TELEPHONE USER’S GUIDE
Contents PREFACE ..................................................................................................................................................... 5 Section 1: Introduction to the Crexendo Telephone User’s Guide ................................................... 6 Section 2: Two Ways to Make Changes ............................................................................................. 6 Section 3: Organization and Navigation .......................................................
Section 6: Logging In to the Crexendo Web Portal ......................................................................... 36 Section 7: Customizing the Phone.................................................................................................... 38 Section 8: Modifying the Phone’s Display Name Label ................................................................... 39 Section 9: Programming Feature Keys (SIP 300 Series Phone Only) .............................................
Section 9: Call History (Dialing From) ............................................................................................... 65 Section 10: Statuses .......................................................................................................................... 66 Section 11: Company Directory (SIP 300 Series Phones Only) ....................................................... 67 Section 12: Local Directory .................................................................................
PREFACE Sections in this Chapter: Section 1: Introduction Section 2: Two Ways to Make Changes Section 3: Organization and Navigation Section 4: Conventions Section 5: Assistance Section 6: Brief Summary of Sections Section 7: Links to Related Documentation Section 8: Contact Us User’s Guide 5 Rev.
Section 1: Introduction to the Crexendo Telephone User’s Guide Welcome to your Crexendo Telephone system! This User’s Guide is designed to provide all of the essential information you need to make full use of the Crexendo Telephone system. We have included descriptions of the equipment and its functionality as well as step-by-step procedures to use your device effectively.
Section 3: Organization and Navigation Chapters and Sections The Crexendo Telephone User’s Guide is organized into Parts, Chapters, and Sections. Parts are made up of Chapters which are comprised of Sections Each Chapters will provide a list of all of its Sections on the first page with links to take you directly to the Section you want to review. The four parts of the User’s Guide are: 1. Your Equipment 2. Voicemail 3. Making & Receiving Calls 4.
Section 4: Conventions Icons In order to help you quickly locate the information you need within the User’s Guide we have created icons that appear to the left of text to tell you just what kind of information is contained in the paragraph marked by the icon. The different icons are: STEPS – The associated text lists a process usually involving a series of steps by which you achieve your goal. We will occasionally arrange these steps in a single phrase separated by the “>” character.
Section 5: Assistance Help within the Crexendo Web Portal As you navigate through the Web Portal, context-sensitive Help screens can be accessed by clicking the Options dropdown at the top right of any screen and clicking on the Help Option A Help Screen will pop up letting you read the descriptions and instructions provided for the page on which you are located You can Search for topics of interest by entering a word in the Search Box. A list of Help screens containing the term you searched will appear.
Information on the crexendotelecom.com Website Our website is loaded with information to help you with questions about our products and services. View Videos, download guides and reference materials, or read the FAQ’s and HowTo’s. See the Links to Related Documents in Section 7 Customer Support Contact your Crexendo System Administrator for first-tier answers and troubleshooting The Crexendo Cloud Communications Professional Services Support Team is ready to help at any time at 855.211.
Section 6: Brief Summary of the Parts, Chapters, and Sections in this Guide Table of Contents Preface 1 Introduction 2 Two Ways to Make Changes 3 Organization and Navigation 4 Conventions 5 5 6 7 Assistance Brief Summary of Sections Links to Related Documentation Contact Us An Introduction to the User’s Guide Make changes by using either the phone’s interface or the Crexendo Web Interface How the Guide is organized Defines the icons associated with different types of text, and standards used in t
3 Introduction to the Digital Telephone Adaptor Specifications for the Telephone Adaptor Detail of the Telephone Adaptor Connecting your Telephone Adaptor See below for a list of the contents of this section View specifications, features and a Key to the buttons and functionality of the Telephone Adaptor View detailed images of the Adaptor Review easy-to-understand pictorial instructions for connecting your devices to the Internet and use links to videos on our website demonstrating how to connect Chapte
Part 3: Making and Receiving Calls – The Basics Dialing an extension or an outside line using either the Handset, Speaker Phone, or Headset Call the last number you dialed using the RD button Gracefully send callers to other extensions or numbers with an option to announce the call to the recipient.
Section 7: Links to Related Documents Equipment Specifications SIP 200 Model Phone Specs SIP 300 Series Phone Specs Digital Telephone Adaptor (DTA) Specs Installation Guides SIP 200 Model Phone Installation Guide Listed here are links to other documents that you may find helpful. All of these can be found on our website: www.cexendotelecom.
Section 7: Contact Us Have we helped? Our goal is to assist you to make the most of your phone system. If the Guide doesn’t do that, is unclear or not helpful, or is missing something you want to read about, we want to know that. You can help us by sending any corrections or suggestions to cloudcommunications@crexendo.com.
Part 1: GETTING TO KNOW YOUR PHONE Crexendo SIP Phones provide business-class features for today’s communications needs. This section of the User’s Guide provides detailed information about the different devices, how they work, and step-by-step instructions for the most frequently used calling processes. NOTE: An Internet Connection is required for all Crexendo devices User’s Guide 16 Rev.
Chapter 1: Specifications and Connecting Your Device Sections in this Chapter: Section 1: SIP 300 Series Phones o Specifications o Key to Phone Options o Installation Guide and Video Link for 300P o Installation Guide for 300G o Phone Display Icons Section 2: SIP 200 Model Phone o Specifications o Key to Phone Options o Installation Guide and Video Link for 200 o Phone Display Icons o Wall-Mounting the Phone Section 3: Digital Telecom Adaptor User’s Guide o Specifications o I
Section 1: Introduction to the SIP 300 Series Phones SIP 300 Series Phone Specifications The Crexendo SIP 300 Series Phones are advanced phone devices. The 300P model is Power over Ethernet (POE) enabled to allow power sourcing through POE-compliant equipment. The 300G phone is a gigabit Ethernet phone that is also POE-enabled and comes with a 4.3” color LDC screen.
Key to the SIP 300 Series Phone Options User’s Guide 1 Display Screen 2 Lines 10 Speaker 3 Feature Keys 11 Redial 4 Message 12 Volume 5 Headset 13 Cancel 6 Conference 14 Navigation/Scroll Pad 7 Hold 15 Dynamic Softkeys 8 Mute 9 Transfer 19 Rev.
Connecting your SIP 300P Model Phone The SIP 300P model Phone supports POE (Power over Ethernet) which means you can plug the device directly into the Internet port provided from your network equipment and maintain power to the 300P phone through that mechanism. A separate power adaptor is also included if needed. The step-bystep Installation Guide below can be used to hook it up. You may also click to view the helpful How to Install Your Crexendo 300 Internet Phone video located on our website.
Connecting your SIP 300G Model Phone The SIP 300G model Phone is a dual Gigabit Ethernet device with a color LCD screen. Like the 300P, this phone supports POE (Power over Ethernet) which means you can plug the device directly into the Internet port provided from your network equipment for power The step-by-step Installation Guide below can be used to hook it up. User’s Guide 21 Rev.
SIP 300 Series Phone Display Icons In the Display screen of the phone you may see various icons displayed. They Key below shows those icons and describes their meanings: Icon Description Handset Mode Hands-free Speakerphone Mode Headset Mode Call Mute Missed Call Received Calls Dialed Calls Call Forward Do Not Disturb Auto Answer – NOT USED Voicemail Message Network Unavailable Keypad Lock – NOT USED User’s Guide 22 Rev.
Section 2: Introduction to the SIP 200 Model Phone SIP 200 Specifications The Crexendo SIP 200 Phone is a full-service desk phone equipped with the following standard options: • 3-line LCD with an icon line and 2x15 character lines • 31 keys including programmable and LED keys • 2 x RJ45 Ethernet Ports • 1 x RJ9 Handset Port • 1 x RJ9 Headset Port Functionality available using the phone’s buttons and native software: • 3-way conference, Mute, Auto-Answer • Voicemail, Black List • Call Hold, Call Waiting, Ca
Key to the SIP 200 Phone Options User’s Guide 24 Rev.
Connecting your SIP 200 Model Phone Connecting your phone SIP 200 phone is easy. The step-by-step Installation Guide below can be used to hook it up. You may also click to view the helpful How To Install Your Crexendo 200 Internet Phone video located on our website. User’s Guide 25 Rev.
SIP 200 Phone Display Icons In the Display screen of the phone you may see various icons displayed. They Key below shows those icons and describes their meanings: Icon Description Handset Mode Hands-free Speakerphone Mode Headset Mode Call Mute Missed Call Received Calls Dialed Calls Call Forward Do Not Disturb Auto Answer – NOT USED Voicemail Message (SIP 200) Network Unavailable Keypad Lock – NOT USED User’s Guide 26 Rev.
Wall-Mounting Your SIP 200 Phone To convert the SIP 200 Phone from a desk model to a wall-mounted phone, STEPS: 1) Remove the phone stand from the phone. 2) The Stand can be separated into two parts. Reverse the parts and reattach them so that the angle of the phone is less severe. 3) Reattach the Stand to the phone. 4) Mount the Phone on the wall by suspending it from the two holes in the Stand. User’s Guide 27 Rev.
Section 3: Introduction to the Digital Telephone Adaptor DigitalTelephone Adaptor Specifications The Crexendo Adaptor is a flexible device allowing you to connect your Fax machines, single-line phones, cordless/wireless dect phone systems, and even your PC. Feature Specifications Ethernet Ports 2 RJ45 (LAN/WAN) NAT/Router Yes DHCP Client/Server FXS Port 2 FXO Port No PSTN Pass-through Port No Voice Mail Indicator Yes Voice Codec G.
Detail of the Crexendo Adaptor User’s Guide 29 Rev.
Connecting your Digital Telecom Adaptor Connect your Telephone Adaptor using the step-by-step Installation Guide below. You may also click to view the helpful How To Install Your Crexendo Digital Telephone Adaptor video located on our website. User’s Guide 30 Rev.
Chapter 2: Adjusting Your Phone Sections in this Chapter: Section 1: Speaker Phone Section 2: Using a Headset Section 3: Adjusting the Volume (Handset, Speaker, Headset, Ring) Section 4: Ring Tones Section 5: Setting Date & Time Section 6: Logging into the Crexendo Web Portal Section 7: Customizing the Phone Section 8: Modifying the Phone’s Display Name Label Section 9: Programming Feature Keys (SIP 300 Series only) User’s Guide 32 Rev.
Section 1: Speakerphone Your Speakerphone lets you converse using the speaker in the phone rather than using the handset. It is not the best way to have a private conversation; however, it is very convenient when you have several people around the phone who all need to hear one (or more) people on the other end of the call. You can activate the speakerphone two ways. 1) Once a call has already begun on the headset – While using the handset, press the Speakerphone button and hang up the handset.
Section 3: Adjusting the Volume There are four different volume controls that can be adjusted with the Volume (+/-) Key : the Handset, Headset, Speakerphone and Ringer volume. To raise or lower the volume on the Handset, Headset, or Speakerphone, simply press the Volume (+/-) Key up or down when the phone is in the process of dialing a call or during the call itself. The Ringer volume can be adjusted at any time when the phone is idle (when the handset is hung up.
Section 5: Setting Date and Time The time and date should automatically appear on your phone when it is plugged in and goes through its power-up cycle. The date and time are set based on the time zone you specified at the time the order for the phone was placed. You may manually override the system-provided date/time at any time by using the phone interface.
7) Enter the Time in this format > Press OK or the Save Softkey (SIP 300 Series) to save the new time.
Section 6: Logging In to the Crexendo Web Portal In order to make changes from within the Crexendo Web Portal you must first log in. You do that by going to Crexendo’s website www.crexendotelecom.com. Click the “Login” link at the top of the page. You will be taken to the Keychain which controls the login process and security for the Crexendo Web Portal.
INFO: The password should be easy for you to remember, but also secure. The password must be at least six characters in length. Passwords are casesensitive, so be sure to repeat any capital letters or special symbols you may have included when you confirm your password. 4) Click Register to move to the Messages screen in the Crexendo Web Portal. From here you can navigate to any of the options you require.
Section 7: Customizing the Phone We make it easy for you to edit the information specific to your phone by providing an interactive picture of the device (specific to model) for you to edit. Simply click on the various buttons and display options on the device picture to receive popup windows that will guide you through configuring your phone.
Section 8: Modifying the Phone’s Display Name Label The information in the Display screen of your phone consists of a name label as well as the date and time. The SIP 300 Series phone lets you see a name for each of the six lines available on that device. The SIP 200 Phone has two lines, but only the information on Line 1 appears in the phone’s display. INFO: Only Active Lines will appear on the phone’s display screen. The Name Label defaults to the name of the extension assigned to the device.
Section 9: Programming Feature Keys (SIP 300 Series Phone Only) Feature Keys are programmable keys allowing you to expand your call control options. You can program these additional Feature Keys to forward, transfer, speed-dial, or adhere to the functionality available from various Feature Codes (also known as “Star” Codes.) On the SIP 300 Series Phone, there are 10 programmable Feature Keys. You can assign functionality to a key from within the Crexendo Web Portal.
Feature Key Options The options that can be programmed into each Feature Key are: DND - Do Not Disturb Pressing this button activates the Do Not Disturb functionality. All calls to the phone will be automatically sent to voicemail. Forward All calls to the phone will be automatically forwarded to the number you designate. Transfer You can automatically transfer the caller you are speaking with to the number you designate when you press this button.
Part 2: USING VOICEMAIL User’s Guide 42 Rev.
Chapter 1: Setting Up Your Voice Mailbox Sections in this Chapter: Section 1: Logging into Voicemail on the Phone Section 2: Recording your Name Section 3: Recording your Greeting o By Calling Voicemail Directly o By Changing Voicemail Prompt in Crexendo Web Portal Record Prompt using Text-To-Speech Record Prompt in your own voice Record Prompt by uploading a .
Section 1: Logging into Voicemail on the Phone To set up or change your voicemail options you first need to log in.
Section 3: Recording your Greeting Voicemail Greetings can be recorded two ways: By calling your voicemail directly and following the instructions on the phone or by using the Voicemail Prompt functionality within the Crexendo Web Portal. You may create multiple greetings to be used, for example, when you are out of town, in meetings, or otherwise unavailable. You then can designate which greeting is to be activated.
Change Voicemail Prompt in Crexendo Portal Access your voicemail options by clicking on the Personal Options dropdown list found at the top of the screen in the “Crexendo” bar and selecting My Settings STEPS: 1) In the Voicemail Prompts section, click on the Gear button and select the Add option.
To record your Voicemail Greeting in your own voice STEPS 1) Click the radio button next to the Call me and record option.
To upload a .wav file to serve as your Voicemail Greeting STEPS 1) Click the radio button next to the Upload a .wav file as my recording option 2) Click on the Choose File button to locate the.wav file from the files on your PC 3) When you have selected the file, the name will appear next to the Choose File button 4) Click Save to import the Voicemail Greeting file. You will be returned to the Settings screen You will see that a QuickTime Player has replaced the Add button.
Activate a Different Voicemail Greeting in the Portal The first greeting you create in the Portal will automatically be assigned as the active greeting and will be the one your callers hear when they reach your voice mailbox. If you have created multiple voicemail greetings to be used under different circumstances, and wish to switch to one of those greetings, simply click the radio button associated with the greeting under the Active Prompt heading.
Section 4: Changing your PIN/Password Your Voicemail PIN or Password is a four-digit security code that allows you to access your voicemail account. You will be prompted for this number when you retrieve your messages. The security PIN/Password can be changed two ways: By calling your voicemail directly and following the instructions on the phone or by editing the Voicemail Options within the Crexendo Web Portal.
Section 5: Designating an “Operator” You have the option to allow callers to Zero-Out--press the “0” (zero) key during the voicemail announcement--in order to reach a designated operator. You can assign an Extension or Personal Number to act as the "Operator" within the Crexendo Web Portal. Pressing “0” will transfer the caller to the Extension or Personal Number you choose.
Chapter 2: Retrieving Voicemail Messages & Voicemail Options Sections in this Chapter: Section 1: Introduction to Voicemail Messages Section 2: Retrieving Messages From your Phone Section 3: Retrieving Messages From an Outside Line Section 4: Retrieving Messages From the Web Portal Section 5: Processing Voicemail Messages Section 6: Forwarding Messages to an Email Address User’s Guide 52 Rev.
Section 1: Introduction to Voicemail Messages You may retrieve your voicemail messages in several ways: • • • From your phone - Listen to voicemail messages either through the Handset or over the Speaker Phone. Dial into the system from an outside line – Access your voicemail remotely Using the Crexendo Web Portal – Listen to Voicemail Messages over your computer’s speakers or via headphones Once you have successfully logged into your voicemail you will hear a count of the number of new messages you have.
Section 3: Retrieving Voicemail Messages from an Outside Line To retrieve voicemail messages from your phone using an outside line: STEPS: 1) Dial 877-282-4524 2) Enter the 10-digit Direct Dial number associated with your phone 3) Enter your Extension Number and PIN INFO: You can also dial your 10-digit Direct Dial number and press the * key when you hear the Voicemail prompt to trigger the voicemail login option.
Section 5: Processing Voicemail Messages Once you have listened to the voicemail message you will be presented with a series of options that can be accessed by pressing a number on the Keypad: Listen to the recording again • Press the “1” Key Save the message to listen to later • Press the “2” Key Delete the message • Press the “7” Key Return the call to the person who left the message • Press the “5” Key Forward the message • Press the “8” Key i.
Section 6: Forwarding Your Voicemail Messages to an Email Address You may forward your voicemail messages as attachments in email messages to an email address you specify. This setting is user-specific and edited from within the Crexendo Web Portal by editing the user’s Voicemail Options Access your voicemail options by clicking on the Personal Options dropdown list found at the top of the screen in the “Crexendo” bar and selecting My Settings Then, click on the Phone Tab.
Part 3: MAKING AND RECEIVING CALLS – THE BASICS Sections in this Chapter: Section 1: Making a Call Section 2: Redial Section 3: Transfer a Call Section 4: Forward Incoming Calls Section 5: Place/Retrieve Calls on Hold Section 6: Do Not Disturb (DND) Section 7: Call Waiting Section 8: Two-Way Conferencing Section 9: Call History Section 10: Statuses Section 11: Company Directory (SIP 300 Only) Section 12: Local Directory User’s Guide 57 Rev.
Section 1: Making a Call You use a Crexendo Telephone to make a call the same way you would use any phone. Make calls to fellow co-workers by simply dialing their 4-digit extension number Make calls to outside customers or suppliers by dialing the Area Code + Phone Number. INFO: There is no need to dial a “1” before dialing Long Distance. There is also no distinction between “Inside” and “Outside” calls.
Section 2: Redial The Redial functionality lets you call either the last number you dialed from your phone or view a list of numbers you have dialed previously and select one to call.
Section 3: Transfer a Call Not all calls are for you. Often you will need to transfer a call to someone or somewhere else. You can transfer calls to other extensions or numbers, or to a voice mailbox.
Section 4: Forward Incoming Calls Use the phone’s interface to configure your phone to forward incoming calls to another number or extension STEPS: 1) 2) 3) 4) 5) 6) 7) 8) On the phone, press Menu Use the Down Arrow to move to the Features Option > Press OK Press OK to accept the [Call] Forward option Use the Up/Down Arrows to choose Always [Forward] Use the Left/Right Arrows to toggle to “Enable” Use the Down Arrow to move to the “Forward to:” prompt Enter the number or extension where calls are to be fo
Section 5: Place/Retrieve Call on Hold You can place any active call on hold at any time. Using other lines on the phone you can then choose to make or receive other calls while the original call remains on hold. You can also place any of those additional active lines on hold if you so desire. STEPS: To place an active call on hold, press the HOLD button. The light associated with the line on which the call was made will blink.
Section 6: DND – Do Not Disturb The Do Not Disturb Option forwards all calls immediately to voicemail without ringing the phone. DND is often used when the owner is going to be away from the phone and doesn’t want its ringing to annoy others around it.
Section 7: Call Waiting The Call Waiting feature is enabled on your phone. If you are currently on a call, a new call can still come through to the phone. You will hear a short beep and see the phone’s power light begin to flash. You can then decide whether to accept the new incoming call. Accept an incoming call while already on a call STEPS: 1) Press the OK button. This will put the first call on hold and allow you to speak with the new caller.
Section 9: Call History (Dialing From) Call History is a lot like the Redial function except that it saves the numbers of all calls you have made and all calls you have received. The Call History list is made up of Dialed calls, Received calls, Missed calls, and Forwarded calls.
While positioned on the call record, press the Dial softkey to call the number Section 10: Statuses Statuses let you change how or whether your phone calls reach you. Your current Status is always displayed at the top of the Crexendo Web Portal next to your username and the phone icon. Do Not Disturb and Available are default statuses provided automatically by the Crexendo Web Portal. These statuses cannot be edited or deleted.
Section 11: Company Directory (SIP 300 Series Phones Only) Directories are lists of the users on your telephone system and their associated extensions. A SIP 300 Series phone can import a list of the users on your Crexendo system to a Company Directory on your phone. You can then page through the list and call the selected user from the phone. INFO: Your System Administrator must enable this functionality before a Company Directory can be displayed.
300 Series Phone Adding Contacts to your Local Directory STEPS 1) 2) 3) 4) Press the DIRECTORY softkey. Press OK to select the Local Directory Press the OK button, then press the Add softkey. Use your keypad to enter the name of the contact. You may have to press a number key more than once to get the correct letter. For example, to enter the letter L you will need to press the “5” key 3 times.
Dialing from the Local Directory STEPS 1) Open your list of contacts (Directory > Local Directory > Contacts) then use the Up/Down arrows to highlight the desired contact. 2) Press the Dial softkey to initiate the call If you have entered more than one phone number for this contact you will see a list of their available phone numbers. Arrow Up/Down to highlight the number to be dialed, then press the Dial softkey to call that number.
Correcting Errors Use the left or right arrows to move to the erroneous character. The character will flash. Press the “X” key to delete the character. To insert a character, move the cursor to the number or letter BEFORE the place where you want to insert additional characters. Press OK to save. TIP: You may also use the “X” key as a backspace.
Part 4: TROUBLESHOOTING While rare, problems with your phone can occur. This could be a result of several factors: the phone itself malfunctions, the loss of or reduced quality of your Internet connection, or incompatibility in the software/firmware associated with the phone. The following diagnostic workflow will help with troubleshooting problems you might encounter. Please contact your System Administrator if you continue to have difficulty making or receiving calls. User’s Guide 71 Rev.
Troubleshooting the Crexendo SIP Phone Is the Phone On? YES NO YES Does the phone display the correct date and time? NO • Unplug power from modem and/or router (if present) then proceed to connect Internet cables • Connect power to the modem first and allow to boot • Connect power to the router and allow to boot • Then connect the phone and allow to boot NO • Is the phone On now? YES Is the Internet working on the PC? Can customer perform an internet search? NO YES Can the customer make a phone
