Getting Started & FAQs for Account Operators

Welcome to Aptela!  The information within this article will help new Account Operators get started with their new Aptela service.  It includes the minimal requirements to get started, additional tips to help you get started, training tools, frequently asked questions, and where you can go for ongoing support. Getting Started Requirements Access your operator account and verify setup Personalize your operator password Register SIP phones and assign to users: Setup each user's phone.  Click here to access instructions specific to the phones being used. Make an inbound & outbound test phone call from each phone Send the guide Getting Started for Aptela Users to all persons who will use the Aptela system. As the account operator, we recommend that you review this document as well.  If you are porting local and/or toll-free numbers to Aptela, please complete and send the required porting forms along with a copy of the most recent phone bill from your current provider. Visit www.aptela.com/porting for details on the porting process and to download the forms. Additional Tips for new Account Operators Attend our pre-recorded Account Operator and User training Check out our YouTube video tutorials View our User Guides for tips on account management and calling, as well as using Queues, Conferencing, and the Polycom phone Frequently Asked Questions about Account Administration Extensions & Service Plans How do I add new users (Standard Users)?  This is the most commonly used user type and includes all user features, including: access to an online account, inbound and/or outbound calling, voicemail, Find Me List, notifications, and more.  How do I add new users (Featureless Users)?  The Featureless user is recommended for lobby phones, conference rooms and breakrooms. Companies also use this feature type for extensions or direct dial destinations that route calls to an external phone number (e.g. outsourced Call Center or IVR). This user type does not include access to an online account, outbound calling, voicemail, Find Me List, or other Aptela features. How do delete users? How do I add new departments? How do I delete departments? What are the available service plans? What are the differences between the user and extension types? How do I change the operator password? How do I change an employee's login password or voicemail PIN? How do I change the phone number displayed on outbound calls? Phone Setup Where can I access the FTP & SIP Password information?  This information is required for customers who need to manually provision phones or are using phones not purchased through Aptela Where can I access instructions to setup my SIP phone?  Note: For phones not purchased through Aptela that require configuration support, Aptela will charge a professional services fee. Account Settings How to add an E911 address How to edit an E911 address What if my phone or my users' phones show the wrong time? Can I use a fax cover sheet when sending faxes through the web portal? Can I prevent users from accessing the company call record? Reports How do I run reports? Adding Services How do I add, release, or modify phone numbers? How do I purchase new hardware? How do I add Queuing to my account? How do I add Conferencing to my account? How do I add Call Recording to my account? How do I add International Calling to my account?   Your Aptela Help The Aptela system gives the Account Operator the ability to manage your company’s experience through the web portal. Aptela’s online Knowledge Base is a thorough resource to help the Operator through most tasks and even includes training materials. We highly encourage you to take advantage of these tools so that you can quickly concentrate on running your business, not on managing your phone system. Customer Training & User Guides Aptela Knowledge Base at http://www.aptela.com/kb/ provides: Customer Training & Documentation Q&A on Aptela features Directions on making account changes Q&A on Billing Troubleshooting tips Aptela Support Via the Web: fill out a form at http://www.aptela.com/support/.  Note: Only the Account Operator is authorized to request billing information or account changes that impact services or fees. Phone Support: call 703.386.1500 or 800.979.4638, option 3 Hours of operation are 8am – 8pm EST, Monday – Friday Billing Support: call 703.386.1500 or 800.979.4638, option 5 Hours of operation are 8:30am – 5:30pm EST, Monday – Friday Emergency support (for loss of phone service) is available 24/7 at 703.386.1500 or 800.979.4638, option 3

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