D-Link DVG-3104MS - VoiceCenter PSTN Gateway, User Manual

Page 1: ......

Page 2: ...t Administrator 25 Configure the DPH 125MS IP Phones 27 Configure the DVG 3104MS Gateway 32 Installing Microsoft Response Point Assistant 36 Starting Microsoft Response Point Assistant 40 Getting Started 41 What Is a Phone 41 What Is a User 42 What Is an Extension Number 44 What Is a Phone Line 44 What Is a Phone Service 44 Office Scenarios 45 Margie s Travel 46 Fourth Coffee 47 Southridge Video 4...

Page 3: ... the E Mail Server 100 Change the Date and Time 101 Backing Up the Base Unit 102 Restoring a Backup of the Base Unit 103 Call Routing Plans 104 Setting Up a Call Routing Plan 104 Setting Up an Automated Receptionist Plan 105 Setting Up a Receptionist Plan 106 Setting Up an Operator 107 Setting Up a Multiple Phones Ring Plan 108 Configuring Automated Receptionist Properties 111 Setting Greetings fo...

Page 4: ...ll Notifications 132 Contacts 133 Importing Contacts 133 Adding and Editing Contacts 134 Deleting Contacts 135 Voicemail 136 Setting Voicemail Options 136 Specifying How You Retrieve Voicemail 137 Setting Your Voicemail Greeting 138 Tips For Recording Your Greeting 139 Reviewing Your Voice Messages 141 In the Office 141 Out the Office 142 From an E Mail Program 143 Troubleshooting 144 Administrato...

Page 5: ...stallation Wizard User Manual and QIG System Requirements Computers with Windows Macintosh or Linux based operating systems with an installed Ethernet adapter Internet Explorer Version 6 0 Mozilla 1 7 12 5 0 or Firefox 1 5 and above for configuration Product Overview Package Contents Note Using a power supply with a different voltage rating than the ones included will cause damage and void the war...

Page 6: ...d to purchases more phones There are two different types of VoiceCenter bundles the DVX 2000MS 5 and DVX 2000MS 10 They both include one DVX 2000MS PBX Base Unit and one DVG 3104MS PSTN Gateway In addition the DVX 2000MS 5 includes five IP Phones while the DVX 2000MS 10 includes ten phones There are no additional fees or licenses required to add more phones or Gateways to the system Simply add mor...

Page 7: ...o need to run additional Ethernet cables to desktops D Link phones provide two Ethernet ports for connecting to a network and PC Setting up new phone extensions is just as easy and only takes a few simple steps to complete By D Link building a solid dependable hardware platform and Microsoft providing an easy to use phone software solution we have accomplished creating the next generation SMB phon...

Page 8: ...ne in case of a power failure telephone service outage or other problem that may inhibit you from using Response Point 811 feature By dialing 811 you can call back the last phone that was used to dial 911 This information will be stored for only 24 48 hours after 911 is dialed Note This feature may not work if the phone as not been registered with the Response Point base unit by your phone system ...

Page 9: ...tion that you upload from your contact store E mail addresses that you specify to receive voicemail attachments Bypass Receptionist phone numbers that connect directly to the extension numbers that you specify If you select the Remember logon settings check box when logging on to Assistant your credentials are encrypted and are stored on the computer running Assistant The directory is available to...

Page 10: ... that is exchanged between the base unit and Administrator or Assistant is encrypted Privacy of SMTP Servers The information that is transmitted from the base unit to your SMTP server such as a Microsoft Exchange server on the LAN or your ISP s e mail server on the Internet will be encrypted or not depending on whether your SMTP server requires encryption Information that may not be encrypted incl...

Page 11: ...system Change Default Passwords The first step toward securing Response Point is to change the default password of the base unit The default base unit password is admin which you use from Administrator to connect to the base unit Also encourage your employees to change their passwords using Assistant An employee is typically assigned to one extension number password which is used to log on Assista...

Page 12: ...cumentation for instructions on creating firewall exceptions Security Certificates When you first log on to Administrator and connect to a base unit you are asked to establish a security relationship between the base unit and the computer running Administrator If you proceed to establish that security relationship the base unit copies a certificate a digital document to the computer running Admini...

Page 13: ...tal number of contacts stored on the base unit If your phone system is experiencing reduced performance ask users to reduce the number of contacts to those names and numbers that are called frequently Issue Administrator and Assistant Can t Communicate Firewall Effects If you choose to use a third party firewall instead of the default Windows Firewall Assistant and Administrator will not be able c...

Page 14: ...rd admin to a unique password Choose a strong password that you will remember Logon and Voicemail Passwords Assistant Employees also have a password for logging on and accessing their voicemail messages left at their extension number If they have more than one extension number because they are identified as another type of user they will have a different password for each extension number For exam...

Page 15: ... trunking One touch Voice activated Dialing and Voicemail Access Automated Attendant for Directing Incoming Transfering Parking or Retrieving Calls Voicemail to E mail Forwarding 3 way Call conferencing Call Log for Tracking Phone Usage Assistant program for Incoming Call Notification on a PC and Microsoft Outlook Contact Integration Two click Backup and Restore and Device Firmware Upgrade Utility...

Page 16: ...r Manual Section 1 Product Overview Hardware Overview Connections Power Receptor Receptor for the supplied power adapter Ethernet Port Used to connect the DVX 2000MS Base Unit through Ethernet cable to your Local Area Network ...

Page 17: ...he power supply Local Network LEDs A solid light indicates a connection to an Ethernet enabled device on ports 0 4 This LED blinks during data transmission Compact Flash LED This LED blinks during data transmission Alarm LED A solid red light indicates an alert in the event viewer Power Button Used to power ON or OFF the DVX 2000MS Base Unit ...

Page 18: ...ck of the DVX 2000MS Base Unit The power LED will light up to indicate proper connection Connect one end of the Ethernet cable to the LAN Port on the back of the DVX 2000MS Base Unit and connect the other end of the Ethernet cable to a Local Area Network via switch or hub The LAN LED will light up to indicate proper connection When you have connected the DVX 2000MS to your network it should look l...

Page 19: ...n the DHP 125MS IP Phone The Power LEDs will light up to indicate proper connection Connect one end of the Ethernet cable to the LAN port on the IP Phone and connect the other end of the Ethernet cable to your Local Area Network using a switch or hub Repeats steps for additional DPH 125MS IP Phones When you have connected the IP Phones to your network it should look like the diagram below ...

Page 20: ...hone system Plug the power adapter into an AC outlet or power strip and plug the other end into the AC input on the back of the gateway The power LED will light up to indicate proper connection Connect one end of the Ethernet cable to the LAN Port on the back of the gateway and connect the other end of the Ethernet cable to your Local Area Network using a switch or hub The LAN LED will light up to...

Page 21: ...e shown in Windows XP If the CD Autorun function does not automatically start on your computer go to Start Run In the run box type D setup exe where D represents the drive letter of your CD ROM drive Note Microsoft Response Point Administrator only operates with Windows XP SP2 or Windows Vista When the autorun screen appears select Install Microsoft Response Point Administrator and click Next to c...

Page 22: ...22 D Link DVX 2000MS User Manual Section 2 Installation Click Next to continue Accept the License Agreement and click Next to continue Click Next Click Next ...

Page 23: ...23 D Link DVX 2000MS User Manual Section 2 Installation Click Install to begin the installation Please wait while the InstallShield wizard installs Microsoft Response Point Administrator Click Install ...

Page 24: ...24 D Link DVX 2000MS User Manual Section 2 Installation Installation is complete click Finish to exit the wizard Click Finish ...

Page 25: ...se Point Administrator to start the program Select the DVX 2000MS base unit you just installed and click Connect Note A few seconds may pass If you don t see the DVX 2000MS base unit listed it s likely that the base unit or the computer on which Administrator program is running is not connected properly to the LAN Make sure all cables and power cords are connected Another potential problem is that...

Page 26: ...password type the default password admin and click Connect Note It s recommended that you change this password soon for security purposes See page 89 for more information You have successfully logged onto the DVX 2000MS base unit You may now configure your IP Phones and Gateway ...

Page 27: ... configure the DPH 125MS IP Phones Click the Phone System tab at the top of the screen if necessary In the Tasks panel under Phones click Add Phone to launch the Configure Phone Wizard Select the check box confirming the IP Phone is connected and plugged in Click Next to continue Configure the DPH 125MS IP Phones Click Next ...

Page 28: ...ou still do not see the phone make sure that the phone is connected to the LAN unplug the phone from the electrical outlet and plug it back in After plugging in the phone you may need to wait at least sixty seconds before the phone is initialized and ready to be configured For this step you will add a new user and assign that user to the phone you just selected Click Assign User to open the New Us...

Page 29: ...icknames or titles of the person who will use this phone You should specify nicknames and titles if you think callers will use when asking for this user In the Extension number box change the extension number if desired and click OK to continue You have now assigned the person s name to Line 1 with the extension number you specified You can assign up to 3 additional users to this phone or click Ne...

Page 30: ...to exit the configuration wizard Repeat instructions on pages 27 through 30 to add additional phones Tip If you continue to configure more phones write down the last four digits of the MAC address located on the bottom or side of each phone along with a name for each phone such as Diane Margheim phone Having this information will help you recognize the phone and remember where each one is installe...

Page 31: ...oint button on the phone and say the name of the person you want to call in this case the name of the phone user assigned to the phones you just configured To test the phones with the Microsoft Response Point phone system 1 Using the first phone dial the extension number assigned to the user on the second phone and confirm that it rings Note It may take several seconds for the second phone to ring...

Page 32: ...figure the gateway Click the Phone System tab at the top of the screen if necessary In the Tasks panel under Phone Service click Add Phone Service to launch the Configure Phone Service Wizard Select the check box confirming the gateway is connected and plugged in Click Next to continue Configure the DVG 3104MS Gateway Click Next ...

Page 33: ...ion Select the D Link DVG 3104MS Gateway you just connected and click Next to continue Select the This Port Is Active check box Enter in a phone number or name associated with this line in the Description box Click Next to continue Click Next Click Next ...

Page 34: ...34 D Link DVX 2000MS User Manual Section 2 Installation Enter a name for the phone line adapter and click Finish to complete the configuration Click Finish ...

Page 35: ...hen the country code 1 for the United States and then an external phone number 2 Make sure the external number rings and you are connected to a person outside of your office To test the phone system with an inbound call 1 Using a mobile phone or an outside phone line place an inbound call to your office phone 2 When prompted ask for the name of the user assigned to one of the phones you previously...

Page 36: ...install Response Point Assistant Insert the VoiceCenter CD in the CD ROM drive on the employee s computer using Response Point There should be a DPH 125MS IP Phone connected to this computer The step by step instructions that follow are shown in Windows XP If the CD Autorun function does not automatically start on your computer go to Start Run In the run box type D setup exe where D represents the...

Page 37: ...37 D Link DVX 2000MS User Manual Section 2 Installation Click Next to continue Accept the License Agreement and click Next to continue Click Next Click Next ...

Page 38: ...38 D Link DVX 2000MS User Manual Section 2 Installation Click Install to begin the installation Please wait while the InstallShield wizard installs Microsoft Response Point Assistant Click Install ...

Page 39: ...ion 2 Installation Installation is complete click Finish to exit the wizard Now take the VoiceCenter CD to various computers where DPH 125MS IP Phones are located and install Microsoft Response Point Assistant on them as well Click Finish ...

Page 40: ...ur DPH 125MS IP Phone In Windows XP click Start All Programs and then click Microsoft Response Point Assistant to start the program In the Extension box type the extension number of the person who will use Assistant In the Password box type the password of the user The default password is 9999 Note See page 108 for more information on how to use Microsoft Response Point Assistant Click Log On ...

Page 41: ...d may determine features such as the display of the voice message light The features of the phone that are affected by the primary user setting vary from one phone to another Some phones do not support the primary user setting at all Refer to the phone documentation for more information For example if Rebecca Laszlo is an employee in the sales department you can assign the Rebecca Laszlo user as t...

Page 42: ...he user Diane Margheim representing the person Diane Margheim Person users are assigned to one extension number When a call is directed to a person user all of the phones to which that user is assigned will ring Group A user can also represent a group of people such as everyone in the sales department If any salesperson can take calls from customers calls can be sent to the Sales user meaning that...

Page 43: ...veral people play the role of receptionist in your business Location The most abstract type of user is one that represents a location In some cases a caller may want to reach a location such as a break room regardless of who is in the location at the time In that case you would create a location user called Break Room with its own extension number Ext 102 for example ...

Page 44: ...lo with Extension 101 may own the phone and be assigned as an alternative user Calls routed to either extension number 200 or 101 would cause the phone to ring What Is a Phone Line In Response Point a phone line refers to the physical component that transmits calls to the phone system from a traditional phone service provider In other words a phone line is the phone cable that you connect to the p...

Page 45: ... scenario similar to your office and then consider the set of features that might meet your business needs The example scenarios include the following Margie s Travel which has one large office space for travel agents who are on the phone for most of their workday Fourth Coffee which has a reception area a warehouse a shipping area and other work spaces Southridge Video which has several employees...

Page 46: ...ceptionist can t understand a caller s request Using Assistant add or import contacts into Response Point This would be useful for example so that agents can voice dial phone numbers that they call frequently such as repeat customers and travel vendors Bypass Receptionist to allow repeat customers and vendors to reach the extension numbers of familiar agents directly External Access to allow agent...

Page 47: ...ation The phone system administrator for Fourth Coffee might consider configuring the following features with Response Point Receptionist Plan so that the receptionist primarily answers incoming calls and backup plan with the owner and office manager answering calls when the receptionist is away After hours this business may want to switch to the Automated Receptionist Plan where the automated voi...

Page 48: ...ider configuring the following features with Response Point Multiple Phones Ring Plan a type of Receptionist Plan so that all phones ring when calls comes in and all calls are answered by a person After hours this company may want to switch to the Automated Receptionist Plan to provide callers information about business hours and location Using Assistant add or import contacts into Response Point ...

Page 49: ...dled A call routing plan determines who gets calls as they come into the Microsoft Response Point phone system Possible call routing plans include Automated Receptionist Plan An automated voice answers the calls and directs them appropriately Receptionist Plan An employee in your office answers incoming calls and directs them appropriately Choosing Your Call Routing Plan ...

Page 50: ... the Receptionist Plan and customize it so that if your receptionist is not available to answer incoming calls are forwarded to another user or to the Automated Receptionist You can specify that multiple phones ring when a call arrives but exclude the guest phone in the reception area You can specify that multiple phones ring when a call arrives but set call forwarding rules on one of the extensio...

Page 51: ...ministrator includes three main pages and possibly a fourth page that may be supplied by the manufacturer of your phone system The exact name of that fourth button and page will vary with each manufacturer Click the following links to see information about the three Administrator pages Phone System Page Base Unit Page Call Routing Page Microsoft Response Point Administrator you can do the maintena...

Page 52: ...s only Call history lets you monitor call activity so that you can analyze business trends patterns and expenses Click to Click allows you make calls from the Assistant by double clicking a name in the contact list Status indicators show in call and parked call status These new icons let you know if a user s phone is available in a call or has no status and if any parked calls need to be retrieved...

Page 53: ...N POTS or traditional phone service is established through a landline based connection using standard phone jacks and cables To use this voice service you will need at least one phone line adapter for Response Point to work The adapter might be a detached or built in device depending on the manufacturer When an external call comes into the phone system the phone line adapter converts incoming anal...

Page 54: ...rvice Wizard and click Finish Editing VoIP Service Edit VoIP service options by making changes to the appropriate pages of the Configure VoIP Service Wizard For example you can change the direct dial numbers for this service To edit VoIP service 1 Click the Phone System button 2 In the Tasks pane under Voice Services click Edit Voice Service To edit VoIP service 1 Click the Phone System button 2 I...

Page 55: ...sponse Point user who should receive the incoming calls associated with these numbers Calls to direct dial numbers go directly to the assigned user without going through the receptionist or Automated Receptionist For example you might want to designate a phone number that you only give to people who are potential clients which can help you target new customers In this case you can refer these peop...

Page 56: ...grading all applicable devices configured in the phone system Or you might decide to only upgrade individual phones and adapters To upgrade all or one device you ll use same wizard which opens when you click Upgrade Device Firmware on the Phone System page Before starting the wizard go to the D Link Support site Download a copy of the upgrade package that you want to apply Save the package on your...

Page 57: ...mpare the new firmware version against the current one so that you don t accidently apply the upgrade to the wrong device Upgrading selected devices is an advanced task so it s a good idea to do this with the help of a product support specialist To upgrade individual devices 1 Click Browse to find the upgrade package look for an RPU file that you obtained from D Link either by downloading it from ...

Page 58: ... leave a message when you were on vacation Calculate billable hours You can track the length of your phone calls Did you count all of the hours you spent on the phone with a particular client Collect marketing information You can analyze business trends Which customers called about your latest promotion or because of an ad you ran Viewing Call History A call history log records useful information ...

Page 59: ...show list choose the type of call to view 3 In the Show calls to and from user list choose a user to view 4 Wait for Administrator to load your selections and display the results in the Call information table 5 Click Save to create a CSV file which displays more advanced information 6 Review the following table for guidance on analyzing filtering and sorting specific call information If you want t...

Page 60: ...lable calls Incoming calls All users Save to CSV file and see Source Name Number How many minutes are spent on a call Calls of a specific duration Today Incoming and outgoing calls person user To From and Minute columns Are the longest calls placed through the most cost effective service Calls of a specific duration using a VoIP service All available calls Calls through VoIP service All users To a...

Page 61: ...g not from where the audio file begins Therefore callers waiting in park hear the same thing at the same time Note If your hardware doesn t have analog jack you will only be able to configure the default audio file To configure the built in audio file Click Play the default music To configure a custom audio file 1 Use a cable to connect your radio CD player or other sound device to the analog jack...

Page 62: ...de click Refresh at the bottom of the Tasks list For example if you just added a phone and it doesn t immediately appear on the Phone System page click Refresh to see it Options Add Phone Start a wizard to add a phone to Response Point Edit Phone Select a phone to edit and complete those wizard pages that are displayed for the editing task Remove Phone Displays a list of phones from which you can ...

Page 63: ... Edit Phone Service Displays some of the wizard pages and dialog boxes as needed to edit the phone service that you ve already configured Remove Phone Service Remove the phone service by uninstalling the phone line adapter If you have more than one phone line adapter on the phone system you will be prompted to select the one that you want to remove ...

Page 64: ...warnings about the base unit appear View Storage Space Details Displays a report on how much total storage space there is how much space is used by stored voice messages on the base unit and how much space is committed to contacts Change Password Change the base unit password Change Date and Time Displays the Change Date and Time on Base Unit dialog box The values in the base unit date and time op...

Page 65: ... copy will not contain the configuration settings and voicemail files made since the backup was created Restoring a backup also results in the phone system being down for a short time So it s best to restore a backup when your business is not likely to receive calls Refresh Update any changed reporting information on this page such as the status of the base unit storage space used or base unit pro...

Page 66: ...anual Section 2 Installation Storage space Reports the amount of permanent memory available on the base unit to store voicemail files contacts and other settings as follows Event log Reports a summary of the event log as follows ...

Page 67: ...splays the IP address of the base unit MAC address Displays the MAC address of the base unit Base unit software version Displays the version of the base unit software Base unit platform version Displays the version of the base unit platform E mail server Displays the SMTP server name Date and time on base unit Displays the date and time on the base unit as of the latest refresh Seconds are not dis...

Page 68: ...rogram Options Choose How to Answer Calls Specify the Automated Receptionist Plan or the Receptionist Plan for call handling Configure Automated Receptionist Properties Specify settings for the Automated Receptionist These include specifying that callers can ask for a directory that lists users and their extension numbers and greetings answers and questions that the Automated Receptionist can say ...

Page 69: ...or upgrades Administrator and then connects to the base unit for the first time The base unit was upgraded from another computer other than the one on which this copy of Administrator is currently running Depending on the situation an upgrade of Administrator will be recommended but optional or it will be necessary to continue Upgrade Process You may be prompted to upgrade the base unit when conne...

Page 70: ... if your phone system has many users and phones So don t be alarmed if some time passes during an upgrade In addition the base unit will restart in the process The end result of this process is that both Administrator and the base unit are upgraded to the same version The Assistant program must then be upgraded on each computer on which Assistant is installed If the version of the base unit is a l...

Page 71: ...rantee that Response Point will not delete a voice message after 15 days you should choose to receive voice messages as e mail attachments Voice messages sent as e mail attachments are not stored on the base unit and therefore they are not deleted by the base unit after any period of time When voice messages are restored from a backup any voice messages older than 30 days will be deleted If the ba...

Page 72: ... unit you can configure Response Point to send your voice messages as e mail attachments With this configuration your voice messages are stored in your e mail program instead of on the base unit How do I erase this information The Response Point product CD comes with the Erase Data program ResponsePointEraseData exe a tool that the phone system administrator can use to permanently delete all data ...

Page 73: ...e Unit button 2 Review information under the Status of Base Unit Storage Space Use and Properties sections 3 Click available options in these sections or in the Tasks panel for more information about the base unit settings Checking the Status of the Phone System If your office LAN is configured to use Internet Protocol security IPSec we recommend that you 1 Configure the Dynamic Host Configuration...

Page 74: ...e the base unit and call routing plans You ll learn step by step instructions for managing these components of Response Point and how to set up a phone system configuration that s best for your business Phones With Response Point you ll use a phone with the special Response Point button When pressed this button gives you access to features such as parking and retrieving when you say the voice comm...

Page 75: ...e page and click Next 4 On the What phone do you want to add page click the phone you just connected Note If you do not see the phone that you just connected click Refresh in the Tasks panel If you still do not see the phone make sure that the phone is connected to the LAN unplug the phone from the power source and plug it back in After plugging in the phone you may need to wait at least sixty sec...

Page 76: ...firm the identity of the phone If the options are unavailable click Next 4 On the Who will receive calls on this phone page make any changes that you want including changing the primary user of the phone and adding a new user 5 On the What do you want to name this phone page change the name if you want to do so 6 Click Finish 7 When the configuration process is complete click Close Editing a Phone...

Page 77: ...e the phone through Administrator just unplug it instead When the phone is unplugged the base unit reports that it is no longer responding and flags it on the Phone System page of Administrator However the phone configuration is maintained by the base unit so that when it is plugged back in the phone is registered with the base unit as before No additional configuration is needed To remove a phone...

Page 78: ...e User Properties dialog box To add a Response Point user 1 Click the Phone System button 2 In the Tasks panel under Users click Add user The New User dialog box will appear 3 On the Identification tab in the User type box click Person Group Job Role or Location as appropriate 4 In the Name boxes if you chose the user type Person type the first and last name and optional nicknames and titles of th...

Page 79: ...es To edit a Response Point user 1 Click the Phone System button 2 In the Tasks panel under Users click Edit user 3 In the Select a user to edit list click the name of the user that you want to edit and then click OK 4 Click the Identification tab if necessary and change options that are available for editing 5 On the Voicemail and Call Forwarding tabs make that changes that you want 6 Click OK in...

Page 80: ...em from Response Point Note You cannot remove users if they are assigned to a phone You must first edit the phone to remove the user from it and then follow the instructions that follow To remove Response Point user 1 Click the Phone System button 2 In the Tasks panel under Users click Remove User 3 Click the user that you want to remove and then click OK 4 Confirm that you want to remove the user...

Page 81: ...e individual s primary extension number To specify a person s name for incoming calls 1 Click the Phone System button 2 In the Tasks panel under Users click Add User or Edit User as appropriate 3 Click the Identification tab 4 In the First name and Last name boxes type the names callers will mostly likely use when calling this person 5 Specify a title if it is possible callers will use Note If the...

Page 82: ...speak to the Receptionist or the Secretary To specify job role name for incoming calls 1 Click the Phone System button 2 In the Tasks panel under Users click Add User or Edit User as appropriate 3 Click the Identification tab 4 In Name box type the term callers will mostly likely use when calling this user 5 Type alternate job role names in Alternate name 1 and Alternate name 2 as appropriate 6 Cl...

Page 83: ...r Lunch Room or Break Room To specify a location name for incoming calls 1 Click the Phone System button 2 In the Tasks panel under Users click Add User or Edit User as appropriate 3 Click the Identification tab 4 In the Name box type the term callers will most likely use when calling this location 5 Type other names for this location in Alternate name 1 and Alternate name 2 as appropriate 6 Click...

Page 84: ...ed Billing by some callers To specify a group name for incoming calls 1 Click the Phone System button 2 In the Tasks panel under Users click Add User or Edit User as appropriate 3 Click the Identification tab 4 In the Name box type the term callers will mostly likely use when calling the group 5 Type other group names in Alternate name 1 and Alternate name 2 as appropriate 6 Click OK in the User P...

Page 85: ...ctory 1 Click the Phone System button 2 In the Tasks panel under Users click Add User or Edit User as appropriate 3 Click the Identification tab 4 Select the List this user and extension number in the directory accessible to external callers check box 5 Click OK in the User Settings dialog box Note You can enable or disable the entire directory from the Call Routing page in the Automated Reception...

Page 86: ...so specify that the user s name and extension number are available or not in the directory To enable the directory 1 Click the Call Routing button 2 In the Tasks panel click Configure Automated Receptionist Properties 3 In the Automated Receptionist Properties dialog box select the Callers can ask for a directory of users and their extension numbers check box 4 Click OK Enabling the Directory ...

Page 87: ...specify that the user s name and extension number are available or not in the directory To disable the directory 1 Click the Call Routing button 2 In the Tasks panel click Configure Automated Receptionist Properties 3 In the Automated Receptionist Properties dialog box clear the Callers can ask for a directory of users and their extension numbers check box 4 Click OK Disabling the Directory ...

Page 88: ...ail settings and greetings using Assistant You can specify a number of settings to control how employees initially receive voicemail messages including whether they ll listen to messages on their phones or receive them as attachments to e mail or both as well as how callers will be greeted To change voicemail settings 1 Click the Phone System button 2 In the Tasks panel under Users click Add User ...

Page 89: ... Click the Phone System button 2 In the Tasks panel under Users click Add User or Edit User as appropriate 3 Click the Voicemail tab 4 Decide whether the user will receive voice messages by phone or as e mail attachments or both 5 Under Message retrieval select the option that you want If you specified sending voicemail as e mail attachments type the e mail address to which you want the voicemail ...

Page 90: ...ettings 1 Click the Phone System button 2 In the Tasks panel under Users click Add User or Edit User as appropriate 3 Click the Voicemail tab 4 Under Voicemail greeting callers will hear for this user click Specify Voicemail Greeting 5 Select the default greeting record a custom greeting or upload a sound file to use for the greeting 6 Click OK 7 Click OK in the User Properties dialog box Setting ...

Page 91: ...word which they can do using Assistant As the phone system administrator you cannot set or change a user s password but you can reset it to its default value using Administrator To reset an extension number password 1 Click the Phone System button 2 In the Tasks panel under Users click Edit User select a user to edit and click OK 3 On the Identification tab click Reset Password 4 Confirm that you ...

Page 92: ... calling parties The phone line adapter listed on the Phone System page translates analog signals to phones and digital information back to analog signals when calls are sent out over landline phones To use traditional phone service you will need to configure at least one phone line adapter for Response Point to work For access to commands where you can add edit and remove phone services go to the...

Page 93: ...al signals from the phone system and translates them to analog signals that can be sent over landlines To place outbound calls you must first dial 9 and then the phone number To add phone service 1 Click the Phone System button 2 In the Tasks panel under Phone Service click Add Phone Service 3 Complete the steps of the Configure Phone Service Wizard and click Finish To edit an existing line of ser...

Page 94: ... pages of the Configure Phone Service Wizard For example you can block outbound calls on a line To edit phone service 1 Click the Phone System button 2 In the Tasks panel under Phone Service click Edit Phone Service 3 Complete the steps of the Configure Phone Service Wizard and click Finish Editing Phone Service ...

Page 95: ...you want to remove 2 In the Tasks panel under Phone Service and click Remove Phone Service 3 If you have more than one phone line adapter configured in the phone system you will be prompted to select which one to remove If you are prompted click the adapter that has the service that you want to remove and then click OK 4 Confirm that you want to remove this service by clicking Yes in the message b...

Page 96: ...store or upgrade action was completed You can also see when an employee attempted to log on with an incorrect password and other such events Some events are monitored in other parts of the program as well as in the event log For example space allocated to voicemail is reported under Storage Space Use on the Base Unit page To view the event log 1 Click the Base Unit button 2 In the Tasks panel unde...

Page 97: ...ore of the following Delete their voicemail or switch to receiving voicemail as e mail Delete contacts that they don t use often for voice dialing or phone numbers they ve configured for Bypass Receptionist There is a minimum of 75 MB free space maintained at all times on the base unit If the base unit detects that it does not have the minimum required free space groups of files will be deleted un...

Page 98: ...ge space detail 1 Click the Base Unit button 2 In the Tasks panel under Status click View Storage Space Detail 3 Review Storage Space Summary and Voicemail Storage Used by User to determine if you need to ask employees to delete voice messages 4 When finished click Close ...

Page 99: ...y For a password to be strong it should be at least seven characters long Because of the way passwords are encrypted the most secure passwords are 7 or 14 characters long Your password should contain letters A B C a b c and numerals 0 1 2 3 4 5 6 7 8 9 and symbols _ For a password to be strong it should Have at least one symbol character in the second through sixth positions Be significantly diffe...

Page 100: ...ppropriate and click OK To verify that the server name and connection information is correct 1 Configure your user account in the Assistant program to send voice messages as e mail attachments 2 Call your extension number from another phone and leave a voice message for yourself 3 Open your e mail program and verify that you received it 4 Double click the WAV file to hear your test message Note If...

Page 101: ...t When you confirm the changes that you want to make the base unit will restart which could take several minutes Notify users that incoming calls will not get through and active calls may be disconnected when the base unit restarts To change the date and time of the base unit 1 Click the Base Unit button 2 Click the date and time next to the Date and time on the base unit option under Properties 3...

Page 102: ...onfiguration files and voicemail files may contain confidential information such as the names of employees personal voice messages and so forth So it s important to store this file in a secure location on the LAN or elsewhere Consider putting the backup on removable media that is not usually on the computer or LAN such as an external hard drive Another option is to copy the backup to the computer ...

Page 103: ...need to transfer a configuration from the old one to the new one When restoring a backup onto a base unit other than the one from which the backup was made all passwords will have to be reset In particular the base unit password and extension number passwords will be reset to their default values The e mail server password must be re entered To restore a backup of the base unit 1 Click the Base Un...

Page 104: ...Routing Plans Setting Up a Call Routing Plan There are three basic plans or methods for how incoming calls are handled These include Automated Receptionist Plan the Microsoft Response Point phone system receives and distributes the calls to extension numbers interacting with callers with an automated voice Receptionist Plan a live person receives all incoming calls and distributes them to users Mu...

Page 105: ...tomated Receptionist may not be able to recognize what a caller is saying It is good idea to specify a user as the operator to handle these situations You can also specify what greetings the automated voice will use and whether the directory is available to people calling your business To specify an Automated Receptionist Plan 1 Click the Call Routing button 2 In the Tasks panel click Choose How t...

Page 106: ...lick Choose How to Answer Calls 3 Click the Receptionist Plan and then select the person who will receive incoming calls 4 Click OK Note You can customize this plan by specifying call forwarding for the user you ve specified as receptionist For instance you can edit the user properties of the receptionist so that calls are forwarded to another employee or to the Automated Receptionist when that pe...

Page 107: ... is saying It is good idea to specify a user as the operator to handle these situations To specify an Operator 1 Click the Call Routing button 2 In the Tasks panel click Choose How to Answer Calls 3 Click Automated Receptionist Plan 4 Click Assign an operator 5 Select the person who will perform this role 6 Click OK Note You may want to set up call forwarding for the user that you specify as the o...

Page 108: ...if the receptionist doesn t pick up an incoming call in three rings someone else will answer one of the other phones that are ringing Do the following to set up a Multiple Phones Ring Plan in your office First create a job role user for example called Receptionist This user conceptually represents all of the people who perform the role of receptionist Then assign the Receptionist user to the phone...

Page 109: ...ho perform this role To assign a job role user to a phone 1 Click the Phone System button and click Edit Phone 2 Choose a phone used by someone who is assigned to answer phones and click OK in the Administrator Select dialog box 3 Click Next to skip the Confirm the identity of the phone page 4 On the Who will receive calls on this phone page of the Configure Phone Wizard click Assign User and sele...

Page 110: ...all Routing button and click Choose How to Answer Calls 2 Click Receptionist Plan and select the job role user in this example Receptionist in the list 3 Click OK in the Choose How to Answer Calls dialog box 4 Place a test call to your office Each of the phones that you edited should now ring when the call arrives ...

Page 111: ...utomated Receptionist may not be able to recognize what a caller is saying It is good idea to specify a user as the operator to handle these situations You can also specify what greetings the Automated Receptionist will use and whether the directory is available to people calling your business To configure Automated Receptionist Properties 1 Click the Call Routing button 2 In the Tasks panel click...

Page 112: ...nel click Configure Automated Receptionist Properties 3 Select the Welcome greeting check box 4 Click Configure and decide whether you want to use the system provided greeting record a custom greeting or upload a sound file with the greeting that you want 5 When you re finished specifying the greeting click OK 6 Click Configure to record the Please say the name of the person or group prompt which ...

Page 113: ...ersion When recording speak the entire phrase at a consistent moderate speed If you speak too quickly your callers may have difficulty understanding what you said If you speak too slowly regular callers may get impatient waiting for the greeting to finish before they can speak Practice saying your greeting several times before you begin recording You want your final recording to sound as professio...

Page 114: ... saving it call into your business so that you can experience it as callers will experience it Try to imagine how your callers will react to it Is it too short or too long Is it easy to understand Because your greeting is the voice of your business you may want to ask a few callers for their opinion of the recording ...

Page 115: ... users is sorted first by conflicts For example if two employees have used Bypass Receptionist for the same incoming phone number these conflicts are grouped together at the top of the table Non conflicting phone numbers are sorted in numerical order In addition to sort the table by user click Go directly to this user To configure Bypass Receptionist 1 Click the Call Routing button 2 In the Tasks ...

Page 116: ...ernal Access feature allows you to access Response Point from a remote phone from which you can transfer calls voice dial contacts check voicemail and so forth Note When the Automated Receptionist answers calls configured for External Access callers must log on to Response Point by entering their passwords using the keypad To configure External Access 1 Click the Call Routing button 2 In the Tasks...

Page 117: ...nel under Users click Add User or Edit User as appropriate 3 Click the Call Forwarding tab 4 In the Within box specify how many rings or how much time should pass before the call is forwarded 5 In the Do the following box click one of the methods to specify where the forwarded call should go 6 If you specify that calls should be forwarded to another user select the user and extension number in the...

Page 118: ...ktop where you can open or exit the program as well as see incoming call notifications Log Off disconnects Assistant from the base unit and logs you off the program Exit logs you off of Assistant and exits the program In other words Assistant will not run in the notification area of your desktop nor will you see incoming call notifications The Settings menu displays commands that take you to the U...

Page 119: ... box displays the version of Assistant you are running and the version of the base unit to which Assistant is connected When logging on to Assistant you may see a message that the version of the base unit is higher than the version of Assistant This means that Assistant may need to be upgraded Depending on the changes between versions however the upgrade may be optional If you continue to log on w...

Page 120: ...ddress and asks you to compare it to the MAC address located on the sticker affixed to the bottom of the device If you have access to the base unit you can do the comparison If not accept the certificate or contact the phone system administrator for assistance To start Assistant and log on 1 On the Start menu point to All Programs and then click Microsoft Response Point Assistant 2 In the Extensio...

Page 121: ...our name for incoming calls 1 On the Settings menu click Identification 2 In the First name and Last name boxes type the name callers will most likely use when calling you 3 In the Title list select a title if you think callers may use one when calling you 4 In the Other title box type an alternate title if necessary Note You must not use an abbreviation when specifying another title Spell out the...

Page 122: ... 2 boxes type other group names if necessary 4 Click OK in the User Properties dialog box Specifying a Group Name Callers to the phone system may request to speak with someone serving in a job role by using a variety of names You can specify these alternative names so that incoming calls are sent to the correct extension number For example callers may request to speak to the Receptionist or Secret...

Page 123: ...ame box type the term callers will mostly likely use when calling this location 3 In Alternate name 1 and Alternate name 2 type other names for this location if necessary 4 Click OK in the User Properties dialog box Changing Your Extension Number Password Your extension number password is used to log on to Assistant and to access your voicemail If you haven t yet changed it the default password is...

Page 124: ...e to external callers only if the phone system administrator enables the directory To publish your name and extension number in the directory 1 On the Settings menu click Identification 2 Select the List this user and extension number in the directory accessible to external callers check box 3 Click OK in the User Properties dialog box Publishing Your Name in the Directory 4 Click OK 5 Click OK in...

Page 125: ...l calls Manual dialing works well if you re working at your desk in the office and you want to quickly dial the number of a coworker or personal contact that you ve memorized Using Manual Dialing You can manually dial an internal call that is to place a call to a Response Point user in the office by manually dialing that person s extension number To manually dial an internal call 1 Pick up the rec...

Page 126: ...ory To voice dial an internal call 1 Press the Response Point button 2 Speaking clearly say the name of the person you want to contact Voice Dialing an Internal Call Similar to a internal call you can use the voice dialing feature to place an external call The only difference is in addition to saying the person s name after pressing the Response Point button you need to say the location of the num...

Page 127: ...atically If you think you will be away from the phone for a long time park the call instead Answering a Call If you re handling incoming calls or if you want to hand off a call to someone else transferring it is the way to go You transfer calls by pressing the Response Point button on your phone and using voice dialing to say the name of your coworker To transfer a call using voice dialing 1 Tell ...

Page 128: ...e and that employee parks the call and then you put the call on hold the connection will be terminated when the employee you called retrieves the call To park and retrieve a call 1 Press the Response Point button to park the call The Automated Receptionist will tell you the space number in which the call is parked 2 From a phone press the Response Point button and say Retrieve and then say the cal...

Page 129: ... menu click Call Forwarding 2 In the Within box specify how many seconds and approximate rings should pass before the call is forwarded 3 In the Do the following box click one of the methods to specify where the forwarded call should go 4 If you specify that calls should be forwarded to another user click the user and extension number in the Forward to list 5 Specify an alternative method for call...

Page 130: ...te with one another For example the front office can use the PA system to communicate with employees in the warehouse as in Diane there is a customer here to see you You can use the PA feature if you have permission to do so To make an announcement over the PA system 1 Dial 872 or 8PA 2 Make your announcement and hang up Using the Public Address System ...

Page 131: ...cations Which user owns the phone determines which extension numbers receive call notifications For example if you are the phone owner of No phones you will receive call notifications for your extension number only One phone you will receive call notifications for all extension numbers related to that phone Multiple phones you will receive call notifications for all extension numbers related to th...

Page 132: ...ated contact store such as Outlook Windows Address Book for Windows XP or Windows Contacts for Windows Vista if any To set your call notifications 1 On the Settings menu click Notifications 2 If you would like incoming call notifications to appear select the Enable incoming call notifications check box 3 If you want to hear a sound when a call comes in select the Play a sound when a notification i...

Page 133: ... Address Book for Windows XP or Windows Contacts for Windows Vista It s a best practice to import only those contacts that you use regularly Importing unnecessary contacts consumes memory which may affect how well the Automated Receptionist interprets the speech of callers Response Point will prevent you from importing contacts if the storage space on the base unit has reached full capacity In thi...

Page 134: ...n that you want to add 3 After entering the information click OK 4 Click OK in the User Properties dialog box To edit contacts 1 On the Settings menu click Contacts 2 In the Name for Voice Dialing column select a contact to edit and then click Edit 3 After editing the contact click OK 4 Click OK in the User Properties dialog box Note There is no relationship between the contact information that yo...

Page 135: ...ts but your personal limit of 1100 has been reached you must delete contacts that you use infrequently before adding the new ones To delete contacts 1 On the Settings menu click Contacts 2 In the list of contacts select the names that you want to delete and click Remove To delete all contacts click Remove All 3 Click OK 4 Click OK in the User Properties dialog box Deleting Contacts ...

Page 136: ... or from a phone in a remote location Voicemail You can specify a number of settings to control how you will receive voice messages including whether you ll listen to messages on your phone or receive them as attachments to e mail or both as well as how callers will be greeted To change voicemail settings 1 On the Settings menu click Voicemail 2 Specify the options that you want to change 3 Click ...

Page 137: ...icemail 1 On the Settings menu click Voicemail 2 Decide whether to receive your voice messages by phone or as an e mail attachment or both 3 Under Message retrieval select the option you want If you selected the Receive messages as attachments to e mail check box type the e mail address to which you want the voicemail sent 4 Click OK in the User Properties dialog box Specifying How You Retrieve Vo...

Page 138: ...e proceeding to change voicemail settings To change voicemail settings 1 On the Settings menu click Voicemail 2 Under Voicemail greeting callers will hear for this user click Specify Voicemail Greeting and then select the default greeting record a custom greeting or upload a sound file to use as the greeting 3 Click OK 4 Click OK in the User Properties dialog box Setting Your Voicemail Greeting ...

Page 139: ...ate speed If you speak too quickly your callers may have difficulty understanding what you said If you speak too slowly regular callers may get impatient waiting for the greeting to finish before they can speak Practice saying your greeting several times before you begin recording You want your final recording to sound as professional as possible and practice helps you to find the right speed tone...

Page 140: ...aving it call into your business so that you can experience it as callers will experience it Try to imagine how your callers will react to it Is it too short or too long Is it easy to understand Because your greeting represents your professional image you may want to ask a few callers for their opinion of the recording ...

Page 141: ...default password is 9999 4 Listen to the instructions and select the number of the option that you want Important Voice messages that you retrieve by phone are stored on the base unit for up to 30 days from the time a caller leaves you a voice message not from the time you save a voice message In addition the base unit must keep a minimum amount of free space available to function efficiently Voic...

Page 142: ...hanged it the default password is 9999 5 Listen to the instructions and select the number of the option that you want Important Voice messages that you retrieve by phone are stored on the base unit for up to 30 days from the time a caller leaves you a voice message not from the time you save a voice message In addition the base unit must keep a minimum amount of free space available to function ef...

Page 143: ...iew your voice messages from an e mail program 1 Open your e mail program 2 Open the e mail message with a voicemail attachment 3 Double click the WAV file that contains the voice message to listen to it Note If the message does not play you may have to install a media player such as Windows Media Player From an E Mail Program ...

Page 144: ...ut are still experiencing problems logging on to the base unit there may be a number of reasons including hardware or software problems You can try the following Log on again to see if the error has cleared Restart the computer on which Administrator is running and log on again Install Administrator on another computer and try logging on again Call the customer support service for the base unit Wh...

Page 145: ...that while you re restarting the base unit the phone system can t receive or place calls and existing calls may be dropped Why can t I see the phone that I just configured on the Phone System page If the phone is securely plugged in to both an electrical outlet and the LAN you can try reinitializing the phone so that you can see it on the Phone System page To do this go through the Configure Phone...

Page 146: ...age and confirm that more than 75 MB of storage space is still available To ensure that the minimum storage space is always available for Response Point files the base unit will delete Response Point files if they exceed the minimum of required free space If so these files will be deleted in the following order 1 All files in the temporary folder on the base unit 2 All personal contacts 3 All voic...

Page 147: ...e using Administrator your firewall might be configured to block communication with this program Make sure that you have set up an exception that allows the Administrator program to communicate through your firewall Why do the Assistant and Administrator programs display a different number of contacts for the same user Response Point may list a different number of contacts for the same user on the...

Page 148: ... such as a shared printer 3 Restart the computer on which Assistant is running and log on again 4 Log on to Assistant from another computer 5 Report the problem to your phone system administrator Ask if IPSec is enabled on your office LAN and if it allows unsecure inbound outbound communication between your computer and the base unit Assistant Can t Communicate Firewall Effects on Assistant If you...

Page 149: ...e message in the Junk E Mail or Deleted Items folder Add the sending e mail address to the list of approved senders so that messages from the base unit do not get filtered as junk e mail in the future If you received the e mail message but there is no WAV file attachment your e mail server or e mail program may have removed the attachment as part of virus filtering You can probably adjust the filt...

Page 150: ... to not work Your business does not receive caller ID information from the phone company The person calling you has his or her caller ID blocked The phone number entered for the contact does not match the phone number received from the phone company when the contact calls you For example the phone number for the contact may not have the area code The phone system administrator may have disabled th...

Page 151: ...t using Assistant appear in the incoming call notification window This condition may occur if the information exchanged between Assistant and your contact store that is Outlook Windows Address Book or Windows Contacts are temporarily out of sync To resolve this issue simply exit Assistant and restart the program ...

Page 152: ... automatically To verify your IP address please follow the steps below Click on Start Run In the run box type cmd and click OK At the prompt type ipconfig and press Enter This will display the IP address subnet mask and the default gateway of your adapter If the address is 0 0 0 0 check your adapter installation security settings and the settings on your access point Some firewall software program...

Page 153: ...3 Highlight Internet Protocol TCP IP and click Properties Step 4 Click Use the following IP address and enter an IP address that is on the same subnet as your network or the LAN IP address on your access point Example If the router s LAN IP address is 192 168 0 1 make your IP address 192 168 0 X where X is a number between 2 and 99 Make sure that the number you choose is not in use on the network ...

Page 154: ...Directory Configuration Easy Customization by the End user Call Forwarding Rules Management Administration Seamless Self setup Administration Novice Self install of Phone System in Less than 30 Minutes Auto discovery of Phones and PSTN Gateways Wizards for Phone and Service Configuration Reserve Lines for Inbound Calls Ongoing Operations System Status Monitoring Voice Mail Usage Summary System Set...

Page 155: ...ark of Microsoft Corporation in the United States and or other countries Windows is a registered trademark of Microsoft Corporation in the United States and other countries Other trademarks or registered trademarks are the property of their respective owners The example companies organizations products domain names e mail addresses logos people places and events deplicted herein are fictitious No ...

Page 156: ...2000MS Hardware Revision located on the label on the bottom of the base unit e g rev A1 Serial Number s n number located on the label on the bottom of the base unit Please check the D Link support site below for the latest product information including FAQ s known issues and other product related updates For customers within the United States Phone Support 888 404 6262 Internet Support http suppor...

Page 157: ...nder this Limited Warranty will be at D Link s option to repair or replace the defective Hardware during the Warranty Period at no charge to the original owner or to refund the actual purchase price paid Any repair or replacement will be rendered by D Link at an Authorized D Link Service Office The replacement hardware need not be new or have an identical make model or part D Link may at its optio...

Page 158: ...ensee for the non conforming Software will be refunded by D Link provided that the non conforming Software and all copies thereof is first returned to D Link The license granted respecting any Software for which a refund is given automatically terminates Non Applicability of Warranty The Limited Warranty provided hereunder for Hardware and Software portions of D Link s products will not be applied...

Page 159: ...nd return shipping charges for any product that is not packaged and shipped in accordance with the foregoing requirements or that is determined by D Link not to be defective or non conforming What Is Not Covered The Limited Warranty provided herein by D Link does not cover Products that in D Link s judgment have been subjected to abuse accident alteration modification tampering negligence misuse f...

Page 160: ...REMEDY FOR A BREACH OF THE FOREGOING LIMITED WARRANTY IS REPAIR REPLACEMENT OR REFUND OF THE DEFECTIVE OR NONCONFORMING PRODUCT THE MAXIMUM LIABILITY OF D LINK UNDER THIS WARRANTY IS LIMITED TO THE PURCHASE PRICE OF THE PRODUCT COVERED BY THE WARRANTY THE FOREGOING EXPRESS WRITTEN WARRANTIES AND REMEDIES ARE EXCLUSIVE AND ARE IN LIEU OF ANY OTHER WARRANTIES OR REMEDIES EXPRESS IMPLIED OR STATUTORY...

Page 161: ...changes or modifications not expressly approved by the party responsible for compliance could void the user s authority to operate this equipment This device complies with Part 15 of the FCC Rules Operation is subject to the following two conditions 1 This device may not cause harmful interference and 2 this device must accept any interference received including interference that may cause undesir...

Page 162: ...DVX 2000MS User Manual Appendix F Registration Version 1 2 October 15 2008 Product registration is entirely voluntary and failure to complete or return this form will not diminish your warranty rights Registration ...