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ooma Office telephone system User Manual

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  • Page 1 User Manual...

  • Page 2: Table Of Contents

    Finding Help Feature Overview Scalable System End User Guide Available Phone Numbers Basic Calling Business Features Calling with Multiple Lines Calling Features Transferring Calls Administrator Guide Advanced Calling Features Voicemail Ooma Office Manager Ooma Office User Portal Managing Users and Devices Mobile Application Ring Groups Special Purpose Extensions Appendix Managing Phone Numbers Safety Information Managing the Virtual Receptionist FCC Information Managing Base Stations Limited Warranty...
  • Page 3 Introduction Congratulations on your purchase of a new Ooma Office telephone system! Designed from the ground up to be a simple but powerful communication system with plentiful features, Ooma Office is a solution that will meet all of your business needs. Before you get started with this user guide, we recommend that you follow the instructions in the Quick Start Guide poster that came with your Ooma Office starter kit. The Quick Start Guide will walk you through the process of installing your Base Station and Ooma Linx device(s) in a basic configuration so you can make and receive calls. Once your initial setup is complete, this user guide explains many of the available features that you can configure to personalize Ooma Office for your business in more detail. This user guide is divided into several sections: System Overview explains how Ooma Office works and then outlines the • different components of your Ooma Office setup. Feature Overview gives a brief description of the Ooma Office features that are • available with the product. Administrator Guide explains the basics of how Ooma Office can be customized • by the system administrator.

  • Page 4: System Overview

    A user can have multiple devices assigned to his extension, but may only have one Ooma Office is a flexible communication system that can be customized to your needs. • device of each type. For example, a user may have an Ooma Linx device and a remote To understand how Ooma Office will work in your business, it is helpful to know a few basic things about how the system is set up: phone number, but a user cannot have two Ooma Linx devices. Your Ooma Office configuration will consist of multiple users. Each user will be • Any device that is assigned to a user’s extension can be used to make outgoing calls assigned a unique 3-digit extension number, a private voicemail box, and an account with the exception of an external number (which can only receive calls). All of the devices in the Ooma Office Manager web portal. A user can be an individual employee, or it that are assigned to a user’s extension will ring when the user receives an incoming call.

  • Page 5: Hardware Overview

    System Overview Analog Phones Analog telephones are regular corded or cordless telephones designed to be used with a standard home or business phone line. Ooma Office is designed to work best with one-line phones. Note: Ooma Office is not compatible with “digital” phones that might connect to a proprietary PBX or key system. Hardware Overview Fax Machine Ooma Office supports standalone fax machines, and can even provide The Ooma Office system is composed of various hardware components, each of which extends a dedicated number that is optimized for faxing. For best results, the function of the product and service in its unique way. See below for a description of Ooma recommends that you connect your fax machine directly to the phone port of the Base Station. these components: Ooma Base Station IP Phones The Ooma Office Base Station connects to your broadband Internet service IP Phones are “smart” desktop phones that connect to the Internet via a wired Ethernet and routes calls to the phones in your office. It has one phone jack in the connection. They often have large displays that make it convenient to handle multiple back to connect your first extension and a built-in DECT 6.0 wireless radio lines and access advanced features. Ooma Office is compatible with select models to communicate with up to four Ooma Linx devices. You can purchase...

  • Page 6: Feature Overview

    Feature Overview Mobile app Whether your business is comprised of a single person working out of a home office or a bustling workplace with a staff of 20, Ooma Office is designed to grow along with your company. Even better, Ooma Office users can stay connected with the mobile app. Users who have a desk phone may only Ooma Office has a full suite of features to support the communication needs of your business and to use the app when they are out of office, but other users may use the app as their primary means of communication. Incoming calls to a user’s extension will ring the app, and outgoing calls made with help your company project a professional image. Read below for an overview of each feature. See the the app will use the office phone number as the caller ID. Users can access the company directory Administrator Guide to learn more. and transfer calls with the tab of a button. The app is available for iOS and Android devices. Scalable System Available Phone Numbers Support for up to 20 users Number porting Your Ooma Office configuration starts off with one user, but can scale up to 20 users so that each A business’s identity is tied to its phone number. Ooma Office allows you to port your current phone of your employees can have an extension number and voicemail. The Base Station can support number for free so you can enjoy the benefits of your new telephone service and still keep your up to five analog phones (one with the phone port on the back of the device and up to four others existing contact information. connected wirelessly with Linx devices). When you need additional analog phones, you can expand your capacity by purchasing additional Base Station units. Additional Phone numbers Unlimited lines You can select up to 20 phone numbers for your account. Each phone number can be configured to...

  • Page 7: Business Features

    Business Features Virtual Receptionist Conference server The Virtual Receptionist answers and directs incoming calls. It can be used to answer common Use the conference server feature to host up to ten simultaneous conference rooms. Each questions, to advertise your services and/or special offers, and to project a professional image to room will be set up with its own unique PIN number and can accommodate a maximum of callers. You can type in a greeting that will be converted to speech, or you can upload your own audio ten participants each. file. You can also configure different greetings and menu options for your business’s operating and non-operating hours. Calling Features Ring Groups Extension dialing Routing calls by department or function helps to ensure that someone is always available for your customers. Set up Ring Groups to ring all users in the group, including their external numbers and the Not all phone calls need to leave the building. Ooma Office supports internal three-digit extension Ooma Office mobile app if these devices are assigned to the user. The phones in the Ring Group can dialing, so it’s easy for employees to contact each other. This can be handy even if an employee is out of the office since internal extension dialing will also ring external phone numbers and the ring at the same time (simultaneous mode) or one at a time (sequential mode). You can also specify Ooma Office mobile app. where the call will route next if no one in the Ring Group answers. Music on Hold Call transfer Don’t keep your customers waiting in silence – keep them entertained with Music on Hold. This Ooma Office supports external call transfers, internal call transfers between extensions, and even transfers directly to voicemail. You can also set up custom music that will be used during the feature is a great way to share more information about your products and services, to play out transfer rather than the standard ring back tone. favorable reviews and testimonials about your company, and to advertise your latest promotions and offers by uploading your own custom MP3 or WAV file.

  • Page 8: Administrator Guide

    Administrator Guide Managing Users and Devices As the administrator of the Ooma Office system, you will have privileges that are not accessible to other users, including the abilities to add new users and phone numbers, configure advanced calling features, Each time you wish to add a new person to your Ooma Office account, you will create a new user on the update billing information, purchase add-ons to expand your setup, and more. This section of the guide system. You can also create users that correspond to a place such as the front desk, or to a function such outlines the various actions that can be taken by the Ooma Office administrator. as a reservations. Each user will have its own extension number so that it can be reached through the Virtual Receptionist or by dialing the extension directly. Users can log into the End User Manager Ooma Office Manager to configure their extension and voicemail preferences. Ooma Office Manager is the web interface through which you will configure and manage your Creating users Ooma Office account. You can reach the web portal by visiting the following site: You can add a new user by visiting the following URL: http://office.ooma.com http://office.ooma.com/add_user You will need the primary phone number and Select the user’s internal extension number and password that you set up when you first activated fill in their name and email address. your account in order to log in. Once you save your changes, an email will Once you are logged in with the administrator account, automatically be sent to the user. This email will you can use Ooma Office Manager to add and manage contain the user’s voicemail PIN and a temporary users, configure the Virtual Receptionist, set up password that they can use to access the Music on Hold, and much more. End User Portal. Note: If your primary number changes (for example, if...
  • Page 9 Part-time telecommuters All assigned devices will ring when the user receives an incoming call on the associated extension. An employee who is in the office part time and at home or on the road at other times These are the types of devices that are supported by Ooma Office: may have an analog or IP phone for when they are in the office, and also have the mobile app when they are on the road. You can always add or delete devices for a user later, so you can experiment with what works best for each user. Base Station Voicemail options Phone Port Ooma Linx Mobile app IP phone External phone An analog phone An analog phone The Ooma Office Select models of IP An external phone Every extension has its own voicemail box. By default, new voicemails are emailed to users as plugged into the plugged into an mobile app running...

  • Page 10: Ring Groups

    Administrator Guide Ring Groups Special Purpose Extensions If you have a multi-person team such as accounting or sales, Ring Groups can be a useful tool There are two types of extensions that are dedicated to a specific purpose in Ooma Office. These for distributing incoming calls to users with the same job function. A Ring Group can be set up to extensions provide either electronic fax or conference bridge functionality to the business. sequentially ring each user in the group in order (sequential), or or to ring all of the users at once (simultaneous). In either case, the first user to pick up will answer the call. Virtual Fax If no one in the Ring Group answers the call, you can have the call can be automatically transferred to Virtual Fax allows employees to send and receive faxes online. All incoming faxes are another extension or voicemail box on the system. For example, if your company employs a receptionist emailed to a single address as a PDF file. Any user can also send PDF or TIFF files as faxes you can configure the system to route incoming calls on your main business number to the receptionist, from their End User Portal account. Set up the Virtual Fax extension by visiting: but if the receptionist is unable to answer the call then have the Virtual Receptionist pick up. http://office.ooma.com/virtual_fax To get started with Ring Groups, visit: The Virtual Fax extension comes with its own dedicated fax number. You will select this http://office.ooma.com/ring_group phone number when Virtual Fax is being set up for the first time. The users that are included in a Ring Group can be changed at any time. You can also adjust how long an incoming call will wait for an answer until it is routed to an alternative extension on the system. Conference server Create meeting rooms where up to 10 internal or external parties can dial into the same call. Incoming Call Incoming Call You can host up to 10 simultaneous meeting rooms, each with a unique meeting ID. You also have the option to configure a passcode for each meeting room. Add a conference server and set up meeting rooms online at: http://office.ooma.com/conferences...

  • Page 11: Managing Phone Numbers

    Porting phone numbers more. You can even choose a toll-free number to give If you are switching your telephone service from another provider, Ooma can help you port your existing your business a national presence. phone numbers to Ooma free of charge. Here are a few things to keep in mind: You can configure how phone numbers are routed • If you have multiple phone numbers with your previous service, you must port all of them. Porting a by visiting: single number leaves you at risk of losing your other numbers. http://office.ooma.com/phone_numbers You must maintain your previous phone telephone service until the number port is complete. If you do • You will see all the phone numbers currently associated not do this, you risk losing your phone numbers. with your business, and which extension each one is The time it takes to complete a port will vary based on your provider and the accuracy of information • assigned to. To change the routing of a phone number, you provide, but it is best to allocate at least 3 weeks for the port to complete. use the menus to update your setup and click Save. If you are ready to get started with porting, visit: Adding local numbers http://office.ooma.com/port You can start the process of adding a new local phone number by visiting: You will need to fill out a form that provides complete and accurate information about your current http://office.ooma.com/add_ number provider.Once you have submitted your request, the porting process will begin. You should get an Select an area code and city that you would like to search. All available numbers in that email confirmation that your porting request has been received. From there, you will receive periodic area code will be displayed. Select the number you wish to use, and then choose which notifications as your request makes its way through the process. extension you wish to route the phone number to.

  • Page 12: Managing The Virtual Receptionist

    Managing the Virtual Receptionist Assign key press Callers will select different menu options in the Virtual Receptionist menu using key presses. You can Set up the Virtual Receptionist to efficiently direct incoming calls to the appropriate person, to share configure which key presses are available to your callers and what action they will perform. These are the commonly requested information about your business such as your operating hours and street options that are available for each key press you assign: address, or to advertise your current promotions. You can even configure different menu options for business and after hours. Transfer call: Transfers the call to a predefined extension. This option can transfer calls to a specific • user’s extension, to a Ring Group, to the conference server, or even directly to a user’s voicemail. To set up the Virtual Receptionist, visit: Play announcement: Plays a pre-recorded announcement such as your business hours or your • http://office.ooma.com/virtual_receptionist weekly specials. You can either upload an audio file or type out a message that will be read aloud with The Virtual Receptionist can be customized in many ways to Text-to-Speech. Once the announcement has been played out, the caller will return to the main menu. fit your needs, including a personalized greeting, up to ten Dial by name: Allows the caller to search your company directory for the person they would like to • key-press menu options, and separate menus for business reach by dialing the user’s last name. hours and off-hours. Set business hours Here are some of the configuration options: The Virtual Receptionist can have a different menu during operating hours than it does when your Customize initial greeting business is closed. Once you set your business hours, the Virtual Receptionist will automatically switch The initial greeting is what the caller will hear when the Virtual between the two menus.

  • Page 13: Managing Base Stations

    Administrator Guide Managing Base Stations Managing Preferences Your Ooma Office Base Station gives you the flexibility to install up to five analog phones: There are a number of different preferences that can be configured by the account administrator. You can manage preferences by visiting: One phone can be plugged into the phone jack in the back of the Base Station • http://office.ooma.com/preferences Four more phones can be plugged into paired Linx devices • Time zone If you need to expand your Ooma Office capacity further, you can add additional Base Stations (and Linx devices) to your account. By adding three additional Base Stations, you can support The time zone of your Ooma Office account is up to 20 analog phones. selected based on the area code of your primary phone number. If you have selected an out-of-area You can manage your Base Stations by visiting: phone number you can manually override the time http://office.ooma.com/base_stations zone used for your call logs, fax logs, and voicemail. Music on Hold From this page, you can do the following: Use the Music on Hold feature to entertain and Add a new Base Station educate your customers while they wait. Upload If you have purchased an expansion Base Station, music or your own advertising message in either you can link it to your account by selecting the MP3 or WAV file format.

  • Page 14: Add-On Options

    Administrator Guide Add-On Options Business Promoter The Ooma Office Business Promoter is a tool that will help you market your small business by Although most Ooma Office features are included in your monthly subscription, Ooma offers several improving its online presence. An increasing number of consumers search for local businesses add-on services that are available to use for an additional fee. These services can save you money or online. Business Promoter generates calls from these potential new customers by leveraging a even help you to grow your business: combination of popular search engines, mapping sites, business directories, and location-based advertising to make your business more visible in relevant search results. Toll-free Number Calling Plan A toll-free number can receive up to 500 minutes of incoming calls each month. If you exceed this The best part about Business Promoter is that you won’t be limit, then additional charges will apply per extra minute of calling time. If you anticipate that you Search Engine Listings charged until the service has actually brought you a new prospect will receive more than 500 minutes of calls to your toll free number each month, you can reduce for your business. Signing up is risk-free since Ooma guarantees your overage costs by adding a toll-free number calling plan to your account to cover either 1,000 that you won’t pay until it works. or 2,500 additional minutes of calling. You can learn more about the calling plan options by visiting: http://office.ooma.com/toll_free_plans All you have to do to get started with Business Promoter is share a little bit of information about your business. You can find the form Prepaid Calling that must be filled out to tell us about your business by visiting: Unlimited calling to the United States and Canada is included in your Ooma Office subscription. http://office.ooma.com/promoter Other international calls are charged on a per-minute basis to your prepaid account using our low international rates. When your prepaid account balance drops below a threshold that you set, it Once your information is submitted, it will be reviewed by an will automatically recharge from the credit card that you have on file.

  • Page 15: Troubleshooting

    Troubleshooting The phone connected to the Base Station has no dialtone The installation process for Ooma Office should go smoothly. This troubleshooting section identifies some of the common problems that might occur during setup and after your system is operational. If the status indicator on the Base Station has been blue for a while but you still don’t hear a dial tone, check that your phone is correctly plugged into the PHONE port of the Base Station. You may Base Station status indicator is amber need to try a different telephone cable. When the status indicator on your Ooma Office Base Station blinks amber, it means that your I hear an “extension has not been set up” error message when I pick up the Base Station is not operational. The list below outlines some troubleshooting steps that may...

  • Page 16: Finding Help

    Troubleshooting Finding Help The phone connected to my Ooma Linx device has no dial tone If you have questions, or if you run into a problem that you can’t resolve after following the steps in the Troubleshooting section of this user manual, then we can help! Here are some resources If you have connected a phone to your Ooma Linx device but do not hear a dial tone when you that you can turn to: pick it up, then try following the troubleshooting steps below: Customer Support • If the system status indicator on the Linx is lit amber, try plugging the Linx into an outlet closer to the Base Station. Before you plug the Linx device into the new outlet, try performing a factory If you cannot find answers to your questions online, then our customer support team will be happy reset by following the directions above. to assist you! 1-888-939-6662 If the system status indicator on the Linx is blinking amber this indicates that the device is not You can contact Ooma Office support by telephone at: • registered to a Base Station. Follow the setup instructions again to register the device with your Live Help Chat Base Station. You can connect with our customer support team online by clicking the “Live Help” button at: Verify that your Base Station is powered on and has a blue status indicator. Next, plug an •...

  • Page 17: End User Guide

    End User Guide Calling with Multiple Lines This End User Guide contains instructions that will help users make the most of Ooma Office. Each user will have a unique extension number and set of devices such as an analog phone, mobile app, and/or cell Answering call-waiting phone number. All users will also have an account on Ooma Office Manager which allows them to listen to When you are on the phone and another incoming call comes in, you will hear the standard call- voicemail, check call logs, and configure extension settings. Flash waiting beep. Answer the new call by pressing the key on your phone. Basic Calling Switching between lines Making internal calls Flash To switch between two calls, press the key on your phone. The current active call will be To place an internal call, pick up the phone and dial the desired three-digit telephone extension. put on hold, and the current call on hold will become active. You can repeat this process as often For example, to reach the user assigned to extension number 101 dial: 1 0 1 as you would like. Note: If you receive a call when you already have two calls on the line, the call will be Making external calls immediately directed straight to voicemail.

  • Page 18: Transferring Calls

    End User Guide Transferring Calls Advanced Calling Features Transferring calls to another extension (blind) Blocking caller-ID To directly transfer an active call to another extension on your system, dial followed by the Press before you dial the outgoing number to suppress your caller-ID. Your caller ID will extension number you want to transfer to. only be blocked for that single call. For example, to transfer a call to extension 102, dial: . Then you may hang up. 1 1 0 2 Disabling call-waiting To prevent the call-waiting beep on a single call, dial before making an outbound call. Transferring calls to another extension (attended) To ask another extension if they can accept a transferred call, follow these directions: Call forwarding Put the call on hold and dial the extension number you wish to speak with. For example, to reach To set up call forwarding on an extension, dial and follow the directions. You will be asked...

  • Page 19: Voicemail

    Checking voicemail You can also toggle your extension’s voicemail on or off and update voicemail settings such as your PIN by visiting: There are many ways to check voicemail: http://office.ooma.com/user/preferences/voicemail From your own extension: Dial your own extension number. • From a different extension or remote phone: Dial your extension number. When the call rolls to • voicemail, press during the greeting and then enter your voicemail PIN. Email: By default, your voicemail messages will automatically be forwarded to your email address • on file. You can listen to the attached MP3 file from your computer or cell phone. To set up this feature or to update the email address that voicemails are forwarded to, visit: ADD VOICEMAIL WEB PAGE http://office.ooma.com/user/profile SCREENSHOT GRAPHIC HERE Web browser: Listen to your voicemail online by logging into the Ooma Office User Portal. Go to: • http://office.ooma.com/user/voicemail Mobile app: Listen to and manage your voicemail messages by logging into the Ooma Office • mobile app and selecting the Voicemail option from the menu.

  • Page 20: Ooma Office User Portal

    End User Guide Ooma Office User Portal Profile: Change your email address and password. • Click to call: Enter a phone number and select the device that you will use from the • dropdown list. Click the call button. Your device will ring, and the call will connect when you The Ooma Office User Portal lets you listen to voicemail, check your call logs, and manage your pick it up. extension settings in one convenient location. To log into the Ooma Office User Portal, navigate to the following URL: Mobile Application http://office.ooma.com/user Log in with your Ooma Office telephone number, extension number, and the password that If you have access to an iOS or Android device, you can use was sent by your system administrator. If you do not know your password, you can ask your the Ooma Office mobile app to make and receive calls over administrator to reset it for you. your Wi-Fi or cellular data connection. Once you are logged in, you can do the following: Start by downloading and installing the Ooma Office Mobile Voicemail: Listen to and manage your voicemail • app from the iOS App Store or Google Play. Log in with messages right from your computer. your Ooma Office phone number, extension number, and the password that was emailed to you by your system Call logs: View recent incoming, outgoing, and • administrator. This is the same information you use to log missed calls on your extension.

  • Page 21: Appendix

    Appendix Safety Information The FCC Wants You to Know When using telephone equipment, including • Do not overload power outlets and extensions • Do not install the equipment where its power cord This device complies with part 15 of the FCC rules. the Ooma Office Base Station and Ooma Linx cords. Otherwise, it can result in fire or serious may be walked or stumbled on. Operation is subject to the following two conditions: electrical shock. (1) This device may not cause harmful interference, devices, basic safety precautions should always • Unplug the equipment from the power outlet if...
  • Page 22 Appendix The FCC Wants You to Know • Connect the equipment into an outlet on a Should you experience trouble with this equipment, • Do not install the equipment where its power cord This device complies with part 15 of the FCC rules. circuit different from that to which the receiver is please contact Ooma customer service at may be walked or stumbled on. Operation is subject to the following two conditions: 1-866-939-6662. If the equipment is causing harm to connected, (1) This device may not cause harmful interference, • Unplug the equipment from the power outlet if the telephone network, the telephone company may and (2) This device must accept any interference • Consult the dealer or an experienced radio/TV the power adapter cord or power adapter prongs request that you disconnect the equipment until the received, including interference that may cause technician for help. are damaged or frayed, if liquid has been spilled problem is resolved. undesired operation. Privacy of communication may onto the equipment, if the equipment has been Changes or modifications to this equipment not not be ensured when using this device.

  • Page 23: Limited Warranty

    This limited warranty extends only to the Consumer or handling that is contrary to operation instructions, to a handling fee. If you disagree with any of our decisions CONNECTION WITH, THE LIMITED WARRANTY OR for Products purchased and used in the United States neglect, acts of god, inundation, fire, water or other liquid with respect to warranty service, you have the right to THE USE OR PERFORMANCE OF ANY PRODUCT, or Canada. intrusion, or force major; or (d) any Product that has been contest that decision as permitted under applicable WHETHER BASED ON CONTRACT OR TORT, damaged due to repair, alteration, or modification by laws and regulations. INCLUDING NEGLIGENCE, OR ANY OTHER LEGAL What Ooma Will Do. During the warranty period, anyone other than an authorized service representative of THEORY, EVEN IF WE HAVE BEEN ADVISED OF How State Law Applies. This limited warranty gives Ooma or its authorized service representative will repair Ooma; or (e) any Product to the extent that the problem THE POSSIBILITY OF SUCH DAMAGES. THE TOTAL you specific legal rights. You may also have other rights or replace, at its option, without charge, a Product experienced is caused by signal conditions, network AGGREGATE LIABILITY BY OOMA FOR DAMAGES OF which vary from state to state. which is found to be materially defective in materials or reliability or cable or antenna systems; or (f) any Product ANY NATURE, REGARDLESS OF FORM, ACTION OR workmanship and returned to Ooma. Ooma, at its option, Limitation on Liability. THIS WARRANTY IS THE...

  • Page 24: Legal Notices

    Appendix Legal Notices © 2015 Ooma, Inc. Patent pending. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Ooma, the Ooma logo, Ooma Office, Ooma Office Base Station, Ooma Linx, the sound of the Ooma dial tone, and all other Ooma company, product and service names and slogans are trademarks of Ooma, Inc. All other product, service or brand names are the property of their respective owners. Patent pending. Ooma reserves the right to revise this publication and to make changes in its content from time to time without obligation on the part of Ooma to provide notification of such revision or change. Ooma provides this guide without warranty of any kind, implied or expressed, including but not limited to the implied warranties of merchantability and fitness for a particular purpose. Ooma may make improvements or changes in the product(s) described in this manual at any time.
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