For administrators

Administrator guide

For whoever looks after the phones at your company. Most day‑to‑day changes are yours to make; a short list is ours, and this page is mostly about knowing which is which.

What you can change yourself

Adding, editing and disabling people and their extensions
Where unanswered calls go, per person and per department
Ring groups — who is in them and in what order
Auto‑attendant menus, and what each key does
Business hours, after‑hours behavior and holidays
Greetings and prompts
Which direct‑dial number points where
Call recording policy, where your company uses it
Your logo and color in the portal your staff see

What you must tell us instead

These are not self‑service, on purpose. Each one has a consequence that is invisible in a form and serious in practice.

Moving office, or opening a new site. Emergency calls are routed to a registered address. Tell us before the move, not after.
Moving a handset to a different building. It keeps the emergency address of the site it was set up for until we change it.
Porting a number in or out, or ordering a new one.
Enabling business texting, or changing what you use it for — carrier registration takes days and the categories matter.
Turning on international dialing. Off by default, so a stolen credential cannot run up a bill overnight.
A large increase in staff, so we can check your capacity before the busy week rather than during it.

Adding somebody

In the portal, go to Users and add them: name, email, extension.
Decide their role — most people are an everyday user; give administrator only to people who should change the phone system.
If they need a desk phone, add the device with the MAC address from the label on the back, and pick the model.
Open a provisioning window for that phone, then plug it in. It configures itself.
Add them to whichever ring groups they belong in.

For a batch of people at once, use the bulk import rather than the form fifty times.

Removing somebody

Two separate decisions, and the second is the one people forget.

Disable the user. Their sign‑in and their phone credential stop working immediately. Do this as part of the same routine as disabling their email.
Decide where their calls go. Point the extension at a colleague or a department. An extension left ringing an empty desk is the commonest way a business quietly loses calls.

Also check the menus and groups they were in. The portal will warn you when something still points at what you are removing — read the warning rather than clicking past it.

Provisioning a desk phone

Phones configure themselves from their MAC address, but only inside a window you deliberately open.

Find the device in Phones and open a provisioning window.
The window is short by default, and closes as soon as the phone has collected its configuration.
You can pin it to your office’s public address so the configuration is only served to a phone in your building.
Each window is single‑use. Re‑provisioning the same phone later needs a fresh one.

If arming is refused, read the reason. A phone with no MAC address, or a model with no template, is rejected up front rather than accepted and then failing at the handset, which looks like a broken phone and wastes a trip.

Call routing

Design it from the caller backwards, not from your org chart forwards.

Where should a call end up if everything goes well?
Who else could take it if that person is busy?
What happens if nobody answers? This must be a real destination.
What happens out of hours?

Always leave a way to reach a human. A menu with no option for “I do not know which department” loses the callers who were least sure what they needed — often new customers.

Business hours and holidays

Set hours once and the system follows them. Set the holiday list at the start of the year, and put a reminder in your calendar to add next year’s. The commonest after‑hours failure is a holiday nobody entered, so the main number answers as if it were a normal Tuesday.

For an unplanned closure — weather, a burst pipe — you can override manually without editing the schedule.

The audit log

Every configuration change is recorded: who made it, what changed, what it was before, and where they were. The log is append‑only, so entries cannot be edited or removed, including by us.

It is the fastest way to answer “why did the phones start behaving differently on Tuesday?”, usually because somebody changed something on Tuesday.

Roles

Role	Can do
Company administrator	Everything in this guide: people, routing, hours, recording policy, company settings.
Department manager	Manage their own department — its members, its group, its mailbox — without company‑wide settings.
Everyday user	Their own voicemail, their own forwarding, their call history, and the directory.

Roles are enforced on the server, not just hidden in the page: a user cannot reach an administrator's data by guessing a web address.

Give administrator sparingly. Two is usually right — one is a single point of failure when they are on holiday, and six means nobody knows who changed the menu.

When to contact us

Anything that looks like a fault — calls failing, audio problems, phones not registering after a restart
Any of the “tell us instead” items above
A change you want to make that the portal will not let you make, usually because it has a consequence worth a conversation

When reporting a call problem, the two most useful things are the number involved and roughly when it happened. With those we can find the call itself and see what occurred, rather than asking you to reproduce it.