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NEXTWORKS VOICE GUIDE - SOFTPHONE FOR WINDOWS

Notes

  • A VPN connection to your workplace must first be established before using your Nextworks soft phone. If you do not already have VPN, email support@next-works.com and our help desk will get you set up.
  • If you have both a physical phone and a softphone, both will have the same extension and ring at the same time. (Or these can be separate extensions if you prefer.)



Installing Your Softphone

A Nextworks help desk technician can provide you with an organization specific installation guide. Or, we can install and configure the softphone for you. Please email support@next-works.com and we will get you going quickly.




Starting Your Softphone

Once installed, you will find a Nextworks Phone icon on your desktop.

The Nextworks Phone will automatically start once you log into your computer. You can tell it is running by looking in the system tray down by your clock.

(You might have to click the arrow icon to show all available icons.)

If the phone the interface is not already open, you can left-click the icon to open the dial pad.

If you see a green “Online” (at the bottom) then you are successfully online.




Using Your Softphone

You can dial a phone number or the extension of a coworker, then press "Call".

  • Your system supports 10 and 11 digits dialing for outgoing calls.
  • Your system supports direct extension calling.
  • Most of our clients do not need to dial a 9 for outside calls.

Your softphone will alert you of any incoming calls.

Here are the core features of the softphone:




Voicemail

Your voicemail can be delivered to your phone, or your email, or both. If you would like this behavior to be changed, please email support@next-works.com. Be sure to provide your extension.

Your phone has a message button ( or ) that lets you customize your voicemail options and recordings.

Note: If you do not have a voicemail button you can dial *97.

To configure your voicemail greeting press or and you will be guided through the process.

There are 4 voicemail recordings:

  • Name – your name as read by the directory)
  • Unavailable – your message if no answer or offline
  • Busy – your message if you are on the phone
  • Temporary – your temporary (if set) message that overwrites Unavailable and Busy.

Notes:

  • The DND (Do Not Disturb) button directs all calls to Voicemail.
  • Even if your voicemail is being directed to your email, you will still want to use this function to record your away message.
  • Read how to check voicemail remotely.



Transferring Calls

Once on a call, the call transfer button appears should you want to send a call to a coworker.

  • This will perform a Blind Transfer. (This will send the call straight to your coworker without you first talking with them).
  • If you want to perform an Attended Transfer (allowing you to first talk with your coworker), please contact support@next-works.com. We can show you how to enable this function and how to use it.
  • If Attended Transfer is enabled for your softphone, the way you transfer calls will behave differently than shown above.



Custom Buttons

You have a capability to program your own buttons. The most common use is setting up a speed dial.

How to Create a Speed Dial

On your softphone, click the menu button (three bars upper right) and then select "Shortcuts".

In this example we have 2 shortcuts: one is an outside party and the other is a coworker's extension.

You will be asked to quit and restart the softphone. Right click the softphone logo down by your clock (in the bottom right corner of your screen) and select "Exit". Then run the program again. You will now see your shortcuts:




Caller ID

Incoming Internal Calls

The extension and name of your coworker will appear on your phone as it rings.

Incoming External Calls

The phone number and name (if available) of the outside caller will appear on your phone as it rings.

Incoming Calls Transferred to You

In an attended transfer, the extension and name of your coworker will appear on your phone as it rings.

In a blind transfer, the phone number and name (if available) of the outside caller will appear on your phone as it rings.

Outgoing Calls

Your organization’s name and phone number will appear on the recipient’s phone when calls are placed. If you have a DID (direct dial in number to your extension), then your particular name and number can be displayed to the recipient if requested.

Outgoing Transferred Calls

If incoming external calls are transferred to an off-site phone (such as a cell phone), the recipient of the call will see your organization’s caller ID. This is because your phone system is making the call. The caller ID of the incoming caller cannot be passed though due to telephone company restrictions.



Additional Functionality

To learn about more capabilities, see Other Phone Features.

A more comprehensive Nextworks Voice Guide has been provided to the management of your organization. This document further defines your phone system and how it is deployed in your organization. Each system may have unique functionality.



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