Page tree

Contents

Overview Video

View the video below for a general overview of the Allworx phone system.

Staff Initial System Setup

NOTE: When you access the Allworx message center, the system will present a number of options, but please follow these directions exactly when setting up your greeting for the first time. 

Record your name: (from your extension)

  1. Lift handset and press “Messages” button twice or if you are on a cordless phone, press and hold the "1" key for 3 seconds.
  2. Enter your temporary PIN (1234) followed by “#”.
  3. Follow system voice instructions to change your PIN.
  4. Press 4 to change message center system settings.
  5. Press 2 to change the recording of your name.
  6. Follow system voice instructions to record your name and press 1 when done.
  7. Hang up.

Record your greeting: (from your extension)

  1. Lift handset and press “Messages” button twice.
  2. Enter your PIN followed by “#”.
  3. Press 4 to change message center system settings.
  4. Press 3 to manage your greetings.
  5. Press 0 to manage your default greeting.
  6. Press 1 and record your greeting after the tone. Press “#” when done.
  7. Press 1 to save your greeting.
  8. Hang up.

    Standard greeting script:
    Hi, this is (your first and last name), (your title) for (your practice name). I am sorry that I'm not available to answer your call at the present time.  Please leave your name and number, along with a brief message after the tone and I'll contact you as soon as possible

      

Review Phone System Functions:

Review the "Allworx System Functions" articles in the sections below to learn the basics on using the office Allworx phone system.

Outside Line Access

  • Select a line appearance and dial 9 + to dial an outside phone number

Check Voicemail Messages

  • Press the MESSAGES button on your phone once for the Visual Message Center or twice for the Audio Message Center and enter your voicemail password.
  • To check your messages from any other Allworx phone, dial 6 + your extension to access the Audio Message Center.
  • To check messages from outside the office, dial the main office number and when the greeting begins to play, dial 404 to access the Allworx Message Center. Then follow the prompts to access your voicemail box.

The following shortcuts are available while listening to a voicemail message when using the Audio Message Center:


1REPLY to this message.6Play the NEXT message.
2FORWARD this message.7REWIND the message 10 seconds.
3DELETE this message.8FAST FORWARD the message 10 seconds.
4REPLAY this message.9CALL BACK the user who left the voicemail.
5Play the PREVIOUS message.#SKIP to the end of the message.


Handset Call Handling Buttons

Handset Navigation/Select Buttons

Allworx Verge phones with 12 programmable buttons feature 4 pages of function buttons (48 total) that can be dedicated to internal or external contacts and other features. To navigate to other function key pages, locate function buttons on upper right edge of phone, select the navigate left, navigate up, navigate right, or navigate down buttons which will reveal a new page of function buttons, and press desired function key. Press the middle select button to go back home. The navigation buttons are also used for settings menus.

Call Transfer (blind)

  1. Press the TRANSFER button. The current call is placed on hold.
  2. At the dial tone, dial the extension or the phone number of the intended recipient of the transfer.
  3. Hang up.

Call Transfer (attended)

  1. Press the TRANSFER button. The current call is placed on hold.
  2. At the dial tone, dial the extension or the phone number of the intended recipient of the transfer.
  3. Wait on the line to announce the transfer to the intended recipient when they answer the call.
  4. Press the TRANSFER button or XFER soft key when ready to complete the transfer.

Call Transfer (directly to voicemail)

  1. Press the Transfer button. The current call is placed on hold.
  2. At the dial tone, press the VMAIL soft key, then dial the user's extension.

3-Way Conference

 After connecting to the first person, follow these steps to initiate a 3-way conference:

  1. With the 1st person on the line, select another line (1st person will automatically be put on hold) and call the second person.
  2. Press the Conference button.
  3. Press the flashing button where the first person is on hold.
  4. All three callers are now able to conference. The Conference button will be illuminated solid red

Personal Speed Dial Set Up

  1. Press the CONFIG soft key.
  2. The PERSONAL SPEED DIAL selection should be highlighted; press Select (✓).
  3. Use the ▲ ▼ keys to choose a desired speed dial number, then press Select (✓).
  4. Use the keypad to enter the extension or phone number, then press Select (✓).
  5. Use the keypad to enter a name to associate with the entered number. Note: The ▲ ▼ keys act as a backspace and the # key can be used to put spaces between the characters in the Speed Dial Description.

Personal Seed Dial Usage

  1. Pick up a free line.
  2. Press the SPDIAL soft key.
  3. Press the number on the keypad corresponding to the desired speed dial.

Change Presence Setting

  1. Press the Presence soft key (if your phone display has one) or press and hold the Mute/DND button until a list of presences appear on the display
  2. Use the ▲ ▼ keys to choose a desired presence, then press Select (✓).
  • Recording a Unique Phone Presence Voicemail Greeting: A unique voicemail greeting can be configured for each presence setting. To record a greeting for a presence setting, access the message center by pressing the phone voicemail button twice and follow the instructions to record a voicemail for any of the available presence settings (In Office, At a Meeting, On Vacation, On Business Trip, At Home, Away, and Busy). When a caller listens to your voicemail when your phone is in the designated presence setting, they will hear the associated greeting you recorded.
  • Setting a Custom Phone Presence Call Route: For any presence setting, call routing can be configured to forward your calls to another phone either immediately or after first trying your office phone. Call routing is very flexible and can be configured in many ways - please contact DHS support if you would like assistance setting up call routing for any of your phone presence settings.
  • Presence and DND Function: By default, if a presence setting is selected another than "In Office", your phone with enter DND (do not disturb) mode and calls will be routed to your voicemail.

Do Not Disturb

  • Press the Mute/DND button to place the phone in Do Not Disturb mode.
  • The phone will not ring, the Mute/DND button will be illuminated amber, and any calls to the user will go to the next destination in your extension call route (usually your voicemail inbox).
  • Press the Mute/DND button again to end Do Not Disturb. 

Parking a Call

  1. With a caller on the line, press the Park button - the parking extension number will be displayed briefly on the phone's screen.
  2. Notify the intended recipient of the call that there is a call parked for them to pick up when they are ready to accept it.
  3. When the recipient is ready to pick up the call, they will press the Park button, use the ▲ ▼ keys to select the parked call, and then press Select (✓)

Answer Other Ringing Phone

To answer a ringing phone, dial 7 + the ringing phone's extension.

Log Into Another User's Phone (Hot Desk Function) 

When occupying another staff member's desk, it is possible to log into their phone as yourself so you can receive all your calls, just as you would at your own desk. To hot desk into any phone in your office, do the following:

  1. With the handset on-hook, press the "CONFIG" soft key on the upper left hand corner of the phone.
  2. Use the ▲ ▼ keys to select "Hot Desk Login" and then press Select (✓)
  3. Enter your extension number and press the "OK" soft key.
  4. Enter your voicemail PIN number and press the "OK" soft key.
  5. In a few moments, the phone will show your name and extension number and you can now receive your calls.

NOTE: To log out of a phone that another user has logged into, press the "CONFIG" soft key on the upper left hand corner of the phone, use the ▲ ▼ keys to select "Hot Desk Logout" and then press Select (✓)

Enable / Disable Closed for Meeting Greeting

To enable your office "Closed for Meeting" greeting to let callers know you are in a company meeting:

  1. Press the schedule function key on the right hand side of your phone configured by DHS support.
  2. Press "Setup" soft key on lower right hand corner of display.
  3. Use the ▲ ▼ keys to select "Night" and then press Select (✓)
  4. Use the ▲ ▼ keys to select "Closed for Meeting" and then press Select (✓)

To disable your office "Closed for Meeting" greeting and play your standard greeting again when you meeting is finished:

  1. Press the schedule function key on the right hand side of your phone configured by DHS support.
  2. Press "Setup" soft key on lower right hand corner of display.
  3. Use the ▲ ▼ keys to select "Day" and then press Select (✓)
  4. Use the ▲ ▼ keys to select "Open" and then press Select (✓)

Note: If your meeting ends after practice hours, when disabling the greeting, select "Night" mode and "Closed" for steps 3 and 4.

Handset Tips

  • Leave Voicemail Directly: To leave a voicemail directly for a user, skipping their greeting, Dial 3 + Extension.
  • Bypass Greeting: To bypass a greeting you are presently listening to and leave a voicemail immediately, press "#"
  • Call Extension within User's Voicemail: While listening to another user's voicemail greeting, dial * plus the extension number to be immediately transferred to any internal extension.
  • Indicator for Phone Status: The plastic tab on top of each phone is called the "Wing Ring" indicator and when it is lit, that is your indication that the staff member is on the phone.

Interact Login

Allworx Interact is the optional desktop software component to the Allworx phone system

  1. Launch Interact: In most cases, Interact will automatically launch when you log into your computer but if it does not, double click on the "Interact" icon on your desktop.
  2. Enter your Login Information:
    1. Allworx Username: Username specified during your system training session.
    2. Allworx Password: Username specified during your system training session.
    3. Allworx Server: Click "T" button and enter "allworx.yourdomainname.com". For example if your website domain was "smilesdental.com" you would enter allworx.smilesdental.com.
  3. Select "Don't Ask" Option & Log In: Click to check the box "Don't ask again" so automatic login is enabled and click "Login" button.

 
Interact Phone Directory & Contacts

  • View Desired Contacts by Selecting Filters:
    • Directory filter: click to show all internal phone user extensions.
    • System filter: click to show all internal system (non-user) extensions.
    • Personal filter: click to show all contacts with phone numbers in your Outlook person contacts list.
    • Favorites filter: click to show all extensions or contacts you have marked as favorites (to mark any extension or contact as a favorite, right click on the contact and select "Favorite").
  • Dialing Contacts: Dial any contact by double clicking on it.
  • Searching Contacts: Search for any extension or contact by entering any identifying information info the "search all fields" box in the "Contacts" column.


    Filters can be clicked on (will turn blue when on) or off depending on what you would like to show in the window. To see all user extensions in your directory that you have marked as favorites for example, click "Directory" and "Favorites" so both are selected and show in blue.


Interact Call History

  • Calls are Logged: Each call is logged and shows caller ID if available, date & time, and duration.
  • Call Type is Distinguished with Icon: Outbound calls are marked with a blue arrow pointing outward, answered, inbound calls are marked with a green arrow pointing inward and missed inbound calls are marked with a red arrow pointing inward.
  • Dial using Double Click: Double click to dial any number in the list.
  • Use Search Field to Search Call History: Search for any call by entering any identifying information info the "search all fields" in the "Call History" column.

Interact Active System Calls

The "Active System Calls" pane shows whom staff members are talking with currently.

Interact Call Recording

To record an active call or call conference, click the Call Record button. Recorded calls are automatically saved to your "RecordedCalls" folder located in your computer "Documents" folder.

Interact Call Transfer (blind)

Perform the following steps to perform a blind transfer.

  1. Click "Blind Transfer" Button: With a caller on the line, Click "More" and click "Blind Transfer".
  2. Select Transfer Target: Under "Contacts" click the person you would like to transfer the call to (you can transfer to any contact in your organization, outside of your organization, or to any caller listed under "Call History").
  3. Hang Up: The call is immediately transferred to the call recipient.

Interact Call Transfer (attended)

Perform the following steps to perform a attended transfer.

  1. Click "Attended Transfer" Button: With a caller on the line, Click "More" and click "Attended Transfer".
  2. Select Transfer Target: Under "Contacts" click the person you would like to transfer the call to (you can transfer to any contact in your organization, outside of your organization, or to any caller listed under "Call History").
  3. Announce the Call: Wait on the line until your recipient answers to announce the transfer.
  4. Complete the Transfer: Once the call is announced, click "Transfer" to transfer the call.

Interact Call Transfer (directly to voicemail)

Perform the following steps to perform a voicemail transfer.

  1. Click "Transfer to Voicemail" Button: With a caller on the line, click "More", and click "Transfer to voicemail" (you can also select "Transfer to my voicemail" to transfer the call to your voicemail instead).
  2. Select Transfer Target: Under "Contacts" click the person you would like to transfer the call to (you can transfer to any contact in your organization, outside of your organization, or to any caller listed under "Call History").
     

Interact 3-Way Conference

  1. Call 2nd Person: With the 1st person on the line, select another line on your phone (1st person will automatically be put on hold) and call the second person. If you already have a 2nd caller on the line this step can be ignored.
  2. Click "Conference" Button: On 2nd call appearance, click "More" and click "Conference".
  3. Start Conference: All three callers are now able to conference. To remove a caller from the conference, click "End Call" next to caller you want to remove.|

Interact Parking a Call

  1. Click "Park" Button: Click "More" and click "Park".
  2. Notify Recipient: Notify the intended recipient of the call that there is a call parked for them to pick up when they are ready to accept it.
  3. Recipient Picks up Call: When the recipient is ready to pick up the call, they will click "Parked Calls" and double click to retrieve the call.

Interact Other Options

                                        



1 Comment

  1. John, please provide steps on how to cancel a conference call and get back to original caller. Also adding how to cancel a conference call and stay on the phone with the second person called would be helpful. Thanks.