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by Mark Selck

14 May 2022

How to Use Framework IT Hosted VoIP User Web Portal

Cloud PBX combines the best in traditional phone system features with modern Internet Protocol (IP) capabilities. In this guide, you will learn how to make full use of the Framework IT Hosted VoIP User Web Portal. This powerful web portal can be used for managing voicemail, call routing, and more.

Contents

  1. Accessing the Portal
    1. Desktop Call Control
      1. Incoming Calls
      2. Active Calls
      3. Home
    2. Voicemail
      1. Messages
      2. Voicemail Settings
        1. Recording a Greeting
        2. Uploading a Greeting
        3. Recorded Name
    3. Answering Rules and Time Frames
      1. Time Frames
      2. Answering Rules
      3. Call Forward Drop-down Options
      4. Ring Timeout
      5. Allowing or Blocking Callers
    4. Contacts
      1. Filter and Search
      2. Add and Import Contacts
      3. Selecting Favorites
      4. Editing Contacts
    5. Phones
    6. Music On Hold
      1. Adding Music on Hold Files
      2. Playing an Introductory Greeting
    7. Call History
      1. Filtering the Call History
      2. Exporting the Call History Log
    8. Profile

Accessing the Portal

To access the web portal:
  1. Start a web browser.
  2. Go to Framework IT VoIP Portal
  3. At the login page (see Figure 2‑1):
  4. Click in the Login name field and type username@customerdomain, where customerdomain typically is the same as your email address domain. Please refer to your local administrator for this information.
  5. Click in the Password field and enter your user password. Your password is the same as your voice mail PIN code.
2-1 Login

Desktop Call Control

Desktop call controls appear when making or receiving a call. These controls allow you to see who is calling and manage a current call.

Incoming Calls

Incoming calls appear in a window in the portal similar to the one in Figure 2‑2. This window shows the caller ID name and number, along with Reject and Answer buttons.

  • Selecting Reject sends the call to voicemail if available. The Answer button may not be available, depending upon your handset model.
2-2 Incoming Call

Active Calls

Figure 2‑3 shows an active call window that displays the caller ID and call time. The three controls at the bottom of the window let you hold, hang up, or transfer the call. If you select transfer, a field appears for entering the extension of the recipient. If you prefix the recipient’s extension number with 03, the call goes straight to voicemail.

2-3 Active Call

Home

The Home page of your portal provides an at-a-glance view of everything going on with your extension. Table 2‑1 describes the areas on the Home page.

2-4 home page example

Field

Description

New Messages

Shows new messages. You can play messages, click to call back, download, save, and delete. To see all the controls, hover over the message.

Recent Call History

Color-coded icons show your recent calls.

·    Green icon = outbound call.

·    Red icon = missed inbound calls.

·    Blue icon = inbound received calls.

To call back a number, click the phone number.

Status Message

Allows you to enter a status message that appears to other users of the portal.

Active Answering Rule

Your extension can have multiple answering rules. For example, you might ring your phone in one mode or forward to your cell in another mode. In this field, you can which answering rule is the active rule.

Active Phones

Your extension may have multiple phones (for example, one in the office and one at home). This field shows which handsets are currently online.

 

Voicemail

You configure voicemail using the Messages page. This page has two tabs for handling voicemail:

  1. Messages — see “Messages” below.
  2. Settings — see “Voicemail Settings” on the next page.

To display the Messages page, click the Messages icon at the top of the page.

Messages

The Messages tab allows you to manage your new, saved, and deleted voicemail, as well as greetings and other settings.

2-5 message pageLike the Home page, you can play messages, click a number to call it back, and download, save, forward, and delete messages. To see all the controls available, hover the mouse pointer over a message.

The New drop-down list allows you to review New, Saved, and Trash (recently deleted) messages.

Voicemail Settings

Clicking the Settings tab displays options for controlling your voicemail order, timestamps, greetings, and voicemail to email.

Field

Description

Enable Voicemail check box

Enables (check) or disables (uncheck) voicemail.

Inbox

These options affect audio voicemail (calling in) but not the portal.

Sort Voicemail inbox by latest first = plays your newest messages first.·    Announce voicemail received time = plays the timestamp of the message.

Announce incoming call ID = plays the caller ID number if available.

Operator Forward = option to press 0 in a mailbox greeting and be directed elsewhere.

Greetings

Allows you to select an active voicemail greeting, listen to it, and record a new greeting.

To select the active voicemail greeting, click it from the pull-down menu and click Save.

Unified Messaging

Provides the following selections for adjusting your voicemail to email settings.

None = no email is sent when voicemail is left.

Send w/ hyperlink = a link to the voicemail is emailed to you.

Send w/ brief hyperlink = a link to the voicemail in plaintext is emailed to you.

Send w/ attachment (storage option) = an email is sent to you with the audio file of the message attached. The storage option allows you to leave messages in your inbox as new, move to saved, or move to trash.

Send w/ brief attachment (storage option) = an email is sent to you in plaintext with the audio file of the message attached. The storage option allows you to leave messages in your inbox as new, move to saved, or move to trash.

 

Recording a Greeting

  1. From the Settings tab of the Messages page, click the speaker icon. 
  2. 2-7 manage greetings page

    Next to New Greeting, click Record. (The Browse button changes to a Call me at field.)

  3. In the Call me at field, enter a number to call. This can be an extension or a telephone number such as your cell phone.
  4. In the Greeting name field, enter a name for this greeting.
  5. Click the Call
  6. At the prompt, record the new greeting. When you finish the greeting, press #.
  7. Click Add Greeting at the bottom of the Manage Greetings page, and then click Done to close the page.

Uploading a Greeting

  1. From the Settings tab of the Messages page, click the speaker icon.
  2. Hover over a greeting. Options appear for editing, deleting, or renaming the greeting.
  3. Next to New Greeting, click Upload.
  4. Click the Browse
  5. In the Choose File to Upload dialog box, select a WAV or MP3 recording from your PC, and then click Open.
  6. The path and file name appear in the Browse field. Click Upload.
  7. Click Add Greeting at the bottom of the Manage Greetings page, and then click Done to close the page.

Recorded Name

If your company has a dial-by-name directory, you must record your name for the directory to be found. You can click the play button to listen to your current name recording on your PC, or click the speaker button to record or upload a new name recording.

Answering Rules and Time Frames

Though Answering Rules and Time Frames are separate tabs, they are so interconnected that describing them together makes sense.

Time Frames

Time frames allow you to control the scheduling of the system. You configure time frames using the Time Frames page. To display this page, click the Time Frames icon at the top of the page.

Three common time frames are:

  1. Open Hours (for example, M-F 9am-5pm)
  2. Holidays (Independence Day, Thanksgiving, New Year’s, and so on)
  3. Closed Hours (all other times)

Time frames can be both shared (system-wide and set by the administrator) or personal to your extension. You can add a time frame to your extension by clicking Add Time Frame.

  1. From the Time Frames page, click Add Time Frame.
    2-8 add timeframe
  2. In the Name field, enter a name for this time frame.
  3. Next to When select the time period when the time frame will be applied:
    1. Always = select this option if the time frame will always be applied. Click Save to complete the procedure.
    2. Days of the week and times = select this option to select days and times when the time frame will be applied. Proceed to “If you select Days of the week and times” on page 24.
    3. Specific dates or ranges = select this option to specify a specific date or range of dates.

Answering Rules

After you set up your time frames, you can create different answering rules for your time frames. You configure answering rules using the Answering Rules page. To display this page, click the Answering Rules icon at the top of the page. 

The left side of the Answering page has a Rings for n seconds drop-down list that allows you to specify the maximum ring time (one ring is generally 5 seconds). When that time expires, the caller will be forwarded to the Call Forward When Unanswered rule if defined; otherwise, the caller will be forwarded to voicemail if enabled. The right side of the Answering Rules page has buttons for adding answering rules and specifying allowed and blocked numbers.

  1. The extension has a rule to simultaneously ring many desk phones during Open Hours.
  2. Cell Forward rings many desk phones and a cell phone simultaneously.
  3. Holiday and closed hour rules go straight to voicemail.

Field

Description

Time Frame

Select the time frame when this answering rule will apply.

Do not disturb

No phone rings, goes straight to voicemail if available.

Call screening

Prompts caller to say their name, lets you screen the call before accepting.

Call Forwarding Always

Immediately forwards to the number specified. See “Call Forward Drop-down Options” below.

Call Forwarding On Active

Forward calls to the number specified when you have one or more calls active. See “Call Forward Drop-down Options” below.

Call Forwarding When Busy

Forwards calls to the number specified when your extension has used all available call paths. See “Call Forward Drop-down Options” below.

Call Forwarding When Unanswered

Forwards calls to the number specified if the call is not answered after the specified ring timeout. See “Call Forward Drop-down Options” below.

Call Forwarding When Offline

Automatically forwards if your desk phone loses communication (such as during a power outage). See “Call Forward Drop-down Options” below.

Simultaneous ring

Rings many phones at once. Check box options allow you to:

·    Include the user’s extension.

·    Ring all your user’s phones.

·    Use the option “Answer confirmation for offnet numbers” to ensure that a person — and not voicemail — answers simrings to a cell/landline by prompting the answering party to press 1 to accept the call. An icon to the right of this option allows you to specify a ring delay.

Note: A simring rings handsets, not users. So, for example, if 111 is listed, the simring will ring handset 111. If user 111 has a call forward set to their cell, however, the simring will not occur at the cell since simring rings handsets, not users.

Just ring user’s extension

Rings just your phone.

Call Forward Drop-down Options

When entering an extension as a call forward option, a drop-down list allows you to forward the call to specific resources associated with that extension. Some options may not appear, depending on the features associated with the extension.

Field

Description

Handset

Bypasses the user answering rules and forwards to the handset associated with the specified user.

User

Forwards to the user at that extension and follows the user’s answering rules.

Voicemail

Forwards to voicemail at the specified extension.

Queue

Forwards to the queue associated with that user.

Autoattendant

Forwards to the auto attendant associated with that user.

Conference

Forwards to a Conference bridge

Ring Timeout

At the top of the page is the ring timeout selection. This option specifies the number of seconds that your phones will ring or forwarding rule before going to voicemail (when available).

Allowing or Blocking Callers

The Answering Rules page has an Allow/Block button that allows you to permit or block calls from certain numbers. Using this feature, you can block unwanted calls to your phone, as well as calls from anonymous and unwanted numbers. Allowed numbers bypass user Do Not Disturb and Call Screening rules to ring through immediately.

  1. From the Answering Rules page, click Allow/Block.
  2. To allow phone numbers, perform the following steps under ALLOWED NUMBERS:
    1. Click in the Enter a number
    2. Enter the number you want to allow.
    3. Click the + the number appears in the ALLOWED NUMBERS list and a brief message tells you the allowed number was added.
    4. To add more numbers, repeat step 2.
    5. To remove a number, click the X button next to that number.
  3. To block phone numbers, perform the following steps under BLOCKED NUMBERS:
    1. Click in the Enter a number
    2. Enter the number you want to block.
    3. Click the + The number appears in the BLOCKED NUMBERS list and a brief message tells you the blocked number was added.
    4. To add more numbers, repeat step 3.
    5. To remove a number, click the X button next to that number.
  4. To block anonymous calls and calls from unknown numbers, check Block anonymous or unknown.
  5. When you are finished, click Done.

Contacts

By default, contacts contain all the extensions on your system. However, you can add contacts to enable easier access to everyone you need to reach.

You configure contacts using the Contacts page.

Picture12

Filter and Search

The All pull-down list allows you to search contacts by group. Using this list, you can select groups to search such as Favorites, Departments, Available, Busy, and more. Selecting a group filters the contacts on the page to show only the ones located in the group selected.

The Enter a name or extension field below the drop-down list allows you to search by contact name or extension. Entering a name or extension in this field filters the contacts on the page to show only the ones that match your entry. Click the X in this field to delete your entry and redisplay all contacts.

Add and Import Contacts

The Add Contact button allows you to add a contact one at a time. These are for external contacts only. Your contact list will automatically update with your internal extensions.

Import will allow you to select a file from your PC, the import can accept CSVs from Microsoft Outlook and Gmail as well as vCards.

Adding a Contact

  1. From the Contacts page, click Add Contact.
  2. Complete the fields in the Add Contact page (see Table 2‑5).
  3. Click Save.

add contact

Importing Contacts

  1. From the Contacts page, click Import.
    import contact
  2. Click Browse
  3. In the Choose File to Upload dialog box, go to the location where the file you want to import is located. Click the file, and then click Open.
  4. Click Import.

Selecting Favorites

When hovering over a contact, a light gray star appears next to the contact name. Clicking the star selects the contact as a favorite and changes the color of the star to yellow.

Editing Contacts

When hovering over a contact you’ll see an edit button on the far right, click that button to edit the contact.

Phones

The Phones page allows you to manage your phones. To display the Phones page, click the Phones icon at the top of the page:

Each row shows a phone that has been added to the system, along with:

  1. Whether the phone is registered.
  2. The phone name and device type. The hyperlink below the Name column allows you to edit the phone information. You can also edit or delete phones using icons on the right side of the row.
  3. The phone’s IP address, MAC address, and line number on the phone are associated with your extension.

Clicking the Refresh button updates the information shown on the page.

The page has an Add Phone button that adds phones to your system. This task usually is performed by administrators and is not described in this guide.

Music On Hold

Music on Hold allows you to specify personal music on hold for your extension. You configure music on hold files using the Music On Hold page. To display this page, click the Music on Hold icon at the top of the page

The Add Music button allows you to add music on hold files. When you add music on hold files, the file name appears on the Music On Hold page, along with the duration and file size. The Settings button allows you to play an introductory greeting.

If you hover over a file you can see options to play the file, download the file, edit the name, or delete the file. If multiple files are uploaded you can rearrange them using the arrows at the left of the page.

music on hold

Adding Music on Hold Files

  1. From the Music On Hold page, click Add Music.
    Add Music
  2. Click the Browse
  3. In the Choose File to Upload dialog box, go to the location where the file you want to import is located. Click the file, and then click Open.
    NOTE: The music file must be in MP3 or WAV format and must be properly licensed.
  4. In the Song Name field, enter a name for the song.
  5. Click Upload.

Playing an Introductory Greeting

  1. From the Music On Hold page, click Settings
  2. Check Play introductory greeting.
  3. Click Save.

Call History

The Call History page shows a log of all your extensions calls. It also provides tools to filter and export data.

The left side uses color-coded icons to represent call status:

  1. Green = outbound calls
  2. Blue = inbound received calls
  3. Red = missed calls

Moving your screen pointer over an icon displays a tooltip with the call status. For example:

inbound callmissed call

You can click a number in the Number column dial back the number. Clicking the Refresh button updates the information shown on the page.

To display the Call History page, click the Call History icon at the top of the page.

The following figure shows an example of the Call History page. The sections following the figure describe the Filters and Export buttons.

Call History PAge

 

Filtering the Call History

The Filters button allows you to filter the information displayed in the Call History page, so you can view only the information that interests you.

  1. From the Call History page, click Filters.
    call history filters
  2. Complete the fields in the Add Contact page.
  3. Click Set Filters.

Exporting the Call History Log

  1. From the Call History page, click Export.
  2. After downloading the log, you can open it using Microsoft Excel, Google Docs, and other spreadsheet applications.

Profile

Clicking the Profile link at the top-right of the page displays the Profile page. From this page, you can configure the settings below.

 

Field

Description

First Name

The first name and last name will be shown in contacts and used in the dial by name directory.

Last Name

Timezone

Your local time zone.

Email Address(es)

Address used for email, password resets, etc. To add email addresses, click the button to add fields for entering more email addresses.

Record User’s Calls

Select whether the calls for this user will be recorded (Yes) or not recorded (No).

Directory Options

Enables or disables announce in auto directory and list in directory features.

Announce in Audio directory = check to include the user in the dial-by-name directory.

List in Directory = check to add user to the internal extensions list (contacts).

Caller ID Information

 

                Area Code

Local area code for 7 digit dialing associated with the user.

                Caller ID

For outbound calls, this is the number that recipients will see.

            911 Caller ID

For calls to 911, this is the e911-enabled number the 911 agent will see.

Change Password

 

         New Password

Password for voicemail and the portal. Avoid using common codes like 0000 or 1234. For security, each typed password character is masked by a dot.

Please keep this number secure. We will never call you to request your passcode.

 

Do you have more questions on VoIP? Click here to learn more about VoIP at Framework IT.