UC Portal Access
How do I log into the Blueface UC Portal?
Log in by visiting https://uc-portal.blueface.com/ and entering your Username and Password.
Locate your Username and Password by checking the Registration Email you received when you signed up with Blueface.
Softphone App Access
I’ve lost the username/password credentials to my device, what should I do?
Please contact firstname.lastname@example.org, a new username and password will be generated. For security reasons, Blueface always resets both at the same time. The service will be down from the moment of generating the new credentials until the new ones have been entered to the device.
How to access my Mobile Softphone App? Where can I find my credentials for the Mobile Softphone App?
Blueface Softphone App is included in every Hosted Seat.
To access your Softphone, download the App from the Google Play or Apple Store and follow the installation steps.
Softphone credentials can be found via the UC portal under the Device section.
You can also find Softphone credentials by clicking the Avatar in the top-right of the UC Portal to open the Quick Menu Profile Sidebar.
I received a ‘Wrong Credentials’ Error Message when logging into the Softphone App using my UC Portal credentials?
Softphone App credentials are not the same as UC Portal credentials.
UC Portal credentials are sent to you via email when your account is setup. Softphone App credentials can be found on the UC Portal in the Quick Profile Sidebar or Devices Section.
Busy Lamp Field
What is Busy Lamp Field?
BLF stands for Busy Lamp Field. Typically this is a light, or LED light with buttons, on an IP Phone that indicates whether another extension or phone is available, ringing, or busy.
How do I program Busy Lamp Field?
BLF can be programmed through the UC Portal. Click into the device and then select ‘Functions’. Starting from number 5 you can select this button to be assigned as BLF and then select the device that you wish to monitor on this button. You can then also provide a name that will appear on your screen against this button.
How is BLF Useful?
BLF is beneficial as not only can you see when a colleague is available to receive a call but also allows you to intercept a call ringing through on a colleagues phone. Speed Dials can also be set up using the BLF functions.
If you know that a colleague is away from their desk and you can see a call coming through on their device you can hit the BLF button assigned to them and the call will transfer over to your device.
You can also hit a BLF button to make a call to a colleague rather than having to dial their full extension number.
How can I tell if my Colleagues Phone is Ringing?
You you have BLF set up on your device for your colleague, this BLF function will Flash Red when then device is ringing.
How can I tell if my Colleagues is currently on a call?
You are able to see from the BFL set up on the sidecar of your device if your colleague is on another call as their assigned BLF function will be a solid red.
Can I use BLF across my Federated Account?
Yes, if the accounts are Federated, you are able to use the BLF feature across all accounts.
What is a Call Flow?
A Call Flow allows you to customise how numbers route to Users, Groups, Devices. From here, you can also configure an Automated Attendant/IVR, Time-of-Day rules or Off-Net (outside) call routing.
Can a Call Flow be linked to more than one number?
Yes you can have multiple numbers linked to one Call Flow. However, if you wish to change how calls route to a particular number it is best to create a new Call Flow for this as if you change a Call Flow that is assigned to multiple numbers it will change the routing for all numbers.
Who can edit a Call Flow?
Call Flows can be edited by users with the Customer Administrator privilege or higher.
How are Time-of-Day Public Holidays Determined?
The UC Portal supports Bank Holidays for over 12 different countries and time zones. Depending on the country the account is being opened for, the system automatically has the information. All you will need to do is activate it when required or requested by a customer through the Time-of-Day element.
How can I set up a temporary message on my phone?
The Time of Day element allows you to control the rules around when and how your calls are directed within or outside your usual business hours. It is also possible to customise any of your Call Flows with the Time of Day element.
Open the Call Flow Section of the UC Portal and click on the ‘Create New Call Flow’ button. Drag the Time of Day element from the right-side list into the Call Flow Designer.
Begin by clicking on the […] on the top-right corner of the Time of Day element, followed by Settings – this will display Time of Day Element Settings.
Check the Time checkbox to activate the Time option; once you have done so you can then drag the blue sliders, denoted by an [O] to set the start and end time of your business hours.
Once you have set your business hours, move onto the Days of the Week tab by checking the boxes beside the days you wish this Call Flow to be active. Click on OK to save and return to the Call Flow Designer.
Any elements placed inside this time of day box will only be active during the specified timeframe, this will allow you to set different call routing at different times, or play different messages at different times.
How do I Divert a Number to my Mobile?
To divert calls to your mobile, the steps are as follows:
Go to the Call Flow Designer on your UC Account
Create a New Call Flow, and add a ‘Ring’ element
Select the Ring Element option and click into the ‘Off-Net’ numbers Tab
Input your mobile number
Save the Call Flow
Once the Call Flow is saved you can link it to the number you wish to divert. All calls to this number will then divert to the Off-Net number. A charge will apply unless you have a mobile minute package.
How can I Filter my Call History?
There are many ways to filter the Call History on the Portal. It can be filtered in the following ways:
Start & End Date: You can select a certain time period in which you want calls to display for
Group: If you have numerous groups set up on the account you can filter through these to see the calls that are only relevant to a certain group
User: You can select a User and only their calls between the time period will display
Device: You can select a Device and only the calls made from or received to this device will display
From/To: You can enter a number that a call was made From or To and this will show you all calls in relation to that number between the dates you have requested
Duration: You can choose to only see calls that were more than 30 seconds, more than 60 seconds, more than 5 minutes or more than 10 minutes
What is the Timeframe of Call History on the Portal?
The timeframe for Call History records is 1 year.
Who can see Call History on the Portal?
Depending on the User Role, Call History will display differently.
An Admin User will see the call history for the full account
A Regular User with ‘Group Monitor’ privileges can view the Call History for any group they are a member of
A Regular User can only see their own Call History
How do I set up Call Paging?
To set up Call Paging, this is done through the Call Flow Designer. The Paging Element will be placed within the Call Designer and all devices that are to be associated with the Page will be added to the element. Once this Call Flow is Saved, it will then be linked to an internal number and be ready for use
Who can use Call Paging?
All devices on an account can dial a page, or be paged. However, if desired a Pin can be assigned to a Page to ensure only those with permission to make a page can do so.
Can an Off-Net Number be Paged?
A Page can only be sent to a User, Physical Device, or Group on your UC Portal Account, so no Off-Net numbers can be paged
What happens if I recieve a Page while on a call?
If you are on an active call while a page is put through to your phone, the page will not come through. Paging will only be active on all idle devices within a page group, so as not to interrupt a call which is taking place
Does a Page work on a Softphone?
No, Paging will not work on a Softphone, as it can only be used on a hard Deskphone
How do I place a Call into Call Park?
To place a call into a Park position you simply press transfer and dial the extension number assigned to a Call Park. You can also set up a Softkey on your Device to the Call Park Number and press this after selecting transfer.
How do I retrieve a Call in a Call Park?
To retrieve a call from a park position, simply dial the extension number of the Call Park they are waiting in, or if configured, press the softkey assigned to this number.
How do I know if there is a Call in a Call Park?
If a device has the Call Park Positions provisioned on the sftkeys, it will flash red to show that a call is currently parked in the position.
What happens if I place 2 calls into the same Call Park position?
If you place 2 calls into the same Call Park Position, both calls will connect and they will be able to communicate with each other. It is recommended to ensure that multiple calls are not sent to the same Call Park.
What is the difference between a Static and a Dynamic Park?
Park allows you to create a Callflow that sends a call to a single defined call parking space (a static park) or to one of a range of call parking spaces (a dynamic park).
The former can be thought of as a single parking space, while the latter can be thought of as a parking lot.
When a call is sent to a parking space, the call is placed on hold, and will remain on the extension number linked to the parking space until a User dials in to that extension to retrieve the call.
The ‘Park’ element is a sole purpose element. This means that you would set up Call Flows for each static park or dynamic parking lot you need, and you would not combine the Park element with other Call Flow elements, such as Paging.
This allows users more time to attend to other tasks. If a call is parked, the intended call recipient can then finish other tasks before picking up a call that is Parked.
Different Music on Hold can be applied to a parked call by visiting an account and then Music on Hold.
Why am I unable to retrieve a parked call from my KX-HDV130 or Mobile Softphone?
These devices do not have a programmable button capable of monitoring the dynamic call parking locations.
Please use a static park extension for these devices. For more information see contact email@example.com.
What type of Calls can Call Recording be applied to?
Call Recording can be applied to all calls made to and from the User, once activated on their User Profile or Device line. This includes Internal and External calls. however, if an incoming call is made to a User and their Call Flow is set to divert to a 3rd Party Number (Off-Net) then the call will not be recorded.
How do I set up Call Recording?
To set up Call Recording you can contact the Blueface Support Team and request this to be activated. Call Recording can be activated on a User or Device level.
How long do Recordings stay on my UC Account?
Call Recordings will be available on the UC Account for up to 3 months or 100 hour. Depending on which milestone is reached first, the recordings will be removed to allow for newer recordings to be saved.
How can I retrieve a Call Recording that is no longer on the Portal?
Unfortunately, once a Call Recording has been removed from the UC Portal there is no way that it can be retrieved. We would advise Users to ensure recordings are downloaded from the Portal and stored independently on a regular basis if they need to be kept for a longer period of time.
How do I start and stop Call Recording during a call?
You can start and stop Call Recording mid-call by following the instructions below.
Activate Call Recording and set to Optional.
Start recording by pressing *1 on your device.
Stop recording, simply hang up or press *2.
Call Recording is included with every Blueface Unlimited Seat but can be added on to any plan for €5 per user per month.
How does Optionally Record work?
If a User Profile or Device is set to Optionally Record, this means that the call will not record unless the User inputs the code *1 to activate call recording.
How do I pick up a call that is coming on my colleague’s phone?
In order to transfer a call to a colleague you do not need to place the initial call on hold. In order to transfer a call, the steps are as follows:
1. Press the Transfer button on your device (this will automatically put your call on hold)
2. Enter the number you wish to transfer the call to
3. You will then hear the call ringing through
4. To complete a blind transfer you can end your call now and the call will continue to ring through to the number you transferred to
5. If you wish to speak to the party you are transferring to then you can wait until the answer the call. Once you are ready to then transfer the call all you need to do is hangh up your device.
How can I divert my calls to another number via the handset?
You can divert calls from your landline to your mobile by entering the details on your device rather than changing the callflow on the portal. To do this the steps are as follows:
Panasonic TGP 600
Select ‘System Settings’
Select ‘Call Settings’
Enter the number you wish the calls to be forwarded to and then click ‘Ok’
Panasonic HDV Range
Select ‘FWD/DND’ Select ‘FWD(All)’
Enter the number you wish the calls to be forwarded to and then click ‘Ok’
To remove Call Forwarding follow the above steps and select ‘Off’
Poly VVX Range
Select either ‘Always’, ‘No Answer’, or ‘Busy’
Enter the number you wish the calls be forward to and then press ‘Enable’
To remove Call Forwarding follow the above steps and select ‘Disable’
Select ‘Call Features’
Select ‘Call Forwarding’
Select ‘Forward All’
Press the Confirmation Key
Press ‘Target and enter the number you wish to forward the calls to and then press ‘Enter’
Can I stop my device from making Outbound Calls
Yes, outbound calls can be blocked on a Device or User level. Contact Blueface Support to have them put an Outbound Call block in place. All Outbound Calls can be blocked, or you can select to only block specific types of calls (National, International, Premium, or Mobile).
How can I take a second call without losing the first call?
If you receive a second call while already on another call, you will hear a Call Waiting tone.
You can answer this second call by placing the first call on hold, and then answering the second call.
Alternatively, you can simply press the Answer soft key or flashing Line Key depending on the device. Most devices will automatically place your current call on hold to answer the second one.
I don’t want calls to come through when I am already on a call. Is this possible?
Call Waiting is enabled by default on all Blueface Devices. This means that when you are on a call, another call can still ring through to the device. This second incoming call will cause you to hear a beep, alerting you that there is another call on the line. You can place the current call on hold or finish the call and then answer the second call.
However, Call Waiting can be disabled on the device through the UC Portal. This will prevent incoming calls ringing on your device if you are already active on a call. The caller of the second incoming call will immediately get a busy tone alerting them that you may already be on a call and allow them to hang up the call or leave a voicemail if you have this set up.
How can I transfer calls to my colleagues?
To pick up an incoming call on someone else’s phone, you have a few different options.
1. BLF (Busy Lamp Field): BLF can be configured on your device to monitor specific lines on another Users’ devices. This provides you with a visual indication of when others are receiving calls through a lamp indication on the sidecar on your phone. When a lamp indicates another User is receiving a call on their line, press the flashing button on your handset to pick up the call.
2. ** Key: Use your phone’s dial pad to key in ** followed by the other user’s extension number.
3. Console: Use the Blueface UC Console to intercept the call. The User will need to have the ‘Intecept Call’ setting enabled for ‘All Users’ or for ‘Selected Users’ for this feature to work. To edit these settings, check the Settings tab in the Users section of the UC portal.
Please Note: UC Console is an Add-on feature that costs €7 per user per month. Email firstname.lastname@example.org to activate the Console on your account.
What is the Click-to-Call Functionality?
The Click-to-Call Function allows Users to initiate a call from the UC Portal within any of the following sections:
The call will initiate from an active device associated with your User Profile. If you have multiple devices assigned to your User Profile, a pop-up will appear on screen to allow you to choose which device you wish to make the call from.
How Does Click-to-Call Work?
The Click-to-Call Function allows a User to initiate a call within the UC Portal from their device. Within the areas that have the the Click-to-Call functionality you can click on the blue circular button beside the telephone number to start the call. If you have only one device assigned to your User Profile then the call will be made from this device. However, if you have multiple devices assigned to your User Profile then a pop-up box will appear to allow you to select the desired device that the call is to initiate on. Once you have clicked the Click-to-Call button you can then pick up the handset and you will hear the call dialling.
Who can use the Click-to-Call Functionality?
In order to use the Click-to-Call feature you must be a User on the UC Portal account and also have a device assigned to your profile. The is due to the click-to-call functionality needing to recognise the user and device making the call.
How many participants can be on a Conference Call at once?
Audio Conferencing can allow 32 end points be on a call at the one time. If you require more participants to be able to join a Conference Call, please contact Blueface Support and request this with them.
Can I change my Conference Room ID?
Audio Conference Room IDs are randomly generated and can not be changed
Can I change my Conference Pin Number?
Yes, Conference Pin Numbers can be changed under the Conferencing Menu on your User Profile.
Where do I find the Audio Conferencing Room Number and PIN?
Every Blueface UC User has a unique conference room and PIN.
Log in to the UC Portal.
Click the User Avatar in the top-right corner of your screen.
Under Conferencing you will find your Room and PIN details.
I do not want someone using my Conference details, how can I avoid this?
While you are unable to change the Conference Room number that has been assigned to you, you can however change the pin number associated with the room. It is best practice to update your password after each Conference Call so that your details can’t be used by any unauthorised users.
Can I have People join my Conference Call from Multiple Countries?
Yes, multiple people from across different countries can join a Conference Call. Check out the Portal for the list of International Bridge Numbers available.
Where do I find the call-in numbers for a Video Conference?
During a Video Conference, you can click on the menu in the lower right corner to see the dial-in number and credentials.
What is Console?
The Console is a virtual recreation of a traditional receptionist’s console. It allows a user to see the call activity of all users on an account in real time. And allow the User to transfer, intercept, and manage calls from the browser.
Who has access to the Console?
Only authorised Customer Administrator User’s with the extended Console permission have access to the Console.
Can I select who I can see on the Console?
Yes, you can select the specific Users you wish to see on the Portal and also set up a favourites list. This will allow you to see their status once you log into the portal but you will still be able to see the status of all other Users to the side.
Do Contacts sync with my Device & Softphone?
Contacts will sync with your Desvices remote phonebook. However, they do not synce with the current release of the Softphone, UC Phone and MS Teams.
How do I upload Contacts?
There are two possible ways to add contacts to the UC Portal.
1. Manual Contact Upload
2. Multiple Contact Upload through a .CSV template
To upload contacts to the Portal Manually the steps are as follows:
From the Dashboard screen, please access the Contacts section
Click on the button, which will populate the ‘Add Contact‘ page
Enter the required information
Once you are satisfied with the contact details please click the button to create the contact
You can then repeat this process until you have added all contacts
To upload multiple contacts using the .CSV Template the process is as follows:
We would advise manually adding the first contact to the portal, so that when you download the template you will see how the information is to be added. The steps for this are outline above.
In the Contacts sections, click the ‘Imports’ button
This will open a pop-up box, where a sample file can be downloaded
When this file is opened in Excel it will already have some populated headings and the first contact you have added
Enter the contact information where required
Once all the required contact details have been input to the .CSV file, it can then be uploaded to the Portal by dragging & dropping the saved file into the media uploader
Once the file has been uploaded the new contact(s) will appear in your Contacts on the UC Portal & the address book on your associated Device
Can I have unique Contacts for my Device Only
Yes, you can upload contacts that will only be shown on your device rather than all devices on the account. When you are uploading the contactsto the Portal you need to ensure that you select your User Profile as the owner. This will then ensure the contacts are only uploaded to the device assigned to you. If you wish to upload contacts to all the devices on the portal then you will select the Company as the owner.
How do I add new Contacts to my Current Contact List?
To add new Contacts to your existing contact list the steps are the same as adding initial contacts to the portal. Once you add in the new contacts this will then also show in your contacts list on the portal and device.
Contact Import Error: Contacts will not Import and the file will not load.
Certain fields are required and the number of characters that can be input in a field is limited. You must have a First Name, Last Name and at least one Phone Number for each contact. Header titles may or may not be required depending on what file type you are trying to import. The error page you are getting explains a lot about what is wrong with your file.
Example: An error page may show an error on line 4 but the problem is actually on row 5. Headers are not counted.
Does Blueface offer support to any device?
Blueface does not offer support for any PBX or devices connected to a PBX. Configuration and maintenance of these devices are solely the responsibility of the customer. We advise customers to contact the supplier of the device or the manufacturer for support assistance.
The Firewall Settings are as follows:
1. Allow all traffic from and to Blueface Service IP range as illustrated in the Service Network, Addresses and Ports Documentation
2. Make sure SIP ALG is disabled
3. UDP – Alive timeout needs to be set to 200 seconds
4. QoS – Enable Quality of Service to partition the bandwidth to prioritise the voice traffic
Does Blueface offer service for firmware updates for 3rd party devices?
Blueface cannot assist with firmware updates to 3rd party devices. We advise customers to contact the supplier of the device or the manufacturer for any support queries.
Who can Add/Remove Devices from my Account?
In order to have a device added or removedfrom the contact please contact the Blueface Support Team
Who can edit the details of a Device on my Account?
If you are a Regular User on the account you will not have access to your device on the portal. Only a Customer Administrator or above will have the access to make changes to the details of the device.
Can I have multiple Caller IDs on my Device at the same time?
If you have a device that allows doe multiple lines (VVX 250, VVX 350, VVX 450, HDv 230, HDV 330 etc.) then you can have a unique line for each Caller Id that is required. You can then select the line in which you wish to make a call from to ensure the correct Caller ID is displayed.
Can I have my Device set up for Different Countries?
Again if you have a device that allows for multiple lines this is possible. you can add a unique line for each and set the country as required. This will allow you to make calls within this country without having to enter the country dialling code.
How do I set the Caller ID for my Device?
Caller ID is set by going to the Devices section of the portal. From there select the device you want to set the Caller ID for, and click the Edit Icon.
Once you see the device details, click the ‘Device Lines’ tab. Click the arrow next to the line you wish to configure.You will now see the ‘Number Internal’ and ‘Number External’ fields.
Here you can select the outbound Caller ID in the Number External field, and the Internal Caller ID will display your internal extension when calling colleagues.
Why is my device not ringing?
1. Review the call flow section to see if the correct device / user is set to ring.
2. Ensure that your Ringer Volume is turned up on the device.
3. Check your Device is Active by visiting the Devices Section on the Blueface Unified Communications Portal (UC Portal).
4. Check that Do not Disturb (DnD) is disabled.
Are there any general troubleshooting steps that are recommended for ATA and OBI adapters?
Blueface offers no support for these adapters. Please consider upgrading to our fully hosted services.
How do I send a Fax?
In order to send a Fax on the UC Portal you must be set up as a User. Whitin your User Profile the ‘Send Fax’ option must be toggled to ‘Yes’. If you are a User and this is not toggled ‘Yes’ and you attempt to send a fax you will receive a failure message.
When sending a fax, go to your mailbox and open a new email.
Enter in the To: field the recipient’s fax number followed by the Blueface fax domain: @fax.blueface.com.
You can then scan the document that you wish to send and attach the file (in .PDF or .TIFF format) to the email.
The subject line and the body of the email can be left blank, as nothing inputted here will be sent to the final destination. The email can then be sent. You may, however, want to use a subject line for your own reference purposes.
Once the email reaches its destination you will receive a confirmation email. If there is an issue sending the fax, you will receive a failure notification.
How can I send a Fax?
In order to send a Fax on the UC Portal you must be set up as a User. Within your User Profile the ‘Send Fax’ option must be toggled to ‘Yes’. If you are a User and this is not toggled to ‘Yes’ and you attempt to send a fax you will receive a failure message.
Do I need a Fax Machine?
The answer is No. You are only able to receive a Fax to your email client with the Fax attached to the email as a .PDF or .TIFF file.
How do I edit the Email that is attached to my Fax Number?
To edit the email address that is assigned to your Fax Number on the UC Portal the steps are as follows?
1) Within the Number Section of the portal, click the ‘Edit’ button across from the number you wish to transfer to a Fax Number
2) This will generate a pop-up box
3) Under ‘User Email Address’ you will see the current email address the Fax Number is assigned to
4) Enter the new Email Address in which faxes are to be sent to and then click ‘Save’
5) The Fax Email Address will have now been updated
Can you have a Fax set to come into multiple Email Addresses?
No, we can only set the Fax Number to come through to 1 email address. If there is a requirement for faxes to be delivered to multiple email addresses then there must be a distribution list that can be attached to the Fax Number.
What is a Federation?
A Federation is a series of accounts that receive individual invoices, but are linked together under one umbrella account. along with individual billing, it allows you to contact devices within other companies of the Federation by dialing their internal extension numbers. This means however, that you can not have the same extension number present on multiple accounts within the Federation. A Federation Administrator can be set on the account, and they will have fullcontrol over all the federated accounts with each individual account still having their own Customer Administrator.
How will a Federation affect my Account?
Being part of a federation means that you now share a pool of internal numbers. This means you can calls to members of your federation using these internal extensions. Other than that, there are no other day-to-day differences to your account.
What is the maximum number of accounts that can be Federated?
There is no limit for the amount of accounts that be added into a Federation.
How are Groups beneficial to me?
Groups can be beneficial as they allow for multiple users to be gathered together based on different characteristics such as their role, department, team, etc. You can create Groups within these various areas and pull reports based on them. For example, you could add a Callflow that results in all Users within a Group being called and then monitor the call history for this group. A User can also be assigned as a Group Monitor allowing them to view details on the Users within that group such as Call History, Contacts, Voicemails & Recording.
How do I set up a Group?
To create a group on your account the steps are as follows:
1) Groups can be found in the People section of the Portal
2) Once you open the Group section, click on the ‘Add Group’ button
3) Firstly, give the Group an applicable Name & Destination and then click ‘Add’
4) This will bring you to the Edit Group section
5) Click the ‘Add Users’ button which will populate the Select Users section
6) Select the Users to be added to the Group and then click ‘Select’
7) Then click on ‘Save’ and the group will be created
How many Groups can I have on my account?
There is no limit to the amount of Groups that can be added to your account.
Music on Hold
What type of media files are supported by Blueface?
You can upload any .wav, .ogg, .aac, .wma, .flac, .mp1, .mp2, .mp3, .mp4, .opus, .ra file types to the UC Portal for use in Hold Music, IVR Messaging, or Voicemail Greetings.
What happens if I have multiple Music on Hold files?
If you have multiple Music on Hold selected, one will be allocated to play at random from the bank of selected Music on Hold files each time a call is placed on hold.
What happens if I have multiple Music on Hold files?
If you have multiple Music on Hold selected, one will be allocated to play at random from the bank of selected Music on Hold files each time a call is placed on hold.
When will my Music on Hold play?
When callers are placed on hold or transferred into a Call Park position
Can I have Music on Hold play in place of dial tone?
No, Music on Hold can not be played in replacement of dial tone. If you want callers to hear a message while waiting for their call to be answered then the call will stop dialing and not start again until the message is finished and it moves back onto a Ring element.
Can I have different Music on Hold for different callers?
Music on Hold is set at an account level for all incoming or outgoing calls. Unfortunately, this means that all callers will have the same Music on Hold
What Numbers can I add and how do I add a Number?
An Admin User on the account can add internal numbers to the account. To do this the steps are as follows:
1) Click into the Numbers section on the Portal
2) This will generate the numbers and list all the numbers that are currently on the account
3) Click on the ‘Add’ button which will generate a pop-up box and you can enter the internal number you wish to add to the account.You can also select the Callflow you wish to assign to this number before clicking on ‘Add’
Please note, If you require any geographic or international numbers you must contact Support to have this added to the account.
What format can be used for Internal Numbers?
Internal numbers can be between 2 – 5 digits in length, however we do not recommend 2 digit extensions. The system will also not allow any Emergency numbers such as 999, 911, 112 or other short dial numbers that are used for services to be added as extension numbers such as 171
How do I arrange to Port my Number?
Please complete the Number Porting Porting Form on our website at this link https://www.blueface.com/porting-form/
A Member of the Blueface Onboarding Team will then contact you to arrange the Port
What is required to Port my Number?
For all Irish Number Ports, Blueface require:
Copy of a Bill from your current provider (No older than 3 months)
Account Holders Name & Address
Universal Account Number (UAN)
Details of the numbers that you wish to port
For International Number Ports, please contact email@example.com
How long does it take to Port a Number?
The timeframe for Irish porting depends on the amount of numbers that have been submitted for porting.
1) Less than 10 numbers – This port can be completed within 5 working hours of the time the port was submitted
2)10 or more numbers – a port of 10 or more numbers can de done within 3 working days from the time the port is submitted
3) Porting within Ireland can be conducted between the hours of 9.30 am and 5 pm Monday to Friday but we would advise against porting on a Friday afternoon
For International porting the timeframes can differ from 10 working days to 65 working days depending on the country. We will advise of the timeframe once the port has been submitted.
How do I Port a Number In/Out?
To port a number we send a request to the current provider requesting they release the number to us. This is done by submitting the telephone number and a reference to the account that is owned by the current carrier. This reference will typically be the account number or customer number.
If a number is requested to be ported away to another provider we will require the account number that belongs to the number before we will confirm acceptance of the port.
Can I move my Broadband with Blueface?
Blueface does not currently offer Broadband, so you will need to ensure that you have a strong broadband connection from another provider to use our VoIP service.
If your current Broadband is attached to the number you wish to port, you will need to ensure this is separated from the number before porting to ensure no loss of service.
What happens after I Port my Number?
Upon set up of the account you will inform the Onboarding Team how you would like your calls to be routed. The Onboarding Team will create the Callflow and ensure this is linked to the number when the Port is being submitted. This will ensure that once the Porting completes, your incoming calls will route as required.
What should I do it my Port is rejected because the UAN provided is invalid?
Please contact your currentprovider to confirm the correct UAN for the number you wish to port.
What is a UAN?
UAN stands for Universal Account Number, which can be an eight digit account number that is used to port telephone numbers between phone companies. The UAN is an is an important piece of information which is used by service providers to confirm that the person enquiring about the customer account is the owner of the number.This information can be usually found on an invoice from the current provider.
What should I do if the Port is rejected because the number is inactive?
You will have to speak to your current provider to find out why the number is inactive and request it be reactivated. Once the number is reactivated, you can then contact Blueface at firstname.lastname@example.org for further assistance.
What should I do my Port is rejected because the number is part of a block?
You must port over the entire number block. An Administrative Fee will apply to all numbers you are porting over. If you do not require all numbers going forward you can notify Blueface of the numbers you wish to port and remain active and those you wish to port and cease. Ceasing numbers you do not wish to use going forward will prevent any ongoing changes for unused numbers. Please review the numbers carefully to ensure that you do not cease any numbers which are advertised to your customers.
What should I do if the Port is rejected because there is Broadband on the line?
To retain your broadband connection with your current provider AFTER your number ports to Blueface, you must ensure that the broadband is split from the line. This can be done by requesting a new line to activate the Broadband on with your current provider.
Can I port my number if I have additional services on the line? Monitored Alarm, POS System, etc…
If the line-based number you wish to port has other services connected to the line, these services will cease when you port this number. Additional line-dependent services include broadband, a credit card machine, alarm or lifts. If you wish to retain these service after the port, then you will need to ensure they are moved off the line before porting commences.
What is a SIP Trunk?
A SIP trunk is the virtual version of an analog phone line. Using SIP trunks, a SIP provider can connect one, two, or twenty channels to your PBX, allowing you to make local, long distance, and international calls over the Internet.
What Audio Codecs are supported for SIP Trunks?
Blueface recommends the G.711u (normal) codec.
What is the difference between the hosted solution and SIP Trunk connection solution?
Blueface’s hosted solution is a service where you do not have to maintain your own hardware. For devices ordered through Blueface for our hosted solution, we generate a configuration file for the device when it is added to the UC Portal. The hosted phones automatically download the file from our servers. Therefore, Blueface controls the device completely and the devices status and configuration can be viewed in the UC Portal, provided the user has the necessary permissions.
With the SIP Trunk connection solution you are hosting and maintaining your own PBX/devices connected to it. In this solution any configuration of the end device is your responsibility. No files are downloaded from our servers. Blueface has no control over the devices linked to your PBX/device, beyond sending calls to the SIP account the device is registered on.
In both solutions, users are able to create Callflows to their numbers
Is it possible to upgrade my PBX Solution to a Fully Hosted Solution with Blueface?
Please contact your account manager or sales at +353 1 524 2000 / email@example.com for more details.
Does Blueface configure MTU (Maximum Trabsition Unit) Size?
No, this is configured by the customer on their PBX according to the recommended device settings
How is the Caller ID PID configured in our system (for PBX-CLIP)?
A PBX may use the PBX-CLIP (Calling Line Identification Presentation) to send the Caller ID when making calls. To do this, the PBX-CLIP may use the ”P-Preferred-Identity” header or the ”P-Aserted-Identity” header. By default, Blueface looks for the ”P-Asserted-Identity” header. However, if a PAI header is not available, Blueface looks for a PPI header.
How do I set up a User?
From the Dashboard screen using the menu select People followed by Users, select Add User in the top right hand corner, you will then have to populate numerous fields based on the User you wish to add.
What are the differences between each User Role?
Customer Administrators: A Customer Administrator has full access to control all features on the account. These features will be outlined in detail through other permission levels.
Federation Administrator: A Federation is a set of accounts that are linked together, such as a franchise operation that has a number of customer-facing locations, that are all linked under an overall umbrella organization. It may be advantageous to allow some Users access to see and make Customer Admin-level edits to all Federated NSv Connect accounts. To do this, Federation Administration status can be assigned to key users. A Federation Administrator will have access to view all accounts associated with their Federation Group and can manage these accounts. They will have the same permission level on all accounts that a Customer Administrator would have.
Regular User: A Regular User has access to view their own information such as their personal Call History, Voicemails, Contacts and Call Recordings. A Regular User can download (but not delete) their own Call Recordings. They cannot see any other details on the Portal and cannot make any changes.
Group Monitor: Group Monitors can be a team leader who needs to see information regarding other users in his or her team. A Group Monitor has the same access as a Regular User with the additional ability to view Call History and Call Recordings for the User Group to which they are assigned. They will not have any other control over the account.
I only have 1 email address but need 2 Users on the account, is that possible?
No, in order to have a user on the account we require a unique email address. If you only have 1 email address then you will only be able to have 1 user on the account.
Who can activate Call Recording on a User Profile?
If you need call recording activated on a User profile then you need to contact the Blueface Support Team.
How do I access my Voicemail Messages?
You can access your voicemail messages in multiple ways with Blueface, A Comcast Business Company.
Phone: Dial 171 or +353 (1) 5242020 to access your Voicemail Mailbox.
Portal: You can access and download messages from your Voicemail Mailbox from the Assets section of the UC Portal.
Email: Blueface will email you when you miss a call with the audio clip of a voicemail if one is left.
You will be asked to enter your Mailbox Number and PIN. You can find in the User Section of the UC Portal.
How do I remove the Pin from my Voicemail
In order to remove the pin from your mailbox, this can only be done via the Portal.
1) Click into ‘Mailboxes’ under the Phone Tab
2) Beside your mailbox, there will be an edit button. Click on this and the page will populate to an edit mailbox page.
3) Ensure the Ask for Pin Box is not highlighted and then click on ‘Save Mailbox’
How can I delete Voicemail Messages from my Mailbox?
In order to delete voicemails through 171 you need to press 7 when listening to the message. This will delete the message from both the device and the portal.
How do I find a Voicemail I deleted off of my desk phone?
You can recover files deleted from your desk phone on the UC Portal for up to 90-days or 100 hours of storage.
Log in to the Blueface UC Portal
Select Media from the Main Navigation Sidebar and then Voicemails.
You can review and download your Voicemail Messages from here.
You can also recover Voicemails by downloading the audio files attached to Voicemail to Email messages that are automatically sent to you when you miss a call.
How do I change my Voicemail Greeting?
1. Record the Voicemail Greeting you wish to play to callers before the Voicemail and save the audio file.
2. Set up a Call Flow and place the Play element before the Voicemail element. Add the audio file previously recorded to the Play Element you have added to the Call Flow.
How long will my Voicemails remain on the Portal?
Voicemails will remain available for 3 months or 100 Hours depending on which has been reached first.
Will my mailbox know that I have listened to my Voicemail by Email?
If you listen to your voicemails via your email, the system will not detect it. The only way to do so is if you listen to your voicemails via phone, by dialing 171, or directly on the UC Platform, under the voicemail section.
Can I remove the generic Voicemail recording before my personal message?
You are able to remove the generic voicemail recording before the personal greeting from the UC Platform. By directing yourself to the Mailbox section of the platform and selecting the mailbox you are interested in, you are able to deselect “Default instructions”. Once this step is completed, your personalised message will play instead, once it has been added to the call flow.
What is VoIP?
VoIP is short for Voice over Internet Protocol, colloquially known as Internet telephony. In simple terms it means your telephony will work off your existing internet connection, rather than fixed line. VoIP is an alternative way of making phone calls that can be very cost-effective or in some cases completely free. It converts voice vibrations to compressed digital signals that translate to Internet Protocol (IP) packets. This eliminates the cost of line rental for users as your telephony will work off your existing internet connection, rather than fixed line.
How does VoIP work?
VoIP (Voice over Internet Protocol) is a term used to describe a group of technologies that are used to connect and deliver voice telephone calls over the Internet. VoIP telephones can communicate with conventional telephones, and vice-versa. The advantages of VoIP over traditional telephone systems include reduced equipment cost, reduced phone service cost, an expansive feature set, and the ability to integrate your phone with other computing devices.
What do I need to use VoIP?
There are particular networking settings and a recommended network set up that will need to be implemented to ensure optimal, fluid IP phone service. Prior to any configurations or design of the network topology, we strongly recommend consulting with your IT consultant before attempting to configure or install anything.
My Internet is down. Why are my phones also down?
Blueface cloud telephony (all VoIP systems) operates over the internet. Therefore, if you do not have an active internet connection, your phones will be down.
You can use the Blueface UC Portal to set up a fallback – such as an automatic divert to mobile phones – in the even that you lose local internet connectivity. You’ll never miss another call.
My phone displays ‘Network Error Connection’ when connected to my laptop?
1. Connect the laptop to your desk phone using the Daisychain Port on the desk phone. Ensure the desk phone is connected to both the desk phone and the LAN port into the network.
2. Alternatively, you can connect the telephone directly to an LAN Port with a LAN cable.
How do I access my Invoices?
Log into the UC Portal: https://uc-portal.blueface.com/. Under Billing, you can view and download all your invoices.
1. Log onto your Blueface UC account
2. Click on the shopping trolley icon (left-hand side menu)
3. Click on Orders
4. Click on the option icon of the invoice number you require
5. Select download
How do I pull data from my Call History?
To pull data from the Call History the steps are as follows:
1. Click on the Telephone symbol on the left-hand side menu
2. Go to ‘Call History’
3. Enter the ‘Dates’ you require and search
4. Click ‘Export’ at the end of the page
5. Excel file will then be downloaded
6. Click ‘Open’
How can I view my invoices?
To see your invoices you can log into the UC Portal. Under ‘Billing’ you can view and download your invoices
1. Log onto your Blueface UC account
2. Click on the shopping trolley icon (left-hand side menu)
3. Click on ‘Orders’
4. Click on the option icon of the invoice you require
5. Select ‘Download’
For a full detailed breakdown of your invoice: email firstname.lastname@example.org from the registered email address on the account.
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