Tutorials Archive – Blueface

User Overview

For everyone to take full advantage of this UC Portal, you will need to configure each employee as a User. Go to the People option on the main navigation bar and select Users from the drop down menu.

From this section you may add a new User entering their first name, last name and email address and assign them their caller ID.

Only the User-level employees will have Portal access. If you have 20 employees, but you only want 2 to be able to log in and make changes to their account and devices, these 2 people will have to be added as Users, while the remainder will be added as Devices.

Adjustable Permissions

However, if you require all calls to be recorded then everyone must be a User.

In this circumstance, you will be able to grant different levels of access as required.
Customer Administrators will have access to more features on the account than Regular Users.

A Group Monitor, will be able to manage a number of Users’ details, but will not have full control of the account.

Setting a Number to Call an Employee’s Phone and Go to Voicemail

To start setting call logic, you must first set up a call flow by visiting the callflow section via the phone icon on the left navigation bar and clicking CREATE NEW CALLFLOW.

Click on create new flow to get started.

If you want the phone to ring and then let the call go to voicemail if you are not available, select the Ring element on the right and then drag the Voicemail element below.

To select a User, click on the Settings icon on the Ring element and select a User from the list. When you select the User, you may also decide to have the call ring simultaneously for more Users or in a sequence or on a loop.

To choose a voicemail inbox, click on the Settings icon on the Voicemail element, the second element that you added to the call flow, and then choose a voice mailbox.

Once the User and the voice mailbox have been added, these elements will change colour and lighten up.

Label the Call Flow with name and description and link the created Call Flow with the number (extension or PSTN) you wish to use in the Numbers section.

If you go back to the main Call Flow page, you may see the list of call flows that you added to the account and, if necessary, duplicate or edit them.

Set up an IVR or Virtual Receptionist

The Blueface portal allows you to send a call to a virtual receptionist, also known as an IVR (Interactive Voice Response).To do this, navigate to the call flow section via the phone option in the main menu.

There are no limitations to the layers included in the IVR and its complexity. To set this up, click on Create New Flow and drag the element Menu from the application list.

Setting Up Audio

From the Settings icon of the Menu element, select your audio file from the Media field, this media file should list instructions to the caller on what number to press for the different menu items you make available to them.

You can select an existing file already uploaded from the drop down menu or you can drag and drop or browse for the audio file you are looking for and then press Add and finally Ok.

Complete this operation by selecting the file you want your callers to listen to and press Ok.

Ring Element

The next step requires you drag a Ring element from the application list on the right, underneath the Menu element.

Once that has been done, click on the Settings icon from the Ring element and configure the key to digit (from 0 to 9) to execute the action of this IVR branch. 
A keypad will appear to allow you to select the desired number.

Click on the Settings icon for the third option of the chosen Ring element and select the User(s) and/or the Device(s) and/or the Groups from the Ring Element Settings and/or add a PSTN number.

Repeat the above steps for every key or branch you want to add.

Label the Call Flow with name and description and link the created Call Flow with the number (extension or PSTN) you wish to use in the Numbers section.

Numbers Overview

To add and edit numbers on your account, navigate to the numbers section via the phone option on the main menu.

When you buy geographic numbers or transfer them to your Blueface account from another provider, they will automatically appear on your numbers list when they are available for use.

Internal Numbers

The system will have automatically added the internal number 1000 when the account was created. To add a new internal number select the Add button on the top right hand side of the page.

On the pop up screen you can then enter the desired number and add a comment to describe the number. Click Add and this will allocate the number to the account. Once all numbers have been added you will then see a list of these when in the number section.

Managing Voicemails

To manage your voicemails, navigate to the Voicemails section by clicking Assets on the main navigation screen. To download your voicemail messages, use the search field on the top of the page to find the voicemail inbox and then click on the Download button.

To delete voicemail recordings, click on the Delete button. You will be asked to confirm before deleting the files and you can do so by click OK.

Changing Destination

To change the destination Email and the PIN number linked to a voicemail inbox, click the blue edit button by the User you wish to modify. You can change destination email addresses for all the audio files received on this mailbox from here.

Click on Cancel to go back or Save to commit the changes.

Editing the Pin

To edit the PIN options, select the appropriate User using the Search option. Then choose the specific Inbox you want to edit and click on the Blue Edit button.

Tick or un-ticking the Ask for PIN box will modify the security on your voicemail PIN.

From here, you can to disable the default voicemail instructions that play when you call.

Click on Cancel to go back or Save to commit the changes.

Adding a Mailbox

Click on Add mailbox in the Unallocated Mailboxes section and fill in the required information.

Here you may also choose whether to Ask for Pin and play Default instructions or not. A blue frame highlights the mandatory fields.

Click on Add to confirm the configuration and add a new voice mailbox.

To delete a voice mailbox, click on the pink X button on the bottom right corner.

Linking/Unlinking Call Flows and Numbers

Once a call flow has been created, you then must link it to the relevant number(s). To do this, click on the Phone icon on the navigation bar to the left and click on Numbers from the drop-down menu.

Click the Blue Edit Button to the left of your chosen number, select the correct call flow from the drop-down menu and select Save.

The number will now ring as set out in the call flow.

In order to be reached, every number (internal or PSTN) needs to be linked to a call flow.

However, if you want to change the destination of the call, search for the number and then click on Unlink Call Flow. Clicking on Link Call Flow can reverse this action.

Creating Voicemail Boxes And Allocating them to the Users

To create a voicemail box, navigate to the voicemails section via the assets option in the main menu.

Click on the Add Mailbox button and enter the email address associated with this mailbox and click on Add.

From here, you can allocate the user to that mailbox. Just click on Add User on the top right corner of the page, search for the user you want to assign to that mailbox and click on Select.

Video Conferencing

To schedule a video conference, go to the tab on the right-hand side and then select “Create New Conference.’ You will then be guided through the scheduling process step by step.

On the first step, you have the ability to name your video conference session, set the start date and time, as well as the expected duration. Important for global organisations is the field where you need to select the conference time zone.

In the second step, you can invite your video conference attendees either be invited from within your network, or as external contacts via email.

Next you can create a custom invitation message and arrange for automatic reminders to be sent to all participants.

In the final screen, you will be able to review all of the video conference details before confirming and sending the invitations.

Save time, money and your message from getting lost in transit. Enhance real-time collaboration and engagement with inbuilt Instant Messaging, and easily guide your conference with Screen Sharing capability.

Porting Help Section

The Blueface number porting form is available on our website at the following link: https://www.blueface.com/porting-form/

By completing this form, you are agreeing that Blueface can action a port request on your behalf from your current telephone provider to the Blueface network.
For All Irish Number Ports, we require:
1) Copy of a recent bill
2) Account Holders Name & Address
3) Customer Letter of Authorisation
4) Universal Account Number (UAN)
5) Details of the numbers the customer wishes to port

Frequently Asked Questions:
Q: How do I arrange to port my number
A: You must complete the Number Porting Form on our website at this link https://www.blueface.com/porting-form/

Q: What should I do if their port is rejected because the UAN provided is invalid?
A: You must contact your current provider to confirm the correct UAN for the number you wish to port.

Q: What should I do if the port is rejected because the number is inactive?
A: You will have to speak to your provider to find out why the number is inactive.

Q: What should I do if the port is rejected because there is hunting on the line?
A: There are 2 options in this case:

Option 1: You can request that your current provider removes hunting from the line. Once this is done notify Blueface and we will resubmit the port request.

Option 2: Alternatively, you may leave hunting active and port ALL numbers included in the hunting group to Blueface. In this case, you must amend your port request to include all numbers. Please note the applicable administration charge of €8.12 ex VAT per number you wish to port.

Q: What should I do if the port is rejected because the number is part of a block?
A: You must port over the entire number block. The admin fee of €8.12 ex VAT 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 charges for unused numbers. Please review the numbers carefully to ensure that you do not cease any numbers which are advertised to your customers.

Q: What should I do if the port is rejected because there is broadband on the line?
A: To retain your broadband connect with that provider AFTER your number ports to Blueface you must have broadband removed from the line and placed on another line with your current provider.

Alternately you can confirm that you are happy to proceed with the port understanding that your broadband service will cease once the port completes.
In this instance, you must have an alternative broadband provider so you can continue to use the VoIP service.

Custom Music on Hold

The Blueface UC Portal gives you the ability to upload and select audio files to play while your customers are on hold. The Custom Music on Hold features allows you to replace the generic hold music with audio of your choice by upload and select audio files to play while your customers are on hold.

This means you can play informative messages such as Company information, productive promotions or specials offers that all customers will hear while they hold. Alternatively, you may wish to select your own choice of music to play to customers while they hold.

Blueface recommends where uploading your own music choice that you select royalty free music as this liability lies with you, the account holder.

Upload Audio Files

You can upload the following types of audio files: .wma, .flac, .mp1, .mp2, .mp3, .mp4, .opus, .ra

To upload a file:

a) Go to Menu and select Assets

b) Click Media

c) Click Uploader on the top right

d) The Upload window will open on the right of the screen

e) Drag and drop your saved audio file to middle of this Uploader

g) Click Add Media on the bottom right to upload the selected file to your account

h) The file becomes visible in your list of Media files

i) The media file is now available to use as Custom Music on Hold, or as part of a Call Flow

j) There are various operations that can be performed with the uploaded files.

i.Click on the blue Edit button to change the displayed file name

ii.Click the green arrow to download the audio file iii.By clicking on the pink X you will permanently delete the audio file

Set Custom Music on Hold

Once you have uploaded your audio files you can select one or more files to play while your customers are on hold.

a) In the Menu go to Account

b) Select Custom Music on Hold from the tabs on the right

c) Click Add next to each audio file you wish

d) The selected audio file will then show on the left of your Custom Music on Hold screen.

NOTE: If more than one file is selected, they will play in a loop each time the Music On Hold is triggered. The recording will always commence from the start each time.

Should you have any queries please do not hesitate to contact our Support team for assistance.

Speed Dials

Speed Dial allows you to configure the side car on a Device to dial a specific number or extension at the touch of a button. The Speed Dial function does not provide a lamp indication when that number is in use. It is simply an option for making call with one touch.

To configure a speed dial, go to the Devices section on your Blueface UC Portal account.

a) Click Edit on the right of the Device you wish to configure

*Note* Do not use Lines 1 – 4 as they are used to receive and transfer calls.

b) A page will open showing the c) Device details

c) Click Functions at the top right of the Device details page

a) The Functions tab display a list of available side car Lines for the phone. Each line corresponds to the Lamp on the Device side car.

b) Starting from Line 5 click Edit on the far right of the line you wish to configure

c) Select Speed Dial from the dropdown options

d) Enter the Display Name you wish to associate with this Speed Dial

e) Enter the number you wish this Line to call in the Param Value field

f) Click Save on the far right to save this setting

g) Click Edit to change or Delete to remove

Repeat the above steps for each button you wish to set a Speed Dial to.

Device Functions

The Functions tab allows customers to configure additional functionality for each device on their account. Features that previously only accessible at a Blueface engineering level are now available to the Customer Admin for self-configuration on all Blueface UC Portal accounts.

The Functions now available are:

I. Speed Dials

II. Line

III. Busy Lamp Field

Note: Functions are only available for configuration on Devices which have a side car. Compatible devices are: Panasonic UT133, UT136, UT248, HDV230, HDV330 and HDV20.

Explanation of Functions

The following explanations will help you understand the correct function to use based on the requirement of the end user.

Speed Dials

Speed Dial allows you to configure the side car on a Device to dial a specific number or extension at the touch of a button. The Speed Dial function does not provide a lamp indication when that number is in use. It is simply an option for making a call with one touch.

Line

The Line option allows you to set a specific Line on the Device to show a set Caller ID when making calls. It also allows you to apply a label to each line on your handset. Using a call flow to direct incoming calls from certain numbers to this Line allows you to identify the number, department or IVR option a caller wishes to reach. The lamp indicator will flash green to indicate an incoming call to that specific ‘Line’.

Busy Lamp Field

Busy Lamp Field monitors a specific Line on another user’s Device providing each user a visual indication of when others are on or receiving calls through a lamp indication on the sidecar of their phone. It also allows one touch Call Pick up and Call Transfer.

Lamp indicators:

Static Red – the line is on a call

Flashing Red – the line is receiving a call

Rapid Flashing Red – the line is receiving a call on Call Waiting

Call Pick up – when a lamp indicates a call to another Users line, press the flashing button on your handset to pick up that call.

Blueface Softphone Guide

The SIP-based Blueface Softphone Application is the perfect complement to the Blueface Portal account. The Blueface App allows users to make and receive calls from their iOS or Android device using their Blueface account. The Blueface App includes the following features:

• Call Recording
• Contacts
• Call History
• Call Transfer
• Call Holding
• Integrated Voicemail
• Multiple Call Support
• Muting and Speakerphone

When a user sets up their account with Blueface they will be provided with the necessary SIP credentials to link the Softphone application to their Blueface account.

Providers: Service providers can add a Softphone to an account by clicking the [Phone] icon followed by devices. From here, [Add New Device +] to add a Softphone and follow the guide.

How to Download the Softphone App

Download the Blueface Softphone is available on the Apple Store for iOS devices and Google Play Store for Android.

Operating System Compatibility

The Blueface Softphone is compatible with the majority of iOS and Android devices.

Note: Ask your Blueface Agent about Softphone compatibility if you are unsure.

Adding the Softphone to the Blueface Portal

Once a user is setup on the Blueface Portal, you can contact Blueface Support to add a Softphone to the user account. Once complete, Blueface Support will contact you with the login credentials that the user should use to login to his or her Softphone.

Please Note: Softphone credentials are not the same as your Blueface Portal credentials.

Find your Softphone on the Blueface Portal by clicking the [Phone] icon on the left navigation bar followed by the [Device] button. This will show a list of devices on your Blueface account. Your added softphone will now be listed as an additional device.

Click the [Edit] button – denoted by a pencil icon – in the bottom right corner of a device tile to reveal the Device Details tab.

On the right side of this tab, you will find your Softphone Username and Password which can be used to log in to the Blueface Portal.

Logging into the Softphone Application

Enter the username and password on your Softphone App using the information provided in the Device Details tab on the Blueface Portal.

Users will be asked to select their accessibility preferences at the login screen.

• Toggle Keep Password on to save your password and username.
• Toggle Auto-Login on to log in automatically when the Softphone App is started.
• Toggle Touch ID on to activate fingerprint access on supported devices.

Phone Tab, Dial Pad

To dial to an internal or external number, access your Softphone App’s dial pad by choosing [Phone] on the bottom left of your screen. Access Voicemail by selecting [VM] or dialling 171.

UC Softphone Contacts

The Blueface Softphone App will automatically sync contacts with your iOS or Android phone book. Callers linked to your Blueface account will display as Softphone contacts. Here, you can access any of the contacts within your iOS or Android device.

Add new contacts by clicking the [+] button in the top right corner and a user will be prompted to enter in contact details on the New Contact page. You can also add new contacts through the Call History tab.

Select the Favourites tab, followed by the [+] to make a contact a quick access favourite.

On Call Features

Once users are on a call, Blueface Softphone Users have the option to:

There is also a Call Quality Indicator in the top-right corner of your screen while on a call.

Call History

This Call History allows you to review all calls on this Softphone App account and can be filtered by all call activity (inbound, outbound, missed) or just missed calls. Selecting the number on the call list will allow return a call to that contact number instantly.

More information – including a summary of the call history of specific contact / number – can be found by selecting the [ i ] button to the right of the contact number.

Softphone App Call History can be cleared by selecting the trash can icon on the top right corner of your Softphone App screen followed by Clear All Entries.

Settings

Selecting the Settings tab will reveal the following options:

• Preferences: Customise your Softphone Application – see below for more information.
• Advanced Settings: Choose to show SIP Miscellaneous, Application Logging, and Call Stats. Users can also Reset the Softphone App to its default settings.
• Verbose Logging: This is turned off by default. We recommend leaving verbose logging turned off, unless our Support team instructs you to turn it on.
• Call Statistics: Show details of the last call made (if you are not currently on a call), or of the current call (if you are on a call at the same time you are viewing this area).
• Reset to Defaults: this allows you to resent the application to its default state (as if you had just downloaded it from the app store for the first time).
• Apply Changes: This option will be available of pending changes are available, but have not yet been applied to the app. If no pending changes are available, this option will not be clickable.
• About: Information on the version, copyright credits and build date.

Note: In order to apply certain changes, an application restart is required.

Configuring Device Lines

The Line option allows you to set a specific Line on the Device to show a set Caller ID when making calls. It also allows you to apply a label to each line on your handset. Using a call flow to direct incoming calls from certain numbers to this Line allows you to identify the number, department or IVR option a caller wishes to reach. The lamp indicator will flash green to indicate an incoming call to that specific Line.

To configure a Line, go to the Devices section on your Blueface UC Portal account.

a) Click Edit on the right of the Device you wish to configure

b) A page will open showing the Device details

c) Click Functions at the top right of the Device details page

d) Select the Line you wish to configure using the Edit button the far right

e) From the dropdown box under Type select Line Selection

f) Under Display Name enter the name or label you wish to give this line.

g) Click the Menu icon under Param Value to select the corresponding Line

h) Click Select on the right of the corresponding Line to set this function to that Line

i) Click Save on the far right of the Line to save the selection.

j) To amend click Edit

k) To remove click Delete

Repeat the above steps for each Line you wish to configure.

Busy Lamp Field (BLF)

Busy Lamp Field monitors a specific Line on another user’s Device. This provides the user with a visual indication by a lamp on the sidecar of their phone when others are on or receiving calls. It also allows one touch call pick up and call transfer.

To configure BLF, go to the Devices section on your Blueface UC Portal account.

a) Click Edit on the right of the Device you wish to configure.

b) A Page will open showing the Device details.

c) Click Functions at the top right of the Device details page.

d) You will see a list of Lines for that phone. Each line corresponds to a Lamp on the Devices side car.

e) Starting from Line 5 click Edit on the far right of the line you wish to configure.

f) From drop down box select BLF when configuring Busy Lamp Field.

g) Enter the Display Name you wish to associate with this line in the second field

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h) Under Param Value click the Menu to open the list of Devices

i) A pop up screen will open showing a list of Devices from your account

j) Click the blue arrow icon next to the Device you wish to monitor to select the specific Line you wish to monitor

k) Click Select next to the Line you wish to monitor.

l) Click Save on the far right to apply this setting. The line is now configured for Busy Lamp Field.

Repeat these steps on each Line you wish to configure with BLF.

Ring a ‘User’, ‘Device’, ‘Group’, or ‘Offnet’ number

Introduction

This basic call flow is usually used for a direct line or extension number. It may also be used in an office where all incoming calls directly to one ‘User’ or ‘Device’ only or to forward calls to another number such as a mobile or landline.

1. To ring a ‘User’, ‘Device’ or ‘Offnet’ number

a) Go to the ‘Call Flow’ section on your Blueface UC Portal account.

b) Click ‘Create New Flow’

c) The ‘Call Flow Designer will open showing the list of ‘Elements’ on the right

d) Label the ‘Call Flow’ with a ‘Name’ and ‘Description’ that will allow you to recognise the call routing at a glance. It is useful to use the extension number and the purpose of the call flow in the name and description

e) Drag the ‘Ring’ element to the centre of the ‘Designer’ screen

f) Click on the ‘Settings’ icon on the ’Ring’ element

g) A pop up will open showing ‘Ring Element Settings’

h) Select the ‘User’, ‘Device’ or ‘Group’ tab as required

i) Click ‘Add’ next to the ‘User’, ‘Device’ or ‘Group’ you wish to direct calls to

j) To divert the calls to another click ‘off-Net’ and enter the external number or extension you wish to divert calls to

k) Click ‘Ok’ at the bottom right to save your settings

l) The ‘Ring’ element will turn blue to indicate it is complete

2. Add a voice mailbox to the call flow

You can direct calls to reach a voicemail box if they are not answered. To add a voicemail to your call flow:

a) Drag the ‘Voicemail’ element from the menu to the centre of the ‘Designer’ screen

b) Place it below the ring element

c) Click the ‘Settings’ icon on the Voicemail’ element

d) Choose a voice mailbox from the dropdown list

e) Click ‘Ok’ to save the settings.

f) The ‘Voicemail’ element will turn blue to indicate it is complete.

g) Click ‘Save’ at the bottom right of the call flow ‘Designer’ screen

h) To complete the set up you must link the ‘Call Flow to the relevant number

3. Link the ‘Call Flow’ to a ‘Number’

a) Go to the Main Menu on the left of the screen

b) Select ‘Phone’ then ‘Numbers’

c) The list of numbers for your account will show

d) Click the ‘Edit’ button to the right of the number you wish to link to this ‘Call Flow’

e) The ‘Number Details’ pop up will open

f) Enter the ‘Call Flow’ name in the search box or click the ‘Search’ icon to select the ‘Call Flow’ from the dropdown list

g) Once you have selected the ‘Call Flow’ click ‘Save’ on the bottom right

h) The ‘Number’ is now linked to ‘Call Flow’ and will follow this route when dialled

Repeat the above steps to create calls flows for each direct dial or extension number as required.

Panasonic TGP Guide

Cordless Phones – the TGP600, TPA60 and TPA65 Devices

Easy to install and manage, Panasonic’s KX-TGP600 SIP cordless phone system is the ideal solution for businesses looking to reap the benefits of cloud communications. Included with the KX-TGP600 is the KX-TPA60 standard cordless phone, and the system is expandable with any combination of up to a total of eight Panasonic cordless or desktop DECT phones including the KX-TPA65.

The KX-TPA65 desktop DECT phone offers a significant advantage over traditional desk phones. While it features the same range of desktop functionality as its wired competitors, the phone’s DECT capabilities mean no wired LAN is required for installation, making the process quick, convenient and straightforward anywhere there’s an electrical outlet nearby.

TGP Range Overview

Connecting TGP 600 base unit

The TGP600 base is connected to your network via the LAN cable. Up to 8 handsets within a 50-meter radius can be paired, without the need for additional LAN cables to each device (see diagram below).

Managing Calls – TGP600, TPA60 and TPA65

The TGP range provides all the functionality business need within a busy office environment. We have outlined below “How To” use the phone functionalities.

Holding a call

Hold a call during a conversation by: KX-TPA60: [HOLD/MSG] KX-TPA65: [HOLD]

Retrieve a call on hold: KX-TPA60: [HOLD/MSG] KX-TPA65: [HOLD]

Retrieve a call on hold at your line (when connected to the KX-TGP600 only):

1. [LINE]

2. Press the dial key corresponding to the slowly flashing green LINE indicator, or press [UP] or [DOWN] to select a slowly flashing green [LINE] indicator → OK.

Receiving a second call (answering call waiting)

During a conversation, if a second call arrives, you will hear a call waiting tone. You can answer the second call by disconnecting or holding the current call.

To disconnect the current call and then talk to the new party

KX-TPA60:

While hearing, the call waiting tone

Press:

During a Conversation Press:

KX-TPA65:

While hearing, the call waiting tone

Go: On-hook

During a Conversation:

Go: Off-hook

To hold the current call and talk to the new party:

When talking to one party while the other party is on hold, you can swap the calls back and forth, alternately.

KX-TPA60

Press: [HOLD/MSG]

KX-TPA65

Press: [HOLD]

To call a third party and alternate between the two.

KX- TPA60

1. Press [Hold/MSG]

2. Dial the other party’s number.

After talking to the other party, press:

1. Press: [HOLD/MSG]

2. Talk to the original party.

KX- TPA65

1. Press [HOLD]

2. Dial the other party’s number.

After talking to the other party, press:

1. Press: [HOLD]

2. Talk to the original party.

Transferring a call

You can transfer a call to another destination (extension or outside party).

To transfer during a conversation:

KX-TPA60:

1. Press: [XFER/CLR]

2. Dial the party you want to transfer to

3. Press: [CALL]

4. Wait until the other party answers to announce the transfer.

5. Press:

KX-TPA65:

1. Press: [TRANSFER]

2. Dial the party you want to transfer to [CALL]

3. Wait until the other party answers to announce the transfer.

4. On-hook

Mute

You can disable the microphone or the handset to consult privately with others in the room while listening to the other party on the phone through the speaker or the handset.

To set/cancel:

Press: [MUTE].

When [MUTE] is blinking, Mute is on. If the [MUTE] soft key is not displayed on the LCD, /MUTE is displayed on the 1st line of the LCD.

● During Mute, even if you switch from/to speakerphone, Mute will continue.

● During Mute, even if you connect/disconnect a headset, Mute will continue.

● When using a KX-TPA65, /[MUTE] can also be used.

Call logs

When connecting the desk phone and handset in parallel, the Incoming/Outgoing Call Log is shared between the desk phone and handset.

Displaying the Incoming Call Log in standby mode:

1. Press: [<–]

2. Scroll: [UP]/[DOWN]: “Incoming Log” → OK

Displaying the Outgoing Call Log in standby mode:

1. [DOWN]

Conference calls (Three-way Call)

The Blueface UC Portal provides a conference facility that will allow you to have unlimited parties join a large conference call. Where you simply wish to add 1 other party to call you can do so from your handset.

Making a Conference Call, KX-TPA60 and KX-TPA65

1. [FUNC] during a conversation: Conference<.p>

2. Dial the party you want to add to the conversation: [CALL]

3. [CONF]

Removing a Party from the Conference (when connected to the KXTGP600 only)

During a conference, you can remove other parties from the conference. This operation is available only during conference calls you initiate.

During a conference call

KX-TPA60:

1. Press: [HOLD/MSG]

2. Then press [LINE]

KX-TPA65:

1. Press: [HOLD]

2. Then press [LINE]

Call forwarding/Do Not Disturb

You can forward incoming calls automatically to another number or handset. You can also reject incoming calls using Do Not Disturb*. *Do Not Disturb is available only when connected to a KX-TGP600.

Forward / Do Not Disturb Options:

● DND: Enable Do Not Disturb, all incoming calls are automatically rejected

● Fwd (All): Enable Forward All Calls, all incoming calls are forwarded

● Fwd (Busy): Enable Forward Busy, incoming calls are forwarded only when your extension is in use

● Fwd (NA): Enable Forward No answer, an incoming call is forwarded if you do not answer the call within a certain amount of time

To access the FWD/DND settings:

In standby mode

1. Press [FUNC]/[FUNCTION]

2. Then 2 (“Fwd./DND”)

If the unit has multiple lines,/p>

1. Press [UP] or [DOWN] to select the line

2. Press [OK]

3. [UP]/[DOWN]to select FWD or DND

4. Press: [OK]

If a Forward setting is selected, enter a new forward destination number, or confirm and modify a previously set forward destination number and press [OK].

Adjusting the volume

You can adjust the volume of audio while on a call or ring tone volume through your handsets.

Adjusting the Receiver/Speaker/Headset volume during a conversation

KX-TPA60:

Press [UP] or [DOWN] to adjust the volume from level 1–6

KX-TPA65:

Press: [VOL]

Adjusting the Ringer Volume or Turning the Ringer Off in standby mode:

1. MENU

2. [UP]/[DOWN]/[<–]/–>] → OK

3. [UP]/[DOWN]: Select the desired setting → OK

Adjusting the Ringer Volume or Turning the Ringer Off while Ringing:

1. [UP]/[DOWN]: Adjust the volume.

2. KX-TPA60: [XFER/CLR]: Exit

3. KX-TPA65: [CANCEL], [TRANSFER]: Exit

Adding a new TPA60 or TPA65 handset

Please contact our Sales Team for details of pricing of handsets and additional seats for the handset

If you purchase a new handset (TPA60 or TPA65) to use with your existing base unit (TGP600) but is not registering, check that the handset has been paired by completing the following steps:

1. On the handset, hold [OK] until the screen displays ‘Please wait’

2. On the Panasonic base hold the small button on right hand side until it flashes red

3. Wait for the handset to say ‘Registered’

4. Allow the software to download before using or registering another handset.

If additional handsets are not pairing up correctly you should remove all the handsets from the base, remove the base profile from each phone and pair everything again. This is required to resolve the issue.

1. Un-pairing the device from the base

a) On the handset go to ‘Menu’ and navigate to ‘System Settings’

b) Select to ‘System Settings’ once more

c) Scroll down to ‘Cancel Register’ and confirm.

2. Removing the base profile from the handset

a) On the handset, go to ‘Menu’ and navigate to ‘Settings handset’

b) Navigate down to ‘System Options’ then ‘Cancel Base’

c) Select the base by clicking the button under the small tick (right-hand side), click ‘Ok’ and then ‘Delete’.

3. Pairing the device to the base

a) From the handset, hold ‘OK’ until the screen displays ‘Please wait’.

b) Hold the small button to the right of the Panasonic base (connected to your network).

c) Once the light on the base flashes red, release the button and wait for it to say ‘Registered’.

d) Allow the software to download before using or registering another handset (approximately 10 minutes).

Panasonic UT Guide

The UT Range

UT – Managing Calls

Holding a call

You can put a call on hold by holding the call at your extension. To hold the current call press [HOLD] and then go on-hook. To retrieve a call on hold at your extension:

● Go off-hook.

● Do one of the following, depending on your unit:

– For KX-UT113/KX-UT123 users, press [HOLD]

– For KX-UT133/KX-UT136/KX-UT248 users, press the green flashing flexible button

If a call is not retrieved within a specified time, you will hear an alarm as a reminder.

Receiving a second call (answering call waiting)

During a conversation, if a second call arrives, you will hear a call waiting tone. You can answer the second call by disconnecting or holding the current call. To disconnect the current call and then talk to the new party:

● Go on-hook while hearing the call waiting tone.

● Go off-hook.

To hold the current call and then talk to the new party:

● For KX-UT113/KX-UT123 users, press [HOLD] while hearing the call waiting tone.

● For KX-UT133/KX-UT136/KX-UT248 users, press [HOLD] while hearing the call waiting tone and then press the green flashing flexible button.

Talking to two parties alternately (call splitting)

When you are talking to one party and have another party on hold, you can switch the call on hold and the current call.

● Press [HOLD] during a conversation.

● Call the second party.

● Do one of the following, depending on your unit:

– For KX-UT113/KX-UT123 users, press [HOLD].

– For KX-UT133/KX-UT136/KX-UT248 users, press [HOLD], and then press the green flashing flexible button that corresponds to the other party on hold.

Transferring a call

You can transfer a call to another destination (extension or outside party).

For an attended transfer:

● Press [TRANSFER] during a conversation.

● Call the party you want to transfer the call to.

● Wait until the other party answers to announce the transfer.

● Press [Xfer OK].

To perform an unscreened (blind) transfer:

● Press [Xfer-Un] during a conversation.

● Call the party you want to transfer the call to.

● Go on-hook.

Mute

You can mute your voice during a conversation. While the mute feature is turned on, you will be able to hear the other party, but the other party will not be able to hear you.

The built-in microphone, handset, and headset are all muted when the mute feature is turned on.

To mute/un-mute, press [MUTE].

Auto answer

You can have the unit automatically answer an incoming call. The call is connected after a programmed number of rings.

● To enable Auto Answer in standby mode, press [AUTO ANSWER] until “Auto Answer On” appears.

● To disable Auto Answer in standby mode, press [AUTO ANSWER] until “Auto Answer Off” appears.

Call logs

Checking Missed Calls

When there are new missed calls, “Missed Call: XXX” appears on the display (“XXX” indicates the number of missed calls.):

● Press Call Log.

● Press [UP] or [DOWN] to select “Incoming Call Log” or “Missed Call”, and then press [ENTER].

● Press [UP] or [DOWN] to select the missed call.

In the incoming call log, “Missed” is displayed on missed calls. For KX-UT113/KX-UT123/KX-UT133, you must press [–>] to see this.

A checkmark is displayed next to answered calls and missed calls that you have already checked.

Erasing All Call Logs

● In stand-by mode, press [Call Log].

● Press [Delete].

● Select “Yes”. This will erase all missed including incoming, and outgoing call logs.

Local Three-way Conference

Making a Conference Call

● Press [CONFERENCE/CONF] to put the current call on hold.

● Call the party you want to add to the conversation.

● After the called party answers, press [CONFERENCE/CONF] to begin the three-way call.

Removing a Party from the Conference

During a conference, you can remove other parties from the conference. However, this operation is available only during conference calls you initiate.

● For KX-UT113/KX-UT123 users:

○ During a conference call, press [HOLD]. The second party is put on hold, but you can continue talking to the first party.

○ Go on-hook. The first party is disconnected.

○ Press [HOLD]. You can continue the conversation with the second party.

○ To disconnect the second party instead of the first party, press [HOLD] 2 times

● For KX-UT133/KX-UT136/KX-UT248 users:

○ During a conference call, press [HOLD]. The other parties are put on hold.

○ Press the flexible button that corresponds to the party you want to disconnect. A conversation is established with the party you want to disconnect.

○ Go on-hook. The party is disconnected.

○ Press the flexible button that corresponds to the remaining party. You can continue the conversation with the remaining party. To re-establish the conference without removing either party, press [CONFERENCE/CONF] after step 2.

Ending a Conference Call

Go on-hook during a conference.

Call forwarding/Do not disturb

You can have incoming calls automatically forwarded to another destination. You can also have incoming calls rejected (Do Not Disturb).

When Call Forwarding or Do Not Disturb is enabled, FWD/DND appears on the display in stand-by mode.

To access the FWD/DND settings:

● In stand-by mode, press Setting or [FORWARD/DO NOT DISTURB]. If you press [FORWARD/DO NOT DISTURB], continue to step 3.

● Press [UP]or [DOWN] to select “FWD/DND Setting”, and then press [ENTER].

● If the unit has multiple lines, press [UP] or [DOWN] to select the desired line, and then press [ENTER].

● Press [UP] or [DOWN] to select the type of FWD or DND setting to apply, and then press [ENTER].

Flexible buttons (KX-UT133/KX-UT136/KX-UT248 only)

Each Panasonic UT 133, 136 & 248 phones allow the customer to programme those buttons for various uses. I have outlined each option below. The flexible buttons on the unit can be customised to be used to make or receive calls, or as feature buttons. The following types of flexible buttons are available:

● DN (Directory Number): seizes the line assigned to the DN button. When a call arrives at the DN button, pressing the button answers the call

● Lamp Indication:

o Off: Idle

o Green on: You are on a call using the DN button.

o Flashing green rapidly: A call is being received.

o Flashing green slowly: A call is on hold.

o Red on: A shared line is in use or on hold (private) at another unit.

o Flashing red slowly: A shared line is on hold (normal) at another unit.

● One-Touch: calls the party or accesses a feature assigned to the button.

● Headset: enables or disables talking using the headset.

● Lamp Indication:

○ Off: Headset off

○ Red on: Headset on

Panasonic HDV Guide

The HDV Range

Advanced SIP phones are enabling more businesses of all sizes to communicate and collaborate in ways that enhance productivity and deliver results. Designed to suit business buyers who demand the right features, functionality and value their businesses require, the KX-HDV series phones feature high-definition audio, wideband full duplex speakerphone, dual LAN ports and support for Power over Ethernet (PoE).

HDV Range Overview:

Managing Calls

The HDV range provide all the functionality business need within a busy office environment. We have outlined below “How To” use the phone functionalities.

Holding a call

Put a call on hold by holding the call at your extension. To hold the current call: [HOLD/MESSAGE] To retrieve a call on hold at your line: [HOLD/MESSAGE]

Receiving a second call (answering call waiting)

During a conversation, if a second call arrives, you will hear a call waiting tone. You can answer the second call by disconnecting or holding the current call.

To disconnect the current call and then talk to the new party:

● Go on-hook

● Go off-hook

To hold the current call and then talk to the new party: Answer

Talking to two parties alternately (call splitting)

When talking to one party while the other party is on hold, you can swap the calls back and forth (alternately). To alternate between the parties leaving one party on hold temporarily:

● Press [HOLD/MESSAGE] during a conversation.

● Dial the other party’s extension number.

● After talking to the other party, press [HOLD/MESSAGE].

● Talk to the original party.

Transferring a call

You can transfer a call to another destination (extension or outside party). To transfer:

● Press [TRANSFER] during a conversation.

● Dial the party you want to transfer to, press Call

● Wait until the other party answers to announce the transfer.

● Go on-hook. To return to the call before the transfer destination answers, press [CANCEL]

Mute

You can disable the microphone or the handset to consult privately with others in the room while listening to the other party on the phone through the speaker or the handset.

To set/cancel: [MUTE/AUTO ANS]

● When the icon is blinking on the LCD, Mute is on.

● During Mute, even if you switch from/to speakerphone, Mute will continue.

● During Mute, even if you connect/disconnect a headset, Mute will continue.

Call logs

Displaying the Incoming Call Log in standby mode:

● [CALL LOG]

● [UP]/[DOWN]: “Incoming Log” → OK

Displaying the Outgoing Call Log in standby mode:

● Call Log

● [UP]/[DOWN]: “Outgoing Log” → OK

Conference calls (Three-way call)

The Blueface UC Portal provides a conference facility that will allow you to have multiple parties join a large conference call. In situations where you simply wish to add 1 other party to call you can do so from your handset. During a conversation, you can add an additional party to your call to establish a conference/ Three-way call.

Making a Conference Call

● Press [CONF] during a conversation.

● Dial the party you want to add to the conversation: Call

● [CONF]

Removing a Party from the Conference

During a conference, you can remove other parties from the conference. However, this operation is available only during conference calls you initiate.

● During a conference call, press [HOLD/MESSAGE].

● Press the corresponding [LINE] key for the party you want to disconnect → OK

● Talk to the party and go on-hook to end the call.

● Go off-hook and talk to the remaining party. To re-establish the conference without removing either party, press /[CONF] after step 2 whether on-hook or off-hook.

Ending a Conference Call

To end the conference call, go on-hook.

Call forwarding/Do not disturb

You can have incoming calls automatically forwarded to another destination. You can also have incoming calls rejected (Do Not Disturb).

To access the FWD/DND settings:

● Menu

● [UP]/[DOWN]: “Fwd/DND” → OK

● If the unit has multiple lines, press [UP] or [DOWN] to select the desired line → OK

● [UP]/[DOWN]: Select the type of FWD or DND setting to apply → OK

The settings are as follows:

● DND: Enable Do Not Disturb (All incoming calls are automatically rejected.)

● Fwd (All): Enable Forward All Calls (All incoming calls are forwarded.)

● Fwd (Busy): Enable Forward Busy (Incoming calls are forwarded only when your extension is in use.)

● Fwd (NA): Enable Forward No answer (An incoming call is forwarded if you do not answer the call within a certain amount of time.)

● If a Forward setting is selected, enter a new forward destination number, or confirm and modify a previously set forward destination number → OK

Adjusting the volume

● Adjusting the Receiver/Speaker/Headset Volume: [-]/[+] volume key: Adjust the volume during a conversation.

● Adjusting the Ringer Volume or Turning the Ringer Off in standby mode: [-]/[+] volume key: Adjust the ringer volume.

● Adjusting the Ringer Volume or Turning the Ringer Off while Ringing while receiving a call, do the following to adjust the ringer volume or turn the ringer off:

● To adjust the ringer volume:

o [-]/[+] volume key: Adjust the ringer volume.

o Back: Exit.

The adjusted volume level will also be used for all subsequent calls.

Flexible Button Functionality

Each Panasonic HDV 230, HDV 330 and HDV 20 side car allow the customer to programme those buttons for various uses. The flexible buttons on the unit can be customised to be used to make or receive calls, or as feature buttons. The following types of flexible buttons are available:

● DN (Directory Number): seizes the line assigned to the DN button. When a call arrives at the DN button, pressing the button answers the call.

● Lamp Indication:

○ Off: Idle

○ Red on: A shared line is in use or on hold (private) at another unit.

○ Flashing red slowly: A shared line is on hold (normal) at another unit.

● One-Touch: calls the party or accesses a feature assigned to the button.

● Headset: enables or disables talking using the headset.

● Lamp Indication:

○ Off: Headset off

○ Red on: Headset on

Speed dials

When the flexi buttons are programmed as speed dials they are set to call a specific number which will use a call flow. This will reach voicemail if it is part of the call flow but this will not monitor the state of the sip line as BLF does.

Call Pick up

This option programmes the flexi buttons to a sip line on a specific device. It allows monitoring and the ability to pick up a call from that specific line where the indicator light is showing.

● Lamp Indication:

○ Off: Idle

○ Red on: The monitored line is in use at that unit.

○ Flashing red: The monitored line is receiving a call at that unit.

○ Press the flashing lamp to pick up the call from that unit.

NOTE: Flexible Buttons are configured through the Blueface UC Portal under Devices and Functions

HDV – Troubleshooting

The two most common error messages you would see on these devices which will usually only show when they are connected for the first time or if there has been a change to your broadband provider or settings. The errors are:

1. Registering – the phone has an IP address but cannot connect to the Internet

Troubleshooting: Press [Menu], [System Settings], [Status]. [IPv4], [IP Address]

a) If the handset is showing an IP address, contact Blueface support asking them to check the configuration.

b) Ensure you have details of the MAC Address for the device, listed on a white label on the underneath of the phone when calling support.

2. Network checking – the phone never had an IP address

Troubleshooting: Press [Menu], [System Settings], [Status]. [IPv4], [IP Address] If the handset is showing an IP address. When this is blank, the phone is unable to obtain an IP address.

Things to check:

a) The Ethernet cable is connected are securely connected to the phone.

b) The Ethernet cable is connected to the LAN ports on both the HDV phone and in your office.

c) The phone must be connected directly to a LAN port either in your modem/router or in a wired port on the wall in your office.

d) The HDV phone should not be connected to a LAN port on PC or Laptop as it will not pick up an internet connection from those devices.

e) All recommended firewall settings are in place. Refer to Blueface support for assistance.

Should you have any queries please do not hesitate to contact Blueface Support by phone: 01-5242000 or by email: support@blueface.com

Create an IVR

Introduction

The Blueface portal allows you to send a call to an IVR (Interactive Voice Response). The IVR allows up to 9 options with multiple layers for each option.

Step 1: Add the audio file

The first step in creating any IVR is to add the audio file that will play for all incoming calls that are directed to the IVR ‘Call Flow’.

a) Click ‘Create New Flow’

b) Drag the ‘Menu’ element from the application list on the right to the centre of the ‘Designer’ screen.

c) Click the ‘Settings’ icon to select your audio file from the ‘Media’ field

d) A pop up will open showing ‘Menu Element Settings’

e) Click the dropdown box to select an existing audio file.

f) To add a new media file, click the green arrow icon on the right above ‘Ok’

g) Drag and drop the new media file into the ‘Media Uploader’ section

h) Click ‘Add Media’ at the bottom right to upload the file. It will take a moment to upload.

i) Click ‘OK’ at the bottom right when the media file shows in the ‘Media’ bar to save this setting.

Step 2: Add IVR options

Now that you have added the audio file you can begin to add options to direct incoming calls to the relevant ‘Users’ or departments within your company.

a) Drag and drop the ‘Ring’ element to the centre of the ‘Designer’ screen and place it within the ‘Menu’ element.

b) The ‘Ring’ element will automatically become Option 1 of your IVR

c) Click the ‘Note’ icon to label the option with a more meaningful name.

d) Type the label you wish to apply to this option in the white box of the pop up.

e) Click ‘OK’ on the bottom right of the pop up to apply your label.

f) The ‘Label’ will display when your mouse hovers over this option of the IVR

g) Edit the label at any time by clicking the note icon

h) Click on the ‘Settings’ icon to select the ‘Users’, ‘Devices’, ‘Group’ or ‘Off-Net’ number you would like to direct this option to

i) The ‘Ring Element Settings’ window will open

j) In this window, you have the option to select ‘Users’, ‘Devices’, ‘Group’ or ‘Off-Net’

k) Click ‘Add’ next to each ‘User’ you wish to direct calls to

l) Click the ‘Devices’ tab and select the required ‘Device’ by clicking ‘Add’ next to it

m) In the ‘Groups’ tab select the ‘User Group’ you wish to send calls to by clicking ‘Add’ next to it

n) To divert your calls to another number, click ‘off-Net’ and enter the external number you wish to divert calls to in the ‘Offnet Number’ box on the top left of the window

o) Click ‘Add’ on the right of the ‘Offnet Number’ box

p) Click ‘Ok’ at the bottom right to save your settings from any of the tabs

q) Alternatively, if you wish calls to any option to reach a sub menu, drag another ‘Menu’ element from the right and place it within the main ‘Menu’ element and follow the same steps

Repeat the above steps for every option you want to add up to a maximum of 9 options

Step 3 – Add another layer

Within each option, you may wish calls to reach multiple layers. Adding layers allows your calls to continue to ring onto other end points if they are not answered by the settings in your initial element. It also allows you to forward calls to voicemail.

a) Drag and drop the required element from the list on the right of the call flow designer screen

b) Place the element below the initial ‘Ring’ element

c) When using another ‘Ring’ element, configure the settings as in Step 2

d) When using voicemail, click the settings icon and select the voicemail box from the dropdown list

e) When using a ‘Play’ element click the ‘Settings’ icon and select the required piece of audio from the available audio on your account Repeat the above steps for every layer you want to add to each option

Example of Multi-layer IVR options

Support

Should you have any queries please do not hesitate to contact our support team for assistance.

Office Hours

Monday to Thursday: 8:30am to 5:30pm

Friday: 8:30am to 5:00pm

Phone: 01-5242000

Email: support@blueface.com

Call Park

To configure call parking, navigate to the call flow section via the phone option in the side navigation bar. Click on Create New Flow and drag the Park element from the list

Label the callflow with a name and description and link the created Call Flow with your selected number in the Numbers Section.

To retrieve a parked call, dial the internal extension number linked to the Park element.

Set up Virtual Receptionist with Time of Day

Introduction

This application 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’ application.

Time of Day Options

The ‘Time of Day Element Settings’ allows you to select from ‘Months’, ‘Days of the month’ or ‘Days of the week’ that your rule will apply to.

If you wish to set up seasonal ‘Time of Day’ rules you can do so by selecting ‘Months’ and / or ‘Days of the Month’. Alternatively, if you wish to set standard office hours to apply all year round select ‘Time’

Selecting ‘Options’ will allow you to automatically set Bank Holidays in your ‘Time of Day’ element.

Create a Time of Day rule

a) Click ‘Create New Flow’

b) Drag the ‘Time of Day’ element from the list to the centre of the ‘Designer’ screen

c) Click on the ‘Settings’ icon of the ‘Time of Day’ element.

Step 1: Select your office hours

a) Click ‘Time’ to select the hours your office is open on those days

b) Click ‘Activate’ on the left of ‘Days of the week’ to enable this option

c) Click each day that your office is open for the same hours

d) Click ‘Ok’ at the bottom right to save these settings

e) Repeat the steps in a new ‘Time of Day’ element to apply different ‘Time of Day’ rules for morning, afternoon and individual days of the week as required

Step 3: Label your Time of Day rule

The ‘Time of Day’ element in the centre of the ‘Designer’ screen will turn blue when your settings have been saved. Where you have multiple ‘Time of Day’ rules set in one ‘Call flow’ you can add a label to easily identify the ‘Time of Day’ rule at a glance.

a) Click the ‘Note’ icon on the right of the ‘Time of Day’ element

b) The ‘Notes’ pop up will appear

c) Type the label you wish to apply in the white box at the centre of this box

d) Each time you view the ‘Call Flow’ you can hover over the ‘Notes’ icon to see applicable times set in that section

d) Place your ‘Menu’, ‘Ring’ or ‘Call Flow’ element with time ‘Time of Day’ box to apply the rules to your call flows.

Should you have any queries please do not hesitate to contact our Support Team for assistance.

Call Divert

For instructions on how to set up a call divert on your Blueface UC account you can download our PDF guide.

Creating User Groups

User Groups allow you to group a number of extensions from the same team, department or location together to share a receipt of incoming calls.

The ‘User Group’ is available for selection in the ‘Call History’ section to easily monitor that ‘Groups’ call history.

Assigning a ‘Group Monitor’ allows that ‘User’ to view ‘Call History’ for the ‘Group’ their group.

You can also select the ‘Group’ within a ‘Call Flow’ to quickly create a hunt group.

To Create a ‘User Group’:

a) Click on the Groups icon on the top left of the Users screen
b) Click on ‘Add Group

c) The Group Details screen will open

d) Click ‘Add Users’ on the top right of this screen to select the ‘Users’ you wish to include in this group

e) Tick the box on the right of each ‘User’ you wish to include

f) Click ‘Select’ at the bottom right to add those ‘Users’ to the group
g) Give the Group a ‘Name’ and ‘Description’ to make it easy to search
h) Click ‘Save’ on the bottom right to complete the group creation

i) The Group will now appear in this section of ‘Users’
j) You can click the ‘Person’ icon at any time to view the list of users included in the group.
k) If you wish to make any changes to the group click the edit button on the far right to add or remove ‘Users’

l) Set one ‘User’ as a Group Monitor to allow them to view Call History records for their Group with Customer Administrator privileges
m) Repeat the above steps for any additional ‘User Groups’ you wish to create.

Should you have any queries please do not hesitate to contact our Support team for assistance.

Phone: 01-5242000
Email: support@blueface.com.

Deleting a User

To delete a user, navigate to the users section through the main menu.

Use the Search Users bar to find the user you wish to delete.

By clicking on the blue edit button to right of a user’s details, you will open the user dialogue box.

Scroll to the bottom and click on the pink Delete button.

Confirm the dialogue box and this user will be deleted from your Blueface UC Platform account.

Call Flow Overview

In order to link a device to a number so that the device will ring when that number is called you need to set up a Call Flow. To do so, select the Phone option from the Blueface UC Portal menu and select Call Flows from the sub menu.

Before proceeding, make sure all the Users, Numbers and Devices you want to link have been added to the account.

Adding a Call Flow

To add a call flow, click on the create new flow button on the right.

Label the call flow with a name and a description.

A menu of tools will appear. From here you can manage your call routing or set up IVRs and hunt groups, according to your business needs, and amend these setting every time you need to do so.

Other Configuration Options

A number of other videos in the help section discuss the different configuration options for call flows.

Navigate to the numbers section and link the created call flow with the number (extension or PSTN) you wish to use.

Naming call flows descriptively is very useful to recognise the call routing at a glance. When linked, whenever the number is called, it will execute the settings from the call flow.

Account Overview

Account Details

To navigate to the account section, select account from the main menu. In this section you may view or edit specific Blueface Account Details.

Audio Recordings

In the account details tab, you change or add the company’s VAT number, website, company’s description and your company’s time zone.

In Contact Details tab, you can change, add or remove your contact details including phone numbers, emails, addresses and locations,

Under addresses, you can add the address(es) you would like to use for shipping and billing purposes.

Federations

In the Federations tab, you may also view or manage company Federations, if any are linked to this account.

Audio Recordings

In the Custom Music on Hold tab: select one or more audio files to play while your customers are on hold.

If more than one audio file is selected, they will play in a loop each time the On Hold is triggered. The recording will always commence from the beginning. The Blueface UC Portal accepts audio files of the following types: .wma, .flac, .mp1, .mp2, .mp3, .mp4, .opus, .ra.

The national directory database

The national directory database section allows you to choose whether or not to be listed in the National Directory Database. To activate your listing, select enable, choose the contact details you would to list, select the listing options you would like, confirm your email and save.

Contracts

In the Contracts tab, you can view details about current and expired contracts in place. Your contract is also stored here and you can download it anytime.

Payment Methods

In the payment methods tab, you can configure your direct debit and add new credit cards to your account.

Logs

In the Logs tab, you can review all every add, edit, change and general activity of your account users.

Add a User

Adding a User

To add a User to the account, navigate to the users section and then click on the Add Users button on the top right hand side of the page.

You will then be prompted to fill in a form with an employee’s details such as Username, First name, last name, email address and contact number.

Customisations

You will be able to assign a UC Portal permissions and access levels by selecting a role.

You may also decide if you want the new user to receive email notifications, missed call notifications, to generate voicemails, create callflows and activate the Blueface video conferencing feature.

Finalising Set Up

Once you go to the next step, you will be able to assign the internal and external Caller ID numbers, local prefixes, activate call recordings and select the format of incoming faxes to the user.

You will also be able to set call barring and fax sending setup.

During the next step you will be able to allocate a device to the user.

Before the final confirmation, you will be able to see the summary of the settings and confirm that every detail is correct. After completing setup, you can send the new user an email notification with their username and password.

The newly added User will then be listed within the User List on the left hand side of the page. It is possible to find a specific User via the Search option at the top of the User Page and you can also edit the user’s details by clicking the blue icon to right of each user’s name.

Adding Internal Numbers

To add an internal number, click on the selected user, go to Settings tab and select the “+” button. On the pop up screen that appears, you can then enter the desired number. Click Create and Add and this will allocate the number to the account.

Allocating a Device to a User

To allocate a device to a specific User, navigate to the users section.

Click on the blue Edit button on the right hand side of the employee’s name and then select the Devices tab. Then click on Allocate to select a device:

When you see the window with available phones, choose a line to pair your chosen device with and then Allocate.

If you wish to edit the device, click on the Device Icon. This will open a new window and you can edit the device as needed.

Call History

To view your Call History, select the Phone icon from the navigation bar and select call history from the drop down menu.

Call History allows you to inspect the complete history of each UC PORTAL User who has with a linked device.

Select a User you wish to see the call history for. You can filter by Call Type — Voice or Fax or all — as well as devices and the time period you want to collect data from.

Once you have visualized your list of calls, click on the Download button in the bottom right hand corner of the page to export the data.

Call Recording

The Blueface Unified Communications Portal allows users to record and review every call made and received.

To access call recordings, navigate to the recordings section via the assets option in the main menu.

To download call recordings, select the ‘User’ or a Group and the timeframe and click Download.

Set Up

To set up call recording you must enable it on a Users profile. Navigate to the user section and click to edit their profile.

Go to the Settings tab and click on the drop down menu for call recording and select between Never record, Always record or Optionally record.

Complete the setup by clicking on the Save button.

If you choose Optionally Record a DTMF tone is needed to activate or deactivate the Call Recording.

Checking Device Status

Once your device is set up as required you can check its status by navigating to the devices section. From here, you can check if your devices are connected and all your lines are up and running.

If the circle around the image of the device is blue, your device line is operating as normal. If the Line Status tab is all blue, all available lines on this particular device are active. If the phone is not connected, the circle will show pink.

Multiple Lines

If the device has more than one line, and not all lines are active, the bar will show pink. Hovering over the bar, you will be able to see how many lines are active and how many aren’t.

If you then click on the Line Status bar you will be able to see the details of each line and identify which one is not active. To better recognise which one is inactive, click on the blue edit button on the right hand side of the bar.

Removing a Device

It is possible to remove a Device from your unified communications portal account. To do so, navigate to the devices section.

From the Device page, search for the device you want to delete and then click on the Edit button in the bottom right hand corner.

This will bring you to the page with all the device’s details. Click on the pink X Delete button to below the device image to remove the device.

Configuring a Device

To configure the busy lamp field or speed dial functionalities, or a simple telephone line on a device, select the Phone option from the menu then the Devices option from the submenu.

Search for the device you want to configure from the Search field at the top of the page and click on the edit blue button in the bottom right hand corner of the device you wish to configure.

Functions

If you click on the Functions tab, you will be able to assign a specific function to each line.

For example, if your device has 2 lines, one line will be assigned to incoming calls while on the second one you could enable the busy lamp field, a speed dial function or add a headset.

The type of device determines the amount of functionalities that can be set up.

The changes will be made automatically, you will see a message: Button’s functions successfully added in the top right hand corner.

Call Conferencing

Each User has access to Call Conferencing services, with a private Conference Room that can host up to 8 participants. Conference room and PIN details can be found in the User Account Settings tab.

Global PSTN conference bridge numbers can be found on the Blueface website: https://www.blueface.com/features/call-conferencing/bridge-numbers/.

When a bridge number is dialed, the caller will be prompted to enter a five-digit PIN to access the conference room and join the call. For every new Conference, click on Reset Room PIN to randomly generate a new access code.

Dashboard Overview

Welcome to your Blueface UC portal dashboard.

The Dashboard can be accessed by clicking on the Home icon at the top of the main menu on the left hand side.

The Dashboard is the page you will first see when you log in to the portal.

It gives you an overview of the Users, Contacts, Voicemails, Devices and Calls on your account.

You may also view a graph with the summary of all daily calls, sorted by Incoming and Outgoing as well as the Total of calls made and received.

You may also display graphs by choosing a specific User from the drop down menu on the top right hand side of the graph.

On the right hand side, more detailed Incoming Calls/Outgoing Call figures.

Below the call chart you may view all Recent Calls and Recent Voicemails.

How to Log In

When you sign up with Blueface, the Order Management team will configure your UC Portal account with all users, devices, numbers, and voice mailboxes ready to go.

Your log in credentials for the Blueface UC Portal will be sent to you via email once your account is configured..

Log In/Logout

To log in, visit https://uc-portal.blueface.com, enter your Username and Password information and click on Log In.

Once you have finished using the portal, to logout, click on your profile picture, on the top right corner of the page, and then click on the Logout button.

When you click on your profile picture in the Settings section, you may edit profile details such as first name, last name, email, internal ID, etc. From here, you can also change your password.

Changing Password

To change the current password, click on Update Password. You will need to confirm the old password and type a new password (twice). Once these details have been entered, click Save.

Each time you log in, please keep in mind that the username and password are case sensitive.

Editing a User

To edit a users details, navigate to the users section and the list of current Users will appear. Clicking the Blue Edit Button to the right of each name will allow you to view and edit their details.

In the Details tab, you can see the basic contact information and the User’s role. If you are an Admin level account, you can also edit any User’s role.

In the Settings tab, you can set up and edit call settings like internal and external numbers, video conferencing access, call recording, call barring, and fax settings. This is also where you are able to see the conferencing details assigned to a user and reset their conference room PIN if necessary.

In the Devices tab, you will be able to allocate devices to a user or remove their allocation.
In the Mailboxes tab, you can allocate a voicemail box to the user.
In the Groups tab, you can add the user to one of the Groups, for example, marketing or the sales group.