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.
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.
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.
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 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.
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.
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.
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.
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.
How do I send a Fax?
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.
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.
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.
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.
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.
How do I pick up a call that is coming on my colleague’s phone?
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.
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.
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 Audio Codecs are supported for SIP Trunks?
Blueface recommends the G.711u (normal) codec.
How do I start and stop 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.
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.
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.
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 / firstname.lastname@example.org for more details
I’ve lost the username/password credentials to my device, what should I do?
Please contact email@example.com, 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.
Does Blueface configure the MTU (Maximum Transmission Unit) size?
No, this is configured by the customer on their PBX according to the recommended device settings
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.
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
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.
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