Hosted PBX Technical Support

Have questions about your Hosted PBX phone system from Golden West? Check out our frequently asked questions below!

Download the Full Guides Here:

User Guide PDF link.png Admin Guide PDF link.png

    

Using Your Desk Phone

While there are many different models of desk phones, they largely all work the same way. Below you will learn how to use common functions of your phone. Click below for more information.

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U_-_Voicemail.png U_-Handling_Calls.png
 

Using the User Web Portal

Each extension of your Hosted PBX system has access to a powerful web portal for managing voicemail, call routing, and more.

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U - Profile.png U - Phones.png
U - Call History.png U - Music on Hold.png
U - Contacts.png

 

Frequently Asked Questions

User's Guide 

Using Your Desk Phone.png Using the User Web Portal.png

 

Administrator's Guide

Accessing the Admin Web Portal.png Quick Guide.png Working with Active Calls.png
Working with Users.png Working with Conferences.png Working with Automated Attendants.png
Working with Call Queues.png Working with Time Frames.png Working with Music On Hold.png
Working with Inventory.png Viewing Call History.png Taking a Phone Home.png

  


User Guide Information

Using Your Desk Phone

While there are many different models of desk phones, they largely all work the same way. Below you will learn how to use common functions of your phone. 

U - Making Calls.png U - Receiving Calls.png
U - Voicemail.png U -Handling Calls.png

 


 

Making Calls
Making International Calls 
Extension Dialing
Intercom


 

Receiving Calls


 

Voicemail
Accessing Voicemail
Setting Up Your Mailbox
Alternate Greetings
Voicemail Tree


 

Handling Calls

Your cloud PBX features various ways to move calls around, including attended transfer, unattended (blind) transfer, voicemail transfer, park, and more. In this section, references to BLFs are the 1-touch buttons to extensions common at front-desk phones.

Attended Transfer
Blind Transfer
Transfers to External Numbers
Voicemail Transfer
Park and Hold
Directed Call Pickup
3-Way Conference


Using the User Web Portal

Each extension of your Cloud PBX system has access to a powerful web portal for managing voicemail, call routing, and more.

U - Accessing the Portal.png U - Voicemail.png
U - Answering Rules & Time Frames.png U - Contacts.png
U - Phones.png U - Music on Hold.png
U - Call History.png U - Profile.png

 


 

Accessing the Portal
Incoming Calls
Active Calls
Home



Voicemail

You configure voicemail using the Messages page. This page has two tabs for handling voicemail: Voicemail and Settings.

Messages
Voicemail Settings
Recording a Greeting
Uploading a Greeting
Recorded Name



Answering Rules and Time Frames

Though Answering Rules and Time Frames are separate tabs, they are so interconnected that describing them together makes sense.

Time Frames
Days of the Week & Times
Specific Dates or Ranges
Answering Rules
Call Forward Drop-down Options
Ring Timeout
Allowing or Blocking Callers


 

Contacts
Filter and Search
Adding a Contacts
Importing Contacts
Selecting Favorites & Editing Contacts


 

 

Phones
Using SNAPmobile


 

 

Music on Hold
Adding Music on Hold Files
Playing an Introductory Greeting


 

 

Call History
Filtering the Call History
Exporting the Call History Log


 

 

Profile

 


 Administrator Guide Information

Accessing the Admin Web Portal

All administrator tasks are performed from the admin portal. The admin portal is a web-based application that runs on any device (mobile phone, tablet, or PC) running a browser.

You access the admin portal using the user portal login. After logging in to the user portal, users with admin permission can access the admin portal.

Logging Into the Web Portal
Understanding the Admin Portal Interface


 

Quick Guide to Common Tasks

Learn how to perform more frequently performed tasks.

Resetting a Password
Replacing Employees
Moving a Phone
Changing Open Hours
Setting New Holidays
Setting Call Forwarding
Blocking a Caller

 


 

Working with Active Calls

The home page has an Active Calls section that shows graphical and statistical information about current calls. This information updates automatically as active calls change.

Call Graphs
Statistics Panel


 

Working with Users

Users are the extensions on your system. The following describes how to add, edit, and import users to the system. System users are users associated with queues, auto attendants, and other system features.

Displaying the Users Page
Adding Users
Editing Users
     Configuring the User Profile
     Configuring User Answering Rules
          Allowing or Blocking Calls
          Adding Answering Rules
          Changing the Active Answering Rule
          Editing Answering Rules
     Configuring User Voicemail
     Configuring Phones
     Associating Phones with This User
     Editing Phones
     Deleting Phones
Importing Users
Deleting Users


 

Working with Conferences

Your Cloud PBX system includes a conference bridge that allows people inside and outside your company to participate in a conference call.

Displaying the Conferences Page
Adding Conferences
Editing Conferences
Deleting Conferences
Joining a Conference
Viewing Conference Statistics


 

Working with Automated Attendants

Automated attendants (auto attendants) are automated greetings with options to route calls. The Cloud PBX system has an auto attendant builder that gives you easy access to change recordings and options anytime.

The Auto Attendants list displays each auto attendant. From the Auto Attendants List, you can edit auto attendant settings and record the auto attendant greeting.

Displaying the Auto Attendants Page
Adding Auto Attendants
     Recording Intro Greetings and Menu Prompts
Editing Auto Attendants
Deleting Auto Attendants
Auto Attendant Best Practices


 

Working with Call Queues

Call queues are a “waiting line” commonly used for support and sales groups. Callers receive music on hold while waiting for the next available agent.

Displaying the Call Queues Page
Adding Call Queues
Editing Call Queues
Deleting Call Queues
Adding Music on Hold to a Queue
Working with Agents


 

Working with Time Frames

Using time frames, you can tell the system about the times when your office is open, closed, or celebrating a holiday.

Time frames do not go into effect until you apply a time frame to an answering rule or auto attendant greeting. When the time frames are applied, the first matching time frame becomes active.

Displaying the Time Frames Page
Working with Time Frames
Adding Time Frames
Editing Time Frames
Deleting Time Frames
Viewing Begin and End Dates


 

Working with Music On Hold

The system has a Music on Hold feature that plays when callers are on hold or waiting in queue. You can precede the first file with an optional introductory greeting.

Displaying the Music On Hold Page
Adding Music On Hold Files
Changing the Order of Music On Hold Files
Editing Music On Hold Files
Deleting Music On Hold Files
Adjusting Music On Hold Settings


 

Working with Inventory

The Inventory page allows you to manage your phone numbers and phone hardware.

Displaying the Inventory Page
Managing Phone Numbers
     Filtering Phone Numbers
     Editing Phone Numbers
     Exporting Phone Numbers
Managing Phone Hardware
     Filtering Phone Hardware
     Adding Phones
     Editing Phones
     Exporting Phone Hardware Information


Viewing Call History

Call history allows you to review, filter, and export call logs for greater analysis.

Displaying the Call History Page
Filtering Call History
Exporting Call History


 

Taking a Phone Home
Depending on your office's network configuration, you may be able to use your phone at home.

Installing a Phone at Home
Troubleshooting a Remote Phone