cloudUC Frequently Asked Questions

Polycom FAQ

How do I restart my phone?

To restart your phone, you can remove and replace the Ethernet cable (PoE) or remove and replace the power cord. Alternatively you can restart via the Settings menu.

Settings>>Basic>>Restart Phone. When prompted “Are you sure?” press the Yes softkey. Note that when restarting your phone, if your PC is plugged into the back of your phone for it’s network connection, your PC will lose network connectivity briefly while the phone restarts.

Can I wall mount my Polycom phone?

Yes, in order to wall mount your Polycom phone, an optional wall mount kit is required. Please consult with your NCTC rep for pricing on a wall mount kit if one is required.

Does a cloudUC Polycom phone require a separate power source?

Your cloudUC Polycom phone can be powered in two ways. One way would be utilizing an optional power supply which would plug into a standard 110 AC outlet at the workstation. The other way would be using Power over Ethernet (PoE). PoE provides power to the phone via the Ethernet cable that also provides network connectivity to the phone. Typically PoE is delivered through the use of a PoE equipped Ethernet switch that is installed in the network/telecom/server room. Additionally, PoE power injectors are available if a PoE switch is not available. NCTC strongly recommends PoE switching for most deployments as a centralized power source with a recommended battery backup/UPS can continue to power your cloudUC phones in the event of a short term power outage.

Do I need a separate Ethernet connection for my phone?

Select cloudUC Polycom phones are equipped with a built in Ethernet PC port for a secondary connection at the desktop. A single Ethernet connection at each workstation is sufficient to provide connectivity for not only your cloudUC phone but also a desktop wired Ethernet device. (Supported on the Polycom VVX 200, 300, 400, 500 and 600 series desk phones).

My phone shows an X next to my first line key, What does this mean?

An X next to your line appearance indicates that your phone is no longer registered to your cloudUC service. If all other phones in your office are working properly, the first step is to try to reset your phone. Please power cycle your phone to see if this clears the trouble. If a reset of the phone does not resolve the issue or if all phones are exhibiting this issue, check to ensure that your Internet connection is operational. If it is not, please contact your IT vendor or your ISP. If your Internet connection is working, please contact NCTC support for further assistance.

My phone is completely dead, no display and no lights on the display. What is wrong?

If the display on your phone is completely blank and has no lights on it, this is a good indication that it is not receiving power. Polycom phones can receive their power from a power supply or via the network cable/PoE. If your phone has an external power supply ensure that it is plugged into a working A/C outlet and ensure that the plug is firmly plugged into the outlet and to the back of the phone. If your phone is powered by the network cable/PoE, ensure that the Ethernet cord from your phone to the wall jack is securely plugged in and is not damaged. If the cord is damaged, replace with a known good, working Ethernet cable.

What speed of connection will I get from the PC port?

The VVX 200, 300, 400, 500 and 600 series phones support a PC port for Ethernet connectivity to an additional Ethernet device. The Ethernet PC port varies by model.

  • VVX 201 – 10/100mbps
  • VVX 301 – 10/100mbps
  • VVX 311 – 10/100/1000mbps
  • VVX 401 – 10/100mbps
  • VVX 411 – 10/100/1000mbps
  • VVX 500 – 10/100/1000mbps
  • VVX 600 – 10/100/1000mbps

*Note that to achieve any specific connnection speed, the underlying network must support the maximum speed shown

Why does my Polycom VVX show Off Hours Mode on the display?

This message does not have any impact on your call routing behavior. Polycom phones have a power saving mode to help conserve energy. This means that after a set idle time, the phone will power down until it needs to be used. Additionally, the phone will do something similar based on office hours so your phone is not consuming energy during the night when your office is closed. During this time, the phone will show Off Hours Mode on the display. By default, the off hours is set for 7:00pm through 7:00am Monday through Friday and all day on Saturday and Sunday. Even if your phone is in power save, your phone can still be used however it will power down during these times unless activity is detected.

You can modify the off hours times if desired by accessing Settings > Basic > Power Saving > Office Hours.  Enter the time in 24 hour format, set the duration per day and don’t forget to save your settings.

Does my Polycom VVX support video calling?

Yes, if you have a VVX 500 or 600 along with an accompanying VVX USB video camera, you can make use of the video calling feature assuming the person you are calling also has the same setup. To enable, please contact support to have this feature enabled.

Voicemail FAQ

How do I check my voicemail?

When a new voicemail message is in your mailbox, the message waiting indicator on your phone will flash. Additionally, the icon on your screen will indicate the presence of new messages. To listen to your messages, press the message key or press the message icon on touch screen models to automatically place a call to the message center.

How do I record my Auto Attendant Greetings?

Auto Attendant greetings are uploaded via the CAP. First however, you must have the recording created and saved in the proper format. There are a couple of ways to make a recording using various applications. The recording must be recorded in the following format: WAV format/U-Law Encoded, 8000khz sample rate, mono (not stereo).

To make life easy, there is a free app for iOS and Android that will record your greetings in the proper format and allow you to email the newly created recording to yourself or to anyone you like. Once the emailed recording has been downloaded, you can then proceed to upload it to your Auto Attendant in the CAP. The free app is called the Broadsoft Recorder and can be found by searching the appstore for your mobile platform for “Broadsoft Recorder”.

Alternatively you can record greetings on a PC, there is also a free app that can be used to record greetings on a PC, it is called Audacity. Audacity can be downloaded from their website at http://www.audacityteam.org. If you use Audacity, please ensure that your recording is exported as a WAV file that is encoded in U-LAW, sampled at 8000khz, with a single mono track. If you use a PC with Audacity to make your recordings, it is highly recommended to use an external microphone, USB for example. Using the built in microphone on most PC soundcards typically does not produce recordings of high quality where an external microphone will yield the best results.

Once your recording has been created, within the Auto Attendant widget under Edit Business Hours Menu, Edit After Hours Menu or optional Edit Holiday Hours Menu (Advanced Auto Attendant Only), you can listen to the current greeting if it exists as well as upload a new greeting. Note, that if you upload a new greeting, the old greeting will be discarded permanently. If you wish to save a copy of the old greeting, you can do so from the player which has a download button for this purpose.

You can also record and upload voicemail messages in the same manner from the Manage Phone System widget, by editing a user/extension then going to the Messaging tab.

nCommand Mobile FAQ

Does the the nCommand app use my cell minutes?

The answer to this question depends on your configuration however if properly configured, nCommand does not use your cellular voice minutes, it does however use data. When nCommand communicates with cloudUC servers, it can use either cellular data or wifi data depending on which is available. If you plan to use nCommand heavily, ensure that your cellular plan includes an adequate data plan to accommodate the additional data consumed by the application. Typically voice calls use very little bandwidth, less than 200kbps bidirectionally but over time, this can add up. It is recommended that you use wifi whenever possible to minimize cellular data plan consumption.

Is nCommand available for my iPhone?

Yes, nCommand is supported on iPhone as well as many other devices, not just mobile devices. The nCommand application can be downloaded for Windows, MAC, iOS and Android devices. Visit http://ncommandapp.com to download the latest version of nCommand or for mobile devices, search for nCommand in the Appstore or Google Play Store.

What is the username and password for my nCommand login?

Your username and password for nCommand should have been provided to you by NCTC when your service was installed or activated. Your username is your 10 digit assigned account direct inward dial (DID) number @corpgblobal.net. For example, if your account DID were 423-555-1234, your nCommand username would be 4235551234@corpglobal.net. Your password is your account password as configured during your account setup. If you do not know your password or if you forgot your password, please use the “Forgot Username/Password” functionality from the CAP login screen.

Note – For security reasons, your existing password cannot be viewed by any administrator, it can only be reset via password reset mechanisms.

Will running nCommand run the battery down on my iPhone?

Running any application on a mobile device will consume valuable battery life. This applies to any mobile device, iPhone, Android, etc. If you intend to use nCommand extensively, please first ensure that your battery is healthy, and keep a charger handy in case charging is necessary.

If I am on a call using nCommand, can I transfer that call to my desk phone?

You can seamlessly move an active call to or from nCommand very easily without ever even putting the caller on hold. To do so:

To move an active call from nCommand to your desk phone

  1. While active on a call using nCommand, from your desk phone, dial *11
  2. This will seamlessly move the call from nCOmmand to your desk phone

To move an active call from your deskphone to nCommand

  1. From the nCommand app, open the Call screen
  2. In the lower right hand corner there is an icon that looks like a handset with 3 lines besides it. Press this icon
  3. Select Pull Call
  4. This will seamlessly move the call from your desk phone to nCommand

General FAQ

What type of Internet connection do I need for cloudUC?

 

A high speed Internet connection is required for cloudUC. Though cloudUC voice does not use very much bandwidth, it does require a high performance connection. Typically a cloudUC voice call will consume less than 200kbps of bandwidth per active call. cloudUC utilizes voice over IP technology (VoIP) and  in general, VoIP requires a fast, high performing connection to the Internet with low packet loss and low delay metrics. Modern broadband Internet service is typically more than adequate to support excellent voice quality using cloudUC. Consult with your NCTC representative on specific requirements.

What firewall configuration is required for NCTC cloudUC?

If your firewall does not have restrictive outbound policies from your LAN, no special firewall configuration is typically necessary. Some firewalls however employ a feature know as a SIP ALG or SIP Application Layer Gateway. This is a feature that is intended to aid in NAT traversal for VoIP, specifically SIP traffic through the firewall. The SIP ALG feature typically will cause issues with NCTC cloudUC and it should be disabled on the firewall.

If your firewall does have restrictive outbound policy, there are specific TCP and UDP ports that must be permitted in order for your NCTC cloudUC service to operate correctly. Please contact NCTC cloudUC support for further information on the required ports to be opened on your firewall. NCTC cloudUC support can be reached at 615-666-2151.

Why can't I see presence information for all users?

Presence information is only available for users with a Professional or Executive seat. In other words, in order to view or have your presence information available or published, you must subscribe to at least the Professional level of service. For example if you have 4 users in your office and only 2 of them have Professional/Executive and the other 2 have Standard, the 2 Professional/Executive users would be able to see one anothers’ presence information where the 2 Standard users presence information would not be visible.

Do I need any special equipment to use cloudUC?

You do not need any special equipment to take advantage of cloudUC outside of what your office probably already has in place. All that is required is adequate broadband Internet connection along with a properly designed and installed local network (cabling, switching, routing).

NCTC may recommend additional equipment based upon your use case.

Does cloudUC provide business continuity features?

Not only does cloudUC offer business continuity features, it is built in. In the event of a disaster or even a not so disastrous event, cloudUC ensures that you are in touch with your customers without downtime. Utilizing built in call routing functions as well as optional mobile apps, cloudUC ensures that you can communicate with your customers anytime, on any device from anywhere.

How do I log into the cloudUC Customer Administration Portal?

To log into the cloudUC CAP simply open a browser and navigate to https://clouduc.nctc.com

Note that in order to log into the cloudUC CAP you must have an active account. If you would like to see a demo of the CAP and the features and functionality it provides, contact an NCTC representative by sending an email to support@nctc.com

Is cloudUC complicated to install?

 

Installation of cloudUC service is extremely simple assuming that you already have appropriate LAN cabling, switching/routing and Internet service. NCTC will pre-configure and test your cloudUC service prior to installation making implementation hassle free. In most cases, phones can be simply plugged in and be up and running in a matter of minutes. NCTC provides professional installation services as desired as well as self install deployment options available.

 

I forgot my cloudUC password, how do I reset it?

If you have forgotten your cloudUC password for access to the CAP and/or nCommand, you can initiate a password reset from the CAP login page. Go to https://clouduc.nctc.com , there is a link within the login area of the page that states “forgot username and/or password”. Click the “forgot username and/or password” link, you will be prompted to enter the email address associated with your account. Once your account email address has been entered, click Send Mail. An email will be sent to the address entered with further instructions on resetting your password.

Note, If you change your password and you are an nCommand user, you MUST log into the CAP and sync your new password in order for your new password to function with nCommand. To resync your password, after you have logged into the CAP with your username and new password, click the icon next to your extension in the Manage Phone System widget. This will allow you to perform a password sync.

What features can be accessed via a * code?

Various features can be accessed either my hard coded buttons on the phone or softkeys. Additionally, several features can be activated using a * code. Below is a list of * codes and the applicable feature associated with each.

*72 Call Forwarding Always Activation
*73 Call Forwarding Always Deactivation
*90 Call Forward Busy Activation
*91 Call Forward Busy Deactivation
*92 Call Forward No Answer Activation
*93 Call Forward No Answer Deactivation
*44 Call Recording (if enabled)
*67 Calling Line ID Delivery Blocking per Call
*65 Calling Line ID Delivery per Call
*68 Call Park
*88 Call Park Retrieve
*98 Call Pickup
*11 Call Retrieve (Call Pull)
*69 Call Return
*70 Cancel Call Waiting
*99 Clear MWI
*55 Direct Voicemail Transfer
*78 Do Not Disturb Activation
*79 Do Not Disturb Deactivation
*62 Voice Portal Access
*66 Last Number Redial

Note that not all features are available for all seat subscriptions.

Features FAQ

What are the account level features available for NCTC cloudUC?

Auto Attendant

An automated recording that answers the phone and provides a personalized message to callers with options for connecting to the operator, dialing by name or extension, or connecting to up to nine configurable extensions (for example, 1 = Marketing, 2 = Sales, and so on). Configuration via the Customer Portal allows for hours of operation to be modified, with different options available for hours that the company is open or closed.

Call Control

The ability for users to control where their calls are directed (call forwarding, call park, call transfer, etc.)

Corporate Directory

System Users are networked for extension-to-extension calling.

Hunt Groups

Allows users within a group to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Group’s phone number. Within the Customer Portal, company administrators can choose from “hunt” schemes, each of which rings the specified phones in a different manner.

Music On Hold

Enables company administrators to upload an audio file (.wav file containing music, advertising, etc.) onto the system to be broadcast to parties while on hold.

 

What are the Seat Features (except for Basic)

Alternate Numbers

Users can have up to ten phone numbers or extensions assigned to them. The usual ringing is provided for incoming calls to the primary phone number and users have the option of enabling a distinctive ring for calls to their second and third phone numbers. For outgoing calls from the user, the user’s primary phone number is the calling line identity.

Anonymous Call Rejection

Enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. By activating the service via a web interface, callers without available caller identification are informed that the user is not accepting calls at that time. The user’s phone does not ring and the user sees or hears no indication of the attempted call. This service does not apply to calls from within the group.

Automatic Hold/Retrieve

Enables users to automatically hold and retrieve incoming calls without requiring the use of feature access codes. This feature is especially useful for attendants managing a large volume of incoming calls by enabling them to hold calls by simply transferring them to dedicated parking stations. When an incoming call is directed to that station, the call is automatically put on hold and provided any media on hold. When the attendant wants to address the call, they simply retrieve the call from the held station. A timer exists that automatically returns the call to the attendant following an expiration.

Automatic Callback

Enables users who receive a busy condition to monitor the busy party and automatically establish a call when the busy party becomes available. This service can only be activated when calling within the same group

Busy Lamp Field

Shows the status of other users phones (busy, ringing, available) connected to user’s phone system.

Calling Line ID Delivery Blocking

Enables a user to block delivery of their identity to the called party.

Call Forwarding Always

Forwards all incoming calls to a designated number. Press *72 to activate, *73 to deactivate.

Call Forwarding Busy

Forwards all incoming calls to a designated number when the line is busy. Press *90 to activate, *91 to deactivate.

Call Forwarding No Answer

Forward all incoming calls to a designated number when you do not answer. Press *92 to activate, *93 to deactivate.

Call Forwarding Not Reachable

Forward all incoming calls when user is unreachable (during a power loss, for example).

Call Forwarding Selective

Automatically forwards incoming calls based on selected criteria.

Call Park

Enables a user to hold a call and to retrieve it from another station within the group. To park a call, a user dials *68. The call is parked and the caller is held. To retrieve the call, the user goes to any phone in the group and dials *88 followed by the user’s extension. The call is retrieved and connected to the retrieving user.

Call Pickup

Enables a user to answer any ringing line within their pick-up group. A pick-up group is a group administrator-defined set of users within the group, to which the Call Pickup feature applies. To pick up a ringing call, a user dials *98. The user is then connected to the caller. If more than one line in the pick-up group is ringing, the call that has been ringing the longest is answered.

Call Logs

Enables users to see a record of all received, missed and placed calls from their extension.

Call Notify

A notification message with caller’s name and number (if available) to an email address

Call Return

Enables a user to call the last party that called, whether or not the call was answered. To call back the last party that called, the user dials *69. The system stores the number of the last party to call, and connects the user to that party.

Call Waiting

Suspends user’s current call to answer a new call.

Caller ID Blocking

Enables a user to block delivery of his/her identity to the called party. The user controls the service via the portal, which provides the ability to activate and deactivate the service. If activated, all calls made by the user have the user’s identity blocked. If this service is activated, users can still choose to allow the delivery of their Calling Line ID on a specific call by entering the respective feature access code (*65 is the default) for Calling Line ID Delivery per Call. Once the call is over, Calling Line ID Blocking is restored.

Calling Name/Number Delivery/Retrieval

Provides the calling name for incoming calls by querying an external database for the information if it is not received in the call set-up messaging. Calling Line ID Delivery provides the calling number and name for all calls, calling name information is typically not passed with calls received from external parties.

Call Transfer

Transfer call to another number or extension

Directed Call Pick Up

Enables a user to answer a call directed to another phone in their group by dialing *98 then the extension of the ringing phone.

Directed Call Pick Up with Barge-In

In addition to the ability to pick up a call directed to another user in the same customer group, this version of the Directed Call Pick-Up service also enables the user to barge-in on the call if already answered, thereby creating a three-way call. Administrators can configure to play a warning tone when a barge-in occurs.

Do Not Disturb

Allows a user to easily set their number or extension as busy. Call will be directed to voicemail.

Last Number Redial

Enables users to redial the last number they called by clicking the Redial button or by dialing *66.

Personal Phone Lists

Enables users to dial frequently called numbers by selecting from a searchable list of names. Each user can add, delete, edit and reorder numbers in their Personal Phone List which serves as a personal speed dial list. Users can add multiple numbers to this list by uploading them from a flat file.

Selective Call Acceptance:

Enables a user to define criteria that causes certain incoming calls to be allowed. If an incoming call meets user-specified criteria, the call is allowed to complete to the user. All other calls are blocked and the caller is informed that the user does not wish to receive the call. The user controls the service via the Customer Portal, which provides the ability to establish the criteria sets for determining which calls are allowed to complete. Criteria is based on incoming calling line identity, time of day, and day of week.

Selective Call Rejection

Enables a user to define criteria that cause certain incoming calls to be blocked. If an incoming call meets user-specified criteria, the call is blocked and the caller is informed that the user is not accepting calls. The user controls the service via the Customer Portal, which provides the ability to establish the criteria sets for determining which calls require blocking. Criteria is based on incoming calling line identity, time of day, and day of week.

Shared Call Appearance

Allows for incoming calls to ring on up to 35 additional phones simultaneously, connecting the first phone to be answered. If one of the phones is already hosting an active call under the line ID, incoming calls are delivered to the active phone and any outgoing calls from another phone using the same line ID are blocked.

Speed Dial 100

User can designate a two-digit code for up to 100 telephone numbers.

Three-Way Calling

Enables a user to make a three-way call with two parties, in which all parties can communicate with each other. To initiate a three-way call while engaged in a regular two-party call, the user presses the flash hook and dials the third party. Before or after the third party answers, the user presses the flash hook to engage the two parties. To drop the third party, the user presses the flash hook and is reconnected with the original party in a regular two-party call. If the user hangs up, all parties are released.

Voicemail-to-Email

Within the Customer Portal, users can enable the ability to receive .wav files of any voicemail via email

 

Presence

Users can view their contact’s status to see whether they are available and willing to communicate. Color indicates whether a user is available, on a call or unavailable.

One Number Access (Simultaneous Ring)

Enables users to have multiple phones ring simultaneously when any calls are received on their phone number. The first phone to be answered is connected. For example, calls to a user’s desk phone could also ring the user’s mobile phone, in case the user is not at his/her desk.

Follow Me Find Me (Sequential Ring)

Enables users to define a “find-me” list of phone numbers that are alerted sequentially for incoming calls that match specified criteria. Whiles these service searches for the user, the calling party is provided with a greeting followed by periodic comfort announcements. The caller can also interrupt the search to leave a message by pressing a key.

Softphone Client w/ Corporate Directory

Users can start using their phones before the desk phone is installed. A desktop soft client for Windows and Mac and a mobile client for iPhone and Android can be downloaded to have the ability to make calls and chat from any device. Client automatically loads in user’s company phone directory to have access to all employees.

Chat

Instant message your coworkers easily through any of users communication devices.

Seat Features for Executive (includes above PLUS)

Desktop Sharing

Users can increase company work flow by sharing their desktop or transferring a file in real- time through nCommand, avoiding the delay of email overload.

Video Sharing

Users can share video via nCommand and shareNOW.

Web Collaboration

NCTC shareNOW allows users to invite contacts to join their very own, personal collaboration room. Integrated with Audio Conferencing for a single unified experience

Add On Features

Advanced Auto Attendant

A multi-level Auto Attendant (for example, enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location).

Call Recording

Allows a user to record their calls in either an always on or on-demand mode. Enabling the feature is done through the Customer Portal and on-demand recording is initiated with the “*44” code. 1GB of storage for each user for faxes, call recordings and voicemails.

Hosted Fax

A cloud based faxing solution that enables ANPI Users to leverage their Portal for sending and receiving faxes on their own private account without the need for hardware or fax machines.   1GB of storage for each user for faxes, call recordings and voicemails.

Virtual Extensions

An internal extension number for inter-office calling and forwarding incoming calls from external phone numbers.

Virtual Numbers

Local phone number with no services but includes unlimited incoming minutes.

Audio Conference

Non-overlapping conferences with 15 participants per conference. Includes on local dial-in number, conference access # and a moderator pin.

 

 

What are the Seat Features for Professional (includes above PLUS)

Presence

Users can view their contact’s status to see whether they are available and willing to communicate. Color indicates whether a user is available, on a call or unavailable.

One Number Access (Simultaneous Ring)

Enables users to have multiple phones ring simultaneously when any calls are received on their phone number. The first phone to be answered is connected. For example, calls to a user’s desk phone could also ring the user’s mobile phone, in case the user is not at his/her desk.

Follow Me Find Me (Sequential Ring)

Enables users to define a “find-me” list of phone numbers that are alerted sequentially for incoming calls that match specified criteria. Whiles these service searches for the user, the calling party is provided with a greeting followed by periodic comfort announcements. The caller can also interrupt the search to leave a message by pressing a key.

Softphone Client w/ Corporate Directory

Users can start using their phones before the desk phone is installed. A desktop soft client for Windows and Mac and a mobile client for iPhone and Android can be downloaded to have the ability to make calls and chat from any device. Client automatically loads in user’s company phone directory to have access to all employees.

Chat

Instant message your coworkers easily through any of users communication devices.

 

What are the Add On Features

Advanced Auto Attendant

A multi-level Auto Attendant (for example, enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location).

Call Recording

Allows a user to record their calls in either an always on or on-demand mode. Enabling the feature is done through the Customer Portal and on-demand recording is initiated with the “*44” code. 1GB of storage for each user for faxes, call recordings and voicemails.

Hosted Fax

A cloud based faxing solution that enables ANPI Users to leverage their Portal for sending and receiving faxes on their own private account without the need for hardware or fax machines.   1GB of storage for each user for faxes, call recordings and voicemails.

Virtual Extensions

An internal extension number for inter-office calling and forwarding incoming calls from external phone numbers.

Virtual Numbers

Local phone number with no services but includes unlimited incoming minutes.

Audio Conference

Non-overlapping conferences with 15 participants per conference. Includes on local dial-in number, conference access # and a moderator pin.

 

 

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