How To's

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How To:

Setting Up an Away Message

If you are going to be out town and are not going to be able to respond to your emails you may want to consider setting up an Away message that will automatically respond to the email sender stating you are unavailable.

How to set up an away message

  1. Go to the Email Tab then Addresses
  2. Double-Click on the email address that you wish to add an Away message to or click it once, click the Gear then select Edit.
  3. Click the Away Message Tab on the right.
  4. The Away Message Box will display
  5. In the space allotted type in a text message letting people know that you are away and will respond to their emails when you are able. Make any formatting Click Done.
  6. Click the Options box at the top of any Crexendo screen and choose My Settings. In the Email Options section check the box next to Out of Office. The Away email message will immediately be activated to automatically reply to all incoming emails.

How To:

Using Do Not Disturb

If you are going out of town or do not want to answer phone calls for any reason you may want to consider setting your Status to Do Not Disturb which sends all of your phone calls directly to voicemail. There are two ways to do this, one through the Crexendo Web interface and one through the Crexendo Internet phone’s options.

How to set your Status to Do Not Disturb in the Crexendo Web Interface

  1. Look for your name in the upper right corner of any Crexendo screen.
  2. Click on the Down Arrow to the right of Available.
  3. A selection of statuses should appear. Select Do Not Disturb.

Note that you will not receive a Missed Call message in your Messages list.

How to set your phone to Do Not Disturb

On the SIP 200:

  1. On the phone Press MENU
  2. Scroll to 2. Features and press OK
  3. Scroll to 6. DND and press OK
  4. Use the Left and Right Arrows to toggle Disable/Enable
  5. Press OK to confirm selection.

On the SIP 300:

  1. Press the DND softkey from the home screen.

How To:

Creating Email Addresses

In this section you will learn how to create an email address for your Crexendo account. If you have any domain names that you want attached to the Crexendo account, please do so beforehand so that you can use those domain names as part of the new email address(es.) This section is strictly for Permanent Email Addresses. For Temporary Email Addresses, please refer to the Web Interface Help menus.

How to set up an Email Address

  • Step 1: Click on the addresses submenu under Email in your Crexendo account.
  • Step 2: In the Permanent Email Address section select the URL you wish from the Dropdown list.
  • Step 3: Once you’ve chosen the URL portion of the email, you will have the option to customize the first part of the email. This can be done in the Address box at the top. Erase and type over the information displayed there.
  • Step 4: You can assign additional users to this email address by adding them in the User section.
  • Step 5: It is not required, but if you wish to, you can also customize the messages sent from this email address by creating a Signature. A signature is a section of text that will be attached at the bottom of each outgoing message. Usually this includes the sender’s name, Business name, and any contact information (address, phone numbers, fax number, etc.) Type the text of your signature into the Signature text box. There are standard formatting options to customize the signature as you like.
  • Step 6: If you are going to be out town and are not going to be able to respond to your emails you may want to consider setting up an Away message that will automatically respond to the email sender stating you are unavailable.
  • Step 7: Click the Addresses (Back) button in the top left corner to save all changes and return to the previous screen

How To:

Maintaining Users

Users are the people who will be making/receiving the phone calls, faxes, and emails. Below you will learn how to create, edit and delete Users.

How to add a User

  1. Click on the Users Submenu under Account.
  2. Click on the Gear button on the right and select Add.
  3. A new window will open allowing you to enter the desired name for the user you are creating.
  4. Once the user name has been entered press a Add.
  5. A password will automatically be generated for the user. Take note of the password as it will not be displayed again once you navigate away from the screen.
  6. On the final screen you can select options that change accessibility or permissions for that user.
  7. Click the Back button.

How to Delete a User

  1. Click on the Users Submenu under Account.
  2. Click the line of the user to be deleted once.
  3. Click the Gear button and select Delete.

How to edit User settings

  1. Click the Users Submenu under Account.
  2. Double click on the user’s name.
  3. Once the desired changes have been made click Done.

HowTo:

Setting Up Folders

Creating new folders is a great way to organize the messages that you receive. Below you will learn how to create, edit and delete your folders.

How to add a new Folder

  1. Click on the Folders Submenu under Account.
  2. Click on the Gear button and select Add.
  3. On the next screen you can name your Folder and select the frequency by which messages should be automatically deleted by editing the Manage field.
  4. When done entering desired settings click the Back button.

How to Delete a Folder

  1. Click on the Folder Submenu under Account.
  2. Click the folder to be deleted once.
  3. Click the Gear button and select Delete.

How to edit Folder settings

  1. Click on the Folder Submenu under Account.
  2. Click the folder once then click the Gear and select Edit or double click the folder.
  3. Once the desired changes have been made click the Back button.

How To:

Checking On Storage

The Storage Tab lets you to see how much storage space you are using with your account.

How to view how much storage is being used.

  1. Click on the Storage Submenu under Account.

How To:

Creating A Hunt Group

A Hunt Group (Team) is a group or team made up of personal phone numbers and/or extensions. When a call comes into a Hunt Group the numbers/extensions are called in the order in which they are listed in the hunt group (top to bottom.) If the first person on the list is not free to answer the call the second person listed is rung and so on through the list. Sales or Support organizations frequently use Hunt Groups.

To Create a Hunt Group

  • Step 1: On your Crexendo account, click the Extensions Submenu under Phone.
  • Step 2: Once there, click on the Gear button and select Add. The Add an Extension box will appear.
    1. Type - Select Hunt Group (Team).
    2. Name - Enter the name of the Team
    3. Extension - Assign the numeric extension. Please be aware that the extension has to follow the pattern displayed (greyed out) in the field. You can change the pattern in the Config Section tab.
    4. Owner - Choose the user from the dropdown list who will be the Owner of this extension.
    5. Caller ID - Choose what number will show on the outbound call. The numbers that appear in the drop down menu are pulled from your Numbers Section tab). Click Next.
  • Step 3: You may choose to associate this extension with an already existing company number within your account. If you choose to do this, the extension you have just created will be the default extension for that number, replacing any previous extensions assigned as default.
  • Step 4: Now you will be able to edit the prompts for this group (for more info on what prompts are, please refer to the Help menu on this page).
    1. Identity Prompt - the Identify Prompt requests a customer say their name before passing the call along. This information will then be relayed to you when you pick up the phone. A standard Identify Prompt would read “Please state your name after the tone.”
    2. Hold Prompt - the Hold Prompt is an automated message that plays while your customers are on hold. A classic example of a Hold Prompt is “Thank you for holding. Your call is very important to us.” Music will be played in the background.
    3. Voicemail Prompt - the Voicemail Prompt asks your customers to leave a message on your voicemail system when none of the team members answer. “Leave a message after the tone” is a standard Voicemail Prompt.
  • Step 5: To record any of these prompts:
    1. Click on the Ellipsis (…) Button to the right of the prompt you wish to record. A new window will open. If you wish to record your own message in your own voice you can ask the phone to call you by selecting or adding your phone number and clicking the Call Me button. You will receive a phone call and be prompted to record the message.
    2. If you would prefer an automated voice, enter the text of your message into the Prompt Text box, and then hit the Record button to convert the text into speech. You can choose a male or female voice in the dropdown menu below the box. (Note: If you change voices you will need to click the Record button again.)
  • Step 6: By this point, you should be back to the editing section for the Hunt Group. The last part of creating this Hunt Group is adding the phone numbers you want the Hunt Group to call. You can do this by using the “Add a Number” drop-down menu. Select the appropriate number.
  • Step 7: Once you have selected the number you will be able to select the schedule for this number. The options are:
    1. Never – Crexendo will never call this number
    2. Always – Crexendo will always call this number
    3. Period – Set the Start and End date and time using the dropdown menus. Crexendo will only contact this number between the Start and End dates/times.
    4. Repeat – Crexendo will only call this number during certain hours of certain days of the week. It will then repeat that pattern for subsequent weeks. Check the boxes next to the days you want Crexendo to call this number. Then enter a starting time in the Start field and an ending time in the End field. Be sure to specify am or pm when entering times. If your schedule does not change frequently, this option is the most suited.

You should now be able to see your new Hunt Group (Team) in the Extensions list. Congratulations. You have successfully created a Hunt Group.

How To:

Creating Personal Extensions

In this section, you will learn how to add personal extensions. These extensions are assigned to individual persons/employees.

To Create a Personal Extension

  • Step 1: Click the Extensions Submenu under Phone.
  • Step 2: Click on the Gear button and select Add.
  • Step 3: The Add an Extension box appears. Prompts to answer are:
    1. Type – In this case, leave as Personal.
    2. Ring Timeout: Select your desired hunt timeout.
    3. Name - Enter the name of the person who will be assigned this extension.
    4. Extension - Assign the numeric extension. Please be aware that the extension has to follow the pattern displayed (greyed out) in the field. You can change the pattern in the Config Section tab.
    5. Owner - Choose which user will be the Owner of this extension and will have rights to edit options.
  • Step 4: Click Next.
  • Step 5: You can Associate the Extension with a Device and a particular line on the device, as well as choosing to assign this extension as the default for any of the company numbers within your account. Once you have made your selections here click Finish.
  • Step 6: The last field to edit is Caller ID. Choose what number will show on the outbound call. The numbers that appear in the Dropdown menu are pulled from your Numbers Section tab.
  • Step 7: Click the Back button to save all changes.

You should now see the new Personal Extension that you just created in the Extensions List. You have now successfully created a Personal Extension.

NOTE: This process will interrupt internet connections to all devices connected through the phone.

How To:

Preferences

In the preferences Tab you can change much of your personal user information (Phone Number, Language and Timezone).

How to change your User Preferences

  • Click on the Account Tab then Preferences
  • Make the desired changes. (Changes will be saved automatically as soon as you navigate away from this screen)

HowTo:

Add Lines & Assign an Extension to a Line

The Crexendo SIP 200 Phone and the Crexendo Fax+ Adapter both come with two lines. The Crexendo SIP300 Phone comes with six lines. Each line must be Active and have an extension assigned to it in order to call out and receive phone calls. In this section you will learn how to activate or deactivate a line and assign an extension to a device.

How to add an extension to a line on a device

  • Click on the Device Submenu under Phone.
  • Double-click on the device to be edited or highlight the line and click the Gear and select Edit.
  • If you are using a SIP 200 or SIP 300 you will need to select the corresponding line on the image in your Device Configuration screen. In the Extension section select the appropriate Extension to be assigned to this line from the Extension dropdown menu. This list represents all of the Personal Extensions you have created.
  • You may also Disable lines by choosing that option from this menu.
  • Click the Back button.

How to activate or deactivate a line on a device

  • Click on the Device Submenu under Phone.
  • Double-click on the device to be edited or highlight the line and click the Gear button and select Edit.
  • From the Active dropdown menu select Active or Inactive for the line you wish to edit.
  • Click the Back button.

NOTE: These processes will interrupt internet connections to all devices connected through the phone while it resets the settings.

How To:

Change the Phone’s Label

When you first install the Crexendo Internet Phone the label that appears on the phone’s display will include the assigned Extension number and the date/time. Once the extension is assigned to a user the User Name will become the label. However, if you wish to change the phone’s displayed “name” you can do so with the following steps:

How to change the label that appears on your phone display.

There are two methods to do this:

  1. On the Extensions Submenu under Phone, double click the Personal Extension you want to edit and change the Name field. This will alter the display name.
  2. If the above does not work, your system may already be programmed with a Label Override. To alter this, go to the Device Submenu under phone:
  • Double-click on the device to be edited or highlight the line and click the Gear button and select Edit.
  • Click on the picture of one of the Line buttons (circled in orange) on the picture of the Crexendo SIP phone. There will be two buttons/lines on the Crexendo SIP-200 phone and six buttons/lines on the Crexendo-300. A box with information about the Line will display.
  • To change the displayed name on the phone display screen (this is what you see when the phone is not in use) you can type in any name or text in the Label Override column. The name will change in the pictured phone’s window.

    • Removing all text from the Label Override area will cause the display name to revert to the Name of the Extension.

NOTE: These processes will interrupt internet connections to all devices connected through the phone while it resets the settings.

How To:

Add Numbers and Assign Extensions

You can add local and toll free numbers at any time. Please note that additional charges will be applied for adding additional numbers (including toll free numbers) see www.CrexendoTelcom.com for pricing.

Note: Fax numbers are added in the Fax Category Tab.

How to add a new number

  • Click on the Numbers Submenu under Phone
  • Click the Gear button to the right of Company Numbers and select Add.
  • You will then be prompted to choose the type of number you want to add (Local or Toll-Free.) If you choose a local number you will need to put in your local Area Code then press Next. You will need to accept the charges for additional numbers.
  • Select a number from the Dropdown menu. (You can press the Refresh List button on the right for a new selection of numbers) then press Next
  • ou will be given options to associate the number with an existing extension, create a new extension, or not associate the number with anything. After making your selection, press Finish.

Assigning a Default Extension to a new Phone Number

  • If you decided not to associate the phone number with an extension when you created the phone number, you can do so by navigating to the Numbers Submenu under Phone.
  • Double-click on the phone number to be edited or highlight the line, click the Gear button and select the Edit option.
  • From the Inbound Extension Dropdown menu select the desired extension from your extension list.
  • Type in the desired Caller ID to show when you place a call. (You are only allotted 15 characters in this field)
  • Click the Back button.

How To:

Dial 9

In previous years you had to dial a number (usually a “9”) to get an outside line from an internal phone system. With the Crexendo Web Interface that is no longer necessary; you can dial outside the system without first designating it as an outside call by preceding the phone number with a “trigger” number. However, this option is available should you wish it.

How to turn on the Outbound Dial Code

  • Click on the Config Submenu under Phone.
  • Choose a number (from 0 to 9) in the Outbound Dial Code Dropdown menu.
  • Select the Back button to save your changes.

How To:

Use an Extension Plan

Extension plans help organize your extension lists. An Extension Plan lets you define the length (as in the number of digits: 4, 5, or 6) and the leading number of your extensions. For example you may want a different sequence of numbers for your Hunt Groups (5xxxx) than you do for your personal extensions (4xxx) or Auto Attendant (6xxxxx.)

How to add an extension plan

  • Click on the Config submenu under Phone
  • In the Extension Plans box click on the Gear button and select Add.
  • The Add Extension Plan window will appear. Select the Starting Digit from the first dropdown menu then select the Length (the number of digits to appear after the Starting Digit.)
  • Click Add
  • You may also click the Remove button to delete a Plan.

HowTo:

Use Rules

Rules tell Crexendo to automatically organize your incoming Email messages saving you time. Rules let you organize your messages as they come in rather than having to manually manage them one by one. An example of a common Rule is this: “If an email arrives from Jane Doe, automatically move the message to my ‘Work’ folder.” Rules are made up of a Condition (“If an email arrives from Jane Doe”) and an Action (“Move the message to my ‘Work’ folder”). You can create as many of these If/Then rules as you wish.

How to Add a Rule

  • Click on the Rules Submenu under Phone
  • Click on the Gear button and select Add.
  • Select the Condition in which the rule will apply from the Add Condition… drop-down menu. These include Subject, Date, Schedule, All Messages, To, From, Time, Person, Phone Type Condition, and Group.
  • Select the Action you desire to occur when the condition is met from the Add Action… drop-down menu. (Note that you can have more than one action.) Actions include Delete Message, Forward Message, Mark as Junk, Color Message, SMS Notification, and Move to Folder
  • After the desired Conditions and Actions are applied click the Back button.
  • Rules can be deleted from this screen as well.

How To:

Set Up a BlackList

Blacklist is used to block the phone calls and subsequent phone messages you don’t wish to receive. By adding a phone number to the Blacklist neither calls nor voicemail messages from that number will appear in your Inbox unless you remove the phone number from the blacklist.

How to add a phone number to the blacklist

  • Click on the Blacklist Submenu under Phone
  • Click on the Gear button and select Add; a blank Entry box will appear.
  • Type into the box the number you want blocked.
  • There is no “Save” button. Adding additional numbers by clicking the Gear > Add, or navigating to a different Submenu will save the Blacklist you have entered.
  • Numbers can be deleted from this screen as well. You will be prompted to confirm that you want to delete the information from the Blacklist. Click Cancel or OK to continue.

How To:

Create an Auto Attendant

An Auto Attendant is usually the first menu a customer hears when calling a business. A recorded message prompts them to select one of several options (“Press 1 for Customer Service, Press 2 for Sales…”, etc.) Customers are then directed to the appropriate extension.

How to Create an Auto Attendant

  • Click on the Extensions Submenu under Phone
  • Click the Gear button and click Add.
  • The Add an Extension box will appear.
  • Select Auto Attendant (Menu).
  • Enter the Name of the Auto Attendant (e.g. “Main Greeting”)
  • Assign the numeric Extension. Please be aware that the extension has to follow the pattern displayed (greyed out) in the field. You can change the pattern in the Config Section tab.
  • Choose the user from the dropdown list who will be the Owner of this extension.
  • Click Next
  • You will be given the option to associate the extension with one of the company numbers in your account.

An Auto Attendant Menu lets you designate which extension will correspond to each keypad number of the phone. Schedules can be assigned to Menus to regulate coverage over different times or days. For example, you could have a menu that was only used during normal working hours and one for after-hours. You will need to record a greeting for each menu.

How to Add a Menu

  • Press the Gear button and select Add.
  • Type in the Name of the menu and click Done.
  • The Menu Screen will display. Click the ellipsis button (…) next to Prompt: at the top of the screen to record your greeting. If you need assistance in creating a Prompt please select Help.
  • Next is a list of numbers that corresponds to each phone keypad number. Click the dropdown arrow next to each number to select one of the following:
    • The Extension that you wish your callers to be sent to when they press that number on the phone keypad.
    • Another Menu (If the schedule of the nested menu is different from the schedule of the master the master menu’s schedule will preside.)
    • Disconnect - You may also provide an option for a customer to select a number to disconnect.
  • Occasionally a customer will make no choice, will not press any number on the keypad. The Default option lets you designate what happens in that case. You can also set the amount of time the systems should wait before invoking that default option.
  • When desired changes have been made press the Back button.
  • To set up the timeframe when the menu is in use, highlight the Phone Menu you wish to schedule and click the Schedule button. Choose one of the following options:
  • Always – Crexendo will always call this Auto Attendant Phone Menu.
  • Period – Set the Start and End dates and time using the dropdown menus. Crexendo will only call this Menu between the Start and End dates/times.
  • Repeat – Crexendo will only call this menu during certain hours of certain days of the week. It will then repeat that pattern for subsequent weeks.
  • Click the Back button to save your changes.

HowTo:

Manage Contacts

The Crexendo Web Interface lets you maintain a list of frequently-used contacts.

How to add a contact

  • Click on the Contacts Submenu under Contacts
  • Click the Gear button in the upper right and click Add.
  • Enter the new contact’s personal information (First Name, Middle, Last Name, Title and Company.)
  • You can add an email address, phone number, and fax number to this contact. To do this click on the Contacts tab on the right and select the type of contact information from the dropdown menu. Specify whether this contact is a Home, Office or some other type of location. You can add numerous additional email addresses, fax numbers and phone numbers to each contact.
  • You can specify the preferred method of contacting this person by clicking on the radio button to the right of the appropriate email address, phone number, or fax number.
  • If you would like to add a physical address for the person, select Address on the right and click the Gear button. Select Add. Enter the information in the appropriate fields.
  • Click the Back button to save changes.
  • Duplicate these steps to add as many contacts as you wish.

Creating a Contact From an Email Message

You can also create a contact from an email that you receive. Open the email and hover your cursor over the information in the From: field. A plus sign in parenthesis (+) will appear. Click on the Plus sign. You can then select whether to create a new contact or add this email address to an existing contact. Then click the Add button to the bottom right of the screen. Once you fill out the information for the contact, you can then proceed to the Contacts tab and edit the new contact, entering any additional information there.

HowTo:

Retrieve Voicemail

You can listen to a message three ways:

  • Directly from the phone
  • From within your Crexendo Web Interface
  • Remotely, by dialing in from an outside phone.

How to Listen to a Voicemail Message Directly from the Phone

  • Do not pick up the handset
  • Press the lighted MESSAGE button, and then pick up the handset.
  • When requested, using the phone’s numeric keypad, enter your PIN (the one you have set up within your User record in the Crexendo interface.)
  • Follow the instructions to listen to, save, or delete the message.
  • You may also dial you Voicemail Extension directly and enter your PIN when prompted.

How to Listen to a Voicemail Message Directly from your Crexendo Web Interface

  • Log into your Crexendo Web Interface and navigate to the Messages tab.
  • Double-click the line within your messages that corresponds to the voicemail message. You can listen to the message through the player within the Crexendo Web Interface as long as there are speakers on your computer (Requires QuickTime be downloaded on your computer as well.)

How to Listen to a Voicemail Message by Dialing in from an Outside Phone

  • Call 877-282-4524 from any phone to check your voicemails.
  • Because you are calling from an outside phone you will be prompted for the 10-digit phone number of the voice mailbox you wish to check.
  • You will be prompted for your Personal Extension number.
  • Enter the Pin.

Follow the instructions to listen to, save, or delete the message.

HowTo:

Create a Conference Extension

  • Step 1: Click the Extensions Submenu under Phone.
  • Step 2: Click on the Gear button and select Add.
  • Step 3: The Add an Extension box appears. Prompts to answer are:
    1. Type – In this case, select Conference.
    2. Name - Enter the name of this extension.
    3. Extension - Assign the numeric extension. Please be aware that the extension has to follow the pattern displayed (greyed out) in the field. You can change the pattern in the Config Section tab.
    4. Owner - Choose which user will be the Owner of this extension and will have rights to edit options.
  • Step 4: Click Next.
  • Step 5: You can choose to Associate the Extension with a particular Public Phone Number within your account. Once you have made your selections here click Finish.
  • Step 6: If you want to add additional security to your conference calls you may assign a Participant Pin to the Conference Extension (up to 8 characters).
  • Step 7: Click the Extensions Back button to save all changes.

You should now see the new Conference Extension that you just created in the Extensions List.

HowTo:

Make Conference Calls from the Phone

The Crexendo SIP 200 and 300 Model phones let you quickly host a conference call with two other people. (If you wish to conference more than two people on a call you will need to create and use a Conference Extension. See the instructions above.)

  • Dial the first party you wish to include in your conference call.
  • Once the first party has answered, press the CONF Key.
  • Dial the second party to the call.
  • After the second party has answered, all parties should automatically be connected.

HowTo:

Create a Directory Extension

  • Step 1: In the Preferences Submenu of the Account Menu, click the Enable Directory Extension box
  • Step 2: Click the Extensions Submenu under Phone.
  • Step 3: Click on the Gear button and select Add.
  • Step 4: The Add an Extension box appears. Prompts to answer are:
    1. Type – In this case, select Directory.
    2. Name - Enter the name of this extension (you might want to include either “Name” or “Extension” as part of the name to distinguish the Mode.
    3. Extension - Assign the numeric extension. Please be aware that the extension has to follow the pattern displayed (greyed out) in the field. You can change the pattern in the Config Section tab.
    4. Owner - Choose which user will be the Owner of this extension and will have rights to edit options.
  • Step 5: Click Next.
  • Step 6: You can choose to Associate the Extension with a particular Public Phone Number within your account. Once you have made your selections here click Finish.
  • Step 7: Mode of Operation – Select either Dial by Extension or Dial by Name
  • Step 8: Prompt – A pre-recorded prompt is provided instructing the caller to:
    • “Please dial the Name of the Representative you are trying to Reach” (Name Directory Search)

      OR
    • “Please dial the Extension of the Party you would like to Reach” (Extension Directory Search)
      You may choose to re-record the prompt by clicking the ellipsis (...) button.
  • Step 9: Members – Choose the users to be included in your directory by clicking the Yes/No switch to Yes. Choose the User’s specific Extension from the Extension Number dropdown list.
  • Step 10: Click the Extensions Back button to save all changes.

You should now see the new Directory Extension(s) that you have created in the Extensions List.

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