How to use your Gradwell Multi-User VoIP Service
Getting Started
Once you have completed the sign up for your Multi-User VoIP account (hosted PBX), you will need to use the portal to configure the service. This product is very powerful and this document provides an overview of the features it offers.
Basic Configuration
You can log into your account at http://www.gradwell.com/myaccount using the details provided in your registration email.
The side menu that you see when you log in to your control panel is shown below. To see a brief description of what each link does, hover over it.
To explore any of these areas in more detail, click the relevant link below
Account Management
The account management section allows you to manage the financial side of your account.
- Packages: You can use this to section to manage the VoIP services that Gradwell provide.
- Credit & Minutes: Click here for an in-depth look at this section.
- Calls Out, Calls In and Invoices: These three links allow you to check calls made and received on your account, as well as any previous invoices for your reference.
Setup
The setup section allows you to fully harness the power of the Multi-User VoIP service. The descriptions below are only a brief introduction into the features. To find out more about each option, click here.
- PSTN Numbers: Use this to set which internal extension calls are diverted to when a caller calls you. This could lead to any of the parts of the call system you set up: an extension, a voice menu, a hunt group etc.
- CLI Numbers: Used to control what numbers are displayed to someone when you call them
- Internal Numbers: In this area you can check how many internal numbers you are using, and to request more
- Extensions: This is where you add new users to your system
- Voicemail: You can listen to any voicemail that you received here
- Aliases: An alias is a divert, and using it you can divert calls to a local extension, an external number, a SIP/IAX2 URL
- Hunt Groups: A hunt group allows you to call numerous phones, either all at the same time or in sequence
- Queues: Queues allow you to force users to join a queue and wait for an employee to become available
- Voice Menus: This area is used to create and manage voice menus, which present your caller with a number of options, and they need to use a keypress to advance. This is useful for routing calls without the need for a receptionist
- Conference Rooms: A conference room allows you to hold conference calls, with the security of requiring a PIN code to access the room
- Voice Prompts: This area allows you to upload or record custom voice prompts for your voice menus. You can also manage outgoing voicemail messages here
- Music On Hold: You can upload music that you either own the rights to, or have permission from the copyright holder to use, here. If you configure your queues to use it your caller will hear it whilst waiting and whilst on hold.
- Emergency Addresses: Manage the addresses that you use as emergency service addresses on your extensions. In order to route calls to the correct contact centre if you were to contact the emergency services you need to have your address registered on your extension. Therefore it is vital to keep this up to date.
Contacts
The final section in the menu allows you to manage the contact details on your account, as well as your personal directory.
- User Status: This allows you see, at a glance, the status of all extensions on your account. The information includes whether an extension is online and what device is connected to it.
- Directory: You can use this section to add your own contact list. Once you have, you will be able to dial their number directly from the control panel, with the system automatically initiating the call between your device and the recipient.
- Contact Details: Manage your personal contact details here. You can also change the password to access your control panel here.
Advanced Configuration
For a more in-depth look at the setup section of the menu, click here.
We also have a video guide demonstrating how to set up a phone system here, which includes an example phone system, and shows you how to set up voice menus, call queues, hunt groups and more for it. If you wish to set up a complex phone system you should find this guide extremely helpful.
