: if you wish to create a Time Schedule (Business or After hours).
  • Page 67  Enter and select the details for the event. Event Enter a name for the event. Name* Start Date* Enter the start date for the event. End Date* Enter the end date for the event. All Day Activate this if it is an all-day event. event (if applicable) This option is disabled if you activate the All Day event.
  • Page 68 Weekly: if you want the event to occur weekly. If you select this option, the Recurrence Interval, the days (Monday – Sunday), and the Recurrence End Date fields will appear. Recurrence Interval* is a mandatory field and you will need to enter in how many week(s) do you want the event to occur and you need to activate at least a day for the event to occur.
  • Page 69 Yearly: if you want the event to occur yearly. If you select this option, the Recurrence Interval, On Day, Month Of, and Recurrence End Date fields will appear. Recurrence Interval* is a mandatory field and you will need to enter in how many year you want the event to occur.
  • Page 70 Once the event is created, it will appear under “Current Events” of the schedule. You can modify the event by click on the “Update Event and Schedule” button.
  • Page 71  You can delete an event by clicking on the “Delete” button next to the event.  You can delete a schedule by clicking on the “Delete” button next to the schedule. To close the Schedules and Events menu, click on the icon next to “Schedules and Events”.
  • Page 72 Global Address Book allows the administrator to upload a phone book for the BizPhone service. How to configure in Frontier:  To access the Global Address Book, click on the icon next to “Global Address Book” on the main page (next page).
  • Page 73 The csv file should have 2 columns: Name and Number. You can see a sample csv by clicking on “See sample csv” on the screen. Note: You can add up to 500 entries (contacts) to the csv file.  The contacts in the Global Address Book should now appears on the handset. Note: The contacts will get updated in the T48G handset instantly, but the user will need to restart the T42G handset before the contacts appear on their handset.
  • Page 74 Configure Pilot Number allows the administrator to select the Pilot Number (Group Number) from a list of phone numbers or you can select “None” if you do not want to specify a Pilot Number. How to configure in Frontier:  To access the Configure Pilot Number, click on the icon next to “Advanced Features”...
  • Page 75 “Advanced Features”. Call Forward Unused Numbers allows the administrator to choose the default number to forward incoming calls for unused numbers, i.e. those number(s) that are not allocated to any BizPhone user. How to configure in Frontier: ...
  • Page 76 The Advanced Features page will appear (below). You are on the “Configure Pilot Number” page by default.  Click on the “Call Forward Unused Numbers” menu on the left. The Call Forward Unused Numbers page will appear (below).  Select the number from the drop down list. You can select “None” if you do not want to forward any incoming calls for the Unused Numbers.
  • Page 77 Upload Announcement allows the administrator to upload media files for the group. The media files can be used for Group and User’s Voice Mail Greetings. How to configure in Frontier:  To access the Upload Announcement option, click on the next to “Advanced Features”...
  • Page 78  Click on the “Upload Announcement” menu on the left. The Upload Announcement page will appear (below).  Choose the media file that you wish to upload by clicking on the “Choose File” button and then select the media file from your local machine or network drive. Note: The audio file needs to be in .WAV or .WMA format with specific requirements.
  • Page 79 Auto Attendant is a voice menu system that plays a recorded greeting to incoming callers and allows them to choose to be directed to an internal extension. Sometimes this feature is referred to as IVR (Interactive Voice Response). An Auto Attendant can consist of one or more menus and the concept of “an instance” of an auto- attendant is important.
  • Page 80 There are 3 parts of Auto Attendant configuration: 1. Basic  To access the Auto Attendant, go to the BizPhone Main page and on the “BizPhone Admin” section, you will see “BizPhone Auto Attendant” and click on the icon for each Auto Attendant that you wish to configure.
  • Page 81 This page will allow you to activate and set the general settings for the Auto Attendant.  Activate and enter the basic settings for the Auto Attendant. Enable this if you wish to activate the Auto Attendant and Set Active untick to deactivate Auto Attendant ID This ID is allocated by default.
  • Page 82 Activate Voice Mail Enable this to activate the voice mail feature for the Auto Feature Attendant. Enable voice mail to Enable this option if you wish to be able to listen to the Auto be used with voice Attendant voice messages through the Voice Portal. portal Enable voice mail to Enable this option if you wish to send a copy of the Auto...
  • Page 83 2. Business Hours Menu  To access the Business Hours Menu for the Auto Attendant, go to the BizPhone Auto Attendant page and click on the “Business Hours Menu” on the left and below page will appear.  Select and enter the Business Hours Menu for the Auto Attendant.
  • Page 84 Note: Calls to non-BizPhone numbers will be charged. 3. After Hours Menu  To access the After Hours Menu for the Auto Attendant, go to the BizPhone Auto Attendant page and click on the “After Hours Menu” on the left and below page will appear.
  • Page 85 When the action selected is to transfer a call, a phone Phone Number number must be specified. Note: This must be one of your BizPhone phone numbers. To return to the main page without changes, click on the icon located at the top right of each...
  • Page 86 Default setting: Un-configured How to configure in Frontier:  To access Receptionist, go to the users section under BizPhone Admin (bottom part of the main page), click on the icon for the user that has the Receptionist feature that you wish to configure.
  • Page 87 Repeat the same steps if you wish to remove more users from the list.  Click “Update” to save the changes. To return to the main page without changes, click on the icon located at the top right of the BizPhone User page.
  • Page 88 Business Communicator User Guide Desktop. Minimum System and Hardware Requirements BizPhone Desktop App needs to be run on specific Operating System and hardware. The following are the Desktop App version 21.2.0.487 minimum system and hardware requirements. Mac OS 10.8 Mountain Lion, Mac OS 10.9 Mavericks, Mac OS 10.10 Operating System Yosemite, Windows Vista, Windows 7 or Windows 8/8.1 or Windows 10...
  • Page 89  Click “I Agree” on the License Agreement.  Click “Next” on the Install Options.
  • Page 90  Click “Next” on the Choose Install Location.  Click “Install” on the Choose Start Menu Folder. Please wait while the BizPhone Communicator is being installed.
  • Page 91  Your setup is completed. Click “Next”.  Click “Finish” to close the setup.
  • Page 92 Note: The login username is case sensitive. Your login username will start with a “U” which must be entered as uppercase. Please refer to the Business Communicator User Guide Desktop for the BizPhone Desktop App user manual. iiNet Branded BizPhone Communicator Desktop App BizPhone Mobile App is the Broadsoft UC One Communicator Mobile Softphone application that is available on the User’s mobile phone to allow them to make and receive calls, and manage their...
  • Page 93 BizPhone Receptionist App is the Broadworks Attendant console that manages call distribution for front desk operator through a web based application. There are two types of Receptionist App available as part of the iiNet BizPhone product:  Receptionist App – Basic ...
  • Page 94 You will need to re-add the contacts once the new service is activated. Minimum System Requirements BizPhone Receptionist App needs to be run on specific Operating Systems and certain browsers. The following are the Operating System, Browser and Java requirement for the Receptionist App.
  • Page 95 User Password Specifications  Cannot contain the Login ID  Cannot contain the old Password  Cannot be the reverse of the old Password  Cannot be any of the last 8 Passwords  Must contain at least 1 number(s) ...

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