User Manual

Jazinga Cloud

Table of Contents

Table of Contents

How to Read This Manual

Structure

Target Audience

Conventions

Icons

Font Styles

Overview

Jazinga Cloud

Key Terms

Physical Setup

Network Environment

Jazinga Cloud Appliance Hardware

Connector Ports

Indicator Lights

Physical Phones

Software Phones

Smartphones

iOS

Android

Other Mobile Platforms

External or Mobile Phones

Connecting the Appliance and Phones to Your Network

Initial System Setup

Required Information

Employee Information

Phone Service Provider Information

Navigating to the Web Interface

License Agreement

Adding the Administrator

Overview Tab

Overview

Alerts

Call History

People Tab

People

Adding and Editing People

Basic People Settings

Advanced People Settings

Checking a Person’s Setup Status

Removing People

Teams Tab

Teams

Adding and Editing Teams

Basic Teams Settings

Advanced Teams Settings

Removing Teams

Phones Tab

Phones

Adding and Editing Phones

Auto Provisioned SIP Phones

Generic SIP Phones

External Numbers

Removing Phones

Localisation

Remote Phones

Router Test

Phone Services Tab

Phone Services

Adding and Editing Phone Services

Basic Phone Services Settings

Advanced Phone Services Settings

Incoming Call Settings

Multiple Phone Numbers on a Single Phone Service

Calling Out

Apps Tab

Default View

Auto Attendant App

Editing the Auto Attendant App

Uploading a New Recording for the Auto Attendant App

Conference Bridge App

Editing the Conference Bridge App

Dial by Name App

Receptionist App

Editing the Receptionist App

Billing Tab

Billing

Adding a Billing Subscription

Editing Billing Details

Billing History

De-authorize

Publish Tab

Publish

Publishing Changes

Discard

Change History

Factory Reset

Restarting the Appliance

User Portal

Mobile Apps

Mobile Apps Platforms

iOS (iPhone, iPod Touch, iPad Running iOS 5 and Higher)

System Requirements

Installing and Configuring the Jazinga iOS App

Dial Screen

Contacts

Recents

Favorites

Settings

Android (2.3 “Gingerbread” and Higher)

System Requirements

Installing and Configuring the Jazinga Android App

Using the Jazinga Android App

Dial Screen

History

Favorites

Alerts

Settings

Troubleshooting

Jazinga Cloud Website

Jazinga Cloud “start” website does not detect appliance

Unable to reach the Jazinga Cloud website

Phones Local to the Jazinga Cloud Appliance

Phone(s) not being detected by the Jazinga Appliance

Phone cannot receive an incoming call (the phone does not ring)

Phone cannot answer an incoming call (phone rings, but there is no audio when the call is answered)

Phone cannot place outbound call (fast busy tone, or “all circuits are busy” message is heard)

Remote Phones

Remote phone connectivity test failing

Phone(s) not being detected by the Jazinga Cloud Appliance

Phone cannot receive an incoming call (the phone does not ring)

Phone cannot answer an incoming call (phone rings, but there is no audio when the call is answered)

Phone cannot place outbound call (fast busy tone, or “all circuits are busy” message is heard)

External and Alternate Numbers

Calls to an external/alternate number have no audio

External/alternate number is not ringing when expected

Calls to an external number reach the external number’s voicemail box

Phone Services

Unable to receive incoming calls

Unable to place outbound calls (fast busy tone, or “all circuits are busy” message is heard)

Obtaining Support

Obtaining Support From the Community

Obtaining Support by Email

Appendix A: Statuses

Call History

Phones

Phone Services

Appendix B: Networking

IP Address Assignment

Port Forwarding and NAT

Bandwidth

SIP Proxies and SIP ALG

Router Selection

How to Read This Manual

Structure

This manual is designed to be a reference guide, used in an “as you need it” fashion. If you need to know how to accomplish a particular task, navigate directly to the applicable section of this guide.

If you are new to Jazinga products, or internet telephony in general, reading the first three sections below (Overview, Physical Setup, and Initial System Setup) is the fastest way to get your new phone system up and running.

Target Audience

This manual is directed at anyone who wishes to set up a Jazinga Cloud appliance. A technical background is not required.

Conventions

Icons

This manual uses several icons to indicate different types of information. Review the table below for an explanation of each icon and its associated information type.

Important Information: Important information notes provide critical information. It is recommended that you read all important information carefully.

Non-technical Note: Non-technical notes provide useful information, but they are not critical. If you are in a hurry, skipping these will likely be just fine.

Technical Information: Technical information is supplied to provide more thorough information on the inner workings of your Jazinga Cloud appliance. Most people will not need to read these. The information supplied in technical information notes is typically only required for more complex setups.

Font Styles

Within the instructional text contained in this manual, two different font styles are used.

Bold text refers to the name of something that must be clicked on (for example, a drop down menu, or a button). The text in bold will match the name of the on-screen item that needs to be clicked. For example, a button labelled “Add Phone Service” would have instruction text stating, “Click the orange Add Phone Service button”.

Italicized text refers to something on-screen that does not need to be clicked on (for example, the name next to a text box that needs to be filled out). The italicized text will match the name of the item on-screen. For example, the instructional text for the text box below would say, “Fill in the person’s mobile telephone number in the Mobile Number text box”.

Overview

Jazinga Cloud

Jazinga Cloud is designed specifically for the small business. You will find just the features you need delivered so that they are easily installed and configured by anyone.

The Jazinga Cloud appliance is known as a hybrid cloud solution. Part of the solution, the appliance itself, resides inside your office, and plugs into the same computer network that your workstations and laptops do now. The other part of the solution resides within the cloud. Configuration of the device is performed through Jazinga’s website, and configuration data is securely stored there. In the event of an appliance failure, your configuration can be restored to a new appliance in minutes. Remote phones also leverage components of the cloud to alleviate configuration headaches.

Key Terms

Jazinga has tried to make your appliance as friendly as possible, but there are some technical terms you may need to know going forward.

Term

Meaning

People

A person within your Jazinga configuration maps to a real employee of your company. Each person will be assigned an extension that other people can dial to reach them. Each person may be assigned multiple phones.

Teams

A team is a group of people. When a call is directed to a team, all team member phones will be rung. Typically, a team within your Jazinga configuration will map to a functional group of employees within your company (for example, sales or customer service).

Phones

A phone is any device that could be rung to reach a person. This includes VoIP desk phones, software phones (installed on a PC), alternate phone numbers, apps installed on smartphones, and external telephone numbers.

Phone Services

A phone service is what allows your phones to make and receive calls to and from standard telephone numbers. A phone service can be configured to connect with a VoIP phone service provider, where all calls are routed over the internet, and your provider connects them to the traditional telephone network for you. Your Jazinga Cloud appliance will support any VoIP provider who offers “SIP” phone services. Alternatively, a phone service can be configured to connect with an Analog Telephone Adapter (ATA) that resides on your network. In this case, the ATA connects calls to the traditional telephone network by routing calls through analog phone lines plugged into it.

Apps

Apps are features that extend the functionality of your Jazinga Cloud appliance. For example, the “Conference Bridge” app allows many people to join the same call, and the “Dial by Name” app allows callers to search for a person’s extension using their touch tone phone’s keypad.

VoIP

VoIP is an acronym for Voice over Internet Protocol. The term describes the fact that telephone calls are being placed across computer networks and internet connections instead of traditional copper telephone lines.

SIP

SIP is the VoIP language that your Jazinga Cloud appliance speaks. For a phone or phone service to be compatible with your appliance, it must support the SIP protocol. SIP is the industry standard for VoIP communications. The SIP protocol is supported by dozens of VoIP phone manufacturers, and hundreds of phone service providers.

Router

A router is a device that sits between your computer network and the internet. A router receives internet traffic from your internet service provider, and sends it along to the correct computer on the network. Routers often act as a security layer by blocking internet traffic from entering your network if that traffic was not requested by a computer on the network.

DHCP

Every device on a computer network must be assigned an IP address in order to communicate with other devices on the network. DHCP is a standard which allows these addresses to be assigned automatically instead of someone having to configure an address manually on each device. Typically, a router will act as a DHCP server. Nearly all small office and home routers act as DHCP servers by default out of the box.

Bandwidth

Bandwidth is a measurement of how much data can be sent across your internet connection at any given time. In the world of VoIP, each call takes up a certain amount of bandwidth. If your connection does not have adequate bandwidth to support your VoIP calls, call quality will be diminished.

Physical Setup

Network Environment

The Jazinga Cloud appliance must be plugged into your existing computer network. The network must meet the following requirements:

  • A broadband internet connection must be present. The Jazinga Cloud appliance relies on having an always-on internet connection for configuration and call routing. Without an active internet connection, the device cannot be configured, and will have very limited functionality. A broadband connection is required, as slower internet connections are not fast enough to support VoIP calls.
  • A router must be present. The Jazinga Cloud appliance does not act as an internet router. The appliance will be plugged into your network in the same way that your desktop workstations do.
  • A DHCP server must be present. The Jazinga Cloud appliance must receive an IP address via DHCP. A static address cannot be configured on the appliance itself.

Typically, most small office networks already meet the requirements that are listed above. In most cases, broadband internet connections are available from multiple local providers, and most off the shelf small office routers will act as a DHCP server. In some cases, the device from the local internet provider can satisfy all of these requirements by providing internet access, acting as a router, and acting as a DHCP server. Please check with your internet service provider for information on the services their equipment can provide.

Jazinga Cloud Appliance Hardware

The Jazinga Cloud appliance is a small device with low power requirements and minimal connector ports. The appliance has only two requirements, power and network connectivity. The appliance does not have any buttons or switches. It will immediately turn on as soon as it is connected to an electrical outlet. The appliance is about the size of a typical AC power adapter.

Connector Ports

The Jazinga Cloud appliance has two ports (shown below) that must be connected at all times.

Network Port (left)

Connect this port to your network switch or router.

Power Port

Connect this port to an electrical outlet using the AC adapter plug, or the power cable.

Indicator Lights

There are two indicator lights on the Jazinga Cloud appliance (shown below), one green and one blue. The green light indicates that the appliance is connected to power. This light should always be lit, and should not blink. The blue light indicates the status of the software that controls the Jazinga device. The blue light will blink when the appliance is first plugged in, and will continue to blink until the device is online and ready for use. Once the device is in use, the blue light will blink during configuration updates, and during the usage of various apps. Under normal circumstances, the green light will always be lit, and the blue light will blink sporadically.

Indicator Lights

Physical Phones

The Jazinga Cloud appliance supports a wide range of VoIP desk phones. Any VoIP phone that supports the SIP protocol can be configured to work with the Jazinga Cloud appliance. Popular phones from major manufacturers will be automatically provisioned by the appliance so that manual configuration on the phone itself is not required. For a list of phones that can be automatically provisioned, please see jazinga.com/support/phones.

All physical phones should be connected to the same network as the Jazinga Cloud appliance. If a phone will be used remotely, it is recommended that the phone be plugged into the same network as the Jazinga Cloud appliance first to receive initial configuration information. Once the phone is configured, it can be removed from the network and placed at the desired remote location.

Any physical phone that will be used with a Jazinga Cloud appliance should be reset to a factory default state before attempting to configure the phone. Phones that are automatically provisioned will only be detected by the Jazinga Cloud appliance when they are in a factory default state. For information on resetting a phone to a factory default state, please refer to the phone’s user manual.

Software Phones

Your Jazinga Cloud appliance will support any softphone client running on Windows, Mac, or Linux that makes use of the SIP protocol. To use a softphone, you will need to create a “Generic SIP” phone in the Phones tab. Please see “Adding and Editing Phones” in the “Phones Tab” section of this document for further information on this process.

Smartphones

iOS

Jazinga provides an iOS app that will integrate an iPhone, iPod, or iPad with your Jazinga Cloud appliance. This is the recommended app for integrating an iOS device with your appliance. The Jazinga iOS app requires iOS 5 or higher. The app will automatically configure itself with the correct settings for your appliance once you provide the app with your username and password. The Jazinga iOS app can be configured from anywhere, and does not need to be setup on the same network as the Jazinga Cloud appliance prior to moving it to a remote location. Please see “Installing and Configuring the Jazinga iOS App” in the “iOS (iPhone, iPod Touch, iPad Running iOS 5 or Higher)” section of this document for more information on the Jazinga iOS app.

Android

Jazinga provides an Android app that will integrate an Android-based mobile phone or tablet with your Jazinga Cloud appliance. This is the recommended app for integrating an Android device with your appliance. The Jazinga Android app requires Android 2.3 (Gingerbread) or higher. The app will automatically configure itself with the correct settings for your Jazinga cloud configuration once you provide the app with your username and password. The Jazinga Android app can be configured from anywhere, and does not need to be setup on the same network as the Jazinga Cloud appliance prior to moving it to a remote location. Please see “Installing and Configuring the Jazinga Android App” in the “Android (2.3 “Gingerbread” and Higher)” section of this document for more information on the Jazinga Android app.

Other Mobile Platforms

Any mobile softphone app that supports the SIP protocol can be manually configured to work with a Jazinga phone system. Third party softphones will require manual configuration, and may not support all features of the Jazinga phone system. Third party softphone apps can be configured from anywhere, and do not need to be configured on the same network as the Jazinga Cloud appliance prior to moving them to a remote location.

External or Mobile Phones

External phone numbers, including those assigned to mobile phones, can be added to your Jazinga Cloud appliance. This allows an employee’s external phone to ring when someone calls their extension. This is useful for employees who are always on the road (for example, a travelling sales person can be reached by dialing your main office number, and having their mobile phone ring when their extension is dialed).  A remote employee who does not have adequate bandwidth to support a VoIP phone could have their home phone line added as external number so that they can still be reached through the main office. External numbers are configured entirely through the Jazinga Cloud appliance. There is no configuration required on the device that will receive the call.

Connecting the Appliance and Phones to Your Network

The Jazinga Cloud appliance should be connected to your computer network as illustrated by the diagram below.

To connect your Jazinga Cloud appliance to your network, follow the steps below.

  1. Connect the network port on the Jazinga Cloud appliance to your network switch or router using the included network cable.
  2. The appliance can either plug directly into an electrical outlet via the AC adapter plug, or via a power cable. Connect either the AC adapter plug or the power cable into the power port on the appliance.
  3. Connect the appliance to power. If you are using the AC adapter plug, connect the entire appliance directly into an electrical outlet. If you are using the power cable, plug the disconnected end of the cable into an electrical outlet.
  4. Connect any physical VoIP phones that you wish to use to the same network as the Jazinga device. For information on how to connect your VoIP phones to your network, please refer to the phone’s user manual.

The Jazinga Cloud appliance takes about 90 seconds to start up from the time it is first plugged into power. You will not be able to begin configuring the device until it has completed starting up.

When a VoIP phone in a factory default state is connected to the network, it may reboot several times as it is detected by the Jazinga Cloud appliance. After the reboot cycle is complete, a phone will show “Office-#” on the screen of the phone to identify that phone. This identifier will be used when phones are being assigned to people.

The Jazinga Cloud appliance makes use of many technologies to avoid the requirement of port forwarding. However, certain routers can be more restrictive than others, and in some cases the appliance may need some VoIP ports to be forwarded to it. If you experience problems where calls have no audio, or one-way audio, please refer to “Port Forwarding” within the “Appendix B: Networking” section of this document for port forwarding assistance.

Initial System Setup

Required Information

Once your Jazinga Cloud appliance is connected to your network, you are ready to begin configuring your new phone system. During setup it is helpful to have a few key pieces of information on hand, such as employee information, and account information supplied by your phone service provider.

Employee Information

When configuring your phone system, it is helpful to have the names of all employees who will be receiving an extension on the system, and any functional teams that those employees belong to. For example, you may have a sales team and a customer service team, each with several employees belonging to it. These teams will be created on your phone system. If desired, a caller can be allowed to direct their call to a team, instead of an individual person, which will ring all phones associated with that team.  Fill in the table below, including the names of your teams:

First Name

Last Name

Extension

Email

Team:

Team:

Team:

Jazinga Cloud automatically assigns 101 as the first extension, and assigns new extensions sequentially for each person that is added to the system. Letting the system automatically assign extensions is the quickest way to get up and running, however, these extensions can be customized at the time of setup if desired.

Phone Service Provider Information

In order to make and receive calls from the public telephone network, you will need an account with a phone service provider (often referred to as an Internet Telephony Service Provider, or ITSP) who provides SIP phone service. Fill in the account information for your phone service provider below.

Phone Number (or DID)

Username

Password

Server

Navigating to the Web Interface

With all of your key information gathered, it is time to visit the Jazinga Cloud website and ensure that your appliance is detected. From any PC that is on the same network as your Jazinga Cloud appliance, please visit cloud.jazinga.com/start. If an appliance is online on your network, you will be shown the Jazinga Cloud license agreement page. Continue to the “License Agreement” section to begin configuring your device.

If you have multiple Jazinga Cloud appliances online on your network at the same time (for example, an IT service provider that is pre-configuring an appliance for a customer), the azinga Cloud start website will list each of them. Click on the IP address of the device that you wish to configure and you will be presented with the Jazinga Cloud license agreement. Continue to the “License Agreement” section to begin configuring your device.

If the Jazinga Cloud start website indicates that no Jazinga devices were found on your network, please see the “Jazinga Cloud “start” website does not detect appliance” section for troubleshooting.

License Agreement

On a Jazinga Cloud appliance that is in a factory default state, the first configuration page you will see is the license agreement page.

  1. Review the agreement.
  2. Select the I Accept the Terms of Service checkbox.
  3. Click the Continue button.
  4. Continue to the “Adding the Administrator” section of this document.

Adding the Administrator

Once the Jazinga Cloud license agreement has been accepted, you will be asked to add the first person to the system. This person will act as an administrator for the system. They will have the ability to add and remove additional people, phones, and phone services, as well as edit call routing and app settings.

  1. Fill in the following information:
  • Email Address: Email address used for both login and sending voicemail
  • Password: Password for this email address
  • Confirmation: The password for the email address again, to confirm that the password is as you intended
  • Phone Extension: The short (2-6) series of digits used to reach this extension

                     

The appliance will automatically assign extension 101 to the first person added to the system. This extension may be changed by typing a new extension number into the Phone Extension text box.

  • First Name: First name of this person, used to provide Directory Assistance (dial by name) support
  • Last Name: Last name of this person, used to provide Directory Assistance (dial by name) support

Please refer to the “Adding and Editing People” section of this document for detailed information on each of these fields.

  1. Click the Select Phones to Assign drop down to reveal all unprovisioned phones that have been detected on your network.

  2. Click the name of the phone that should be assigned to this person. A checkmark will appear next to the phone. Multiple phones can be assigned to a single person if desired.

  3. Click the orange Save button at the bottom of the page to create the administrator account. You will receive confirmation that the account was created via a notification in the top right corner of the screen. You will also receive an email to the address that was entered in the Email Address text box.

             

To administer your Jazinga Cloud appliance in the future, navigate to cloud.jazinga.com and log in using the email address and password that you supplied when creating this administrative user.

  1. Continue to the “Setup Walk Through” section of this document.

Setup Walkthrough

Immediately after the first person is added to the system, you will be presented with a quick overview how to navigate through the system. This will only be shown once.

  1. The first info tip describes how to use the Previous and Next buttons to control the walk through. Click anywhere on the screen to make the next info tip visible.

  1. The second info tip shows the location of the Publish button. Click anywhere on the screen to make the next info tip visible.

  1. The last info tip shows the location of the Add Person button. Click anywhere on the screen to acknowledge the tip.

  1. Now that an administrative user has been created, and you have walked through navigating the Jazinga Cloud interface, you can begin adding additional people. Click the orange Add Person button to begin.

  1. Fill in the Email Address, Phone Extension, First Name, Last Name, and Mobile Number (if desired) for the person you are adding. Please refer to the “Adding and Editing People” section of this document for detailed information on each of these fields.
  2. If a physical phone is being assigned to this person, click the Select Phones to Assign dropdown and click the phone that this person will use.

         

There is no password field when you are adding a new person to the system. As soon as a new person is added, this person will receive an email (sent to the address you specified in the Email Address field). The email contains a link that will allow the person to set their own password. Once a person has set their password, they are able to log into cloud.jazinga.com to change options specific to their extension (for example, forwarding calls to their mobile number).

  1. Click the orange Save button. The person you have just added will appear in the list, and you will receive confirmation of the successful addition of this person via a message in the top right corner of the screen.

  1. Repeat the process of adding people to your Jazinga Cloud appliance. Each person who you wish to have an extension on your phone system should be added.
  2. Click the blue Next button to proceed to the Phone Services setup screen.

  1. A phone service can be thought of as a “phone line”. Phone services connect your Jazinga Cloud appliance with the rest of the world, allowing your extensions to make and receive calls through the public telephone network. A phone service could be a SIP service from an internet telephony provider, or could be a connection to an analog telephony adapter (ATA), which connects your Jazinga Cloud appliance with traditional analog phone lines. Click the orange Add Phone Service button to begin.

  1. Fill in the following information:
  • Phone Number: Caller ID Number to send when making outgoing calls.  Many VoIP providers require that this value be set to your assigned telephone number.
  • Username: The username, if required, to access this phone service.  Most VoIP services will require a username; you may have a separate Authentication Username as well. If so, see “Advanced People Settings” in the “Adding and Editing People” section of this document for information on adding the Authentication Username to your configuration.
  • Password: The password, if required, to access this phone service.  Most VoIP services will require a password, and you should request a strong, random password from your provider.
  • Server: The Server which provides the service.  VoIP service providers normally use a domain name as their published server (such as sip.example.com), internal services (such as an ATA) may use an IP address (such as 192.168.15.22).

Please refer to the “Adding and Editing Phone Services” section of this document for detailed information on each of these fields.

         

If you are connecting your Jazinga Cloud appliance to traditional analog telephone lines, you will need to use another appliance from a third party called an Analog Telephony Adapter (ATA). An ATA plugs into both your analog telephone lines and your network. The ATA is configured with a username and password. Please refer the user manual for your ATA and configure it prior to configuring a phone service on your Jazinga Cloud appliance. Once your ATA is configured, provide matching values to your appliance on the Phone Services setup screen to allow the appliance to make and receive calls through your ATA. When adding an ATA as a phone service, the Server field should be the IP address of the ATA.

  1. Click the blue Test button. This cause your Jazinga Cloud appliance to test the provided phone service credentials.  

  1. Wait for the test to complete.

  1. Click the orange Close button.
  2. If the result of the phone service test was a failure, double check all settings that you have entered against those supplied by your phone service provider, and re-enter them if necessary.
  3. Scroll down to the Incoming calls for section. From the Send To dropdown menu, select a location to direct incoming calls to. Any calls that are received from this phone service will be sent to the location that you select.  Normally you would choose your auto attendant, a secretarial user, or a team with those people who handle incoming calls. By default, calls will be directed to the built-in auto attendant, which will direct callers to dial the extension of the person they wish to reach, or push pound (#) for the dial-by-name directory.

         

If your phone service provider requires advanced settings, or provides multiple phone numbers on a single service, please see “Advanced Phone Services Settings” under the “Adding and Editing Phone Services” section of this document for detailed information on advanced configuration.



  1. Click the orange Save button to add this phone service to your Jazinga Cloud appliance. The phone service that you have just added will appear in the list, and you will receive confirmation of the successful addition of this phone service via a message in the top right corner of the screen.

  1. Click the blue Next button in the bottom right corner of the screen to continue to the Publish screen.

  1. Publishing your changes makes all configuration changes live on your system. Any changes that you have made, including the addition or removal of people, phones, and phone services, will not be active on your Jazinga Cloud appliance until the publishing process is complete. To begin publishing, click the orange Publish Changes button.

             

Publishing changes to your Jazinga Cloud appliance will cause the system to restart. This will drop all active calls. In addition, if any desk phone configurations have changed, those phone will reboot when changes are published. It is recommended that all company employees are notified prior to changes being published.

  1. A progress bar and status messages will be displayed on-screen. Wait for the publishing process to complete.

  1. Once publishing is complete, click the orange Finished button.

Basic system setup is now complete. You should now be able to make and receive calls through your configured phone service, and dial between extensions. Additional information about all configuration options that the Jazinga Cloud appliance offers can be found in the remaining sections of this document. If you are having technical difficulties, please refer to the “Troubleshooting” and “Obtaining Support” sections of this document for assistance.

Overview Tab

Overview

The Overview tab allows you to view information about your Jazinga Cloud appliance. Current configuration information, system alerts, and call history can all be found on this tab. The default screen shown when the Overview tab is clicked shows a list of all configurations on your Jazinga Cloud Appliance.

Each section of this screen is described below.

People section

Lists all people that have an extension on your appliance. Click the People link to navigate to the People tab, or click a person’s name or extension to navigate directly to the settings for that person.

Teams section

Lists all teams that have been configured on your appliance. Click the Teams link to navigate to the Teams tab, or click a team’s name or extension to navigate directly to the settings for that team.

Apps section

Lists all apps that have been configured on your appliance. Click the Apps link to navigate to the Apps tab, or click an app’s name or extension to navigate directly to the settings for that app.

Phone Services section

Lists all phone services that have been configured on your appliance. Click the Phone Services link to navigate to the Phone Services tab, or click a phone service’s name or extension to navigate directly to the settings for that phone service.

Print button

Prints a printer-friendly version of all data listed on this page. The header menu at the top of the screen and the navigation menu on the left of the screen are removed from the printed version.

Alerts

The Alerts tab can be used to check the health of your system. It will display information about any problems that the Jazinga Cloud appliance may have detected. When the Alerts tab is first accessed, the Jazinga Cloud service must communicate with your appliance before displaying information.

After a few seconds, any active alerts from your appliance will be shown.

The Alerts tab can be used to quickly diagnose problems with phones or phone services that are not working correctly. Any offline phones, or phone services that are failing to communicate with your phone service provider properly will show an alert on this screen. Clicking the title of an alert will direct you to the proper screen for configuring the affected phone or phone service. For additional information on troubleshooting issues with your Jazinga Cloud appliance, please see the “Troubleshooting” section of this document.

Call History

The Call History tab shows a list of all calls processed by your Jazinga Cloud appliance.

Each section of this screen is described below.

Search From field

Allows you to select the date of the earliest call you wish to see displayed. The Call History tab will show records for all calls made or received on or after the date you select. Click in this field to show a calendar that can be used to select the date. Call history is limited to 1 year.

Search button

Click the blue Search button to load the history of all calls made or received from your appliance on or after the date specified in the Search From field.

Displayed From section

Shows the date that call history is currently being displayed back to.

Call History section

Lists all calls made or received by your appliance on or after the date specified in the Displayed From section. The following data is shown for each call:

  • From: The source of the phone call. If someone at your company dialed out (outbound calls), that person’s extension will be shown here. If an external person called your company (inbound calls), the external person’s caller ID number will be shown.
  • To: The destination of the phone call. For outbound calls, the dialed number is shown. For inbound calls, the extension of the person that the external caller dialed is shown.
  • Start: The date and time that the call was initiated.
  • Duration: The length of the call in hours (h), minutes (m) and seconds (s).
  • Status: The result of the call. For example, an outbound call that just is answered by the called party will show “ANSWERED”. Please see “Call History” under the “Appendix A: Statuses” section of this document for more information on possible Call History tab statuses.

People Tab

People

On a Jazinga Cloud appliance, a “person” is meant to map to a real person who works at your company. Each person is assigned an extension. One person can have multiple phones associated with them.

The default screen shown when the People tab is clicked shows a list of all people that have been configured on your Jazinga Cloud appliance.

Click on a person’s extension number to edit that person’s details.

Adding and Editing People

From the default screen that is displayed when you click on the People tab, a new person can be added, or existing people can be edited. To add or edit a person, follow the instructions below.

  1. Click the People tab to show the default People tab view.
  2. If you are adding a new person, click the orange Add Person button. To edit an existing person, click on that person’s extension in the list of existing people on your appliance. The person editor screen will be shown.

  1. Fill in the required information for the person that you are adding or editing. For more information on the fields on this page, please see “Basic People Settings” in the “Adding and Editing People” section of this document.
  2. If you have already connected phones to the network and would like to assign a phone to this person, click the Select Phones to Assign dropdown. Click the name of any phone you wish to assign. A checkmark will appear next to the phone:


  3. If you wish to edit additional settings, click the Advanced Settings link and change any desired options. For more information on advanced settings, please see “Advanced People Settings” in the “Adding and Editing People” section of this document.
  4. Click the orange Save button to save changes. You will be notified of a successful addition or edit in the top right corner of the screen. If this person is a new addition to your appliance, they will now be visible in the list of people on the default People tab view.

  1. To make this new person’s extension active, please publish your changes. See the “Publish Tab” section of this document for information on how to publish changes.

Basic People Settings

In most cases, the basic settings shown on the person editor screen will be sufficient to add a new person to your system. These settings are described below.

Email Address field

Email address used for both login and sending voicemail.

Phone Extension field

The short (2-6) series of digits used to reach this extension.

First Name field

First name of this person, used to provide Directory Assistance (dial by name) support.

Last Name field

Last name of this person, used to provide Directory Assistance (dial by name) support.

Alternate Number field

Alternate phone number to use as an external phone line.  This person will be able to receive calls on this number as though it were an office phone.  Note that two phone calls will occur, one for the incoming call and another for the call to the alternate number. Both calls will likely be billed to your Phone Services.

Select Phones to Assign dropdown

Assign phones to this extension.  Multi-line office phones can be set up to use individual lines with different user or team accounts on the Phones page.  Most users will need a phone line, whether an external phone (such as a mobile phone) or an office phone, however, special-purpose users can be set up who have no phones (their callers will be directed to voicemail immediately).

Advanced Settings link

Displays additional configuration options for this person. See “Advanced People Settings” under the “Adding and Editing People” section of this document for information on advanced settings. In most cases, filling out the advanced options is not required.

Reset Password link

Sends an email to this person that includes a link for resetting their password. The address specified in the Email Address field will receive the email.

Resend Welcome Message link

Re-sends the welcome email to this person that includes instructions for logging into the Jazinga Cloud user portal. The address specified in the Email Address field will receive the email.

Person’s Profile View

Switches the interface to show what it looks like for this person when they log into the Jazinga Cloud user portal. Non-administrative users can only see their own settings, have certain advanced options hidden, and also have buttons that they can use to record their outgoing voicemail greetings. See the “User Portal” section of this document for more information on the Jazinga Cloud user portal.

Save button

Click the orange Save button to save any changes that have been made to this person’s configuration. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Delete link

Click the Delete link to completely remove this person from your system. You will be prompted to confirm the deletion. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes. Once changes are published, there is no way to restore a deleted person.

Cancel link

Discards any changes that have been made to this person’s configuration, and returns you to the default People tab screen without saving. You will not be prompted to confirm the cancellation.  

Advanced People Settings

There are several advanced features and configuration options that can be changed for each person. When viewing a person’s configuration, click the Advanced Settings link to make these options visible.

The advanced settings are described below.

Out of office, only ring Alternate toggle

When set to On, temporarily override call forwarding and ring sequence functionality to unconditionally forward all incoming calls to this person’s alternate phone number. When this toggle is set to Off, the alternate number will be rung according to the configuration of the Ring My Alternate Number toggle switches.

Voicemail toggle

Enables and disables voicemail for this person. Without voicemail, a person cannot receive messages if they are unable to answer the phone.

Ring My Alternate Number toggles

When to ring this person’s alternate phone.  People who are generally out of the office, such as sales people, will often want their alternate phone number to ring before their office phone.  People who are generally at their desks will often only want their alternate phone number to ring after their office phone has be rung. Setting this toggle switch to Never will not ring the alternate number at all.

Ring Duration field

Amount of time to ring this person’s phone before giving up and either reporting a failure to the caller or passing the call to voicemail or another team member.

Is Administrator toggle

Whether this person can administer the phone system.  Only trusted individuals should be granted Administrator status.

Caller ID Name field

Caller ID Name to send when making outgoing calls.

Caller ID Number field

Caller ID Number to send when making outgoing calls.  The ability to dynamically set caller ID information must be supported by your phone service provider for this to work correctly. Many VoIP providers require that this value be set to your company’s assigned telephone number.

Checking a Person’s Setup Status

When a person is added to the system, they are sent an email asking them to create a password for their account. Once they have created a password, they are presented with a screen that allows them to record their name and voicemail greeting. As an administrator, you have the ability to see whether or not a person has completed their setup steps. If they have not, you have the ability to send that person a reminder email asking them to proceed with setup. To view a person’s setup status, click the People tab, then click the name of the person you wish to check.

Any incomplete setup steps will be listed on the right side of the page under the header, This person has unfinished setup steps. If you would like to remind that person to complete setup, click the Remind this person to complete these setup steps link underneath the list of incomplete steps.

Removing People

When a person is no longer with your company, you will need to remove or reassign their extension. If an extension is being reassigned to a different person or a different team, it will need to be removed first. To remove a person, follow the instructions below.

  1. Click the People tab to show the default People tab view.

  1. Click the extension of the person that you wish to remove.

  1. Click the Delete link at the bottom of the page. You will be prompted to confirm deletion.

  1. Click the orange Delete button to confirm deletion. The person will disappear from the list, and you will receive confirmation of the deletion in the top right corner of the screen.

  1. In order to enact the deletion of this person on your Jazinga Cloud appliance, please publish your changes. See the “Publish Tab” section of this document for information on how to publish changes.

The deletion of a person is irreversible once the change is published. If a person has been accidentally deleted, you must discard your changes instead of publishing them. See “Discard” under the “Publish Tab” section of this document for information on discarding changes.

Teams Tab

Teams

Teams are groups of people. Typically teams map to functional groups within your company (for example, you might have a “sales” team, or a “customer service” team). Each team receives an extension on your system. When someone dials that extension, each member of the team is rung simultaneously.

The default screen shown when the Teams tab is clicked shows a list of all teams that have been configured on your Jazinga Cloud appliance.

Click on a team’s extension number to edit that team’s details.

Adding and Editing Teams

From the default screen that is displayed when you click on the Teams tab, a new team can be added, or existing teams can be edited. To add a new team, or to edit an existing team, follow the instructions below.

  1. Click the Teams tab to load the default Teams tab view.

  1. To add a new team, click the orange Add Team button. To edit an existing team, click on that team’s extension. The team editor screen will be shown.

  1. Fill in the Phone Extension and a Name fields for the team. For more information on these settings, please see  “Basic Teams Settings” in the “Adding and Editing Teams” section of this document.
  2. To add people to this team, click and drag the desired people from the Unselected column to the Selected column next to Users.

         

By default, if a call is not answer by any team member it will be routed to the voicemail box for the first person in the Users list. Which person will receive the voicemail is signified by an envelope icon to the left of that person’s name. If you would like to disable voicemail for a team entirely, please see “Advanced Teams Settings” in the “Adding and Editing Teams” section of this document.

  1. If you wish to edit additional settings, click the Advanced Settings link and change any desired options. For more information on advanced settings, see “Advanced Teams Settings” in the “Adding and Editing Teams” section of this document.
  2. Click the orange Save button to save changes. You will be notified of a successful addition or edit in the top right corner of the screen. If this team is a new addition to your appliance, it will now be visible in the list of teams on the default Teams tab view.

  1. To make your changes on the Team tab active, please publish your changes. See the “Publish Tab” section of this document for information on how to publish changes.

Basic Teams Settings

In most cases, the basic settings shown on the team editor screen will be sufficient to add a new team to your system. These settings are described below.

Phone Extension field

The short (2-6) series of digits used to reach this extension.

Name field

A friendly name for the team to make it easier to understand your extension tables.

Users drag and drop lists

People who belong to the team. Drag a person to add/remove the person from the team and to re-order the person from the Selected list. Which person will receive voicemail messages for the team is signified by an envelope icon to the left of that person’s name. If you would like to disable voicemail for a team entirely, please see “Advanced Teams Settings” in the “Adding and Editing Teams” section of this document.

Save button

Click the orange Save button to save any changes that have been made to this team’s configuration. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Delete link

Click the Delete link to completely remove this team from your system. You will be prompted to confirm the deletion. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes. Once changes are published, there is no way to restore a deleted team.

Cancel link

Discards any changes that have been made to this team’s configuration, and returns you to the default Teams tab screen without saving. You will not be prompted to confirm the cancellation.  

Advanced Teams Settings

There are a few advanced features and configuration options that can be changed for each team. When viewing a team’s configuration, click the Advanced Settings link to make these options visible.

The advanced settings are described below.

Ring Duration field

Amount of time to ring the team before giving up and either reporting a failure to the caller or passing the call to voicemail.

Voicemail dropdown

How to handle voicemail for the team.  Voicemail will be emailed to either the first member, or no-one (voicemail disabled).

Removing Teams

When an existing team is no longer required, you will need to remove it from your Jazinga Cloud appliance. If a team’s existing extension is being reassigned to a different person or different team, it will need to be removed first. To remove a team, follow the instructions below.

  1. Click the Teams tab to show the default Team tab view.

  1.  Click the extension of the team that you wish to remove.

  1. Click the Delete link at the bottom of the page. You will be prompted to confirm deletion.

  1. Click the orange Delete button to confirm deletion. The team will disappear from the list, and you will receive confirmation of the deletion in the top right corner of the screen.

  1. In order to enact the deletion of this team on your Jazinga Cloud appliance, please publish your changes. See the “Publish Tab” section of this document for information on how to publish changes.

The deletion of a team is irreversible once the change is published. If a team has been accidentally deleted, you must discard your changes instead of publishing them. See “Discard” under the “Publish Tab” section of this document for information on discarding changes.

Phones Tab

Phones

On your Jazinga Cloud Appliance, a “phone” can refer to one of three types of devices:

  • Auto Provisioned SIP Desk Phones: Physical desk phones that are automatically detected and configured by the Jazinga Cloud appliance
  • Generic SIP Phones: Any other kind of SIP-based VoIP phone that cannot be automatically provisioned by the Jazinga Cloud appliance
  • External Numbers: Phone numbers on the public telephone network

The default screen shown when the Phones tab is clicked shows a list of all phones that have been configured on your Jazinga Cloud appliance, no matter which type of device they are.

Click on a phone’s model name or type in the Model column to edit that phone’s details.

Adding and Editing Phones

The procedure for adding or editing a phone depends on which type of device it is. Instructions for working with each kind of phone are below.

Auto Provisioned SIP Phones

Your Jazinga Cloud appliance will automatically detect and configure many different types of SIP desk phones. These phones will automatically appear in the Jazinga Cloud management interface on the Phones tab, as well as in the Select Phones to Assign dropdown menu that is visible when adding or editing a person. These phones can be assigned to people with just a few clicks. For an up to date list of phone makes and models that the Jazinga Cloud appliance can auto provision, please see the “Supported Phones” document at jazinga.com/support/phones.

Any physical phone that will be used with a Jazinga Cloud appliance should be reset to a factory default state before attempting to configure the phone. Phones that are automatically provisioned will only be detected by the Jazinga Cloud appliance when they are in a factory default state. For information on resetting a phone to a factory default state, please refer to the phone’s user manual.

To configure a phone that is auto provisioned, follow the steps below.

  1. Reset the phone to a factory default state. Please refer to the phone’s user manual for instructions on performing a factory reset.
  2. Plug the phone into the same network as your Jazinga Cloud appliance.
  3. Plug the phone into power (if applicable).
  4. Wait a few minutes. Typically, a phone will reboot 1 to 2 times after first being detected by the Jazinga Cloud appliance. Allow time for the phone to reboot. The amount of time varies depending on the make and model of phone.
  5. Navigate to the Phones tab within the Jazinga Cloud website.

  1. All detected phones will show a make or model number in the Model field, as well as some text in the Display Tag field. If the phone supports display tags, the value shown in the Display Tag column will be shown on the screen of the phone itself to assist you with identifying the phone. If the phone you are looking for was not detected, please see “Phones Local to the Jazinga Cloud Appliance” in the “Troubleshooting” section of this document for assistance. Locate the phone that you wish to edit, and click on the text listed in the Model column.

  1. The amount of lines that the phone has will have been automatically detected. Each line that the phone has available will show a dropdown menu that allows you to select a person or team to assign to that line. Use the dropdown menus to which person or team to assign to each available line of the phone.

         

Assigning one or more lines on a phone to a team allows a phone to be a member of a team rather than a person. This is useful for shared phones, where the phone is used only for specific types of calls (for example, a technical support department might have all phones in their department assigned to the technical support team, ensuring that reaching a team member directly is not possible).

  1. Click the orange Save button to save configuration changes. You will receive confirmation of the changes in the top right corner of the screen, and the phone’s Assigned To column will now be filled in.

  1. You must publish your changes before the phone will receive its updated configuration. Typically, any changes to a phone’s configuration will cause the phone to reboot when changes are published. See the “Publish Tab” section of this document for information on how to publish changes.

Generic SIP Phones

Any SIP phone that is not auto provisioned can still be used with your Jazinga Cloud appliance. This applies to SIP desk phones, PC-based SIP softphones, and smartphone-based SIP softphone apps. The SIP phone that you are using will need to be manually configured after the phone has been added to your appliance.

To add a new generic SIP phone to your Jazinga Cloud appliance, follow the steps below.

  1. Navigate to the Phones tab within the Jazinga Cloud website.

  1. If you wish to edit an existing generic SIP phone, click the Generic SIP link (in the Model column) next to the correct device. If you are adding a new SIP phone, click the Add Phone dropdown and select SIP Phone.

  1. Fill in all three fields. The available fields on this page are described below.

Belongs to dropdown

The account (extension) which is bound to this phone line

Username field

Phone username for authentication (you will need to configure the phone to use this username)

Password field

Phone password for authentication (you will need to configure the phone to use this password)

               

The generic SIP phone editor page lists two important values that you will need when configuring your SIP phone. Above the editor fields are values for the primary SIP proxy and the secondary SIP proxy, both listed in bold. Make a note of both of these values. Using both values when configuring your SIP phone should ensure that your phone can work while located on the same network as the Jazinga Cloud appliance, as well as remotely.

  1. Click the orange Save button to save changes to this phone. You will receive confirmation of your changes in the top right corner of the screen. If you have just added a new generic SIP phone, that phone will now be listed in the default Phones tab view.

  1. Publish your changes to make them take effect. You must publish your changes before you can manually configure your SIP phone. See the “Publish Tab” section of this document for information on how to publish changes.
  2. Manually configure your SIP hardphone, softphone, or smartphone’s softphone app to use the SIP proxy addresses provided, and the username and password that you created.
  3. Once your SIP phone is configured, click the Phones tab to see all phones on your system. If your phone is configured correctly, the text in the status column for that phone should read, “OK (XXms)” (where XX is the number of milliseconds it takes your Jazinga Cloud appliance to communicate with your phone). If you see any other status, please see “Phones” in the “Appendix A: Statuses” section of this document for troubleshooting information.

External Numbers

Any public telephone number can be attached to a person on your Jazinga Cloud appliance. Attaching an external phone number to a person means that when someone calls that person’s extension, your Jazinga Cloud appliance will forward that call out to the external number (in addition to ringing any other phones associated with this person). Remote employees without adequate bandwidth to support a VoIP phone, or salespeople who always work from a mobile phone can be included in your phone system using external numbers.

External numbers will allow a person to receive calls on a phone line external to the Jazinga Cloud appliance, but they do not allow that person to make outbound calls through the appliance. In order to make outbound calls, a person must use a VoIP desk phone, PC-based softphone, or smartphone-based softphone app.

To add a new external number to your Jazinga Cloud appliance, follow the steps below.

  1. Navigate to the Phones tab within the Jazinga Cloud website.

  1. If you wish to edit an existing external number, click the External Number link (in the Model column) next to the correct device. If you are adding a new external number, click the Add Phone dropdown and select External Phone Number.

  1. Fill in both fields. The available fields on this page are described below.

Belongs to dropdown

The account (extension) which is bound to this phone line. Whenever someone dials the chosen extension, the number specified in the Telephone Number field will ring (in addition to any other phones assigned to the chosen extension).

Telephone Number field

The (external) phone number to dial to reach this phone.  Your regular dialing rules will be used to route the call which connects the incoming call to this extension.

  1. Click the orange Save button to save changes to this phone number. You will receive confirmation of your changes in the top right corner of the screen. If you have just added a new external phone number, that number will now be listed in the default Phones tab view.

  1. Publish your changes to make them take effect. You must publish your changes before any calls will be routed to a new external number. See the “Publish Tab” section of this document for information on how to publish changes.

Removing Phones

When an existing phone is no longer required, you will need to remove it from your Jazinga Cloud appliance. To remove a phone, follow the instructions below.

If a phone is being reassigned to a new person, the phone does not need to be removed and re-added to the system. To reassign a phone to a new person, click the name of the phone in the default Phones tab view, then select a new person using the Belongs to or Line Key ## dropdowns (depending on the type of phone). Changes will take effect as soon as they are published. Physical desk phones may reboot when changes are published if their configuration has changed. See the “Publish Tab” section of this document for information on how to publish changes.

  1. Click the Phones tab to show the default Phone tab view.

  1. Click the make/model or type of phone (under the Model column) for the phone that you wish to delete.

  1. Click the Delete link. You will be prompted to confirm the deletion.

  1. Click the orange Delete button. You will receive confirmation of the deletion in the top right corner of the screen, and the deleted phone will disappear from list of phones.

  1. In order to enact the deletion of this phone on your Jazinga Cloud appliance, please publish your changes. See the “Publish Tab” section of this document for information on how to publish changes.

The deletion of a phone is irreversible once the change is published. If a phone has been accidentally deleted, you must discard your changes instead of publishing them. See “Discard” under the “Publish Tab” section of this document for information on discarding changes.

Any SIP deskphone, softphone, or smartphone app will retain its configuration on the phone itself or within the softphone application after the phone is deleted from your Jazinga Cloud appliance. Once a phone has been deleted from the appliance, you will need to clear this configuration manually. For desk phones, you will need to reset the phone to factory default settings. For softphones and smartphone apps, you will need to delete your account information from within the application itself. Please refer to the user manual for your desk phone or softphone application for instructions on these processes.

Localisation

The Localisation tab allows you to configure the correct language and timezone for your Jazinga Cloud appliance. These settings are used to show the correct language, date, and time on physical desk phones, as well as for date and timestamps in the Call History section of the Overview tab. To change localisation settings, follow the instructions below.

  1. Click the Phones tab to show the default Phone tab view.

  1. Click the Localisation tab underneath the Phones tab.

  1. Adjust the desired localisation setting. The available options on this screen are explained below.

Language dropdown

Specifies that language that will be used on any auto provisioned desk phones. This does not affect the language displayed in the Jazinga Cloud interface.

Timezone dropdown

Specifies the timezone that the Jazinga Cloud appliance is located in. This timezone will be used to set the date and time on any desk phones, and will be used to show the local time when viewing call history.

Save button

Click the orange Save button to save any changes that have been made to your localisation settings. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Cancel link

Discards any changes that have been made to your localisation settings and reloads the Localisation tab. You will not be prompted to confirm the cancellation.

  1. Click the orange Save button to save changes to your localisation settings. You will receive confirmation of your changes in the top right corner of the screen.

  1. Be sure to click the orange Save button and then publish your changes if you change any settings on this page. See the “Publish Tab” section of this document for information on how to publish changes. Changing either localisation setting may cause your desk phones to reboot during the publishing process.

Remote Phones

The Remote Phones tab provides a way to test for the ability of a remote phone to connect to your Jazinga Cloud appliance. If you wish to use a desk phone, softphone, or smartphone app to remotely use your appliance, the remote phone test must pass successfully. To initiate a remote phones test, follow the instructions below.

  1. Click the Phones tab to show the default Phone tab view.

  1. Click the Remote Phones tab under the Phones tab.

  1. To test remote connectivity, click the blue Connectivity Test button.

  1. Wait for the test to complete. This test can take up to 2 minutes. Any errors, warnings, or successes will be reported on-screen. Take note of any errors. Please see “Remote phone connectivity test failing” in the “Troubleshooting” section of this document for information on correcting any errors that may have been found.

  1. Click the orange Close button to close the remote phones test pop-up.

Router Test

The Router Test tab provides a way to test whether or not your router utilizes something called “SIP ALG”. When a router is running SIP ALG, the router intercepts your VoIP traffic and alters it. SIP ALG is designed to help VoIP traffic get to the proper device on the network, as many routers have trouble routing VoIP traffic properly. Unfortunately, most routers that implement SIP ALG have done so poorly, and made the problem of routing SIP traffic even worse. In most setups, disabling SIP ALG on your router will provide a better VoIP experience. To initiate a remote phones test, follow the instructions below.

  1. Click the Phones tab to show the default Phone tab view.

  1. Click the Router Test tab under the Phones tab.

  1. Click the blue Router Test button to initiate a SIP ALG detection test.

  1. Wait for the test to complete. This test can take up to 2 minutes. Any errors, warnings, or successes will be reported on-screen. If SIP ALG was detected on your router, please refer to your router’s user manual for instructions on how to disable it.

  1. Click the orange Close button to close the Router Test test pop-up.

Phone Services Tab

Phone Services

A phone service is a connection to another phone system. In most cases, you will use a phone service to allow your Jazinga Cloud appliance to make and receive phone calls to and from the public telephone network. All phone services must use the SIP protocol.

The default screen shown when the Phone Services tab is clicked shows a list of all configured phone services on your Jazinga Cloud Appliance.

To modify a phone service, click the phone number/SIP username/SIP server link (under the Service column) next to the phone service that you wish to edit.

Adding and Editing Phone Services

From the default screen that is displayed when you click on the Phone Services tab, a new phone service can be added, or existing phone services can be edited. To add a new phone service, or to edit an existing phone service, follow the instructions below.

  1. Click the Phone Services tab to load the default Phone Services tab view.

  1. To add a new phone service, click the orange Add Phone Service  button. To edit an existing phone service, click on the phone number/SIP username/SIP password link (under the Service column) next to the phone service you wish to change. The phone service editor screen will be shown.

  1. Fill in the Phone Number, Username, Password, and Server fields. This information will have been supplied by your phone service provider. For more information on these settings, please see  “Basic Phone Services Settings” in the “Adding and Editing Phone Services” section of this document.
  2. If you wish to edit additional settings, click the Advanced Settings link and change any desired options. In most cases, you will not need to change these options. For more information on advanced settings, please see  “Advanced Phone Services Settings” in the “Adding and Editing Phone Services” section of this document.
  3. By default, inbound calls that are received by this phone service will be directed the built in auto attendant app. This app directs callers to dial the extensions of the person they wish to reach, or to push pound (#) for the dial by name directory. If you would like to change the destination for inbound calls, click the Send To dropdown and then select a new destination. Inbound calls may be directed to an app, person, or team. For more information on incoming call settings please see “Incoming Call Settings” in the “Adding and Editing Phone Services” section of this document.

  1. Click the orange Save button to save changes. You will be notified of a successful addition or edit in the top right corner of the screen. If this phone service is a new addition to your appliance, it will now be visible in the list of phone services on the default Phone Services tab view.

  1. To make your changes on the Phone Services tab active, please publish your changes. See the “Publish Tab” section of this document for information on how to publish changes.

Basic Phone Services Settings

In most cases, the basic settings shown on the phone service editor screen will be sufficient to add a new phone service to your system. These settings are described below.

Phone Number field

Caller ID Number to send when making outgoing calls.  Many VoIP providers require that this value be set to your assigned telephone number

Username field

The username, if required, to access this phone service.  Most VoIP services will require a username; you may have a separate Authentication Username as well, if so, see advanced settings

Password field

The password, if required, to access this phone service.  Most VoIP services will require a password, and you should request a strong, random password from your provider

Server field

The Server which provides the service.  VoIP service providers normally use a domain name as their published server (such as sip.example.com), internal services may use an IP address (such as 192.168.15.22)

Advanced Settings link

Displays additional configuration options for this phone service. See “Advanced Phone Services Settings” under the “Adding and Editing Phone Services” section of this document for information on advanced settings.

Test button

Click Test to ensure that the phone system is able to connect to your VoIP provider using the details specified.

Incoming calls for... Phone Number field

The (precise) phone number to which your Phone Service Provider sends incoming calls. By default, this is set to “Any”, which will match all calls that are received from this phone service. The default setting should work for most phone service setups, and should only be changed if necessary. See “Incoming Call Settings” under the “Adding and Editing Phone Services” section of this document for information on incoming call settings.

Incoming calls for... Send To dropdown

Where to send incoming calls received on this Phone Service.  Normally you would choose your Auto Attendant, a secretarial user, or a Team with those people who handle incoming calls. By default, calls are directed to the built-in auto attendant. See “Incoming Call Settings” under the “Adding and Editing Phone Services” section of this document for information on incoming call settings.

Save button

Click the orange Save button to save any changes that have been made to this phone service’s configuration. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Delete button

Click the Delete link to completely remove this phone service from your system. You will be prompted to confirm the deletion. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes. Once changes are published, there is no way to restore a deleted phone service.

Cancel link

Discards any changes that have been made to this phone service’s configuration, and returns you to the default Phone Service tab screen without saving. You will not be prompted to confirm the cancellation.

Advanced Phone Services Settings

There are several advanced features and configuration options that can be changed for each phone service. When viewing a phone service’s configuration, click the Advanced Settings link to make these options visible.

The advanced settings are described below.

Port field

The port on the Server at which the service is provided (for VoIP services)

Authentication Username field

Certain VoIP service providers use different “username” and “auth_username” values.  Your provider should have told you if this is the case and provided you with the appropriate values to enter here.

DTMF Mode dropdown

Mechanism to use to transmit key-presses on the phone keypad for interactive voice response menus.  If your service provider is asking you to use “Inband” signalling for a VoIP Phone Service you should consider looking for a new provider, as this mode is not reliable.  The default RFC2833 should be used unless your provider has explicitly asked you to use another mode

Dialing Prefix field

(Short) String of digits to be prepended to all outgoing calls.  This is normally used if your VoIP service provider requires a specific prefix.

‘From’ field as username in SIP Header toggle

Certain VoIP providers require that you send this header.  Your provider should have notified you of this requirement if it applies to you.

Send Remote-Party-ID SIP Header toggle

Certain VoIP providers require that you send this header.  Your provider should have notified you of this requirement if it applies to you.

Company Name field

Caller ID Name to send when making outgoing calls.

Use For Outgoing Calls toggle

Whether this Phone Service should be used for outgoing calls. Disable Phone Services (temporarily) to prevent them introducing delays in dialing when they are offline or disconnected.

Incoming Call Settings

A phone service can be configured to direct inbound calls to any person, team, or app that is configured on your Jazinga Cloud appliance. By default, all phone services are configured to direct any inbound call that they receive to the built-in auto attendant app. To change incoming call settings, navigate to the Phone Services tab. From the default screen that is displayed when you click on the Phone Services tab, click on the phone number/SIP username/SIP password link (under the Service column) next to the phone service you wish to change. Scroll to the bottom of the screen to locate the Incoming calls for... section.

By default, all calls that are sent by your provider to your Jazinga Cloud appliance are directed to the built-in auto attendant. This can be changed by selecting a new person, team, or app from the Send To dropdown. You must click the orange Save button and then publish your changes before the new incoming call settings will take effect.

Multiple Phone Numbers on a Single Phone Service

In some cases, your provider may supply you with multiple phone numbers (or DIDs) on the same phone service. This means that an incoming call on one phone service may actually be the result of a caller dialing one of many different phone numbers. For example, you may have a phone number that is dedicated to technical support for your company, as well as a main contact number. If you purchase both numbers from the same phone service provider, the provider may supply you with a single service to make and receive calls through both phone numbers.

The default incoming call settings will direct any received call to the selected destination, no matter which phone number it comes in through. In some cases, you may wish to direct different phone numbers to different people, teams, or apps. In order to do this, click the Add Another link below the Send To dropdown.

It is only necessary to create multiple incoming call settings if your provider is supplying you with multiple phone numbers on the same phone service. If your provider has supplied one phone service account per phone number, you only need to add each account as its own phone service, and set the Send To destination for each service individually.

A new set of fields will appear that allow you to enter a specific phone number, and select which person, team or app to direct calls received on that number to. The number that you enter in the Phone Number field must exactly match the format that your provider sends (for example, a provider might send “4165551234” or “+14165551234” as the phone number that the call was received to). Check with your provider to determine the format that they send the dialed number in.

Any number of incoming call settings can be specified. If you have many phone numbers assigned to a single phone service, you may add an incoming call configuration for each number on that service.

The configuration for the phone number of Any Other will always be present. If an inbound call is received to a phone number that is not specifically configured with incoming call settings, the call will reach the destination specified in the Send To field for the Any Other phone number.

Once all incoming call settings have been configured, click the orange Save button and then publish your changes to make the changes take effect.

Removing Phone Services

When a phone service is no longer active, you will need to remove the service from your Jazinga Cloud appliance. Follow the instructions below to remove a phone service.

If a phone service is only temporarily out of service, it can be disabled by setting the service’s Use For Outgoing Calls toggle to Off. This setting can be found under Advanced Settings. This will prevent any outbound calls from being placed using this phone service.

  1. Click the Phone Services tab to show the default Phone Services tab view.

  1. Click on the phone number/SIP username/SIP password link (under the Service column) next to the phone service you wish to change. This will load the phone service editor.

  1. Click the Delete link at the bottom of the page. You will be prompted to confirm the deletion.

  1. Click the orange Delete button. You will receive confirmation of the deletion in the top right corner of the screen, and the selected phone service will disappear from the Phone Services default tab view.

  1. In order to enact the deletion of this phone service on your Jazinga Cloud appliance, please publish your changes. See the “Publish Tab” section of this document for information on how to publish changes.

The deletion of a phone service is irreversible once the change is published. If a phone service has been accidentally deleted, you must discard your changes instead of publishing them. See “Discard” under the “Publish Tab” section of this document for information on discarding changes.

Calling Out

Your Jazinga Cloud appliance allows you to configure which types of calls to send over which phone services. This can be useful to reduce costs. If you have multiple phone services that offer different rates for outbound calls to different areas, the appliance can be configured to send calls over the least expensive phone services first. To configure the order in which phone services are used for outbound calls, follow the instructions below.

  1. Click the Phone Services tab to show the default Phone Services tab view.

  1. Click the Calling Out tab underneath the Phone Services tab.

  1. Click the name of the outbound route that you would like to change the order in which phone services are selected. There are 4 outbound routes to choose from:
  • International (Dial: 011): Any dialed number that begins with “011” will utilize this route.
  • National (Dial: 1): Any 11 digit number that begins with a “1” will utilize this route.
  • Emergency (Dial: 911): Any call to “911” will utilize this route.
  • Local: Any 10 digit number will utilize this route.

  1. The current order of phone services that this route uses is listed. Phone services with a lower priority number will be tried first. Higher numbered services will be tried only if the lower numbered services are at capacity, or unavailable. To change the order, click and drag each phone service to the desired list location.

  1. Click the orange Save button. You will receive confirmation of your changes in the top right corner of the screen, and the updated ordering will be shown on the Calling Out tab.

  1. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Apps Tab

Default View

The default screen shown when the Apps tab is clicked shows a list of all apps that have been configured on your Jazinga Cloud appliance.

Click on an app’s extension link to edit that app’s details.

Auto Attendant App

The auto attendant greets callers and provides them with single-digit options to reach a person, team, or app. By default, all phone services are configured to direct inbound calls to the auto attendant app. Each number (0 through 9) can be configured to direct callers to a different person, team, or app. There are also options for enabling a dial-by-name directory, and enabling direct extension dialing from the auto attendant.

Editing the Auto Attendant App

To edit the settings of the auto attendant app, follow the instructions below.

  1. Click the Apps tab to show the default Apps tab view.

  1. Click the extension link of the Auto Attendant to load the auto attendant editor. By default, the extension is 1010.

  1. Fill in all desired fields. Each section of this screen is described below.

Extension field

The short (2-6) series of digits used to reach this application.

Caller Dials dropdowns

Destination to which to send callers when the selected key number is pressed on the keypad.

Pound Key (#) For Directory toggle

Whether to make the pound (#) key invoke the Guided Directory application which allows callers to dial extensions by first name (recommended).  You should mention this capability in your greeting script.

Extension Dialing toggle

Whether to allow callers to dial extensions directly from the Auto-Attendant.  You should mention the capability in your monologue. Note that enabling this option only allows callers to dial the extensions of people and teams. It does not allow them to dial the extension for apps (such as the conference bridge). If you would like an app to be accessible by an external caller, you will need to add the app as one of the single-digit options on your auto attendant.

Greeting Script field

The text of your greeting to be read out when callers visit the Auto-Attendant.  After you save your Auto-Attendant you will have the option to record your greeting using one of your configured phones. The text that is typed in this textbox will be presented to you when you record your greeting so that you do not have to memorize anything.

Record With Phone button

Click the Record With Phone button to record the desired message for your auto attendant. Your recording will be played back to callers when they reach the auto attendant.

Save button

Click the orange Save button to save any changes that have been made to the auto attendant’s configuration. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Cancel link

Discards any changes that have been made to the auto attendant’s configuration, and returns you to the default App tab screen without saving. You will not be prompted to confirm the cancellation.  

  1. If you have changed the options that are available from your auto attendant, the greeting will need to be updated to reflect this. The auto attendant greeting is recorded using any configured phone. First, ensure that your Greeting Script field has an accurate greeting in it, then click the blue Re-Record With Phone button. If your greeting does not need to be updated then you may skip the steps below, and may simply click the orange Save button, then publish your changes to proceed.

  1. Click the Record with dropdown and select the phone you wish to use to record the auto attendant prompt.
  2. Click the blue Record Now button.

  1. The phone that you selected earlier will ring. Answer the phone.

  1. Follow the audio prompts to record your message. When done, the auto attendant editor screen will reflect that the new message has been recorded.

  1. Click the orange Close button.
  2. Click the orange Save button. You will receive confirmation of your changes in the top right corner of the screen.

  1. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Uploading a New Recording for the Auto Attendant App

The auto attendant app allows you upload a pre-recorded WAV file instead of recording your greeting by phone. If you would like to record by phone, please follow the instructions under “Editing the Auto Attendant App” within the “Auto Attendant App” section of this document. To upload a pre-recorded greeting to your auto attendant, follow the instructions below.

A WAV file must be used for auto attendant recording uploads. Other file formats (such as MP3 files), cannot currently be used, and will not be accepted.

  1. Click the Apps tab to show the default Apps tab view.

  1. Click the extension link of the Auto Attendant to load the auto attendant editor. By default, the extension is 1010.

  1. Scroll to the bottom of the page so that the blue Upload File button is visible.

  1. Click the blue Upload File button. The auto attendant file uploader will appear on screen.

  1. Click anywhere within the boxed area of the pop-up to launch a file browser, then use the file browser to locate the file you wish to upload. Alternatively, you may drag the file that you wish to upload from a file explorer window on your computer and release it inside of the boxed area within the pop-up. Your file upload will start immediately.

  1. Once the upload is complete, the file uploader pop-up will disappear, and you will receive a message stating that your recording was successfully uploaded.

  1. Click the orange Save button at the bottom of the Auto Attendant screen to save your changes.
  2. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Conference Bridge App

The conference bridge app allows two or more callers to join a single call. Various configuration options exist for the bridge, such as PINs to protect access to the bridge, and a cap on the maximum number of people who can join the conference.

Editing the Conference Bridge App

To edit the settings of the conference bridge app, follow the instructions below.

  1. Click the Apps tab to show the default Apps tab view.

  1. Click the extension link of the Conference Bridge to load the conference bridge editor. By default, the extension is 900.

  1. Edit any fields that you wish to change. All fields are described below.

Extension field

The short (2-6) series of digits used to reach this application. This extension can be dialed by anyone with an extension on your Jazinga Cloud appliance.

User PIN field

Passcode for users to join the conference.

Moderator PIN field

Passcode for moderators to join the conference.

Announce toggle

Play a sound when someone enters or leaves.

Wait for moderator toggle

When enabled, the conference cannot begin without a moderator. If someone enters the conference by supplying the user PIN, they will hear music until the moderator joins.

Maximum users field

Maximum number of users allowed to join the conference. Anyone who tries to join the conference beyond this number will not be allowed.

Save button

Click the orange Save button to save any changes that have been made to the conference bridge. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Cancel link

Discards any changes that have been made to the conference bridge, and returns you to the default App tab screen without saving. You will not be prompted to confirm the cancellation.  

  1. Click the orange Save button. You will receive confirmation of your changes in the top right corner of the screen.

  1. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Dial by Name App

The dial by name app allows callers to spell a person’s first name using their phone’s keypad and be directed to the appropriate extension. The dial by name app works in conjunction with the auto attendant app. If the Pound Key (#) For Directory option is set to On in the auto attendant’s configuration, then dialing the pound key while listening to the auto attendant message will send the caller into the dial by name app.

The dial by name app has no configuration options. It can simply be enabled or disabled via the Pound Key (#) For Directory option in the auto attendant’s configuration.

Receptionist App

The receptionist app allows you to direct inbound calls to a person or team. If the call is not answered, the receptionist app will direct the call to an alternate person, team, app, or voicemail. This is useful to ensure that all calls receive the best possible treatment. A common usage is to have the calls directed at a person or team, and then have calls answered by an auto attendant if a live person does not answer the call.

Editing the Receptionist App

To edit the settings of the receptionist app, follow the instructions below.

  1. Click the Apps tab to show the default Apps tab view.

  1. Click the extension link of the Receptionist to load the conference bridge editor. By default, the extension is 1020.

  1. Edit any fields that you wish to change. All fields are described below.

Extension field

The short (2-6) series of digits used to reach this application. This extension can be dialed by anyone with an extension on your Jazinga Cloud appliance.

First call dropdown

The person or team that should be rung when a call is first directed to the receptionist app.

For field

How long the person or team from the First call dropdown should be rung before the call is directed to the person, team, app, or voicemail selected in the Then call dropdown.

Then call dropdown

The person, team, or app that will be rung if the person or team specified in the First call dropdown does not answer the call within the number of seconds entered into the For field. If a person or team is selected in this dropdown, a checkbox will appear titled Don't ring timeout target, just send to voicemail. If you would like the call to go straight to voicemail after the First call person/team is rung (without ringing the Then call person/team/app), select this checkbox.  

Save button

Click the orange Save button to save any changes that have been made to the receptionist. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Cancel link

Discards any changes that have been made to the receptionist, and returns you to the default App tab screen without saving. You will not be prompted to confirm the cancellation.  

  1. Click the orange Save button. You will receive confirmation of your changes in the top right corner of the screen.

  1. Changes are not active until they are published. See the “Publish Tab” section of this document for more information on publishing changes.

Billing Tab

Billing

The Jazinga Cloud appliance will allow you to configure up to 2 people, 2 teams, 4 phones, and 1 phone service for no additional charge. Beyond these limits, the system will prompt you to purchase a subscription. Purchasing any amount of additional personal licenses will unlock the limits on teams, phones, and phone services.

The default screen shown when the Billing tab is clicked shows your current Jazinga Cloud subscription details, if one exists. Otherwise, a message stating there are no active subscriptions is displayed.

Adding a Billing Subscription

When you have reached your maximum number of people, teams, phones, or phone services, the system will inform you with an information bar near the top of the screen. This message could be displayed on the People, Teams, Phones, or Phone Services pages.

Once you see this message, proceed with adding the required person, team, phone, or phone service. Once you are ready to publish your changes, follow the instructions below to setup your billing details:

  1. Click the Publish tab to load the default Publish view. There will be a message displayed regarding purchasing a subscription.

  1. Click the orange Subscribe Now button to load the billing information editor.

  1. All fields in bold text are required. Fill in all required fields. Note that the address fields should match the billing address on your credit card. Your card will not be billed at this time. The subscription process simply adds billing information for your account to the Jazinga Cloud service. You will be prompted to accept new user charges when you next publish your changes. When you are done filling out your subscription information, click the orange Subscribe button.  You will receive confirmation that your subscription information has been recorded.

  1. Click the blue Continue to Publish button. The Publish tab will be loaded.

  1. The Publish tab will show you any new monthly charges that will be added to your subscription, and on what date those new charges will be billed to the credit card that Jazinga has on file. Click the I agree to the update in monthly fees checkbox, and then click the orange Publish Changes button. The publishing process will proceed as normal.

  1. Wait for the publishing process to complete.

Your new subscription charges will be billed using the information you have just provided. Your next bill date is listed on the main Billing tab.

Editing Billing Details

If you have an active subscription and need to change your billing details, follow the instructions below.

  1. Click the Billing tab. This will show your current subscription details.

  1. Scroll to the bottom of the page and click the blue Change Billing Details button. This will load the billing details editor.

  1. Make any required changes to your billing details.
  2. Click the orange Update Subscription button. You will receive confirmation that your billing details have been updated.

The billing details that you provided will be used the next time your subscription is billed. Your next bill date is listed on the main Billing tab.

Billing History

To view a history of your billed subscriptions from Jazinga, follow the instructions below.

  1. Click the Billing tab. This will show your current subscription details.

  1. Click anywhere with the row of the invoice that you wish to view. The invoice will be received.

  1. To send a copy of the invoice to your default printer, click the blue Print button at the bottom of the page. Otherwise, click the blue Close button at the bottom of the page to return to the Billing History screen.

The Jazinga Cloud service maintains a complete history of all billing transactions. An invoice will never be deleted from the Jazinga Cloud service.

De-authorize

If you have an active Jazinga Cloud subscriptions, but your appliance will no longer be used, you will need to cancel your subscription. De-authorizing your Jazinga Cloud appliance cancels any active subscriptions that the appliance has.

De-authorizing a Jazinga Cloud appliance will disable the appliance. Once an appliance is de-authorized, you will not be able to make or receive phone calls through the appliance. Your configuration information is retained within the Jazinga Cloud service, and can be restored if the appliance is authorized again.

To de-authorize your Jazinga Cloud appliance, follow the instructions below.

  1. Click the Billing tab. This will show your current subscription details.

  1. Click the De-authorize tab to load the de-authorization confirmation screen.

  1. If you are willing, please fill out the Your Comments field with a bit of information on why you are no longer using the Jazinga Cloud service.
  2. Click the orange De-authorize button. A blank configuration will be pushed down to your appliance. The system will immediately de-authorize your appliance, and you will no longer be billed.

Your system is now de-authorized. You will no longer be billed for the Jazinga Cloud subscription that was associated with this appliance. You appliance will no longer be able to make or receive phone calls.

Publish Tab

Publish

Each time you make a change to your Jazinga Cloud appliance’s configuration, you must publish those changes before they become active on the appliance itself. For example, if you add a new phone service, you will not be able to make or receive calls through that phone service until you publish that change. The Publish tab allows you to publish any pending changes, discard pending changes, view a log of configuration changes, restart your Jazinga Cloud appliance, and reset the appliance to factory default settings.

The default screen shown when the Publish tab is clicked shows your appliance’s current publishing status. If there are changes to be published, the the Publish tab will be red, and there will be text on-screen indicating how many changes are pending.

For information on publishing changes, discarding changes, viewing a change history, and resetting or restarting the appliance, please see the sections below.

Publishing Changes

To publish any pending changes, follow the instructions below.

Publishing is a permanent action. All pending changes will be pushed to your Jazinga Cloud appliance when you proceed with the publishing process. This includes all newly added configurations, all deletions, and all changes. Once an addition, change, or deletion has been published, it cannot be reverted.

  1. Click the Publish tab. This will show your current publishing status.

  1. Click the Show # Unpublished Changes link to list all changes that are pending publication.

  1. Review the changes that are about to be published. Clicking on a listed change will take you to the editor page for the person, team, phone, phone service, or app that was changed. If you do not wish to publish the list of changes that are shown, you must discard your changes instead. See “Discard” in the “Publish Tab” section of this document for more information on discarding changes.
  2. When you are ready to publish your changes, click the orange Publish Changes button. A progress bar will be displayed.

  1. Wait for publishing to complete. A success message will be displayed on-screen once the process is finished.

  1. Click the orange Finished button to return to the Overview tab.

Discard

If you have saved a change that you no longer wish to publish, you may discard changes instead of publishing them. To discard changes, follow the instructions below.

Discarding changes drops all pending changes from the appliance. It is not possible to discard an individual change. If you have 20 changes pending, and you initiate the discard process, all 20 changes will be discarded.

Discarding changes is an action that cannot be undone. If change is discarded, that same change will need to be manually recreated if you wish to publish it.

  1. Click the Publish tab. This will show your current publishing status.

  1. Click the Show # Unpublished Changes link to list all changes that are pending publication.

  1. Review the listed changes carefully to ensure that they should be discarded, as this action cannot be undone.
  2. Click the Discard tab.

  1. Click the orange Discard Changes button. You will receive confirmation that changes were discarded in the top right corner of the screen.

Change History

Your Jazinga Cloud appliance maintains a complete history of all changes that have ever been made to it. History is maintained from the time that the appliance is first brought online, and is persistent (even after a factory reset). To view a history of changes that have been made to your appliance, follow the instructions below.

  1. Click the Publish tab. This will show your current publishing status.

  1. Click the Change History tab under the Publish tab to load the history of changes made to your Jazinga Cloud appliance.

  1. Use the numbered links or the << previous and next >> links at the top of the page to navigate through the history of changes. Changes are displayed in reverse chronological order, with the most recent changes listed on page 1.

Factory Reset

In the event that you need to completely clear the configuration of your Jazinga Cloud appliance, you may wish to reset the appliance back to factory default settings. This will place the appliance into the same state it was when it was first purchased. To reset your appliance to factory default settings, follow the instructions below.

Performing a factory reset is permanent. All people, teams, phones, phone services, and app customizations on your appliance will be permanently deleted. Any active billing subscriptions will be cancelled. These configurations cannot be restored once the factory reset action has been initiated. Once the factory reset is complete, you will need to accept the license agreement and recreate an administrative user before you can begin using your appliance again. If billing information was present before the reset, it will need to be re-entered.

  1. Click the Publish tab. This will show your current publishing status.

  1. Click the Factory Reset tab. You will be asked to confirm the reset action.

  1. Read the warning regarding the factory reset procedure carefully.
  2. When you are ready to proceed with the factory reset, click the red Erase All Configuration button. After a few seconds, you will receive confirmation that the appliance has been factory reset.

  1. To begin configuring the appliance again, visit cloud.jazinga.com/start.

Restarting the Appliance

In the event of a technical problem, it may be necessary to reboot your Jazinga Cloud appliance. This is typically not required, and should only be done in the course of troubleshooting a technical issue. To restart your appliance, follow the instructions below.

  1. Click the Publish tab. This will show your current publishing status.

  1. Click the Force Restart link located to the right of the Publish Changes button. This will load the Force Restart page.

  1. Click the orange Publish Changes button to begin the publishing process which will restart the software running on the appliance. A progress bar will be displayed.

  1. Wait for the restart process to complete. A success message will be displayed on-screen once the software restart is finished.

  1. Click the orange Finished button to return to the Overview tab.

User Portal

The Jazinga Cloud user portal is a website that the people configured on your appliance can use to change their own extension settings. The user portal allows people to change their own alternate number forwarding settings, change how long calls ring their phones before timing out, and record their outgoing voicemail greetings.

Each person that is configured on your Jazinga Cloud appliance is able to log into the user portal using their own username and password. The password is created by the person when they are first added to the appliance. Each person that is configured on your Jazinga Cloud appliance will receive an email as soon as they are added.

When the user clicks on the link in the email they received, they will be asked to create a password for their account. Once a password has been created, a person can log into cloud.jazinga.com at any time using their email address and the password that they created.

For a complete set of instructions on how to make use of the Jazinga Cloud user portal, please see the “User Portal User Manual” at jazinga.com/support/docs.

Mobile Apps

Mobile Apps Platforms

Jazinga provides mobile apps for iOS and Android platforms. These apps allow your mobile to act as a desk phone would. Your can use your mobile to make and receive calls through your Jazinga Cloud appliance, conference in other callers, transfer active calls to other people, and record your voicemail greetings.

iOS (iPhone, iPod Touch, iPad Running iOS 5 and Higher)

System Requirements

The Jazinga iOS app requires an iPhone, iPod Touch, or iPad running iOS 5 or higher. iOS versions prior to version 5 are not supported.

Installing and Configuring the Jazinga iOS App

To setup your iPhone, iPod Touch, or iPad with the Jazinga iOS app, follow the instructions below.

  1. On your iOS device, launch the Apple App Store, search for “Jazinga”, and install the Jazinga Inc. app. Alternatively, you may visit jazinga.com/download/ios from any PC or Mac with iTunes installed to download the app into iTunes and sync it to your iOS device.
  2. If you have not already set a password for your Jazinga Cloud account, you must do so now. To set a password on your Jazinga Cloud account, follow the steps below:
  1. Navigate to cloud.jazinga.com using your web browser.
  2. Click the Can’t access your account? link.
  3. Enter your email address in the Email address textbox.
  4. Click the orange Reset My Password button.
  5. You will receive an email from Jazinga with a password reset link in it. Click on the link that you received.
  6. You will be prompted to create a new password for yourself. Enter a new password in both the New password and Confirm password textboxes.
  7. Click the orange Change My Password button.
  1. Launch the Jazinga app on your iOS device.
  2. When prompted, enter your email address and password, and tap the green Sign In button.

 

The Jazinga iOS app is now configured for your extension, and will provide you with a dialpad similar to the iPhone’s built-in Phone application. You will be able to use the iOS app to make and receive phone calls through your Jazinga Cloud appliance.

Jazinga is aware of a software bug that may cause your iOS app to stop receiving phone calls when your extension is dialed. When the iOS device goes to sleep (the screen shuts off), the Jazinga iOS app may disconnect from your Jazinga Cloud appliance. After a few minutes, the app will realize that it has been disconnected, and will re-connect, only to disconnect again a few minutes later. This problem is being worked on by the Jazinga development team. In the meantime, if you are expecting a call it is recommended that you leave the Jazinga iOS app running in the foreground with the screen of your device turned on.

For more information on how to use the iOS app, please see “Using the Jazinga iOS App” in the “iOS (iPhone, iPod Touch, iPad Running iOS 5 of Higher)” section of this document.

Using the Jazinga iOS App

The Jazinga iOS app is designed to look and act like the familiar Phone app built into the iPhone. You can use the app to make and receive phone calls through your Jazinga Cloud appliance. As long as the app is running, either in the foreground or the background, your iOS device will ring when someone dials your extension. If you use the app to make an outbound call, the phone call will be routed through your Jazinga Cloud appliance, and will be billed to the phone service you have setup on the appliance (not to your mobile).

Instructions for utilizing each part of the app are listed in the sections below. Prior to using the iOS app, you must have the app installed and signed in. If you have not already installed the app and signed in, please see “Installing and Configuring the Jazinga iOS App” in the “iOS (iPhone, iPod Touch, iPad Running iOS 5 of Higher)” section of this document.

Dial Screen

The Dial screen can be accessed by tapping the Dial tab near the bottom right corner of the app. The screen provides a number pad for dialing phone numbers, as well as a button to add a new contact to your device’s contact database.

 

To place a call, tap the numbers on-screen to type out the phone number you wish to call, then tap the green Call button. If you would like to add the number you have typed out to the contact book on your iOS device, click the Add Contact button (the button to the left of the Call button) after you have finished typing the number. As the Jazinga iOS app turns your iOS device into an extension on your Jazinga Cloud appliance, you can use the app to directly dial other extensions on the system.

Once you are on a call, 6 new buttons will appear on-screen:

Mute

Displays the number pad to enable you to navigate touch tone voice menu systems. Tap the Done button below the dialpad to hide the pad again.

Dialpad

Displays the number pad to enable you to navigate touch tone voice menu systems. Tap the Hide Dialpad button while the number pad is displayed on-screen to hide the pad.

Speaker

Places the call onto your iOS device’s speakerphone.

Add Call

Allows you to conference a third person into the call. You will be prompted to manually enter a number to conference in, or to choose a stored contact.

Transfer

Transfers the call to another extension or external phone number. You will be prompted to manually enter a number to transfer the call to, or to choose a stored contact to receive the call.

Hold

Places the call on hold. While a call is on hold, press the Hold button again to resume the call.

End

End the call.

Contacts

The Contacts tab shows the iOS device’s built-in contact book. This is the same screen you would see if you were to launch the iOS Contacts app that is preloaded onto all iOS devices.

Recents

The Recents tab shows a list of all recent incoming, outgoing, and missed calls. If you have a contact stored for the number you dialed, or the number that called you, the contact’s name will be shown. If no contact exists, the number you dialed or the caller ID of the person who called you will be shown.

 

Tapping on the blue arrow to the right of any entry in the Recents tab will display details about that call, including call duration and date. If the other party is not already in your address book, this screen will also allow you to create a new contact for this person, or add their number to an existing contact.

Favorites

The Favorites tab allows you to select a set of contacts that you frequently call. You can then quickly place calls to those contacts by tapping the Favorites tab and tapping the name of the contact (instead of having to search through your entire contact book each time). The Favorites tab shares the same set of contacts as the built-in iOS Phone app. If you add a favorite contact under the Phone app, it will be present on the Favorites tab in the Jazinga app. Favorite contacts added in the Jazinga app will be present on the Favorites tab of the Phone app.

Settings

The Settings tab allows you to change various options within the Jazinga iOS app.

 

Settings are split into 4 categories. All settings are explained below.

Account

Email Address

Allows you to change the email address you are using to log into the Jazinga iOS app. You will be prompted for your password if you change this option.

Sign In Automatically

When set to On, the Jazinga iOS app will not ask you for your email address or password when it is launched. If this option is turned Off, you will be asked for your password each time you launch the app.

Call Option

Default to Speaker

When set to On, call audio will be routed to your iOS device’s speakerphone by default. When set to Off, audio will be sent to your device’s earpiece.

Dial Sounds

When set to On, you will hear a touch tone each time you press a button on the dialpad. Note that this does not affect your ability to use touch tone menu systems. If Dial Sounds are turned off, a touch tone will be played to the other side of the call when you push a dialpad button, but you will not hear the same tone played on your side of the call.

Record Greetings

Unavailable

Allows you to record your outgoing voicemail greetings. Tap this button to place a call to your Jazinga Cloud appliance, and you will then be given audio instructions for recording your greeting. The Unavailable button will record the message played to callers who reach your voice mailbox when your phone rings, but is unanswered.

Busy

Allows you to record your outgoing voicemail greetings. Tap this button to place a call to your Jazinga Cloud appliance, and you will then be given audio instructions for recording your greeting. The Busy button will record the message played to callers who reach your voice mailbox when you are already on the phone.

Name

Allows you to record your outgoing voicemail greetings. Tap this button to place a call to your Jazinga Cloud appliance, and you will then be given audio instructions for recording your greeting. The Name button will record your name, played to callers who are use the dial-by-name directory app. If you do not record your name, a person searching for you will hear the letters of your name spelled out when using this app.

Logout

Logs you out of the iOS app and returns you to the login screen. You will not be able to make or receive calls using the app until you log back in.

Android (2.3 “Gingerbread” and Higher)

System Requirements

The Jazinga Android app requires an mobile phone or tablet running Android 2.3 “Gingerbread” or higher. Android versions prior to 2.3 “Gingerbread” are not supported.

Installing and Configuring the Jazinga Android App

To setup your Android device with the Jazinga Android app, follow the instructions below.

  1. On your computer, navigate to jazinga.com/download/android, click the blue Install button, select your Android device from the dropdown list in the pop-up window, then click green Install button. The Jazinga Android app will download to your device shortly.
  2. If you have not already set a password for your Jazinga Cloud account, you must do so now. To set a password on your Jazinga Cloud account, follow the steps below:
  1. Navigate to cloud.jazinga.com using your web browser.
  2. Click the Can’t access your account? link.
  3. Enter your email address in the Email address textbox.
  4. Click the orange Reset My Password button.
  5. You will receive an email from Jazinga with a password reset link in it. Click on the link that you received.
  6. You will be prompted to create a new password for yourself. Enter a new password in both the New password and Confirm password textboxes.
  7. Click the orange Change My Password button.
  1. Launch the Jazinga app on your Android device.
  2. When prompted, enter your email address and password, and tap the green Sign In button.

 

The Jazinga Android app will take a few moments to configure itself, displaying the message Configuring SIP profiles at the bottom of the screen. When this message disappeares, the app is configured for your extension, and will provide you with a dialpad. You will be able to use the Android app to make and receive phone calls through your Jazinga Cloud appliance.

For more information on how to use the Android app, please see “Using the Jazinga Android App” in the “Android (2.3 “Gingerbread” and Higher)” section of this document.

Using the Jazinga Android App

You can use the Jazinga Android app to make and receive phone calls through your Jazinga Cloud appliance. As long as the app is running, either in the foreground or the background, your Android device will ring when someone dials your extension. If you use the app to make an outbound call, the phone call will be routed through your Jazinga Cloud appliance, and will be billed to the phone service you have setup on the appliance (not to your mobile).

Jazinga’s Android app requires a constant data connection in order to receive calls. Some Android devices come with options to disable wifi and mobile data connections when the device is not in use. If the wireless connection that you are using to connect to your Jazinga Cloud appliance is turned off when your Android device is idle, you will not be able to receive calls through the mobile app. It is recommended that you leave all data connections turned on at all times when making use of the Jazinga Android app.

Instructions for utilizing each part of the app are listed in the sections below. Prior to using the Android app, you must have the app installed and signed in. If you have not already installed the app and signed in, please see “Installing and Configuring the Jazinga Android App” in the “Android (2.3 “Gingerbread” and Higher)” section of this document.

Dial Screen

The Dial screen is the default screen shown when the app is logged in. It can also be accessed by pushing the telephone handset button, located in the top left corner of the screen, from any other screen within the application. The screen provides a number pad for dialing phone numbers.

 

To place a call, tap the numbers on-screen to type out the phone number you wish to call, then tap the phone handset button, located in the center of the screen below the dialpad. Alternatively, you may tap the txt button, located in the lower right corner of the app, to select a contact from your Android device’s contact book to call. As the Jazinga Android app turns your Android device into an extension on your Jazinga Cloud appliance, you can use the app to directly dial other extensions on the system, in addition to external phone numbers.

Once you are on a call, 9 new buttons will appear on-screen:

Dialpad

Displays the number pad to enable you to navigate touch tone voice menu systems. Tap the Done button below the dialpad to hide the pad again.

Technical Information

Displays technical information about your app’s connection to your Jazinga Cloud appliance. You may be asked to provide this technical information to a Jazinga support representative if you are having difficulties making phone calls using the Jazinga Android app. You will not need to use this button under normal circumstances.

Call Transfer and Hold

Loads a menu that allows you to end the call, transfer the call, or place the call on hold. A call that is on hold will shrink in size and slide to the right side of the screen. To retrieve a call that is on hold, tap the Call Transfer and Hold button again, then tap Resume. When transferring a call, you will be shown a text box and the list of contacts that are stored on your Android device. To manually enter a phone number or extension, tap inside the textbox. Otherwise, tap a contact from the list to transfer the call to that contact.

Hangup

End the call.

Speakerphone

Places the call onto your Android device’s speakerphone. Tap the Speakerphone button again while on speakerphone to return the call to your Android device’s earpiece.

Mute

Mutes your outgoing audio. You will still be able to hear what the other person on the call is saying, but they will not be able to hear you. Tap the Mute button again while you are muted to unmute your audio.

Bluetooth

Sends call audio to a bluetooth headset, if one is connected.

Conference

Allows you to conference in a third person. Tapping this button will load a text box and the list of contacts that are stored on your Android device. To manually enter a phone number or extension, tap inside the textbox. Otherwise, tap a contact from the list to conference in that contact.

Volume Settings

Provides echo cancellation options, as well as volume sliders for your microphone and earpiece, speaker, or bluetooth headset (depending on which device is playing the call’s audio). Drag the volume sliders to the left to lower the volume, drag them to the right to increase the volume. The Echo Cancellation option is enabled by default, and this is usually a good option to leave turned on. If you experience problems with the beginnings or ends of sentences being cut off, you may wish to disable echo cancellation.

History

The History icon looks like a clock, and is the button second from the right at the very top of the screen. The History tab shows a list of all recent incoming, outgoing, and missed calls. If you have a contact stored for the number you dialed, or the number that called you, the contact’s name will be shown. If no contact exists, the number you dialed or the caller ID of the person who called you will be shown.

Tapping on the telephone handset icon to the right of any entry in the History tab will place a call to that entry’s number using the Jazinga Android app.

Favorites

The Favorites icon looks like a star, and is the button third from the left at the very top of the screen. The Favorites tab allows you to select a set of contacts that you frequently call. You can then quickly place calls to those contacts by tapping the Favorites tab and tapping the name of the contact (instead of having to search through your entire contact book each time).

Alerts

The Alerts icon looks like a triangle with an exclamation point inside of it, and is the button furthest to the right at the very top of the screen. The Alerts icon is only present when there are new alerts that have not yet been read. The Alerts tab will show you any settings within the app that may cause you problems with making or receiving calls, and offer solutions to avoid those problems.

Settings

Settings for the Jazinga Android app are accessed by tapping your Android device’s menu key (typically a physical “hard” button, or an always-present “soft” button located above or below the device’s screen), and then tapping Settings in the pop-up menu.

 

Tap on the name of a category to configure all settings within it. All available settings are described below.

Audio

Audio Quality

Echo Cancellation

When this option is enabled, the Jazinga app will try to correct any echo that is detected on your calls. This option is enabled by default, and typically improves call quality. However, some Android devices may experience drop outs of call audio with the Echo Cancellation option enabled. If you experience audio drop outs, try disabling this option.

Misc

Auto connect bluetooth

When this option is enabled, call audio will be routed to a connected bluetooth headset by default instead of to the device’s built-in earpiece. You must ensure that a bluetooth headset is connected for this option to work properly, or call audio will not be present when you make or receive a call.

Auto connect rear speaker

When this option is enabled, call audio will be routed to the rear speaker of your Android device instead of to the device’s built-in earpiece. Some Android devices present their headphone jack to the Jazinga app as their “earpiece”. If call audio is being routed to your headphones instead of to your speaker on a tablet style Android device, try enabling this option to correct the problem.

Auto detect speaker usage

Some Android devices have multiple speakerphones. Enabling this option will allow the Jazinga app to detect the orientation of your Android device and will direct call audio to the speaker that is less likely to be covered or obstructed.

User Interface

General User Interface

Ringtone

Allows you to select a ringtone that your Android device will play when your extension is called.

Dialing tone feedback

When enabled, touching a button on the dialpad will play an audible touch tone.

Dialing vibrate feedback

When enabled, touching a button on the dialpad will generate a small vibration. This is often called “haptic feedback”.

Don’t use slide answer

When enabled, an incoming call will show two large buttons on-screen (Answer and Decline) instead of the default slide-to-answer and slide-to-decline sliders.

Prevent screen rotation

When enabled, the screen will not rotate when the device is physically rotated left or right.

Troubleshooting

Jazinga Cloud Website

Jazinga Cloud “start” website does not detect appliance

The Jazinga Cloud start website (cloud.jazinga.com/start) looks for Jazinga Cloud appliances that are on the same network as your PC. When an appliance first comes online, it checks in with the Jazinga Cloud service to receive licensing information. The start website is simply determining if any appliances have checked in with the cloud service from the same internet connection as your PC is using. If the start website cannot find your appliance, this typically means that the appliance does not have an internet connection, and cannot check in with the Jazinga Cloud service.

Please try the following steps to troubleshoot this issue:

  1. Double-check the connections on your Jazinga Cloud appliance. The power port should be firmly connected to an electrical outlet. The network port should be connected to your network switch or router. Please see “Connecting the Appliance to Your Network” for information on how to connect the Jazinga Cloud appliance to your network. If your appliance is correctly connected, proceed to the next step.
  2. Wait a few minutes. The Jazinga Cloud appliance takes about 90 seconds to start up from the time that it is first plugged into power. However, several factors can slow down the system’s ability to perform a check in with the Jazinga Cloud service. If you have recently plugged the appliance into power, try waiting 5 minutes before accessing the start website again. If you have allowed adequate time for the appliance to power up, proceed to the next step.
  3. Reset the appliance. Unplug power from the appliance, wait 30 seconds, and then plug the appliance back in. Wait another 2 minutes, then try visiting the start page again.

Unable to reach the Jazinga Cloud website

The Jazinga Cloud website is located at cloud.jazinga.com. You must be able to access this website in order to configure your appliance. The Jazinga Cloud website does not make use of any special plugins or browser add-ons (such as Oracle Java or Adobe Flash).

If you are unable to access the Jazinga Cloud website, please try the following steps to troubleshoot:

  1. Ensure that you have an internet connection. Sometimes, a web browser can copy websites to your computer to make them load faster the next time they are visited. This often makes it appear that you are connected to the internet when you are actually offline. Try visiting multiple different websites to see if any of them load. If you do not have an internet connection, contact your internet service provider to resolve the issue before proceeding with configuring your Jazinga Cloud appliance. If your internet connection is working properly, , proceed to the next step.
  2. Ensure that you are using a modern web browser. This means using a recent version of Google Chrome, Mozilla Firefox, Apple Safari, Opera, or Microsoft Internet Explorer. If you are using a modern browser, proceed to the next step.
  3. Double-check the address that you are typing. The address must be cloud.jazinga.com (there is no “www” in front of the web address). If you have verified the address, proceed to the next step.
  4. Ensure that you are typing the address into your address bar, and not your search box. In Google Chrome and recent versions of Internet Explorer, these two boxes are same. In Mozilla Firefox, Apple Safari, and Opera, the search box and the address bar are separate fields. On these browsers you must ensure that you are typing the address into the address bar and not the search box. If you are certain that you are typing the address into the correct location within your browser, proceed to the next step.
  5. Try prefixing the address with “http://”. Certain network configurations can cause problems when trying to visit a website that does not start with “www” or “http://”. Try using http://cloud.jazinga.com in the address bar of your browser to see if this corrects the problem.

Phones Local to the Jazinga Cloud Appliance

Phone(s) not being detected by the Jazinga Appliance

If you plug a VoIP desk phone into the same network as your Jazinga Cloud appliance, but the phone does not show up when configuring the appliance, try following the steps below to resolve the issue:

  1. Ensure that the phone is supported by the Jazinga Cloud appliance. Any phone that supports the SIP protocol can be configured to work your appliance, but only certain phones are automatically provisioned. For a list of phones that can be automatically provisioned, please see the “Supported Phones” document at  jazinga.com/support/phones. If your phone is supported, proceed to the next step.
  2. Ensure that the Jazinga Cloud appliance was online before the phone was plugged in. When a phone is first plugged into the network, it sends out specific pieces of information that your appliance is listening for. If the appliance is not plugged in when a phone first comes online, the appliance never receives this information and the phone will not be provisioned. If a phone was plugged in before your appliance was online, simply unplug the phone from power, ensure your Jazinga Cloud appliance is online, then plug the phone back into power. If the appliance was already online before the phone was plugged in, proceed to the next step.
  3. Wait several minutes. The phone detection process often requires rebooting a phone once or twice. Depending on the make and model of phone, this can be a process lasting 3 minutes or more per reboot. If a phone has online just been plugged into your network, try waiting several minutes for the phone to be detected and rebooted by the Jazinga Cloud appliance. If you have allowed adequate time for the phone to be detected, proceed to the next step.
  4. Ensure that the phone is on the same network as the Jazinga Cloud appliance. Your appliance can only detect phones that are on the same physical network. If the phone is plugged into the same physical network as the Jazinga Cloud appliance, proceed to the next step.
  5. Reset the phone to factory default settings. Your Jazinga Cloud appliance

Phone cannot receive an incoming call (the phone does not ring)

To troubleshoot a phone that does not ring when its extension is dialed, please try the following:

  1. Ensure that you have assigned the phone to a person, either from the People tab or the Phones tab. See the “Adding and Editing People” and “Adding and Editing Phones” sections of this document for information on assigning a phone to a person. If the phone is correctly assigned to a person, proceed to the next step.
  2. Ensure that the phone does not have its “do not disturb” feature enabled. Most phones have a button that will toggle the phone’s do not disturb function. When this function is enabled, the phone will not ring when it is called. Please see your phone’s user manual for instructions on disabling the do not disturb feature. If you have validated that you phone’s do not disturb feature is not enabled, proceed to the next step.
  3. Check the Status column for the phone in question on the Phones tab of cloud.jazinga.com. Any status other than “OK” means that the phone is not communicating with the Jazinga Cloud appliance correctly. Please see “Phones” in the “Appendix A: Statuses” section of this document for more information on phone statuses, and information on how to troubleshoot a phone with a bad status.

Phone cannot answer an incoming call (phone rings, but there is no audio when the call is answered)

If a phone has no audio or one-way audio when receiving a call, follow the steps below to troubleshoot:

  1. Determine if the problem is affecting more than one phone. If only a single phone is affected, the problem likely lies with that phone itself. If multiple phones are affected, proceed to the next step. Otherwise, follow the steps below to troubleshoot the affected phone:
  1. Verify that the correct type of output is selected (for example, handset, headset, or speakerphone). Please refer to your phone’s user manual for information on changing output methods.
  2. Verify that the phone is not muted. Please refer to your phone’s user manual for information on volume control.
  3. Try using another output method (switching from handset to speakerphone, for example) to determine if the one output method is malfunctioning on that phone.
  1. Determine if the problem occurs when calling between two internal/local phones. Audio issues are almost always the result of a firewall or router blocking the VoIP traffic required for a phone call to occur. In the case of this problem occurring with internal phones, it is likely that the physical setup of the Jazinga Cloud appliance is not correct. The Jazinga Cloud appliance should be on the same network as your phones, and there should not be any firewalls or routers between them. Please refer to the “Connecting the Appliance and Phones to Your Network” section of this document for more information on the required physical setup of your network. If you have verified that your physical setup is correct, and there are no firewalls or routers between your phones and your Jazinga Cloud appliance, proceed to the next step.
  2. Forward the required ports on your router to your Jazinga Cloud appliance. The appliance must be able to communicate on ports 5060 and 10000 through 20000, using both TCP and UDP transport types. Please refer to “Port Forwarding” under the “Appendix B: Networking” section of this document for more information on port forwarding.

Phone cannot place outbound call (fast busy tone, or “all circuits are busy” message is heard)

If a phone is unable to make outbound calls, follow the steps below to troubleshoot:

  1. Determine if the problem is affecting more than one phone. If only a single phone is affected, the problem likely lies with that phone itself. If the problem is affecting multiple phones, proceed to the next step. Otherwise, try to resolve the problem with the affected phone by performing the steps below.
  1. Reboot the affected phone by unplugging the phone from power for 30 seconds, then plugging the phone back in.
  2. Allow the phone to fully boot, then try making calls again.
  3. Verify that the phone is assigned to the correct person by checking the Phones tab of the Jazinga Cloud interface.
  4. If you made any assignment changes, be sure to publish your changes. See the “Publish Tab” section of this document for more information on publishing changes.
  5. If you made any assignment changes, the phone will reboot. Allow time for the affected phone to reboot, then try making calls again.
  6. Delete the phone from the Phones tab of the Jazinga Cloud interface.
  7. Reset the phone to factory defaults. Please see the phone’s user manual for information on resetting the phone to factory default settings.
  8. Re-assign the phone to the correct person.
  9. The phone will reboot. Allow the phone to fully boot, then try making calls again.
  1. Determine if you are able to call between extensions. If you are unable to call both external numbers and local extensions, the problem is likely with the Jazinga Cloud appliance itself. If you are able to call other extensions, proceed to the next step. Otherwise, try to resolve the problem with your appliance by performing the steps below.
  1. Reboot the appliance by unplugging it from power for 30 seconds, then plugging it back in again.
  2. Wait 90 seconds for the appliance to boot, then test making outbound calls again.
  1. Check the Phone Services tab for the value of the Status column. If the phone service you are trying to use for outbound calls has any status other than Registered / OK, then the phone service is experiencing issues. If your phone service has a bad status, see “Phone Services” under the “Appendix A: Statuses” section of this document for troubleshooting information.

Remote Phones

Remote phone connectivity test failing

The remote phone connectivity test is located on the Remote Phones tab under the Phones tab. This test attempts to place a call to your Jazinga Cloud appliance. If the call is successful, the quality of the call is analyzed for any problems. Follow the instructions below to troubleshoot a failure of the remote phone connectivity test:

  1. Forward TCP/UDP ports 5060 and 10000 through 20000 from your router to your Jazinga Cloud appliance. Please refer to “Port Forwarding” under the “Appendix B: Networking” section of this document for more information on port forwarding. If you have already forwarded the correct ports, proceed to the next step.
  2. Ensure that you have adequate bandwidth on your internet connection. VoIP calls use about 100 kilobits of both upload and download bandwidth. Each active call will require this same amount of bandwidth (for example, having 5 active calls would require 500 kilobits of download bandwidth and 500 kilobits of upload bandwidth). Typically, upload bandwidth is much more limited than download bandwidth. A somewhat small upload from a computer on your network could still monopolize your internet connection and cause the connectivity test to fail. Speak with your internet service provider to determine how much bandwidth you have available to you.

Phone(s) not being detected by the Jazinga Cloud Appliance

To automatically provision a VoIP desk phone, the phone must be plugged into the same network as the Jazinga Cloud appliance. A phone that is located at a remote location will not be detected. In order to provision a remote phone, connect the phone to the same network as your appliance, and configure the phone as you normally would (see “Adding and Editing Phones” under the “Phones Tab” section of this document for more information on provisioning phones). Once the phone is provisioned it may be moved to the remote location. No additional configuration is required when the phone is moved to a remote location.

Phone cannot receive an incoming call (the phone does not ring)

To troubleshoot a remote phone not ringing when it is dialed, follow the instructions below.

  1. Ensure that an active internet connection is present at the remote location. From a computer that is on the same network as the remote phone, try accessing the internet and verify that a connection is present. If your internet connection is working correctly, proceed to the next step.
  2. If the phone is a desk phone, ensure that the phone was provisioned before being moved to a remote location. If the phone was correctly provisioned before being moved, proceed to the next step.
  3. Ensure that you have assigned the phone to a person, either from the People tab or the Phones tab. See the “Adding and Editing People” and “Adding and Editing Phones” sections of this document for information on assigning a phone to a person. If the phone is correctly assigned to a person, proceed to the next step.
  4. Ensure that the phone does not have its “do not disturb” feature enabled. Most phones have a button that will toggle the phone’s do not disturb function. When this function is enabled, the phone will not ring when it is called. Please see your phone’s user manual for instructions on disabling the do not disturb feature. If you have verified that the phone’s do not disturb feature is disabled, proceed to the next step.
  5. Check the Status column for the phone in question on the Phones tab of cloud.jazinga.com. Any status other than “OK” means that the phone is not communicating with the Jazinga Cloud appliance correctly. Please see “Phones” in the “Appendix A: Statuses” section of this document for more information on phone statuses, and information on how to troubleshoot a phone with a bad status. If your phone has a status of “OK”, proceed to the next step.
  6. Check for and disable the SIP proxy or SIP ALG feature on your router. Please see “SIP Proxies and SIP ALG” under the “Appendix B: Networking” section of this document for information on disabling SIP proxy and SIP ALG features.

Phone cannot answer an incoming call (phone rings, but there is no audio when the call is answered)

To troubleshoot a remote phone that is experiencing one-way or no audio on phone calls, follow the instructions below.

  1. Verify that the correct type of output is selected (for example, handset, headset, or speakerphone). Please refer to your phone’s user manual for information on changing output methods. If you have verified that the correct output method is being used, proceed to the next step.
  2. Try using another output method (switching from handset to speakerphone, for example) to determine if the one output method is malfunctioning on that phone. If you have verified that there is no audio by using multiple output methods on the same phone, proceed to the next step.
  3. Verify that the phone is not muted. Please refer to your phone’s user manual for information on volume control. If you have verified that the phone is not muted, proceed to the next step.
  4. Check for and disable the SIP proxy or SIP ALG feature on your router. Please see “SIP Proxies and SIP ALG” under the “Appendix B: Networking” section of this document for information on disabling SIP proxy and SIP ALG features.

Phone cannot place outbound call (fast busy tone, or “all circuits are busy” message is heard)

In most cases, a remote phone should behave the same way as a local phone when placing outbound calls. As such, troubleshooting an outbound call from a remote phone simply requires finding the root cause of the problem and then following the instructions to correct that problem. To determine the root cause of a remote phone that cannot place outbound calls, follow the instructions below.

  1. Use another VoIP phone that is connected to your Jazinga Cloud appliance to place a test call to the affected phone. If the phone does not ring, please follow the instructions under the “Phone cannot receive an incoming call (the phone does not ring...” section of this document above. If the phone rings, but has one-way or no audio, please follow the instructions under the “Phone cannot answer an incoming call (phone rings, but there...” section of this document above. If the phone can receive inbound calls without any issue, proceed to the next step.
  2. Test making outbound calls from phones that are local to the Jazinga Cloud appliance. If all phones are affected by the problem, please follow the instructions in “Phone cannot place outbound call (fast busy tone, or “...” under the “Phones Local to the Jazinga Cloud Appliance” section of this document. If the remote phone is the only affected device, proceed to the next step.
  3. Ensure that your router does not block TCP/UDP ports 5060 and 10000 through 20000. Please refer to “Port Forwarding” under the “Appendix B: Networking” section of this document for more information on required open ports on your firewall. If you have already verified that your router is not blocking the required ports, proceed to the next step.
  4. Check for and disable the SIP proxy or SIP ALG feature on your router. Please see “SIP Proxies and SIP ALG” under the “Appendix B: Networking” section of this document for information on disabling SIP proxy and SIP ALG features.

External and Alternate Numbers

Calls to an external/alternate number have no audio

Audio issues with forwarded calls are almost always related to the router or internet connection that sits in front of the Jazinga Cloud appliance. To troubleshoot audio issues with calls to external or alternate numbers, follow the instructions below.

  1. Forward TCP/UDP ports 5060 and 10000 through 20000 from your router to your Jazinga Cloud appliance. Please refer to “Port Forwarding” under the “Appendix B: Networking” section of this document for more information on port forwarding. If you have already forwarded the required ports to your appliance, proceed to the next step.
  2. Check for and disable the SIP proxy or SIP ALG feature on your router. Please see “SIP Proxies and SIP ALG” under the “Appendix B: Networking” section of this document for information on disabling SIP proxy and SIP ALG features. If you have already disabled the SIP proxy or SIP ALG feature on your router, proceed to the next step.
  3. Ensure that you have adequate bandwidth on your internet connection. VoIP calls use about 100 kilobits of both upload and download bandwidth. Each active call will require this same amount of bandwidth (for example, having 5 active calls would require 500 kilobits of download bandwidth and 500 kilobits of upload bandwidth). For a forwarded call, twice as much bandwidth is used (100 kilobits to receive the call, and 100 kilobits to redirect that call to an external number, for a total of 200 kilobits of both upload and download bandwidth). Having several active forwarded calls can quickly consume an entire internet connection and cause audio issues. Check with your internet service provider to determine how much bandwidth is available to you.

External/alternate number is not ringing when expected

When editing the details for a person, you have the ability to enter an external number for that person in the Alternate Number field. You also have the ability to add an external phone number from the Phones tab, which can then be associated with any person. With default configurations, both of these options will behave in the same way; The number you entered will be rung at the same time as all other phones associated with this person. For numbers added as separate phones from the Phones tab, this behavior will always be the case, and cannot be changed.

For external numbers that are entered into the Alternate Number field when editing a person’s details, it is possible to configure when that number is rung. For information on configuring this option, please see “Advanced People Settings” under the “Adding and Editing People” section of this document.

Calls to an external number reach the external number’s voicemail box

When a call is sent to an extension, all phones associated with that extension are rung. This includes external numbers associated with that extension. The call is sent to whichever phone reports that the call has been “answered” first. In the case of external numbers, an “answered” signal is received both when a live person answers the phone, as well as when the call is sent to voicemail. This means that if a call sent to an external number ends up at the external number’s voicemail system, the Jazinga Cloud appliance will receive a signal that the call has been answered, and the caller will be connected to the external number’s voicemail.

To avoid this, reduce the value of the Ring Duration field under Advanced Settings for the affected person. If the ring duration is less than the amount of time it takes the external phone to send a call to voicemail, then the Jazinga Cloud appliance will stop ringing the external phone number before voicemail is reached. If the call is not answered by any phone, it will be sent to the person’s Jazinga Cloud voicemail, if enabled. For example, if it takes 25 seconds for a phone call to reach your external phone number’s voicemail, setting your Ring Duration to 22 seconds will ring the external number for 22 seconds, and then stop before the external number’s voicemail system is reached. Please see “Advanced People Settings” under the “Adding and Editing People” section of this document for information on the Ring Duration setting.

Phone Services

Unable to receive incoming calls

If a phone call never reaches your Jazinga Cloud appliance at all, follow the instructions below to troubleshoot:

  1. Check the Status column for the phone service in question on the Phone Services tab of cloud.jazinga.com. Any status other than “Registered / OK” means that the phone service is not communicating with your phone service provider correctly. Please see “Phone Services” in the “Appendix A: Statuses” section of this document for more information on phone service statuses, and information on how to troubleshoot a phone with a bad status. If your phone service has a status of “Registered / OK”, proceed to the next step.
  2. Determine how much progress the call is able to make. Temporarily direct inbound calls from the affected phone service to the auto attendant app and place a test call from an external phone to your phone number. If you do not hear your auto attendant message, proceed to the next step. Otherwise, try the following to narrow down the cause of the issue further:
  1. While listening to the auto attendant message, try dialing an extension. If the phone that you dialed rings, proceed to the next step. If the phone does not ring, please follow the instructions under “Phone cannot receive an incoming call (the phone does not ring...” in the “Phones Local to the Jazinga Cloud Appliance” section of this document.
  2. Repeat the test of calling your phone number and dialing an extension. Answer the call. If the call has one-way or no audio, please follow the instructions under “Phone cannot answer an incoming call (phone rings, but there...” under the “Phones Local to the Jazinga Cloud Appliance” section of this document.
  1. Forward TCP/UDP ports 5060 and 10000 through 20000 from your router to your Jazinga Cloud appliance. Please refer to “Port Forwarding” under the “Appendix B: Networking” section of this document for more information on port forwarding. If you have already forwarded the required ports to your appliance, proceed to the next step.
  2. Check for and disable the SIP proxy or SIP ALG feature on your router. Please see “SIP Proxies and SIP ALG” under the “Appendix B: Networking” section of this document for information on disabling SIP proxy and SIP ALG features. If you have already disabled the SIP proxy or SIP ALG feature on your router, proceed to the next step.
  3. Ensure that you have adequate bandwidth on your internet connection. See “Bandwidth” under the “Appendix B: Networking” section of this document for information on bandwidth requirements.

Unable to place outbound calls (fast busy tone, or “all circuits are busy” message is heard)

  1. Check the Status column for the phone service in question on the Phone Services tab of cloud.jazinga.com. Any status other than “Registered / OK” means that the phone service is not communicating with your phone service provider correctly. Please see “Phone Services” in the “Appendix A: Statuses” section of this document for more information on phone service statuses, and information on how to troubleshoot a phone with a bad status. If your phone service has a status of “Registered / OK”, proceed to the next step.
  2. Forward TCP/UDP ports 5060 and 10000 through 20000 from your router to your Jazinga Cloud appliance. Please refer to “Port Forwarding” under the “Appendix B: Networking” section of this document for more information on port forwarding. If you have already forwarded the required ports to your appliance, proceed to the next step.
  3. Check for and disable the SIP proxy or SIP ALG feature on your router. Please see “SIP Proxies and SIP ALG” under the “Appendix B: Networking” section of this document for information on disabling SIP proxy and SIP ALG features. If you have already disabled the SIP proxy or SIP ALG feature on your router, proceed to the next step.
  4. Ensure that you have adequate bandwidth on your internet connection. See “Bandwidth” under the “Appendix B: Networking” section of this document for information on bandwidth requirements.

Obtaining Support

Obtaining Support From the Community

Jazinga uses Get Satisfaction to enable customers to post questions, problems, and product improvement ideas in a public forum. Jazinga support representatives monitor the community, and will respond to questions and problems as soon as possible. If you are able to answer another community member’s question or problem, you can respond as well. Product improvement ideas will be sent to product managers at Jazinga for inclusion in future releases. More popular ideas are more likely to be implemented sooner, so if you see an idea you would like added to Jazinga Cloud, click the +1 button to add your vote.

Jazinga’s community support site is located at getsatisfaction.com/jazinga. Community support is the recommended method of obtaining assistance.

Obtaining Support by Email

Some support issues may require information that should not be posted in a public forum. This includes information such as your phone service provider credentials, and detailed information about your network configuration. For these issues, please send a complete description of the problem you are having to support@jazinga.com. Be as detailed as possible, and include screenshots if they are available. In general, most questions and problems will be encountered by more than one person, and their resolutions will be helpful to other customers. As such, Jazinga encourages customers to post their issues on the community support website listed in the “Obtaining Support From the Community” section of this document. Support tickets opened via email may be moved to the community support website if their contents do not contain confidential information.

Appendix A: Statuses

Call History

Status

Meaning

ANSWERED

Your Jazinga Cloud appliance received a signal that the call was answered. For calls to VoIP desk phones or softphones, this means that the call was actually answered. For external numbers, an “answer” signal is received as soon as ringing stops. This could mean that the call went to voicemail on the external number, or that the call played back a message (such as, “The number you have reached is not in service.”) from the provider who owns the external number.

NO ANSWER

The call was not answered. For VoIP desk phones or softphones, this means that nobody picked up the phone, and the call may have gone to voicemail or been disconnected (depending on the called extension’s configuration). For external numbers, this means that the call continually rang, and was never answered, was not played an error message, and was never sent to voicemail.

Phones

Status

Meaning

N/A

Not applicable. This status is shown on phone types that the Jazinga Cloud appliance has no way to obtain a status for. This includes mobile numbers, and external numbers.

UNKNOWN

The phone has not recently been able to communicate with your Jazinga Cloud appliance. Typically this means that the phone is not plugged in or turned on, or that the phone does not have an internet connection. Try rebooting a VoIP desk phone, or close and re-open a softphone that has a status of “UNKNOWN”. For remote phones, please see the “Appendix B: Networking” section of this document for factors that could be affecting communication between your phone and your appliance.

OK (##ms)

The phone is online and should be working normally. The number shown represents the amount of time it takes your Jazinga Cloud appliance to communicate with the phone. Remote phones will have significantly higher numbers; This is to be expected.

UNREACHABLE

The phone was recently online with a status of “OK”, but has stopped responding. Typically this means that everything was previously configured properly, and a recent change has caused the phone to stop working. This can occur when a remote phone’s internet connection goes offline, or when a phone’s network cable is unplugged. To troubleshoot this issue, locate the most recent changes you have made to your phones, network, and Jazinga Cloud appliance configuration, and revert any changes that may have negatively impacted your phone.

Phone Services

Status

Meaning

Not published yet

The phone service has been added to your Jazinga Cloud configuration, but the configuration has not been loaded onto your appliance yet. See the “Publish Tab” section of this document for information on how to publish your changes.

Registered / OK (##ms)

or

No Authentication / OK (##ms)

The phone service is online and should be working normally. The number shown represents the amount of time it takes your Jazinga Cloud appliance to communicate with the phone service provider. Higher numbers (larger than 100ms) can cause noticeable delay on phone calls to the public telephone network. To troubleshoot higher numbers, investigate the usage of your internet connection, stop any unnecessary applications that make heavy use of the internet, or speak with your internet service provider regarding options to increase your bandwidth. If bandwidth is not a concern, it may be useful to locate a phone service provider who has servers located closer to the location of your Jazinga Cloud appliance. Ask your provider where their “point of presence” is, and see if they are able to switch you to a point of presence that is located in or near to the same city where your appliance resides.

Request Sent / UNREACHABLE

Your Jazinga Cloud appliance is unable to communicate with your phone service provider. The most common cause of this failure is having mistyped the username, password, or server address supplied by your provider on the Phone Service tab. Double check the values for the failing phone service by navigating to the Phone Service tab. If the values are correct, please see the “Appendix B: Networking” section of this document for information on networking issues that may affect your appliance’s ability to communicate with your phone service provider.

Appendix B: Networking

IP Address Assignment

Your Jazinga Cloud appliance does not have any configuration options for networking settings. An IP address must be assigned by a DHCP server on your network (typically your router). This means that each time the Jazinga Cloud appliance is restarted, it asks the DHCP server to assign it an IP address. This could cause the IP address of the appliance to change when it is rebooted. In many networks, these changes will be handled automatically and no further setup is required. If the IP address of the appliance changes, the appliance will notify your phones of the change. The appliance will also attempt to open the connections it needs through any firewalls and routers each time it reboots.

In some network configurations, the firewall or router may be blocking VoIP traffic. This will cause difficulties making and receiving calls. To determine if this is the case for your network, run the Remote Phones test. Please see “Remote Phones” under the “Phones Tab” section of this document for more information on running this test.

If the Remote Phones test fails for your network, you will need to allow VoIP traffic through your firewall and direct it to your Jazinga Cloud appliance. This requires that your appliance always has the same IP address, or else your router will be directing VoIP traffic to the wrong place on your network if the appliance changes addresses. On your router, look for an option called “Static Leases” or “Static Assignment” in the section where DHCP settings are configured. This will allow you to choose an IP address to assign to your Jazinga Cloud appliance. Once this is done, each time the appliance asks your router for an IP address, it will always receive the same one. Please see your router’s user manual for instructions on configuring static DHCP leases. After you have configured your Jazinga Cloud appliance with a static DHCP lease, please see “Port Forwarding” in the “Appendix B: Networking” section of this document for information on directing VoIP traffic to your appliance.

Port Forwarding and NAT

Your Jazinga Cloud appliance makes use of a technology called UPnP to ask your router to allow VoIP traffic through to the appliance. If your router supports UPnP, and the feature is enabled on your router, you should not have to configure any settings on your router to allow your appliance to work correctly. Please see your router’s user manual for information on enabling UPnP features.

If your router does not support UPnP, or it is not possible to enable the UPnP feature on your router, then you will need to configure your router to allow VoIP traffic, and direct that traffic to your Jazinga Cloud appliance. This is called “port forwarding” or “Network Address Translation” (NAT). The steps required to forward ports on a router are specific to the make and model of router that you are using. Please see your router’s user manual for information on how to configure port forwarding.

In order to make full use of your Jazinga Cloud appliance with a router that does not have UPnP enabled, first ensure that you have configured your appliance to have a static DHCP lease to ensure that its IP address will never change. See “IP Address Assignment” under the “Appendix B: Networking” section of this document for more information on static DHCP leases. Once your router is configured to provide your appliance with a static IP address, configure the following port forwarding/NAT entries:

Ports

Type

Name

5060

TCP and UDP

VoIP-SIP

10000 through 20000

TCP and UDP

VoIP-RTP

Bandwidth

VoIP calls make use of your internet connection. If your internet connection is overused, slow, or unstable, you may find that the quality of your phone calls is degraded. It is important to ensure that your internet connection has enough available bandwidth to support the amount of active calls you expect to have.

VoIP calls use about 100 kilobits per second (kbps) of both upload and download bandwidth. Each active call will require this same amount of bandwidth (for example, having 5 active calls would require 500kbps of download bandwidth and 500kbps of upload bandwidth). For a forwarded call, twice as much bandwidth is used (100kbps to receive the call, and 100kbps to redirect that call to an external number, for a total of 200kbps of both upload and download bandwidth).

Most internet service providers measure available bandwidth in megabits per second (mbps). 1mbps is equivalent to 1024kbps. If your internet plan provides you with 20mbps of download bandwidth and 1mbps of upload bandwidth, this is roughly equivalent to being able to make 10 active calls. Even though you have enough download bandwidth for 200 calls, your are limited by the slowest part of your connection.

Keep in mind that many activities on your computer can consume the bandwidth that you have available to you. For example, if someone on your network is uploading hundreds of photos to a photo sharing website, that person will be consuming a large portion of your upload bandwidth. When choosing a service plan from your internet provider, it is best to ensure that you have enough bandwidth available for your normal internet activities in addition to the bandwidth you will require for your VoIP calls.

SIP Proxies and SIP ALG

Some routers come with a feature called a “SIP proxy” or “SIP ALG”. The SIP proxy feature is designed to assist with making sure that VoIP traffic reaches the correct phone. In many cases, the feature ends up breaking the functionality of VoIP devices. Your Jazinga Cloud appliance can test for the presence of SIP ALG on your router. Please see “Router Test” under the “Phones Tab” section of this document for details on testing for the presence of SIP ALG.

If the router that is being used at the location where the remote phone resides has a SIP proxy or SIP ALG feature that is enabled, try disabling the feature. See your router’s user manual for information on SIP proxy or SIP ALG settings. Note that in some cases, such as with some modem/router combination devices supplied by internet service providers, SIP ALG cannot be disabled. In this case, a third party router will need to be installed. See “Router Selection” in the “Appendix B: Networking” section of this document for more information on choosing a router.

Router Selection

Your Jazinga Cloud appliance is built to be as compatible with as many router and network configurations as possible. Unfortunately, certain routers make it impossible for any VoIP device to function correctly. In general, most off the shelf home or business routers that can be purchased at an electronics store will work correctly with your appliance. Routers that are provided by your internet service provider, however, will frequently block VoIP devices. Many of these devices do not provide the option to turn this behavior off. Some routers allow this behavior to be disabled, but still block VoIP devices after the change is made. If possible, use a third party router instead of the router provided by your ISP.

Any router that has built-in VoIP features should be avoided, as should any router that advertises the use of “SIP ALG”, “SIP Proxy” features, or “SIP Helper” services. These features will interfere with VoIP devices, and may hinder your ability to make full use of your Jazinga Cloud appliance.