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Exploring the settings and options available in the homeXtend Plus application   The button or wrench icon (iOS) at the top right of the screen opens up a menu which contains Settings. Pressing this bring you to a series of nested menus that allow you to control some of the options for your service.     Account setup   This screen displays your username and provides a couple additional options.     Support   This opens a browser with additional help materials for homeXtend Plus.     Call control options   This grants you access to a menu of various call settings you can use to change features on your residential service. These settings affect calls to both your home service and the homeXtend Plus client. The setting names and layout vary somewhat between Android and iOS.     Anywhere   Note: The Anywhere service must have the first Location section configured with your mobile phone number entered as the Phone Number in order for the Call-Through feature to work. This is required to help matchup the call from your mobile phone to the special service number(s). This Location should NOT be set as Active or your will receive both a call to the client and a cellular call to your mobile number at the same time. You can however set this first Location to Active if you also use the local DND option, so you don’t get two calls to your mobile phone.   This section allows you to create up to three locations that are useful for utilizing the Anywhere functions: Phone Number: First location must be your mobile number. Active: If the Location is Active, calls will also be routed to the Phone Number. Description: This field is a name you want to give this Location and will help identify locations. Call Control: For future use. Diversion Inhibitor: When enabled, this option will prevent calls that the residential service sends to your mobile phone from being diverted to your mobile phone company’s voicemail when the first Location is Active. However, most phone companies do not support this option. Answer Confirmation: When enabled, this option prevents your mobile phone company’s voicemail system from answering and accepting the call so that voicemails are left on your residential service if you have this Location set as Active. When your mobile phone company’s voicemail system answers the call, the systems prompts the voicemail platform (or any caller) to enter a touch tone to accept the call, which the voicemail system won’t do. This allows sufficient time for your residential service’s voicemail system to pick up the call instead if the call goes unanswered. Outbound Alt. #: Enter a secondary phone number where you want calls to ring to instead of the main location number if you have this Location enabled. The main Phone Number will not ring in this case.   Anonymous Call Rejection   When this is activated, your residential service will automatically reject unknown and anonymous numbers.     Call forwarding   There are a handful of call forwarding options available:   Always Use this button to configure and enable or disable this feature by sliding the button on. The last number entered here as a forwarding number will be remembered, or a new number can be entered. Touch On/Off to enable/disable this feature. Ring Splash will cause your home phone to ring briefly as a reminder that you have your residential number forwarded. Busy Use this button to configure and enable/disable this feature. The last number entered here as a forwarding number will be remembered, or a new number can be entered. Touch On/Off to enable/disable this feature. If Call Waiting is enabled, Call Forwarding When Busy will not take effect until you have two calls established – one active and one on hold. If Call Waiting is disabled, this forwarding option will take effect as soon as you have one active call and any subsequent calls will be forwarded. No answer Use this button to configure and enable or disable this feature. The last number entered here as a forwarding number will be remembered, or a new number can be entered. Touch On/Off to enable/ disable this feature. Choose the number of rings to allow before calls are forwarded to the destination number. If this feature is off, unanswered calls will forward to voicemail. Not Reachable  Use this button to configure and enable/disable this feature. The last number entered here as a forwarding number will be remembered, or a new number can be entered. Touch On/Off to enable/ disable this feature. This feature is ideal to use in case your home service becomes unavailable and you want those calls routed to another number. If this feature is off, calls will be sent to voicemail if your home service becomes unavailable and you have the homeXtend Plus client set for local Do Not Disturb.       Calling Line ID Delivery Blocking   This setting can be used to conceal your outbound Caller-ID. When enabled, all your calls from your residential service will appear as an anonymous caller to those you dial.     Calling Name Retrieval   Your residential service provides Calling Name delivery automatically. In some cases this setting can help fill in information where calling name might be missing, but many wireless carriers do not provide this and calls will appear as WIRELESS CALLER or a suggested City/State of the source number.     Calling Waiting   Your residential service includes the Call Waiting feature. This allows you to receive a notification when someone is calling you while you are already on a call. homeXtend Plus will show the calling information about the second call to help you decide if you want to answer that call. If your home phone has a Caller ID display, you can see information about the second caller as well. You can then either ignore the call or you can answer the second call which places the first call on hold. Some home analog phones can’t provide the Caller ID on Call Waiting feature which may cause a modem sound to play while you are on a call. Disabling the Call Waiting feature will prevent this.     Do not disturb   The single slide button here will enable and disable do not disturb mode, handling all incoming calls as if you were busy. All calls to your residential service will be sent directly to voicemail.     External calling line id delivery   When enabled, this setting allows you to see Caller-ID information for calls placed to external callers if provided by the network.     Internal calling line id delivery   When enabled, this setting allows you to see Caller-ID information for calls placed to other service lines you may have on your account.     Preferences   This will provide access to a series of menus to further tailor your application. The various options are different between Android and iOS.   Sound preferences   Ringtone – Android and iOS:  You can select the ringtone for this application here. Sound – Android Only: This section lets you set specific sound settings and adjust microphone levels.     Network   This opens a new menu with additional network options including SSID restrictions.     Other   Some additional controls are found here: Contact sort order: This defines the order in which the first name and last name are preferred in the homeXtend Plus contact list. Other – Android Only:  This allows you to control proximity sensor usage. Controls – Options are Different Between Android and iOS: This opens up the Mobile Call settings, so you can enable or disable vibration, do not disturb access, and other periphery features on Android. On iOS, a setting for headset integration can be found. Troubleshooting log (Android) – Log SIP Traffic (iOS): This will allow the system to write a log of network traffic and other troubleshooting information that might be needed for support purposes. Language: Select the display language here. It will default to the display language of the smartphone.   DNS Lookup   Don’t cache – Android Only: When activated, this will force a new DNS resolution of the account every time the network changes between Wi-Fi and mobile data, as well as before every reconnect.   About   This will display version information about the particular build of the software you are running.   Usage   This will display information about this application’s usage, such as Talk times and Call counts. You can reset this data with the Reset key.   Provisioning   Once you initially login, settings and data like call history are maintained as you use the application. During troubleshooting, you may be requested to use one of these options to help restore options. Reset Application (Android) – Logout (iOS): If you need to do a complete refresh of settings and data, this option will reset everything and log you out. Defaults will be applied when you log back in. This does not affect Contacts as those are stored in the phone contact list. Reprovision (Android): This option causes any server provisioning data to be reloaded without resetting options or removing data. ... View more

How to log into your Call Center Supervisor Client     When you have been licensed as a Call Center Supervisor, many of your features are accessed on a separate web interface called the Supervisor Client. This article will explain how to log in and what you can do.     Setting Up Your Credentials   The first thing you will need to do is sync your Customer Admin Portal credentials with the services to allow your access. Your username will be [your 10-digit phone number]@corpglobal.net and your password will be the same as the password you use to log into the Customer Admin Portal. You can find full instructions at Syncing your Login Credentials with the Customer Administration Portal.     Find your Client URL   You can find the address for your Supervisor Client in the Customer Admin Portal on the Call Center tab. It is located behind the button at the top that looks like a chain link:       Log into the Client   Use the url and the credentials to log into the website:     How to use the Client   This video can walk you through what you can do with the Supervisor Client:   ... View more

How to Sync Your Username and Password for the Messaging     Syncing Login Credentials with the Customer Administration Portal   The information needed to log into officeXtend and other web applications is found within the Customer Administration Portal, and is based on the DID of the seat that is being used by officeXtend.   In order to set a password to log into the application or soft client, you must first log into your Customer Administration Portal: Log into the Customer Administration Portal using the username and password that you set up. If you have not set up a username and password, your administrator can send you a link to build it. NOTE: If you are updating your password, you cannot reuse the last 4 passwords you've previously used. If your role is End-User, you will only see services and seats assigned to yourself. Admins will see everything. Locate your seat in the My Extension section under Services (End-User) or in the Locations section (Admins). Next to the extension you will see a figure with a key. Press this icon. Follow the Password Sync window instruction. The Password Sync function will write the same password you use to log into the Customer Administration Portal to officeXtend. Your officeXtend username is your_ten_digit_phone_number@corpglobal.net. These credentials will be the same for other web interface services, such as Call Center Supervisor Client and Receptionist Soft Console:     ... View more

To maintain smooth push notification, disable battery optimization in the device settings. This prevents interference and ensures the smooth receipt of push notifications.     Most Android smartphones optimize battery by putting the network interfaces in a low consumption mode. This optimization has a significant negative impact on push notifications. Disable battery optimization for the apps in your Android device settings so that receiving incoming calls via push notifications is not impacted.   The following sections explain the steps to disable the battery optimization for our apps including nCommand+, and OfficeXtend.     Google Pixel   To change the battery optimization setting: Go to your phone Settings. Tap Apps & notifications > Advanced > Special app access > Battery optimization. If your app is listed as Optimized,  select the app > Not Optimize > Done.     Samsung   To change the battery optimization setting: Go to your phone Settings > Application. Select a three-dot menu (top right corner). Select  Special Access > Optimize Battery usage. If enabled, toggle the switch of the desired app to disable.     Huawei   To change the battery optimization setting: Go to your phone Settings > Apps > Advanced Select Ignore optimizations. Press Allowed and select All apps. Look for the desired app on the list and set it to Allow.     Huawei P30 or P30 Pro   To change the battery optimization setting: Go to your phone Settings. Select Battery > App launch > the desired app. Toggle Manage automatically to Manage manually. On the dialog box, ensure the following options are toggled: Auto-launch Secondary Launch Run in background.     MIUI   To change the battery optimization setting: Go to your phone Settings. Select Additional Settings > Battery & performance > Manage apps' battery usage. Choose apps and select the desired app. To change the location access setting: Go to your phone Settings. Select Additional Settings > Privacy > Location. Ensure that you are using High Accuracy for Location Mode and also allowing location access. Configure the app so it can use GPS in the background.     Sony   To change the battery optimization setting: Go to your phone Settings. Select Battery. Select the (...) menu in the top right corner. Select Battery optimization > Select Apps. Select the desired app to disable battery optimization.     LG   To change the battery optimization setting: Go to your phone Settings. Select Battery & power saving > Battery usage > Ignore optimizations. Turn on to ignore battery optimization for the desired app.     One Plus   To change the battery optimization setting: Go to your phone Settings. Select Battery > Battery optimization. Switch to the All apps list (top menu). Select the desired app and choose Don’t optimize.     Motorola   To change the battery optimization setting: Go to your phone Settings. Select Battery. Tap the menu in the top right corner. Select Battery optimization. Tap Not optimized. Select All Apps. Look for the desired app on this list and select Don’t Optimize. Select Back to return to Settings. Select Battery Turn off Battery Saver Mode*. * When the battery level of your Motorola device drops below the low level (15% by default), the battery saver mode automatically starts and ignores the battery optimization setting, so steps 8 to 10 are advisable.     Other Android devices   For other Android devices, the settings may differ. If you do not see your device on our list, select Battery Optimization or a similar option and apply them to fix the issue with faulty tracking of the nCommand+, or OfficeXtend application. ... View more

How to find your tracking information on your orders   In Atlas, you can find tracking information for customers orders in the Customers tab: Find your customer in the Customers tab and open their record. Select Orders from the drop-down menu at the top. When you find the order, if it has a truck icon on the right hand side, the order is in flight. Click on the truck icon to open the tracking information on the delivery company's website.       ... View more

Downloadable resources for partners   Yealink device information PDF ... View more

Recording Auto Attendant messages through a phone call   Currently, prompts for Auto Attendants must be recorded separately and uploaded. In this release, the ability to call-in and record an updated prompt is being added. In order to enable this feature, a passcode must be set for access to the Auto Attendants. To do this, go to the Enterprise settings and choose Auto Attendants in the menu. Click the gear icon to get to the settings:     Then enter a passcode:   On an Auto Attendant that has an external number, edit one of the menu options to transfer the call to extension 2001 and save the new menu:     Once enabled, call the Auto Attendant from an outside number, enter 2001 as the extension and the passcode at the prompt, enter option 1 to configure an Auto Attendant and then follow the prompts for changing the prompt on a specific Auto Attendant. ... View more

How to configure more advanced email branding in Atlas Partner Setup     Google will enable blocking on April 1st, 2024. This will likely impact many of your customers that are using gmail. It is highly recommended that you implement the following procedure to ensure emails sent by the Customer Administration Portal can be received by your customers using that are using gmail.     Many operations within the Customer Administration Portal trigger emails to your customers. A new Email Domain Setup tool has been added to Partner Setup that allows you to create a subdomain that we use to send those customer emails from. The new setup provides a number of tools for supporting SPF, DKIM and other email settings and helps you perform the domain validation. SPF and DKIM records are especially important now and will help prevent emails from being blocked by services such as Google.   To start, go to the Partner Setup tab in Atlas and then double-click your row name to load your partner settings. Then click on the Branding circle and then click the Email Domain Setup tab. Click Add Domain and enter a subdomain of your main domain to use. This will be used as the from for emails sent to your customers. You will need to add this subdomain to your DNS records since this will be a subdomain off of your own domain:     After entering the subdomain, you can then choose to verify it:     Once you click Verify, the SPF, DKIM, MX and CNAME record information will be generated for you. Initially, everything will show as unverified:     Enter the information above into your DNS records for this subdomain. Click Verify DNS Settings any time you make a change to confirm you've completed those steps. The Current Value column will be replaced with the data we are able to verify.   When everything is complete, all sections should show Verified in green. You are now ready to use this subdomain.   Go back to the main Email Setup Domain tab where your subdomain is listed and move the slider to Active. Any customer emails will then be sent using your new subdomain as the from address. ... View more

Important Billing-related actions in the Customer Admin Portal   In October 2023, we will no longer send out paper invoices, instead, you can log into the Customer Admin Portal to see your current and past invoices in the Billing section:     To View Bills (Administrators only)   To view bills execute the following steps: Go to Billing, then select Past bills. Select the month you wish to view and select View Bill. This opens a PDF in your browser showing the invoice details.   To Assign a Billing Contact (Administrators only)   The Billing Contact is one of your users who has been designated to receive Invoice Ready notifications and any other communications that might pertain to billing: Go to Administration, then select Administration and Access. Select which user you'd like to make as your Billing Contact and press Set as Billing Contact.   Now this user is established as your Billing Contact for the account. ... View more

How to convert your customers to Sinch Calling with Webex   Getting ready to sell Cisco Webex Review your Partner Setup New Sales Converting existing customers Converting existing nCommand Plus users Converting existing nCommand users   Getting ready to sell Cisco Webex   Make sure to read the FAQ for information on becoming a Cisco Partner which is required to sell this solution.   There are no sales commits to Cisco or anything like that as you will be buying through us. Cisco requires you become a partner as you have the direct relationship with the end customer. We will be your primary for buying, provisioning and supporting Cisco Webex services. Additionally, make note of the end user license and privacy data information that you must pass on to your customers.   Review your Partner Setup   Make sure to review Partner Setup where the new Calling with Webex products have been added to your Products & Services. Pricing has been defaulted, so contact your sales representative for any changes. Additionally, as noted in the FAQ, you must comply with Cisco brand requirements for naming your Webex seats. These must be of the form "Product Name with Webex".   New Sales   For new customers, you will automatically have the choice of adding any mix of current seats and the new Webex seats to users. The Premium/Professional seats will be limited to supporting only nCommand Plus (or officeXtend).   Note: nCommand (Voyant Connect) is no longer supported for new or add-on sales going forward.   Converting existing customers   We've made getting your existing base converted to Cisco Webex easy to do with a few simple steps that follow our normal Atlas provisioning model. There are several steps involved, but the goal is to allow you to convert users with the minimum amount of disruption to their business.   Converting existing nCommand Plus users   If you have a customer that is using nCommand Plus today, converting to Webex is easy. Here are the steps: When viewing any existing customer in the Atlas Customer's tab, a simple Enable Webex button will be front-and-center. Clicking Enable Webex simply prepares this customer account to be upgraded. Users can still use nCommand Plus during this process. Besides allowing for migrating existing users, completing the conversion also allows you to place add-on orders for this customer and add new Webex seats:   Once the Enable Webex operation is complete (usually within a few minutes), the next step is to use the Change Package option in Atlas in the Customers tab. The Webex options will now be available to choose from in the list of seat types. Upgrade the seat package as usual and allow that to complete. Again, users can still continue to use nCommand Plus during this process. For the users that were upgraded, they will need to have real email addresses assigned in the Customer Administration Portal in the Administration and Access menu. Each user can only have one phone number assigned as well in case you have multiple extensions/phone numbers assigned to the same user. You will need to create separate users for each and assign each user a different email address, then use the Reassign option in the Manage Phone System (Locations) section to assign those services to the new users, ensuring each user only has one seat assigned. NOTE: If doing a test account or demo for a customer, DO NOT USE their main email address. Many email servers support a form of aliasing in which a user, such as bob.smith@example.com can also receive emails sent to bob.smith+testing@example.com. The + and anything after are stripped by the email server, and this will create a unique email ID for the purposes of using it for a login username. This will help prevent conflicts later when you migrate the real customer account. Once you have the users all set, in the Manage Phone System section, click the green Enable Webex button. This is the final step in the process. Here you can select individual users, whole groups or the full enterprise to enable for Webex. This gives you control over your rollout of Cisco Webex to your base:   Select the users you want to upgrade at this point, then click Upgrade. This process will take a few minutes to complete. Click Refresh to periodically check on status. NOTE: Do not attempt to do other operations in Atlas like DID swaps or anything else until this upgrade process completes. Once completed, users can download the apps (we'll provide the link for the desktop version - mobile and tablet versions are in the respective stores). Users will need to create their Customer Administration Portal account if they haven't already. Their email address will be their login user name, and the password set during their Customer Administration Portal account creation will be their password (same password they are using for nCommand Plus if they had an existing account). Logout of nCommand Plus, then login to Webex and begin to explore all the new features.   Converting existing nCommand users   nCommand is no longer supported. nCommand users must be switched to either nCommand Plus or to one of the Cisco Webex packages following the migration steps above. The Cisco Webex packages will provide the messaging, presence and desktop sharing features once again, though in a significantly better solution than nCommand. ... View more

Voice portal passcodes must adhere to these policies   The following rules must be followed or your passcode will fail: Passcode should be at least 4 to 8 characters Passcode should not be the extension or the phone number or their reversed values Passcode should not contain more than 3 repeated digits Passcode should not have more than 3 sequentially ascending or descending digits Passcode should not be a repeating pattern Passcode should not be the current passcode or its reversed value ... View more

This guide is intended to act as a quick step-by-step process outline for customers utilizing the MS Teams integration with their existing UCaaS IP phone deployments who want to add or remove users from the Teams deployment.   Important: Adding or removing new users without following these steps in the correct order can lead to compounding issues that take time to resolve. Please be sure to read the document carefully to avoid problems.   Note: This guide assumes the customer account has already been setup by the Inteliquent onboarding team and is ready to add or remove users as needed. If you need to have your account setup, please contact your account management team to discuss further. Customer Requirements for Adding Users Microsoft O365 admin access Azure Active Directory (AAD) admin access Ribbon Connect portal access Customers will also need the correct licenses on a user-by-user basis including the correct Microsoft Business License. E1 or E3 License (per user) Phone system license (per user) OR E5 License – This includes the needed Phone System License (Per User)   Legacy ANPI Customers (CAP) Adding New Users Customers who wish to add new users to their Teams environment can follow the steps below to ensure the user is added correctly. Purchase the needed license for the user (E5). Build the new user profile in your O365 and Azure AD. Ensure you use the same email address in each applicable field or the sync with Ribbon will not work. Ensure the email you use is in the correct domain. Log into the Ribbon Connect portal for your account and perform a sync. Submit a ticket to Inteliquent Support at (support@inteliquent.com) or (1-866-629-8200) requesting we configure the new user for use with Teams. Include the following. User name or 10-digit phone number. User email address (MUST match the email in the Azure AD/O365) Voyant will request another sync in Ribbon when the user has been built. Once the sync is done, the user should be ready to use their Teams integration. If the user’s email in CAP differs from the email they are going to use for Teams, the CAP entry MUST be edited to match. Any customer CAP Admin should be able to make these changes manually. Removing Users Due to how the ANPI network communicates with the Ribbon Connect portal, it is CRITICAL that these steps are followed correctly.   Important: Removing users from the Azure AD or O365 environment before they are disabled on the Sinch side will result in sync issues with your licenses and will continue billing which will in turn require additional time and support to resolve.   Please follow the steps below when removing users from your Teams deployment. Submit a request to ANPI support requesting they remove the Teams function from the user(s) in question. Include the user name or 10-digit number. Once ANPI support confirms removal of the user, you can safely remove the user from your Azure AD or O365 environment. ... View more

Updates and enhancement to the voice portal     Enhanced Support Portal for easier issue reporting   On August 29, 2023, we are making an exciting new change to the Inteliquent portal to help make submitting support issues easier. Instead of choosing Trouble Ticket or Case creation, you now can choose your problem type and we will route the support issue to trouble tickets or cases. The support issue will route based upon the problem type chosen as shown below:   Simplified Issue Reporting     The problem type list will include all the trouble ticket issue types as well as all the case problem types.   Steps to report an issue: Choose a Problem Type from the drop down. Click NEXT and you will be routed to Support Case OR Trouble Ticket. Enter all pertinent information and hit CREATE. Your ticket or case will be created and appear in the TT List or CASE List:       Expanded case visibility   In addition, you will now be able to see the following case types: Message Use Case Customer Success Toll Free Portal Support You can search by Case Type as well to filter by specific case types as listed above. We encourage you to explore these new features and experience the improved support portal. If you have any questions or need assistance, please don’t hesitate to contact us at portal_support@inteliquent.com.  ... View more

New features and updates for the customer administration portal   On May 17, 2023, the Customer Administration Portal will be updated with enhancements and fixes.     Updates for the Customer Administration Portal   Improved Hunt Group load times Significant improvements in the Hunt Group configuration page load time have been made especially for customers that have a large number of Hunt Groups configured.   Administration and Access page number retained during editing Now when making changes to users in Administration and Access, you will be returned to the same page you were on instead of moving you to page 1 after saving your changes.   Fixes   Cases cannot contain only spaces When commenting on an existing case, the case comments must contain actual text and cannot be just one or more spaces. The text must be more than one character.   officeXtend contact directory size fix The officeXtend client will now pull the full list of enterprise, group and personal contacts in the Call Control menu when accessing the Directories tab. ... View more