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Manage Cloud Phone as a user

Find out how to manage the features of Cloud Phone as a user.

What would you like to do with Cloud Phone?

 

User portal tutorial

Learn how to navigate the user portal, also known as My Phone. Every Cloud Phone user will have access to this portal as it’s where you’ll set up and customise your Cloud Phone service to best suits your needs. Start Cloud Phone user portal video

 

Desktop app tutorial

Learn how to use the Cloud Phone desktop app. The Cloud Phone app can be used for making calls, viewing your contacts, viewing your colleagues' presence, instant messaging, making and receving calls and listening to your voicemail messages. If you have the Premium service pack assigned you can also desktop share and have your own virtual meeting room. Start Cloud Phone desktop app video

The apps for users that come with Cloud Phone are:

  • Cloud Phone app for mobiles
  • Cloud Phone app for desktops
  • Cloud Phone app for tablets

The Cloud Phone mobile and tablet apps

The Cloud Phone mobile and tablet apps let you use services like calling, video, chat and status (or presence). You can use the 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 My Phone before you log in for the first time.

The Cloud Phone desktop app

You can download the Cloud Phone desktop app on your computer. It lets you:

  • Access your calls from your desktop
  • Chat with your colleagues
  • View their presence
  • Set up different groups of contacts
  • Share information

Note: Only premium profiles include chat, presence and My Room.

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

Sign in

  1. Open the app on your mobile
  2. Enter your username (this will be the email you provided us with)
  3. Enter your password (this will be the password you use to access the My Phone portal. It will be in an email from us)
  4. Select Sign in

Download the Cloud Phone desktop app

  1. Sign in to the My Phone portal from your desktop
  2. Go to My Features
  3. Select Desktop softphone
  4. Select Desktop communication for PC or Mac
  5. When the pop-up appears, select Save file and follow the prompts

 

Sign in to the Cloud Phone desktop app

  1. Open the app on your desktop
  2. Enter your username (this will be the email you provided us with)
  3. Enter your password (this will be the password you use to access the My Phone portal. It will be in an email from us)
  4. Select Sign in

There are three main areas within the Cloud Phone desktop app.

Personal profile

This will show at the top of the screen in the purple area. It displays your presence, profile picture and location. You can also open your My Room collaboration space from this section.

Menu bar on the left

The menu bar on the left has the following options:

  • Contacts: View contacts and their availability
  • Chat: Where you can chat and view your chat history
  • Call history: Make calls and view details of missed, placed and received calls and messages.
  • Dial pad: Dial a phone number
  • Settings: This at the bottom of the menu bar. This is where you can update your preferences.

Top menu bar

The top menu bar is where you can set your personal preferences and also use some the Cloud Phone desktop app features. You'll also find the following options:

  • Contacts: Add new contacts and groups, search for contacts and display how you want them sorted
  • Calls: Manage call settings including call volume, calling features and voicemail
  • Conversations: This is where you can manage your My Room collaboration space. You can activate a My Room conversation and send My Room invitations to guests.
  • Window: This is another place to manage your personal settings including your profile, voicemail, chat history and calls
  • Help: You can go directly to the help content online

Note: Only premium profiles include chat, presence and My Room.

Update your personal profile

  1. Right click on the Profile photo box
  2. You can choose to:
    • Change your profile photo
    • Clear your profile photo
  3. To change your photo, select a photo from your computer when the window appears

Change your presence

  1. Select Presence
  2. Choose a presence from available, away, busy or offline, or type your own custom status

Note: These will automatically update, but you can also manually select a presence.

Add a custom status

  1. Select Presence
  2. Select the text box below Available and type your message, for example, working from home

Set up your voicemail greetings

You can set up your voicemail greeting by dialling directly into the Voice portal from any phone.

  1. Dial into your voice portal. The number will be provided to you in the email you receive from Spark when your user account is set up. You can also dial it by holding down the 1 button on the dial pad within the Cloud Phone mobile app.
  2. Follow the prompts which will ask you to enter your passcode followed by the # key. The number will be provided to you in the email you receive from Spark when your user account is set up.
    Note: When you log into the voice portal for the first time you will be prompted to change your passcode and record your name. You will need to do this before you can record your greetings.
  3. From the main menu select option 1 to access your voice mailbox
  4. Select option 2 to change your mailbox busy greeting
    • Select 1 to record your greeting
    • Press the * button to return to main menu
  5. Select option 3 to record the mailbox no answer greeting
  6. Select 1 to record your greeting

Listen to your voicemail messages

  1. Select the call history icon the left-hand menu. This looks like a phone with a clock behind it.
  2. Select the voicemail message you wish to listen to.
  3. Select the play button that appears.
  4. For more message options select the options menu next to each message. This looks like three dots.
  1. Select Contacts from the left menu
  2. Start typing the name of a user in the Search and dial field
  3. When the contact's profile appears, right click on the contact and select New contact
  4. The contact will be moved to the My contacts section

To see someone's presence you need to add the user to your contacts list. Do this by following these steps:

  1. Select the contacts icon
  2. From the dropdown menu, select the contact directory you want to search
  3. Enter the contact name in the search bar
  4. Right click the contact's name when they appear to view more options
  5. Select Add to phone contacts
  6. Select Yes to confirm

Note: Internal contacts you've added will get a notification asking them to accept your request. Once they accept you will be able to view their presence.

  1. Select Contacts from the top menu
  2. Select New group
  3. Enter a group name and select OK
  4. A new group will appear in the Contacts section
  5. To add members to this group, search for the contact
  6. Right click on the contact's name
  7. Select Add to group
  8. Select a group to add them to

Note: Once a group is set up you can call and chat to this group.

Calling options you can manage while you're on a call

During a call you'll see a series of calling options next to the contact you're calling.

  • Select the red phone icon to end the call
  • Select the pause icon to hold/unhold the call
  • Select the microphone icon with a line to mute/unmute the call
  • Select the phone icon with an arrow to transfer a call
  • Select the person icon with a + to start a conference call
  • Select the P in a circle icon to park a call
  • Select the icon that looks like three dots on top of each other for more options. When you select more options, you can add video, view the profile or add the contact.

Note: Once you park a call, any other device can pick it up by dialling *88. Once you've dialled that number, enter the extension number that parked the call.

 

Manage calls from the call dialog box

The call dialog box is the window to the right of your screen. There are a series of buttons that appear at the top of the screen. They'll change depending on if you're on a call or not. When you're not on a call you can use the call dialog box to chat to someone.

 

Not on a call

  • Select the phone icon to make a call
  • Select the video icon to make a video call
  • Select the desk phone icon to make a call from your desk phone
  • Select the share icon to desktop share
  • Select the information icon to see the contact's details

 

On a call

  • Select the phone icon to end a call
  • Select the pause icon to put a call on hold
  • Select the microphone icon with a line through to mute/unmute a call
  • Select the dial pad to view more options. This is where you can:
    • Transfer a call
    • Start a conference call
    • Park a call
    • View the dial pad
    • Adjust the volume or your audio device

Call a contact

  1. Right click on a contact
  2. Select the type of call
  3. Select the number to call

 

Use the dial pad to call a contact

  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

Transfer a call

  1. While on an active call select the Transfer icon
  2. Enter the transfer destination name or number in the Search and dial field
  3. 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

 

Answer an incoming call

  1. You can either:
    • Select the green audio button on the incoming call pop-up
    • Select the green handset on the home page
  2. To reject the call, select Decline or the red handset button

View call history

  1. The call history icon displays in the left menu
  2. If you've missed a call, the call history icon will show a red notification badge with the number of missed calls
  3. Select the call history icon to view your call history list
  4. An arrow next to a call will show whether it was a missed, received or placed call
  5. To call back a number in your call history, select a call
  6. Select View profile to open a contact card and view more calling options
  7. Select the Add person icon to add the call to your contact list

 

Return a missed call

  1. Select the call history icon to show the call history
  2. Select the phone icon, or right click and select Call
  1. From your contacts, right click on a contact and select Chat
  2. The chat window will open
  3. Type your message, then select Enter to send the message

Note: You can have chats with different parties happening at the same time.

Share a file

  1. While in a one-on-one chat, select the Sharing button
  2. Select a file from your computer to share with the person you're chatting to
  3. Select Accept the file share when the recipient has acknowledged the file you want to share. This will start the file download on their computer.

 

Share your desktop

  1. Select the Sharing icon
  2. Choose to share your entire desktop or an open application
  3. Select Start sharing
  4. You can manage how you share your desktop by selecting Preview, Pause and Stop sharing

Start or leave My Room

  1. Select the My Room icon from the navigation pane
  2. Add participants by dragging and dropping them into your My Room window
  3. To add audio or video, select the relevant icon from the top menu
  4. Select the Close button to end

 

Invite people outside the organisation into your My Room

  1. Right click the My Room icon from the profile section at the top
  2. Select either:
    a. Copy guest link
    b. Email guest link
  3. Send the invitation to the external guest. There are two options:
    a. If you'd like to share your screen: Ask the guest to select the email link and enter their name to join your My Room
    b. If you only need an audio call: Ask the guest to dial into the audio bridge number provided

Note: Only premium profiles include chat and My Room.

The Outlook add-in for communicator provides integration between the Cloud Phone desktop app and Microsoft Outlook and Microsoft Skype for Business (S4B).

With this add-in, you can have Microsoft Outlook display Cloud Phone contact presence and use functions like chat, call from computer, call from phone and video call from within Outlook.

 

Presence

The add-in displays the presence of a contact in Outlook. Presence information is retrieved from the Cloud Phone application and displayed as an icon next to the contact in emails and calendar appointments. The add-in also updates presence information in Cloud Phone app if the user is in an Outlook meeting. You must be signed into the Cloud Phone app for the presence to display.

 

Call and Chat

Right click on an email in your inbox and call or chat with the sender using the Cloud Phone app. The chat option is only available for contacts with a Premium Cloud Phone User profile. Call options are available for all contacts with a valid phone number. These options are also available from contact cards.

Note: If Outlook is closed while the Cloud Phone desktop app is running, The Cloud Phone desktop app needs to be restarted as well for the features to work as expected.

 

What Platforms are supported

The following platforms are supported:

  • Microsoft Outlook 2010 (32 and 64-bit)
  • Microsoft Outlook 2013 (32 and 64-bit)
  • Microsoft Outlook 2016 (32 and 64-bit)
  • Microsoft 7 SP1
  • Microsoft Windows 8
  • Microsoft Windows 8.1
  • Microsoft Windows 10

Note: The add-in cannot be used if you have Microsoft Office Communicator or Skype installed.

You must uninstall these products if you want to use this add-in. Skype for Business can be used at the same time. Outlook 2010 cannot be used together with the S4B integration features. Additionally, administration rights are required for the Outlook add-in except for Outlook 2010.

 

How is the add-in installed?

To integrate your Microsoft Outlook or Windows with the Cloud Phone desktop app:

  1. Select the Install Cloud Phone’s Outlook plugin option from the Cloud Phone set-up window. You'll see this window when downloading the app for the first time.

If this option isn't selected the integration won't work as expected. In this case you should:

  1. Delete the app and re-install
  2. Select the Install Cloud Phone’s Outlook plugin option

For Outlook 2010, all contacts must be updated to have a SIP address.

The SIP address for a contact in Outlook must match the users Cloud Phone email address. To check if the SIP address has been configured, open a contact card and click on the view more options button and select the Email addresses tab.

It should have a SIP address in the list of email addresses like below.

SIP: joe.bloggs@spark.co.nz

If the SIP address is missing, you can try to update the address book in Outlook by going to the Send/Receive section at the top, selecting the Send/Receive group dropdown and selecting Download address book.

For Outlook 2013/2016, the SIP address does not need to be entered for the contacts, if the Cloud Phone email address matches the Outlook contact.

Additionally, when adding contacts from Outlook to the Cloud Phone desktop app, the IM address field can be populated in Outlook so that the presence feature works directly on the Cloud Phone desktop app as the information is imported to the Cloud Phone contact card.  

When you have a voicemail message to listen to there will be a message waiting light on your phone's screen. To listen to your messages:

  1. Select Connect
  2. Follow the voice prompts to listen to your voicemail messages

Adjust the volume (ring tone and call volume)

  1. Select the - or + icon on the volume button during a call to change the volume of the handset, speakerphone or headset
  2. Select the - or + icon on the volume button when the phone is idle or ringing to adjust the ringer volume
  3. Select the - or + icon on the volume button to adjust the media volume in the corresponding screen

 

Change a ring tone

  1. Select Menu when the phone is idle
  2. Select Settings
  3. Select Basic settings
  4. Select Sound
  5. Select Ring tones
  6. Select Common if you want to change the ring tone on your own phone. Select another account by selecting the up or down arrows.
  7. If you're updating another account, select the ring tone you want to apply by selecting the up or down arrows. If you select Common from the ring tone list, it'll apply the ring tone for this phone to the other account.
  8. Select Save
  1. Select History when the phone is idle, press the up or down arrow to scroll through the list
  2. Select a call from the list and choose from the following:
    • Select Send to call the number back
    • Select Delete to delete the call from the list
  3. If you select Option, you can also do the following:
    • Select Detail to view detailed information about the call
    • Select Add to contacts to add the number to the local directory
    • Select Add to blacklist to add the number to the blacklist
    • Select Delete all to delete all calls from the list

Make a call

You can make a call using speakerphone, a handset or a headset. During a call you can switch between the speakerphone, handset or headset mode. Do this by selecting the headset button, the speakerphone button or by picking up the handset.

 

Answer a call

  • Answer a call with the handset by picking up the phone
  • Answer a call using speakerphone by selecting the speaker icon
  • Answer a call using the headset by selecting the headset icon

Note: You can reject an incoming call by selecting Reject.

 

End a call

  • End a call with the handset by hanging it up or selecting End call
  • End a call using the speakerphone or headset by selecting End call

To redial a call, you can either:

  1. Select the redial button, which looks like two arrows pointing around in a circle
  2. Go to the placed call list, where you select the up or down arrow to find the number you want to redial
    • Select the redial button again, or select Send
    • Or Select the redial button twice when the phone is idle to call the last dialed number

Place a call on hold

Select Hold during a call.

 

Resume a call

To take a call off hold, do one of the following:

  • If there's only one call on hold, select Resume
  • If there's more than one call on hold, select the call you want to resume, then select Resume

 

Mute or unmute a call

  1. Select the mute button, which looks like a microphone with a line through it. This mutes the microphone during a call.
  2. Select the mute button again to unmute the call

Blind transfer

  1. Select Transfer during a call to place the call on hold
  2. Enter the number you want to transfer to
  3. Select B Trans

 

Semi-attended transfer

  1. Select Transfer during a call to place the call on hold
  2. Enter the number you want to transfer to
  3. Select Send
  4. Select Transfer when you hear the dial tone

 

Attended transfer

  1. Select Transfer during a call to place the call on hold
  2. Enter the number you want to transfer to
  3. Select Send
  4. Select Transfer when the second party answers

 

Call forward

  1. Select Menu when the phone is idle
  2. Select Features
  3. Select Call forward
  4. Select the way you want to forward the call:
    • Always forward: Always forward incoming calls
    • Busy forward: Forward incoming calls when the phone is busy
    • No answer forward: Forward incoming calls if a call isn't answered after a period of time
  5. Enter the number you want to forward to
  6. If you selected No answer forward, select the number of times you want the phone to ring from the After ring time field. Do this by selecting the left and right arrows.
  7. Select Save
  1. Select Conf during a call
  2. Enter the number of the second party, and then select Send
  3. Select Conf again when the second party answers
  4. To end the call, select End

Note: You can split the conference call into two individual calls by selecting Split.

Users that have been set up as monitored lines on your handset will show as entries on your phone’s line buttons. A light next to the user will show their current status:

  • Red: On a call
  • Green: Available
  • Flashing red: Their phone is ringing

Once a monitored line has been set you'll be able to:

  • See the user's status
  • Speed dial the user directly from your phone
  • Pick up the user's incoming calls
  • Transfer a call back to the user if you answered it for them

 

Speed dial a monitored contact

  1. Select the line button next to the user's name
  2. Your phone will start dialing the user

 

Pick up a call from someone you are monitoring

  1. A flashing red light next to a user will show they have an incoming call
  2. Select the button while it's flashing to redirect the call to your phone
  3. When you answer the call the incoming caller’s details will show on your phone

 

Transfer a call back to a monitored contact

  1. With the caller on the line, select Transfer. This looks like two phones with an arrow between them.
  2. Select the monitored line you want to transfer the call to
  3. When someone answers the call, announce the call
  4. Select Transfer again to complete the transfer
  5. If the person refuses the call before completing the transfer, select More, then End call
  6. Select Resume to go back to the original caller

You can use a feature access code to control a feature from your phone. Pick up the handset and enter the code into the keypad for the feature you'd like to change. Follow any further prompts you hear.

 

Codes

  • Call forwading always activation: *72
  • Call forwarding always deactivation: *73
  • Call forwarding always to voicemail activation: *21
  • Call forwarding always to voicemail deactivation: *36
  • Call forwarding busy activation: *90
  • Call forwarding busy deactivation: *91
  • Call forwarding busy to voicemail activation: *40
  • Call forwarding busy to voicemail deactivation: *42
  • Call forwarding no answer activation: *92
  • Call forwarding no answer deactivation: *93
  • Call forwarding no answer to voicemail activation: *41
  • Call forwarding no answer to voicemail deactivation: *35
  • Call forwarding not reachable activation: *94
  • Call forwarding not reachable deactivation: *95
  • Caller ID delivery blocking per call: *67
  • Caller ID delivery blocking persistent activation: *31
  • Caller ID delivery blocing persistent deactivation: *32
  • Caller ID deliver per call: *65
  • Call park: *68
  • Call retrieve: *88
  • Call pull: *11
  • Call waiting persistent activation: *43
  • Call waiting persistent deactivation: *46
  • Call waiting interrogation: *38
  • Cancel call waiting: *70
  • Clear voice message waiting indicator: *99
  • Direct voicemail transfer: *55
  • Directed call pick up: *97
  • Directed call pick up with barge in: *33
  • Do not disturb activation: *78
  • Do not disturb deactivation: *79
  • Group call park: *58
  • Group call pick up: *98
  • Last call return: *69
  • Last number redial: *66
  • Music on hold per call deactivation: *60
  • Push to talk: *50

Turn the handset on

To turn the handset on you can do either of the following:

  • Select the button that has a handset with a circle underneath
  • Place the handset in the charger cradle and it'll turn on

 

Turn the handset off

Hold down the button that has a handset with a circle underneath.

 

Lock/unlock the keypad

  • Lock keypad: When the handset is idle, hold down the button with a # and a lock symbol
  • Unlock keypad: Hold down the button with a # and a lock symbol

Adjust the volume

  • Select the right or left arrow when the handset is idle to adjust the ringer volume
  • Select the right or left arrow during a call to adjust the volume of the speakerphone, headset or handset

 

Change your ring tone

  1. Select OK to enter the main menu
  2. Select Settings
  3. Select Audio
  4. Select Ring tones
  5. Select Melodies
  6. Select the up or down arrow to highlight the Intercom call option or the desired line
  7. Select the right or left arrow to choose a ring tone
  8. Select Save

 

Turn silent mode on/off

  • Turn silent mode on: Hold down the button with the * and the music note when the handset is idle
  • Turn silent mode off: Hold down the button with the * and the music note

Add a contact to the local directory

  1. Select OK to enter the main menu
  2. Select Directory
  3. Select the up or down arrow to select the entry you want to fill in
  4. Fill out the Name, Office, Mobile and Other fields

 

Edit a contact

  1. Select OK to enter the main menu
  2. Select Directory
  3. Select the up or down arrow to select the entry you want to fill in
  4. Select Options
  5. Select Edit
  6. Fill out the Name, Office, Mobile and Other fields
  7. Select Save

 

Delete a contact

  1. Select OK to enter the main menu
  2. Select Directory
  3. Select the up or down arrow to select the entry you want to fill in
  4. Select Options
  5. Select Delete

Assign a speed dial number

  1. Select OK to enter the main menu
  2. Select Settings
  3. Select Telephony
  4. Select Speed dial
  5. Select the up or down arrow to highlight a digit key
  6. Select Assign
  7. Select the up or down arrow to highlight an entry
  8. Select OK

Note: If you've stored both the office number and mobile number, select the up or down arrow to highlight a number. Select OK again.

Place a call

  1. You can either:
    • Enter the phone number when the handset is idle
    • Select the speaker button to enter the pre-dialing screen, then enter the number
  2. If there's more than one line assigned to your handset as outgoing lines, select Line to select a line to dial from
  3. Select the phone button, speaker button or OK button to call

 

Place a call from the local directory

  1. Select the down arrow when the handset is idle
  2. Select the up or down arrow to choose the number you want to call
  3. Select the phone button or speaker button to call

 

Place a call from call history

  1. Select History when the handset is idle
  2. Select the call history list
  3. Select the up or down arrow to choose a call
  4. Select the phone button or the speaker button to place the call

 

Place a call from the redial list

  1. Select the phone button when the handset is idle
  2. Select the up or down arrow to choose a call
  3. Select the phone button or the speaker button to place the call

 

Place a call using the speed dial key

  1. Hold down the speed dial key to call the preset number.

Answer a call

You can answer a call by selecting one of the following:

  • Select Accept
  • Select the speaker button
  • Select the phone button
  • Select OK

Note: You can ignore an incoming call by selecting Silence. Reject an incoming call by selecting the button that has the phone with a circle under it.

 

End a call

Select the button that has the phone with a circle under it.

Place a call on hold

  1. Select Options during a call
  2. Select Hold

 

Resume a call

To resume a call you can do one of the following:

  • If there's only one call on hold, select Resume
  • If there are two calls on hold, select Resume to resume the current call

Note: You can select Swap to swap between calls.

 

Mute or unmute a call

  • To mute a call: Select the mute button, which looks like a microphone with a line through it
  • To unmute a call: Select the mute button again, which looks like a microphone with a line through it

 

Blind transfer

  1. Select Options during a call
  2. Select Transfer
  3. Enter the number you want to transfer a call to
  4. Select Transfer

 

Semi-attended transfer

  1. Select Options during a call
  2. Select Transfer
  3. Enter the number you want to transfer the call to
  4. Select the phone button, speaker button or OK button
  5. Select Transfer when you hear the dial tone

 

Attended transfer

  1. Select Options during a call
  2. Select Transfer
  3. Select the phone button, speaker button or OK button
  4. Select Transfer after someone answers the call

 

Forward a call

To enable call forwarding on a specific line:

  1. Select OK to enter the main menu
  2. Select Call features
  3. Select Call forward
  4. Select the up or down arrow to highlight a line
  5. Select OK
  6. Select the up or down arrow to highlight the forwarding type:
    • Always: Incoming calls are always forwarded
    • Busy: Forward incoming calls when the line is busy
    • No answer: Forward incoming calls if not answered after a period of time
  7. Select OK
  8. Select Enabled from the Status field
  9. Enter the number you want to forward the incoming calls to in the Target field
  10. For No answer, select the left or right arrow in the After ring field to choose the time before the call's forwarded
  11. Select Save
  • Select the left arrow to access the call history
  • Select the right arrow to check the line status
  • Select the up arrow to call an internal number
  • Select the down arrow to access the directory
  • Select the right or left arrow to increase or decrease the ringer volume

You can use a feature access code to control a feature from your phone. Pick up the handset and enter the code into the keypad for the feature you'd like to change. Follow any further prompts you hear.

 

Codes

  • Call forwading always activation: *72
  • Call forwarding always deactivation: *73
  • Call forwarding always to voicemail activation: *21
  • Call forwarding always to voicemail deactivation: *36
  • Call forwarding busy activation: *90
  • Call forwarding busy deactivation: *91
  • Call forwarding busy to voicemail activation: *40
  • Call forwarding busy to voicemail deactivation: *42
  • Call forwarding no answer activation: *92
  • Call forwarding no answer deactivation: *93
  • Call forwarding no answer to voicemail activation: *41
  • Call forwarding no answer to voicemail deactivation: *35
  • Call forwarding not reachable activation: *94
  • Call forwarding not reachable deactivation: *95
  • Caller ID delivery blocking per call: *67
  • Caller ID delivery blocking persistent activation: *31
  • Caller ID delivery blocing persistent deactivation: *32
  • Caller ID deliver per call: *65
  • Call park: *68
  • Call retrieve: *88
  • Call pull: *11
  • Call waiting persistent activation: *43
  • Call waiting persistent deactivation: *46
  • Call waiting interrogation: *38
  • Cancel call waiting: *70
  • Clear voice message waiting indicator: *99
  • Direct voicemail transfer: *55
  • Directed call pick up: *97
  • Directed call pick up with barge in: *33
  • Do not disturb activation: *78
  • Do not disturb deactivation: *79
  • Group call park: *58
  • Group call pick up: *98
  • Last call return: *69
  • Last number redial: *66
  • Music on hold per call deactivation: *60
  • Push to talk: *50

The My Phone user portal gives you access to your Cloud Phone's service settings. It lets you manage your service to suit your needs. Within the My Phone portal users can access and manage the following:

  • My Messages: Access and manage your voicemail messages
  • My Features: Configure your My Phone features, such as call forwarding
  • My Rules: Create rules and schedules
  • My Numbers: View and add directories and manage speed dials
  • My Call History: View call history

When you first sign in to your My Phone portal and you'll see a menu bar at the top right. Within this menu bar will be:

  • Language: English is the default
  • Profile: From this section you can:
  • Change your password
  • Set the time zone
  • Update your email address
  • Reset your voicemail PIN
  • Support: Select this to go to the Cloud Phone help section
  • Sign out: Select this to sign out of the My Phone portal
  1. Sign in to the My Phone portal
  2. Enter your username (this will be the email you provided Spark)
  3. Enter your password
  4. Select the Profile tab from the menu at the top right
  5. Go to the User login password section
  6. Enter your current password
  7. Enter your new password
  8. Enter your new password again to confirm
  9. Select Change password

Set up your voicemail greetings

You can setup your voicemail greeting by dialling directly into the Voice portal from any phone.

  1. Dial into your voice portal. The number will be provided to you in the email you receive from Spark when your user account is set up. You can also dial it by holding down the 1 button on the dial pad within the Cloud Phone mobile app.
  2. Follow the prompts which will ask you to enter your passcode followed by the # key. The number will be provided to you in the email you receive from Spark when your user account is set up.

Note: When you log into the voice portal for the first time you will .be prompted to change your passcode and record your name. You will need to do this before you can record your greetings.

  1. From the main menu select option 1 to access your voice mailbox
  2. Select option 2 to change your mailbox busy greeting
    • Select 1 to record your greeting
    • Press the * button to return to main menu
  3. Select option 3 to record the mailbox no answer greeting
    • Select 1 to record your greeting

 

Listen to your voicemail messages

  1. Sign in to the My Phone portal
  2. Select My Messages
  3. Select the Action checkbox next to a message
  4. Select the play icon to listen to the message
  5. Select the pause icon to pause the message
  6. Select the stop icon to stop playing the message

 

Manage your voicemail settings

  1. Sign in to the My Phone portal
  2. Select My Messages
  3. Select Settings from the menu on the left
  4. From the voice messaging section, select one of the following options:
    • On (busy and unanswered calls go to voicemail)
    • Always (all calls go to voicemail)
    • Off (no voicemail)
  5. From the Additional settings section select one of the following options:
    • To send a notification to an email address when you have a message, tick the Get notified when a new message is received checkbox and enter an enter an email address. Note: SMS as a notification option isn't available.
    • To receive an audio file, tick the Send a copy of all new messages to another email address checkbox and enter an email address
  6. From the additional setting section you can also let callers transfer from voicemail by dialing zero. To allow this, select the checkbox next to Transfer on zero to phone number, and enter a phone number.
  7. From the greetings section you can change the default number of rings before your voicemail greeting plays and upload custom audio files.

 

Delete voicemail messages

  1. Sign in to the My Phone portal
  2. Select My Messages
  3. Select the Action checkbox next to a message
  4. Select Delete selected to delete messages
  5. From the pop-up window, select Yes to confirm

 

Download voicemail messages

  1. Sign in to the My Phone portal
  2. Select My Messages
  3. Select the Action checkbox next to a message
  4. Select Download selected to save a message to a WAV file or an MP3 file
  5. From the pop-up window select a file format, then follow the prompts to save the file

In My Numbers you can view and manage your personal directory and speed dials. You can also view the enterprise directory. There are three directories in My Numbers:

  • Personal directory: An area where you can view and manage your personal contacts
  • Enterprise directory: A list of contacts that's auto-populated by your company
  • Speed dial: An area where you can view and manage your speed dial codes and dial them from your desk phone

Create a contact in your personal directory

  1. Sign in to the My Phone portal
  2. Select My Numbers
  3. Select Personal directory from the left menu
  4. Enter the person's name in the Name field on the right
  5. Enter the person's phone number in the Number field on the right
  6. Select Add to add the entry to the contact list

Delete a contact from your personal directory

  1. Sign in to the My Phone portal
  2. Select My Numbers
  3. Select Personal directory from the left menu
  4. Select the person you want to delete. You can use the search bar or the filter option to find a contact.
  5. Select the red minus icon in the action column
  6. Confirm you want to delete the contact
  7. Select Save

Find and call a contact in your personal or enterprise directory

  1. Sign in to the My Phone portal
  2. Select My Numbers
  3. Select Personal directory or Enterprise directory from the left menu
  4. You can use the search bar or the filter option to find a contact
  5. Select the phone icon in the action field
  6. Pick up your phone handset or use the speakerphone to start the call

Note: The Enterprise directory is a list of your organisation's users. You can't change this list.

 

Create a speed dial code

Assign your contacts a two-digit code speed dial code to enter from your desk phone.

  1. Sign in to the My Phone portal
  2. Select My Numbers
  3. Select Speed dial from the left menu
  4. Enter a contact name on the right
  5. Enter a contact number on the right
  6. From the dropdown menu select a speed dial code
  7. To make a call to a speed dial contact, enter the speed dial code from your desk phone. You can also select the phone icon then pick up your handset.

Assign your contacts a two-digit code speed dial code to enter from your desk phone.

  1. Sign in to the My Phone portal
  2. Select My Numbers
  3. Select Speed dial from the left menu
  4. Enter a contact name
  5. Enter a contact number
  6. From the dropdown menu select a speed dial code
  7. To make a call to a speed dial contact, enter # then the speed dial code then # again

You can set up rules to ensure you don't miss calls or get calls when you aren't available. You can also set up rules for different times of the day to suit your schedule. You'll need to set up schedules before you apply rules.

You can set up the following rule types for incoming calls:

  • Forward calls: Calls will go to the destination you choose
  • Reject calls: You can reject all calls or from specified phone numbers
  • Accept calls: You can accept all calls or from specified phone numbers
  • Sim ring: You can have more than one phone ring at the same time for all calls or from specified phone numbers
  • Call notify: You can enter an email address to send notifications to for incoming calls for all calls or from specified phone numbers. Please note this only applies to any call notify rules you've set up.
  • Priority alert: You can get a priority alert for all calls or from specified phone numbers
  • Sequential ring: Calls will ring a series of phone numbers in order. This will occur until answered or sent to voicemail. You can set this up for all calls or from specified phone numbers.

 

Set up a rule in My Rules

You can create up to 99 rules for each user.

  1. Sign in to the My Phone portal
  2. Select My Rules
  3. Select My Rules from the left menu
  4. Select the dropdown menu to view the available call functions, for example, accept calls or forward calls
  5. Select the plus icon to set up a rule for the option you've selected
  6. In the pop-up that opens, outline how you want the rule to work
    • Give the rule a name, for example, after hours
    • Select a time schedule to apply this rule to. These need to be set up in advance.
    • In the Calls from section you can choose which numbers this rule applies to, for example, any external phone number or a customised list
    • To add specific numbers, enter the phone number in the field at the bottom of the screen and select the plus icon
  7. Select Save

 

Delete or edit a rule

  1. Sign in to the My Phone portal
  2. Select My Rules
  3. Select My Rules from the left menu
  4. Select the delete icon, which looks like a red circle with a dash through it
  5. Select Yes to confirm
  6. To edit a rule, select the Edit button to open the rules window

Learning videos

Learn how to set up your business hours schedule:

 

Set up a schedule

  1. Sign in to the My Phone portal
  2. Select My Rules
  3. Select My Schedules from the left menu
  4. Enter the name of the schedule in the New schedule name field
  5. From the dropdown menu, select Holiday or Time
  6. Select the plus button to add the schedule
  7. In the pop-up fill out the following fields:
    • Event name: Give your schedule a name
    • All-day checkbox: Select if your event is an all-day event
    • From date: Select the calendar icon to view the calendar and select the required start date
    • From time: From the dropdown menu, select the start time
    • To date: Select the calendar icon to view the calendar and select the required end date
    • To time: From the dropdown menu, select the required end time
  8. Select the day for when the settings should apply. You'll need to create a different schedule for every day of the week.
  9. Select Add this event

 

View existing schedules

  1. Sign in to the My Phone portal
  2. Select My Rules
  3. Select My Schedules from the left menu
  4. Select the schedule you want to view from the top table
  5. The event details will display in the table below

 

Delete a schedule

  1. Sign in to the My Phone portal
  2. Select My Rules
  3. Select My Schedules from the left menu
  4. Select Delete, which looks like a red circle with a dash through it
  5. Confirm you want to delete the event
  6. Select Yes

View your call history

See a list of incoming, outgoing and missed calls under My Call History. You'll see the details of a call, for example, the date and time, and you can call back the caller from this screen. Search for calls by time and date range using the options at the top of the page.

 

Use click to dial to return a call

  1. Sign in to My Phone portal
  2. Select My Call History
  3. Search your call history by selecting the call types you're wanting to search
  4. Select Refresh to view the list, or select Export to export a CSV file
  5. To view the call history for a particular date range, choose a start and end date
  6. To make a call back, select the phone icon in the Other party field
  7. A call will establish between your desk phone and the contact
  8. Pick up your phone handset or use the speaker phone to start the call

Forward all calls

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Forward all calls from the left menu
  4. Select the Forward all calls to phone # checkbox
  5. From the dropdown menu, select the number you're forwarding
  6. Select Ring reminder or No reminder. If you select Reminder you'll get an audible reminder that you have forwarding set up.

Note: You need to set up numbers to forward to in the My Numbers tab for them to appear in the dropdown menu.

 

Forward unanswered calls

If you can't answer your phone, you can choose to forward your calls to another number or to your voicemail.

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Forward unanswered calls from the left menu
  4. From the dropdown menu, select the number of rings you want your phone to make before it forwards a call
  5. Select Forward to number
  6. Select the number to forward to from the dropdown menu, or select Forward to my voicemail

Note: You must set up numbers in the My Numbers tab before you can select a number from the dropdown menu.

 

Set up selective call forward

Selective call forward lets you choose phone numbers you want to forward all calls from. You'll need to have rules set up before you can use the selective call forward feature.

  1. Sign in to the My Phone portal
  2. Select My Rules
  3. Select Forward calls from the dropdown menu
  4. Select the Active checkbox under the Selective call forwarding setting section to activate this feature
  5. Enter the number you want to forward all calls to
  6. Select the Ring reminder checkbox to hear a short ring on your handset when a call is being forwarded
  7. Select Save

 

Use do not disturb

When you have Cloud Phone set up as do not disturb, all calls will forward to voicemail.

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Do not disturb from the left menu
  4. Select the Do not disturb me checkbox
  5. Select Ring reminder or No reminder
  • Call waiting lets you receive a second call while already on a call
  • If you answer the second call, your current call will go on hold
  • If you're on a call, and a second call comes in you'll hear a tone alerting you to the new call and the caller ID will show
  • If you choose to answer the second call, your first caller will go on hold

 

Use call waiting

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Call waiting from the left menu
  4. Select the Allow me to answer additional calls checkbox
  5. To forward incoming calls, select Forward to number
  6. Select a number from the dropdown menu or select Forward to voicemail

Note: You must set up numbers in the My Numbers tab before you can select a number from the dropdown menu.

Call park lets users in a group park a call on other group members' phones, or on their own phone. Anyone in the group can pick up a parked call from any member of the group.

 

Codes to park and retrieve a call

To park a call, the user needs to:

  1. Dial *68 and enter an extension number to direct it to a specific number
  2. Dial *58 to direct it to group call park
  3. To retrieve a call, the user needs to dial *88 and enter the extension they parked the call against

 

Park a call

When you're on a call, you can park it by following either of these steps:

  1. Select the P button from the active call pane on your phone
  2. From the Park call window, select Use my extension to park the call against your own extension number

Or

  1. Select Enter extension to park
  2. Enter the extension number to park the call at
  3. Select Park on your phone
  4. You'll hear a message letting you know the call park was successful

 

Pick up a call from another phone

  1. Dial *88 from your phone
  2. You can then choose to:
    • Enter the extension number you parked the call at, followed by #
    • Dial # to retrieve a call parked at your own number
  3. Once you've retrieved the parked call it'll show on your call console

Remote office lets you use Cloud Phone features while you're working away from the office. To use the feature:

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Remote office from the left menu
  4. Select the Remote office checkbox
  5. Enter the phone number of your current location (home phone number or mobile number)
  6. All incoming calls will be go to this number

Use sim ring

Simultaneous ring (sim ring) lets you receive calls on up to 10 different devices at the same time.

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Sim ring / Anywhere from the left menu
  4. Enter the sim ring / anywhere phone number into the Phone number field
  5. From the dropdown menu, select Sim ring
  6. Select the Enable sim ring checkbox to turn this feature on or off
  7. Select +
  8. A pop-up box will appear. Select Yes if you'd like confirmation that the number has answered
  9. To set sim ring schedules, select Sim ring schedules (refer to how to set up schedules for step-by-step instructions)

 

Use office anywhere

The office anywhere feature lets you receive or place calls from any phone set up with this feature. It also lets you switch calls between desktop and mobile phones, mid-conversation.

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Sim ring / Anywhere from the left menu
  4. Enter the number in the Phone number field
  5. Select Anywhere from the dropdown menu next to the phone number
  6. Select +
  7. A pop-up box will appear
  8. Enter a description for the anywhere profile, for example, home
  9. Select the Active checkbox to activate this profile
  10. If needed, select Answer confirmation required. When you answer your phone you'll hear a prompt asking you to press any button to accept the call. If you press a button the call comes through. If you don't, it'll go to your voicemail.
  11. Select Save

Note: You can't use the sim ring and anywhere features at the same time. When you turn sim ring on, anywhere will turn off and vice versa.

Sequential ring lets you choose up to five numbers to ring in a specific order when there's an incoming call.

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Sequential ring from the left menu
  4. Select the Alert base location checkbox
  5. Select from the dropdown menu the number of times your main number rings first
  6. Select the Continue search when I am on a call checkbox. If you're on a call the incoming call will continue to the next numbers you've set up.
  7. You can let the caller choose to go to voicemail. To do this, select the checkbox next to Enable caller to skip search and go to voicemail
  8. Enter the numbers in the order you want them to ring
  9. Select Save

 

If this feature is on, another user can barge in on your call. They can do this by using the barge in feature access code *33 followed by the extension number they want to barge in on.

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Barge in from the left menu
  4. Select the checkbox next to Do not allow users to barge in to turn this feature off
  5. Select the checkbox next to Play barge in warning tone if you want to get a warning that someone is about to barge in

The hoteling features allows you to use someone else's deskphone as if it's your own. All your phone settings will be transferred to the host phone once you dial in to use it.

  1. Sign in to the My Phone portal
  2. Select My Features
  3. Select Hoteling Guest from the left menu
  4. Select Get available hosts under the Host Number box
  5. Select the checkbox next to the device you wish to use as your host phone
  6. To remove the association with the host phone select
  7. Enter the anywhere number in the Phone number field

Learning video

Set up call recording

Spark will add call recording to your profile. Call recording will be set to Always on.

Listen to recorded calls

  1. Sign in to the Cloud Phone recording portal
  2. Select the All tab
  3. Select My Recordings
  4. Select the recording you want to listen to

What is CRM Connect?

Cloud Phone CRM Connect is an application for your desktop. It integrates leading Customer Relationship Management (CRM) applications into the Cloud Phone service. CRM Connect works in conjunction with your phone and CRM software to provide an integrated service.

CRM Connect:

  • Provides integration with a wide range of CRMs and other applications
  • Helps you make optimal use of your Cloud Phone communications system
  • Allows full control of the handset from your computer
  • Lets you search and edit BroadCloud directories and your extension status
  • Lets you manage your call settings
  • Uses a third-party application called BroadCloud

CRM Connect allows you to:

  • Save time by getting your caller's details on screen fast
  • Improve your call handling and the caller’s experience
  • Add notes or other CRM activities while on a call
  • Locate and dial contacts from integrated applications, recently dialled and call history lists
  • Know who is calling before you answer the call
  • See the presence and phone on/off hook status of other users at your site

When looking for contacts to display details for, CRM Connect will search across multiple directories.

 

BroadCloud personal phone list

Your personal phone list stores the details of the contacts you've decided to save. Their details will be display during a call. You can manage your personal phone list by:

  • Adding someone as a contact while you're on a call with them
  • Adding a contact from your call history
  • Adding, editing or deleting contacts directly in your personal phone list

 

Cloud Phone directory

CRM will search your enterprise directory. When you make or receive a call it will search for a match and display the person's details.

 

Address book search

Address book will search third party contact databases for a match to display your caller's details. It'll look in:

  • Microsoft Outlook
  • Lotus Notes
  • Google Contacts
  • Any other integrated CRM databases or applications

 

To search for a contact yourself in the address book:

  1. From the system tray pop-up, select Address book
  2. Search for your contact
  3. If you want to transfer a call to that person, right click and select Consult. You'll be able to speak with the person before you transfer the call to them.

 

The call controls you'll see will change depending on whether your call is connected or not. The options are:

  • Hang up
  • Hold. This will pause the call. The caller will hear hold music if you have it available.
  • Consult. This transfers a call, but allows you to speak to the person you're transferring to first.
  • Transfer. This transfers a call without speaking to the recipient first.
  • Pick up. This lets you pick up a call that's ringing on another person's handset.
  • Show contact. This will give you details of the caller if they're found in your personal phone list, directory or another integrated application.

Learn the different ways of making an outbound call with click to dial.

 

Quick dial

From the system tray pop-up you can:

  1. Type in the phone number to dial, or
  2. Type in a partial name. This will search your personal phone list, directories and other integrated applications to return a result.
  3. Click on the number or name to call them

 

Dial from recent calls

Call someone back from a list of your recent call activity.

  1. From the system tray pop-up, hover over Recent
  2. A list of your recent calls will display. Click the person or number to call them.

 

Dial from call history

Call someone from a log of your recent call history.

  1. From the system tray pop-up, select Call history
  2. A list of your inbound, outbound and missed calls will display. Click the person or number to call them.

 

Dial from clipboard

CRM Connect monitors your clipboard and looks for phone numbers. You can set the minimum and maximum number length and prefix to recognise as being a probable phone number.

  1. Copy a phone number to your clipboard
  2. A dialogue bubble will appear from the system tray. Click on the number to dial it.

 

Dial from a web page

Phone numbers on web pages will be recognised as phone numbers.

  1. On a web page, the phone number will become a hyperlink
  2. Click on the number to call it

 

Focus dialling

Focus dialling detects in fields of other applications numbers you can dial. For example, in calendar appointments.

  1. In a field that has a phone number, a dial button will appear
  2. Click on the dial button to dial the number

 

Lync or Skype for Business

If you have Skype for Business, Lync 2013 or Lync for Office 365 you can use it to dial out from your Cloud Phone handset.

  1. Find the person you wish to call
  2. Select Call from desk phone

 

Dialling configuration options

You can configure your options for which applications can be used to dial.

  1. From the system tray pop-up, select Configuration
  2. Configure your options to suit your needs

You can check the status of a colleague's extension using Presence. You can then transfer a call to them using Consult or Transfer.

  1. From the system tray pop-up, select Presence
  2. See whether your colleagues are showing as on hook or off hook
  3. If you want to transfer a call to someone who's on hook and speak with them first, select Consult
  4. If you want to transfer a call straight through to them, select Transfer

Call settings

Change your CRM Connect call settings to suit your preference. You will only see the settings that have been assigned to you as a user.

Setting types:

  • Call forwarding options
  • Anywhere
  • Remote office
  • Do Not Disturb (DND) and hide number

To change your settings:

  1. From the system tray pop-up, select Configuration
  2. Select Call settings from the menu
  3. Select the tab to view its settings
  4. Make your changes and select OK

 

Call events and custom integration

You can control:

  • Automating what will happen when an inbound call is received, a call is answered or an outbound call is made
  • Running a program or opening a web page on a selected event, for example, when a call is connected. You can configure what happens based on whether the call is inbound or outbound, and internal or external.

To set up your call events:

  1. From the system tray pop-up, select Configuration
  2. Select Events from the menu
  3. Make your changes and select Save

CRM Connect can be enabled for a user either by Spark or an administrator in the My Site portal. Once CRM Connect is enabled, follow the instructions below.

 

Download CRM Connect

  1. Check your system requirements are suitable for CRM Connect. Find these requirements in the user guide. Go to CRM Connect PC user guide
  2. Sign in to the Cloud Phone My Phone portal
  3. Select the My Features tab
  4. Select CRM Connect from the menu on the left
  5. Select the appropriate download button for your computer type

 

Install CRM Connect

  1. Sign in to the computer you're installing CRM Connect to. You'll need an administrator-level account.
  2. Double click on CRMConnect.exe and select Install
  3. Follow the instructions on screen to complete the setup wizard

 

Configure telephony details

  1. If you disabled your anti-virus before beginning installation, re-enable it
  2. FindCRM Connect in your system tray. It'll look like a green dot, which becomes red when you're in a call. Right click on the icon to open the CRM Connect menu.
  3. Select Configuration
  4. Select Telephony from the menu on the left
  5. Fill out the following fields:
    • Method: If you want to use a physical desk phone for making calls then select HTTP(s). If you want to use a Cloud Phone application for making calls then select UC One.
    • Server: select Australia
    • Username: enter your Cloud Phone username. This will be formatted like an email address.
    • Password: enter your Cloud Phone password
  6. Select Save

 

Configure CRM integration

You'll need to know which CRM your company uses, and your login and password for that system.

  1. Under the Integration heading on the left-hand menu, select your CRM application
  2. Select the help icon in the top right corner of your screen. This will take you to a web page with instructions for configuring CRM Connect with your CRM system.

Over 50 CRM applications can be integrated using CRM Connect.

The list of CRM applications compatible with CRM Connect will tell you if your CRM can integrate with Cloud Phone. It also gives other information you may need to know first. View list of compatible CRM applications

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