Blind Transfer - Warm Transfer - Place call on hold - 3 way conference call - Pause and resume call recording -

To set a Call Pick Up Group at Business level so everyone in the business can be added, from business level select ’Services'  in the left hand menu. If you just want to add a Call Pickup Group at a site level, select ’Sites’  and then select the site you require.  Once you're in the site, then select ' Services'. A business can have a number of Call Pickup Groups but each user can only be a member of one. Once you're in the Services section, press  'Add'  on the right hand side.  Then select BW-Call Pickup Group from the services list pop up box and press  'Add':- On the next screen, enter the name for this PickUp Group e.g. Accounts, and a description if required. Then scroll down and highlight the available users you want to add from the left hand box and press ‘ ADD’. Their

User Initiated Call Trace User initiated trace is the ability for a user to immediately report a poor quality call which is flagged within Uboss automatically.  Importantly, this now captures the traces for our support team to investigate the cause without having to ask the user to give us the details of the call. To activate the service following a poor quality call, the user should dial *57 Send/Dial .  They will then receive an audio recording saying “A trace has been performed on the last call”. The user should then immediately call the support team.

Go Integrator Cara can be downloaded here When the page is loaded, you will see a link to the latest version(which is recommended) or you can choose from an Archived Version(should you need an older version)

New CLoA Template LOA Geo and NGN November 2022 v2.docx Purpose, Ground Rules & Logistics A single CLoA template  which caters for both Geo & Non-Geo  Numbers including ALL order types (i.e .  Single, Multi-line, Multi-number) Provides Customer authority to initiate the port order Provides proof of ownership (i.e. legal right to port the numbers concerned) Provides authority (to the current provider) to share details associated with the current service, with the new (gaining) provider, if requested to do so. On receipt of a request for information from the GP, the LP is obliged to engage, as necessary, with the GP to ensure an accurate port order can be raised. Provides accurate details regarding the specific numbers to be ported. Provides Main Billing Number (MBN)  if customer can retrieve it from recent bill. Provides accurate post code details (Billing & Site-specific) to support any order validation checks

How to obtain the IP address from the handset: Press the wrench button your phone Scroll down to Phone Status Scroll down to IP&MAC Addresses Press Select Factory Default Login Credentials: Username: admin Password: 22222 To register your Aastra handset as a Generic SIP device, you will need to fill out the below fields with the following information: Screen Name - This will need to contain the name or extension number of the user Phone Number - This needs to contain the lineport of the user, without the domain Authentication Name - This needs to contain the SIP Username Password - This needs to contain the SIP Password Proxy Server - sbc.insmartcloud.com Proxy Port - 5060 Outbound Proxy Server - sbc.insmartcloud.com Outbound Proxy Port - 5060 Registrar Server - sbc.insmartcloud.com Registrar Port - 5060 AS-Feature-Event Subscription - Enabled Once the above steps have been saved by clicking "Save Settings", click Global SIP

If you assign a Webex package to a user in Uboss, and that user already has a free account in Webex, also known as a Webex Consumer account, the following steps are to be followed to convert that user to a full Uboss Webex user. If a user is in a pending state, then Uboss is unable to do any updates to the user until they have followed this process. Uboss will display the below error when you try and update a user in this state: Once the Webex package has been assigned to the user within Uboss, the user will receive an email like the below: The user will then need to click on the “delete you existing free Webex account” link in the email. Enter the email address for the user and press “Sign In” Enter the users Webex account password that they use for their free Webex

Requirements NOTE - this new service can be run alongside the Microsoft Teams Calling SIP Integration service. If you want to run both simply also assign this new HPBX service to the business. User Service The App Microsoft Teams Calling - HPBX service adds calling functionality to your Microsoft Teams Environment. Please tariff the Microsoft Teams Calling - HPBX service in the same way you would any other package. Business Service Next you need to ensure that you have added a tariff for the Microsoft Teams HPBX Business Service . This is a "zero charge" business service. If you are unsure how to do this, please follow the guide link in the User Service section above. Device You also need to add a tariff for the Teams HPBX Device , this is a "zero rate" device. Again, if you are unsure how to do this, please follow the guide link in the User Service section

ProMusic - Professionally recorded welcome messages, menu prompts and on-hold marketing. Your phone system is a key customer interface, but does it create a good impression? A great caller experience starts with professionally recorded welcome messages, menus, and music on hold, especially as callers to SMEs spend about 20% of the call time listening to them! ProMusic makes your phone system sound smart and engaging and is suitable for both on-hold and in-queue marketing. ProMusic provides so much more than just recordings! It includes all you need to turn ‘Music on Hold’ into a powerful ‘On-hold Marketing’ solution that will upsell your products and services and re-enforce brand values to your callers: 10,000+ inspirational on-hold marketing messages 300+ voice artists and text to speech characters to record your bespoke messages 50 languages and dialects 10 radio-quality playlists, regularly updated, to keep the caller

Number Porting FAQ What types of number ports are there? We can port “Single Line” which is typically an analogue line or “Multi Line” which is a DDI range.  We can also port Non-Geographic Numbers (NGNs) e.g. 0800, 0330, 0845, 0870 and International numbers. How long does number porting take? This depends on the port type, the range holder and the losing provider. In 50% of cases the range holder and losing provider is BT. In that case a Single Line port should take 5 working days and a Multi Line, with up to 100 numbers, should take 11 working days. Multi Line ports with a lot of numbers or different losing providers can lengthen the process. Also, should any information, such as the post code, be incorrect this will lengthen the port time  considerably. PLEASE NOTE  due to the complexity of porting  NGNs, we can't give

Commitment options can be created at the following levels. Platform Owner Distributor Reseller Commitments are based on existing packages and services.

If you need to return a faulty handset please download the RMA form here and attach it to your support ticket that you raise with our team.

The hostnames and IP addresses used by our services can be found in the download link below. This information can be referenced whilst you are configuring your firewall if you have a restrictive outbound policy. Network Configuration Guide Network Requirements RTP voice traffic must be presented from the same public IP as the SIP signalling traffic. Where sites have multiple internet links please use failover instead of load balancing. Phones must have a working DNS server. Network Recommendations The web UI of any phone should be disabled. If access is required then please ensure it is promptly disabled after using. SIP ALG should be disabled on any device performing network address translation (NAT). Phone should have private (RFC 1918) addresses and access the internet via a NAT device. Default credentials should always be changed. High risk or international calls should only be allowed if necessary. The NAT timeout should be

Call recordings can be deleted in two different ways. Automatically based on the retention period set by the user. Manually when viewing call logs. When viewing a user in Uboss go to Reports->Call Logs Select the filters which are required to find the call recording that you want to delete. You must ensure that Only show recorded calls is true. Find the call recording you want to delete and select it in the table. It is possible to delete multiple call recordings simultaneously by selecting more than one record in the table. Once you have made the relevant selections click the delete button at the top of the table. You will be prompted to type permanently delete to confirm that you would like to delete the call recordings. This is to ensure recordings are not deleted by mistake.

With the release of Mobile First and its use of eSIM technology we have taken the liberty of compiling the UK mobile handset manufacturers below and their relevant guides on how to add an eSIM to their associated device(s) Apple About eSIM on iPhone – Apple Support (UK) Google Pixel Set up an eSIM - Pixel Phone Help Motorola Motorola eSIM set up Nokia Nokia eSIM set up One Plus One Plus eSIM set up Samsung How to use an eSIM with your Galaxy phone | Samsung UK PLEASE NOTE: this is not a definitive list and some models may not be eSIM compatible. Please check that your device is eSIM compatible before order.

by month, complete line by line breakdown of invoice to Reseller (R) Service Summary Business – based on invoice, live snapshot of all charges including credits Service Summary Reseller – based on invoice, live snapshot of all charges including credits (R) Service/package/number snapshot – live snapshot showing all packages, services and numbers Unity Contact Centre Activity – Unity contact centre activity between set dates Webex Provision Check – available at business level only; emails a report which shows if users’ email addresses are available to use on Webex or if they already have this service assigned .      TICKETS Ticket Summary -  top level figures of ticket status between selected dates Ticket Transactions –  drill down into each ticket to view full information     ZEN BROADBAND Notifications –  Reseller level updates for Zen circuit orders  (R) 

Uboss - Mobile SIM Order Process - New Connections Process to activate a sim card held in stock The first step is to make sure the user has the SIM card in their possession. We do not recommend connecting SIM cards if they haven’t yet been delivered to the end user. Although you already have the SIM card you will still need to raise an order under the relevant business site. Go to Business->Site->Assignments->Device-Device Orders  and press   Complete the order as you would for any hardware i.e. complete the Purchase Order Number, Delivery Contact Email and Contact Phone Number. In the Delivery Contact Name please enter ****DO NOT DESPATCH – EXISTING STOCK SIMS****. 4.  Now select    to bring up the order details. From the drop down box select the SIM card required and enter the quantity required. Then add the tariff to be assigned and allocated SIM

Business Intelligence with Uboss Dashboard Widgets  Uboss Dashboard is a home screen for every user that can be configured with widgets to display information relevant to that user.  Each widget is a tile and can be clicked to drill into that part of Uboss for deeper analysis. For example, clicking on Call Volume Count will take you directly to the Call Volume report that you can toggle to the desired month. Available Widgets Users -  Displays the total count of the different types of users on platform Ticket Updates –  Provides a feed of the latest submitted tickets Call Volume Count –  Summary of call counts inbound and outbound for the proceeding 7 days Call Volume Minutes -  Summary of call minutes inbound and outbound for the proceeding 7 days Calls and Users Live Status –  Summary of Uboss Packet Analyzer showing live calls and device registrations on platform Charges –  Summary of charges over the

PLEASE NOTE Users will be able to access their own call recordings, Listening Groups enable businesses better comply with regulations and restrictions whereby calls can only be accessed and listened to by certain individuals. To be able to access call recordings of another User, a Listener must have access to Uboss at a Business or Site level with at least the Call Logs permission. A Listener with Site level access will only ever be able to listen to call recordings from Contributors from that same site. Creating a Listening Group At Business level, click settings on the left side menu and search for Listening Groups When clicked this page will show you all existing Listening Groups, to edit a group simply select this from the list, to create a new group click "Add". Give your Listening Group a name and description and then select your Listeners and Contributors moving your

Call Centre Basic Provides inbound call handling to a group/queue. A new instance is required for every inbound group/queue Entrance Message – optional message played before call is delivered to Agent (which is equivalent to a Pre-Alert Announcement on a Hunt Group) Call Distribution – Regular, Circular, Uniform, Simultaneous Weighted Distribution – Allows a % ration to be assigned to Agents that sit across multiple queues. Skills Based Routing workaround  Comfort message - Provides a repeatable message to callers. Overflow – Treatment based on queue size and wait time Night Service – requires Call Forward Selective service to be added to the call centre Max number of Agents - 1000  Max queue Length – 25  Call Centre Standard Includes all previous features from Call Centre Basic Includes Portal Stats – Uboss portal provides current and previous day inbound call stats Alert Thresholds – The ability to set a threshold alert based on different criteria's (requires Unity) Email