Changing names on a phone (Extension)

Log into switch and go to Extensions. Find extensions that need to be changed and double click on one. In the General area of extensions you will change the extension name NOT the extension number unless requested to change that as well. If email is needing to be updated or added go to the voice mail or Application permissions and add as needed. Once change is made hit apply

Changing names on the phones jpeg

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Call Log button not working

Go into the Dashboard in the Manager and check the Alerts and Notices for any known issues with call log issues. If yes then please inform the customer of the information. If no then please do the following On your own phone press your call log and see if you have the same issue and can replicate it if yes the escalate to Tier 2 but if not then please do the following       Log into switch and go to Extensions. Pick the extension having the issue or the first one on the list of ones having the issue.  Double click extension and once extension has loaded go to the Button Mapping to make sure it’s still has the configuration. If it doesn’t then please redo button mapping hit apply and save and make sure to notate on ticket too. If yes the button mapping is still there then close out the extension window and right click on the extension and go to Access Endpoint Web Interface then click on Via Thin Client. A window will pop up and click the View In Browser, once page is loaded you will need to select the Softkey and XLM to make sure the button mapping that is in the manager is showing here as well. If it is then please escalate this up to Tier 2. If it’s not then that means that there is an issue with the configuration and it may have lost it. You need to go to the Configuration Server and check the configuration. If it has been lost then please reconfigure save and then test phone to make sure that issue is resolved. If it’s not still resolved then please escalate to Tier 2.

IN&OUT CLLS

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Changing music on hold

Once they have emailed the WAV file to the support email we then save it and reformat if needed then log into switch. Go to Zones and find the tab named Music on Hold at the bottom of that page click Add File a window will pop up where you can select the WAV file. Once selected and back to screen highlight file and press Upload Files. When it’s done a window will pop up just click okay.

music on hold

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Voicemail messages that tells message is unavailable.

First check the Dashboard in the Manager under Alerts & Notices to see if any voicemail issues are going on that we are aware of or not. If yes then please let the customer know it’s a known issues and if there is an eta please give it to customer otherwise let them know you will call them when the issue is resolved. If no then make a test call into your voicemail to make sure you can’t replicate issue. If you cannot replicate the issue then please escalate to Tier 2.

Call your voicemail to make sure you can’t replicate issue

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Unable to make or receive calls

Make a test call to the numbers affected. Check the Dashboard in the manager under Alerts & Notices for any carrier issues. If any Carrier issues are under the Alerts & Notices please let customer know and try to find out the ETA before calling customer if possible. If they are not able to be reached and the customer has internet and no carrier issues under the Alerts & Notices then please escalate this ticket to Tier 2.

not receiving calls

Escalate ticket to tier 2

sending message to tier 2

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Not receiving faxes

You will not be going into the manager for this one, first thing you will do is send a test fax to the customers fax number to make sure they can in fact receive faxes. Once you have sent the fax wait about 10 min to call customer back to verify if they got fax or not or have them call you once they receive the fax or not. If they receive the test fax from us that shows that they are able to receive faxes. From here once you verify they got the test fax do a test call to the number they said was trying to fax to them to make sure it’s a fax number. If it is and your customer got your test fax and not the other persons then the other person needs to check with their fax line provider. Now if they don’t get your test fax then you will need to escalate this issue to Tier 2.

 

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Call Quality is really bad

First you will want to check the Managers Dashboard for Alerts and Notices. If nothing there then you will need to check the IP Service Levels. Find location and click on the IP address, another window will pop up and you want to check the Jitter, Lag and Loss. Now if these are high you will need to call the internet provider for that customer. When calling the internet provider make sure to go to Technical Support. Explain that we have a mutual customer and that when we check the network we are showing jitter or packet loss or whatever that you see you let the internet provider know. They will do there test and when those are done if they do find and issue and need to send someone out make sure to grab the ticket number from that so that you can log it on the ticket you made in our system that way if anyone else needs to work on that issue all the information is there. If it is not there issue and everything look fine then have them manually restart the phones and at that time if they are still having those issues please escalate to Tier 2.

jitter and lag losswhite noise

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Park buttons have question marks next to them

Have customer get off the phone and do a manually restart on the phones. (Unplug the phone and then plug it back in after 10 seconds) If this doesn’t fix the issue then follow next steps.

Go into Extensions and double click the extension and go to the Button Mapping and verify that the programming is still there. If it is then you will close the window and right click on extension and go to Access Endpoint Web Interface put mouse over it and another window will pop up click on the Via Thin Client and another window should pop up. Select View in Browser window will pop up asking for user name and password you will enter for Username: admin and Password is 2749662. Once in go to the Softkeys and XLM so verify that the programmed keys still show the programming. If programming is still their and restarting the phone/phones hasn’t worked then you will escalate ticket to Tier 2.

Access Endpiont

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Phones ringtone not correct in ring group

Log into switch and go to ring groups and make sure no new extensions have been added and haven’t been plugged in and are not live in the ring group. If you find an extension that is in the ring group and isn’t live this will mess up the function because its looking for an inactive phone which means it won’t work properly. Please remove the inactive extension from ring group. Also verify with the Ring Plan which one is active just in case someone put the system into override mode. If they have put it in override mode then you will go to the Ring Plan and where it says Active Ring Plan you will bring down the drop down window and select Schedule Mode (OFF). A window will pop up and say ring plan has been changed and you hit okay. Then save and make sure to notate the ticket number and what you did. Now if you have watched the call flow and checked the ring group make sure that they are in the correct ring plan mode and still not able to fix issue then you can escalate the issue to Tier 2.

call flow

Schedule mode off

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