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Get started with Cloud Phone

Your Cloud Phone solution has been installed and you’ll need to know some basics.

This document will run through how to get started with using Cloud Phone solution. It will cover the

following:

Contents

Get started with Cloud Phone ....................................................................................................................... 2

Overview ...................................................................................................................................................... 3

Users and administrators .......................................................................................................................... 3

Before you start using Cloud Phone .......................................................................................................... 3

Getting help with using Cloud Phone ........................................................................................................ 3

Desktop IP Phones ....................................................................................................................................... 4

Basic Phone use ....................................................................................................................................... 4

Video guides ............................................................................................................................................. 5

Quick start guides and data sheets ........................................................................................................... 6

Cordless IP DECT Phones ........................................................................................................................ 6

Voicemail Access from a cordless phone .................................................................................................. 8

Voicemail ...................................................................................................................................................... 9

Access and set up your voicemail ............................................................................................................. 9

Retrieve voicemail messages .................................................................................................................... 9

Handy hints ............................................................................................................................................. 10

Group Voicemail ..................................................................................................................................... 10

Administration and User Portals ................................................................................................................. 11

Administration portal ............................................................................................................................... 11

User portal (also known as MyPhone Next portal) ................................................................................... 13

Use voicemail in the user portal .............................................................................................................. 14

Mobile and Desktop applications ................................................................................................................ 16

Overview ................................................................................................................................................. 16

Download and sign in to the apps ........................................................................................................... 16

Use the features of the Cloud Phone app ................................................................................................ 16

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Overview

Users and administrators There are two main roles when using Cloud Phone:

1. A user is everyone with a Cloud Phone profile receiving and making calls.

2. An administrator is a user with additional access to make changes to site features and other users’

settings.

Users

Users will have access to a user portal where they can change or reset their password for all their Cloud

Phone apps. In the user portal they can also manage their call settings and other features.

Users will have at least one or maybe all of the below:

• Desktop IP phone

• Desktop app

• Mobile app

• Tablet app

Administrators

Administrators manage your business’s site services and users. They’ll do this in the Cloud Phone admin

portal.

Before you start using Cloud Phone Before you start exploring all the things that Cloud Phone can do, start with the following:

• If you haven’t already, change your password

• Set up your voicemail

Getting help with using Cloud Phone The information in this guide is a basic overview to get you started. Find information about how to use the

Cloud Phone portals, apps and phones online.

spark.co.nz/cphelp

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Desktop IP Phones

Basic Phone use Placing Calls

To place a call:

• Pick up the handset and dial the number.

• If a headset is connected to your device, press the headset button and dial the number to place the

call.

Answering Calls

To answer an incoming call:

• Pick up the handset. You can also press the Answer softkey button or the Speakerphone button.

Call Hold

To place an active call on hold:

• Press the Hold button or the Hold softkey.

Resume Call that was Placed on Hold

To retrieve a call that’s been placed on hold, either:

• Press the Resume softkey button or press the line button where the call is being held. This is

indicated by the red flashing light.

Three-Way Calling

To initiate a three-way call, while on an active call:

• Press the Conference button.

• Enter the desired extension or phone number.

• Press the Call softkey. When the number called answers, press Conference again to connect the

three-way call.

End a Three-Way Call

To end a three-way call, hang up the phone or press the End Call softkey.

Blind/Cold Transfer

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To transfer a call to another person without talking to them privately about the caller beforehand.

While on an active call:

• Press the More softkey,

• then press the Blind Transfer softkey.

• Enter the phone number and press the Call softkey to complete the transfer.

Consulted/Warm Transfer

To talk privately about a call before transferring:

• While on an active call, press the Transfer button or Transfer softkey.

• Enter the phone number and press the Call softkey. The first call will be automatically placed on

hold and the destination party’s phone will ring.

• When the destination party answers, you can talk privately about the call before transferring.

To complete the transfer, press the Transfer button or Transfer softkey again.

Video guides See helpful short video clips to show you how to use your phone’s functions.

Cisco

I want to… Cisco 7841 or 7832 Cisco 8861

Make a call https://supportcenter.broadsoft.com/cisco-7841-placing-calls/

https://supportcenter.broadsoft.com/cisco-8861-placing-calls

Answer a call https://supportcenter.broadsoft.com/cisco-7841-answering-calls/

https://supportcenter.broadsoft.com/cisco-8861-answering-calls/

Transfer a call https://supportcenter.broadsoft.com/cisco-7841-blind-cold-transfer/

https://supportcenter.broadsoft.com/cisco-8861-blind-cold-transfer/

Place a call on hold https://supportcenter.broadsoft.com/cisco-7841-call-hold/

https://supportcenter.broadsoft.com/cisco-8861-callhold/

Set up or check voicemail https://supportcenter.broadsoft.com/setting-up-accessing-your-voicemail/

https://supportcenter.broadsoft.com/setting-up-accessing-your-voicemail/

Yealink

I want to… Video Use the features of my T41S or T42S

https://www.youtube.com/playlist?list=PLftovb7YXiqWGfjYwh_0B3NJuKjkr1z7b

Use the features of my T46S https://www.youtube.com/playlist?list=PLftovb7YXiqU4cSkRDcMeclKOA8VElwfa

Use the features of my DECT phone

https://www.youtube.com/playlist?list=PLftovb7YXiqUz9YMEW5XDg--5pnOyYFnx

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Quick start guides and data sheets

Cisco quick start guides

Cisco 7841: https://callinghelp.cisco.com/wp-content/uploads/2019/05/Cisco-IP-Phone-7800-Series-Multiplatform-Phones-Quick-Start-Guide.pdf

Cisco 8861: https://callinghelp.cisco.com/wp-content/uploads/2019/05/Cisco-IP-Phone-8800-Series-Multiplatform-Phones-Quick-Start-Guide_0.pdf

Cisco 7832: https://callinghelp.cisco.com/wp-content/uploads/2019/05/Cisco-IP-Phone-7832-Series-Conference-Phone-Quick-Start-Guide.pdf

Yealink data sheets

Yealink T41S: https://www.yealink.com/upfiles/products/datasheet/Yealink-SIP-T41S-Datasheet.pdf Yealink T42S: https://www.yealink.com/upfiles/products/datasheet/Yealink-SIP-T42S-Datasheet.pdf Yealink T46S: https://www.yealink.com/upfiles/products/datasheet/Yealink-SIP-T46S-Datasheet.pdf

Cordless IP DECT Phones To adjust ring volume

While the phone is in the idle state, use the left and right arrows on the navigation pad to decrease or

increase the volume. Press the Save key when satisfied with the volume. While on a call you can adjust the

volume in the same way.

How to add numbers to the directory

Press OK then up arrow then OK. Arrow to the people icon and press OK.

.

Press Options. Ensure New Contact is highlighted and press OK. • Enter the Name • Enter the number(s) – you have Office, Mobile and Other • Press Save

TIP: To access the Directory when the phone is in the idle state you can just press the Down

Navigation Key.

The Soft Keys

When the phone is idle you will see and be able to access the call history and the line information of the phone (SCA). These buttons can be changed under settings; press OK then up arrow then OK and select Shortcut. The soft key options will change depending on the phone state. For example, when in a call.

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The right-hand soft key will say Options.

If we press Options we will see what we can do.

The most common uses are Transfer, Hold, Conference or Directory.

Transfer

• Select Transfer, press OK then dial the number you wish to transfer the call to.

• If you wish to do an announced transfer, press the green call button on the handset and wait until

the called party answers and announce the call to them then press transfer.

• If you wish to do a blind transfer, press transfer (soft key).

Hold

• Select Hold and press OK. The caller will hear music.

• Press Resume to go back to the caller.

Conference

• Select Conference and press OK. The first caller will hear music.

• Dial the second party to be added to the call, press the green call button and wait until they answer.

• Press Conference (soft key).

• To end the call press End (soft key).

Directory

• To transfer to a directory entry, select directory, arrow down to the entry you require and press call.

• When the second call is showing on the display you can wait and announce the call or do a blind

transfer.

• Once you are ready to transfer press Options and Call transfer and press OK.

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Voicemail Access from a cordless phone

Access voicemail

Press the Voicemail button on the phone. Then arrow down to the Voicemail

portal.

You will see a screen called Messages & Calls. Missed Calls will be highlighted.

Arrow down to the site and press Select.

Press the Voicemail button (looks like an envelope)

.

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Voicemail

Access and set up your voicemail You will have been sent a number of emails. One of these will have the initial password for your voicemail.

It’ll be a 4-digit code. Ensure that you have this information available before proceeding.

Note: If you’re unsure of what to do next, just listen to the voicemail prompts and follow them.

1. Access your voicemail.

a. From a desktop phone: Press the message key (this looks like an envelope). It’s easier to

leave the phone on hands free at this point.

b. From the Cloud Phone apps: Dial the voicemail portal either using the provided number or

by holding down the 1 button on the dial pad within the Cloud Phone app. 2. When prompted, enter the initial PIN number (the 4-digit code).

3. You will be prompted to change the PIN. It can’t be a simple password like 1234 or 8888. 4. Enter the new PIN followed by #. 5. Re-enter the new PIN followed by #.

6. You will now be asked to say your name. Pick up the handset and ask the user to say their name

after the beep, then press # as soon as they have said it. 7. You can press 2 to hear it played back. If you want to re-record it, press 1.

8. Press * to go back to the previous menu.

You’ll only need to do the above steps once.

1. To access the voicemail mailbox press 1.

2. Once in the voicemail mailbox you can play your messages and set up the greetings if required.

Note: If there’s no greeting set up, the system will play the user's recorded name followed by a generic

greeting. If a personalised greeting is required, write it down before starting to record as you’ll need to

record it twice; once for busy and once for no answer.

3. Listen to the prompts to choose the options.

Retrieve voicemail messages When a voicemail is received there’ll be a large notification on the desktop phone screen and a small

voicemail indicator at the top right of the screen. You can listen to this by pressing connect, or later via the

message button.

Retrieve a voicemail message

1. Access voicemail by either pressing the Message Key or Connect in the bigger alert window, or dial

a voice portal number you’ve been provided.

2. Enter the PIN followed by #.

3. Press 1 to access voicemail.

4. Press 1 to listen to the voicemail. The envelope which contains the time of the message will play,

followed by the message.

5. To save the message press #.

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6. To delete the message press 7.

You can also retrieve your voicemail messages via Cloud Phone apps.

Handy hints Once you have set up your new PIN and mailbox name, each time you access voicemail from then on you’ll

hear: “To access your voice mailbox press 1. To access the greetings menu press 3.”

The greetings menu is actually your mailbox name, not your personalised mailbox greeting.

To change your personalised mailbox greeting, press 1 to access your voice mailbox. You’ll have an

option to change your personalised greetings from there.

Group Voicemail

To set up the options in the Group Voicemail: 1. Sign in to the admin portal. 2. Select Users from the left menu. 3. Select the Group Voicemail. 4. Select Edit from the dropdown menu on the

right. 5. Select Voicemail. 6. Tick the Email a copy of message to box. 7. Enter the email address to send them to. 8. Select Use External MailBox from the

Message Storage drop-down. 9. Enter the desired email address. 10. Click Save.

Note: It’s important to follow these instructions exactly. If some of the steps are missed out, you could find your messages either needing to be manually deleted, or being automatically deleted from the platform.

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Administration and User Portals

This section will show you how to:

• Access the administration and user portals

• Change usernames and passwords

• Set up and check voicemail in the user portal

Administration portal The URL for the admin portal is provided in your welcome email. https://cloudphone.spark.co.nz/rep

You’ll receive two separate emails containing your username and temporary password.

Sign in to the admin portal

• Enter your username and temporary password supplied to you and click Sign In

• A pop up will appear prompting you to set a permanent password. You’ll be prompted to change your password every 90 days.

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Change Admin password

Watch the video

• Click on the larger down arrow next to your name at the top right of the screen.

• Select login details.

• Click on Change Username and Password.

• Enter the current password.

• Then enter your new password (twice).

• Click Save. Note: The Password must be between 10 to 20 characters long and include at least one uppercase letter, one lowercase letter, one number and one of these special characters: !"#$%&'()*+,-./:;<=>?@[]\^`{}|~ If you have forgotten your password:

• Open the administration portal.

• Select the Forgot Password link.

• Enter your username.

• Select OK.

• You'll receive an email with your temporary password. If you haven't received it within 10 minutes, check your junk folder.

Reset a user’s password, voicemail password, User ID or email

Watch the Change and reset password video

• Select Users from the left menu.

• Navigate to the user you want to reset the password for.

• Click on the Actions drop-down.

To reset the user's voicemail PIN (approximately 1 min into the video):

• From the Actions dropdown, select Reset Voicemail PIN.

To change the username and/or the email address the new password is sent to (approximately 1.14 mins into the video):

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• From the Actions drop down select Edit.

• Change the required information on the user information page. Note: you can also reset their password from this page.

To reset the user's portal and apps password (approximately 1:30 mins into the video):

• From the Actions dropdown select Reset Password.

It will take around 5 minutes for the user to receive an email advising them of their new temporary password.

User portal (also known as MyPhone Next portal) The User portal gives each user their own individual access to manage some of the features of their phone.

The URL is provided in your welcome email. https://cloudphone.spark.co.nz/myphonenext/

The user will receive two separate emails containing their username and temporary password.

Access and sign in to the User Portal

• Open the user portal

• Enter your username. This will be in an email you received.

• Enter your password. If you're signing in for the first time, you'll receive a separate email with your temporary password.

• Select Sign In.

Change your Password

• Sign into the user portal

• Select the drop-down arrow next to your name in the top right corner.

• Select Account Settings.

• Select Change Password.

• Follow the prompts.

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Note: The Password must be between 10 to 20 characters long and include at least one uppercase letter,

one lowercase letter, one number and one of these special characters: !"#$%&'()*+,-./:;<=>?@[]\^`{}|~

If you have forgotten your password:

• Open the user portal

• Enter your username. If you don't know what it is, select the Forgot Username link.

• Select the Forgot Password link.

• Follow the prompts to reset your password.

• You'll receive an email with your temporary password. If you haven't received it within 10 minutes,

check your junk folder.

Use voicemail in the user portal You can see and play your voicemail messages, download them or delete them in the portal.

• Sign into the user portal.

• Select Voicemail from the left menu.

Watch the video for help with listening to, deleting and configuring your voicemail.

Listen to and delete messages

• Select Voicemail from the left menu.

• Your voicemail messages are listed.

• Select the arrow to the left of the voicemail message.

• Select Play to listen to the message.

• Select Mark as Unplayed to make it appear like a new message again.

• Select Download to save the message to your computer.

• Select the trash icon to the right of the message to delete it.

• Select the More Options drop-down to perform actions on all your messages.

Enable or disable voicemail

• Select the Voicemail toggle to turn voicemail on or off.

• Select the checkboxes as required:

1. Send all calls to voicemail

2. When busy, send calls to voicemail

3. Send unanswered calls to voicemail

4. Select Save.

Greetings

• Select the number of rings before callers will hear the greeting.

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• Select a greeting to play when the phone is busy:

• System. This is the default greeting.

• Personal. Then select a pre-recorded .wav file and upload it as your greeting.

• Select a greeting to play when the phone's unanswered:

• System. This is the default greeting.

• Custom. Then select a pre-recorded .wav file and upload it as your greeting.

• Select Save.

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Mobile and Desktop applications

Overview The Cloud Phone mobile, tablet and desktop apps let you use services like calling, video, chat and status

(or presence). You can use the Mobile app on any supported Apple or Android device. Once you’ve

downloaded the Cloud Phone app, you can sign in and start navigating.

Note: You'll need to update your password in your user portal before you log in for the first time.

Download and sign in to the apps Download the Cloud Phone mobile app

Download the app for Apple (iOS) devices from the App Store

Download the app for Android devices from Google Play

Download the Cloud Phone tablet app

Download the app for Apple tablets from the App store

Download the app for Android tablets from Google Play

Download the Cloud Phone desktop app

Follow the prompts to complete the easy installation

Download the app for Mac

Download the app for Windows

Sign in

1. Open the app on your mobile, tablet or desktop.

2. Enter your Cloud Phone username and password (this will be the same username and password

you use to access the user portal).

3. Select Sign in.

Use the features of the Cloud Phone app

See Cloud Phone app user guide for Android

See Cloud Phone app user guide for iOS

Dial a number

1. Select the dial pad from the left menu.

2. Enter the number you want to call.

3. Select the icon for the type of call you'd like to make.

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Call a contact

1. Select Contacts form the left menu (Enterprise, Favourite or Group).

2. Type in at least three letters of the contact name in the search field. The available contacts will

appear.

3. Click on the required contact and select Call or Chat (if the chat option is available for you).

4. You can add the contact to your app contact list or subscribe to see their contact status (if the

presence option is available for you).

Answer an incoming call

1. You can either:

a. Select the purple phone button on the incoming call pop-up

b. Select the purple handset on the home page

2. To reject the call, select Decline or the red handset button.

End a call

Select the red phone icon to end the call.

Transfer a call while on an active call

1. Click on the active call under the Active Communications field.

2. Select the three dots icon for the call controls menu.

3. Select Transfer .

4. Enter the transfer destination name or number in the Search and dial field.

5. Select either:

• Transfer now to transfer the call without announcing the caller

• Attended audio to announce the call before completing the transfer

• Attended video to announce the call before connecting as a video call

Hold and resume calls

Select the pause icon to hold/unhold the call.

Call forwarding to another number or to voicemail

1. Select Settings/Preference from the left menu.

2. Select Incoming Calls.

3. Select Call Forwarding from the menu.

4. Select the Call Forwarding toggle to turn it on or off. If you are using desktop app, go to step 5.

5. Select the checkboxes for the type of call forwarding you want to use:

• Always: Sends all calls to another number without ringing first.

• When busy: Sends calls to another number when they're on the phone.

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• When no answer: Sends calls to another number when the call isn't answered within a set

number of rings. Then select the number of rings to wait before forwarding. 6. For each type of forwarding you've selected enter the phone number to send calls to if it's external.

Listen to your voicemail messages

1. Select the call history icon from the left-hand menu. This looks like a phone with a clock behind

it.

2. Select the Voicemail tab.

3. Select the voicemail message you wish to listen to.

4. Select the play button that appears.

5. For more message options select the options menu next to each message. This looks like three

dots.