[ThinkTel Technical Support] Recently Added Articles

Configuring Microsoft Outlook to Connect to Hosted Exchange Service (PDF)

Wed, 16 May 2012 03:49:06 GMT

Setting up Busy/Out of office messages

Wed, 16 May 2012 03:36:57 GMT

There are two ways to do this via a phone or Self-Care

VIA Phone
1. Dial *98 from your phone (Or from another phone call your number and when you greeting is being played press the * key)
2. Enter your password
3. Press 3 to update your Greeting Messages
4. Press 5 to set your busy greeting or
- Press 6 to set out of hours greeting.
5. Then follow the prompts
For a complete *98 layout guide http://www.thinktel.ca/guides/voicemail.htm

VIA Self-Care
1. Log in to https://myphone.thinktel.ca
2. Click on the Settings Tab
3. Click on Messages Sub Tab
4. Expand Voice Mail Greetings
5. Expand more options
6. Check the box beside the greeting type you want to enable
7. Click the corresponding edit/record
8. Click on the record button (Red circle) to record your greeting
9. Click on the play button (Blue triangle) to review your greeting

If you have any problems please contact the support department by email support@thinktel.ca or by phone at 866-928-4465 options 1-3-1

Install & Configure Microsoft Lync 2010 Client and Desk Phones (PDF)

Wed, 16 May 2012 02:48:22 GMT

Access "Outlook voice access set up" for Hosted Lync from a phone

Wed, 16 May 2012 02:35:01 GMT

There are potentially 2 ways that you can access your Lync/Outlook voicemail or update your settings. They are as follows:

Dial your phone number--> When youâ€™re here your greeting press the "*" key
â—‹ You will be asked to enter your phone password followed by the "#" key.
If you don't have this number please contact support.
You can also dial into using our access number 1-877-508-9810
You will be asked to enter you extension (Your 10 digits phone number)
â—‹ You will then be asked to enter your password followed by the "#" key
If you don't have this number please contact support.
â—‹ Then follow the prompts.

IF you have any issues please contact our Support Department by email support@hostedlync.com or by phone at 866-928-4465 options 1-3-1

Check your call quality (Video)

Fri, 11 May 2012 02:20:45 GMT

Microsoft Lync Support

Wed, 16 May 2012 03:51:53 GMT

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Access "Outlook voice access set up" for Hosted Lync from a phone
Answer and make calls for a response group in Lync 2010
Answer or decline a call
Audio Device settings
Call forward and simultaneous ring
Change your work hours and days in Outlook
Configuring Microsoft Outlook to Connect to Hosted Exchange Service (PDF)
Edit a phone number
FAQ about audio quality
FAQ about voice
How to check your Lync Voicemail
Install & Configure Microsoft Lync 2010 Client and Desk Phones (PDF)
Lync 2010 recording format
Make a phone call
Make a video call
Manage recordings in Lync Recording Manager
Perform as someone's delegate
Prepare a picture for Lync 2010
Quick Start: Use voice and video
Record and play back meetings
Select the method for configuring your connection settings
Set Advanced Phone Integration options
Set Alerts options
Set Call Forwarding options
Set File Saving options
Set Lync recording options
Set Phones options and numbers
Set Ringtones and Sounds options
Set Video Device options
Start a conference call
Transfer calls
Troubleshooting recording issues
Use remote call control (RCC)
Use voice mail
Using Lync Recording Player
Using the Save and Publish dialog boxes

Frequently Asked Questions
Can multiple users share ONE Lync user account
How do I configure incoming calls to ring on my computer speakers when I have a USB device connected?
How do I set up my audio and video devices?
How do I switch between USB devices?
What operating systems are supported for Lync 2010?

How to Videos
Answer A Call (Video)
Change your voicemail greeting and option
Dial a Number (Video)
Find Missed Conversations (Video)
Forward all Calls (Video)
How to add voice to an instant message (Video)
How to answer a call using lync 20010 (Video)
How to change your voice mail greeting and options (Video)
How to check your voice mail (Video)
Make a Call (Video)
SetUp SimRing (Video)

IP Voice Services

Tue, 08 May 2012 18:31:45 GMT

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ATA Devices
Is my Linksys/Sipura SPA3102 supported by your company?

Codecs
What are the supported codecs?
How do I force uncompressed or compressed audio on my Linksys ATA adapter?

IP Phones
Astra IP Phone service is up and down.

Documents

Tue, 08 May 2012 18:31:13 GMT

Return to main SiteMap

Request incident report_Request RFO.

411,
Adding a number to a 411 directory

911,
Addendum 911 Disabled
Addendum 911 Enabled
911 Non Municipal Locations
Critical 911 formatted
ThinkTel's 911 Testing Procedure

Troubleshooting

Tue, 08 May 2012 18:30:45 GMT

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Double Ringing effect
I get no ringback tone when calling even though the phone is ringing - why?

Caller ID
I receive no caller ID name on my Rogers Wireless handset

Call Completion
Can not receive calls
No dial tone
SNOM phones cannot receive or make calls on my PPPOE internet connection.

Call Quality
Computer applications that can affect voice quality.
My calls sound choppy.
Rogue echo during call.
What main factors can affect call quality?
What should my Quality of Service settings be?

Dropped Calls
Call are Dropping but only sometimes.
Calls are Dropping after a few seconds of being answered.
Calls drop 15 minutes into call.
Calls drop 30 seconds into call.
Calls drop after 1-2 hours on every call
Dropped calls when using a Sonicwall 2040
Dropped calls when using a Juniper firewall

Routers & Firewalls
Supported routers/firewalls for Thinktel voice traffic
Dlink modems provided by Telus

Toll Free
Inbound Caller ID is wrong on my Toll Free numbers
Toll free to Toll free calls not completing

Phone Services

Wed, 16 May 2012 03:40:14 GMT

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Access Codes for Call Services
Call Barring
International Long Distance
Mandatory Account Codes

Call Forwarding
Forwarding services for Hosted lines
Forwarding services for PBXâ€™s and DIDâ€™s
How to use Sure Call to apply an Unavailable Forward for DIDs using uControl

Easy Attendant
Access Numbers for Easy Attendant IVR
How to make modifications to your Easy Attendant recordings:

Faxing
Confirm Fax&Scan setting
Fax&Scan (Virtual Fax) Setup.
Sending Documents with Fax&scan (Virtual Fax)
Sending an Email as a fax with Fax&Scan
Software Requirements for Connector for Microsoft Fax and Windows Fax and Scan.
Support for the T.38 Protocol.
T.38 and ECM (Error Correction Mode)

Restricted Services
Blocked International Destinations
Collect calls
Iowa and Minnesota Calling Restriction

Voice mail
*98 and Self-Care passwords.
How to check your Voicemail.
myphone.thinktel.ca
Setting up Busy/Out of office messages

Porting

Tue, 08 May 2012 18:30:07 GMT

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How do I request a number(s) to be ported to Thinktel
How to confirm number portability to ThinkTel.

uControl FAQs

Tue, 08 May 2012 18:29:13 GMT

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uControl user guides (with screenshots)
911 contact info
911 Non Municipal Locations
Adding a Sub-User
Adding new PBX/Trunk IP
Change PBX/Trunk IP
Changing Channel Commit and/or Burst
Changing the Translated(Forwarding) Number.
Delete a Number
How to check channel usage
How to check Daily/Weekly/Monthly charges
How to Disable/Enable a voicemail on a BG/individual line.
How to use Sure Call to apply an Unavailable Forward for DIDs
Listing DIDs
Make a Credit card payment.
Ordering a DID
Ordering a Residential or Business Line.
Provisioning Device

Provisioning Devices

Tue, 08 May 2012 18:22:41 GMT

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How do I factory reset my ATA and reprovision it?
How do I factory reset my Linksys or Cisco phone and reprovision it?
How to reconnect your Linksys/Cisco phone to ThinkTel without factory resetting
How to update your SIP password on a Linksys/Cisco phone that is not connected with our provisioning server.
I have an IP phone/ATA that I would like to peer to Thinktel. How do I do that?

SIP Trunking

Tue, 08 May 2012 18:20:50 GMT

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Successful SIP PBX Interops
Does Thinktel Support the use of Domain Name as opposed to IP.
How many IPs can I associate with my SIP Trunk.
How SIP Trunking works
I can not receive calls. Outbound calls die after a few seconds.
SIP Proxy Migration
Toll Fraud on your SIP Trunk.
What is a pilot number used for on my SIP Trunk?

PBX Gateways
Call drop with Epygi PBX
Grandstream GXE issues
Mitel PBX interop notes

Asterisk Trixbox CallWeaver
Asterisk & DTMF
Asterisk/Trixbox Trunk sample config
I just get dead air on inbound call to my Asterisk server occasionally.
Low volume on voicemail
One way audio on our TrixBox

Examples
Freeswitch sample config.
Xten Lite & Eyebeam Softphone configuration.

uControl user guides (with screenshots)

Mon, 07 May 2012 18:34:31 GMT

Our thinktel.ca site now has user guides with screenshots. The ones available are...

â€¢ Setting-up SIP Trunks
â€¢ Ordering SIP Trunk DIDs
â€¢ Consulting invoices and CDRs
â€¢ Managing users' 911 information
â€¢ Setting-up Surecall

Adding a Sub-User

Fri, 04 May 2012 23:52:40 GMT

The main username (account Number 2000xxxx) should only be used by the main administrator.
All other users should have there own account setup. This way if we ever need to find out who made changes there will be a record, but if you share access then we will not know who did what. I.e. Deleted a line.

When trying to add a Sub-User through ucontrol.thinktel.ca You have to...

Open uControl
Click on the Blue "Management" Tab--> "Users"
Click on the "Create New"
Complete the required fields
â€¢ Password
â€¢ Username
â€¢ Email
â€¢ Language
Select the level of permissions You wish to Apply.
â€¢ True = Has access
â€¢ False = Doesn't have access
â€¢ Read = Can view but make no changes
â€¢ Write = Can view plus make changes
â€¢ None = Can't view
â€¢ Admin = Has complete access
Apply the permissions to the following fields
â€¢ API
â€¢ Subscriber
â€¢ Billing
â€¢ Stats
â€¢ 911
â€¢ Number Ports
â€¢ Data Center
Click on "Create"
Click Management-->Dashboard to return to main screen.

How to confirm number portability to ThinkTel.

Sun, 29 Apr 2012 20:58:51 GMT

Below is the information on how to find out if you can port a number(s) to ThinkTel

You can find out a numbers rate center at http://localcallingguide.com under Search area codes/prefix
You can find our network footprint at http://www.thinktel.ca/our-network Enter the rate center in the search field. Will tell you if you can get new numbers or port a number to us.
You can then submit a porting request to us using these forms http://www.thinktel.ca/en/forms

If you have any other porting questions please contact ports@thinktel.ca or call them at 8772541822.

SIP Proxy Migration

Thu, 03 May 2012 05:41:56 GMT

As VP and EICO are slated for decommissioning, no modifications will be performed on these proxies as any changes made can potentially impact service to other clients residing on those proxies.

An exact date has not been set but the proxies in question may be taken out of service as early as the start of Q3 2012. We are encouraging clients to make the change now to enjoy the benefits of our new clusters. VP is the first to be scheduled for decommission. Support staff are migrating customer over on an as needed basis.

There are several advantages including newer software and hardware, multi-homed IP structure, the ability to transparently handle NAT connections. They also proxy audio along with signalling, which allows us to capture full network, audio and signalling in our traces in the event troubleshooting is required. These proxies are also geographically distributed to reduce latency to the customer.

Since EICO specifically operates in a direct media configuration, audio capturing is extremely difficult to perform if not impossible. Given the nature of the direct media of EICO simply moving to a proxy that handles both signalling and audio solves the majority of one way audio problems.

While we understand that it is time consuming and can cause small outages for customers to change proxies, the benefits of redundancy and a higher level of service far outweigh the inconvenience.

As our Support department now has extended hours, Monday 00:00(Midnight) till Friday 24:00EST(24hr support on week days) Saturday & Sunday 09:00-18:00EST. We can perform the migration at your convenience.
Please contact the support department by email support@thinktel.ca to arrange a migration, please supply the Date/Time/Contact Number plus the pilot(s) that you wish to migrate and we will contact you. Or you can contact us when you are ready by phone at 866-928-4465 options 1-3-1

Make a Credit card payment

Mon, 30 Apr 2012 00:26:13 GMT

To make a payment through https://ucontrol.thinktel.ca You have to...

Click on the grey "AR History" Button
If you haven't made a payment before you will have to click on "Create Payment Profile" first.
Enter/Confirm the correct info in all applicable fields.
Click on "Make a payment" (bottom left)
Enter the amount you wish to pay in the payment total field. (Defaults to outstanding balance)
Click the "Charge Credit Card" button.
In the Voicemail field change to true or false.
Click Save

Click Management-->Dashboard to return to main screen.

Changing the Translated(Forwarding) Number.

Sun, 29 Apr 2012 23:56:11 GMT

To Enable or Disable a Translated number through https://ucontrol.thinktel.ca You have to...

Click on the grey "Numbers" Button
Enter the number in the search or locate in the list of all your numbers.
Click the "Edit" button.
In the Translated Number field
a. Add a number to forward calls to
b. remove the number if you no longer want calls forwarded
Click Save.

Calls drop after 1-2 hours on every call

Tue, 10 Apr 2012 00:30:16 GMT

Problem:

Calls drop at the same time, every time. I.e after 1 hour or most often 2 hours.

Solution:

Most PBX's have a max call duration (default setting 120 minutes) to help prevent toll fraud. You will have to locate this setting and increase the call duration. Or be aware of this setting and place your call again.

*98 and Self-Care passwords.

Mon, 16 Apr 2012 04:45:39 GMT

Our new Voice Mail service uses the same password for both *98(From your ThinkTel phone) and or new Self-Care http://myphone.thinktel.ca/
***So remember If you change one password, you change for both self-care and *98*** So if you can't remember your self-care password change via *98

To change your password
Through Self-Careâ€¦ Settings--> Account -->Security(You can also change your Call Services PIN used for access codes)
Through *98 -->4 Mailbox Settings-->3 Security--> 1 Pin

Site Map

Wed, 16 May 2012 03:52:34 GMT

ThinkTel Technical Support & Maintenance (Demark, Escalation, MTTR)

Provisioning Devices

uControl FAQs

Porting

How do I request a number(s) to be ported to Thinktel
How to confirm number portability to ThinkTel.

Phone Services

Access Codes for Call Services
Call Barring
International Long Distance
Mandatory Account Codes

Call Forwarding
Forwarding services for Hosted lines
Forwarding services for PBXâ€™s and DIDâ€™s
How to use Sure Call to apply an Unavailable Forward for DIDs using uControl

Easy Attendant
Access Numbers for Easy Attendant IVR
How to make modifications to your Easy Attendant recordings:

Restricted Services
Blocked International Destinations
Collect calls
Iowa and Minnesota Calling Restriction

Voice mail
*98 and Self-Care passwords.
How to check your Voicemail.
myphone.thinktel.ca
Setting up Busy/Out of office messages

Documents

Request incident report_Request RFO.

411,
Adding a number to a 411 directory

911,
Addendum 911 Disabled
Addendum 911 Enabled
911 Non Municipal Locations
Critical 911 formatted
ThinkTel's 911 Testing Procedure

IP Voice Services

ATA Devices
Is my Linksys/Sipura SPA3102 supported by your company?

Codecs
What are the supported codecs?
How do I force uncompressed or compressed audio on my Linksys ATA adapter?

IP Phones
Astra IP Phone service is up and down.

Microsoft Lync Support

How to Videos
Add voice to an instant message (Video)
Answer A Call (Video) Answer a call using lync 20010 (Video)
Change your voice mail greeting and options (Video)
Check your voice mail (Video)
Dial a Number (Video)
Find Missed Conversations (Video)
Forward all Calls (Video)
Make a Call (Video)
SetUp SimRing (Video)

Changing Channel Commit and/or Burst

Sun, 29 Apr 2012 23:55:49 GMT

When trying to change your channel commit through https://ucontrol.thinktel.ca You have to...

Open uControl
Click on the grey "Numbers" Tab
Beside the SIP Trunk in question click the "details" button

To change the commit
Under the SIP Trunk Information click "Edit"
a. Enter the desired Committed channels.
b. Click "Save"

To Change the burst
Under the Configured SIP Binding - Click "Edit"
a. Enter your desired burst level in the channels field
b. Click "Save"
Your burst is a combination of all of your bindings channel count.
So if you have commit of 5 and want to burst to 10 and have one binding make the binding channel 10 but if you have two bindings you would make the channels 5 each.

Click Management-->Dashboard to return to main screen.

How to reconnect your Linksys/Cisco phone to ThinkTel without factory resetting

Sun, 29 Apr 2012 23:30:04 GMT

Log into your phones GUI
a. Locate the Phones IP
Press the options button on your phone and scroll down to the Network menu choice. In here you should find the phones ip address on the local network.
b. Go to your computer, open your web browser, and enter your phones IP i.e. http://192.168.x.x replacing the x.x part with the ip address obtained from you phone.
Click on "Admin Login" (Top right ) Wait for screen to reload Click on "advanced"
a. You may be asked for
User Name: admin
Password: If you don't have please contact support. By email support@thinktel.ca or by phone at 866-928-4465 Options 1-3-1
Click on the Provisioning Tab and ensure 'Provision Enable' is set to yes
a. Set 'Resync Random Delay' to '0'
b. Set 'Resync Periodic' to '5'
c. Set 'Profile Rule' to: "http://provision.thinktel.ca/init.cfg"
Click on 'Submit All Changes'

Your Cisco/Linksys device will reboot up to four times with firmware potentially being upgraded if out of date.

Please note: It can take 10-20 minutes for your device to populate in our provisioning servers. If the process appears to be taking longer than this, the device may need to be manually rebooted by unplugging/replugging the power supply.

[ThinkTel Technical Support] Recently Added Articles

Configuring Microsoft Outlook to Connect to Hosted Exchange Service (PDF)

Setting up Busy/Out of office messages

Install & Configure Microsoft Lync 2010 Client and Desk Phones (PDF)

Access "Outlook voice access set up" for Hosted Lync from a phone

Check your call quality (Video)

Microsoft Lync Support

Return to main SiteMap

IP Voice Services

Return to main SiteMap

Documents

Return to main SiteMap

Troubleshooting

Return to main SiteMap

Phone Services

Return to main SiteMap

Porting

Return to main SiteMap

uControl FAQs

Return to main SiteMap

Provisioning Devices

Return to main SiteMap

SIP Trunking

Return to main SiteMap

uControl user guides (with screenshots)

Adding a Sub-User

How to confirm number portability to ThinkTel.

SIP Proxy Migration

Make a Credit card payment

To make a payment through https://ucontrol.thinktel.ca You have to...

Changing the Translated(Forwarding) Number.

To Enable or Disable a Translated number through https://ucontrol.thinktel.ca You have to...

Calls drop after 1-2 hours on every call

Problem:

Solution:

*98 and Self-Care passwords.

Site Map

ThinkTel Technical Support & Maintenance (Demark, Escalation, MTTR)

Knowledgebase sections

SIP Trunking

Troubleshooting

Provisioning Devices

uControl FAQs

Porting

Phone Services

Documents

IP Voice Services

Microsoft Lync Support

Changing Channel Commit and/or Burst

When trying to change your channel commit through https://ucontrol.thinktel.ca You have to...

How to reconnect your Linksys/Cisco phone to ThinkTel without factory resetting