Updates August 2020

Mobile:

  • Initial alpha testing has been positive. We have already exceeded our limited beta.

Desktop:

  • Team his hard at work on a new desktop version.

Voice:

  • Another great month of reliability, adding capacity on West coast to meet customer demand
  • Significant effort has gone into improving call quality and we are seeing great improvements
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Updates July 2020

Admin Updates:

  • Messaging section simplified. Now you can create a team, associate a number and add extensions.
  • Customers can now bulk archive their own faxes!
  • Performance and reliability upgrades to Music on Hold system

Desktop:

  • Simplified Messaging experience to avoid confusion between different internal and external messaging types.

Voice:

  • We had a full quarter of 100% uptime on both regions! This surpasses our goal of 99.99% uptime!
  • Enhancements to our Fanvil and Yealink Phones
  • Support for new Fanvil Hosptality H5 Device

Mobile:

  • We are currently performing internal testing on our iOS mobile application. We are monitoring several key stability indicators before we release to beta users.
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Setting up an Auto Attendant

Auto-Attendant

Creating an Auto-Attendant

  1. Login to the Definitions.
  2. Go to Switch Board.
  3. Select the Switch Board you wish to edit.
  4. Click Launch Editor.
  5. Click Auto-Attendant. Move to the Desired locations.
  6. Link the auto-attendant to the other actions as needed. For more info on Linking Actions see Editing a Switch Board.
  7. Change the Sound Clip if desired. To change a sound clip see Sound Clips.
  8. Add or remove options as desired.
  9. Link each option to the desired action. See Switch Board canvas for details.
  10. Save and exit Switch Board Canvas.
  11. Select Apply Config.

Tips: Make sure the Sound clip reflects the options. You can have hidden options by omitting the options from the sound clip.

Editing an Auto-Attendant

  1. Login to the Definitions.
  2. Go to Switch Board.
  3. Select the Switch Board you wish to edit.
  4. Select Launch Switch Board Editor.
  5. Go to the desired Auto-Attendant
  6. Change the Sound Clip if desired. To change a Sound Clip see Sound Clips.
  7. Add or remove options as desired.
  8. Link each option to the desired action. See Switch Board canvas for details.
  9. Save and exit Switch Board Canvas.
  10. Select Apply Config.

Tips: Make sure the Sound clip reflects the options. You can have hidden options by omitting the options from the sound clip.

Additional Settings for Auto-Attendant

  • Timeout- The amount of time allowed for user input.
  • Repeat time – The amount of times to repeat the auto-attendant if no option is pressed.
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Switchboard -Drag and drop dial plan editor

Switch Board / Dial Plan Editor

The Switch Board tool allows Administrators to easily create custom call routing features (also known as a Dial Plan). Using our simple interactive canvas create any custom call routing plan to create your masterpiece.

Creating a Switch Board / Dial Plan Canvas

  1. Login to the Definitions.
  2. Go to Switch Board.
  3. Click +New Switch Board button.
  4. By default, the 1000 series is assigned, but this number can be changed. Accept or assign a new extension number.
  5. Name the Switch Board.
  6. Select Create Switch Board.
  7. Select Apply Config.

Editing a Switch Board / Dial Plan Canvas

  1. Login to the Definitions.
  2. Go to Switch Board.
  3. Select the Switch Board you wish to edit.
  4. Click Launch Switch Board Editor.
  5. Add, edit, or remove Canvas actions as desired by choosing from the icons at the top and placing them on the canvas.
    1. Simple Dial – sends the call to the selected extension and rings for the amount of time specified in the Timeout.
    2. Direct Line – sends the call to the selected extension and will continue to ring until answered or, if the line is unattended or the Do Not Disturb is active, it will go to voicemail.
    3. Auto Attendant – plays a selected sound clip. A timeout may be specified as well as a repeat. The sound clip is played while the user waits for a live person to answer. Add Option is available to allow user to choose another extension to call. More information on Auto-Attendant below.
    4. External Number – this option sends calls to the specified external number. For example, this might be used when a person leaves the office and wants incoming calls to be routed to his/her cell phone.
    5. Leave Voicemail
    6. Receive Fax – allows the line to be directed to a virtual fax.
    7. Schedule – for a business this is used to route calls based on the hours of operation specified in the Schedule.
    8. Sound Clip – plays a sound clip specified
    9. Wait
    10. Hang Up – ends the call
    11. Jump to Dial Plan – sends the call to another Dial Plan selected.
    12. Conference Room – sends the call to the Conference Room selected.
    13. Queue – sends the call to the queue specified.
  6. From the Start Icon on the Canvas, select the “Drag” icon and move the mouse to the receiving “Drop” icon to link the canvas actions together. Continue linking the icons in the same manner.
  7. Select the Save button and select the Back button to exit Canvas.
  8. Select Apply Config to save changes to the vault.

Tips: When editing an action that does not have a drop down that you need, save and exit the Canvas and create the needed feature. Make sure all actions are connected in the correct order of operations. Any action not connected will be omitted from the Dial Plan.

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Music on Hold MOH

Music on Hold

Music on hold audio is used to keep the caller engaged, whether just listening to background music to help ease the hold time or a message about your new products/services. It can also serve as a powerful tool to market and educate you caller.

Upload Music to Mango Voice

  1. Select ‘Upload Music File’
  2. Name new file and select ‘Choose File’
  3. Choose File (must be .WAV or .MP3)
  4. Click ‘Upload Hold Music’

Create a Playlist

  1. Login to the Mango Voice web interface
  2. Select ‘Music On Hold’
  3. Select ‘New Playlist’
  4. Name the new Playlist and click ‘Create Play List’

Add music to your Playlist

  1. Select the new playlist
  2. Click ‘Add’ next to the audio file you want in the Playlist
  3. Click ‘Update Play List’

Select Music on Hold Playlist

  1. Select ‘Settings’
  2. Selects ‘Defaults Tab’
  3. Click on ‘Hold Music’ drop down box
  4. Select your new Playlist
  5. Click Choose File (must be .WAV or .MP3).
  6. Select Create Hold Music.
  7. Select Apply Config.
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What Headsets are compatible with the Cisco SPA 500 Series Phone?

Any 2.5mm headset or headset adapter should be compatible. You can also use most headset adpaters with a Handset lifter. Plantronics and Cisco have worked together to offer a more seemless solution. Cisco has incorporated a built-in amplifier in the headset port, this eliminates the need for an external amplifier and allows for noise-cancelling headsets. All PLANTRONICS H-SERIES HEADSETS are compatible if they come with a 2.5mm plug or you can also use a 2.5mm to Direct connect cable (model 64279-02 or 70765-01)for use with direct connect style headset.

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Virtual Switchboard

Learn how to create and edit your switchboard also known as a dial plan.

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Sound Clips

Learn how to create sound clips such as auto attendant recordings, etc. to use throughout your phone system.

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Manage Schedules

Manage schedules based on the time of day, day of the week, or specific holidays.

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Add Edit Users

Add or edit users who have access to your phone system

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