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FAQs Avaya IP Office, 8x8 Cloud Communications and Samsung Officeserv

Look below for answers to some questions on how to use your telephone system to perform a business function.

Unified communications (UC) is the integration of real-time communication services such as instant messaging (chat), presence information telephony (including IP Telephony), video conferencing, call control and speech recognition with non real time services such as unified messaging (integrated voicemail, email, SMS & fax). UC is not a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types.
UC also refers to a trend to offer Business process integration i.e. to simplify and integrate all forms of communications in view to optimize business processes and reduce the response time, manage flows, and eliminate device and media dependencies.

UC allows an individual to send a message on one medium and receive the same communication on another medium. For example, one can receive a voicemail message and choose to access it through e-mail or a cell phone. If the sender is online according to the presence information and currently accepts calls, the response can be sent immediately through text chat or video call. Otherwise, it may be sent as a non real-time message that can be accessed through a variety of media.

How to Introduce Unified Communications

  1. Improve support for mobile workers
  2. Bring telephony to the PC
  3. Bring computer applications to the telephone
  4. Establish Unified Messaging
  5. Enterprise Instant Messaging Integration
  6. Introduce Unified Conferencing
  7. Add Video

The Session Initiation Protocol (SIP) is a signalling protocol used for establishing sessions in an IP network.
You may be rapidly reaching the conclusion that everyone has too many devices, too many numbers, and too little time. Session Initiation Protocol is here to save the day. The SIP protocol is fast becoming the standard for complete service integration. Learn how the session initiation protocol can improve software communications architecture while simplifying your device-centric world.

Communications today are devic-centric. Every device has its own phone number, address, or alias. The more devices people use, the more addresses you need to remember in order to reach them. And without presence, communication becomes a guessing game when trying to connect with people on whatever device they may be using.

With SIP, communications become user-centric once again. A SIP address of record or AOR, provides one unifying identifier that can be mapped across multiple devices and media types. With SIP, you no longer need to track multiple phone numbers, e-mail addresses, and IM contact names. SIP will do it for you.

Even more exciting, both users and applications can access presence information, providing the opportunity to create next-generation converged communication applications. For example, your network can deliver new capabilities such as polite calling. Based on information from her calendar application, voice calls to an executive can automatically be routed to an assistant if the executive is in a meeting.

VOIP is Voice over Internet Protocol. VoIP refers to a way to carry phone calls over an IP data network, whether on the Internet or your own internal network. A primary attraction of VoIP is its ability to help reduce expenses because telephone calls travel over the data network rather than the phone company’s network.

Encompasses the full suite of VoIP enabled services including the interconnection of phones for communications; related services such as billing and dialling plans; and basic features such as conferencing, transfer, forward, and hold. These services might previously have been provided by a PBX.

With handset on Hook

  1. Press Transfer and dial 200
  2. Enter the password 1234 (default password)
  3. Press 1 to enable customer programming
  4. Press Speaker to access programming
  5. Dial 505
  6. Enter new time and date from keypad using format below
  • W: Day of the week (0-Sun, 1-Mon, 2-Tues etc.)
  • MM: Month (01-12)
  • DD: Day
  • YY: Year (05)
  • HH: Hours (24 hour clock)
  • MM: Minutes

Conference Call Instructions

  1. While engaged in a conversation, press the CONF key (on the display of the phone) & receive Conference tone
  2. Make another call, either internal or external, press the CONF key and receive Conference Tone
  3. Make another call or press the CONF key to join all parties
  4. Repeat the last step until all parties are added

NOTE: When attempting to add another party to the conversation and you are not able to reach the desired person, hang up. Simply press the CONF key again to return to your previous conversation.

To drop a party from your conference call:

  • Press the CONF and dial the extension or line number that is to be dropped
  • Press CONF again to reestablish the conference

NOTE: To leave the conference, hang up. Control is passed to the next internal station. If there are no internal stations and you wish to leave the outside lines connected together in a trunk or trunk conference, press the CONF key and the call button that the call appears on or follow the instructions to drop a party and use your extension number. When they hang up the lines will release automatically.
Press CONF key to rejoin Trunk to trunk conference.

Your calls might be going to voicemail for two reasons:

  • You might have enabled Do Not Disturb for your user profile. Make sure that your presence status is not set to Do Not Disturb, and check that you have not set yourself to DND by entering a key shortcut in your desk phone.
  • You might have enabled a call forwarding rule that forwards all incoming calls to voicemail. Disable call forwarding, or change your call forwarding rules to ensure that calls reach you when you are available.
Star Code Function
*67 Block Caller ID: Dial before calling a number to block your Caller ID from the other party.
*69 Last Call Redial: Dial the last number you called or were called by.
*78 Activate DND: Activate Do Not Disturb to send incoming calls to voicemail.
*79 Deactivate DND: Deactivate Do Not Disturb to receive incoming calls.
*80 Toggle DND: Toggle your Do Not Disturb status.
*88 Flip Call: To switch an active call from one device to another on the same extension, dial from the device you want to use.
*5 (BMW) Barge: If you are Monitoring a call, Barge in to speak with and be heard by both parties on the call.
*6 (BMW) Mute: If you have Barged into a call or are Whispering to an agent, you can Mute yourself.
*9 (BMW) Whisper: If you are Monitoring an agent, you can Whisper to them without being heard by the party speaking with the Agent.
*22 (BMW) Monitor: Listen in on a live call without interrupting either party.
*23 (BMW) Barge Direct: Barge in on a call without Monitoring or Whispering first.

You can configure your settings to notify you via email whenever you receive a voicemail; notifications are sent to the email address associated with your user profile. Depending on whether your organization is an X SeriesVirtual Office Editions, or Virtual Office Classic customer, your settings are found in different locations:

  • If your organization is an X Series or Virtual Office Editions customer, all available settings are found under the Settings tab.
  • If your organization is a Virtual Office Classic customer, you can access some of your older settings under Settings > Account settings. In addition to setting up call recording and voicemail settings, you can select the music that plays for a caller that you put on hold.

To set up voicemail notifications as an X Series or Virtual Office Editions user:

  1. Go to Settings > Account settings to open your account settings in a browser page.
  2. Under Voicemail settings, you can set:
    • Your email address to receive voicemail notifications.
    • Whether or not you receive an email notification.
    • Your voicemail password (password length is limited to six digits).
    • Whether callers who reach your voicemail can choose to be redirected to another number you specify.

To set up voicemail notifications as a Virtual Office Classic user:

  1. Go to Settings > Account settings to open your account settings.
  2. In the Voicemail Settings section of the My Services tab, you can select:
    • Your email address to receive voicemail notifications.
    • The information you want included in emailed voicemail notifications, such as:
      • A link to a web page where you can access your voicemails, and an attachment containing the voicemail.
      • Only an attachment containing the voicemail.
      • Only a link to a web page where you can access your voicemails.
      • Only a written notification that the voicemail was received.
      • No email notification.
    • Your voicemail password (password length is controlled by your administrator).
    • Your time zone.

Let’s say you are on a Virtual Office call on your mobile device but your battery is running low, or that you are on a call on your desk phone but want to switch to your laptop for advanced call management capabilities; you can flip your call to any device associated with your Virtual Office extension without interrupting the call.

If you want to switch from the Virtual Office mobile app to the Virtual Office desktop app, for example, just dial <*88> from the desktop app. Your desktop app receives a call from the mobile app and automatically answers it. The call is dropped on the mobile app, and you can continue from the desktop app without the other party on the call even realizing that you have flipped the call to a different device!

  1. Open the Contacts tab.
  2. Go to FavoritesCompany, or My Contacts.
  3. Hover over the desired contact, and click the More  icon that appears to open a drop-down menu.
  4. From the drop-down, select Contact info to display the contact details. If available, you can find the contact’s department and title, their email address, their phone, fax, and extension numbers, and more.
    From the contact details, you can call, message, or fax the contact

To see your missed calls, go to Calls > Calls or Calls > Missed. Calls are marked with a missed incoming , or outgoing  icon to indicate the direction of the call.

At this time, you cannot delete voicemails or call recordings in bulk from the new interface. Until the new interface allows you to delete items in bulk, you can delete items:

  • One by one from the new interface.
  • In bulk from the classic interface, if you are a Virtual Office Classic user.

To dial phone numbers in emails or web pages with a single click, you can use 8×8 Web Dialer to further streamline your calling experience.

As a host: If you have scheduled a meeting and want to find it again, you can find the meeting in the same calendar you used to schedule it. If you have synced with Google Calendar, you can also find upcoming meeting events under Meetings > My Meetings in the Virtual Office desktop app. Note that, if you have not synced with Google CalendarMeetings > My Meetings contains the reusable meetings that you can add to calendar events, rather than the scheduled calendar events themselves.

As a participant: If you have been invited to a scheduled meeting, you can find the meeting information in your email invitation, as well as in the calendar associated with the same email address. If you have synced with Google Calendar, you can find upcoming meeting events under Meetings > My Meetings

If you are an external guest, or an 8×8 user from a different phone system than the meeting host, you are not able to join meeting audio via callback until the host (or a participant from the same phone system as the host) is in the meeting. Until you are able to join audio via callback, you can temporarily dial in to meeting audio, or use any available speakers and microphone on your computer.

  • Sell and Support Avaya, 8×8, Ring Central and Samsung telephony products
  • Provide a HELP DESK for all Customer requests
  • Design communications solutions for business
  • Train staff on how to use
  • Manage Telstra for them (new lines, new 13/1800 etc)
  • Cabling
  • Video Conference Hire / Sales
  • Avaya Phone systems
  • Samsung phone systems
  • 8×8 Cloud Communications
  • Ring Central Hosted Telephony
  • Headsets, Conference units, Mobiles, 2nd hand phones
  • Business Video Conference Solutions

Samsung, Avaya, 8×8, &Ring Central are our main business partners

As we consult and design communications solutions, not one product caters for all the different and unique needs business have. Once we understand your business, its culture, unique needs and growth plans we recommend the communications platform that will best serve your organisation. Keeping in mind the business benefits.

GlobalTalk is based out of Brighton in Melbourne, however we have partnerships with reputable companies all around Australia, also our technical team is very mobile and are able to travel to most destinations when ever needed.
GlobalTalk also connect with our customers via our online Technical Help Desk, allowing us to complete Remote Support and most software upgrades.

  • The fact we focus on the business and not just the technology.
  • We have multiple products.
  • We spend time getting to know the business, its culture and growth plans.
  • And design our solutions in line with this.
  • We focus on Support. After Care!!Techncial Help Desk, Account Management. Professionalism.
  • Avaya’s only EXPERT Accredited Business Partner – Technical & Sales

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