TelzeqOffice User Guide

Click to call
Click to call allows you to make a call via the web interface or SOAP API.
To call via the web interface

Log in to the Telzeq web interface.
Go to Actions » Make a call.
Choose the first destination to call. This can be a telephone or an arbitrary number. If a number, it will be routed as though you had dialed it from a telephone.
Choose a number to transfer to once the first destination has answered. This can be an arbitrary number, such as an external number, public number, feature code, or telephone.
Click "Call". The first destination should ring within a few seconds.
You can bookmark the next page to make the same call in future.

Voicemail
You can access your messages via web or telephone.
To access your messages via telephone

Dial the voicemail access feature code (*1 by default). If your telephone forwards to a mailbox you will be logged in automatically. If not, you will be asked for a mailbox and password. Alternatively, dial the voicemail login feature code, and you will always be asked for a mailbox and password.
Follow the prompts to navigate the menus.

Menu structure

1: Listen to voicemail messages

3: Advanced options

1: Reply
3: Envelope

4: Play previous message
5: Repeat current message
6: Play next message
7: Delete current message
8: Forward message to another mailbox
9: Save message in a folder
*: Help; rewind during message playback
#: Exit; skip forward during message playback

2: Change folders

A menu is then played of existing folders
#: Exit

3: Advanced options

5: Leave a message
*: Return to the main menu

0: Mailbox options

1: Record your unavailable greeting
2: Record your busy greeting
3: Record your name
4: Record your temporary greeting
5: Change your password
*: Return to the main menu

*: Help
#: Exit

Adding Users
You can add features for a user or users quickly in one of two ways:
To add a small number of users

Log in to the Telzeq web interface.
Go to Features » Add user.
Enter the following:

The person's title.
The person's first name.
The person's last name.
The person's email address. This will also be used as their login to the web interface.
A public number to forward to the user's telephone.
The user's telephone account number to be configured on their SIP telephone.
Passwords for the telephone, mailbox, and web login.

Click the "Add and repeat" button.
The features will be saved, and you will be returned to the same page to add another person.

Switching users
It can be useful to log in as a different person to help solve problems. If you know their password, you can log out then log in as them. In most cases, however, you will not know the password, nor is it good practice to. To switch to being logged in as a person if you do not know their password:

Log in to the Telzeq web interface.
Go to Features » People.
Click the "Switch" link beside the person you wish to switch to.
Perform whatever actions you wish to as this person.
When done, select the person you were previously logged in as (or "Log out »") from the select box at the top-right of the page

Call Recording
Calls can be recorded in real time, then downloaded as .wav files to be listened to.
To configure call recording

Log in to the Telzeq web interface.
Go to Features » Call recording.
Click the "Add a new group" button.
Enter the following:

A name for the group.
Optionally a description.
Which calls to record.
The default expiry time. After a recording expires, it is deleted automatically. You can change individual recordings' expiry times once they have been created.

Click the "Save" button.
In the settings for your numbers, telephones etc, there will now be a new option for the record group. Set whichever numbers, telephones, etc, you wish to use this group. If a call goes through more than one number, telephone, etc, that use different record groups, the call is recorded to all appropriate groups.
Make and receive calls as normal.
To access the recordings, click on the "Recordings" link on the right of the list record group’s page, or the "Recordings" button on the edit record group page.
Enter search parameters as desired, then click "Update".
To download a recording, click its link.
To work with recordings, select any you wish then click the appropriate button at the bottom.

Class of Service
Classes of service allow you to control which numbers telephones may call. The called number is matched against the prefixes in the class of service, and the longest matching prefix is used. For example, calls to international numbers can be barred except for a single number which is specifically permitted. Alternatively, a single number can be barred if an employee is making unauthorized calls to it.
To create a class of service

Log in to the Telzeq web interface.
Go to Features » Classes of service.
Click the "Add a new class" button.
Enter the following:

A name for the group.
Optionally a description.
Whether internal and external calls are allowed by default. At this point you cannot enter specific destinations; see below.

Click the "Save" button.
On the list classes of service page, click the class you have made.
Click the "Add a new exception" button.
Enter the full number or prefix, and whether to allow calls to it or not.
Click the "Save" button.
Add any other exceptions as desired.
In the settings pages for your telephones there is a new option for the class of service. Set any telephones you wish to use this class of service. Any telephone not in a class of service may call any number the system is configured for

Conferences
Conferences allow two or more people to call into the system and talk together.
To add a new conference

Log in to the Telzeq web interface.
Go to Features » Conferences.
Click the "Add a new conference" button.
Enter the following:

A conference code, replacing the one chosen for you if you wish.
Optionally a description.
At least one PIN. The administrator PIN allows the caller to lock the conference to new callers. The Talk PIN should be used for most callers. The listen PIN allows the caller to listen but not talk.
The maximum number of people allowed in the conference. Any callers attempting to log in to the conference after it is full are played an error message and disconnected.
The duration of the conference. Outside this time, callers may not log in to the conference, though callers already in the conference are not disconnected at the end. If callers may access the conference at any time, set this to be "permanent".
When the first conference starts. One minute before this time, notifications are sent. It can still make sense to use this option with permanent conferences to send notifications.
How often the conference repeats.
How many conferences there are. For example, if the first conference is on Monday, the conference repeats daily with a total of 5 conferences, the last conference will be on Friday.
The callerid to use for notification calls.
Any telephone numbers to call and email addresses to send notifications to just before the conference starts. The called users are not asked for a PIN, but put directly into the conference with the access you set here.

Click the "Save" button.
Set a public numbers or feature code to forward to "Conference login". *3 is set to conference login by default.
Call this number or feature code when the conference is active. You will be asked for a conference code and PIN, then connected to the conference.

Dial by name
Dial by name allows callers to reach a person by entering characters of the name on their telephone keypad.
To configure dial by name

Log in to the Telzeq web interface.
Set a public number, feature code, IVR destination, or similar to point to the dial by name feature.
Go to Features » People.
Set the internal extension field to be the number to dial to reach this person. This can be a telephone, public number, or feature code.
Optionally, set a mailbox to be owned by this person under Features » Mailboxes, then record a name for the mailbox using 0 then 3 from the voicemail main menu.
Repeat for any other people who are to be reachable by dial by name.

Callers can then call the public number, feature code, or IVR destination and enter characters of the last name of the person they are trying to reach. If there are multiple matches, they will be played the names of any matches as below. If there are more than 10 matches, they will be asked to enter more characters. When they choose a match, they are then transferred to the internal extension of that person.
When playing the names of matches, the system looks for the following and uses the first available:

If there is a mailbox with the same number as the person's internal extension, and it has a name recorded, the name is used.
Else, if the person is the owner of any mailboxes which have names recorded, the name of first one (sorted by mailbox number) is used.
Else, if the person is the owner of any telephones which forward to mailboxes on no answer, and any of the mailboxes have names recorded, the name of first one (sorted by mailbox number) is used.
Else, if the person is the owner of any telephones which are set to monitor mailboxes for message waiting, and any of the mailboxes have names recorded, the name of first one (sorted by mailbox number) is used.
Else, the name of the person is spelt out letter by letter.

Features
Feature codes are short numbers used to call a particular telephone, hunt group, etc, from within the system. For example, you can set "123" to forward to a hunt group of all telephones. Feature codes are also used to access features such as voicemail. For example, *1 is often set to allow direct access to voicemail without a password, and *2 asks for a mailbox and password. You may change these assignments; this is useful if your staff are used to the feature codes of a legacy PBX system. Calls to feature codes are not charged. The feature codes that you create affect only users in your own customer, not other customers using the system.
To add a new feature code

Log in to the Telzeq web interface.
If you wish to record calls to this feature code, make a record group.
Go to Features » Feature codes.
Click the "Add a new feature code" button.
Enter the following:

The feature code to call.
Optionally a description.
Whether to screen calls. If set to yes, the destination will be asked if they wish to accept the call.
Optionally force the caller name. This allows users on a SIP telephone to see which feature code the call came from.
Optionally hang up the call after a certain number of minutes.
The record group if you have any.
Optionally a password. If set, you can call the number routing menu and change the temporary routing and announcement message.
If you are logged in as a system owner, whether the feature code may be used by all customers on the system.
Optionally temporary routing. This overrides the main routing below. If you use the number routing telephone menu, it is the temporary routing that you change.
The destination to route calls to this feature code to.

Click the "Save" button.
If you wish to set an announcement message to be played when the number is called, and before the destination is rung, go back into the feature code settings, and upload a .wav file. Alternatively, call the public number or feature code (*5 by default) for the number routing menu.

If you wish to route to different destinations for different callers, or at different times of the day or days of the week:

Make the feature code.
If routing by time, make a time group.
Go back into the feature code settings.
Click the "Add a caller route" or "Add a time group" button.
Choose the caller prefix or time group, and the destination.
Click the "Save" button.
Repeat for any other caller prefixes or time groups as desired.

Default feature codes
Some feature codes are defined within the system for you. These are:

*1: Voicemail direct access.
*2: Voicemail login.
*3: Conference login.
*4: Auto-attendant.
*5: Number routing menu.
**: Group pickup.

These are not shown in the feature codes web page. If you create feature codes with these numbers, your feature codes override the defaults.

Feature prefixes
Feature prefixes allow you to modify the behavior of the call by adding a prefix to the called number. The system interprets the prefix, then strips it off before routing the call.
To add a new feature prefix

Log in to the Telzeq web interface.
Go to Features » Feature prefixes.
Click the "Add a new feature prefix" button.
Enter the following:

The prefix to match.
Optionally a description.
The purpose of the feature prefix. See below for details.
If you are logged in as a system owner, whether the feature prefix may be used by all customers on the system.

Click the "Save" button.

The following purposes are defined:

Hide callerid. Use this to prevent your callerid being sent.
Mailbox. Dial the prefix followed by a mailbox number to directly call that mailbox. This is useful for transferring external callers if you know the person you wish to transfer them to is unavailable.
Set call forwarding. Dial the prefix followed by a number to set call forwarding to that number for the telephone you are calling from

Hunt groups
Hunt groups allow more than one destination to ring at once. Within a hunt group, destinations are arranged into levels. All destinations within a level are rung at once. The first destination to answer hears the caller, and the others stop ringing (unlike page groups). If no destinations answer, they stop ringing, all destinations in the next level are rung, and so on.
To add a new hunt group

Log in to the Telzeq web interface.
If you wish to record calls to this hunt group, make a record group.
Go to Features » Hunt groups.
Click the "Add a new hunt group" button.
Enter the following:

A name for the hunt group.
Optionally a description.
The owner. This person may edit the hunt group even if they are not an administrator.
How long each level rings for.
The hunt group type, which controls the order the levels are rung in.
The record group if you have any.
Whether to play music or ringing to the caller.
The music on hold if you have any.
Whether to screen calls. If set to yes, answering destinations will be asked if they wish to accept the call. During this time, other destinations will continue to ring. The first destination to accept gets the call, and other destinations are dropped immediately.
The destination to route calls to this hunt group to if none of the levels that you will define below answer.

Click the "Save" button.
Click the "Add a destination" link.
Choose the level and destination.
Click the "Save" button.
Repeat for other destinations as desired

IVR Menus
IVR menus present a menu to callers and invite them to press a key. It then forwards them to the destination you set for the key. Destinations can be other IVR menus, allowing multiple levels of menu.
To add a new IVR menu

Log in to the Telzeq web interface.
Go to Features » IVR menus.
Click the "Add a new IVR menu" button.
Enter the following:

A name for the menu.
Optionally a description.
How long to wait for the caller to press a key.
Whether callers may enter a feature code or telephone. Note that if this is set to yes, the system will wait until the time out even if the caller chooses a menu option. This allows them time to enter a feature code or telephone that begins with a digit that could be a menu option.
A PIN to allow you to change the message played to callers.

Click the "Save" button.
Set a public number or feature code to call the IVR menu.
Return to the list IVR menus page.
Click on the IVR menu you have just created.
Optionally, upload a .wav file that is played to the caller. Alternatively, call the IVR menu and press the IVR setup key (# by default). You will be asked to enter the PIN above.
Click on any key you wish to change the destination for.
Choose the destination for this key.
Click the "Save" button.
Repeat for other keys as desired.

Mailboxes
Mailboxes can be owned by a person; if this person has an email address set, an email with an attached .wav or .pdf file is sent for each message saved. It's normal, but not required, to have a mailbox for each telephone. More than one telephone, hunt group, etc, may share a mailbox.
To add a new mailbox

Log in to the Telzeq web interface.
Go to Features » Mailboxes.
Click the "Add a new mailbox" button.
Enter the following:

A number for the mailbox.
Optionally a description.
Optionally a person who owns the mailbox.
Whether to send the owner an email when a message is received.
Optionally an email address of a pager service.
Optionally a number to call when a message is received. When answered, the called party is placed in the voicemail menu.
A PIN to allow you to log into the mailbox.
Where to forward the call if the caller presses 0 during the greeting.

Click the "Save" button.

Set any telephones, hunt groups, etc, to use the mailbox as desired.

People
A person is anyone allowed to log into the web interface. If your customer has no people, you will be unable to use the web interface. Each person's user status is one of:

User: May log into the web interface only to access messages.
Administrator: May make people, telephones, mailboxes, etc, as well as view call history.

To add a new person

Log in to the Telzeq web interface.
Go to Features » People.
Click the "Add a new person" button.
Choose a username. Email addresses are a good choice for usernames as they are unique, but they do have to be.
Fill in the person's details as desired.
Click the "Save" button

Page groups
Page groups allow more than one destination to be called at once. All destinations that answer are put into a conference, and can hear the caller. This differs from hunt groups, where only one destination can answer. To add a new page group

Log in to the Telzeq web interface.
If you wish to record calls to this page group, make a record group.
Go to Features » Page groups.
Click the "Add a new page group" button.
Enter the following:

A name for the page group.
Optionally a description.
Whether to ask SIP telephones to auto-answer. Please note that not all telephone models support this. Any that don't will ring as normal.
Whether to play a beep to the caller when the caller is placed in the conference.
Whether destinations may talk. If set to yes, everyone in the conference may hear them.
The record group if you have any.

Click the "Save" button.
Click the "Add a destination" link.
Choose the destination.
Click the "Save" button.
Repeat for other destinations as desired

Pickup groups
If a telephone is ringing, other telephones in the same pickup group may call a feature code, by default **, which intercepts the call and brings it to them. Telephones may be in more than one pickup group, and may pick up any ringing telephone in any group they belong to. If more than one such telephone is ringing, which one is picked up is uncertain.
To add a new pickup group

Log in to the Telzeq web interface.
Go to Features » Pickup groups.
Click the "Add a new pickup group" button.
Enter a name for the group, and optionally a description.
Click the "Save" button.
Set any telephones to use this group.

If you don't want to use **, add a new feature code with destination feature "Group pickup".

Public numbers
Public numbers, also known as DIDs or DDIs, are normal telephone numbers that external callers can use to call into the system from the PSTN (Public Switched Telephone Network).
To add a new public number

Log in to the Telzeq web interface.
If you wish to record calls to this number, make a record group.
Go to Features » Public numbers.
Click the "Add a new number" button.
Choose which type of number you'd like.
Click the "Next" button.
Choose a number. The price you will be charged for the number is shown by the numbers.
Click the "Next" button.
Enter the following:

Optionally a description.
Whether to screen calls. If set to yes, the destination will be asked if they wish to accept the call.
Optionally force the callerid. This should normally be set to "Original".
Optionally force the caller name. This allows users on a SIP telephone to see which number the call came from.
Optionally hang up the call after a certain number of minutes.
The record group if you have any.
Optionally a password. If set, you can call the number routing menu and change the temporary routing and announcement message.
Optionally temporary routing. This overrides the main routing below. If you use the number routing telephone menu, it is the temporary routing that you change.
The destination to route calls to this feature code to.

Click the "Save" button.
If you wish to set an announcement message to be played when the number is called, and before the destination is rung, go back into the number settings, and upload a .wav file. Alternatively, call the public number or feature code (*5 by default) for the number routing menu.

If you wish to route to different destinations for different callers, or at different times of the day or days of the week:

Make the public number.
If routing by time, make a time group.
Go back into the number settings.
Click the "Add a caller route" or "Add a time group" button.
Choose the caller prefix or time group, and the destination.
Click the "Save" button.
Repeat for any other caller prefixes or time groups as desired.

Queues
Queues allow more callers than available destinations. Callers hear music on hold until a destination is free to take their call.
To add a new queue

Log in to the Telzeq web interface.
If you wish to record calls to this queue, make a record group.
Go to Features » Queues.
Click the "Add a new queue" button.
Enter the following:

A name for the queue.
Optionally a description.
The owner. This person may edit the queue even if they are not an administrator.
The priority for the queue. Calls on high priority queues get delivered first. Calls on queues of the same priority are delivered on a first come, first serve basis.
The maximum number of queued calls. If additional calls enter the queue, they will send immediately to the maximum calls or maximum hold time destination.
How long to hold for before giving up.
How long to ring each destination for. If a destination does not answer, the call is returned to the queue and other destinations tried.
Whether to screen calls. If set to yes, the destination will be asked if they wish to accept the call.
Whether to retry all the destinations if all destinations have already been tried.
The record group if you have any.
The music on hold if you have any.
Whether to play the uploaded message. This option is only shown if you have already uploaded a message for this queue.
Whether to play the caller's position in the queue.
How often to play the message and/or position.
The wrap-up time. Destinations will not be tried for this length of time after their last answered call that was delivered via a queue.
The destination to route calls to this queue to if none of the destinations answer before the maximum hold time, or maximum calls are reached.

Click the "Save" button.
Click the "Add a destination" link.
Choose the destination.
Click the "Save" button.
Repeat for other destinations as desired.

Each destination will only be sent one call at a time. If a destination does not wish to accept any more calls, set do not disturb for that destination.

Remote access
Remote access allows you to call into the system then make calls out. This takes one of three forms:

A public number that you call, and a menu then asks you for a number to call. This is the most common use for remote access; if in doubt use this type.
The system calls you back. You dial the remote access number from the number specified, and hang up once you hear it ring. The system will then call you at the number specified. Once you answer, you are asked for a number to call.
The system directly calls the number you dialed after stripping off the authentication prefix. This type is only used to accept outbound calls from customers' SIP devices that cannot use normal SIP authentication. In this case, the device can add a secret prefix to the called number.

To add a new remote access account

Log in to the Telzeq web interface.
Go to Features » Remote access.
Click the "Add a new account" button.
Enter the following:

A name for the account.
Optionally a description.
Whether to play the menu, call back, or place the call directly.
Optionally a person who owns the account.
If your system is configured for dial plans, the dial plan for outbound calls.
The class of service if you have any.
The record group if you have any.
The caller ids to send on calls out.
Whether the account is locked. If locked it cannot be used.
The authentication to use. All of the values you enter must be matched.

Click the "Save" button.
If you set the type to be the menu or call back, create a public number to call in.

Telephones
Telephones accounts allow you to register a SIP telephone on the system and make and receive calls.
To add a new telephone account

Log in to the Telzeq web interface.
Go to Features » Telephones.
Click the "Add a new telephone" button.
Enter the following:

An account number. This number can be used to call the telephone within the system.
Optionally a description.
Optionally the MAC address of the telephone.
Choose which person owns the telephone.
The SIP password.
If your system is configured for dial plans, the dial plan.
The class of service if you have any.
Which mailbox to monitor for the message waiting light. This is also the mailbox entered if you call voicemail direct access from the telephone.
The record group if you have any.
Optionally a number to forward all calls to the telephone to.
Where to send calls to if the telephone is unregistered. If this is not set, the destination below is used.
Whether to set do not disturb. If set, calls will forward to the destination below without ringing the telephone.
Whether to accept calls without callerid. If not, calls without callerid will forward to the destination below without ringing the telephone.
Whether to screen calls. If set to yes, the person answering the call will be asked if they wish to accept it.
The caller ids to send on calls out.
How long to ring the telephone for before going to the destination below.
A destination if the telephone does not answer, is busy, or rejects the call.

Click the "Save" button.
If a public number will forward to the telephone, add it.
Configure the account number and password on the SIP telephone. The following settings are recommended:

A registration interval of no more than 5 minutes. If the telephone is behind NAT, this keeps the port open on the NAT device.
Most models of telephone should have NAT disabled as the server will handle this. For more details, please see the list of telephone models.
Register to a DNS hostname rather than an IP address. If the IP address then changes, the telephone will not need reconfigured.

For details on specific telephone models, please click here.
Optionally, configure busy lamps.

Times and dates
Time groups allow public numbers and feature codes to be routed to different destinations at different times of the day or days of the week. Examples of time groups might be:

Every Saturday and Sunday.
Weekday evenings.
Every public holiday next year.

Each time group is made up of one or more time periods, which define when the group is active. The group is active when any of its time periods are active, and a time period is active when all of its criteria are met.
To add a new time group

Log in to the Telzeq web interface.
Go to Features » Times and dates.
Click the "Add a new time group" button.
Enter a name for the group, optionally a description, and a priority. If a call is made to a number with more than one time group active, the group with the highest priority is used.
Click the "Save" button.
Set any telephones to use this group.
In the list time groups page, click on the group you have just made.
If you'd like this group to be choosable in the IVR for temporary routing, upload a .wav file for the name of the group to be played to callers.
Click on the "Add a new time period" button.
Enter the following:

A name for the time period.
Optionally a description.
The start and stop time each day.
Which days the period is active. All the options must match the date for the period to be considered active.

Click the "Save" button.
Repeat for any other time periods.
Set time routes for any public numbers or feature codes as desired.

Virtual Telephones
Virtual telephones are useful in a hot desk environment. You can have a set of physical telephones, one on each desk. These telephones can have very simple settings and a restrictive class of service to prevent them from calling billable destinations. Then each person who uses the hot desk environment can have a virtual telephone with all their settings, speed dials, and class of service.
When a person walks up to a desk, they log in their virtual telephone on top of the physical telephone. At that point, any calls to their virtual telephone will make the physical telephone ring. When calls are made out from the physical telephone, they are made with the settings of the person's virtual telephone. When the person leaves, they log out and the physical telephone reverts to its own settings.
Multiple virtual telephones can be logged on the same physical telephone. In this case, calls for any of the virtual telephones will make the physical telephone ring. Calls made from the physical telephone will have the settings of the last virtual telephone to log in. If that virtual phone logs out the settings revert to the physical telephones, even though other virtual telephones remain logged in. Re-logging in on one of the other virtual telephones will make its settings take effect.
To configure virtual telephones

Log in to the Telzeq web interface.
Set a feature code to point to the virtual telephone login feature.
Make telephone accounts for all physical and virtual telephones. Set a virtual telephone PIN for all virtual telephones.
Configure handsets with the physical telephones' settings and register them to the system.
From a physical telephone, call the feature code.
Follow the prompts to enter a virtual telephone number and PIN.
To log out, call the feature code and again follow the prompts.

Reports
To view reports

Log in to the Telzeq web interface.
Go to Reports, then the type of report you'd like to view.
Select the appropriate options to filter and sort the report results.
Click the "Update" button.
If the page has a button marked "Export as .csv", click this to download the results shown. Depending on your browser configuration, this may download a file to your computer, or may open the results in a program which can read .csv files such as Microsoft Excel.

The reports available are

Active calls. Shows calls in progress when the page is loaded. By default, this shows calls for telephones in your own customer. If you are logged in as the system owner or a reseller, you can also view calls for your customers. If you are logged in as a system owner, you can also view all calls active throughout the Telzeq installation.
Call history. Shows calls which have finished. It has the same options for customers as active calls, plus options to select customers by billing type. This is particularly useful for exporting the call history of externally billed customers to a .csv file.
Invoices. This only shows invoices which have been saved permanently.
Statistics. This option is only visible to the system owner. It shows historical data on call volumes for the entire system.
Transactions. These are any changes to customers' balances which are not associated with calls.
View rate plan. This option is only visible if your vendor has given you permission to access this. Unlike the others, this has no filter or sort options. Click on the set of prices you wish to view.