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Wall Board

Gold Service

Wall Boarding is an optional extra that gives you up to the minute statistic reports that can be seen by your whole team.

Price: £25.00 Exc VAT

Charge per month payable in advance by direct debit, monthly contract.

Description

Features

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Wall Boarding is an optional extra that gives you up to the minute statistic reports that can be seen by your whole team.

The reports can be displayed on a wall-mounted screen, allowing the call group members to respond and monitor real time performance issues.

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Calls Overview	the number of incoming calls, answered calls, outgoing calls, lost calls and average duration both as a group total and by team member.
Inbound Calls	the number of incoming calls, answered calls, lost calls, queued calls and ring duration both as a group and by team member.
Outbound calls	the number of outbound calls, average duration and maximum duration both as a group and by team member.
Queued Calls	the average queue time, maximum queue time, queue limit breaches, timeouts and the number queuing now both as a group total and by team member.

To get an accurate idea of how much we can save you we will need to start a conversation so please either call us on 01288 255155 or enter your details into our contact form and we will get right back to you.

Upstream Voice is packed with clever features to help you make the most of your telephone system. You can configure preferences both for individual phones and for your phone network through the web portal. You can also set many of the most common features direct from the handsets.

Never miss a call

Divert calls or Forward calls to another number, your mobile or Voicemail when you’re on the phone or away from your desk.
Twin your phone with your mobile.
Know when a caller is waiting with Call Waiting, and use Call Park to let you answer another call.

Never lose a contact

Receive on-screen pop-ups, SMS text messages or email alerts when there’s a message waiting.
Respond immediately with Last Number Redial and Click-2-Talk.
Easily access and manage all your contact lists with your on-line personal and company Address Books.
Never forget an important call – use Events Diary to set reminders against your Address Book entries.

Don’t feel tied to your desk

Forward calls to any internal phone, your mobile or external phone.
Access Voicemail from any internal phone, mobile or external phone, or on-line.
Let the whole team know with messages on Shared Voicemail.

Work efficiently

Protect your precious time with Do Not Disturb and Block Anonymous Calls.
See when colleagues are free to take a call with Line Monitoring, and transfer calls to any number easily.
Bring a colleague in on a phone conversation with Three-way Call.
Forward Voicemail messages easily to handsets or emails, and access your Fax messages on-line or by email.
Use quick dial Short Codes for your everyday numbers.

Promote your company image

Help your customers’ calls get through with Call Groups.
Use Time-based Routing and your Greetings Library to route callers to preferred phone numbers in and out of office hours.
Let your callers know they’re connected with Music on Hold.
Route your callers to the right people with Auto Attendant (Gold package option).
Perfect and review your telephone responses with Call Recording (Gold package option).

Work securely

Set passwords and pin numbers to secure your phones, voicemail and web-portal from unauthorised access.
Set external or mobile Failover numbers to keep your communications open in the event of a power-cut, network or system failure.

Take control of your communications

The powerful administrative features make managing your phone network and monitoring costs and performance a quick and easy job:

Update, add or remove users.
Set up Call Groups, shared Voicemail boxes and Music on Hold.
Create a shared company Address Book and an automatic internal telephone directory.
Track and bar unauthorised calls.
Block unwanted calls.
Monitor your phones account and company Calls History, and create automatic Company Reports.

Upstream Voice and broadband

What is the ideal type of broadband service for Upstream Voice?

Can I use Upstream Voice with a firewall?

What happens to my telephone service if my broadband goes down?

Can I revert to using a normal phone service if there is a problem with my broadband connection?

Upstream Voice and phone numbers

Do I have to transfer my existing phone number to my Upstream Voice service?

Can I make any type of calls using Upstream Voice?

Can I still use my broadband line and number when the Upstream Voice service has been set up?

What other numbers could I have?

Upstream Voice and making calls

What number do I dial for local calls?

Can I call any number?

How much do calls cost?

Can I use Upstream Voice to make emergency calls?

Can I set up short codes for my Upstream Voice phone?

How do I use "click to call"?

Can I view my call history online?

Can I use 1471 to see who has called me?

Can I forward calls to my mobile?

Can I forward calls to more than one number?

What other calling features can I use?

Upstream Voice and Voicemail

How do I access Voicemail by telephone?

How do I personalise my Voicemail greeting?

How am I notified that I have a new Voicemail message?

Can I use Voicemail with Hunt Groups?

What else can I do with voicemail?

Upstream Voice and broadband

What is the ideal type of broadband service for Upstream Voice?

We would strongly recommend that you use the Upstream Voice service with our own Premium Business Services to ensure we provide you with maximum call quality.

If you wish to use an existing broadband connection that is not provided by The Phone Co-op, we cannot control the quality of the service but would suggest you choose a business grade connection.

Can I use Upstream Voice with a firewall?

You will need to make sure the following ports are open on your router to allow Upstream Voice traffic to pass freely to and from the Upstream Voice ATA or IP phone.

TCP ports UDP ports

443 (SSL)

5060 & 5062 (SIP)

80 (HTTP)

514 (Syslog)

16384 to 16482 (RTP)

123 (NTP)

53 (DNS)

What happens to my telephone service if my broadband goes down?

If there is a broadband fault or power outage you will not be able to use the service. However there is a Failover feature which diverts your calls to an alternative number of your choice. You can activate the Failover by accessing your Upstream Voice Account from a computer that still has an internet connection or you can dial 0845 034 0497 to activate your failover service. Remember to turn it off once your broadband connection is restored by dialling 0845 034 0496. Alternatively if you access the internet from another computer, you can log in to the Upstream Voice web portal at www.Upstream Voice.com to activate or remove the failover option.

Make sure you have entered your alternative number when you first log in to the online interface.

Can I revert to using a normal phone service if there is a problem with my broadband connection?

Yes you can, as long as the fault is with your broadband service and not the actual telephone line.

If you are using a phone plugged into an adaptor, simply unplug the phone from the adaptor and plug it directly into the phone socket. Your calls will now route over the traditional phone network rather than our VoIP network.

If you are using an IP Phone, you will need to connect an analogue phone into the phone socket.

Using the traditional network means you will only be able to make and receive calls on your telephone line's number.

Upstream Voice and phone numbers

Do I have to transfer my existing phone number to my Upstream Voice service?

You don't have to. Under most circumstances we can port your existing number to the Upstream Voice service. Talk to our Business Sales team on 0845 458 9070 to discuss your options.

We will not be able to transfer the phone number that your ADSL line uses because the broadband will be ceased when the number changes. You need to have a working broadband service to use the Upstream Voice service.

Alternatively we can provide you with a new number. You can choose to have a geographic number from anywhere in the UK.

Can I make any type of calls using Upstream Voice?

Yes. You use your Upstream Voice telephone in exactly the same way that use your existing telephone. You can call any type of number including mobile and international calls.

Can I still use my broadband line and number when the Upstream Voice service has been set up?

Yes. Upstream Voice gives you additional lines over your broadband connection. You can still use the broadband line like a normal telephone line. You can plug a phone or a fax machine in to the micro filter connected to your line and these calls will route over the traditional phone network rather than Upstream Voice.

What other numbers could I have?

The great thing about this service is that you can have any number wherever you are in the country! So if you want to give the impression you have offices in London, Leeds and Manchester, we can provide you with geographic numbers for each of these locations.

We can also offer you a Virtual Number. This is a number that is not associated with any particular piece of hardware and designed to receive calls only. These numbers are designed to be used with the Upstream Voice call forwarding facility and can be used as a 'main number.' Virtual numbers have full voice mail functionality (including voice mail to e-mail) and call history.

Upstream Voice and making calls

What number do I dial for local calls?

You must dial the full number, including the area code.

Can I call any number?

Absolutely! Calling colleagues who use the same service is free. If you wish, you can set up call bars to manage your calls if you don't want to be able to dial certain types of number such as international or premium rate numbers.

How much do calls cost?

Calls are charged at our IP tariff rates:

Daytime Evening Weekends

UK calls

0.89

0.49

Mobile calls

8.9

France

1.9

Italy

1.9

Spain

1.9

USA

1.9

India (inc mobiles)

15.9

Australia

3.7

icon_pdf Download the full IP tariff, including international and special calls rates.

Can I use Upstream Voice to make emergency calls?

Using Upstream Voice, you can make any type of call including calls to the Emergency Services.

However the Upstream Voice service needs a working broadband connection to work. And occasionally there will be times such as during a power cut or a broadband outage, when you won't be able to use the Upstream Voice service to make calls and this includes calls to the Emergency Services on 112 or 999.

It is therefore vitally important that you always have an alternative way of contacting the Emergency Services such as a standard line or a mobile phone.

It is also very important that the Emergency Operator and authorities are able to identify your location should you contact them via your Upstream Voice service. Your service can be used from any location with a broadband connection, and so you may not always be at the same place if you need to contact the Emergency Services.

You must ensure that the location information is kept up to date and accurate for your own safety.

For more information about making calls to the emergency services using Upstream Voice, please refer to our Emergency Services and Upstream Voice user guide.

icon_pdf Download Emergency Services and Upstream Voice user guide.

Can I set up short codes for my Upstream Voice phone?

Yes. This can be done through setting up entries in your Personal Address Book and assigning a short code to contacts you add. If you work in an office, your system administrator will manage short codes assigned to internal users, and these can be found in the Company Address Book. We recommend that short codes start with digits 2-7 (never 1, 8 or 9).

Remember, short codes assigned by the system administrator always take precedence over those assigned in your personal address book.

How do I use "click to call"?

Just double click on phone numbers or icons displayed in the Address Book, call history, or home page. Your phone will then ring, pick it up, and you are through!

Using the Address Book to call enables you to seriously increase your productivity if making calls in front of a computer is part of your job

If the service is using Voice over IP technology, does that mean that I have to leave my computer switched on all the time to make and receive calls?

No. This is an always on service, you don't need to leave your computer switched on, but you do need to leave your router switched on so that you are still connected to the Internet.

Can I view my call history online?

Yes you can. The Call History screen gives you a detailed breakdown on the calls that you have made and received on all the phones registered to your account in reverse chronological order i.e. most recent first. The history will be kept for 90 days.

For information on how to use Call History feature on the online portal, please refer to our Viewing Call History with Upstream Voice user guide.

icon_pdf Download Viewing Call History with Upstream Voice user guide.

Can I use 1471 to see who has called me?

Yes. By picking up your handset and dialling 1471 you will be given the last number that called. If you have activated Call Return from the settings menu then the service will automatically dial the missed caller if you do not hang up straight after hearing the number. There's no need to press 3 to return the call!

Can I forward calls to my mobile?

Yes. Log in to the Online Web portal at www.Upstream Voice.com. Click on 'Settings' and then 'Call Divert' and then follow the on-screen instructions. You can set the system to forward calls directly to any number and not just your mobile.

For more information on fowarding calls, please refer to our Managing Calls with Upstream Voice user guide.

icon_pdf Download Managing Calls with Upstream Voice user guide.

Can I forward calls to more than one number?

Yes, again this is easy to do. Click on 'Setting' then 'Call Forwarding' and then follow the instructions. You can forward calls to a series of numbers in any order you wish. For example you can have the system ring your Upstream Voice number first and then if you are busy on another call or if you do not answer, the system can then forward the call to another phone or a number of phones if you tell it to. You can also use this feature to ring a number of phones at the same time. Ideal for when you don't know where you will be.

For more information on fowarding calls, please refer to our Managing Calls with Upstream Voice user guide.

icon_pdf Download Managing Calls with Upstream Voice user guide.

What other calling features can I use?

Instructions on transfering calls, making three-way calls, putting call on hold and diverting calls are all available in our Making Calls with Upstream Voice and Managing Calls with Upstream Voice user guides.

icon_pdf Download Making Calls with Upstream Voice user guide.

Upstream Voice and Voicemail

How do I access Voicemail by telephone?

There are several ways to access your Voicemail.

Dial 8400 using your Upstream Voice phone. The system can authenticate the phone and therefore connect you straight to your Voicemail.

Dial 8500 from another Upstream Voice phone. You will be prompted for your telephone number and then your 4 digit PIN.

Dial 0845 034 0499 using any other phone (including a mobile phone). You will be prompted for your telephone number and then your 4 digit PIN. This call will be chargeable at the 0845 rate of the service provider being used.

How do I personalise my Voicemail greeting?

Click on the Voicemail icon in the online interface and then choose Keypad Menu Navigation. This sets out the different numbers and functions you have with voicemail. To personalise your greeting pick up the handset, dial 8400, and then follow the prompts, in this case pressing 0, and then 1. Just like your mobile Voicemail.

How am I notified that I have a new Voicemail message?

There are many ways you can be notified.

If you have a new Voicemail message you will see a flashing phone icon on your homepage and you will hear a stuttered dial tone when you pick up your handset.

You also have the option to send a text message to your mobile phone notifying you that have a new message.

Alternatively you can set the system to send you a recording of the message to your email address.

Can I use Voicemail with hunt groups?

Yes you can. You can set up hunt groups via the online web portal. Each phone will be called in the order that you specify. If a phone does not answer, then the call will divert to the next phone after the defined number of seconds. The call will hunt around the group until the last number is rung, at this point the call can be sent to Voicemail. You can set up email for all users in the group so that they are notified that there is a voice mail message.

Cyclic Hunting is not supported by the Upstream Voice service. The call will hunt around the group until the last number is rung, it will not continue to hunt round the group until it is answered.

What else can I do with Voicemail?

For full instructions on how to use voicemail with Upstream Voice, please refer to our Using Voicemail with Upstream Voice user guide.

icon_pdf Download Using Voicemail with Upstream Voice user guide.

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Need help?

Call us on +44 1288 255155 for assistance, or send us an e-mail and we'll call you.

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