one_phone portal guide.pdf

StarHub O.N.E. Phone User Guide of 14

StarHub O.N.E. Phone

Quick User Guide


Contents

(A) Introduction 3

(B) StarHub O.N.E. Phone 3

(C) StarHub O.N.E. Phone Features (Basic 150 and Premium 1500) 4

1. Making Calls 4

2. Call Hold 4

3. Call Transfer 4

4. Multi-Party Conference 4

5. Hunt List (Smart Call Forwarding) 5

6. Call Park 5

7. Call Pickup 5

8. Call Pickup – Direct 5

9. Caller Number Display 5

10. Malicious Call Trace (For Fixed Line Only) 6

11. Last Number Re-Dial 6

12. Last Call Return 6

13. Call Logs 6

14. Making IDD Calls 6

15. Voicemail 7

(D) Portal Quick Reference 8

(E) Feature Codes 9

(F) Features and Benefits 10

(G) Technical Requirements 11

(H) Appendix 12


(A) Introduction We thank you for choosing StarHub O.N.E. Phone service, the next generation of Integrated Communication Solution for your business. StarHub O.N.E. Phone Service offers you a range of features that enhance the way your business communicates. This guide will explain how to get the best out of your StarHub O.N.E Phone Service.

(B) StarHub O.N.E. Phone The StarHub O.N.E. Phone comes in two packages, Basic 150 and Premium 1500, both offers you:

• Local calls to fixed and mobile telephone lines (StarHub and other operators)

• IDD calls (StarHub and other operators)

• Directory Enquiry and Operator Assistance services (100)

• Local (1800) toll-free services

• Local (1900) premium services

• International Calling Card (Application and Enquiries)

• StarHub Customer Service, billing and fault reporting numbers

• Emergency numbers (995 and 999)

StarHub O.N.E. Phone Basic 150 and Premium 1500 package offers the following features: - Call Hold

- Call Transfer

- Hunt List (Smart Call Forward)

- Caller Number Display

- 12-way Conferencing

- Malicious Call Trace

- Call Park

- Call Pickup

- Call Pickup – Direct

- Group Call Hunting

- User Portal

- Voicemail


(C) Basic Features (Basic 150 & Premium 1500)

1) Making Calls

You can make calls to any Singapore-registered number by dialing either 4 or 8-digit number. However, when making calls from your mobile to any 4-digit number like 1633 0r 1303. You would need to add a prefix “9” in front of these numbers

e.g. 9,1633 or 9,1303

2) Call Hold

To initial a call hold, press the asterisk key followed by 77 (*77) during a call. To return to the call on hold, press the asterisk key and followed by 77 (*77) again.

3) Call Transfer

Consultative Transfer 1. Press the asterisk key and followed by 77 (*77) during an active call

2. The first call is put on hold, dial the second phone number followed by # key.

3. When the second person answers, you can have a private conversation before transferring the call over.

4. To connect the call to the second person, hang up the phone.

Blind Transfer 1. Press the asterisk key and followed by 77 (*77 ) during an active call

2. The first call is put on hold, dial the second phone number followed by # key.

3. When the phone rings, hang up.

4) Multi-party Conference Calling

To schedule a conference call, you must set the conference schedule, conference members (extension users, group contact, and personal contact), maximum members, conference room, conference password, conference type (including instant conference and scheduled conference), start time, and short message notification.

1 From the User's Portal, select Conference Call > New Conference.

2. Set the parameters on the page.

3. Click the OK button.


5) Hunt List (Smart Call Forwarding) Smart Call forwarding is made up of multiple call hunting modes from the User Portal. User can set up to 3 call hunt list.

1. To login to User portal: http://203.116.117.23:88/user/right/login.do

2. Key in user phone number and password

3. Go to User Setting Smart Call Forwarding Setup

4. Create a ring strategy name for your own reference

5. For the 1st ring, go to Feature Select “Busy” OK. You will see a “Change successful” message

6. Ensure status is “activated” by clicking the “Activate/Suspend” icon

Now the Smart Call forwarding is activated and all incoming call will be prompted “the user is busy now, please call again later”.

6) Call Park

The call park feature allows an extension user to park a call on a specified number.

To use this feature, perform the following steps: 1. Make sure that the call park feature is enabled. If this feature is not enabled, enable

it by selecting Call park/pickup on the extension list page on the User's Portal.

2. Press the asterisk key ("*77") and hear the beep tone.

3. Press "98" (the call park code) and hear the confirmation announcement with temp line number.

7) Call Pickup

The call pickup feature allows a user to answer his/her call from another extension. To enable this feature, select Call park/pickup on the extension service status page on the Extension User's Portal. To Park a Call, press *77 then followed by 98 to get a temp code.

8) Picking up - Direct

This feature allows user to pick up a call from another unattended ringing phone. To pick up a call directly, pick up the handset, dial *53 and then dial the extension where the phone is ringing. You will be connected to the caller.

9) Caller Number Display

Your caller ID will be shown by default.

To block your Caller ID on a per-call basis, press *82 followed by the outbound number.

To permanently Block your caller ID, press *61

To permanently Unblock your caller ID, press *65

http://203.116.117.23:88/user/right/login.do


10) Malicious Call Trace (For Fixed Line Only) When user received a malicious call, he can put a trace on it by dialing *57.

11) Last Number Re-dial

To redial the last outbound call, press *00

12) Last Call Return

To make a call to the last dialed number, press *69

13) Call Logs

You can view and make calls from your missed, incoming, and outgoing call logs using the portal display. The logs display the last 30 calls placed to or from your phone. The feature uses Caller ID to show the date and time of the call and the caller’s name if the calling number is in your contacts list. To view call logs from the portal, select Log Query > Log Query: To view Incoming Calls

Select the incoming call tab to view your incoming calls

Input the day and time and click Query

Select the calling number and click the Call icon to establish the call.

To view Outgoing Calls

Select the Outgoing call tab to view your Outgoing Calls


Select the calling number and click the Call icon to establish the call

To view Missed Calls

Select the Outgoing call tab to view your Missed Calls


Select the calling number and click the Call icon to establish the call

14) Making IDD calls

Use IDD 008 for premium quality, crystal clear IDD calls Dial: 008> Country Code> Area Code> Telephone No.

Use IDD 018 for smart savings and longer talk time. Dial: 018> Country Code> Area Code> Telephone No.


15) Checking Voice Mail Message

1. Message Retrieval

Dial 9,1303 (enter Voicemail password) # button. Press 1 to access main menu.

You can also access your Voicemail from a StarHub Mobile line or another operator’s fixed and mobile line by Dialing 9,1303 (or +65 98501303 if you are overseas) and enter your (phone number) # (Voicemail password) #.

Press 1 to access main menu. Notes:

This service does not support Message Waiting Indicator that can alert you when you have message/s in your mailbox.

2. Other Voicemail Functions Leaving messages in voice mailboxes of other StarHub O.N.E. Phone and StarHub Mobile users: Dial 9,1303 (or +65 98501303 if you are overseas) and enter (the other party’s number) #. You will hear the default or personalized greeting “You have reached mailbox number <O.N.E Phone or mobile number>. Please leave your message after the tone”. To personalize your own greetings: Dial 9,1303 (or +65 98501303 if you are overseas) and enter your (Voicemail password) #.

Press 2 to access your greetings menu To record your greeting, press 2 followed by 3 To play your greeting, press 2 followed by 1

3. Changing Your Voicemail Password

O.N.E. Phone’s voicemail is secured by a password. The default password is 8888.

To change your voicemail password:

– Dial 9,1303 and log into your mailbox

– Press 8 to access your Personal Options menu

– Press 2 to access your Password Options

– Press 3 to modify your password. (4 to 7 digits number)

– Press # to confirm the new password If you have forget your password, please call Service Support Helpdesk at 1631


(D) Portal Quick Reference

O.N.E. Phone Service offers you access to a user-friendly browser to access directory services, call logs, personalize call treatments (such as smart call forwarding) and customize phone features from any web connection.

1) Logging into the User Portal

To log into the portal:

i) Open a Web browser on your computer.

ii) Enter the URL for your Portal: http://203.116.117.23:88/user/right/login

iii) Enter your Portal Login ID and Password provided by your office administrator.

Login ID: 6635xxxx Password: ******

iv) Enter the Verification Code provided and click the Login button.

2) Assigning Personal Speed Dial Numbers

You may create up to 20 personal speed dial numbers from *01 to *20. Each speed dial number corresponds to a phone number. When the speed dial number is dialed, the system will dial the corresponding phone number.

To assign speed dial numbers.

Select User Settings > Speed Dial

Click the speed dial number to be configured,


In the dialog box, configure the Phone Number, click OK

(E) Using Feature * Codes

To use the * codes, lift the handset, then enter the * code you want to use:

Dial Description

*00 Redials the last number called.

*01 - *20 Reserved for personal speed dial numbers.

*53 Activates the Directed Call Pickup feature, which lets you retrieve a

call that is ringing at another extension by dialing *53 followed by the

extension.

*57 Activates the Malicious call trace feature. You can trace an Malicious

phone call after you hang up by pressing *57. This feature only works

for external calls.

*61 Activates caller ID blocking for all outgoing calls. To deactivate caller

ID blocking, press *65.

*65 Enables caller ID on all outgoing calls.

*82 Lets you block your caller ID on a per call basis by pressing *82

before you enter the phone number you want to call.

*69 Activates the Last Call Return feature for the last incoming call,

which lets you redial the last incoming call.

*77 Call Hold

*77 - 98 To Parks a call.

*99 Picks up a call parked on your own number.


(F) Features and Benefit of Your New Service

The following is a list of enhanced features available through your StarHub O.N.E. Phone Service:

Feature

Description

Malicious call trace Lets you output information to your service provider about calls from annoying parties.

Call logs Lets you view logs for missed, incoming, and outgoing calls.

Click-to-call Lets you call any number displayed in your call lists or contacts lists from the user portal.

Caller ID Lets you see the name of the caller if their number is in your contacts list.

Caller ID blocking Lets you block your caller ID on all outgoing calls by pressing *61.

Caller ID blocking per call Lets you block your caller ID on outgoing calls on a per call basis by pressing *82 before you enter the phone number you want to call.

Caller ID unblocking Lets you unblock your caller ID for all calls by pressing *65.

Simultaneous ringing Forwarded calls ring all your forwarding locations at the same time.

Call transfer Lets you transfer an active call to another extension using star code.

Call park Lets you place an active call in a 'hold' state, where it can be retrieved (picked-up) by another user.

Call pickup Lets you retrieve a call that has been parked at any extension.

Call pickup - Direct Lets you retrieve a call that is ringing at another extension by dialing a code and the extension that is ringing.

Last number redial Lets you automatically redial the last dialed number by pressing a single button on your telephone.

Last call return Lets you automatically redial the number of the last incoming call by pressing *69.


(G) O.N.E. Phone - Technical Requirement

Network Requirement

Broadband Internet connection (4MB or higher) Broadband Modem / Router must be able to support SIP traffic Regular Analog touch-tone telephone (RJ11 interface) StarHub-supplied integrated access device (IAD)

To access User and Admin Portal (StarHub O.N.E. Phone Service)

A computer with the minimum specifications below: Minimum Requirement:

CPU: 2.2 GHz processor Memory: 2GB of Memory Disk space needed: 40GB

OS: Windows XP Pro, Windows 2000，Windows2003.

OS: 32 bit IE 6.0 and 7.0

Firewall Requirements

Broadband Internet bandwidth required per concurrent call: at least 90Kbps. Please ensure sufficient bandwidth is available if using the Internet connection for concurrent data access.

Broadband Internet connection for concurrent data access.

The following firewall ports need to be opened if the integrated access devices (IADs) are used behind a firewall:

UDP Port: 69 (TFTP)

UDP Port 21 (FTP)

UDP Port 5060 (SIP)

UDP Port 16000 to 16228 (RTP) – Source

UDP Port 20000 to 34999 (RTP) – Destination

TCP/IP Port 88, 8000 (http)

TCP/IP Port 5000 to 5009

Phone Service will only support dynamic IP addressing. Customers using Internet access with static IP addressing must enabled the DHCP feature of their routers.

It is recommended that voice and Internet data do not share the same Internet access circuit without hardware QoS provision to ensure good voice quality.


It is recommended that load balancer not be used with O.N.E. Phone Service.

Any network devices installed at the customer site, used to route or terminate IP voice packets must operate in full duplex mode.

Some ADSL modems have built in hubs that only operate in half duplex mode. This type of device cannot support voice over IP traffic.

Please use switches rather than hubs as the former operate in full duplex mode while the latter operate in half duplex mode.

(H) Appendix

Using O.N.E. Phone with Integrated Access Device (IAD)

Note: The follow sections are only applicable to O.N.E. Phone Service that comes with an IAD box (integrated access device).

1) IAD Installation Guide

Some O.N.E. Phone users may be provided with IADs (Integrated Access Devices). If you are provided with one, you can take it with you anywhere in Singapore and overseas*. While overseas*, you can use it to make a call to your office in Singapore and the call will be treated just like a local call, thus, minimising costly IDD calls.

* Usage of O.N.E. Phone Service is subject to conditions imposed by your broadband network service provider or Hotels broadband access. There is no guarantee that the service will always work. As O.N.E. Phone Service operates over the public Internet, there is no assured quality of service.

To use O.N.E. Phone Service with IAD, you will need:

i) An analogue phone. Any normal analogue phone (corded) that supports tone dialling can be used. This includes your existing phone that is attached to your residential fixed line. Note: Pulse dialling phones are not supported.

ii) An Internet broadband connection with a Ethernet/UTP (RJ45) port. The Internet broadband access can be your office LAN, cable or ADSL service. A minimum of 4MB download speed and 768kbps upload speed are recommended. Note: O.N.E. Phone Service will not work over a narrowband connection (for e.g. 56kbps dialup).

iii) An Integrated Access Device (IAD) purchased from StarHub. The IAD is equipped with telephony features that allow users to make voice calls when connected to an internet.

Note: Only IAD devices bought from StarHub can be used for O.N.E. Phone


Setting up the IADs

Front Panel of IAD Back Panel of IAD

When connecting your IAD to a LAN: i) Ensure that your IAD is not powered up.

ii) Connect an RJ-45 Ethernet cable from the LAN port to the WAN port of the IAD.

iii) Connect an RJ-11 telephone cable from your analog phone to the IAD “PHONE 1” port.

iv) Power up the IAD. Note: You should keep the IAD power on all the time in order to make outgoing or receive incoming calls.

v) Wait about two to three minutes for the IAD to start up. Note: Occasionally, the IAD may take up to 5 minutes to start up due to downloading of updated

configuration files or firmware.

vi) After the IAD is powered up, pick up the telephone handset and wait for a dial tone. If you hear a dial tone, you can now call anyone as you normally would on any telephone. If you do not hear a dial tone, check that all connections as described in this procedure are correct.

2) Basic Troubleshooting Tips for IAD

The following are some common problems and their solutions. If the solutions listed here do not solve your problem, you can refer to the FAQ section or call Service Support Helpdesk at 1800 823 3333 or +65 6823 3333 if you are overseas, for assistance.

To establish network connectivity, it is recommended to follow the correct sequence. Please ensure that you complete the steps in the order specified in “Installation”.


Green POWER light is off

i) Check that the AC power adapter make sure it is properly plugged into the electrical outlet and the IAD.

ii) Check that the electrical outlet is working.

Cannot send or receive data

i) Check whether the telephone line cord is connected to the IAD.

ii) Check all other cabling between the modem, IAD, computer, and if applicable, routers.

iii) Check that you are using the cables provided with the IAD. All Ethernet cables must be straight-through cables.

iv) Check the condition of the broadband modem (please refer to your cable or ADSL modem user guide). For example, on the Motorola SURFBoard cable modem, the first light from top to bottom that is off indicates the error.

v) Check the power light on the front panel

No dial tone is heard

i) Ensure that the IAD is powered on (usually the first LED on the front panel is the Power indicator. It should display a solid green colour).

ii) Check that the RJ11 cable is connected securely to the phone jack at the rear of the IAD If you have a single telephone line, it should usually be connected to phone jack number 1, unless StarHub has advised you otherwise.

iii) Check that the RJ11 cable is connected securely to your standard telephone set Note: When the IAD is powered on for the first time, you may have to wait for up to 5 minutes before it

completes the start up sequence and acquires a dial tone.

Note

StarHub makes no warranty that the StarHub O.N.E. Phone Service will always work on all broadband networks. Your broadband Internet provider or other third party may intentionally or inadvertently block the ports over which the service is provided or otherwise impede the usage of the service. If used overseas, please check with the broadband service provider in the country the service will be used to see if there are any regulations or restrictions on using VoIP service.

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