Northland Phone MaX UC Apps User Manual

Northland Phone MaX UC Apps

WHAT IS COMMPORTAL?

CommPortal is a very interactive web page that allows you to access and manage your call services and settings for your account phone. Your account phone is your 10-digit telephone number and can be used on a desk phone, MaX UC Desktop or MaX UC mobile application.

GETTING STARTED
To use any of CommPortal’s features, you will need CommPortal Web. Simply enter the following in your web browser to bring you to the login screen: https://bucommportal.northland.net
Enter your 10-digit telephone number and the EAS Password provided to you from your System Administrator. You will be able to change the password during setup.
This will bring you to the CommPortal Setup Wizard where you will change your EAS Password, voicemail pin and record your name and greeting.

SETUP WIZARD

On the Welcome Screen, click Next. This will bring you to the page where you will change your EAS Password used for logging into CommPortal.

CHANGE YOUR COMMPORTAL EAS PASSWORD

• Enter the EAS Password you used to log in in the Old password field.
• Enter the new password in the New password and Confirm new password fields.
• Enter a valid email address. This will also be used for password recovery.
• If you would like the ability to log in using the email address instead of the phone number check Allow email login.
• When finished, click Next.
• At the confirmation email screen, click OK.

CHANGE YOUR VOICEMAIL PIN

• Enter a new voicemail pin.
  Pin must:

  • consist of digits only.
  • be between 6 and 20 characters long.
  • not have a single digit repeated more than 2 times in a row.
  • not be a numeric sequence, e.g. 12345 or 54321.
  • not contain, or match part of, a telephone number or email associated with this account.

• Once entered, click Next.

RECORD YOUR NAME AND DEFAULT GREETING

• Select Record Name and follow the prompts to record your name.
• Select Record Greeting and follow the prompts to record your default greeting.
• You can skip this step temporarily by clicking Next. See Important Note below.
  This will bring you to the Finish screen.

IMPORTANT: If your company uses an Automated Attendant with a dial by name option, you must record your name in order for the option to work. You can also record your name and greeting from any telephone. See your telephone or MaX UC user guide.

FINISH

• Click Finish to complete setup and be redirected to the CommPortal Home Tab.

HOME TAB

The HOME TAB is the Call Manager that allows you to configure settings for all of your incoming telephone calls. The settings are divided into the following sections:

• Line State
• Incoming Call Settings
• Advanced Settings

The three tabs at the top and the index at the bottom will be seen no matter which tab you are on.

ACCOUNT PHONE + SETTINGS

• Line State: Your default status is Available for Calls. Click the dropdown to change your status to Do Not Disturb. You can add “Priority Callers” if you want certain phone numbers to be able to ring through to you when you are on do not disturb.
• Account Phone: Your account phone is your 10 digit telephone number and can ring on your desk phone, the MaX UC app on your desktop, or the MaX UC app on your mobile device. By default, your Account phone is the only one set to ring when someone calls your number.
• Incoming Call Settings: Allows you to choose which phones ring when someone calls you and how you want them to ring. You can choose to have just your Account Phone ring or you can add additional phones and choose how they will ring. For example, you can have another office phone ring, or your mobile phone without logging into the MaX UC application.

To add additional phones, click the Ring your Account Phone Button for additional options. Once you have added additional phone numbers, choose how you want them to ring:

• Ring your account phone: Rings only the Account Phone (desk, MaX UC Mobile, MaX UC). When logged in to more than one Account Phone, all devices ring when an incoming call is presented.
• Ring your phones in order: Allows you to set the order in which phones ring. For example, ring the account phone first, set the number of rings, and then ring a second office, home, or mobile device.
• Ring your phones together (Also known as “SimRing”): Rings your account phone and all other devices that you added simultaneously and returns to your Account Phone voicemail if unanswered.
• NOTE: When SimRing is in use, if you answer the call on a phone other than your account phone, press ** to send the call back to your account phone. (Deskphone or MaX UC).
• Forward to another phone: Forwards all calls to another telephone. Your Account phone will not ring. Incoming calls will be presented to the phone you forward them to. If unanswered, call will follow the programming of forwarded phone. For example, if you forward to another extension with voicemail, call will go to that phone’s voicemail.
  NOTE: When Forward is used, all associated applications and phones will be updated to indicate the phone is forwarded.

SETTING NO REPLY + BUSY STATUS
In this section, choose what happens to your phone if you do not answer it or you are busy. By clicking on the another phone link, you can set forwarding numbers. You can also set the number of seconds before the action happens.

ADVANCED SETTINGS

• Forward Selected: You can choose to forward specific callers to another telephone number. By clicking Forward Selected, you will be able to create a forward list. Callers will not be forwarded if you are on Do Not Disturb, or the number appears in Reject Selected.
• Reject Selected: Setting phone numbers in this section will reject the number and not send it to voicemail.
• Forward if Unavailable: You can choose to forward calls when your phone is unplugged or not logged in with this option. This is different than the Forward no answer option.
• Anonymous Callers: Rejects callers who withhold their number without sending them to voicemail.
• Distinctive Ringtone: Add numbers to a distinctive ring list by clicking on the link. The system will assign those numbers a Distinctive ring to help you differentiate those callers. You can add a number, or choose from your Contacts or extension lists. When making any changes to your telephone settings, you must always click the Apply button.

MESSAGES AND CALLS TAB

The MESSAGES AND CALLS TAB provides you information regarding your voicemail messages as well as your call history. To listen to your messages, press the PLAY button. Clicking the ACTIONS Button gives the following options:

• Reply*
• Mark as Heard
• Forward as Email
• Forward as Voicemail*

The TRASH can permanently deletes an individual message. To delete all messages, click the DELETE ALL button. By clicking the NEW VOICEMAIL button, you can leave a voicemail for another user on your system.*
NOTE: Adobe Flash plug-in is not supported and will result in features becoming inaccessible.

CONTACTS TAB

On the CONTACTS tab, you can create new personal contacts and groups, as well as import and export contacts.

• CONTACTS LIST Tab: Stores your personal contacts and group lists as well as lets you add new contacts and groups.

• TO ADD NEW CONTACT: Click the NEW CONTACT button and complete the information.

• TO ADD A NEW GROUP: Click the NEW GROUP button and search your current CONTACTS to add names to a group.
  NOTE: To add a member to a group, they must already be in your contacts.

• TO IMPORT A CONTACT FILE: Click the IMPORT button. You can choose the file from your device.
  NOTE: Imported files must be in a .CSV format.

• TO EXPORT PERSONAL CONTACTS: Click the EXPORT ALL button and choose the appropriate export mode.

• SPEED-DIALS Tab: Allows you to assign a 1 or 2 digit code to a contact. Dialing that code will call the contact. Click on the Speed Dial Tab and complete the Speed Dial number and telephone number of the contact. Single digit speed dial numbers can be used from 1-9 and two digit codes range from 20-49.
  NOTE: You are not able to add a name to the speed dial entries, you should keep a list handy.

• EXTENSIONS Tab: Provides a list of all extensions configured on your telephone system. This is populated by the system administrator.

• SHORT-CODES Tab: This tab is configured by the system administrator so you can 4-digit dial to other users on your telephone system.

START BUTTON

From the START Button, you can make a call and start a meeting.

PLACE A CALL

• TO PLACE A CALL: Click the START button and click MAKE CALL.

A dialer will pop up. Enter a telephone number or click the drop down to choose a contact from your directory. Click the DIAL button. By default, the dialer is programmed to call you at the number you are logged into on the CommPortal Application. When you answer, the call will be placed to the number you entered.
TO CHANGE THE PHONE NUMBER: Click the CHANGE button. Click new number and enter the telephone number that you wish to make calls from.

START A MEETING or WEBINAR
If your company subscribes to the MaX Meeting Application or MaX Webinar, you can start a meeting or webinar from the START button. See the MaX UC / MaX Meeting / MaX videos and user manuals provided by your System Administrator.
NOTE: MaX Meeting was formerly knows as Accession Meeting. You may see references to this.

SIGNING OUT OF COMMPORTAL
To sign out of the CommPortal Application, click your NAME button and click LOGOUT. You will automatically be logged out of CommPortal after a period of inactivity.

YOUR SERVICES

The Your Services section allows you to change various settings for your account. The bubbles in this section are called “Widgets”.You will only see the Groups Widget if you are a member of a group. If that group is part of iACD, you will also see an Agent Dashboard Widget. Refer to the iACD Agent User Manual for more information.

• The Call Forwarding options apply when configuring Call Forward via your telephone.
• By default, you will be prompted to enter a forward number each time you choose a forwarding option.
• Remote forwarding is generally blocked by the System Administrator for security purposes and you cannot unblock it.

CALL BLOCKING
Call blocking will block outgoing calls to the options below when checked. If the System Administrator has blocked calls, you will not be able to unblock them.

CALL ME BUTTONS
Call Me buttons allow you to add a button to a website or email, allowing people to phone you by clicking the button. Call Me buttons are configured under the APP TAB.

MESSAGE SETTINGS

The MESSAGE SETTINGS tab allows you to configure your voicemail settings .

• To forward voicemail messages to an email address, check the Forward Message box, click on add an email address and add a valid email.
• If you would like to leave the original message in your telephone’s voicemail, check Leave original in inbox. This will create a duplicate copy of the message. Deleting from your email does not delete it from your inbox and vice versa.
• If you leave the box unchecked, voicemails will be sent to your email as a wave file attachment and you will not receive them in your inbox.
• You can also choose to include action links in the forwarded message. These links allow you to perform actions including deleting the message from the email, account telephone and CommPortal simultaneiously, marking the message as read, marking all messages as read and logging into your voicemail account.

MAILBOX ACCESS
This section helps you manage your mailbox settings.

• Skip Pin: When enabled, you are not required to enter your PIN when accessing your voicemail from your own telephone.
• Fast Login: By default, when logging into your mailbox, you are asked to enter your telephone number and PIN. If Fast Login is enabled, you will not be required to enter your telephone number when logging in using your own phone. You would be required to enter your PIN unless skip PIN is also enabled.
• Autoplay Voicemail/Fax: Choose whether you want to hear message and message details (date/time/sender), message only or details only.
• Voicemail playback: When listening to messages, choose to hear only the details (date, time and phone number) and the message, the message only or the details only.

VOICEMAIL GREETING
From this section, you can configure which greeting will be played to callers who reach your voicemail. You can use a standard system greeting or record or upload a personal message.
NOTE: To record from this application, you must have or install the latest FLASH version on your PC.

• System plays the normal system greeting with no identifying information.
• System with number plays the normal system greeting, including your telephone number.
• System with name plays the normal system greeting, including your recorded name.
• Personal plays a greeting that you record.
• Extended absence takes over for other greetings and plays an away message you record.
• Forward all calls plays a different greeting when your telephone is set to forward.

From the dropdown, choose the greeting you want to work with.
If a greeting is not recorded, select Record next to the greeting. When a greeting is recorded, you will see Edit next to the greeting. Select Edit to review or rerecord the greeting.

• The first section shows you the greeting you are currently working with.
• The next section lets you play, record and adjust your microphone and speaker volumes.
• If you have greetings saved elsewhere, you can upload them here.
• Press SAVE to save your recording.

MORE OPTIONS
Select more options to see additional available greetings.

• Record a different greeting when you are on another call.

• Record a different greeting to play outside of your normal business hours.
  NOTE: You can set a schedule for this greeting by logging in from a telephone and selecting the greetings option. Refer to the telephone and voicemail user guide.

• Record a different greeting to play to others within your business group.

NOTE: When you select Extended Absence, the more options will give the option to allow/disallow callers to leave a message and to use a different greeting for callers in your Business Group.

NOTIFICATIONS

The Notifications Tab allows you to configure the different methods of notification you can receive with the messaging service. For all options, you can choose to be notified for all voicemails or just voicemails marked as urgent.

• MESSAGE WAITING INDICATORS
  Turns the New Message indicator on your desk phone and/or MaX UC on and off. To configure the telephone number, click the dropdown next to notifications and then click the New Entry Button at the top of the display and enter the telephone number.

• EMAIL NOTIFICATIONS
  When configured, will send an email notification that there is a new voicemail. The voicemail sound file is not sent to email. The voicemail must be listened to through a telephone or the CommPortal application. To configure the email address, click the dropdown next to Email and then click the New Entry button at the top of the display and enter the email address.

• OUTDIAL
  Sends outdial notifications of new voicemail messages to a telephone number according to a schedule that you set. When you receive the call, you are given the option to turn off notifications or to log in and listen to the message. Add the telephone number, in the box and click SCHEDULE to set up a schedule. You can choose to receive notifications for all voicemail or only voicemails marked urgent. Set the number of retries and the delay between retries by entering the information in the applicable boxes. Choose when to stop retries .

• OVERRIDE
  The OVERRIDE feature allows you to override your normal outdial schedule without changing it. You can also choose to have a different number programmed to be notified according to a schedule. Programming of the OVERRIDE feature is the same as the programming of the OUTDIAL feature.

REMINDERS TAB

The REMINDERS TAB allows you to set reminders either to occur once in the next 24 hours or to repeat daily or weekly. The system will call the designated telephone number at the specified time and day. When you answer, it will tell you to press 1 to hear your reminder.

To add a reminder, check the ‘Enable reminder calls to this line’ box. Then, click the New Reminder Button.

• Fill in the description, choose when the reminder occurs.
• The dropdown and completing the date and time field.
• Click the Play/Record button and record a brief reminder.
• Click Add and be sure to click Apply when finished.

GROUPS TAB

When you are a member of a group (Hunt Group, Pickup Group or iACD) you will have a GROUPS TAB. Refer to iACD Agent Guide for more information on iACD Agent functionality. As a member of a hunt group, your account phone is programmed to ring when a choice is made from an automated attendant or the hunt group number is dialed. You may be required to log in to the hunt group to receive calls. As a member of a pickup group, you are able to pick up another phone you hear ringing that is also a member of your group. Both types of groups must be programmed by the System Administrator.

HUNT GROUP

• The GROUPS tab shows you information about all of the groups you are a member of. It also shows the other members of the group and in the case of hunt groups, you are able to log in and out of the group.
• To log in, click the LOGIN button. The display will now show you are logged in and you will see a LOGOUT button.
• To log out, click the LOGOUT button.
• The tab also displays the other members of the group and whether they are logged in or out. In front of the name, an arrow pointing right indicates the user is logged in, an arrow pointing to the left indicates the user is logged out.
• When viewing the Pickup Group information, you will see the members of the pickup group. All members of a pickup group can pick up each other’s calls when they hear the phone ringing by using a PICKUP button.

APPLICATION RIBBON

PERSONAL DETAILS

• NAME: Shows the account you are logged in to.
• DEVICES: Used for changing personal phone settings and programming telephone buttons (some features are limited to system administrator).
• ALLOCATED LICENSES: If you subscribe to large meeting or webinar service, the number of licenses will appear here.

SECURITY

• CHANGE PASSWORD: Changes the password used to log in to CommPortal.
• CHANGE CALL SERVICES PIN: Changes the Call Services PIN (CFS) provided by the System Administrator.
• CHANGE VOICEMAIL PIN: Changes your voicemail PIN.

SUPPORT

• HELP: Provides an explanation of the tabs.
• DOWNLOADS: Downloads the MaX UC Application when you subscribe to it (See Downloading MaX UC handouts). Adds “Call Me Buttons”.
• FEEDBACK: Lets you send feedback.

DEVICES
Select DEVICES under the Personal Details tab. This will bring you to the Desk Phone box.

Select EDIT below your device. If you also have MaX UC, you will see this option, but changing the MaX UC settings in the Devices tab is limited to the system administrator. The settings that can be changed by the end user are restricted to PREFERENCES, RING TONE and PROGRAMMABLE KEYS in the USER Section. All other settings are limited to programming by the system administrator.

PREFERENCES

• Intercom Warning Tone determines if a warning tone will play when an intercom call is received.
• Handsfree mode sets the preference for speaker or headset when handsfree is selected on the phone.
• Priority Ring tone sets a different ring tone for callers in your priority callers list.
• Active Backlight Brightness sets the brightness level when the phone is in use. Brightness settings range from 1-5.
• Inactive Backlight Brightness sets the brightness level when the phone is idle. Brightness settings range from 1-5.

Program a Ring Tone
You can select ring tones for your phone from Line 1 in the USER section.

Select the dropdown next to Line 1 and Select Ring Tone.

Select the dropdown next to Ring Tone to view the options. Common is the default.

Select a ring tone from list. You will be able to hear the ring tone once the phone reboots. When you finished, select Save changes.
IMPORTANT: Selecting Save changes will cause an immediate reboot unless you uncheck Update phone(s) immediately when saving.

PROGRAMMABLE KEYS

• On the device screen, select the dropdown for Programmable Line Keys. This will bring up the keys. Some keys are restricted by System Adminstration.
• Click the dropdown next the key you want to program.
• This brings up the softkey actions.
• Click the dropdown next to Softkey actions to bring up a scrollable list of features.
• Select the feature and complete the required information. Most features are already available on fixed keys, Softkeys or line/feature keys.
• Below are examples of the most common programming options.
• Busy Lamp Field (Enhanced Monitor Extension).
• Speed Dial
• Feature such as call forward

Program a Busy Lamp Field Key
A Busy Lamp Field Key, also known as an Autodial Key or an Enhanced Monitor Extension Key, can be used to one touch dial an extension in your business group, view the status of the extension or transfer a call to the extension .

• Select Enhanced Monitor Extension from the Softkey action dropdown.
• Default line is Line 1. You do not need to change this.
• In the Extension field, enter the extension number or type in a name to select from the directory.
• Fill in the label field with what information should appear on the display.
• When finished, select Save changes at the bottom.

Program a Speed Dial Key
A Speed Dial Key programs an external number on a key to enable one touch dialing to that number.

• Select Speed Dial from the Softkey action dropdown.
• Default line is Line 1. You do not need to change this.
• In the Number field, enter the telephone number exactly as you would dial it.
• Fill in the label field with what information should appear on the display.
• When finished, select Save changes at the bottom.

Program a Feature
A Feature Key may be a feature that you need that isn’t already programmed on a key. An example might be Forward. When programmed on a key, it acts as a “one touch” forward to a specific number.

• Select the feature you wish to program from the Softkey action dropdown. In our example we re using Forward
• Default line is Line 1. You do not need to change this.
• In the Number field, enter the number to forward your calls to. Enter it exactly as you would dial it.
• Fill in the label field with what information should appear on the display.
• When finished, select Save changes at the bottom.

PRIORITY CALLERS LIST

The Priority Callers List allows you to program a list of “priority callers” telephone numbers that can ring your phone when you are set to DND. The list is configured through CommPortal and can be set through either CommPortal or MaX UC.

• On the Home Screen of CommPortal select Available and then select Do Not Disturb.
• Once you have selected Do Not Disturb, You will see the option to Allow Priority Calls to ring when in Do Not Disturb. To allow callers to ring through, tick the check box.
• To add numbers to the Priority Callers list, select priority callers.
• Once you have selected Do Not Disturb, You will see the option to Allow Priority Calls to ring when in Do Not Disturb. To allow callers to ring through, tick the check box.
• To add numbers to the Priority Callers list, select priority callers. Enter the telephone number, or choose from your Contacts or Extensions list.
• You can also activate Do Not Disturb and allow calls from Priority callers from MaX UC.
• In MaX UC, select your status drop down. Select Do Not Disturb and tick the checkbox next to Allow calls from the Priority Callers List.

CALL ME BUTTONS

Call Me Buttons make it easy for people to reach you by using graphic buttons that you can add to a webpage or email. When someone clicks the button, they enter their phone number and the call is automatically connected when you answer the phone. Your account will be charged for the cost of calls made using the Call Me Button.
TO ADD A CALL ME BUTTON: Click the Downloads link.

1. Click VIEW APPS button + select CALL ME.
2. Click WEBPAGES or EMAILS.
3. Enter the telephone number you want callers to reach you at. Choose whether it is a webpage/HTML email. Click Next.
4. Select the CALL ME button you want to add.
5. Follow the directions for copying the information and pasting it to an email or website. Click OK.
   • To enable or disable CALL ME buttons, go to the ALL SETTINGS Tab.

PASSWORD RESET

PASSWORD RESET:

• To reset your password, go to the CommPortal Log-in screen.
• Select the Reset Password link and follow the prompts.

Need support? Connect with us at www.northland.net/support or Dial 4357 (HELP) or 315-671-6262 to speak to a Northland Representative

References

• Business Unlimited Support | Northland University
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