Nextlevelvoice™ User Guide NEXTLEVEL INTERNET Nextlevelvoice™ User Guide

NEXTLEVEL INTERNET

NextLevelVoice™ User Guide NEXTLEVEL INTERNET NextLevelVoice™ User Guide

Table of Contents

CHAPTER 1 Settings 15

Introducing NextLevelVoice™ 1 Account Settings 16

How VoIP Works 1 My Name and Greetings 16

Background 2 My Call Features 18

My Call History 20

CHAPTER 2 Outbound Calls 20

NextLevelVoice™ Service Overview 3 Inbound Calls 21

Prerequisites 3 My Voicemail 23

Recommendations 3 New VMail 23

Support 3 Saved VMail 25

Billing 3 Deleted VMail 28

Voice Mail Settings 29

CHAPTER 3 My Applications 31

Using Your NextLevelVoice™ Service 4 Personal Directory 31

Managing Your Account 4 Domain Directory 33

Setting Up Your Account 4 Send Domain Vmail 35

Placing Calls 5 Remote Calling 36

Dialing Internal Extensions 5 Reminder Call 36

Retrieving Voicemail 6 Logout 38

Voicemail Menu Tree 6

Voicemail Menu Tree Reference Diagram 8 CHAPTER 5

Troubleshooting 39

CHAPTER 4 Before Contacting Support 39

Using the Web Interface 12 Frequently Asked Questions 40

Logging into the Web Interface 12

Initial Login Screen 13

Menu Bar 13

My Account 15

Password 15

INTRODUCING VOIP Chapter 1 Introducing NextLevelVoice™ elcome to the exciting new of world of bundled Voice and Data services delivered the NextLevel way! W Today, with NextLevelVoice™, small to mid-size businesses have a choice to save precious capital and improve the quality of their communication services at the same time. For most businesses, disparate telephone and Internet systems consist of one or more pieces of equipment, housed at their location which connects their business to the Public Switched Telephone Network (PSTN). Often, this Private Branch Exchange (PBX), Key System, or other premise-based solution requires a sizable investment in hardware as well as ongoing maintenance and upgrade fees, not to mention the expensive monthly fees associated with plugging these devices into the PSTN.

NextLevelVoice™’s technology allows businesses to secure the features and functionality of a sophisticated PBX phone system for a fraction of the cost by using our voice-prioritized, Clear Channel Internet connectivity (instead of the PSTN) to carry voice traffic, just as it does data traffic.

NextLevelVoice™’s platform has low (or even zero) capital costs, predictable operating expenses, no maintenance fees, and no management expenses. Select from feature-rich bundles that include fixed-rate Unlimited Domestic Calling Plans, Business-Class Voicemail, complete Web-based Administration, Automated Attendant, Extension Dialing, Conference Bridges, Call Transfer, 3-Way Calling, Call Forwarding, Distinctive Ringing, and Multi-Site support. Additionally, all NextLevel services are backed by our world-class service and support team.

How VoIP Works At its most basic, VoIP needs an Internet connection and some way of converting sound, in this case voice, to a format computers understand.

In each case, the hardware or software converts speech into data, transports it across the Internet, and converts it back into speech for a conversation. VoIP service providers also have traditional phone switches to allow VoIP users to call non-VoIP phones.

1 INTRODUCING VOIP

Background NextLevelVoice™ unites the reach of the Internet with the simplicity and immediacy of a voice call. This service leverages a technology called Voice over Internet Protocol (VoIP) which is already replacing traditional telephone technology in many homes and businesses.

First developed by Internet enthusiasts in 1985, early VoIP software only allowed calls to be made between computer users. By 1998, calls from PCs to regular phones and also phone-to-phone calls were possible. Today, the phenomenal growth in high-speed, broadband Internet access has brought VoIP to the mass market.

Now, VoIP services stand alongside the global telephone network for reach, and in many ways outrank it for flexibility. With the right hardware and software, VoIP works anywhere there is a high-speed Internet connection.

2 NEXTLEVELVOICE™ SERVICE OVERVIEW Chapter 2 NextLevelVoice™ Service Overview

Prerequisites This document makes the assumption that your NextLevelVoice™ account is active, configured, and working correctly.

Recommendations NextLevelVoice™ recommends the use of managed routers, switches, and firewalls in any network where VoIP traffic is present. Additionally, it is recommended that Ethernet ports be hard-coded to a specific speed and duplex rather than letting auto-negotiation determine the port’s speed.

Support NextLevelVoice™ provides support for VoIP issues to your account’s Single Point of Contact only. Please address any service-related inquiries to your Single Point of Contact first, and that individual will then be able to contact the NextLevelVoice™ support department. The support included with your NextLevelVoice™ account is limited to resolving configuration issues or other service problems that cannot be fixed through the Web Interface or directly on a user’s VoIP phone. NextLevelVoice™ is only able to provided limited support for users and devices that connect to the Internet through a provider other than NextLevel Internet.

NextLevelVoice™ support is available Monday through Friday from 8am to 6pm (Pacific) either over the phone at 858-836-0700, or through email at [email protected].

Billing NextLevelVoice™ billing support is available Monday through Friday from 8am to 6pm (Pacific) either over the phone at 858-836-0704, or through email at [email protected].

3 USING YOUR NEXTLEVELVOICE™ SERVICE Chapter 3 Using Your NextLevelVoice™ Service

Managing Your Account Your account has a variety of settings that allow you to customize the way your phone functions. All of your account settings can be managed through the web interface, and a large number of settings can be managed through the voicemail menu system. Please refer to the voicemail menu system reference diagram at the end of this document for information regarding its use.

It is also possible to configure settings directly on your VoIP phone, but there are certain caveats when setting these options.

For inbound calls, the NextLevelVoice™ system checks your account’s settings on our servers before it checks any settings on your phone.

For example: If you configure your phone through the web interface to forward all calls to another extension, incoming calls will never reach your phone and any settings that you have on your local phone will not be read.

For outbound calls, your phone’s settings are checked before those on the NextLevelVoice™ system.

If you find that either a NextLevelVoice™ setting or a phone specific-setting is not working correctly, check the other system to make sure there are no conflicting configuration options set.

Setting Up Your Account Your account can be configured for the first time from your VoIP phone or another VoIP phone within your network. There are three steps to the initial configuration of your account: (1) change your password, (2) record your name, and (3) record at least one greeting.

Your password (or PIN) is the code you will use to access your voicemail and the password you use when logging into the web interface.

The name you record for your account will be played back whenever someone matches your account from the directory.

4 USING YOUR NEXTLEVELVOICE™ SERVICE

Greetings are used when someone calls into your voicemail. They are optional. If you do not configure at least one greeting, your extension number will be spoken back to anyone who reaches your voicemail.

From your own extension:

1. Press the “Messages” or “Voicemail” key on your phone, or dial 5001

2. When prompted, enter your password, followed by the # key

If you are at someone else’s extension:

1. Dial 5000

2. Enter your extension when prompted, followed by the # key

3. Enter your password when prompted, followed by the # key

To Change Your Password and Recorded Name:

1. Press 5 on your phone to enter the Options Menu

2. Press 1 to change your password and then follow the audio instructions

3. While still in the Options Menu, press 2 and follow the audio instructions to record your name

To Change Your Greeting:

1. Press # to go back to the Main Menu

2. Press 6 to enter the Greetings Menu

3. Press 1 to record a greeting

4. Press 3 to set the greeting as your default greeting

Placing Calls Please refer to your phone vendor’s manual for instructions on how to use the various features specific to your model phone.

Dialing Internal Extensions Internal extensions are four digits and can be reached by simply dialing them. All users on your system, regardless of their location, can be reached through their four digit extension.

5 USING YOUR NEXTLEVELVOICE™ SERVICE

Retrieving Voicemail Your voicemail is accessible from any phone or through the web interface. For instructions on using the web interface, refer to Chapter 4.

From your VoIP phone:

1. Press the “Messages” or “Voicemail” key on your phone, or dial 5001

2. When prompted, enter your password

From another VoIP phone on your network:

1. Dial 5000

2. Enter your extension when prompted, followed by the # key

3. Enter your password when prompted, followed by the # key

From an outside phone:

1. Dial your extension’s DID, or navigate to your extension through your company’s auto-attendant

2. Wait for your extension to go to voicemail

3. Press 1 when asked whether you would like to dial another extension

4. Enter 5000 when prompted, followed by the # key

5. Enter your extension when prompted, followed by the # key

6. Enter your password when prompted, followed by the # key

Voicemail Menu Tree The Voicemail Menu Tree (VMT) gives you access to your voicemail and also to a variety of configuration options that allow you to customize the way your account behaves. To access the voicemail menu tree, follow the instructions below:

From your VoIP phone:

1. Press the “Messages” or “Voicemail” key on your phone, or dial 5001

2. When prompted, enter your password

6 USING YOUR NEXTLEVELVOICE™ SERVICE

From another VoIP phone on your network:

4. Dial 5000

5. Enter your extension when prompted, followed by the # key

6. Enter your password when prompted, followed by the # key

From an outside phone:

7. Dial your extension’s DID, or navigate to your extension through your company’s auto attendant

8. Wait for your extension to go to voicemail

9. Press 1 when asked whether you would like to dial another extension

10. Enter your extension when prompted, followed by the # key

11. Enter your password when prompted, followed by the # key

Please refer to the Voicemail Menu Tree reference diagram below for an overview of the menu options available and their functions.

7 USING YOUR NEXTLEVELVOICE™ SERVICE

Voicemail Menu Tree Reference Diagram

Using your keypad:

Once you have dialed into your voicemail you have the ability to navigate through the voicemail menu tree and change settings by using your touchtone keypad.

At any time, from anywhere in the VMT, the # key returns you to the Main Menu (8, 9, 0 also return you to the main menu) and the * key repeats the options for your current level.

New Messages (Main Menu Option 1):

You can access your new messages by pressing 1. If you press 1 and don’t have any new messages, you will hear “end of messages.”

8 USING YOUR NEXTLEVELVOICE™ SERVICE

Old Messages (Main Menu Option 2):

You can access your old (saved) messages by pressing 2. If you press 2 and don’t have any old or saved messages, you will hear “end of messages.”

Send Message (Main Menu Option 3):

Press 3 to access the send message level. From here you can send messages from your Voice Mail Box (VMB) to other people’s VMBs.

Numeric Commands:

The numeric commands are the same from the New Message, Old Message, or Send Message† levels:

1 = Save Message (after saving, the message is immediately moved to Old Messages)

2 = Repeat Message (replays the message from the beginning)

3 = Send Message (allows you to record a message introduction, and then send the original message to another extension in your domain)

After you record your introduction to the message, pressing 2 during playback will send the message immediately, without you having to review the entire message.

Sub-Options: 1 = To Individuals (send extensions in your domain, separated by the # key) 2 = To All (send to all VMBs in your domain) 3 = To Defined Groups (this is a future feature, which is not currently enabled)

4 = Delete Message

5 = Skip Message

6 = Reply to Sender (only works with phones on your domain)

7 = Rewind Message (rewinds message approximately 12 seconds)

8 = Pause/Resume Message (puts message on pause immediately without prompt)

9 = Fast Forward Message (fast forwards message approximately 15 seconds)

† There is no option 6 in the Send Message level.

9 USING YOUR NEXTLEVELVOICE™ SERVICE

Call Forwarding (Main Menu Option 4):

The call forwarding menu allows you to change where your calls are routed to. Using these options you can send calls directly to voicemail, or route them to another phone.

1 = Set Do Not Disturb 0: Off 1: On

Enabling “Do Not Disturb” (DND) will send all calls directly to voicemail (without ringing your phone). To set do not disturb, from the call forwarding menu- press 1 to turn DND on, and 0 to turn it off.

2 = Forwarding Destinations 0: Off 1: On

3 = Enable/Disable Call Forwarding 0: Off 1: On

To set the forwarding destination, from the call forwarding menu press 2, and enter the phone number you wish to forward to, followed by the # key.

When you set the forwarding destination, call forwarding is automatically turned on by default to the number you entered.

4 = Forward To Here

“Forward To Here” allows you to forward all calls to the phone you dialed in from. Press 4 to enable.

Set Current Options (Main Menu Option 5):

Press 1 in order to set or change your current password. From this menu, pressing 2 will allow you to change or add your recorded name (for the company directory).

Change Greetings (Main Menu Option 6):

Pressing 1 will allow you to record a new greeting or overwrite a previously recorded one. After you press 1, the system will ask you to “enter the number of the greeting you wish to record.” Using digits 1-9, you can record up to 7 different greetings.

Pressing 2 will allow you to review your currently recorded greetings (1-9). The system will prompt you to “enter the number of the greeting you wish to review.”

10 USING YOUR NEXTLEVELVOICE™ SERVICE

After you have recorded and reviewed your greetings, pressing 3 will allow you to set the greeting you want to play. Press 3 and you will hear: “Enter the number of greeting you wish to set.” Select the greeting number (1-9) that corresponds to the greeting you would like for your VMB.

Recovered/Deleted Voicemail (Main Menu Option 7):

You can return a deleted voicemail to your saved messages by pressing 1.

Pressing 2 will repeat the message from the beginning, and pressing 8 during playback will pause/resume the message.

To skip to the next deleted message, press 5.

11 USING THE WEB INTERFACE Chapter 4 Using the Web Interface he Web Interface is a user friendly portal that gives access to a variety of NextLevelVoice™ account management tools. While standard VoIP phones allow users to configure many settings, users must physically have their phones to access these options. The Web Interface is available from any T computer with Internet access, which allows for remote management of VoIP settings.

Logging into the Web Interface Use the following URL to log into the Web Interface:

https://nms.mynlv.com/SiPbx/

Note: The Web Interface is a secure portal, which requires HTTPS rather than standard HTTP. Please make sure you include https:// before the URL when accessing the Web Interface.

12 USING THE WEB INTERFACE

1. Enter your extension@your domain in the User Name field (e.g., 1000@nlidemo). Your extension and domain will be provided to you by NextLevelVoice™ during your installation.

2. Enter your password in the Password field. You will receive a list of passwords on the day your VoIP phone system is installed.

3. Click “Login”

Initial Login Screen After logging into the Web Interface, you will be presented with the following screen:

The menu bar on the top of the main page is used to navigate to different online tools. If you place your mouse over each item in the menu bar, a dropdown menu will appear. (The My Call Features and Logout menus have no drop-down options).

Below the menu bar you will see your new voicemail interface. This will always be your default starting screen.

Menu Bar My Account

o Password

o Settings

My Call Features

13 USING THE WEB INTERFACE

My Call History

o Outbound Calls

o Inbound Calls

My Voicemail

o New VMail

o Saved VMail

o Deleted VMail

o Voice Mail Settings

My Applications

o Personal Directory

o Domain Directory

o Send Domain VMail

o Remote Calling

o Reminder Call

Logout

14 USING THE WEB INTERFACE > MY ACCOUNT

My Account Options under the My Account menu allow you to change your password and modify settings specific to your account.

Password Use this menu option to change your password.

You will be presented with the following screen upon choosing the Password option:

To change your password:

1. Enter your current password in the “Old Password” field

2. Enter your new password in the “New Password” field

3. Re-enter your new password in the bottom field

4. Click “Update” to change your password

Settings Use this menu option to change your time zone, the digits that match your user in the company directory, participation in the company directory, record your name, and change your greetings.

The Settings screen is broken down into two sections: Account Settings and My Name and Greetings

15 USING THE WEB INTERFACE > MY ACCOUNT

Account Settings

To change any of these settings:

1. Click “Change”

2. Select the desired setting from the appropriate drop-down menu

3. Click “Apply”

My Name and Greetings

To record your name (for the company directory):

1. Click “Record My Name”

2. Choose a local extension or phone number you wish to record your name from and put it in the “Record At” field

3. Click “Start Recording My Name”

4. Answer the phone at the number specified earlier and hang-up when you are finished

To record a greeting:

16 USING THE WEB INTERFACE > MY ACCOUNT

1. Click “Record Greeting”

2. Choose a local extension or phone number you wish to record your greeting from and put it in the “Record At” field

3. Pick a number for the greeting from the “Greeting” drop-down box (You can have up to seven greetings)

4. Enter a name for the greeting in the “Greeting Name” field

5. Click “Start Recording Greeting”

6. Answer the phone at the number specified earlier and hang-up when you are finished

To modify the settings for your name or any of your greetings:

1. Click the link under the “Greeting Name” column of the desired entry in the “My Name and Greetings” list

2. Make whatever changes you would like

3. Click “Modify” to save your changes or “Cancel” to discard any changes

Note: You can overwrite a recorded greeting, but you cannot delete it

To listen to your name or any of your greetings:

1. Click “PLAY” next to the desired entry in the “My Name and Greetings” list

17 USING THE WEB INTERFACE > MY CALL FEATURES

My Call Features The My Call Features screen allows you to change how your phone rings. Options are listed in bold and separated by horizontal lines. A brief description of each option is included on the right-hand side of the screen. An example of the My Call Features screen is shown below:

To change any of these options, click the “Change” button. Each option must be individually enabled to turn on functionality. Once you have finished making changes, click the “Apply” button to save your changes or the “Cancel” button to abandon any changes. An explanation of each My Call Feature is included below:

Do Not Disturb

This option allows you to send all incoming calls immediately to voicemail.

Forward Always

This option allows you to forward all incoming calls to a local extension or an outside phone number.

Forward Busy

This option allows you to forward incoming calls to a local extension or an outside phone number whenever you are on the phone.

18 USING THE WEB INTERFACE > MY CALL FEATURES

Forward No Answer

This option allows you to forward incoming calls to a local extension or an outside phone number if they are not answered within a specified amount of time.

Find Me Follow Me

Also called simultaneous ring, this option allows you to have more than one local extension or outside phone ring whenever your phone number is called. You can configure up to four phones to ring simultaneously.

19 USING THE WEB INTERFACE > MY CALL HISTORY

My Call History This menu has options for viewing the history of calls placed either to or from your extension.

Outbound Calls The Outbound Calls screen shows calls that have been made from your extension. An example of this screen is shown below:

The Outbound Calls list can be sorted by clicking any of the links at the top of the first five columns: “Number Dialed”, “To First Name”, “To Last Name”, “From”, “Call Date/Time”, and “Talking Time.” An explanation of each option on the Outbound Calls screen is included below:

Redial

Click on “Redial” to call a number back from the Outbound Calls list. An example of this screen is shown below:

The number to be called is shown in the “Call To” field. You can enter a local extension or an outside number in the “Call From” field. Click on the “Call To Talk” button to place the call. The number entered in the “Call From” field will be dialed first and then connected to the number entered in the “Call To” field.

Add

Click on “Add” to add an entry from your Outbound Calls list to your Personal Directory. An example of this screen is shown below:

20 USING THE WEB INTERFACE > MY CALL HISTORY

Once you have finished filling out the form, click “Add” to add the entry to your Personal Directory or “Cancel” to return the Outbound Calls list.

Inbound Calls The Inbound Calls screen shows calls that have been made to your extension. An example of this screen is shown below:

The Inbound Calls list can be sorted by clicking any of the links at the top of the first five columns: “From”, “From First Name”, “From Last Name”, “To”, “Call Date/Time”, and “Talking Time.”

Call

Click on “Call” to call a number back from the Inbound Calls list. An example of this screen is shown below:

21 USING THE WEB INTERFACE > MY CALL HISTORY

Add

Click on “Add” to add an entry from your Inbound Calls list to your Personal Directory. An example of this screen is shown below:

Once you have finished filling out the form, click “Add” to add the entry to your Personal Directory or “Cancel” to return the Inbound Calls list.

22 USING THE WEB INTERFACE > MY VOICEMAIL

My Voicemail This menu has options for managing new, saved, and deleted voicemail messages, as well as changing voicemail system settings.

New VMail The New VMail screen shows all voicemail for your account that has not been saved or deleted. An example of this screen is shown below:

The New VMail list can be sorted by clicking any of the links at the top of the columns: “Caller Name”, “Caller Number”, “Time Recorded”, “Duration”, and “Notes.” An explanation of each option on the New VMail screen is included below:

Play

Click on this link to play a voicemail message. Clicking on the link will bring up a new window with your voicemail message in it. You will need to have your computer’s speakers on in order to listen to the message.

The “Reply” option gives you the ability to call the number that left the voicemail directly, or to respond with a recorded message. Clicking on this link will bring up a screen that is similar to the one shown below:

23 USING THE WEB INTERFACE > MY VOICEMAIL

“Call To Record” allows you to record a message and have it played back to the number that called you. You can record a message at a local extension or an outside number.

“Call To Talk” first calls a number of your choice and then connects it to the number that originally called you. The system can call you at a local extension or an outside number.

Forward

The “Forward” option gives you the ability to send a voicemail to another local extension. Clicking on this link will bring up a screen that is similar to the one shown below:

24 USING THE WEB INTERFACE > MY VOICEMAIL

forward the message to by choosing it from the “Forward To” drop-down menu. Click “Forward” to forward the message, or “Cancel” to return to the previous voicemail screen.

Notes

Clicking on the link to add or edit a note for a voicemail will bring up a screen that is similar to the one shown below:

You can add a note to a voicemail by clicking on the link for the appropriate voicemail message under the “Notes” column. By default, the link to modify the note for a voicemail message is “-” (a hyphen). Once a note has been added to a voicemail, the link will become the text that was entered to describe the message.

Once you have finished modifying the note for a voicemail, click “Modify” to save your changes or “Cancel” to abandon your changes.

Save

Click on this link to move a voicemail to your Saved VMail box.

Delete

Click on this link to delete a voicemail from your New VMail box.

Saved VMail The Saved VMail screen shows all voicemail for your account that has been saved. An example of this screen is shown below:

25 USING THE WEB INTERFACE > MY VOICEMAIL

The Saved VMail list can be sorted by clicking any of the links at the top of the columns: “Caller Name”, “Caller Number”, “Time Recorded”, “Duration”, and “Notes.” An explanation of each option on the Saved VMail screen is included below:

Play

Clicking “Call To Record” allows you to record a message and have it played back to the number that called you. You can record a message at a local extension or an outside number.

Clicking “Call To Talk” first calls a number of your choice and then connects it to the number that originally called you. The system can call you at a local extension or an outside number.

Forward

The “Forward” option gives you the ability to send a voicemail to another local extension. Clicking on this link will bring up a screen that is similar to the one shown below:

26 USING THE WEB INTERFACE > MY VOICEMAIL

In addition to sending the voicemail, you can include a custom introduction by changing “Record Intro” to ‘Yes” and specifying a number to record the message at in the “Record At” field. You can record an introduction message at a local extension or an outside number. Select the local extension you would like to forward the message to by choosing it from the “Forward To” drop-down menu. Click “Forward” to forward the message, or “Cancel” to return to the previous voicemail screen.

Notes

Clicking on the link to add or edit a note for a voicemail will bring up a screen that is similar to the one shown below:

27 USING THE WEB INTERFACE > MY VOICEMAIL

Once you have finished modifying the note for a voicemail, click “Modify” to save your changes or “Cancel” to abandon your changes.

Delete

Click on this link to delete a voicemail from your Saved VMail box.

Deleted VMail The Deleted VMail screen shows all voicemail for your account that has been deleted. An example of this screen is shown below:

The Deleted VMail list can be sorted by clicking any of the links at the top of the columns: “Caller Name”, “Caller Number”, “Time Recorded”, “Duration”, and “Notes.” An explanation of each option on the Deleted VMail screen is included below:

Play

Notes

Clicking on the link to add or edit a note for a voicemail will bring up a screen that is similar to the one shown below:

28 USING THE WEB INTERFACE > MY VOICEMAIL

Once you have finished modifying the note for a voicemail, click “Modify” to save your changes or “Cancel” to abandon your changes.

Recover

Click on this link to move a delete voicemail from your Deleted VMail box to your Saved VMail box.

Empty Deleted VMail

Click on this button to permanently delete all voicemails in your Deleted VMail box.

Note: Messages cannot be recovered once they have been permanently deleted.

Voice Mail Settings The Voice Mail Settings screen allows you to modify the way your voicemail works. An example of the Voice Mail Settings screen is shown below:

To change any of these options, click the “Change” button. Once you have finished make changes, click the “Apply” button to save your changes or the “Cancel” button to abandon any changes. An explanation of each Voice Mail Settings option is included below:

VMail

This option allows you to either turn voicemail either on or off for your extension.

Sort by Latest First

This option changes the order in which voicemail messages are played back. Select “Yes” if you would like to hear the newest voicemail message first or “No” if you would like to hear the oldest message first. The playback order only matters when listening to voicemail by calling into your voicemail box with a phone.

29 USING THE WEB INTERFACE > MY VOICEMAIL

Announce Time

This option turns on an announcement stating the time a voicemail was received before the actual message is played back. Select “Yes” to turn this feature on, or “No” to turn the feature off. Time announcement only happens when listening to voicemail by calling into your voicemail box with a phone.

Unified Messaging

This option allows you to have an email notification sent whenever a new voicemail message is left for your account. Each of the five unified messaging options is explained below:

Select this option to turn off Unified Messaging.

Yes – hyperlink

This option sends an email with a hyperlink to the voicemail message. This is useful if there are restrictions on the size of your mailbox.

Yes – brief hyperlink

This option sends a very brief message with a hyperlink to the voicemail message. This is useful if you want to send the notification to a device that can only receive a limited number of characters such as a pager or mobile phone.

Yes – attachment (leave as new)

This option sends an email with the new voicemail as an attachment and leaves the message in your New VMail box.

Yes – attachment (move to saved)

This option sends an email with the new voicemail as an attachment and moves the message to your Saved VMail box.

E-mail Address

Enter the e-mail address you would like voicemail notifications sent to in this field. Multiple addresses can be entered in this field, but they must be separated with a semicolon.

30 USING THE WEB INTERFACE > MY APPLICATIONS

My Applications The My Applications menu has options for managing your personal address book, your domain’s directory, sending messages to your entire domain, making remote calls, and configuring reminder calls.

Personal Directory The Personal Directory screen is the interface for managing your address book. From this screen you can add, modify, delete, or call numbers in your address book. An example of the Personal Directory screen is shown below:

The Personal Directory list can be sorted by clicking any of the links at the top of the columns: “First Name”, “Last Name”, “Company”, “Work Number”, “Cell Number”, and “Home Number.” An explanation of each option on the Personal Directory screen is included below:

Work Number, Cell Number, and Home Number

Clicking on the links in any of these fields will allow you to call an entry in your address book at the number chosen. An example of this screen is shown below:

Enter a local extension or an outside number in the “Call From” field and then click the “Call To Talk” button to place a call. Click the “Cancel” button to return to your Personal Directory.

31 USING THE WEB INTERFACE > MY APPLICATIONS

Call

Clicking on the “Call” link will allow you to call an entry in your address book. An example of this screen is shown below:

Enter a local extension or an outside number in the “Call From” field and choose the number you wish to call from the “Call To” drop-down field. Click the “Call To Talk” button to place a call or “Cancel” to return to your Personal Directory.

Edit

Clicking on the “Edit” link will allow you to edit or delete an entry in your Personal Directory. An example of this screen is shown below:

32 USING THE WEB INTERFACE > MY APPLICATIONS

Click on the “Save” button to save your changes, or “Cancel” to abandon them. Click on the “Delete” button to delete the entry from your Personal Directory.

Note: Once an entry has been deleted from your Personal Directory, there is no way to recover it.

Add

Clicking the “Add” button will allow you to add a new entry to your Personal Directory. An example of this screen is shown below:

Fill out the form and then click the “Create” button to add the entry to your Personal Directory. Click the “Cancel” button to return to your Personal Directory without adding the entry.

Domain Directory The Domain Directory screen shows all users in your domain that have the “Directory” setting turned on for their account. From this screen you can call a user, leave voicemail for a user, or add a user to your Personal Directory. An example of the Domain Directory screen is shown below:

33 USING THE WEB INTERFACE > MY APPLICATIONS

The Domain Directory list can be sorted by clicking any of the links at the top of the columns: “Last Name”, “First Name”, or “Extension.” An explanation of each option on the Domain Directory screen is included below:

Call

Click the “Call” link to call a user in the Domain Directory. An example of this screen is shown below:

Enter a local extension or an outside number in the “Make Call From” field and then click the “Call” button to place a call. Click on the “Cancel” button to return to the Domain Directory.

Leave Vmail

Click on the “Leave Vmail” link to leave voicemail for a user in the Domain Directory. An example of this screen is shown below:

Enter a local extension or an outside number in the “Record Vmail At” field and then click the “Call To Record” button to record your message. Click on the “Cancel” button to return to the Domain Directory.

34 USING THE WEB INTERFACE > MY APPLICATIONS

Add

Click the “Add” link to add an entry from the Domain Directory to your Personal Directory. An example of this screen is shown below:

Fill out the form and then click the “Add” button to add the entry to your Personal Directory. Click the “Cancel” button to return to the Domain Directory.

Send Domain Vmail The Send Domain Vmail screen allows you to send a voicemail message to a user in your Domain Directory. An example of this screen is shown below:

Enter a local extension or an outside number in the “Record Vmail At” field. Choose an entry from the Domain Directory in the “Send Vmail To” drop-down box. Click the “Call To Record” button to record your message.

35 USING THE WEB INTERFACE > MY APPLICATIONS

Remote Calling The Remote Calling screen allows you to place a call through the web interface. An example of this screen is shown below:

Enter a local extension or an outside number in the “Make Call From” and “Make Call To” fields. Click the “Start Call” button to place the call.

Reminder Call The Reminder Call screen allows you to set up reminder calls at a specific date and time. The announcement can be a message stating the time or one of your pre-recorded greetings. An example of this screen is shown below:

The Reminder Call list can be sorted by clicking any of the links at the top of the columns: “Call To”, “Request”, “Time To Call”, “Status”, or “Call Time.” An explanation of each option on the Reminder Call screen is included below:

Call To

If you have a reminder call configured, there will be an entry for it in the Reminder Call list and the number that will be called will be a link. An example of this screen is shown below:

36 USING THE WEB INTERFACE > MY APPLICATIONS

Click on the “Delete” button to delete the Reminder Call, or the “Cancel” button to return to the Reminder Call list.

Create Reminder Call

Click on the “Create Reminder Call” button to create a new Reminder Call. An example of this screen is shown below:

Choose the date on which you would like the call made by modifying the “Date To Call” drop-down boxes. Choose the time you would like the call made at by modifying the “Time To Call” drop-down boxes.

Note: The time listed in the “Time To Call” fields is shown in 24-hour time.

Enter a local extension or an outside number in the “Call To” field. Choose an announcement to be played on the call from the “Announcement” drop-down box. Click the “Schedule Reminder Call” button to create the reminder call, or “Cancel” to return to the Reminder Call list without creating a new reminder.

37 USING THE WEB INTERFACE > LOGOUT

Logout The Logout option logs your user out from the Web Interface.

38 TROUBLESHOOTING Chapter 5 Troubleshooting

Before Contacting Support If you are experiencing trouble using your VoIP phone, please refer to the following basic troubleshooting steps before contacting NextLevelVoice™ support:

1. Check to make sure that your VoIP phone has power and network connectivity.

2. Find out if anyone else in your office is experiencing trouble with their VoIP phone.

3. Check to make sure that your broadband Internet connection is up and working correctly.

4. If your network has a firewall, verify that it is functioning correctly.

39 TROUBLESHOOTING

Frequently Asked Questions Q: I’m experiencing a problem with my NextLevelVoice™ service. Who can I contact for support?

A: Please direct all NextLevelVoice™ issues to your company’s Single Point of Contact first. Your company’s Single Point of Contact is the only person on your account who is authorized to contact NextLevelVoice™ for support issues.

Q: Will my fax machine, postage meter, teletype terminal or other data device work with NextLevelVoice™?

A: While there are data devices that may function over the NextLevelVoice™ system, NextLevelVoice™ does not officially support anything other than voice traffic over its service.

Q: Will my VoIP phone work during a power outage?

A: Your VoIP phone requires both your broadband Internet connection and power to function. In order to have NextLevelVoice™ service during a power outage, you will need to ensure that your phone and networking equipment have a backup power source.

Q: If I turn on forwarding for my account through the web interface and also on my phone, which setting has precedence?

A: The forwarding option you configure through the web interface will take precedence over forwarding done directly on your VoIP phone.

Q: I’m using my phone on a non-NextLevel Internet™ broadband connection and experiencing call quality issues. What can I do?

A: If you are not on a NextLevel Internet™ broadband connection you will need to contact your Internet service provider for any connectivity issues.

Q: How do I enable/disable the do-not-disturb feature on my phone?

Q: How do I reboot my phone?

Q: How do I put a call on hold?

Q: How do I transfer a call?

Q: How do I set up a three-way call?

Q: How can I change my phone’s settings?

A: Please refer to your phone’s documentation for instructions on how to configure it.