cloudUC Frequently Asked Questions
Poly (Polycom) FAQ
How do I restart my phone?
To restart your phone, you can remove and replace the Ethernet cable (PoE) or remove and replace the power cord. Alternatively you can restart via the Settings menu.
Settings>>Basic>>Restart Phone. When prompted “Are you sure?” press the Yes softkey. Note that when restarting your phone, if your PC is plugged into the back of your phone for it’s network connection, your PC will lose network connectivity briefly while the phone restarts.
Can I wall mount my Poly (Polycom) phone?
Yes, in order to wall mount your Poly (Polycom) phone, an optional wall mout kit is required. Please consult with your NCTC rep for pricing on a wall mount kit if one is required.
Does a cloudUC Poly (Polycom) phone require a separate power source?
Your cloudUC Poly (Polycom) phone can be powered in two ways. One way would be utilizing an optional power supply which would plug into a standard 110 AC outlet at the workstation. The other way would be using Power over Ethernet (PoE). PoE provides power to the phone via the Ethernet cable that also provides network connectivity to the phone. Typically PoE is delivered through the use of a PoE equipped Ethernet switch that is installed in the network/telecom/server room. Additionally, PoE power injectors are available if a PoE switch is not available. NCTC strongly recommends PoE switching for most deployments as a centralized power source with a recommended battery backup/UPS can continue to power your cloudUC phones in the event of a short term power outage.
Do I need a separate Ethernet connection for my phone?
Select cloudUC Polycom phones are equipped with a built in Ethernet PC port for a secondary connection at the desktop. A single Ethernet connection at each workstation is sufficient to provide connectivity for not only your cloudUC phone but also a desktop wired Ethernet device. (Supported on the Polycom VVX 200, 300, 400, 500 and 600 series desk phones).
My phone shows an X next to my first line key, What does this mean?
An X next to your line appearance indicates that your phone is no longer registered to your cloudUC service. If all other phones in your office are working properly, the first step is to try to reset your phone. Please power cycle your phone to see if this clears the trouble. If a reset of the phone does not resolve the issue or if all phones are exhibiting this issue, check to ensure that your Internet connection is operational. If it is not, please contact your IT vendor or your ISP. If your Internet connection is working, please contact NCTC support for further assistance.
My phone is completely dead, no display and no lights on the display. What is wrong?
If the display on your phone is completely blank and has no lights on it, this is a good indication that it is not receiving power. Polycom phones can receive their power from a power supply or via the network cable/PoE. If your phone has an external power supply ensure that it is plugged into a working A/C outlet and ensure that the plug is firmly plugged into the outlet and to the back of the phone. If your phone is powered by the network cable/PoE, ensure that the Ethernet cord from your phone to the wall jack is securely plugged in and is not damaged. If the cord is damaged, replace with a known good, working Ethernet cable.
What speed of connection will I get from the PC port?
The VVX 200, 300, 400, 500 and 600 series phones support a PC port for Ethernet connectivity to an additional Ethernet device. The Ethernet PC port varies by model.
- VVX 201 – 10/100mbps
- VVX 301 – 10/100mbps
- VVX 311 – 10/100/1000mbps
- VVX 401 – 10/100mbps
- VVX 411 – 10/100/1000mbps
- VVX 500 – 10/100/1000mbps
- VVX 600 – 10/100/1000mbps
*Note that to achieve any specific connnection speed, the underlying network must support the maximum speed shown
Why does my Poly (Polycom) VVX show Off Hours Mode on the display?
This message does not have any impact on your call routing behavior. Poly (Polycom) phones have a power saving mode to help conserve energy. This means that after a set idle time, the phone will power down until it needs to be used. Additionally, the phone will do something similar based on office hours so your phone is not consuming energy during the night when your office is closed. During this time, the phone will show Off Hours Mode on the display. By default, the off hours is set for 7:00pm through 7:00am Monday through Friday and all day on Saturday and Sunday. Even if your phone is in power save, your phone can still be used however it will power down during these times unless activity is detected.
You can modify the off hours times if desired by accessing Settings > Basic > Power Saving > Office Hours. Enter the time in 24 hour format, set the duration per day and don’t forget to save your settings.
Does my Poly (Polycom) VVX support video calling?
Yes, if you have a VVX 500 or 600 along with an accompanying VVX USB video camera, you can make use of the video calling feature assuming the person you are calling also has the same setup. To enable, please contact support to have this feature enabled.
How do I check my voicemail?
When a new voicemail message is in your mailbox, the message waiting indicator on your phone will flash. Additionally, the icon on your screen will indicate the presence of new messages. To listen to your messages, press the message key or press the message icon on touch screen models to automatically place a call to the message center.
Can my voicemails be sent to my email address?
Absolutely! Voicemail copy and voicemail forward are both options for your mailbox. When voicemail copy is enabled, voicemail messages remain in your mailbox and a copy is sent to your email address. When voicemail forwarding is enabled, voicemail messages are simply forwarded to your email address and no longer reside in your voicemail inbox.
What is maximum voicemail message length?
The maximum length of a voicemail message is 10 minutes.
What is an Auto Attendant?
An Auto Attendant is a feature that can answer calls and play a pre-recorded greeting to callers. For example, an Auto Attendant could answer inbound calls with a greeting stating: ” Thank you for calling ABC Corporation, if you know the extension you wish to reach, you may dial it now, for sales press 1, for service press 2, for billing press 3, press 0 for an operator “.
NCTC cloudUC offers two types of Auto Attendants, a Basic Auto Attendant (included with all cloudUC subscriptions) and an Advanced Auto Attendant.The basic variety is a simple single layer menu with options 0-9 plus * and # as being defined digits that can be dialed.The advanced variety allows for multiple level menus. An example of an advanced Auto Attendant would be ” Press 1 for Sales…Thank you for contacting our sales department, for equipment sales press 1, for software sales press 2, for billing questions press 3 “.
How do I record my Auto Attendant Greetings?
Auto Attendant greetings are uploaded via the CAP. First however, you must have the recording created and saved in the proper format. There are a couple of ways to make a recording using various applications. The recording must be recorded in the following format: WAV format/U-Law Encoded, 8000khz sample rate, mono (not stereo).
To make life easy, there is a free app for iOS and Android that will record your greetings in the proper format and allow you to email the newly created recording to yourself or to anyone you like. Once the emailed recording has been downloaded, you can then proceed to upload it to your Auto Attendant in the CAP. The free app is called the Broadsoft Recorder and can be found by searching the appstore for your mobile platform for “Broadsoft Recorder”.
Alternatively you can record greetings on a PC, there is also a free app that can be used to record greetings on a PC, it is called Audacity. Audacity can be downloaded from their website at https://www.audacityteam.org. If you use Audacity, please ensure that your recording is exported as a WAV file that is encoded in U-LAW, sampled at 8000khz, with a single mono track. If you use a PC with Audacity to make your recordings, it is highly recommended to use an external microphone, USB for example. Using the built in microphone on most PC soundcards typically does not produce recordings of high quality where an external microphone will yield the best results.
Once your recording has been created, within the Auto Attendant widget under Edit Business Hours Menu, Edit After Hours Menu or optional Edit Holiday Hours Menu (Advanced Auto Attendant Only), you can listen to the current greeting if it exists as well as upload a new greeting. Note, that if you upload a new greeting, the old greeting will be discarded permanently. If you wish to save a copy of the old greeting, you can do so from the player which has a download button for this purpose.
You can also record and upload voicemail messages in the same manner from the Manage Phone System widget, by editing a user/extension then going to the Messaging tab.
nCommand Mobile FAQ
Does the the nCommand app use my cell minutes?
The answer to this question depends on your configuration however if properly configured, nCommand does not use your cellular voice minutes, it does however use data. When nCommand communicates with cloudUC servers, it can use either cellular data or wifi data depending on which is available. If you plan to use nCommand heavily, ensure that your cellular plan includes an adequate data plan to accommodate the additional data consumed by the application. Typically voice calls use very little bandwidth, less than 200kbps bidirectionally but over time, this can add up. It is recommended that you use wifi whenever possible to minimize cellular data plan consumption.
Is nCommand available for my iPhone?
Yes, nCommand is supported on iPhone as well as many other devices, not just mobile devices. The nCommand application can be downloaded for Windows, MAC, iOS and Android devices. Visit http://ncommandapp.com to download the latest version of nCommand or for mobile devices, search for nCommand in the Appstore or Google Play Store.
What is the username and password for my nCommand login?
Your username and password for nCommand should have been provided to you by NCTC when your service was installed or activated. Your username is your 10 digit assigned account direct inward dial (DID) number @corpgblobal.net. For example, if your account DID were 423-555-1234, your nCommand username would be email@example.com. Your password is your account password as configured during your account setup. If you do not know your password or if you forgot your password, please use the “Forgot Username/Password” functionality from the CAP login screen.
Note – For security reasons, your existing password cannot be viewed by any administrator, it can only be reset via password reset mechanisms.
Will running nCommand run the battery down on my iPhone?
Running any application on a mobile device will consume valuable battery life. This applies to any mobile device, iPhone, Android, etc. If you intend to use nCommand extensively, please first ensure that your battery is healthy, and keep a charger handy in case charging is necessary.
If I am on a call using nCommand, can I transfer that call to my desk phone?
You can seamlessly move an active call to or from nCommand very easily without ever even putting the caller on hold. To do so:
To move an active call from nCommand to your desk phone
- While active on a call using nCommand, from your desk phone, dial *11
- This will seamlessly move the call from nCOmmand to your desk phone
To move an active call from your deskphone to nCommand
- From the nCommand app, open the Call screen
- In the lower right hand corner there is an icon that looks like a handset with 3 lines besides it. Press this icon
- Select Pull Call
- This will seamlessly move the call from your desk phone to nCommand
Do I need any special equipment to use cloudUC?
Most installations do not need any special equipment to take advantage of cloudUC outside of what your office probably already has in place. All that is required is an adequate broadband Internet connection along with a properly designed and installed local area network (LAN). including cabling, switches, router/firewall.
Traditional PBX and key telephone systems typically use voice grade cabling. NCTC cloudUC is a voice over IP (VoIP) service and requires properly installed data grade cabling instead of voice grade cabling. NCTC cloudUC telephones connect to your local area network (LAN) using an Ethernet cable so properly installed Category 5E cabling is required at a minimum. The great news is that if you already have a wired Ethernet device where you intend to install your cloudUC phone, you can use a single Ethernet connection for your phone and the wired Ethernet device.
NCTC recommends that network equipment (Ethernet switching, routers and firewalls) be of business or enterprise grade/quality for the best results. Some consumer grade network equipment can cause performance issues with voice over IP (VoIP).
NCTC may recommend additional equipment based upon your use case.
What type of Internet connection do I need for cloudUC?
A high speed Internet connection is required for cloudUC. Though cloudUC voice does not use very much bandwidth, it does require a high performing, low latency Internet connection. Typically a cloudUC voice call will consume less than 200kbps of bandwidth per active call. NCTC cloudUC utilizes voice over IP technology (VoIP) and in general, VoIP requires a fast, high performing connection to the Internet with low packet loss, low latency and low jitter. Modern broadband Internet service is typically more than adequate to support excellent voice quality using cloudUC. Consult with your NCTC representative on specific requirements.
Packet Loss = % of packets lost during transmission, should be 1% or less
Latency = time in milliseconds that a packet takes to be received at it’s destination, should be 150ms or less
Jitter = variations in latency, should be 40ms or less
What firewall configuration is required for NCTC cloudUC?
If your firewall does not have restrictive outbound policies from your LAN, no special firewall configuration is typically necessary. Some firewalls however employ a feature know as a SIP ALG or SIP Application Layer Gateway. This is a feature that is intended to aid in NAT traversal for VoIP, specifically SIP traffic through the firewall. The SIP ALG feature typically will cause issues with NCTC cloudUC and it should be disabled on the firewall.
If your firewall does have restrictive outbound policy, there are specific destination IP addresses & TCP/UDP ports that must be permitted in order for your NCTC cloudUC service to operate correctly. Please contact NCTC cloudUC support for further information on the required IP addresses and ports that need to be opened on your firewall. NCTC cloudUC support can be reached at 615-666-2151 or send an email to firstname.lastname@example.org.
Is cloudUC complicated to install?
Installation of cloudUC service is extremely simple assuming that you already have appropriate LAN cabling, switching/routing and Internet service. NCTC will pre-configure and test your cloudUC service prior to installation making implementation hassle free. In most cases, phones can be simply plugged in and be up and running in a matter of minutes. NCTC provides professional installation services as desired as well as self install deployment options available.
Why can't I see presence information for all users?
Presence information is only available for users with a cloudUC Professional subscription. In other words, in order to view or have your presence information available or published, you must subscribe to a Professional level seat . For example if you have 4 users in your office and only 2 of them have Professional and the other 2 have Standard, the 2 Professional users would be able to see each other’s presence information where the 2 Standard users’ presence information would not be visible.
Does cloudUC provide business continuity features?
Not only does cloudUC offer business continuity features, it is built in. In the event of a disaster or even a not so disastrous event, cloudUC ensures that you are in touch with your customers without downtime. Utilizing built in call routing functions as well as optional mobile apps, cloudUC ensures that you can communicate with your customers anytime, on any device from anywhere.
How do I log into the cloudUC Customer Administration Portal?
To log into the cloudUC CAP simply open a browser and navigate to https://clouduc.nctc.com
Note that in order to log into the cloudUC CAP you must have an active account. If you would like to see a demo of the CAP and the features and functionality it provides, contact an NCTC representative by sending an email to email@example.com
I forgot my cloudUC CAP password, how do I reset it?
If you have forgotten your cloudUC password for access to the CAP and/or nCommand, you can initiate a password reset from the CAP login page. Go to https://clouduc.nctc.com , there is a link within the login area of the page that states “forgot username and/or password”. Click the “forgot username and/or password” link, you will be prompted to enter the email address associated with your account. Once your account email address has been entered, click Send Mail. An email will be sent to the address entered with further instructions on resetting your password.
Note, If you change your password and you are an nCommand user, you MUST log into the CAP and sync your new password in order for your new password to function with nCommand. To resync your password, after you have logged into the CAP with your username and new password, click the icon next to your extension in the Location Menu >> Manage Phone System tab. This will allow you to perform a password sync.
What features can be accessed via a * code?
Various features can be accessed either by using buttons on your telephone. Additionally, several features can be activated using a * code. Below is a list of * codes and the applicable feature associated with each.
|*72||Call Forwarding Always Activation|
|*73||Call Forwarding Always Deactivation|
|*90||Call Forward Busy Activation|
|*91||Call Forward Busy Deactivation|
|*92||Call Forward No Answer Activation|
|*93||Call Forward No Answer Deactivation|
|*44||Call Recording (if enabled)|
|*67||Calling Line ID Delivery Blocking per Call|
|*65||Calling Line ID Delivery per Call|
|*88||Call Park Retrieve|
|*11||Call Retrieve (Call Pull)|
|*70||Cancel Call Waiting|
|*99||Clear Message Waiting Indication (MWI)|
|*55||Direct Voicemail Transfer|
|*78||Do Not Disturb Activation|
|*79||Do Not Disturb Deactivation|
|*62||Voice Portal Access|
|*66||Last Number Redial|
Note that not all features are available for all seat subscriptions.
What models of IP phones does cloudUC support?
NCTC cloudUC supports phones from Polycom, now Poly in the following model series:
- Soundstation IP (legacy)
- VVX 100, 200, 300, 400, 500 & 600
- VVX 150, 250, 350 & 450
What are the account level features included with NCTC cloudUC?
An automated attendant that answers calls and provides a personalized message to callers with options for connecting to the operator, dialing by name or extension, or connecting to up to nine configurable destinations (for example, 1 = Marketing, 2 = Sales, and so on). Configuration via the Customer Administration Portal allows hours of operation to be modified, with different options available for hours that the company is open or closed.
The ability for users to control where their calls are directed (call forwarding, call park, call transfer, etc.)
Quick access to a directory of all NCTC cloudUC users associated with your system
Allows calls to be routed to groups of extensions in various manners such as simultaneous, circular, etc. Within the Customer Administration Portal, company administrators can choose from “hunt” schemes, each of which rings the specified phones in a different manner.
Music On Hold
Enables company administrators to upload an audio file (.wav file containing music, advertising, etc.) onto the system to be heard by parties while on hold.
What are the Add On Features
Advanced Auto Attendant
A multi-level Auto Attendant (for example, enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location).
Allows a user to record their calls in either an always on or on-demand mode. Enabling the feature is done through the Customer Portal and on-demand recording is initiated with the “*44” code. 1GB of storage for each user for faxes, call recordings and voicemails.
A cloud based faxing solution that enables ANPI Users to leverage their Portal for sending and receiving faxes on their own private account without the need for hardware or fax machines. 1GB of storage for each user for faxes, call recordings and voicemails.
An internal extension number for inter-office calling and forwarding incoming calls from external phone numbers.
Local phone number with no services but includes unlimited incoming minutes.
Non-overlapping conferences with 15 participants per conference. Includes on local dial-in number, conference access # and a moderator pin.