VoIP Setup Guide

This VoIP setup guide is intended mainly for new Cabertel customers, but has some sections that are general in nature and may be useful for all readers interested in VoIP.

VoIP Basics

For background purposes we will first touch on the VoIP basics as knowing this may help your understanding for subsequent sections of this setup guide.

How VoIP Works

VoIP works by sending audio conversations to and from your phone using your Internet connection instead of a landline. For this reason you need an IP phone, which handles all of the analog to digital conversion that is needed in order to send your audio (voice) as digital packets that travel across the Internet. Note that an analog phone can be used instead of an IP phone but only if an Analog Telephone Adapter (ATA) is utilized.

The benefits of using IP phones are as follows:

  • Pre-configured with the correct VoIP settings so they securely connect with our servers.
  • Apply power, connect to your Internet service and you are ready to make and receive calls.
  • Portable - so long as you have power and Internet you can install your IP phones anywhere.
  • Clear Audio - digital techniques in hardware and software can be utilized to ensure high quality audio (e.g. echo cancellation, jitter buffers etc).

VoIP Setup

Before setting up your new VoIP service we always recommend that you read our VoIP requirements document. Doing this can save you some time in the long run as it ensures your local network and Internet is VoIP ready.

Setting up your business VoIP system is as simple as connecting your phones to a router (and/or switch), which connects to a modem from your Internet provider. Follow the instructions in the requirements document regarding your router settings as it can cause problems for VoIP if not handled correctly. For example, double NAT configurations (i.e. multiple routers) and SIP ALG being enabled can cause issues such as one-way audio and dropped calls.

The VoIP diagram at the top of this page shows a simple but effective setup for small businesses.

A money saving tip is to buy your own Internet modem instead of renting one from your Internet provider. For example, the Arris SB6141 SurfBoard cable modem is under $50 on Amazon. The rental fee is often as high as $15/month so after 3 or 4 months it pays for itself.

A simple low-cost Ethernet switch (under $20) can be placed between the phones and the router if you need additional connections. If your IP phone has a built-in Ethernet switch, take advantage of it. For example you could connect from your router to your IP phone (connector labeled Internet on the phone) and then connect a PC or laptop to the switch inside the phone (connector labeled PC, typically).

The IP phones are pre-configured by Cabertel before shipping them to customers. For this reason, if your VoIP setup is correct, when you power your phones up they should connect and register with our servers.

Call Handling

Assuming your IP phones registered with our servers successfully, you should now be able to make phone calls. You will also be able to receive calls if you purchased new phone numbers or your existing numbers have ported over to Cabertel successfully.

Extension Dialing

Simply dial the 3 or 4 digit extension of a colleague to connect with them, regardless of whether they are in the same office or a different city.

External Dialing

Simply dial the 10-digit number you wish to call (with or without a preceding 1) within the USA or Canada. If you would like to have International dialing ability then contact your account manager.

Mobile App

Cabertel supports a Mobile App so you can make business calls from your smartphone. Contact your account manager for further information.

Putting a Call on Hold

During an active call you can press the Hold softkey on the phone to place the call on hold. When on hold the callee will hear music. Click the Resume softkey to take the call off of hold.

Transferring a Call

During an active call you can use the Tran softkey (sometimes labeled transfer) or TRAN button on the IP phone to transfer a call to another extension in your phone system or to an external number. This can be used for attended and blind transfers as defined below:

Blind Transfer

For a blind transfer, you simply hang up when you hear the ring tone for the phone you are transferring a call to, and therefore the steps are as follows:

  • While on a call that you wish to transfer, press the tran softkey or TRAN button.
  • Enter the number for the extension or external number.
  • Once you hear it ringing, hang up the call or press the tran softkey or TRAN button.

Attended Transfer

For an attended transfer you wait until the person you wish to transfer the call to answers your call and once you inform them of the transfer you can then hang up, as detailed below:

  • While on a call that you wish to transfer, press the tran softkey or TRAN button.
  • Enter the number for the extension or external number.
  • Wait for the call to be answered and inform the person you are transferring a call to them.
  • Hang up the call or press the tran softkey or TRAN button.

As a side note, pressing cancel during the transfer will cancel it and you can resume your call.

Park a Call (Valet Park)

Call parking is very useful if you wish to place a call on hold and pick it back up on a different phone. To park a call it is more efficient to use a Park key on the phone. If you do not have this ask your account manager to add it to your phone. A call can be parked as follows:

  • When you are on a call press the Park key.
  • Wait until the automated response plays the parking lot number. At this point you can hang up on this phone but remember the number. Usually it will be 5901 since that is the first assigned parking lot. Note that the other end of the call will hear hold music during this time so tell them that to set expectations.
  • Go to your other phone and dial *[park lot]. Note the * as this is important for dialling feature codes. So usually you will dial *5901
  • This will bridge the original call to the new phone.

Basic Features

In this section we will detail some of the basic VoIP features with the Cabertel business phone service, so you can get up and running quickly. For a complete list visit our service features page.

Setup a Voicemail Greeting

Dial *97, or hit the Message key on your IP phone and follow the voice prompts.

Listen to Voicemails

There are multiple ways to listen to your voicemails:

  • Play directly from the notification you receive via email.
  • Press the Message button on your phone.
  • Dial *97 from your phone.
  • Play or download using the Cabertel portal (discussed later in this guide).

Auto Attendant Setup

Contact your Account Manager if you would like to use the Auto-Attendant feature and we will help set it up for you.

Web Portal Phone Management Interface

Your account manager will supply you with your login information for portal access. Note that Firefox and Chrome browsers have the best compatibility with our portal. The following basic features can be accessed inside the portal (advanced features can also be enabled):

  • Do Not Disturb - Forces all calls to go to voicemail. Can also be turned on and off on your IP phone.
  • Call Forwarding - Forwards calls to a different number (internal or external number).
  • Follow Me - Forward calls to multiple phone numbers. First one to pick up wins.
  • Call Block - Set calls from specific numbers to either be rejected or go to voicemail.
  • Voicemail - Listen or download voicemail messages.

 

We hope this VoIP setup guide has helped get you up and running quickly with your new business phone service. At Cabertel we pride ourselves on customer service so please take advantage of this and reach out to your account manager should you have any questions at all.

Contact Us

Contact your account manager if you have any questions. Alternatively call us at 425-984-5888 or use the form below and we will get back to you promptly.