user guide - telinta, inc. · telinta virtual office user guide virtual office 5 about virtual...

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User Guide

Telinta Virtual Office User Guide

Virtual Office 2 www.telinta.com

Copyright Notice

Copyright © 2014-2020 Telinta Inc.

No part of this document may be reproduced or transmitted in any form or by any

means, electronic or mechanical, for any purpose, without the express written

permission of Telinta, Inc.



Table of Contents

Introduction .............................................................................................................................................................4

About Telinta .......................................................................................................................................................4

About Virtual Office ............................................................................................................................................5

Key Features and Benefits .................................................................................................................................6

Configuration Checklist .........................................................................................................................................7

Virtual Office Interface Navigation ........................................................................................................................8

Inbox .....................................................................................................................................................................9

Inbound Calls ................................................................................................................................................... 11

Outbound Calls ................................................................................................................................................ 13

Faxes ................................................................................................................................................................. 14

Extensions ............................................................................................................................................................ 15

Adding a new Department extension ............................................................................................................. 16

Adding a new Employee extension ................................................................................................................ 22

Using TeliGlobe™ to make and receive calls ............................................................................................... 23

WebRTC ............................................................................................................................................................ 24

Dial by Name directory .................................................................................................................................... 26

Call Recording .................................................................................................................................................. 28

Dial Out.............................................................................................................................................................. 29

Conference Service .......................................................................................................................................... 30

Emergency Calls .............................................................................................................................................. 31

Send Extension Details ................................................................................................................................... 34

Settings ................................................................................................................................................................. 36

Greetings .......................................................................................................................................................... 36

Music on Hold ................................................................................................................................................... 37

DID Numbers .................................................................................................................................................... 38

Account ............................................................................................................................................................. 40

Making a payment ............................................................................................................................................ 41

Call Block .......................................................................................................................................................... 42

Extras ................................................................................................................................................................ 43

Users ................................................................................................................................................................. 45



Introduction

About Telinta

Founded in 2002, Telinta offers secure and reliable cloud-based solutions for VoIP

service providers. Our full portfolio of white label solutions is highly customizable for

you and your resellers. With Telinta, you can focus on growing your business, while we

focus on managing your technology.

TeliCore™ is our robust hosted softswitch platform, integrating world-class carrier-

grade Switching and Billing capabilities. TeliCore is the largest hosted softswitch

installation of its type, anywhere in the world.

Telinta offers:

Cloud-based softswitch - rapid deployment, with no capital investment

Full portfolio of ready to use turn-key solutions for VoIP service providers

Best-of-breed VoIP technology

Highly stable, scalable, and customizable platform

Ability to select your own VoIP termination and origination partners

Comprehensive training and Around-The-Clock Technical Support.



About Virtual Office

Telinta’s Virtual Office solution enables VoIP Service Providers to streamline the

provisioning of telecom services for small and home-based business customers.

With Virtual Office, VoIP Service Providers can offer end users the opportunity to

assemble their own customized solution in the Cloud via Telinta’s self-service web

portals. This includes selecting DIDs, adding extensions, setting up voice mail,

configuring an auto-attendant, personalizing IVR, call forwarding and more, without

needing an IP phone.

Telinta customers can serve users by providing them with self-serve tools, without

needing direct sales or technical support.

From the end user’s perspective:

Virtual Office is an ideal solution for small businesses looking to easily configure

a feature-rich telecom solution without investing in their own hardware or

software. These features help small businesses to “look big” by using IVR,

extensions, auto-attendants, and other capabilities.

Configuring Virtual Office takes minutes and does not require technical

expertise.

With Virtual Office, users do not need to own IP phones or ATAs, as all calls are

routed to their existing mobile or fixed line phone numbers.

The user has the option to configure a flexible active period for calls, and

forward after-hours calls to Voice Mail.

All IVR prompts can be recorded online or uploaded from a file.

Virtual Office can be added to the user’s existing telecom services; there is no

need to discontinue services from their existing provider or port phone

numbers.



Key Features and Benefits

Virtual Office key benefits include:

No hardware or software needed

Options to use brandable softphone or IP phone

No installation required

Unlimited amount of virtual extensions

Users can purchase DID numbers from you via the Virtual Office web interface

Configurable voice prompts, recorded from a web interface or uploaded from file

Voicemail to email

Fax-in and Fax-out (Fax to Email and Email to Fax)

Dial by name Directory and Auto-Attendant

Simultaneous ringing

Call announcement

Dial Out

Automatic invoicing

Credit Card and PayPal payments

Configurable packages (discount, tariffs, subscription plans)

Modern and intuitive web interface

Integration with our TeliGlobe™ mobile softphone solution

Integration with Telinta’s WebRTC solution

Conference service

Integration with Voice to Text service

Mobile-friendly design



Configuration Checklist

Please begin by printing the checklist shown below. Follow the system setup

instructions detailed in this chapter, checking off each completed operation on the

printed list. Please be sure to perform all of the operations (all of the boxes must be

checked), to ensure proper set-up.

Extensions configuration

Create a new extension

Add a forwarding number (or multiple forwarding numbers)

Choose forwarding mode

Enable call announcement (optional)

Choose active period for the extension

Record name greeting for Dial by Name Directory

DID number provisioning

Purchase a new DID number

Record the main greeting

Record the after-hours greeting

Choose active period for the main menu

Configure black list (optional)

Testing

Make a test call to the main DID number



Virtual Office Interface Navigation

This section describes main web interface components and navigation.

Virtual Office main screen

Virtual Office interface is divided into several main sections:

Inbox

Calls

Extensions

Fax-Out (only if this optional feature is enabled)

WebRTC (only if this optional feature is enabled)

Settings

Figure 1. Virtual Office main menu



Inbox

Inbox is a single location for all received voicemail and FAX messages. The Inbox

section has several filters:

Status (All/New/Deleted)

Type (Any/Voicemail/Fax/Voice to Text)

From

Time Frame (Today/Yesterday/Last Week/Past 30 days/Past 60 days)

Extension

A voicemail message entry contains the number of the caller, time of the call,

extension that was dialed. It is possible to attach a note to every message. To attach a

note please click on the Info icon next to the message.

Voicemail message can be saved as an MP3 file or forwarded to an email address with

audio file attached.

Figure 2. Voicemail details



A message can be played online without a need to download it. Click on the play

button next to the needed message.

Figure 3. Play button



Inbound Calls

Inbound Calls section shows all received and missed calls. The Inbound Calls section

has several filters:

Type (Any/Connected/Missed/Fax/Voicemail)


From

Extension

DID Number

Tag

A call entry contains information about the Caller, Destination, Extension and

Call Duration.

Figure 4. Inbound Calls page

Please click on the Information icon next to the call entry to see detailed call

information and quickly block the caller.

NOTE



The list of calls can be exported as a CSV (Comma Delimited) file. Please use the

Download List link at the bottom of the page

Figure 5. Detailed Call information

The Calls Main Menu item has a missed calls page. To reset the amount of the calls

shown in the bage please proceed to the Inbound Calls section, select Missed from the

Type drop-down list and click Apply.

Figure 6. Missed calls page



Outbound Calls

Outbound Calls section shows the calls that were made by the extensions. The

Outbound Calls section has several filters:

Type (Connected/Missed)


To

Extension

A call entry contains information about the Caller-ID, Destination, Extension

and Call Duration.

Figure 7. Outbound Calls page



Faxes

Every number assigned to a Virtual Office installation can be used to receive Faxes.

No special configuration is required. All incoming fax messages can be viewed in the

Inbox (you can use a filter to show only Fax messages).

NOTE

In order to receive a Fax message, the DID number must be Fax capable. Both T38 and

G711 pass-through Fax transmission technologies are fully supported.

In addition to receiving Faxes, it is possible to send outgoing Faxes. To send a Fax,

go to the Fax-Out section. When the Fax is delivered it will be listed on this page.

Click on the Send button to send a Fax. 5Fax messages must be in PDF or TIFF format;

the PDF file should not be encrypted.

Figure 8. Sending a Fax message

IMPORTANT

Outbound Faxing is considered as an extra service. Service providers can opt to charge

additional monthly fees for this functionality.



Extensions

Extensions are an important feature of Virtual Office, enabling your small business

customers to reap the benefits of a PBX system without the cost. An extension is

normally a short 1-3 digits number within our Hosted PBX solution. Virtual Office

extends this concept and introduces two extension types:

Department extension

Employee extension

Department extension is a one or two digit number that can be used to initiate a call to

group of numbers (huntgroup). For example, the caller hears a welcome message

"Welcome to our company. Please press 1 for support, press 2 for sales." When the

caller enters 1, the call is forwarded to a group of up to 5 phone numbers that start

ring simultaneously.

Employee extension is a three digit number used to call an individual employee’s

phone number.

Every extension in Virtual Office forwards calls to one or multiple phone numbers. User

of Virtual Office does not need to have access to the Internet, install a softphone or

purchase any type of VoIP equipment. Configuration of IVR takes only several minutes.

NOTE

Virtual Office automatically creates two extensions: 0 and 8. Extension 0 is used as the

main "CEO" extension, it inherits customer’s main number (default redirect number)

that was used during signing up. Extension 8 is used for Dial by Name directory. The

default extensions cannot be deleted.



Adding a new Department extension

Step 1: Click the Add Extension button. Choose the extension number, enter the

extension name and enter the three digits PIN (it will be used to check Voice Mail).

Figure 9. Adding a Department extension

Step 2: Click the Add a forwarding number button. Enter the forwarding number or

select an employee extension, define ring time and click Create.



Figure 10. Defining a forwarding number

Step 3: Choose forwarding number schedule from the drop-down list. It contains

predefined values: 24/7; M-F, 9-5 (Monday-Friday, 09:00 AM - 5:00 PM); Sat & Sun, 9-

5 (Saturday and Sunday, 09:00 AM - 5:00 PM); Custom schedule (allows to define your

own period). If the call comes during the "after hours" period, it will be automatically

sent to Voice Mail.

Figure 11. Defining forwarding schedule



Step 4: Define additional forwarding options. Virtual Office can announce calls. For

example, the call is sent to the support department extension. Support team member

answers the call, but it is not immediately connected. Instead, the caller is put on hold

and IVR announces to the support team member the phone number of the caller and

the extension number to which the call was sent. Support team member after it can

press to accept the call or press to reject it. This enables call screening.

Figure 12. Additional forwarding options

Step 5: Select the forwarding mode:

In order one by one (the numbers/extensions will be dialed one by one)

In random order one by one (a random number/extension will be selected)

All numbers simultaneously (the numbers/extensions will be dialed

simultaneously). This option will be available only if the extra feature is enabled.

Figure 13. Forwarding mode



If you want to change the order of the forwarding entries please click on the Re-order

button , change the order of the entries and save the changes.

Figure 14. Changing the forwarding order

Step 6: Define Voice Mail processing options. It is possible to set one the following

Voice Mail actions:

Forward (the message will be deleted from the local inbox and sent to a remote

email address)

Copy (the message will be forwarded to a remote email address, a copy of the

message will be kept in the local inbox)

Notify (the message will be kept in the local inbox, a notification will be sent to a

remote email address)



Figure 15. Voice Mail forwarding options

TIP

You can define multiple email addresses separated by comma.

NOTE

Virtual Office supports Voice to Text service. This service allows users to receive a

transcription of the Voice Mail message, instead of the audio file. Voice to Text is

considered as an optional service. Service providers can opt to charge additional

monthly fees for this functionality.

Step 7: Record Voice Mail greeting. Click the New Greeting button and choose one of

the options:

Upload greeting

Record greeting

You can upload an existing recording to be used as a greeting. The file should be in

MP3 or WAV format. Maximum file size is 2 Mb.



To record a new greeting you should have a microphone connected to the computer.

Your browser must be HTML 5 compatible or have the latest Adobe Flash Player™

installed.

Step 8: Record the extension name. This recording will be used in the Dial by Name

directory.

Figure 16. Recording a new greeting



Adding a new Employee extension

Configuration procedure is similar to adding a new Department extension. The only

difference between a department extension and an employee extension is the amount

of digits (3 for an employee extension and 1 for a department extension).

Please check the previous chapter for configuration instructions.

Figure 17. Employee extensions



Using TeliGlobe™ to make and receive calls

Every Virtual Office extension can be registered on TeliGlobe mobile dialer. It will give

the end-user multiple benefits:

Easy outgoing calls with masked Caller-ID

Free inbound calls (no need to pay for VoIP termination)

To enable this option the user should mark the SIP Phone check box on the extension

edit page.

Figure 18. Enabling the SIP Phone feature

As soon as the option is enabled and the changes are saved a new SIP Phone section

will appear. Under this section it is possible to provision the Mobyx softphone. Simply

scan the QR code or enter login and password manually.

NOTE

If the SIP Phone option is enabled, the extension can be registered on any VoIP device

or softphone, not only on Mobyx.



Figure 19. Provisioning Mobyx

WebRTC

Every Virtual Office extension can be registered on our WebRTC solution. WebRTC is a

cutting-edge technology that eliminates the need for special software to make or

receive VoIP calls. A compatible web browser is needed.

WebRTC will work with Google Chrome (Windows, Mac, Linux), Chromium (Windows,

Mac, Linux), Firefox (Windows, Mac, Linux), Opera (Windows, Mac, Linux), Google

Chrome (on Android).

To enable this option the user should choose an extension under the WebRTC section.



Figure 20. WebRTC dialer

IMPORTANT

WebRTC is considered as an optional service. Service providers can opt to charge


NOTE

WebRTC will work only if the SIP Phone option is enabled.

The drop-down list on the WebRTC page will show only those extensions which have

the SIP Phone extra enabled.



Figure 21. The WebRTC page

Dial by Name directory

Dial by Name directory is a convenient way of reaching a person without knowing their

extension number. New extensions are added to the directory automatically. You

should only define the extension first name and last name.



Figure 22. Dial by Name directory

The caller can dial and then use their touchtone keypad to dial the first three letters

of the employee’s last name.

For example for the last name "Doe" the caller should dial .



Call Recording

Call Recording can be enabled for every extension. In the extension edit menu, mark

the Call Recording checkbox and save the changes. All calls to the extension will be

recorded automatically.

Figure 23. Call Recording

Recordings can be downloaded under the Calls, Recorded Calls section.

Figure 24. Recorded calls section

NOTE

Call recordings are kept for 60 days.

IMPORTANT

Call Recording is considered an optional service. Service providers can opt to charge




Dial Out

Dial Out is useful if a Virtual Office user wants to mask his phone number when calling

somebody. For example if a doctor calls a patient and he doesn’t want to show his real

mobile phone number, he can show his office’s main phone number instead.

Figure 25. Adding a Dial Out number

The Virtual Office user will call the access number defined on the Dial Out page from a

registered phone and then dial the destination number.

The list of Dial Out calls can be checked under the Calls, Dial Out Calls section.

IMPORTANT

Dial Out is considered an extra service. Service providers can opt to charge additional

monthly fees for this functionality.



Conference Service

Conferencing can be an important value added service for any business customer. The

conference service can be configured under the Settings tab, Conferences section.

The Virtual Office user can add a new conference room and define the needed options:

Name: A text description of the conference room.

Start date/time: Specifies the date and time when the conference will start. By

default, a room can be used right after its creation.

Maximum participants: Specify the maximum number of participants who can

enter the room. The Moderator can enter the room anytime, even if the limit was

reached.

Mute options: Specify the muting policy for the room.

Announce name: Announces the name of a new participant who enters the room.

Announce joining/leaving: Plays announcement when a participant joins or

leaves the room.

Conference recording: Activates the conversation recording. Call recording can

be enabled automatically (Auto mode) or manually by the conference moderator

(On request mode). The recording is available for download in MP3 format

during 14 days.

Announce participants: At the time of joining the conference, the IVR announces

the number of participants in the room.

Figure 26. Adding a conference room

When the room is added it will be assigned an extension number and will appear in the

Other Extensions section. Any Virtual Office extension user can dial the conference

room number internally or a DID number can be forwarded to the conference

extension.



Figure 27. Conference extension

IMPORTANT

Conference is considered an optional service. Service providers can opt to charge


Emergency Calls

You can define address information for your DID numbers and assign extensions to

them to show the selected number as CLI in emergency calls and report the configured

location during a call to an emergency service operator. The DID number selected in

extension settings will be used in all other outbound calls. This option can be

configured under the Settings tab, on the Emergency Calls page.

The configuration steps:

1. Enable the SIP Phone extra on the Settings -> Extras page.

2. Go to Settings -> Emergency Calls.

NOTE

If you have just enabled the SIP Phone extra, please refresh the page to see the

Emergency Calls page. If you still do not see this page, please contact your service

provider.

3. Click on Edit next to the needed DID number.



Figure 28. Emergency Calls

4. Fill in and save the address information.



Figure 29. Address information

5. Select the DID from the list and save the changes. You can select the needed DID

number from the extension record drop-down list or drag the icon on the left side and

drop it under the DID number header to select the needed location.



Send Extension Details

You can send an extension SIP registration details plus a QR code via email to users

without access to the VO portal.

If the SIP Phone extra is enabled, you will see the Send extension details button next to

the QR code.

Figure 30. Send extension details

Once clicked, a new modal window will appear where by default an email address of the

https://druptest.telinta.com:8082/vo/304246/extension/invite/284841



extension is specified. It can be modified manually if needed. In addition, the window

will show you a text area which is the body of the email to be sent.

Figure 31. 'To' and 'Body' of the 'Send extension details' email



Settings

Greetings

Virtual Office enables the use of several greeting types:

Main Greeting (is played during business hours)

After hours greeting (is played when the IVR is not active)

Main greeting can be uploaded or recorded. The file should be in MP3 or WAV format.

Maximum file size is 2 Mb.

To record a new greeting you should have a microphone connected to the computer.

Your browser must be HTML 5 compatible or have the latest Adobe Flash Player™

installed.

By default IVR is always active. It is possible to define the needed active period.

Figure 32. Main greeting configuration

TIP

One main greeting can be used for multiple DID numbers.



Music on Hold

Music on hold is played to the caller when the call is transferred to an extension. There

is default music on hold file already uploaded. The Virtual Office user can upload their

own file. The file should be in MP3 or WAV format. Maximum file size is 5 Mb.

Figure 33. Music on Hold configuration



DID Numbers

DID numbers section allows to manage the DID numbers. It is possible to define the

action for a DID number and manage Caller-ID.

Figure 34. Managing the DID numbers

Every DID number can have one of three mode:



Figure 35. Custom Configuration mode

To order a new DID number, click the Add number button, choose the number type

(toll free or local number), choose a country, state and rate center.



Account

This section allows users to perform online payments and manage personal

information:

Change password

Change company name, first name, last name and address

Change credit card information

Make online payment

Change web interface language

Adjust time zone

Figure 36. Account section



Making a payment

The payment can be made on the Account page in corresponding section. To make the

payment please make sure to enter your credit card information in the Billing

Information section first. You can select to pay the amount equl to current balance or

enter the amount manually.

The paid amount will be credited to your balance immediately.

Figure 37. Online payment

NOTE

PayPal payments may be not always available. Please contact your service provider to

learn more about the supported payment options.



Call Block

This section allows users to manage a black list of numbers. This call block list can

include individual numbers or area codes. If the caller’s number is on the black list,

incoming call to that DID number will be automatically dropped. The call will not be

shown in the Inbox. It is possible to exclude specific numbers from the black list. For

example you can block the 1800 area code, but exclude the number 18003569377.

Figure 38. Call Block managing

NOTE

Call blocking is effective for all your numbers.



Extras

This section allows users to manage additional services. When the Virtual Office user

orders a new service, he will be charged an activation fee (if any) and recurring monthly

fees. As soon as the feature is enabled, please make sure to log out and log in to the

portal.

The following features are considered as extras:

Call Recording

Simultaneous Ringing

Email To Fax

Dial Out

SIP Phone

WebRTC

Voice To Text

Conference

Individual Number Settings



Figure 39. Extra features



Users

This section allows adding new extension users. Virtual Office administrators can

create new accounts for extension users. An extension user can login to the web

interface to check their voice mail messages, list of recent calls, call recordings,

manage forwarding configuration for their extension and send faxes.

Figure 40. Adding a user

Extension users can login into Virtual Office at the same link. When a new extension

login is created the user will receive an email with one-time login link. Following the

link will allow to change the password.

NOTE

A user can have an access to multiple extensions.

user guide - telinta, inc. · telinta virtual office user guide virtual office 5 about virtual...

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