If you already have a Plan, you can fine-tune it by adding more advanced functions. See the Advance Options steps for information on how to do this. 

In this note, we've provided numbered images for each screen within the Plan Editor, with an explanation of what each option does. You may find it helpful to keep this note open as a guide, or to print it out, while you explore the Plan Editor and refine your dmSwitchboard12 Plan.

Table of Contents

Duration

It should take you about ten minutes to create a new Plan.

If you are editing an existing Plan then, depending upon what you are doing, the edits should only take you a few minutes.

Related Content

You may find the following, related dmNotes, useful:

dmSwitchboard12 Planning Sheet: Guide

dmSwitchboard12 - Support and Fault Finding

dmSwitchboard12 Extensions: Team

dmSwitchboard12 Extensions: Personal

dmSwitchboard12 Extensions: Reception

dmSwitchboard12 Extensions: Utility

Theory

Using Switchboard Plans you can adapt your switchboard to the shape of your business.

With the dmSwitchboard12, a hosted switchboard needn't require a time-consuming setup process or a big upfront investment in infrastructure.

• There is no pre-set shape or structure for a switchboard - create a structure that suits you
• It is easily tailored to the size and structure of your organisation
• Use the online controls - create and edit switchboard plans quickly and easily
• Create multiple plans to cover different situations (eg holidays or special events)
• Designate a 'Disaster Recovery' plan - enabling you to stay connected, even if your office or usual setup is inaccessible

The dmSwitchboard12 is integrated and open. It has been designed to integrate fully with other dmClub call handling products, as well as with third-party systems and VoIP phones.

Allocated numbers

If a number in a drop down DDI NUMBER list is marked with an asterisk (*), it means that the number has already been allocated within a Plan. You are able to use a single number in more than one Plan (as only one Plan can be active at a time) but you should ensure that, if a number is used twice in the same Plan, it has been allocated correctly.

Hover the cursor over the number and a tooltip is displayed telling you where the number has been used.

Pre-requisites

You will require the following pre-requisites to create or manage a Switchboard Plan:

• A dmSwitchboard12
• Some phone numbers
• dmCalls12
  

Setup Data

Step 1: Access the Plan Editor

All of the work that you can do with a Plan is done through the Plan Editor. To access the Plan Editor, follow these steps:

a) Access your Clubhouse.

b) In the Service Controls area, click the dmSwitchboard12 icon. Note that there will be a separate icon for each dmSwithcboard12 that you operate.

The dmSwitchboard12 Control Panel is displayed.

c) On the dmSwitchboard12 Control Panel, click the Plans Tab (1). The Plan Editor is displayed.

Step 2: Create and name a new plan

a) On the Plan Editor Home Screen, click the NEW PLAN button (1).

The Plan Summary screen is displayed. This screen provides full details of the current Plan: it's blank in this screenshot as no Plan has been created.

b) In the PLAN NAME field (2), type in a suitable name for the new plan. The field can contain up to 20 characters. Letters and spaces are permitted.

c) In the COMMENT field (3), type in a suitable description for the Plan. The field can contain up to 100 characters, although not all of them will be visible on the Plan Editor Home Screen. Letters and spaces are permitted. By default, this field contains the date and time that the Plan was created

d) If you want a hard copy of your Plan's details, click PRINT (4). To quit without saving any changes, click CANCEL (5). If you just wish to make a change to this screen, and no others, click SAVE (6) before you exit. You are returned to the Plan editor screen.

e) Once you have given your Plan a Name and Comment, click the Company tab. The Your Company screen is displayed.

Step 3: Enter your company's details

The Company tab is used to enter:

• Your Company's name
• The days of the week that you are open
• Whether you are open on English Bank holidays
• The hours that you open and close
  

a) Type the company name into the COMPANY NAME field (1). This is the name that is spoken to customers when they call the reception number that you will enter on the next tab.

b) Select the days of the week that you are open (4). On days that you are closed, click the corresponding letter and a hyphen is displayed. If your hours vary depending on the day of the week, click the + sign (2) and a new row is displayed.

c) The Advanced options link (3) allows you to specify which dmCalls12 account will be charged for PSTN, such as for a mobile extension or for making outbound calls.

d) You can choose whether to include Bank Holidays by clicking the final box in the row (5) (note that only English Bank Holidays are catered for at present). Click the box to change the display. There are three options:

B Open

-  Closed

* Treat as normal working day

e) Set your opening time (6) and closing time for each (7) row.

f) If the only changes that you are making to your Plan are on this tab, click SAVE (8) and then exit the Editor. If you do not wish to keep your changes, click CANCEL (9).

g) To save your changes and move on to the next stage, click the Reception tab (10). Your changes are automatically saved (this is confirmed as the word Autosave is briefly displayed above the CANCEL and SAVE buttons) and the Reception tab is displayed.

Step 4: Company tab - advanced options

The Advanced Options on the Company tab allow you to select the dmCalls12 account that you will be using for PSTN calls, such as mobile extensions, or for outbound calls

a) Click the ADVANCED OPTIONS link (3) and the Advanced Options for Company screen is displayed.

b) Select the dmCalls12 account that you wish to use from the dmCALLS ACCOUNT drop down list (11). The list contains all of the accounts that are currently available from your Clubhouse.

c) If you are happy with your choice, click OK (13). You are returned to the Company Tab. To leave the screen without saving, click CANCEL (12). You are returned to the Company Tab.

Step 5: Enter your reception details

With the dmSwitchboard12, you can have as few as one or as many as 99 Reception numbers. You may want more than one number to fit in with your marketing campaigns or business segmentation.

Callers to this number hear a recorded message giving options for Team Extensions that you have setup within your dmSwitchboard12.

a) The main Reception extension is always 101 (1). If you wish to create further extension numbers, click the + sign (2). Type in the name that you wish to give to the first reception number (3). If you no longer require a Reception extension, you can delete it by clicking the minus sign (5).

b) Choose the number that you wish to allocate to the reception number from the DDI NUMBER dropdown list (4).

c) If the only changes that you are making to your Plan are on this tab, click SAVE (6) to exit the tab and return to the Plan editor. If you do not wish to keep your changes, click CANCEL (7).

d) To save your changes and move on to the next stage, click the Teams tab (8). Your changes are automatically saved (this is confirmed as the word Autosave is briefly displayed above the CANCEL and SAVE buttons) and the Teams tab is displayed.

Step 6: Enter your teams' details

You can choose to assign a DDI number to a Team Extension. If you do this, people outside of your organisation are able to call that team's extension directly, without going through Reception.

The easiest way to add DDI numbers is to buy dmClub virtual numbers. You can choose and buy dmClub numbers from your Clubhouse home page.

a) Team extensions start with a '2' and the first Team is allocated extension 201 (1). If you wish to create further extension numbers, click the + sign (2). Type in the name that you wish to give to the team (3). If you no longer require a particular Team extension, you can delete it by clicking the minus sign (6).

b) Choose the number that you wish to allocate to the team using the DDI NUMBER dropdown list (4).

c) If you would like to set Advanced Options for the Teams, click the Adv Opts link (5). From this screen you can set the Out of Hours message; the ring duration and tell the dmSwitchboard12 what to do if no-one picks up the phone. See the following step for more details.

d) If the only changes that you are making to your Plan are on this tab, click SAVE (8) and then exit the Editor. If you do not wish to keep your changes, click CANCEL (7).

e) To save your changes and move on to the next stage, click the People tab (9). Your changes are automatically saved (this is confirmed as the word Autosave is briefly displayed above the CANCEL and SAVE buttons) and the Teams tab is displayed.

Step 7: Teams tab - advanced options

The Advanced Options on the Teams tab allows you to set the:

• Operating hours for each team
• Words that are read out before the dmSwitchboard12 takes a message
• Length of time that a phone will ring before it hangs up or diverts
• Action the dmSwitchboard12 takes if an extension rings for the time set in the NOTICE field
• Email address to which voicemail is sent
• Voicemail PIN so that you can access and manage your team voicemail account

There is a separate Advanced Options screen for each team that you create.

a) Click the ADVANCED OPTIONS link (5) and the advanced options for the team screen is displayed.

a) To set the opening hours (10) you can choose to either use the company default, as set in Step 3 above, or to override the default and to set particular times for each team. The OVERRIDE fields are completed as described in Step 3.

b) The NOTICE field (11) is used to set the message that is read out before a message is taken. If this field is left blank, a pre-recorded message is broadcast.

Note: This message is only played to external callers.

c) Use the drop down list in the RING DURATION (12) field to specify how long the phone will ring before the dmSwithcboard12 deals with the call. You can set this field to:

• 5 seconds
• 10 seconds
• 20 seconds
• 30 seconds
• 45 seconds
• 1 minute
• 2 minutes
  

d) Use the ON NO ANSWER field (13) to specify what the dmSwithcboard12 should do after the phone has rung for the time set in the RING DURATION field.

e) Complete the EMAIL ADDRESS (14) field with the address to which recorded messages need to be sent by the dmSwitchboard12.

f) In the VOICEMAIL PIN (15) field, you can specify the code that needs to be entered before you are able to access your messages and manage the dmSwithcboard12's voicemail setup.

g) If you are happy with your changes, click OK (17). To leave the screen without saving, click CANCEL (16). Both buttons return you to the Teams Tab.

Step 8: Enter your people details

You use this tab to:

• Allocate extensions to individuals
• Allocate Direct Dial numbers to individuals
• Add individuals to the teams that you created on the Teams tab

a) Personal extensions start with a '3' and the first person is allocated extension 301 (1). If you wish to create further extension numbers, click the + sign (2). Type in the person's name (3). If you no longer require a particular personal extension, you can delete it by clicking the minus sign (8).

b) If the person is to have an allocated direct line, select the required number from the DDI NUMBER drop down list (4). This means that they can be contacted directly rather than through Reception.

c) Each named individual can be a member of up to three teams (you created the teams on the Teams tab). Select the required team from the TEAMS drop down list (5). If the person needs to be added to more than one team, use the additional TEAMS drop down lists (6).

d) If you would like to set Advanced Options for the Teams, click the Adv Opts link (7). From this screen you can set the persons availability and their inbound and outbound call defaults. See the next step.

e) If the only changes that you are making to your Plan are on this tab, click SAVE (9) and then exit the Editor. If you do not wish to keep your changes, click CANCEL (10).

f) To save your changes and move on to the next stage, click the Phones tab (11). Your changes are automatically saved (this is confirmed as the word Autosave is briefly displayed above the CANCEL and SAVE buttons) and the Phones tab is displayed.

Step 9: People tab - advanced options

The Advanced Options on the People tab allows you to set the:

• Opening hours for each person
• Words that are read out before the dmSwitchboard12 takes a message
• Length of time that a phone rings before it hangs up or diverts
• Action the dmSwitchboard12 takes if an extension rings for the time set in the NOTICE field
• Email address to which voicemail is sent
• Voicemail PIN so that you can access and manage your personal voicemail account
• Caller Line Identification
  
• Delay before a team member's extension rings when a call is made to the team's number
  

There is a separate Advance Options screen for each person that you set up on the dmSwitchboard12.

Note: The fields on this screen, with the exception of the two identified below, operate in the same way as those on the Teams advanced options screen described above. See that step for information.

a) You can use the CALLER ID field (12) to set the number that is displayed on the recipient's handset when you call them. You can choose to:

• Withold your number
• Use one of the reception numbers
• Use one of your team numbers
• Use your personal extension
  

b) Use the PHASING WITHIN TEAMS (13) field to set the delay for the named person's extension. These settings allow to you to make one person's team extension ring before another's. For example, you may want a Team Leader's extension to ring only once their team's phones have gone unanswered for 20 seconds. You can set a delay of up to 30 seconds in five second increments.

c) If you are happy with your changes, click OK (15). To leave the screen without saving, click CANCEL (14). Both buttons return you to the People Tab.

Step 10: Enter your phones' details

On this tab you can select the phones that each person will use.

People can have one or all of a:

• Webphone
  
• VoIP phone
• Landline or mobile PSTN phone

Use the Advanced Options to set up a delay between VoIP and PSTN, if both are available. You can also set the PSTN delivery options

Note: If you want the named extension to use a VoIP phone, the SIP Credentials are displayed when you click the ADV OPTS link.

a) The named extensions are listed on the left of the tab (1). You created these in the People tab. If you want an individual to have a webphone, check the WEBPHONE field (2) and then type their email address into the WEBPHONE field.

b) Once you have typed in an email address, these icons ( ) are displayed next to the WEBPHONE field (3). Before someone can use the dmSwitchboard12's webphone, they need to be sent an invitation. Click the envelope icon and complete the invitation.

The exclamation mark in the red circle indicates whether the invitation has been sent. Once the webphone has been successfully created, it is replaced by a green tick

c) If you wish the person to have access to a VoIP phone, check the VOIP box (4). The dmSwitchboard12 supports a number of third party VoIP handsets. Links are provided at the foot of this Note.

d) If you wish the person to use a PSTN phone, such as a mobile or a landline, check the PSTN box (5). Type their PSTN number into the PSTN field (6). Note that PSTN extensions cannot be used for outgoing calls with the dmSwitchboard12.

e) To view and set the Advanced Options for each individual, click the ADV OPTS link (7).

f) If the only changes that you are making to your Plan are on this tab, click SAVE (8) and then exit the Editor. If you do not wish to keep your changes, click CANCEL (9).

Step 11: Phones tab - advanced options

The Advanced options on the Phones tab:

• Displays the personal extension's SIP Credentials
• Allows you to set your PSTN delay and delivery options
  

a) If you wish to set up a VoIP phone to work with your dmSwitchboard12 you will need your SIP Credentials and they are the three fields displayed in this group (10). For more information, see Retrieve your SIP credentials from the dmSwitchboard12.

b) For security reasons, you may need to regenerate your SIP PASSWORD. To do this, click the REGENERATE link (11).
Note: If you click this link after you have set up a VoIP phone to work with this extension, you will need to re-enter your credentials for that phone.

c) If you are using VoIP and PSTN together, you can use the PSTN DELAY field (12) so that your Personal Extension redirects to PSTN only after a prescribed delay. You can choose to have a delay of between five and sixty seconds.

d) Use the PSTN DELIVERY (13) field to specify how you want PSTN calls to be connected. You can choose:

• To put calls through straight away
• Whisper: the dmSwitchboard12 gives some information about the call before connecting you
• Whisper + 1 to accept: the dmSwitchboard12 gives some information about the call. You need to press 1 to accept it

e) If you are happy with your changes, click OK (15). To leave the screen without saving, click CANCEL (14). Both buttons return you to the Phones Tab.

Step 12: Activate your plan

Once you have completed all of the tabs, your Plan is ready to be activated. You can only have one Active plan at any one time. When you select to activate a Plan it takes a few seconds for that Plan to become the Active Plan. Y9ou may need to click REFRESH to update the screen.

a) The Plan's current status is shown under STATUS & ACTIONS (1). To activate a Plan, click the star icon (2).  The word Active is shown, in green, under the Status and Actions column.

b) To make the Plan your current Disaster Recovery Plan, click DR (3).

c) To delete the Plan, click the dustbin (4) followed by REFRESH (5) to see an updated list.

d) To leave the Plan inactive and create a new Plan, click NEW PLAN (6).

This guide provides step-by-step help to get you started with the dmSwitchboard12.

Free setup help from our Pro!

Each dmSwitchboard12 comes with up to 25 minutes of free help from one of our system experts - the Pro.

All you need to do is to provide him with some basic information about your company and staff and he'll do the rest during a live web session.

To help you, we have created an Initial Setup Planning Sheet. Download it, then:

• Save the MSWord file
• Fill it in (not forgetting to let us know when you'd like to schedule the session)
• Email it back to Support.
• They'll contact you with further details and confirm your appointment.

To download the Planning Sheet, click the red button.

For help and tips on working through the Planning Sheet, click here.

For more information about dmSwitchboard12 ProTime, click here.

The DIY Approach

The ProTime session is not compulsory, you can setup your own dmSwitchboard12 if you prefer and we have created a range of dmNotes to help you if you choose the DIY approach. There are links to these Notes on this page.

You should also read Getting Started: DIY dmSwitchboard12 before you begin.

That said, we strongly recommend that you take advantage of the free ProTime session as it is the quickest and easiest way to set up and activate your dmSwitchboard12.

If you decide to go the DIY route, you'll need to follow these steps to set up the dmSwitchboard12.

Step 1:Check your LAN is up to speed (VoIP users only)

Are you using VoIP? For a reliable quality of service over VoIP, you need to ensure your Local Area Network (LAN) has enough bandwidth to carry your VoIP calls

You need to be aware that setting up a VoIP service is not always straightforward. You may face a number of technical challenges before your system operates smoothly. These will vary depending on your LAN topography, user requirements, hardware and software.

Although Support are able to offer advice and guidance on checking your LAN prior to using VoIP, this is not a free service. Please contact support, buy phone or email, if you would like to discuss how they can help you.

Click here to view recommended minimum LAN capacity.

Step 2: Log in to your Clubhouse

If you haven't already done so, log in to your Clubhouse. You'll see the Clubhouse home page.

(Problems logging in? Click here)

Step 3: Open the dmSwitchboard12 Control Panel

In the Service Controls section of your Clubhouse, you'll see an icon for your dmSwitchboard12.

Click on the icon to open your dmSwitchboard12 Control. The dmSwitchboard12 Control Panel is displayed.

Step 4: Create you Plan

Creating a Plan is straighforward: you work along of line a tabs within the dmSwitchboard12 Control Panel. On each tab, you fill in basic company information or personal extension details for each member of staff that is to be allocated an extension on the dmSwitchboard12.

Once you have done that, you save and activate the Plan.

Click here to set up the dmSwitchboard12 yourself.

Step 5: Connect to phones (if not using PSTN)

The dmSwitchboard12 can use PSTN, VoIP and Webphones. You can choose whether or not you wish to use one, two or all three types of phone when you create your Plans. You are able to mix and match these phones to suit your needs, with different extensions being allocated different types of phone all within the same Plan.

The dmSwitchboard12 supports most of the market-leading VoIP handsets and we have created individual Setup and Test dmNotes for several of them.

Please be aware, however, that these handsets are neither supported nor supplied by dmClub. Please contact the manufacturers if you have any difficulties installing or operating them.

Click a link to read the instructions:

Gigaset N300A IP

Polycom SoundPoint IP331

Linksys Sipura IP SPA922

Grandstream GXP2000

Bria for Android

Bria for iPhone and iPad

CounterPath's X-Lite 4

Terminology with the SIP phone market place is not consistent: in fact, we found a lot of inconsistency within the manufacturer's instructions themselves!

To help reduce the confusion, we have put together a short list of the SIP Phone Synonyms  used by the manufacturers whose phones we support.

Webphone

The dmSwitchboard12 comes with a built-in Webphone. To read an Introduction to the Webphone click here.

Step 6: Do some basic testing

Once you have setup your phones, you should carry out a simple set of tests.  Click here to read about dmClub's VoIP test resources.

The Planning Sheet helps you to provide the necessary information to the Pro so that he can help you to complete the initial setup of the dmSwitchboard12.

This Planning Guide provides an explanation of:

• What each section of the Planning Sheet does
• How you should complete it.

You can download a copy of the Planning Sheet from the dmSwitchboard12: DIY Getting Started guide. You should have a copy to hand before you continue with this guide.

What you'll need to get started

You must have

To set up your Switchboard, you must have an active dmSwitchboard12 account and at least one dmClub number.

Additional requirements

dmCalls12

If you want to make outbound calls via your Switchboard, you'll need to create a dmCalls12 account and add some credit. If you haven't done this yet, you can do so via the dmSwitchboard12 Sales Site.

Custom numbers

If you want more control over the number range you're using, or would like to add more direct dial numbers (DDIs) to your Switchboard, you'll need to buy additional dmClub numbers. You can do this from your Clubhouse or via the dmSwitchboard12 Sales Site.

As many extensions as you need

For someone in your company to be individually contactable by telephone, they'll need their own extension. If you want to create extensions for a team, then you'll need to add an extension for each team as well.

You add extensions while setting up your Switchboard.

Step 1: Your Details

This section asks for basic information about you and your company.

Step 2: Introducing your organisation and its aims

In this section, you are asked about the hours your company operates and how the dmSwitchboard12 will be used by the organisation

Step 3: Working with your dmSwitchboard12

This section is optional.

Step 4: List your Teams, Departments or Queues

The dmSwitchboard12 comes with three teams (Reception is not one of them). You can create more but you will be charged for each of them.

In this section of the form, list the teams that you would like included in the dmSwitchboard12 along with a short description of what they do.

Step 5: List full details for your people

In this table you need to include:

• Each person's name
• Email address and their relevant phone numbers
• The Teams to which they belong
  
• Communicatons notes - such as the type of phone that the person will be using, how their phone should redirect or what their hours are, if they are not standard company or team hours
  

Step 6: Scheduling your ProTime session

Where possible, we like to arrange ProTime sessions at a time that is convenient to the dmSwitchboard12's owner.

We can schedule meetings during the normal working week, that is Monday to Friday, 8.00am to 6.00pm (UK time, excluding English Bank Holidays).

Once a session has been scheduled, you are able to cancel and reschedule provided that you can give at least 24 hours' notice. Session dates and times are confirmed by email.

Step 7: Terms and conditions

Terms and conditions apply to the ProTime session and a copy will be sent to you when the session time is confirmed. You can read the ProTime Terms and Conditions online here.

Step 8: Questions

If you'd like the Pro to answer any particular questions you can write them here.

If they are not answered during the setup phase, the Pro will make sure that he covers them once the dmSwitchboard12 has been setup and tested.

What if I need more information?

If you've read through this Guide and the Switchboard Planning Sheet, and you still have questions, then our Support team is here to help.

Email us: support@dmclub.net

Call us: 020 7060 2000

This should become clear once it has been written but maybe: allocating; accessing; setup; inbound; outbound; in call.

This should not be a hasty decision as not all of the WebPhone's features have been created.

Use this guide to:

• Allocate and then access the dmSwitchboard12's integrated WebPhone

By the end of this guide, you should be able to:

• Assign a WebPhone
• Access the WebPhone from your Clubhouse
• Use the WebPhone to make outgoing calls, receive incoming calls and manage in-call features
  

Contents

XXXX

XXXX

XXXX

Duration

The initial part of these instructions, the allocation and accessing of a WebPhone, should take around ten minutes.

Related Content

You may find these links useful:

Introduction to the dmSwitchboard12's Webphone

Testing the dmSwitchboard12's WebPhone

dmSwitchboard12: Plan creation and editing

Theory

The WebPhone is fully integrated into the dmSwitchboard12 and is the quickest and simplest way to make and receive calls from your switchboard.

These instructions tell you how to assign a WebPhone to one of your people and provide instructions for that person to access and use their new WebPhone.

Note: Everyone that uses a WebPhone needs to be invited - that includes you, even if it is your dmSwitchboard12 and resides in your Clubhouse. All invitations, no matter who they are for, are created in the same way. Simply include your own details in the invitation described in Step 1, below.

Pre-requisites

In order to follow these instructions you require:

• An dmSwitchboard12
• dmCalls12 (for outgoing calls)
• A headset
• A mobile phone
  

Setup data

The following table lists:

•     Data that you will need before you start the procedure and
•     Data that will be provided during the procedure

Data that you need to hand before you start is labelled Required in the Rule & Origins Column.

Data that will become available during the procedure itself is labelled Generated in the Rule & Origins Column. Note: You should make a note of the Generated data as you will need it later in the procedure.

If the data conforms to a particular rule, or set of rules, this is highlighted in the Rule and Origin column. An example might be that any email address must be a valid email address.

Revise this table once instructions are completed.

Step 1: Send a WebPhone invitation

When you create a Switchboard Plan, you can specify the phones that people are to use on the Phones tab within the Plan editor.

People can have one or all of a:

• Webphone
  
• VoIP phone
• Landline or mobile PSTN phone

Full instructions on how to complete the tab are given in Step 10 of dmSwitchboard12: Plan creation and editing.

The following instructions relate soley to the sending of a WebPhone invitation.

a) The named extensions are listed on the left of the tab (1). You created these in the People tab. If you want an individual to have a webphone, check the WEBPHONE box and then type their email address into the WEBPHONE field (2).

b) Once you have typed in an email address, these icons - - are displayed next to the WEBPHONE field (3).

Before someone can use the dmSwitchboard12's webphone, they need to be sent an invitation. Click the envelope icon and complete the invitation.

c) Click OK when you are ready to send the invitation. The exclamation mark in the red circle indicates whether the invitation has been sent. Once the webphone has been successfully created, it is replaced by this icon .

d) If the only changes that you are making to your Plan are on this tab, click SAVE and then exit the Plan Editor. If you do not wish to keep your changes, click CANCEL.

Step 2: The Emails

Three emails are generated for each person that is invited to have a WebPhone. They are created automatically as soon as the invitation is sent. One is sent to the DMID that manages the dmSwitchboard12 and the other two are sent to the new WebPhone user.

Email 1 - Confirmation that you have given access to the dmSwitchboard12

This email is sent to the DMID used to access the dmSwitchboard12. It reads:

In your recent session using the Plan Editor, the following dmClub accounts
have been added/linked to your switchboard nnn-nnnn:

1) Name (Name@XXXX.com) on extension 301

They have been notified and given instructions on how to login.

Email 2 - Notification that you have been given access to a dmSwitchboard12

This email is sent to each person given access to the WebPhone. It reads:

You have been allocated permission to use a WebPhone on extension  of
dmSwitchboard nnn-nnnn owned by Name (name@XXXX.com).

The WebPhone control is now available in your clubhouse (http://my.dmclub.net).
Your LoginID is [their email address].
If and when Name activates the plan, you should be able to use the
WebPhone to make and receive phone calls as extension 301.

Email 3 - Your Message to the new user

This email is your message and is sent to the new user. It provides links to the dmClub portal and tells them their Login ID.

Step 3: Login to your Clubhouse and open the WebPhone

Follow these steps:

a) If you are alreday logged in (you may well be, as you have just updated a Plan) log out.

b) Log in to your clubhouse. If this is the first time that you have logged in, use the ID given in the notifications listed in Step 2.

c) When the Clubhouse is displayed, you will see an alert at the top of the window telling you that you have access to the WebPhone.

d) Click the WebPhone icon , the Webphone is displayed.

Step 4: Login to your WebPhone

When you open the WebPhone you are not automatically logged in. To login, follow these steps:

a) Select the appropriate account from the list shown at the foot of the screen (1). All of the available accounts are shown in a scrollable list.

b) A message is displayed asking you to confirm that you wish to log in to the account. Click YES. After a few seconds, you are logged in to your account. The status message at the foot of the screen (2) changes and shows the account you have logged into.

c) You are able to log into another account provided that you have the correct credentials. To do this, login using the OTHER ACCOUNT option. Enter the appropriate SERVER; USERNAME and PASSWORD and click OK.

Your WebPhone is now ready to be tested, see Testing the dmSwitchboard12's WebPhone.

Step 5: Making and ending a call

This step tells you how to make a call using the WebPhone.

This diagram shows the WebPhone in use, two calls connected (5) and (6) with one of them on hold (6). Active calls are shown with a blue background. You should refer to it as you read the following instructions.

To Make an outbound call:

a) Enter the number into the WebPhone's dial text field (1). You can type it in, using your keyboard, paste it in from another document or key it in using the phone's keypad.

b) Click DIAL (2). The Active Calls box opens and the number that you have dialled, along with its status, is displayed. After a few seconds, you will hear the other party's phone ring.

c) To end the call, click HANGUP CALL in the Active Calls box. The Active Calls box closes.

Step 6: Receiving and ending a call

This step tells you how to accept or reject a call using the WebPhone.

To Accept or reject an incoming call:

a) When a call is received by the dmSwitchboard12, an audible alert sounds. The Incoming Call dialog is displayed on the recipient's screen.

b) To accept the call, in the Incoming Call dialog click ANSWER. The Active Calls box opens with the options to HANGUP or TRANSFER the call.

c) To end the call, click HANGUP CALL in the Active Calls box. The Active Calls box closes.

d) To reject the call, in the Incoming Call dialog click DECLINE. The dialog is closed and the call is rejected.

Step 7: In call features

This section tells you about the in call handling features that are available with the WebPhone.

Note to reviewers. These features do not work on the webPhone and have not been fully tested. We will need to revise later. Some of this is a 'best guess' based on the test scripts.

Take or reject a second call

If you are on one call, you can take a second or even a third call at the same time. (The number of simultaneous calls yo can take on a number depends on your tariff).

a) When the second call is received by the dmSwitchboard12, an audible alert sounds. The Incoming Call dialog (shown in Step 6) is displayed on the your screen.

b) To accept the call, in the Incoming Call dialog click ANSWER. Both the new call and the original call are shown in the Active Calls box (5) and (6).

To switch between two calls

If you are taking two or more calls, you can switch between them:

a) Each of your current calls is shown in the Active Calls box (5) and (6). The active call has a light blue background.

b) To switch between the active and inactive call, click the inactive call. It's background changes from white to light blue. The previously active call's background changes from light blue to white.

Attended transfer

Attended transfer is when you transfer a call to another extension and speak to the owner of the extension before transferring the call.

a) When you are in a call, click TRANSFER CALL for the active call within the Active Calls box. The Transfer Call dialog is displayed.

b) In the NUMBER TO TRANSFER TO FIELD, enter the number of the extension to which you wish to transfer the call. Click TRANSFER.

c) You will hear the number ring for the other phone. When answered, speak to the recipient.

d) If the other person is happy to receive the call...

Unattended Transfer

Unattended transfer is when you transfer a call to another extension without speaking to the owner of the extension before transferring the call.

a) When you are in a call, click TRANSFER CALL for the active call within the Active Calls box. The Transfer Call dialog is displayed.

b) In the NUMBER TO TRANSFER TO FIELD, enter the number of the extension to which you wish to transfer the call. Click TRANSFER.

c) You will hear the number ring for the other phone. Click HANGUP

Join calls

You can join calls when you have two, separate, active calls and merge them together into a single call. By doing so, you remove yourself from the calls

a) With two active calls displayed in the Active Calls box, click JOIN CALLS in the second call's dialog (6).

b) The calls are joined and, for you, they cease to be active. The Active Calls box is closed.

3-Way conference

This makes your 'on hold' call the active call and allows all three callers to have a conversation.

a) With two ongoing calls displayed in the Active Calls box, click 3-WAY CALL in the inactive call's dialog (6).

b) The calls are joined. The Active Calls box is closed.

 Log out of your WebPhone

To log out of the WebPhone:

a) Click the door icon (4). A message is displayed asking if you wish to log out of this extension.

b) Click YES to Logout and NO to remain logged in.

c) If you click YES, you are logged out and this is confirmed by the status message at the foot of the WebPhone.

Why should I use the WebPhone?

The dmSwitchboard12 can be used with VoIP, PSTN or with its own WebPhone. The benefits of using the WebPhone include:

• It's fully integrated with the dmSwitchboard12
• There is no fee for using it - it's part of the dmSwitchboard12
  
• Really simple setup: you do not have to enter any SIP credentials or configure the phone
  
• Apart from the headset, no additional hardware is required
  
• No ongoing maintenance issues
• A full feature set including: call hold, transfer, conferencing and simultaneous call handling
  
• You can log in to more than one account at a time
  

How do I provide the WebPhone to my 'People'?

When you set up a Plan, you can specify which of your 'People' are able to use a WebPhone.

All you need to do is check the WebPhone box in the Phones Tab and then send them an email from within the Plan Editor. A Clubhouse is automatically created for each of them and, from there, they can access their personal WebPhone.

There is no configuration to manage (although users can set and change certain preferences) and there is no need to enter any credentials. Each WebPhone is created automatically when the Clubhouse is generated.

Full instructions on how to allocate a WebPhone, and how you can use it once it's been allocated, can be found in this dmNote: Start using the dmSwitchboard12 WebPhone.

Your own WebPhone

All WebPhone users need to be invited to use the WebPhone. This means that even the customer who bought the dmSwitchboard12 (and who is setting up the account) must invite themselves.

To do this, you follow the same process as for inviting other users. Full instructions can be found here: Start using the dmSwitchboard12 WebPhone.

WebPhone description

The dmSwitchboard12 WebPhone is shown here. As the WebPhone is still in development, only the working features are displayed in this diagram

The WebPhone has three tabs (1)

• The webphone itself is displayed on the Status tab (see Using the dmSwitchboard12 WebPhone for full usage information).
  
• The Settings tab allows you to set the microphone, camera and monitor settings.
• Diagnostics displays recent activity and the current connection speed across the LAN (see Testing the WebPhone for information on these two tabs.
  

You enter the number to dial into the number fields (2). Numbers can be typed, pasted or entered using the dial pad (5). To make a call, enter a number and click DIAL (3). To hold the current call, so that the other party cannot hear you speak or prior to making or taking another call, click HOLD (4).

When you first access the WebPhone, you need to connect to the appropriate dmSwitchboard12 account. You do this by checking the appropriate box (6).

To leave the WebPhone, click the Logout icon (7) and the status shown at the foot of the screen (8) will confirm that you have logged out.

The coloured circle at the bottom-right of the screen (9) indicates the strength of your current connection across the LAN.

Getting the most from your WebPhone

We recommend that you use a headset with the WebPhone. Generally, the type with a USB connector is easier to set up on a PC.

As with most VoIP terminals, if your ADSL is poor then your call quality will suffer accordingly. That said, on a good line you should be able to get five or six users talking simultaneously.

See dmSwitchboard12 guides: LAN checklist for VoIP for more information.

Changing your WebPhone's parameters

You can change some of the launch parameters in the Clubhouse Settings page (accessed via the spanner icon).

We recommend the use of HTTPs and POST to preserve your security. You should be aware that if hackers get your login details, they can make calls at your expense.

Technical information

The WebPhone uses TCP, rather than UDP, which may mean that you do not have to make changes to your router and/or firewall setup.

Related content

You may find the following dmNotes of interest:

Start using the dmSwitchboard12 WebPhone

Testing the Webphone

dmSwitchboard12: Plan Creation and Editing

The basic functions of your dmSwitchboard12 (make and receive a call) shouldn't feel any different from an ordinary phone line, but we suggest your teams work through some simple exercises to ensure they're comfortable with the added functionality of a switchboard.

Contents

Duration

These tests should take you between five and 10 minutes.

Related content

You may find the following dmNotes useful:

• dmSwitchboard12 Plan Creation and editing
  
• VoIP Test Resources
• Grandstream GXP2000 Setup and Testing
  
• LAN Checklist
  
• Support and Fault-finding

Theory

dmSwitchboard12 is a flexible system, designed to be used with VoIP handsets, web phones or existing land line or mobile phones (PSTN). So you'll need to consult the manufacturers' instructions for your chosen phones for exact details of which keys to press for different functions.

Note: You cannot make outgoing calls over the dmSwitchboard12 with PSTN phones.

The following procedures are suggested examples for you to work through with your team, to make sure everyone knows how to use the system.

We've created them using the key presses for a Grandstream GXP 2000 phone, but you'll need to check the manufacturers' guides for the phones you are using.

Pre-requisites

You will need to have completed the following tasks before you begin:

• Create and activate a dmSwitchboard12 Plan
• Connect a phone to each Personal Extension
• Acquire a copy of the handset manual for the phones you're using
• Print out a copy of the Plan Summary for each member of staff, suitably marked up. 

About the Plan Summary

The Plan Summary shows:

• DDI Numbers and Extensions, by Role
• Reception Names, Extensions and DDI numbers
• Team Names, their extension numbers and their DDIs
• Personal extensions along with name, extension, DDI number and a list of teams to which they each belong
  

Printing the Plan Summary

To print out the Plan Summary, follow these steps:

a) Login to your Clubhouse.

b) Click the dmSwitchboard12 icon within Service Controls in your Clubhouse. The Plan Control panel is displayed.

c) Click the Plans Tab. The Available Plans screen is displayed.

d) Click the name of the Plan who's numbers you wish to distribute to staff. The Plan Summary screen is displayed.

e) Click PRINT and the Plan Summary is sent to the printer.

Step 1: Check your headset is working

If you are using a headset, check that it is working correctly by carrying out these tests:

a) Press LINE to open a new line, enter 803 and press SEND. You will hear a tune if your headset is receiving properly.

b) Press LINE to open a new line, enter 801 and press SEND. Speak. You  will hear your voice with a slight delay if your headset microphone is transmitting properly.

Step 2: Answer the phone

To test-answer your phone, follow these steps:

a) Ask a colleague to call your extension.

b) If:

• You are using headphones, press whichever LINE button is flashing.
• You are not using headphones, pick up the handset
• You are using a Plantronics Wireless headset, press the ANSWER button on your headset

You should be able to have a conversation with your colleague.

Step 3: Make an internal phone call using a headset

To make an internal call, follow these steps:

a) Press LINE to open a new line.

b) Enter a three-number extension.

c) Press SEND. You should be able to have a conversation with your colleague.

Step 4: Make an external phone call

To test external calling, dial a colleague's mobile phone.

To make an external call, follow these steps:

a) Press LINE to open a new line.

b)  Dial the number. You should be able to have a conversation with your colleague.

c) To end the call hang up.

Step 5: Transfer a call (attended)

You have answered a call and need to transfer it to someone else. For an attended call, you only transfer the call once you have spoken to the person who is to receive it.

Follow these steps:

a) Press LINE to open a new line.

b) Dial the extension number.

c) Talk to the person on the other extension and, if they want to take the call, select the LINE to be transferred.

d) Tell the caller that you are transfering them. Press TRNF and enter the three number extension again.

e) Press SEND . The caller is transferred.

Step 6: Transfer a call (unattended)

You have answered a call and need to transfer it to someone else. For an unattended call, you transfer the call without first speaking to the person or team that is to receive it.

Follow these steps:

a) Press TRNF.

b) Dial the extension number.

c)  Press SEND

Step 6: Put a call on hold

You are speaking to someone on the phone and would like to put the call on hold:

a) Press HOLD

b) To resume the call, press LINE

The dmAccount Summary page shows all orders and payments relating to your account with dmClub. See below for explanations of the different fields in the summary table.

Key to summary table

VoIP can provide an excellent service, but to use VoIP you need a good quality internet connection or your call quality will be compromised.

This Note gives guidelines for the LAN quality you will need in order to run a reliable dmSwitchboard12 using VoIP.

Shared ADSL

If you have a shared ADSL connection, because you're using your ADSL line for other purposes besides running your dmSwitchboard12, you need:

• An upstream connection speed of 200KB/sec (Kilobytes per second) for a connection, and
  
• 125KB/sec for each additional Personal Extension

You should contact your ADSL provider to check your expected connection speed.

Additionally, you can use one of the many online speed checkers, such as www.speedtest.net,  to gauge the actual upload/download speeds for your connection.

Dedicated ADSL

If you have a dedicated ADSL connection, that is you have a separate ADSL line solely for running your dmSwitchboard12, then you need an upstream connection of 120kbps for each Personal Extension. 

State of LAN

We recommend that you use:

• VoIP phones with static IP addresses
• A separate ADSL or subnet for to connect the VoIP phones

Hardware

The quality of your VoIP network is heavily dependent on the quality of the hardware that you use.

The standard routers and hubs supplied by ISPs to private customers are not robust enough to be used in a commercial setting. If you will be having more than three users on your system, you are advised to purchase commercial-grade hardware to support them. The cost of this equipment will be easily repaid by its reliability and resilience.

Contacting Support

You need to be aware that setting up a VoIP service is not always straightforward. You may face a number of technical challenges before your system operates smoothly. These will vary depending on your LAN topography, user requirements, hardware and software.

Although Support are able to offer advice and guidance on checking your LAN prior to using VoIP, this is not a free service.

Please contact support, buy phone or email, if you would like to discuss how they can help you.

VoIP Handsets

We have created a number of dmNotes to help you install and test VoIP phones (you can search for them under the handset's name). Please be aware, however, that these handsets are neither supported nor supplied by dmClub. Please do not contact dmClub Support if you have any difficulties installing or operating them.

In this case, please contact the handset's vendor or the manufacturer.

Further reading

You may find the following links useful:

http://en.wikipedia.org/wiki/List_of_TCP_and_UDP_port_numbers

http://www.portforward.com