phone.com user guide

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Phone.comCommunicate Better

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Account Basics

How to Change your Contact Informationq

How to View Account Billingq

How to Change your Username and Passwordq

Forgot Your Passwordq

How to Change your Contact Information

To modify your contact information, please log in to your account and follow these

instructions:

Select the Account option from the navigation bar.q

Select the Contact Information link to change your contact information.q

After your have made your changes, select the Update button to save.q

How to View Account Billing

To view past and present invoices, please visit the View Billing section when logged in

to your account.


Select the Account Billing link.q

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The billing information will display on the page.q

How to Change your Username and Password

To update your username and password from within your account, please follow these

instructions:


Select the Update Password link.q

Enter your new password then select the Update button to save your changes.q

Your account password is the key to your account. Anyone with the proper password can

access and delete files, order new services, manage email accounts, and even close your

account. Passwords are required for most services.

Please review the following information in order to protect your account with a secure

password:

Bad choices for your password:

Exactly match a word in the dictionaryq

Match a reversed word in the dictionaryq

Is shorter than 6 characters in lengthq

Does not contain a mix of letters, numbers and symbolsq

Is based on your account name, initials, given name, or on any other personalq

information about the user (like SSN,license plate number, etc.)

Is the word passwordq

Is a common name of a person or placeq

Include keys in sequence on the keyboard (like QWERTY)q

Include repeating sequences (like abcabc or ..)q

Is used as a password somewhere elseq

Good choices for your password:

Two words separated by a non-letter, non-digit character like \ear%mast\ orq

\cat,bear#\ (note: Its a bad idea to use these exact examples)Is at least 6 characters in length and contain both numbers and lettersq

Does not fall under one of the Bad Choices listed aboveq

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Forgot Your Password

In the event you have misplaced your password, use our online Password Recovery tool to

help.

To locate the Password Recovery tool, select the Log in link from the top right side of our

main website.

Click the Recover Password Online link.q

Enter yourAccount Username.q

At this point, you can enter the aswers to your Security Questions to proceed.q

Or, we can email the administrative contact of your account with helpful instructions andq

a personalized link which will allow them to change their password, without knowledgeof the existing password.

If you dont have access to the email address on file in your account, you can fax us

a request to change your email address. This request must include a copy of the

administrative contacts state-issued photo ID, or must be on official letterhead for the

contact organization.

Please visit the Recover Password Online section to proceed with this request.

Cant find what youre looking for? Check out ourAccount Administration FAQs.

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Address Book

Your Phone.com Address Book allows storage of all your contacts in one organized location.

When your contacts are kept on file, you can assign rules to specific callers and route them

to personalized menus, queues, voicemail, extensions, and much more. Each extension isprovided with their own Address Book.

Groups

Create Groupq

Add a Contactq

Move Existing Contact to Groupq

Importing and Exporting Contacts

Exporting Contacts to Phone.comq

Importing Contacts to Phone.comq

Exporting Phone.com Contactsq

To access your Address Book, begin by selecting the Extensions option from the

navigation bar.

Select the Contacts icon located next to the extension.q

You can also access yourAddress Bookfrom within your Extension Settings. Select onq

theAddress Bookoption located on the side navigation bar.

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GroupsCreate Group

Groups allow you to keep your contacts organized; create separate groups for anything,

such as your family, friends, clients, and even prospective clients.

To access your Address Book, begin by selecting the Extensions option from theq

navigation bar.


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To begin creating a group from within your Address Book, select the Add/Edit Groupq

button.

Within the Manage Groups section, select the Add Group button.q

An empty text field will appear. Enter a name for your group then Save Changes.q

Group name examples are Family, Work, Friends, etc.

Add a Contact


navigation bar.

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Select the Add a Contact button.q

After selecting Add a Contact, the following screen will display.q

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Enter contact information into the spaces provided then click the Save button.q

Your new contact will display in alphabetical order on the Address Book section.q

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Move Existing Contact to Group


navigation bar.

Select the contact to work with by checking the box to the left of the name.q

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Choose Move to Group from the drop down menu then select the appropriate group.q

Select the option to Move to Group then select the group you want to include thatq

contact. Then, select the Go button.

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Importing and Exporting Contacts

Importing your contacts from an outside source (such as Outlook or Gmail) is easy!

Depending on the service you currently have your address book stored with; you can find

detailed instructions below. If your service is not mentioned, please visit the Help section

with your service for more information.

Exporting Contacts to Phone.com

Yahoo | Hotmail | Gmail | Microsoft Outlook| Orkut |AOL | Mac

Yahoo

To import your Yahoo! Mail address book, save your file as a Yahoo! CSV. Instructions can

be found in the Yahoo! Address Book help section by clicking here.

Hotmail

Using Internet Explorer:

Sign in to your Hotmail accountq

Select Contactsq

Select Print Viewq

Align the cursor with the first letter of the Name columnq

Highlight your contacts by holding down the cursor and dragging it down the listq

Hold down the Control + c keys to copy the list.q

Open Microsoft Excel (or a similar spreadsheet program that supports Comma Separatedq

Values)

Select cell A1 in Excel (the top square on the left side)q

Hold down the Control + v keys to paste (dont use Paste Special)q

Choose Save As from the File menu and select the file type as CSV.Make a note of whereq

you saved the file.

Using Mozilla or Firefox:

Sign in to your Hotmail accountq

Select Contactsq

Select Print Viewq

Align the cursor with the first letter of the Name columnq

Highlight your contacts by holding down the cursor and dragging it down the listq

Hold down the Control + c keys to copy the listq

Open Microsoft Excel (or a similar spreadsheet program that supports comma separatedq

values)

Select cell A1 in Excel (the top square on the left side)q

Right click in cell A1 and select Paste Specialq

Select Text and select OKq

Choose Save As from the File menu, and select the type CSV (Comma delimited).Make aq

note of where you saved the file.

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Using Hotmail Live:

Sign in to your Hotmail Live accountq

Select Contactsq

In the toolbar, select Optionsq

Click Export Contactsq

Under Export Contacts, select the option to Export Contactsq

When prompted to open or save the file, select Save.q

Select a location to save the file, and select Save.q

Gmail

Log in to your Gmail accountq

Select Contactsq

Select Export in the lower-left corner of your Contacts listq

Choose whether to export all contacts or only one groupq

Select the format in which youd like to export your contacts informationq

Select Exportq

Choose Save to Disk then click OKq

Select a location to save your file, and click OKq

Microsoft Outlook

Instructions may vary by which version of Microsoft Outlook you are using. For more

detailed instructions, open Help in Outlook or Outlook Express and type Export in the

search box. Look for topics that include export wizard, export information, exportingcontacts or exporting address book contacts in the title.

Outlook

Select Fileq

Import/Exportq

Export from the main menuq

Choose Comma Separated Valuesq

Select Contactsq

Save exported fileq

Outlook Express

Select Fileq

Exportq

Address Book from the main menuq

Select Text File (Comma Separated Values)q

Select Exportq

Orkut

Log in to Orkutq

Select Friendsq

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Select Download your Contactsq

Then, save your contacts as a CSV fileq

AOL

AOL does not have the functionality to export your address book, so you will need to create

a custom CSV file (through Microsoft Excel or similar program) if you use this service.

Mac

For users of Mac Address Book, you will need to download a small application called

AddressBook2CSV Exporterand then upload the resulting CSV to Phone.com.

Importing Contacts to Phone.com

After Exporting your contacts to a CSV file from your outside source, you will need toImport the CSV file to Phone.com.

To begin, select the Extensions section from the navigation bar.q

Select Extension Settings.q

Locate the Import Contacts link on the left column while on the Contacts page withinq

your Extension.

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Then, click the Browse button to locate the CSV file you created.

Exporting Phone.com Contacts

Exporting the contacts within your Phone.com Address Book to an outside source is easy.

Select Extensions from the navigation bar.q

Select the Contacts icon to the right of the extension you will be working with.q

Select the Export Contacts link from the option on the left column.q

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Open or save the CSV file to your computer.q

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Advanced Voicemail Administration

The administrative call menu allows you perform advanced options when away from your

computer. To use these features:

Dial your Phone.com number

or

Dial your Phone.com number

Access a menu and press * asterisk

or

Enter your extension

Enter your extension number

or

When VM answers, press * asterisk

Enter your password

or

Enter your password

**If you are forwarding your call to an outside number, please make sure to not answer

your phone when calling your Phone.com number and instead, allowing your call to reach

Voicemail. Once you hear your vo icemail greeting, hi t the [*] key to enter your

administrative options.

At this point, you can enter one of the following options:

Press 1 to listen to new voicemail messagesq

Press 2 to listen to old voicemail messagesq

Press 3 to record or choose a new greetingq

Press 4 to place an outbound callq

Press 7 for administrative optionsq

Press 9 to create a new recording for your accountq

On all menus, hitting the asterisk [*] key will go to the previous (up one) menu.

Listen To New Voicemail Messages

After reaching your Phone.com phone number, pressing [*] and entering your extension

and password:

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Press 1

You will now be placed into the voicemail system.The following options are available when

checking your NEW voicemail messages:

Press 1 to rewind [during message]q

Press 2 to return a call to the number that left you a voicemailq

Press 3 to fast forward [during message]q

Press 4 to play previous messageq

Press 5 to repeat the current messageq

Press 6 to listen to the next messageq

Press 7 to delete this messageq

Press 8 to forward this message to another extensionq

Press 9 to save the message to another folderq

Press 0 to access your message envelopeq

Listen To Old Messages


and password:

Press 2

The following options are available when checking your OLD voicemail messages:

Press 1 to rewind [during message]q

Press 2 to call the number that left you a voicemail backq

Press 3 to fast forward [during message]q

Press 4 to play previous messageq

Press 5 to repeat the current messageq

Press 6 to listen to the next messageq

Press 7 to delete this messageq

Press 8 to forward this message to another extensionq

Press 9 to save the message to another folderq

Press 0 to access your message envelopeq

Greetings


and password:

Press 3

The greetings section allows you to record the message callers hear when they reach your

voicemail box. The alternate outgoing message option allows you to record and save anadditional voicemail message to use at a later time. An example of this would be to inform

callers you are on vacation.

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The following options are available:

Press 1 to record your outgoing messageq

Press 2 to record your alternate outgoing messageq

Press 3 to record your name in the company directoryq

Press 4 to choose which greeting you prefer to useq

Press 1 to use your normal greetingq

Press 2 to use your alternate greetingq

Press 3 to use your name onlyq

Placing an Outbound Call


and password:

Press 4

Enter the desired extension or telephone number.

The call is connected and logged in your call logs as an outbound call.

Administrative Options


and password:

Press 7

The following options are available:

Press 1 to change your passwordq

Press 2 to change date/time announcementq

Press 3 to switch brief menusq

Press 4 to toggle strong/weak authenticationq

Create a New System Recording


and password:

Press 9

Speak after the tone and when you are finished recording, be sure to press the pound [#]key.

Completed recordings will be saved in your account and be available in the Greetings

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section of your online control panel.

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Call Blocking

Call blocking allows you to block incoming calls from specific phone numbers to your

Phone.com number(s).

How to Block Numbersq

Recent and Frequent Callersq

Delete a Blocked Numberq

Blocking from Call Logsq

How to Block Numbers


From the Manage Extensions page, select the Settings option to the right of theq

Extension you will be working with.

From the side navigation bar, select the option for Call Blocking.q

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The Spam Callers List below shows the phone numbers our Internet phone system will

block from reaching your number. Callers will hear a busy signal upon attempting to reachyou.

To add a number to the Spam Callers List, click Add a Number to Block or select a

recent call or a frequent caller from the tables below.

Select the Add a Number to Block button.q

Add a Note to keep track of why you are blocking a number.q

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Select the Add button to confirm the number to block incoming calls from. Your newq

addition will appear like this:

Recent and Frequent Callers

The Spam Callers List also displays up to 10 of the most Recent and FrequentCalls to

your number.

To block one of the numbers, select the Block button.q

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The numbers you block from the Recent and Frequent call lists will display in the SpamCallers List with a note describing from where they were added.

Delete a Blocked Number


From the Manage Extensions page, select the Settings option to the right of theq

Extension you will be working with.

From the Settings, select the option for Call Blocking.q

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From the Spam Callers List, select the trash can icon to the right of the number to delete.q

Blocking from Call Logs

Quickly block numbers from the Call Logs section of your account.

Select Call Logs from the navigation bar.q

Locate the call to block. This may require you to filter the call logs.q

Once you have located your call, select the Block button to the right of the call to addq

the number to the Spam Callers List.

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Call Handling Rules

Call Handling Rules give you advanced scheduling options to route calls. Using Call

Handling Rules you can direct all incoming calls or calls received during your schedule to

single or multiple destinations.

Call Handling Rule Options

Forward Callq

Advanced Forward Call Features

Caller ID to Show Meq

Voice Tagq

Call Screeningq

Leave Voicemailq

Go to Queueq

Go to Menuq

Dial by Name Directoryq

Play Recordingq

Play Hold Musicq

Disconnectq

How to Use Call Handling Rules

All Call Based Routingq

Example using All Calls

Schedule Based Routingq

Example using Schedule Based Routing

Caller ID Based Routingq

Example using Caller ID Based Routing

Call Handling Rule Options

This section will provide a brief explanation of each Call Handling Rule and its purpose.

Forward Call

Forward your incoming calls to multiple numbers or extensions. Use Advanced Call

Forwarding options to customize the phone system to your needs.

Step 1: Select Operation

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Step 2: Select Forward Call

Step 3: Enter the telephone number or extension number to which you will

forward your call.

Telephone Number

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Extension

Select theAdd an Extension button located to the right of the Forward Call Number

field.

The list of extensions on your account will display.

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Select the extension to add to the list.

When ready, click the Save Rule Settings.

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Ring Time

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The Ring Time determines how long Phone.com will connect (in seconds) to your outside

number or extension. This may or may not be the amount of time the phone actually rings.

NOTE: This does not determine the amount of rings but rather the amount of seconds it

takes Phone.com to connect to your outside destination.

Play Hold Music While Waiting

Similar to a ring back tone, hold music will play in place of the standard ringing. Select

from our hold music or create your own to add. For more details on creating your own

Music/Message on Hold, please reference the Greetings User Guide.

Advanced Call Forwarding Features

Caller ID to Show Me

When Phone.com is forwarding your number to an outside number, select the Caller ID

that will display on the phone.

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Called Number: The number the party originally dialed to reach you (i.e. your Phone.com

number).

Callers ID: The caller ID of the party that dialed to your number.

Voice Tag

The Voice Tag allows you to tag or label your incoming calls with a unique word or

phrase that will help you identify the incoming call.

Example

To identify the call is for your Sales Department, type Sales into the Voice Tag field.

Call Screening

Call Screening provides the option to preview who is calling before accepting the call.

After hearing the initial operator stating, You have a call from the option to then press

1 to accept the call or 2 to reject is available.

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Leave Voicemail

Selecting this option will direct incoming calls straight to the voicemail for the extension.


Step 2: Select Voicemail

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Step 3: Select the Extension to leave the Voicemail Message

Step 4: Save Rule Settings

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Go to Queue

Queues route incoming calls to a specific group of phones & extensions within your system.

To learn more about creating a Queue, please reference the Queues User Guide.


Step 2: Select Go To Queue

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Step 3: Select your Queue


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Go to Menu

Menus give callers an audio list of possible options. (Press 1 for Customer Service, press

2 for Sales)

A menu is generally the first thing incoming callers will hear when they dial your number.

Your system will play your custom audio message telling callers which key to press.

(Press 1 for Customer Service, press 2 for Sales.).

To learn how to create a Menu, please reference the Menus User Guide.


Step 2: Select Go to Menu

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Step 3: Select the Menu name

Step 4: Select the Save Rule Settings button.

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Dial by Name Directory


Step 2: Select Dial by Name Directory

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Play Recording

Play a pre-made recording for your callers.


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Step 2: Select Play Recording

Step 3: Select Recording

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To listen to your recording, press the Play button.

NOTE: When selecting Play Recording, the system will ONLY play your recording.

Play Hold Music

Play Hold Music before forwarding your calls.


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Step 5: Select the Add Next Action button

Step 6: Select your next operation

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Step 7: After your selection has been made, Save Rule Settings.

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Disconnect

Direct your incoming calls to disconnect. Please note, using the disconnect option will

deduct minutes from your plan.


Step 2: Select option to Disconnect


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How to Use Call Handling Rules

Call Handling Rules can be added within the Numbers section, Extensions section, or

Menus section of your account.

Number Call Handling Rulesq

Extension Call Handling Rulesq

Menu Call Handling Rulesq

Number Call Handling Rules

How to add call handling rules on the number level.

Select the Numbers option from the navigation bar.

Select the Edit button to the right of your number.

Select the Edit button located next to Number Action to display the Call Handling

Rules.

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Extension Call Handling Rules

How to add call handling rules on the extension level.

Select the Extensions option from the navigation bar.

Select the Settings icon to the right of the extension.

Select the link for Call Handling Rules.

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Menu Call Handling Rules

How to modify call handling rules on the Menu level. To learn more about creating a Menu,

please reference the Menus User Guide.

Select the Menus option from the navigation bar.

Select the Edit button to the right of the Menu.

Select the Edit button to the right of the Menu options. To learn how to modify your

Caller Selections and Actions, please reference the Menus User Guide.

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All Call Based Routing

If you select the option forAll Calls from the incoming call type, you will be routing

every single call made to your Phone.com number to the destination(s) of your choice.

Keep in mind that this option will not take your schedules into effect.

Multiple rules are only necessary during the use of a schedule(s). The option forAll Calls

works with the addition of Actions.

Example using All Calls

You are typically in one of three placeshome, office or the car. When a caller dials your

Phone.com number, you would like to have the call routed to your three locations. If you

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do not answer, you would like the call routed to your Personal Assistant. If she does not

answer, you would like the call routed to your Phone.com voicemail.

Heres how the Call Handling Rules will appear when were done:

Incoming Call Type: All Calls

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Select how calls should be handled: Forward Call

Enter your first phone number into the box.

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To add an additional number, select the option toAdd Another Number.

Select the amount of seconds you would like the system to ring your numbers.

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Select the Caller ID you would prefer to show on your phone. Callers ID will display the

number the caller dialed from. Called Numberwill display your Phone.com number.

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We have now constructed the system to ring the first three numbers simultaneously.

Now, select theAdd Next Action button.

Select Forward Call.

To select an extension, select the Extensions button.

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Select the operation to Leave Voicemail. Then, select the extension to leave the voicemail

on.

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When ready, click the Save Rule Settings button.

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Schedule Based Routing

If you select the option to route incoming calls received during your schedule, you will first

need to make sure you have a schedule set up. To learn how to create a schedule, please

reference the Schedules User Guide.

If you already have a schedule created, when it is selected for use with incoming calls, itwill route calls made to your Phone.com number to the specified destinations based on the

hours selected in your schedule.

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Example using Schedule Based Routing

Your business is open 5 days a week from 9am to 5pm; any calls made after 5pm but

before 9am are routed using the After Hours schedule. Incoming calls made during your

working hours will be routed to your Business Menu. Calls made during After Hours will

be routed to a recording then to Voicemail.

Heres how your Call Handling Rules will appear when were done:

Create your After Hours rule first:

Incoming Call Type: Received during After Hours

Select the incoming call type as Received During.

A list of your schedules will appear. Select the appropriate schedule.

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>Select how calls should be handled: Leave Voicemail

Select theAdd New Rule button to create your All Calls rule to direct all calls outside of

your After Hours.

Select the Incoming Call Type asAll Calls.

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Select the group Familyfrom the drop down menu.

Select to Forward Call to your personal cell phone.

Now, create a new rule by selecting theAdd New Rule button.

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Incoming Call Type: Received from Contact or Groups

Select the group Clients from the drop down menu.

Select to Forward Call to your business extension.

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If you cannot answer your business line, the calls will be routed to your Phone.com

voicemail. SelectAdd Next Action then select the operation for Leave Voicemail.

Now, create a new rule by selecting theAdd New Rule button.

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Call Logs

With Call Logs, you can view all incoming, outgoing and missed calls with the date, time

and any applicable charges from within your account.

Where to Find your Call Logsq

Search Call Logsq

Search by Billing Dateq

Search by Custom Date Rangeq

Search Only Queue Callsq

Search To/From Numberq

Search To/From Extensionq

What Your Search Results Showq

Downloading your Call Logsq

Where to Find your Call Logs

Select the Call Logs option from the navigation bar. Your Call Logs will now display to

show all Current Activity.

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Select your preferred invoice time frame then click List Calls.

Search by Custom Date Range

To view a custom date range, click the Custom Date Range link.

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The custom date selection fields will appear.

Select the From Calendar icon to choose your starting date. Click the calendar date to

make your selection.

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Select the To Calendar icon to choose your ending date. Click the calendar date to makeyour selection.

When your desired time frame has been selected, click the List Calls button.

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Search To/From Number

Check this selection to filter your logs to only show calls to or from a specific number in

your account.

To search calls to your number, first select the appropriate date range, following the

instructions above for Billing Dates or Custom Date Range.

After selecting your date range, locate the Show Results For section of your Call Logs.

Select the check box to the left of Only to/from number option. Choose your number by

selecting the drop down menu.

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Call Type Legend

Caller

The Caller column will display the Caller ID of the individual party dialing in. If it is an

outbound call from an extension, it will display the Extension Name.

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Extensions

Destinations tell Phone.com how to route incoming calls to specific Extensions. The

Manage Extensions section displays every extension in your system.

Extension Management

Adding a new extensionq

Modifying Extension Settingsq

Deleting an Extensionq

Extension Settings

Breakdown of Manage Extensionsq

General Extension Settingsq

Outbound Callsq

Extension Voicemail Settingsq

Voicemail Email Notificationq

Send a Text Message (SMS) notificationq

Text Voicemail Serviceq

Extension SelectionsCall Handling Rulesq

Creating an Extension Scheduleq

Click to Call Buttonq

Address Bookq

Call Blockingq

Greetingsq

Conferencingq

Call Logsq

Place a Callq

Send SMSq

Send ChatCallsq

Send a Faxq

Adding a new extension

Select the Extensions section from the navigation menu.

Click the Add an Extension button located in the Extensions section.

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Select the Extension Type by clicking on the corresponding icon. An explanation of each

extension type can be found below.

Extension Types

Virtual Extension | Softphone Extension | iPhone Extension | Adapter or IP Phone

Extension

Virtual Extension

AVirtual Extension allows you to route calls into your Phone.com account to multiple

destinations, such as a cell phone, home phone or work phone. Virtual Extensions are free

and can be upgraded to include a device at anytime.

To add, click the Add Selected button.

Softphone Extension

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ASoftphone is a software program for making telephone calls over the Internet using

your computer rather than using a traditional phone. A Softphone Extension allows you touse your Phone.com account with this software. Additional fees may apply.


iPhone Extension

An iPhone Extension allows you to use your Phone.com account with your personal

iPhone. Active iPhone with service is required and is not provided by Phone.com.

Additional fees may apply.


Adapter or IP Phone Extension

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General Extension Settings

General Extension Settings include basic details about this extension.

Nickname This is an internal nickname that helps you identify this extension.

Extension This is the customized extension number for this person.

Name The name in this field will be included in the Dial-by-Name Directory.

Recorded Name The greeting selected will play instead of our general operator when

reading a name within the Dial-by-Name Directory.

Time zone The time zone setting is used to set the time zone for this extension only.

Include in Dial-by-Name Directory? Selecting Yes for this option will include this

extension in the Dial-by-Name Directory option. If you have selected a Recorded Name,

this greeting will play instead of our general operator when using the Dial-by-Name

Directory.

Outbound Calls

Outbound calls can be placed from your extension using Click to Place an OutboundCall or from your Phone.com device.

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Send an Email notification to

Check this option and enter the email address you would like message notifications to go

to.For two email addresses, separate by a comma.

Attach voicemails as:

Select your voicemail attachment file type by clicking the radio button to the left of the

method you prefer.

.wav file: This standard is playable on any Windows based computer and is theq

recognized standard.

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.mp3 file: A compressed file format used for audio files on most computer media players.q

Voicemail Messages are kept in your Phone.com account for 90 days . We

recommend downloading the messages to your computer to save for a longer amount of

time. The email message will also contain the time, date, length and Caller ID information

for the message.

Send a Text Message (SMS) notification

By checking the Send a text notification** option, a short text will be sent to your

mobile device when you receive a new voicemail and/or fax message. Enter your mobile

number in the field provided (no spaces or hyphens needed) and select your cellular

carrier from the drop down list. If your cellular carrier is not in list, please contact us and

we will help you.

**Please note that separate texting fees may apply with your cellular phone provider.

Text Voicemail Service

Text Voicemail gives you the ability to read your voicemail rather than listen to the actual

message. Your voicemail message is converted by a team of transcribers from voice to text

then emailed directly to you!

Text Voicemail Breakdown:

Transcription can be turned on or off at your discretion.q

At only $0.25 per message, youll find that Text Voicemail is an inexpensive way toq

receive voicemail information quickly and efficiently.

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Select Call handling Rules from the side navigation bar. The Call Handling Rules for this

extension will be displayed.

For more details on how to modify your Call Handling Rules, please reference the Call

Handling Rules User Guide.

Creating an Extension Schedule

Create a schedule with your available hours. This schedule will now be available to apply

when defining your phone number, extension and menu item destinations.

Route calls received during your available hours to one destination and calls received

outside of available hours to a different destination (e.g., send callers to voicemail).

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The participant should make sure to call from a good quality phone, and should make sure

to keep any background noise to an absolute minimum. If this does not help, the

participant should hang up and reattempt a connection into the conference.

What happens if a participant calls into a conference before the moderator?

Depending on the preferences of the moderator, three different outcomes can occur. One,

the participant may be prompted to hang up and call back at a later time. Two, theparticipant may be placed on hold until the moderator arrives, at which point the

participant is placed into the conference. Lastly, the participant may be placed directly

into the conference without having to wait for the moderator.

Does the number of participants affect the quality of the conference call?

As the number of participants increases, so the does the probability of unintended

participant error. Issues may arise, such as background noise, un-muted lines, and the

type of phone used can affect the quality of the conference call.

Can calling cards be used to dial into a conference call?

Yes, calling cards can be used to dial into a conference call. Enter the calling card phone

number, input the cards pass code, and then dial the conference number provided to you

by the Moderator. Depending on the calling card used, you may have to pay a fee

(normally deducted as minutes from your card) for calls made from a payphone.

Call Logs

To learn how to use Call Logs within your account, please reference the Call Logs User

Guide.

Place a Call

To place an outbound call from within your Phone.com account, please follow these

instructions:

1. Select the Extensions option from the navigation bar.

2. Select the Settings icon to the right of the extension you will be placing your outbound

call.

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Call To:

Enter the number of the party you would like to reach into the box.

When you have entered the Call From number and the Call To number, click the Call

button to place your call.

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Select the Caller ID to Use for Outbound Calls to one of your Local Numbers.

SMS cannot be sent from toll free numbers. Setting this to a toll free number will disable

the ability to send SMS from this extension.

After selecting your local number to be used as outbound caller ID, save your changes.

Step 2

Once your changes have been saved, visit the Extension Settings section once again.

Select the Send SMS link from the side navigation bar.

After selecting the Send SMS link, the background will dim and the SMS pop up will

display.

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Enter the number to send your SMS message.

Enter your message.

When ready, click the Go button to send your SMS.

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Your SMS will then be received on the phone you sent it to.

Extension Voicemail Settings

The Extension Voicemail Settings section will display the voicemail settings for this

specific extension.

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Greeting to Send: Select the greeting to send.

Recipients

Enter the name of the person and telephone number you will be sending your ChatCall to.

Or, selectAdd Contacts from your Address Book.

The Address Book will display. To add recipients, click the check box next to the persons

name.

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When ready to send, click the Send ChatCalls button.

Your ChatCall will be sent to your specified recipients.

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Send a Fax

To learn how to Send a Fax from your extension, please reference the Fax User Guide.

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Select how calls should be handled by selecting Receive Fax.q

Select the extension in which to deliver the faxes.q

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In the Extension Settings, scroll down to locate the Notification Settings.q

Selecting the When I receive a new voicemail or fax* option will allow you to check

your faxes via email.

Email Notification

Send an Email notification to:

Enter the email address you would like message notifications to go to.

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For two email addresses, separate by a comma. This option will only apply if you have

selected one of the email notification options above.

Faxes will be attached as PDF documents.

Please remember to Save Changes when you are finished.

Faxes are kept in your Phone.com account for 90 days. We recommend downloading themessages to your computer to save for a longer amount of time. The email message will

also contain the time, date, length and Caller ID information for the message.

Text Message (SMS) notification

By checking the Send a text notification** option, a short text will be sent to your

mobile device when you receive a new voicemail and/or fax message. Enter your mobile

number in the field provided (no spaces or hyphens needed).

To begin:


Select the Settings icon to the right of the Extension.q

In the Extension Settings, scroll down to locate the Notification Settings.q

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Select the check box to Send a Text Message Notification.Enter your cellular telephone number.

Save your changes.

Managing Faxes

Viewing a Fax

Select theExtensions option from the navigation bar.q

Select the Inbox icon to the right of the Extension.q

To view a fax message, simply click the View icon and the message will open as a PDFq

file in your browser.

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Downloading a Fax

Download a PDF fax document and save to your computer.

Select the Extensions option from the navigation bar.q


To download a fax message as a PDF file, simply click the icon for the message you wishq

to download.

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If you are unable to locate the faxes in your email, please check your Spam folder.

Also, please make sure to add [email protected] to your email address book to

ensure the messages are received to your Inbox.

Deleting a Fax

Select the Extensions option from the navigation bar.q


Select the corresponding check box to the left of your fax then choose the Delete button.q

Or, select the trash can icon to the right of the fax to delete.q

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6-Step Send a Fax Process

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5. To add an attachment to your fax, click the Browse button under the Add

Attachments section.

When the file has been successfully uploaded, it will appear in the File List:

5. When youre ready, click Preview Fax.

6. Preview your fax before sending. Then, click Send to send your fax.

Please note we only accept the following file types:

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doc, docx, html, jpg, pdf, ppt, pptx, rtf, tif, txt, xls, xlsx

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2. Give your greeting a nickname. The nickname will help you keep track of the greeting

placement in your account. If this is your voicemail greeting, an appropriate nickname

would be My Voicemail.

3. Type your Greeting into the provided text field.

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4. Select a Voice.

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8. Once saved, your new greeting will appear on the Manage Greetings page.

Upload a Greeting

1. From the Greetings section, locate theAdd a Greeting button.


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3. Select the option to Upload New File.

4. Upload the new greeting from your computer hard drive by clicking the Browse button.

5. Once you have found and selected the desired file, click the Upload button.

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6. After your greeting is uploaded, click Save Greeting.

7. Once saved, your new greeting will appear on the Manage Greetings page.

Record from Phone

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Record your voicemail greetings, menus or other information with the click of your mouse.

Youll instantly be linked to the recording prompt.

1. From the Greetings section, locate the Add a Greeting button.

2. Begin by giving your greeting a nickname. The nickname will help you keep track of the

greeting placement in your account. If this is your voicemail greeting, an appropriate

nickname would be My Voicemail.

3. Select the option to Record from Phone.

4. Select the Click-to-Record a Greeting button.

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Then, follow these instructions:

Begin recording after the prompt.q

When finished, press the pound [#] key.q

Your recording will be played back.q

If you are satisfied, press 1 to save it, 2 to replay, or 3 to try again.q

8. Once the recording is saved, it will appear on the Greetings page for easy management.

Edit a Greeting

To edit an existing greeting, visit the Greetings section of your online account by selecting

the Greetings option from the navigation bar.

1. Select the Edit button to the right of the Greeting to modify.

To edit a greeting created using Text to Greeting:

1. Select the Edit button to the right of your greeting.

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2. Delete the text no longer needed and re-type your greeting.

3. After making your adjustments, click the Save Greeting button. Your greeting has now

been modified.

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To edit a greeting created using Upload New File:


2. Select the Browse button to select a replacement greeting from your computer.

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To edit a greeting created using Record from Phone:


2. Your current greeting will be available for listening on this page.

3. To record your new greeting, select the Click to Record a Greeting button.

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4. The call window will then appear. In the call window, enter the phone number of the

actual physical telephone you wish to use to make your recording, i.e. your cell phone

number.

6. Click the Call button and let us call you to record your greeting.

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7. Phone.com will then ring the phone number you have entered. When you answer this

call, you will be connected to the recording prompt and can begin recording immediately.

Then, follow these instructions:

Begin recording after the prompt.q

When finished, press the pound [#] key.q

Your recording will be played back.q

If you are satisfied, press 1 to save it, 2 to replay, or 3 to try again.q

After you hear the confirmation of your saved greeting on the telephone, please click the

Save Greeting button on the Edit Greeting page.

Listen to Greetings

To listen to an existing greeting, visit the Greetings section of your online account by

selecting the Greetings option from the navigation bar.

1. Select the Play button to the right of the greeting.

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2. You can also listen to greetings from within the Edit Greeting section by selecting the

Edit button

3. Click the play button to begin listening to your greeting.

Delete a Greeting

Visit the Greetings section of your online account by selecting the Greetings option from

the navigation bar.

1. Select the Delete icon to the right of the greeting to delete.

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2. If this greeting is currently in use within your account, the greeting will not be deleted

and an error message will display.

Before you can delete the greeting, you must remove it from usage within your account.

Once removed, the delete option will be available.

Message/Music on Hold

Message/Music On Hold gives you the option to select a customized message to play when

callers are waiting on hold. Create your own message by adding/editing a greeting andenabling it as music on hold, or order a custom message from our professional recording

services.

Text to Greeting Music/Message on Hold

Upload Music/Message on Hold

Record Music/Message on hold from Phone

To locate, order or manage your custom Message/Music on Hold:

1. Select the Greetings link from the navigation bar.

2. Select the Message/Music on Hold link from the Greetings page, as displayed in the

image below:

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After selecting the Message/Music on Hold link from the Greetings page, the following

page will display:

To create your Message/Music on Hold, follow the instructions below:

To begin creating a greeting, select the Greetings option from the navigation bar.

Text to Greeting Music/Message on Hold

With Text to Greeting, you can simply type your script, select a voice, add sounds andpreview then upload to your Phone.com account.

To begin, select the Greetings option from the navigation bar. Select the Add a Greeting

Follow the instructions below to create your Text to Greeting:

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1. Select Greeting Type as Text to Greeting

2. Select the Yes option to Allow for use as hold music.

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4. Type your Greeting into the provided text field.

5. Select a Voice.

6. Add Sounds (optional).

7. Preview your Greeting by selecting the Preview button.

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8. Add Notes (optional) and click Save Greeting.

9. Once saved, your new greeting will appear on the Message Music on Hold Greetings

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page.

Upload a Message/Music on Hold

1. From the Greetings section, locate the Add a Greeting button.




3. Select the option to Upload New File.

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4. Select Yes to Allow for Use as Hold Music.

5. Upload the new greeting from your computer hard drive by clicking the Browse button.

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2. Begin by giving your greeting a nickname. The nickname will help you keep track of the

greeting placement in your account. If this is your voicemail greeting, an appropriate

nickname would be My Voicemail.

3. Select the option to Record from Phone.

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