Ooma Office Manuale utente

User Manual

Table of Contents

06 System Overview

08 Hardware Overview

10 Feature Overview

10 Scalable System

11 Available Phone Numbers

12 Business Features

13 Calling Features

14 Administrator Guide

14 OomaOceManager

15 ManagingUsersandDevices

18 Ring Groups

19 Special Purpose Extensions

20 ManagingPhoneNumbers

22 ManagingtheVirtualReceptionist

24 ManagingBaseStations

25 ManagingPreferences

26 Add-OnOptions

28 Troubleshooting

31 Finding Help

32 End User Guide

32 Basic Calling

33 CallingwithMultipleLines

34 TransferringCalls

35 AdvancedCallingFeatures

36 Voicemail

38 OomaOceUserPortal

39 MobileApplication

40 Appendix

40 SafetyInformation

39 FCCInformation

44 LimitedWarranty

46 LegalNotices

Congratulations on your purchase of a new Ooma Oce telephone system! Designedfromthe

grounduptobeasimplebutpowerfulcommunicationsystemwithplentifulfeatures,OomaOceisa

solutionthatwillmeetallofyourbusinessneeds.

Beforeyougetstartedwiththisuserguide,werecommendthatyoufollowtheinstructionsintheQuick

StartGuideposterthatcamewithyourOomaOcestarterkit.TheQuickStartGuidewillwalkyou

throughtheprocessofinstallingyourBaseStationandOomaLinxdevice(s)inabasiccongurationso

youcanmakeandreceivecalls.Onceyourinitialsetupiscomplete,thisuserguideexplainsmanyofthe

availablefeaturesthatyoucanconguretopersonalizeOomaOceforyourbusinessinmoredetail.

This user guide is divided into several sections:

•

The System OverviewexplainshowOomaOceworksandthenoutlinesthe

dierentcomponentsofyourOomaOcesetup.

•

The Feature OverviewgivesabriefdescriptionoftheOomaOcefeaturesthatare

availablewiththeproduct.

•

The Administrator GuideexplainsthebasicsofhowOomaOcecanbecustomized

bythesystemadministrator.

•

The End User Guidehasinstructionsthatcanbepassedalongtousers(employees)

sothattheywillunderstandhowtoutilizetheirphoneextensionsonOomaOce.

•

The Troubleshooting sectioncontainsstepsthatyoucanfollowtotroubleshoot

commonOomaOceinstallationandusageproblems.

•

The Finding Helpsectionhaslinkstousefulresourcesifyouneedadditionalassistance.

Introduction

4 5

OomaOceisaexiblecommunicationsystemthatcanbecustomizedtoyourneeds.

TounderstandhowOomaOcewillworkinyourbusiness,itishelpfultoknow

afewbasicthingsabouthowthesystemissetup:

•

Your Ooma Oce conguration will consist of multiple users.Eachuserwillbe

assignedaunique3-digitextensionnumber,aprivatevoicemailbox,andanaccount

intheOomaOceManagerwebportal.Ausercanbeanindividualemployee,orit

canrepresentajobfunctionsuchasfrontdeskorshippingdepartment.

•

Ooma Oce can support up to 20 users.Inadditiontousersthatyoucreatefor

youremployees,therearespecialtypesofuserssuchastheVirtualReceptionist,

VirtualFax,andconferenceserver.Thesespecialuserscounttowardthelimitof20.

•

Each user will use one or more devices to access the phone system.

Availabledevicesinclude:

Analog phone –Aregularcordedorcordlessphonethatplugsintothe

BaseStationortheLinx.

IP phone –SelectmodelsofIPphonesconnectedinsidetheoce.

Mobile app–TheOomaOcemobileapprunningonaniOSorAndroiddevice.

External phone–Anexternalphonenumbersuchasacellphoneoralandline

thatcanreceiveincomingcallsforwardedfromtheuser’sextension.

•

A user can have multiple devices assigned to his extension, but may only have one

device of each type. Forexample,ausermayhaveanOomaLinxdeviceandaremote

phonenumber,butausercannothavetwoOomaLinxdevices.

Anydevicethatisassignedtoauser’sextensioncanbeusedtomakeoutgoingcalls

withtheexceptionofanexternalnumber(whichcanonlyreceivecalls).Allofthedevices

thatareassignedtoauser’sextensionwillringwhentheuserreceivesanincomingcall.

Theusercananswerthecallonanydevice.

•

You can congure phone numbers to route to any user on the system. Most

businesseswillhavetheirmainbusinessnumbermappedtotheVirtualReceptionist,

butyoucanalsochoosetohavecallsrouteyourreceptionistifyouhaveoneonsta.

Ifyouhavemorethanonephonenumber(OomaOcesupportsupto20numbersper

account),eachphonenumbercanbeindividuallyassignedtoanyuseronthesystem.

System Overview

650-555-1212

408-555-2345

Ring Group

Ext 102

Ext 101

Ext 103

Virtual Receptionist

Ext 104 Ext 105

8 9

The Ooma Oce system is composed of various hardware components,eachofwhichextends

thefunctionoftheproductandserviceinitsuniqueway.Seebelowforadescriptionof

thesecomponents:

Ooma Base Station

TheOomaOceBaseStationconnectstoyourbroadbandInternetservice

androutescallstothephonesinyouroce.Ithasonephonejackinthe

backtoconnectyourrstextensionandabuilt-inDECT6.0wirelessradio

tocommunicatewithuptofourOomaLinxdevices.Youcanpurchase

additionalBaseStationstoexpandthecapacityofyoursystemtoupto20

users.

Ooma Linx

TheOomaLinxdeviceallowsyoutoconnectananalogphonetoyourOoma

systemcompletelywirelessly.PlugtheLinxdeviceintoanypoweroutletand

connectaregulartelephonetothephonejack.YoumaypairuptofourLinx

devicesperBaseStation.

Fax Machine

OomaOcesupportsstandalonefaxmachines,andcanevenprovide

adedicatednumberthatisoptimizedforfaxing.Forbestresults,

Oomarecommendsthatyouconnectyourfaxmachinedirectlytothe

phoneportoftheBaseStation.

IP Phones

IPPhonesare“smart”desktopphonesthatconnecttotheInternetviaawiredEthernet

connection.Theyoftenhavelargedisplaysthatmakeitconvenienttohandlemultiple

linesandaccessadvancedfeatures.OomaOceiscompatiblewithselectmodels

ofIPphonesandcansupportacombinationofanalogandIPphonesonthesame

account.YoucanndalistofcompatibleIPphonesat:

http://www.ooma.com/app/support/ip-phone-compatibility

Mobile App

TheOomaOcemobileappoersemployeesfeaturessuchas:access

tothecompanydirectory,accesstovoicemail,theabilitytomakeand

receivebusinesscallsonasmartphoneoveranyWi-Fiorcellulardata

connection.AvailableforbothiOSandAndroiddevices,themobileapp

canbedownloadedbyusersfornoadditionalcharge.

System Overview

Analog Phones

Analogtelephonesareregularcordedorcordlesstelephonesdesignedtobe

usedwithastandardhomeorbusinessphoneline.OomaOceisdesigned

toworkbestwithone-linephones.

Note:OomaOceisnotcompatiblewith“digital”phonesthatmightconnect

toaproprietaryPBXorkeysystem.

Hardware Overview

Whetheryourbusinessiscomprisedofasinglepersonworkingoutofahomeoceorabustling

workplacewithastaof20,OomaOceisdesignedtogrowalongwithyourcompany.Evenbetter,

OomaOcehasafullsuiteoffeaturestosupportthecommunicationneedsofyourbusinessandto

helpyourcompanyprojectaprofessionalimage.Readbelowforanoverviewofeachfeature.Seethe

AdministratorGuidetolearnmore.

Scalable System

Support for up to 20 users

YourOomaOcecongurationstartsowithoneuser,butcanscaleupto20userssothateach

ofyouremployeescanhaveanextensionnumberandvoicemail.TheBaseStationcansupport

uptoveanalogphones(onewiththephoneportonthebackofthedeviceanduptofourothers

connectedwirelesslywithLinxdevices).Whenyouneedadditionalanalogphones,youcanexpand

yourcapacitybypurchasingadditionalBaseStationunits.

Unlimited lines

Evenwhenyourcompanyisatitsbusiest,youdon’tneedtoworryaboutthenumberofpeoplewho

areusingthephonesimultaneously.OomaOcesupportsunlimitedlines,sothere’snolimittothe

numberofcallsinprogressandincomingcallerswillnevergetabusysignal.

Multi-device access

Keepeveryoneconnectedeveniftheycan’talwaysbepresentattheirdesks.Userscanhavemore

thanonedevicelinkedtotheirextension,includingananalogorIPphoneattheirdesk,themobile

appontheirsmartphone,andaremotephonesuchasabasiccellphoneorlandline.Whenacall

comesin,allthedevicesassociatedwiththeextensionwillring.

10 11

Mobile app

OomaOceuserscanstayconnectedwiththemobileapp.Userswhohaveadeskphonemayonly

usetheappwhentheyareoutofoce,butotherusersmayusetheappastheirprimarymeansof

communication.Incomingcallstoauser’sextensionwillringtheapp,andoutgoingcallsmadewith

theappwillusetheocephonenumberasthecallerID.Userscanaccessthecompanydirectory

andtransfercallswiththetabofabutton.TheappisavailableforiOSandAndroiddevices.

Available Phone Numbers

Number porting

Abusiness’sidentityistiedtoitsphonenumber.OomaOceallowsyoutoportyourcurrentphone

numberforfreesoyoucanenjoythebenetsofyournewtelephoneserviceandstillkeepyour

existingcontactinformation.

Additional Phone numbers

Youcanselectupto20phonenumbersforyouraccount.Eachphonenumbercanbeconguredto

routetotheVirtualReceptionist,ortogodirectlytoanyuseronthesystem.Youmayassignmultiple

phonenumberstoasingleuser,whichcanbehandyifyouwanttohavelocalphonenumbersin

multipleareacodes.

Toll-free phone numbers

Addingatoll-freenumbergivesyoursmallbusinessanationalfootprintandmakesiteasyfor

customerstoreachyou.Youmayselectonetoll-freenumberthatcomeswith500minutesoffree

inboundcallingforyourOomaOceaccount.Usageratesapply;seeourwebsitefordetails.

Feature Overview

12 13

Business Features

Virtual Receptionist

TheVirtualReceptionistanswersanddirectsincomingcalls.Itcanbeusedtoanswercommon

questions,toadvertiseyourservicesand/orspecialoers,andtoprojectaprofessionalimageto

callers.Youcantypeinagreetingthatwillbeconvertedtospeech,oryoucanuploadyourownaudio

le.Youcanalsoconguredierentgreetingsandmenuoptionsforyourbusiness’soperatingand

non-operatinghours.

Ring Groups

Routingcallsbydepartmentorfunctionhelpstoensurethatsomeoneisalwaysavailableforyour

customers.SetupRingGroupstoringallusersinthegroup,includingtheirexternalnumbersandthe

OomaOcemobileappifthesedevicesareassignedtotheuser.ThephonesintheRingGroupcan

ringatthesametime(simultaneousmode)oroneatatime(sequentialmode).Youcanalsospecify

wherethecallwillroutenextifnooneintheRingGroupanswers.

Music on Hold

Don’tkeepyourcustomerswaitinginsilence–keepthementertainedwithMusiconHold.This

featureisagreatwaytosharemoreinformationaboutyourproductsandservices,toplayout

favorablereviewsandtestimonialsaboutyourcompany,andtoadvertiseyourlatestpromotions

andoersbyuploadingyourowncustomMP3orWAVle.

Virtual Fax

It’sneverbeeneasiertogopaperless.SendandreceivefaxeselectronicallyonlineusingOomaOce

Manager.AfteryousetupyourVirtualFaxextensioninboundfaxeswillbeforwardedtoyouremail,

andanyofyouruserswillbeabletousethewebportaltofaxoutPDForTIFFle.

Conference server

Usetheconferenceserverfeaturetohostuptotensimultaneousconferencerooms.Each

roomwillbesetupwithitsownuniquePINnumberandcanaccommodateamaximumof

tenparticipantseach.

Calling Features

Extension dialing

Notallphonecallsneedtoleavethebuilding.OomaOcesupportsinternalthree-digitextension

dialing,soit’seasyforemployeestocontacteachother.Thiscanbehandyevenifanemployee

isoutoftheocesinceinternalextensiondialingwillalsoringexternalphonenumbersandthe

OomaOcemobileapp.

Call transfer

OomaOcesupportsexternalcalltransfers,internalcalltransfersbetweenextensions,andeven

transfersdirectlytovoicemail.Youcanalsosetupcustommusicthatwillbeusedduringthe

transferratherthanthestandardringbacktone.

International dialing

CallstotheUnitedStatesandCanadaareincludedatnoextracharge.OomaOcealsosupports

internationalcalling.Callstoothercountriesarechargedatourlowinternationalratesandare

deductedonaper-minutebasisfromyourprepaidaccount,whichwillautomaticallyrecharge

whenthebalancerunslow.

Feature Overview

14 15

Managing Users and Devices

EachtimeyouwishtoaddanewpersontoyourOomaOceaccount,youwillcreateanewuseronthe

system.Youcanalsocreateusersthatcorrespondtoaplacesuchasthefrontdesk,ortoafunctionsuch

asareservations.Eachuserwillhaveitsownextensionnumbersothatitcanbereachedthroughthe

VirtualReceptionistorbydialingtheextensiondirectly.UserscanlogintotheEndUserManager

toconguretheirextensionandvoicemailpreferences.

Creating users

YoucanaddanewuserbyvisitingthefollowingURL:

http://oce.ooma.com/add_user

Selecttheuser’sinternalextensionnumberand

llintheirnameandemailaddress.

Onceyousaveyourchanges,anemailwill

automaticallybesenttotheuser.Thisemailwill

containtheuser’svoicemailPINandatemporary

passwordthattheycanusetoaccessthe

EndUserPortal.

Editing users

Click on anexistinguserintheManageExtensinonspagetoedittheuser’sinformation.Clickthetrash

icontodeleteauser.Note:Deletingauserwillremovealloftheuser’svoicemailandcallloghistory.

AstheadministratoroftheOomaOcesystem,youwillhaveprivilegesthatarenotaccessibletoother

users,includingtheabilitiestoaddnewusersandphonenumbers,congureadvancedcallingfeatures,

updatebillinginformation,purchaseadd-onstoexpandyoursetup,andmore.Thissectionoftheguide

outlinesthevariousactionsthatcanbetakenbytheOomaOceadministrator.

Ooma Oce Manager

OomaOceManageristhewebinterfacethroughwhichyouwillcongureandmanageyour

OomaOceaccount.Youcanreachthewebportalbyvisitingthefollowingsite:

http://oce.ooma.com

Youwillneedtheprimaryphonenumberand

passwordthatyousetupwhenyourstactivated

youraccountinordertologin.

Onceyouareloggedinwiththeadministratoraccount,

youcanuseOomaOceManagertoaddandmanage

users,conguretheVirtualReceptionist,setup

MusiconHold,andmuchmore.

Note:Ifyourprimarynumberchanges(forexample,if

youportaphonenumber),thephonenumberyouuse

tologintoOomaOceManagerwillalsochange.

Administrator Guide

Remote workers

Anemployeewhoworksfromhomemayusethemobileapporuseahome

telephonenumberasanexternalnumber.

Part-time telecommuters

Anemployeewhoisintheoceparttimeandathomeorontheroadatothertimes

mayhaveananalogorIPphoneforwhentheyareintheoce,andalsohavethe

mobileappwhentheyareontheroad.

Youcanalwaysaddordeletedevicesforauserlater,soyoucanexperimentwithwhatworksbest

foreachuser.

Voicemail options

Everyextensionhasitsownvoicemailbox.Bydefault,newvoicemailsareemailedtousersas

anMP3audiolesotheycaneasilylistentomessageswherevertheyare.

Thesystemadministratorcanenableordisablevoicemail,resetauser’svoicemailPIN,and

congurethenumberofsecondsbeforeanunansweredcallrollstovoicemail.

Userscanalsoadjustthesesettingsandrecordtheirowngreeting.

Forwarding options

Employeeswhoareinandoutoftheocealotcanbejustasproductiveonthegobyforwarding

callstoanotherphonenumbersuchasacellphoneorlandline.

Whencallsareforwardedtoaphonenumber,theuser’sdeviceswillnotring.

Assigning devices to users

Afteryoucreateanewuser,youmustassignoneormoredevicesbeforetheusercanmakeorreceive

calls.Ausercanhavemultipledevicesassigned,butmayonlyhaveoneofeachtypeofdevice.Most

devicesassignedtoausercanbeusedtomakeoutogingcalls,withtheexceptionofanexternalphone.

Allassigneddeviceswillringwhentheuserreceivesanincomingcallontheassociatedextension.

ThesearethetypesofdevicesthataresupportedbyOomaOce:

Example device congurations

Userswillhavedierentdevicecongurationsdependingontheirneeds.Hereareafewexample

congurationsofhowyoumightsetupusersinyouroce:

Oce workers

AnemployeewhoworksfromadeskwilltypicallyonlyneedanIPphoneoran

analogdeviceconnectedtoaLinxorBaseStationphoneport.

16 17

Administrator Guide

Base Station

Phone Port

An analog phone

pluggedintothe

phoneportofthe

Base Station

Ooma Linx

An analog phone

pluggedintoan

OomaLinxdevice

Mobile app

TheOomaOce

mobile app running

on an iOS or

Androiddevice

IP phone

SelectmodelsofIP

phonesconnected

insidetheoce

External phone

An external phone

number such as

a cell phone or a

landline

18 19

Administrator Guide

Ring Groups

Ifyouhaveamulti-personteamsuchasaccountingorsales,RingGroupscanbeausefultool

fordistributingincomingcallstouserswiththesamejobfunction.ARingGroupcanbesetupto

sequentiallyringeachuserinthegroupinorder(sequential),orortoringalloftheusersatonce

(simultaneous).Ineithercase,therstusertopickupwillanswerthecall.

IfnooneintheRingGroupanswersthecall,youcanhavethecallcanbeautomaticallytransferredto

anotherextensionorvoicemailboxonthesystem.Forexample,ifyourcompanyemploysareceptionist

youcancongurethesystemtorouteincomingcallsonyourmainbusinessnumbertothereceptionist,

butifthereceptionistisunabletoanswerthecallthenhavetheVirtualReceptionistpickup.

TogetstartedwithRingGroups,visit:

http://oce.ooma.com/ring_group

TheusersthatareincludedinaRingGroupcanbechangedatanytime.Youcanalsoadjusthow

longanincomingcallwillwaitforanansweruntilitisroutedtoanalternativeextensiononthesystem.

Special Purpose Extensions

TherearetwotypesofextensionsthatarededicatedtoaspecicpurposeinOomaOce.These

extensionsprovideeitherelectronicfaxorconferencebridgefunctionalitytothebusiness.

Virtual Fax

VirtualFaxallowsemployeestosendandreceivefaxesonline.Allincomingfaxesare

emailedtoasingleaddressasaPDFle.AnyusercanalsosendPDForTIFFlesasfaxes

fromtheirEndUserPortalaccount.SetuptheVirtualFaxextensionbyvisiting:

http://oce.ooma.com/virtual_fax

TheVirtualFaxextensioncomeswithitsowndedicatedfaxnumber.Youwillselectthis

phonenumberwhenVirtualFaxisbeingsetupforthersttime.

Conference server

Createmeetingroomswhereupto10internalorexternalpartiescandialintothesamecall.

Youcanhostupto10simultaneousmeetingrooms,eachwithauniquemeetingID.You

alsohavetheoptiontocongureapasscodeforeachmeetingroom.

Addaconferenceserverandsetupmeetingroomsonlineat:

http://oce.ooma.com/conferences

Theconferenceservercomeswithitsowndedicatedphonenumberthatisselectedduring

theinitialsetup.Tousetheconferenceserver,allparticipantswilldialthatdedicatednumber

andenterthemeetingIDnumbertoentertheappropriatemeetingroom.

Incoming Call

Ring Group (simultaneous ringing)

Ext 101 Ext 104

Ext 102 Ext 103

Incoming Call

Ring Group (sequential ringing)

Ext 101 Ext 104

Ext 102

No No

Ext 103

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