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Connect + Install Guide

For more information please visit fonality.com or call 877-FONALITY.

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Table of Contents

Getting Started with Fonality Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Fonality Assist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Activate your Fonality Connect IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Fonality Connect Softphone Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

E911 Setup and Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . .. . 5

Extension Details and Extension Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 6

Voicemail Settings .. . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Routing and Appearance Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Set Up your Auto Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Using the Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Recording Voice Prompts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Creating and Using Submenus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . .11

Editing the Call Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Example Auto Attendant Using Queues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Using Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

CDR Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..14

ACD Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Creating and Managing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Adding a Queue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Viewing and Managing Queues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Options Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Global Settings . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Time and Country Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 20

Telecom Settings . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . .20

Night Mode Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 21

Other Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 21

Professional Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

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Getting Started with Fonality ConnectTo use your service, you will need to activate your phones, configure your extensions,

and set up your features.

Below is a step-by-step overview of this process. We will also be happy to help you set up your

service over the phone at no charge. Call 1-866-366-2548 for help setting up your new phone

system, have your numerical server ID ready as you will be asked to enter it.

Fonality AssistFonality Assist is a service that is included with every system Fonality sells. Designed to get

you up and running as soon as possible, Fonality Assist is a program that assigns a Fonality

Assist Specialist to help you through the setup and configuration of your Fonality Connect

system as well as monitor and offer specialized assistance during the first month of activation.

Program benefits include:

» Complementary program enrollment with every system

» Get up and running faster with full installation support

» Improve adoption with user-type training

» Specialized care assistance with active monitoring

» Priority support and escalation

For more information please visit fonality.com or call 877-FONALITY.

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Activate Your Fonality Connect IP PhonesUse the activation process below to use your Fonality Connect IP phones.

» Take the Ethernet cable and connect the IP phone to the Internet. To do this, plug one

end into the jack marked LAN on the back of your phone and the other end into your router

or switch.

» Plug in the power cord to an electrical outlet.

» The phone should boot itself up, if it displays an error such as “Network Link is Down”

or “Could Not Contact Bootserver”, try restarting the phone and checking all connections

to make sure the phone is plugged in properly receiving both power and internet into the

correct ports.

» After booting, you should see the extension number on the screen.

» Perform these steps for all your IP phones. Once they are activated, please proceed with

verifying your E911 Status and setting up your extensions by launching your web browser

and navigating to http://cp.fonality.com. Log in using your administrator credentials found

in your welcome email.

Fonality Connect Soft phone ServiceIf you are setting up a Softphone without a desk phone, please follow the steps below to install

the software. Make sure that you have your softphone license key written down somewhere as

you will need it during the installation process.

» Plug your headset into your computer’s headset port (sometimes located on the front

of the computer)

» Log into the Admin Panel at using your server’s admin username and password.

» Click the “Extensions” tab, and locate the extension you wish to pair with the softphone.

Click on the extension number and review all off the settings for accuracy (email address,

web username, web password, etc.)

» Set the “Phones/Devices” drop-down menu to the softphone (e.g. SOFTPHONE001).

» Click “Apply all changes” once you have selected all of your desired settings.

» Run the softphone installer from here for PC.

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» When the installer runs, enter your registration key (from the CSV file emailed when you

ordered your softphone(s).

» To properly provision the softphone, please use the web username & web password for

your individual extension. The admin login will not work.

» The audio tuning wizard lets you adjust your headset and microphone. Just follow

the directions.

» When you complete the installation wizard, your phone will be fully configured with the

correct extension and device information.

» For more information on your Fonality Softphone go to this page.

E911 SettingsYour E911 settings are used to provide address-specific information to emergency services

whenever someone makes a 911 call. Emergency personnel use this information to dispatch a

response team if the caller is unable to speak or if the call is suddenly disconnected. It is very

important that the address for each device (extension) is accurate and verified. To configure your

E911 settings, please follow the steps below.

» Scroll over the Users/Extensions tab at the top of the page, in the menu below it

click E911.

» On the E911 page a list of numbers will be shown, some may have extension numbers

assigned to them and some may not, this is normal.

» On the right of the screen under the column marked ‘Status’ there will be lights that are a

deep RED. Click on the pencil next to these lights to edit the E911 information.

» A new window should launch with a form to fill out the correct address information for the

E911 system.

» Please fill it out accurately. If you need assistance refer to the image below. Once done

click ‘Update My Information’

» Continue to update each number until all of the lights are GREEN.

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E911The E911 service address is where this phone is located and is passed on to the E911 service

dispatcher in case of an emergency. Please make sure to enter the correct information

Required fields are denoted with*

Extension Details and Extension OptionsBefore editing the details of each extension you should click on the Users/Extensions >

Extension Status page, and check if all of your extensions showing up as Registered in the

status column indicated by a GREEN light. If some extensions still have a RED light, please

activate these extensions now by following the instructions above in the Activate Your Fonality

Connect IP Phones section. If you have a YELLOW light please make sure that your E911 has

been updated properly.

Once all of your extensions have been activated, access the Users/Extensions > Extension

Status page. Click on an extension and assign a first name, last name, and email address of

each user. The Web Username and Web Password are used to log into your personal control

panel for the extension, so be sure to set them to something you can remember.

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Below you will find an image of the Extension Options Page and explanations of what you will

find there.

` Voicemail Settings

Expand the voicemail settings tab in the extension options page you are currently on. In

this tab you can set your voicemail password, enter an e-mail in which you would like to

receive notifications of new voicemails, and set e-mail attachments to ‘yes’ in order to

receive the voicemail as an audio file in the e-mail you specified.

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Set up your Auto AttendantThe Auto Attendant is a powerful automated service that replaces the need for a receptionist.

Before diving into the auto attendants features directly, let us take a look at how to set the

framework for a functioning auto attendant system.

` Using the Scheduler

To begin using the scheduler you must scroll over the Auto Answer tab at the top of the

screen and click on Scheduler.

` Routing and Appearance Settings

Expand the Routing and Appearance Settings tab in the extension options page you are

currently on. In this tab you can set the inbound phone number which will be the phone

number that allows you to reach this user directly, for example, if you set the inbound

phone number to 414-409-XXXX then whenever you call 414-409-XXXX you will reach

that user and only that user. You can also set the outbound caller ID which will change

the number that shows to others whenever you call out from any extension assigned to

this user.

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On this page you will set up the normal hours of your business including notable

exceptions to those hours such as holidays. To begin using this feature you must give

your schedule a name, you may also give it a description. The type refers to either your

normal weekly schedule, or you can pick specific dates like Christmas or whole weeks

you may be off with the calendar option. Depending on which you chose, weekday or

calendar you can choose the day range and the hours you will be open in the time range

per day column for your weekly schedule, or the start and end time of your calendar

schedule.

Once you have completed your schedule, click apply all changes to create it. Keep in

mind that the schedule will not be active until used in the auto attendant itself.

` Recording Voice Prompts

To begin using the voice prompts feature scroll over the Auto Answer tab at the top of

your screen and click Voice Prompts.

Voice prompts enable the system to communicate instructions to customers calling into

your auto attendant. To record your own voice prompt you will need:

» A person whose voice you enjoy hearing

» A well thought out script and file name ideas

» A quiet room with very little background noise for recording

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To begin using voice prompts you must first decide whether or not you will be recording

new voice prompts, or uploading existing ones.

To record a voice prompt, enter a name for the file under the Record New Voice Prompt

area, and add a description if you wish. Voice prompts are recorded through one of the

IP phones provided to you, to specify which phone you would like to record from (it

does not matter which) enter the extension number of that phone and click on ‘Call me!’.

It is also possible to record a voice prompt through an external phone by entering the

seven-digit phone number into the extension box. Within twenty seconds the designated

phone will ring, pick it up and listen to the instructions as they will guide you through the

recording process. Once you are finished saving the voice prompts page should reload,

and you should see the file name of your voice prompt on the bottom of the page along

with our default voice prompts.

To upload an existing voice prompt to the server click on the browse button under the

Upload Existing Voice Prompts area and navigate to the folder on your computer that

contains the file. When you have found the file you can add a description if you would like

and then click Upload.

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` Creating and Using Sub Menus

Submenus are used to create different branches within your auto attendant. These

branches can be used for various purposes, most commonly to create departments

within the phone system to better direct call traffic. They can also be used to set up

schedules, play messages and much more. To begin creating your own submenus scroll

over the Auto Answer tab at the top of the page and click Sub-Menus.

On the submenus page you will find a list like the one presented below:

This page can be used to create new and jump to existing submenus. To create a

new submenu simply enter a name into the Submenu Name field and click Create

New Submenu. A submenu name may be up to thirty characters in length. To jump to

an existing submenu click the name of the submenu you wish to jump to or click the

magnifying glass to the right of the submenu you wish to examine.

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` Editing the Call Menu

To begin editing the call menu scroll over the Auto Answer tab at the top of your screen

and click Edit Call Menu.

The call menu is the sequence of events that occur when someone calls into your phone

system that can range from very simple, to a very complex set of rules giving you total

control of the automated experience your customers will have.

Every time a customer calls a number that is not assigned as a direct dial to a user they

will reach this auto attendant and follow the series of steps under the Call Sequence.

These steps can be deleted by checking the boxes on the left hand side of each step and

clicking Apply All Changes at the bottom of the page. These steps can be replaced by

going to the bottom left side under Add New Sequence. To add a sequence you must:

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» Choose where to place this new step by clicking the After step drop down box.

Keep in mind that the new step you make will be placed immediately after the step

you choose from the drop down box. For example, in the image above if I were to

add a new step to the call sequence, it would currently be placed after the current

step six in the sequence and thus be step seven.

» Choose what kind of step you want to add.

» Click Apply All Changes

» If there is a drop down box in the step you added, make sure you select what you

want from it and click Apply All Changes again

Keypress Options are options that customers can access using the number pad on

their phones. These options allow the customer to jump to different submenus in the

auto attendant, as well as perform actions such as going to a direct extension or the

Name Directory.

` Example Auto Attendant Using Queues

Below you will find images with examples of a possible auto attendant for a call center.

We will start first with the MAIN call sequence. When a customer calls into the example

business they will hear a voice prompt that gives them options to go to either the

operator, the sales queue or the technical support queue. By pressing either 1 or 2 they

will jump to either the SalesQueue or TechQueue submenu.

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In this example the customer has pressed 1 and been taken to the SalesQueue submenu.

Notice that this submenu has them going directly into the sales queue. On the right you

can see a keypress option that will allow the customer to press 0 at any time while in the

queue to jump to another submenu set up to go directly into the sales voicemail box. The

technical support submenu is set up identically.

Using ReportsThe reporting feature of your Fonality Connect system allows you to gather various information

about the calls going to and coming from your phone system.

` CDR Reports

CDR reports or Call Detail Record reports allow you to gather information on inbound,

outbound, and interoffice.

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In the far left column, under Call Types you are able to check and uncheck which types

of calls you would like to pull a report about. Each of these calls will be color coded in

relation to what kind of call they are, for example inbound is blue, outbound is green and

so on. To the right of the call types column under View Columns you can check

and uncheck the different information you’d like to pull about these calls. To the right

of that under List Filters, if there is a particular extension you would like to see rather

than the whole system, click the Extension drop down box and choose which extension

you would like to filter. Once you have chosen the information that you would like

displayed in the report click Run Report in the bottom right.

` ACD Reports

To begin using the ACD Reports feature of your Fonality Connect system scroll over the

Reporting tab at the top of your control panel and click acd reports.

ACD reports or Automated Call Distribution reports allow you to gather information

specifically regarding queues and agents within those queues.

Above you’ll find the create a new report tool, using this tool you can create a variety of

reports for your business. By selecting one of the Queues you can immediately move to

the report drop down box and select one of the many reports. By pressing and holding

ctrl (control) and clicking on another queue you can get joint reports for multiple queues.

The agents box allows you to select specific agents to report on, making use of the Agent

Talk Time report as well as the Reasons reports. You can also select specific reasons

from the Reasons box, to filter down which reasons you want reports on. Many of these

reports are familiar to call center managers.

Once you have chosen the criteria for the report you wish to create, choose a start and

end date for the report. Click on View Report to create and view the report.

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Creating and Managing QueuesThe ACD feature of your Fonality Connect system allows you to integrate call center features into

your phone system by creating and managing queues. Before you create your Queues, enable

the Call Center Agent License for each user whom you wish to have answer from your Queues.

The Call Center Agent check box is located under Licensing Settings section of the Users /

Extensions > View Users page.

` Adding a Queue

To add a queue scroll over the ACD tab at the top of the control panel and click

Add Queue.

Below you will find an image of the add queue tool, as well as the steps on how to

add a queue.

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Steps to add a queue:

» First you must name your Queue so that you may identify it among any

other queues.

» Select the queue type from the Queue Type drop-down box. The queue types are

defined as follows:

» Fewest total calls: Agents are rung according to who has received the fewest

total calls.

» Least recently answered: Agents are rung according to who has waited the

longest since last answering a call.

» Ring random user: Agents are rung in a random order.

» Ring all: All agents are rung. The first to pick up gets the call.

» Round robin (circular hunt): Agents are rung according to the order they are

listed in the queue.

» Round robin with memory: Just like round robin, except the ringing begins

with the agent right after whomever received the last call.

» Select the maximum number of callers allowed to hold at once from the Max.

Holders drop-down.

» Hold the control key and click on every agent that should be a member of the

queue. Once all relevant agents are highlighted, click ‘Add Agent’.

» From the Ring column, select the duration in seconds that each agent’s phone

should ring. 1 ring is approximately equal to 5 seconds.

» Click Add Queue at the bottom of the page.

For a more in depth guide on how to add a queue, refer to our knowledge base

for our video guide.

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` Viewing and Managing Queues

To view your queues scroll over the ACD tab at the top of the control panel and

click view queues.

The view queues page allows you to gather basic information on each of your queues as

well as edit them after creation by clicking on the queue name.

Above is an example of a populated view queues page. Each column is defined below:

» Del: Delete the queue. You should remove all agents from the queue before you

delete it to ensure that no settings linger within the system’s configuration files.

» Name: the name of the queue.

» Hold: the number of callers currently holding in the queue.

» Hold Time: the cumulative hold time of all callers currently holding in the queue.

When you clear queue stats (located at the bottom left-hand corner of the Admin

Panel), this value returns to zero.

» Comp.: the total number of completed calls (e.g. calls that were answered by an

agent) since the queue’s stats were last cleared.

» Aband.: the total number of abandoned calls (e.g. calls that reached the maximum

hold time specified in the queue’s configuration or when a caller hung up before an

agent answered the call regardless of the total time the caller was holding) since the

queue’s stats were last cleared.

» Queue Agents: the extension and name of each ACD Agent on a per-queue basis.

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Options PageThe Options page on your Fonality Connect server allows you to change global settings on your

phone system. To reach the options page scroll over the Options tab at the top of your screen

and click settings.

Below you will find an example of the options page as it appears by default. Lets break down

each section individually.

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` Global Settings

Under the Global Settings area there are three fields to fill out, Server Name, Admin

Password, and Confirm Password. Server Name allows you to give your server a name,

which may be useful, but is not required. Admin Password and Confirm Password

allow you to change the password you use to log into the Admin Panel. To change your

password simply delete the default one in the field and enter a new password in the

Admin Password field, then enter it again in the Confirm Password field and click Apply

All Changes at the bottom of the page.

` Time and Country Settings

Time and Country Settings allow you to change the time zone on your server. This will

affect any schedules you make through the scheduler, and the time that is displayed on

your phone. To set your time zone click Server Local Time and scroll through the options

until you find one that is relevant to your location.

` Telecom Settings

Telecom Settings allow you to change the Global Caller ID of your system as well as

what will be displayed for the Forwarded Caller ID. The Global Caller ID allows you to

set a default number to show as your outbound caller ID. For example, if you were to

set the Global Caller ID to 409-562-90XX unless specified in the extension, all phones

would show that number to customers whenever you make an outbound call. This is

useful for setting a main number if you do not want your customers to be calling certain

phones directly.

Forwarded Caller ID allows you to either have all forwarded calls show the Global Caller

ID by default, or the original Caller ID of the forwarded call.

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` Night Mode Settings

Night Mode Settings allow you to manually switch the system into Night Mode by using

the drop down box, or setting a Night Mode Password and pressing *66 from any of your

phones and entering that password.

` Other Settings

The Other Settings section is filled with miscellaneous features that you can enable

or disable. By having Rollover Help enabled you will be able to make use of the blue

question marks featured in the upper right hand corner of each feature. Scrolling over

these question marks allows you to get useful help tips on the feature in question.

Enabling Rollover Humor will add humorous examples to each of the Rollover Help text

boxes. Enabling Different Length Extensions will allow you to have extension numbers

of different length.

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Professional ServicesFonality Professional Services can provide you with powerful and customized applications

that will improve the effectiveness and efficiency of your organization. Examples include

CRM Integration, automated Appointment Reminder applications for your customers, Survey

applications, and voicemail notification/escalation applications. Contact Professional Services

at professionalservices@fonality.com for information on these and any other custom applications

that will help to ensure your success.

Thank You Thank you for choosing Fonality as your communications provider. As North America’s fastest

growing business communications company, we understand the needs of a dynamically grow-

ing company, and Fonality is here to serve your communications needs. For additional support

including technical assistance, please do not hesitate to call us at 877-FONALITY.

Fonality is North America’s fastest growing business communications company and the only provider of cloudbased,

open source VoIP phone and Unified Communications solutions for small and mid-sized businesses. With a unique

software model approach, Fonality provides all the features of legacy providers without the cost or complexity. Founded

in 2004, Fonality has delivered more than two billion phone calls across the cloud while enabling more than one million

users of open-standards based communications software. Investors include Draper Fisher Jurveston, Intel Capital and

Azure Capital Partners.

Visit fonality.com or call 877-FONALITY for additional information.