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

IQ ROAMING ZONES: Zone 1 : Austria, Azores, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Canary Islands, Denmark, Estonia, Finland, France, French Guyana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Mayotte, Monaco, Netherlands, Norway, Poland, Portugal, Reunion Islands, Romania, San Marino, Saint Martin (French), Saint Barthelemy, Slovakia, Slovenia, Spain, Sweden, Switzerland and Vatican City (Italy) Zone 2 : Aland Islands, Ceuta and Melilla, USA Zone 3 : Australia, Canada, China, Israel Zone 4 : Anguilla, Antigua and Barbuda, Barbados, Brazil, Cayman Islands, Colombia, Côte D'Ivoire, Cyprus (Turkish), Egypt, Grenada, India, Madagascar, Malaysia, Moldova, Philippines, Saint Lucia, Saint Vincent and the Grenadines, Senegal, Singapore, Thailand, Turkey, Turks and Caicos Islands Zone 5 : Albania, Andorra, Botswana, Congo (DR), Greenland, Indonesia, Korea (South), Mexico, Pakistan, South Africa, Sri Lanka, Uganda, Zambia Zone 6 : Abkhazia, Afghanistan, American Samoa, Antarctica, Argentina, Armenia, Aruba, Ascension Island, Bahamas

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here When the page is loaded, you will see a link to the latest version(which is recommended) or you can choose from an Archived Version(should you need an older version)

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

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

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

Hunt Groups are a simple method of delivering calls to a group of people within a company.  As such, Uboss does not have specific Hunt Group reports but the following guide details how to download and interrogate the call data.  If full reporting is required then Contact Centre or Akixi  would be better options - please speak to your Account Manager. To set up a scheduled report to view Hunt Group calls, from business level, go to Reports in the left hand menu and then select Scheduled Reports. Press Add on the right hand side and on the next screen, using the drop down box, select Report Type 'Call Logger Standard'.  Name your report and decide the period you want to see data on e.g. Daily, Weekly, Monthly and then select how often you want the report emailed to you.  Select a start date and an end date if required

There are 4 different user types in Uboss. This is set on the main profile page of the user. Hosted A hosted user has access to all services available in Uboss and is a fully featured VoIP user. SIP A SIP user has VoIP services however this user is associated with a trunk group via the pilot user. General A general user does not have access to primary or secondary packages. This type of user is typically used when a user requires administrative access to the Uboss platform but does not require any packages or services. Mobile Only A mobile only user does not have any VoIP services but does have a mobile SIM assigned to them. It is not possible to add a mobile only user during the add user wizard. To add a mobile only user first create a "General" user which can then be transitioned to "Mobile

To enable Multi-Factor Authentication(MFA) for a Hosted, SIP, Mobile Only or General Uboss user, please watch the video below:

When handling eSIMs in Uboss you will notice the eSIM status field as shown below: The most common states are: RELEASED : the eSIM has been released for download and has an activation code, but has not been installed to a device INSTALLED - ENABLED : the eSIM is installed in a device, and is enabled for service INSTALLED - DISABLED : the eSIM is installed in a device, and is disabled for service The other states for the eSIMs are often not seen because they are only in the them very briefly or in the unlikely event something may have gone wrong: UNUSED : the ICCID currently has no reportable eSIM status. ALLOCATED : the ICCID has been made available for eSIM download, awaiting confirmation CONFIRMED : the ICCID has been confirmed available for eSIM download, awaiting release START_DOWNLOAD : a device has initiated the download of the eSIM DOWNLOADED : the eSIM is in the process of

1. Can you dial someone by name A. yes however the call will be a direct teams to teams call. If you want to ring them on a SIP device away from Teams you must dial their extension or DDI. 2. Can Teams import the company directory from Uboss? A. No this is not possible. A common request is for Microsoft to offer a company or corporate directory for extenal contacts but it is not something they have offered so far. 3. Are any additional licenses required for initial setup of the Teams calling integration? A. Yes. As per the setup guides, 2 of the following licenses are required for initial setup/synchronisation between C2T and Microsoft Teams Microsoft 365 Business Basic or equivalent Business Licenses Microsoft E3 or E5 licenses Microsoft Teams Phone Standard 4. Which Microsoft Licenses are required for calling? A. Microsoft Teams Phone Standard without Calling

Ordering Hardware Handsets and accessories need to be ordered at site level. At business level, select ' Sites ’ and then choose the site you are ordering hardware for.  NB any handset you wish to order must be priced in your customer's tariff otherwise it won't be available to order.   You will now be taken to the Business site (Head Office in this example) and from the left-hand menu select ‘ Device s’  Then select the 'Orders' tab. Then press on the far right hand side. Input the ‘ Purchase Order Number ’, ‘Delivery Contact Name’ (this will appear on the delivery address), ‘Delivery Contact Email ( will receive updates – can be your own email address) and ‘ Contact Phone Number’  in the top section.  If you wish the goods to go to a different delivery address than the one that auto populates, please complete the details by overtyping the existing address. Then under

Introduction The purpose of this document is to demonstrate the various report styles and functions across all Akixi service levels - as well as the Akixi mobile application. Akixi wallboards are available across all service levels and provide a highly visual real-time overview of your team’s performance against business KPIs. Akixi Report Matrix Please find below a table summarising the different report styles available within the Akixi Service: Essentials Professional Agent Supervisor Standard Supervisor Enhanced Historic Call List Read Only Read Only Read Only Dashboard View Read Only Read Only Extension List* Read Only Read Only Active Call/Contact List** Read Only Read Only Unreturned Lost Calls* Read Only Read Only Call/Contact Items By Half Hour Interval* Call/Contact Items By Day/Week/Month Call/Contact Items By Telephone No/ID Call/Contact Items By DDI/ID Wallboard* Hunt Group List* External Content Via URL ACD Agent List

A Wavstream Queue gives you the ability to create a ProMusic playlist with messages that can be assigned to a call centre queue and played to callers. The advantage to a Wavstream Queue is that if a CC queue has wait time messages or any other messages then the Wavstream will continue from where it left off after being interrupted. Step 1 Firstly create any prompts required to be played. To do this login to the ProMusic portal,https://pv-site.com/Identity/Account/Login, https://pv-site.com/Identity/Account/Login , and then go to "On Hold & In Queue" on the left hand menu: Step 2 Click on the "My Messages" button on the right: Step 3 Click on the "Order Bespoke Message" button on the right: Step 4 Complete the following: - Give the prompt a meaningful name. Enter the text of the prompt Choose the recording type. From

To restrict specific numbers from dialling into your organisation, you can configure the Blocked Calls setting in Uboss. At business level, select Settings in the left hand menu. On the next screen, select Blocked Calls. Press the ‘Add’ button and on the next screen enter the number to block. Give it a name (this can just be the number itself if preferred). Enter the telephone number either in UK human format as below or international format e.g. +441234567890. Decide whether you want to allow inbound or outbound calls and then press Save. There may be instances where inbound calls should be permitted but outbound calls to a specific number or number range should be restricted. For example, you may wish to prevent users from dialling premium-rate numbers starting with "09". Using the asterisk (*) as a wildcard, you can configure a rule that blocks all outbound calls to numbers

SETTING CALL FORWARDS At business level, select ‘Users’ From the right hand screen select the user you wish to configure. Now select ’Service Configuration’ . You will now see all the services for the selected user. A green button means the service is active; red means the service is inactive. Select the type of call forwarding you wish to change. The next screen allows you to enter the telephone number that calls should be forwarded to and you need to check the ‘Enable’  box to activate that service. (If you want to deactivate a service just uncheck the ‘Enable’  box).  You can also set a deactivation time - click on the calendar on the right hand side of the option and select your date. NB If you forward your calls to an external number, you will pick up the cost of the diverted call. Press SAVE  and the service is active immediately

devices altogether if you wish. Preferred devices can also include your mobile phone and Microsoft Teams. Missed Call support A pop-up window will show on the screen when a call has been missed. Multiple options are available from this including call back, pop contact and add contact. Cloud Contacts Cara can easily store a new contact as a private or shared contact with co-workers. It is also a very effective way to share and add a contact to the disparate contact management systems within a company. This process begins by adding a contact to the Personal Contact list, then selecting the Integrated Business (CRM) Application/s the user wants the contact stored in. This feature is not available as standard so please check with your service provider if they provide this. Configuration Cara configuration is accessed through the AppBar (left) or the System Tray Menu (right).