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Aptela Frequently Asked Questions

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About Aptela

What is VoIP and how does it work?

Voice over Internet Protocol (VoIP) is enable telephones to work through the internet rather than wires. Packets of voice data are sent through a broadband connection to the internet, just like an email, websites or any other data application, allowing Aptela to offer features and rates that are far less expensive than traditional phone services.

Is there a long term contract that I have to sign?

No. Our plans are on a month-to-month basis. Aptela customers stay with us because they want to, not because they have to.

How good is the voice quality on your service?

With our recommended equipment, voice quality is superior to that of old-style phone lines or cell phones. This is because your signal is not filtered in the way old-style phones lines are.

I have offices located around the US and the world. Can they be included in the same network?

Absolutely! This is the beauty of Aptela. As long as the offices are equipped with broadband and an IP phone, you will have unlimited calling between offices for free.

How can I sign up?

Just fill out our contact form one of our salespeople will contact you within 24 hours. You can also call us toll-free 866.46.8352. We handle every customer personally to ensure a solution is tailored to your needs.

Can I use any phone that I want?

We recommend, sell and support Polycom IP phones that we have tested and found to be the highest quality. However, our service can be used with any SIP complaint phone including phones from Cisco, Linksys, Grandstream, among others.

If you want to use non-SIP phones, you can use adapters called ATAs with older style phones.  

Can I see the product at work before potentially investing in it for my business?

We would be happy to give you a short live demo. 4 out of 5 companies who demo Aptela buy it.

This is great and I want tell others about it. Are you seeking partners to sell Aptela products as part of their own business services?

Yes. Aptela is always seeking partnerships with forward thinking individuals and organizations that are interested in promoting and selling our business VoIP and hosted PBX services. Please visit the partners section of the website.

General Set-up

Please see our Aptela Quick Start Guide for setting up new accounts and phones.

Aptela Quick Start Guide (PDF download)

How do we add / delete users in our Aptela account?

http://app.aptela.com/AptelaHelp/operator_functions/create_a_new_user.htm

Why does my login not work?

  1. Please note that user names and passwords are case sensitive. 
  2. The Operator can log in to change / reset passwords and/or pins for users in the Directory.
  3. If you cannot log in as Operator, please contact Aptela support for help.

How can we change our hold music?

  1. The Operator will need to log into Aptela and select Preferences in the Aptela toolbar.
  2. Select Hold Message and load any 8K, 8bit, mono, PCM wave file that you like; it can be music or a custom message that you record.
  3. Please be aware that the music you upload will be heard by your party when you press # and are selecting one of the options. If you place your party on hold, they will hear our Aptela music.

How do I change a user's extension or user ID?

  1. The Operator can change any user's extension by going into the Directory and clicking on the user's name. In the top right hand corner of the pop-up user profile, under Edit Power User, a new extension can be can be assigned. No duplicate extensions can be created.
  2. To change a user ID, the Operator must delete the current user and create a new user with the desired new user ID. 
  3. Note that if the current user is referenced in the Call Tree, Aptela will not allow the deletion. Take a look at your Call Tree and find where the user is referenced. 
  4. Then simply change the Transfer to user to another user, Save the changes, and Activate the Tree. 
  5. To create a new user, go back to the Directory and click on Create New User on the left side of the page and select either power user for an individual or department for a group. Then, complete the blank profile that pops up. 
  6. Be sure to Save all changes at the bottom of the profile page. 

How do I enter contacts into the Aptela address book?

New contacts are entered into the currently selected Address Book. To list a contact in another Address Book select that Address Book from the Groups list.

  1. Select a phone number in the From column on the Messages page

or

  1. From the Address Book page, select the New Contact link. The Add a New Contact window appears.
  2. Enter information into the fields on the screen. The amount of detail you add is up to you. 
  3. Scroll to the bottom of the window and click Save.

Note: You can create additional Contact Templates from the Preferences page in Aptela.

How do I make all the phones have the same caller ID message?

  1. Log in to your Aptela account as the Operator.
  2. Go to the Preferences page.
  3. Select Caller ID under the Directory listings on the left
  4. Check Corporate-wide Configuration
  5. Check Corporate next to Transfer CallerID Information
  6. Save.

Aptela authorized number will now show on all calls.

How do we add groups in our Aptela account?

  1. The administrator will need to log in as the Operator.
  2. Select Directory in the toolbar.
  3. To add an extension, click on Create New User on the left side of the page and select Department to create a group. Then, complete the blank profile that pops up. You will need to designate an extension for this group and this will be the extension you enter when you call in for voice mails. Make sure you write down your group's PIN. 
  4. Groups work the same as users in that you can have voice mail alerts as well as the actual voice mails themselves sent to e-mail addresses. 
  5. After you enter the users that you wish in the call queue you can set the distribution to either blast (everyone in the list's phones will ring at the same time) or sequential blast (the first user's phones will ring first and so on or sequentially). 
  6. Should no one be able to answer the call, the group will have its own separate voice mailbox which can be accessed online under messages for anyone in the group or by calling the main Aptela number and entering the extension and PIN. 

How can I find out what my Aptela numbers are?

  1. Log onto your Aptela account (app.aptela.com).
  2. Click on Help (top right of screen).
  3. Click on About Aptela. This will display a list of your Aptela phone numbers.  

What are the International Call Rates?

Aptela International Rates

(PDF download)

How do I change the Time Zone setting? 

  1. Log onto your Aptela account (app.aptela.com).
  2. Click on Preferences.
  3. On the left, click on TimeZone.
  4. Use the drop down menu to select your time zone.
  5. Click Save.

What steps must I take to get my number ported to Aptela?

Please refer to the Aptela Porting Information web page.

How long is the porting process?

The porting process time varies depending on your previous provider, but on average the process takes 10-14 days.

There certain documents are required to get started. Please click here to go to the Aptela Porting Information and Documents web page.

Can I have a 10-digit number (DID) assigned to a user?

Yes. Please contact customer support and they will assign a direct dial number to your account and user.  

Does Aptela provide local numbers in other countries other than the United States?

We currently do not provide local numbers in countries other than the United States but will be adding International local number access in the future. 

Can I change my company's group name?

You will need to contact Aptela for this service. Please contact customer support to request this change. 

Why is the inbound call number and my number the same on some calls?

When viewing your Messages log, the originating number and the destination number are the same when the name for the Caller ID information could not be found. Caller ID information is sometimes not passed from the local telephone carrier.  

If the caller ID is anonymous it will display as unknown.

Making and Receiving Calls

Please see the Aptela Guide to using Aptela Calling Features:

Aptela Calling Features Guide (PDF Download)

Question: Why can't I/can I dial a 7-digit number rather than a 10-digit number?

You can dial a 7-digit number for local numbers. However, in general, it is easier to dial 10-digit numbers. You don't get charged for local dialing even if you use 10 digits.  

Note: You do not have to dial 1 for long distance numbers. You can, but it is not necessary.

How do I place an international call?

To place a call dial 011, the country code, then the area code and telephone number.

If you are having trouble placing International calls, first check that international calling is enabled.

  1. Login into your Aptela account as Operator.
  2. Click on Directory.
  3. Click on the profile, and scroll down to Call Customization. 
  4. Check Permit International Calling.

Question: How do I view outgoing calls made?

  1. Log onto your Aptela account (app.aptela.com).
  2. Click on Messages. 
  3. Click on sent items from the right hand side. This will show you all calls made from your SIP phone.  

 Note: Calls made from non-SIP devices like mobile phones will not be captured  in this view.  

Find Me, Follow-me

How do I hide my Find Me List numbers from being viewed by other users?

  1. To hide your Find Me List from other users the Secure Company Directory feature should be enabled. 
  2. In the Preferences section, the operator should select Secure Company Directory found under the Directory section (3rd section on left side of screen) and click Yes.

Why is the inbound call number and my number the same on some calls?

Caller Id sometimes not passed from the local telephone carrier of the caller. In those cases, the system shows a default number as the inbound call.  

When Caller ID is anonymous the call will show up as Unknown.

How do I enter an international numbers in my Find Me List? 

You should enter the following information in your Find Me List: 

  • Make sure there is a space between the country code and number
  • Example: +44 111223333  

Voicemail/ Messages

How can we receive our voice mail messages via email?

  1. Log into Aptela and click on the Directory. 
  2. Open your profile and scroll down to Message Notification. 
  3. Next to Voicemails, check the first two boxes (enabled and include content).
  4. Enter your email address in the Target Email Address field. Multiple email addresses may be entered, simply separate them by a comma with no spaces.  
  5. Click Save at the bottom of the screen. 

Note: The operator manages VM to email options for departments.

How do I check Voicemail?

From any phone:

  1. Call into your main number.
  2. While the greeting is playing, press star (*). 
  3. You will be prompted to enter your extension number and PIN. 
  4. You will then be able to access your voicemail. 
  5. Groups: For those who have and are included in groups: If the option is selected for them to access group voicemail from their respective web interface profile, they can press 2 after they have entered into their own voicemail.  

Note: If you has access to group voicemail, you will be given the option of entering into it the gorup voicemail when you access your personal voicemail.

From the web application:

  1. Log into the Aptela web interface.  
  2. Click on Messages. 
  3. Click on the Voicemail to which you wish to listen. It will pop up a new window in which you can listen the message.

Via Email: One of the most convenient ways to check voicemail: 

  1. Log into Aptela and click on the Directory. 
  2. Open your profile and scroll down to Message Notification. 
  3. Next to Voicemails, check the first two boxes (enabled and include content).
  4. Enter your email address in the Target Email Address field. Multiple email addresses may be entered, simply separate them by a comma with no spaces.  
  5. Click Save at the bottom of the screen. 

Note: The operator manages VM to email options for departments.

How do I archive VM?

Please note that you must create a folder in your Aptela account where you must archive the saved voicemails so that the message light only blinks when you have a new voicemail message. 

  1. Log into the Aptela web interface.
  2. Click on Messages.
  3. Click on Add Folder.
  4. Label the folder and click Done.
  5. Choose the saved messages by checking the box to the left of each message listed (or choose Select All to check all of the messages at once).
  6. Click Move.
  7. Choose the voicemail archive folder you have just created and click Done.
  8. Alternatively, you may also choose to Delete the saved messages. 

How do I record a voicemail greeting or name?

You must record your name and greeting to initiate your voice mail account. This can easily be done from any telephone.

This recording will be used:

  1. When outside callers search for you in the company telephone Directory (i.e., for use in the Call Tree).
  2. When other users of the system use the Caller ID function to screen calls.
  • Record your name: 
  1. From any phone, dial your Aptela phone number and press star (*).
  2. Enter your extension and PIN. 
  3. Press the pound sign (#) after entering your extension and again after entering your pin to speed things along.
  4. Select 0 to set up or change voice mail features.
  5. Select 1 to record your name.
  6. At the prompt, record your name as you would like it to sound in the company telephone directory.

Note: If you do not record your name the system will use a default recording ("unknown"). For group voice mail accounts, record the name of the group.

For further information on voice mail navigation, see Voice Mail General Navigation.

Record your greeting:

  1. From any phone, dial your Aptela phone number and press star (*).
  2. Enter your extension and PIN.
  3. Select 0 to set up or change voice mail features.
  4. Select 2.
  5. At the prompt record your greeting as you would like it to sound when people call you. 

Note: You can easily change your greeting to be specific about office hours, availability, travel plans, or when callers can expect a return call.

For further information on voice mail navigation, see Voice Mail General Navigation.

How do I receive Message Notifications (Fax/Message Forwarding)

  1. Log into Aptela and click on the Directory. 
  2. Open your profile and scroll down to Message Notification. 
  3. Next to the method of notification you would like (Emails, Calls, Voicemails, Announcements or Faxes), check the first two boxes of each type (enabled and include content).
  4. Enter your email address in the Target Email Address field. Multiple email addresses may be entered, simply separate them by a comma with no spaces.  
  5. Click Save at the bottom of the screen. 

Note: One must be logged in as the operator, and in the operator profile to determine fax routing.  

How do I access group Voicemail using my personal extension?

From your phone:

  1. Access your voicemail
  2. Press 2 to access group voicemail.

Notes:

  • Be sure you have enabled Access Your Group Mailboxes when checking Voicemail in your profile. 
  • If you have enabled Trust CallerID for Voicemail Access in your profile, you will not need to enter a pin each time you want to access your group mailbox.
  1. Log onto your Aptela account (app.aptela.com).
  2. Click Messages.
  3. Choose the group you wish to view from the menu on the left hand side. 
  4. You will now see the call log including any voicemails that may be present. You can filter the view by choosing the displays options and the left hand side.  

Why does my Voicemail light still blink even though I have checked my messages? 

If your voice mail light on your phone is still on, even though you have no new messages:

  1. It is usually an indication that you have an older voicemail still in your personal or department Messages area.
  2. Please check your Preferences section.
  3. Select Mailboxes. 
  4. Adjust your Number of days to show... to no time range.
  5. Examine your Messages areas for older voice mails and process appropriately (archive or delete).

How do I Instant Message on the Aptela web interface?

  1. Click on Directory.
  2. Go to the user you would like to Instant Message. If this user is signed on to Jabber and available to chat, the word bubble icon next to their name will be yellow. If they are not signed on, it will be white.
  3. The user must be signed on. Click on the yellow word bubble icon and proceed to Instant Message. 

What is "Trust for VM Access"?

This feature allows you to call your Voicemail without entering your password.

Call Management and Handling

Why are some calls are going straight to voice mail or are not ringing any phone numbers in a user's Find Me List?

Check to make sure that the numbers and/or SIP addresses in the Find Me List for the user are entered correctly. To do this:

  1. Log onto your Aptela account (app.aptela.com).
  2. Click on Directory.
  3. Click on the username to open up the user profile page.
  4. SIP addresses should be as follows: 
  5. sip:username.groupname@aptela.com or just click the Aptela SIP phone box.

Also be sure that the user has not included the assigned Aptela account phone number or any main business phone number that you are forwarding to your Aptela account. To do this: 

  1. Phone numbers should be enabled in the Find Me List and Calling Method cannot be Disabled.
  3. In general, Detect Machine should not be checked and the ring count should be 3 or 4. 
  4. Click Save at the bottom of the screen if you make any changes. 

How do I make all calls to an extension go directly to voicemail?

  1. Log in as Operator (each individual user may do this as well using their personal user ID and password).
  2. Click on Directory. 
  3. Click on the user (extension) you wish to have go directly to voicemail. 
  4. Under Calling Method, choose Disabled.
  5. Make sure the Use Aptela Voice Mail circle is filled and No Answer Destination is Voicemail.  
  6. Scroll to the bottom of the window and click Save. 

Now all calls made to that extension will go directly to voicemail

Why doesn't the phone connect after the caller is prompted for their name?

  1. Login into the Aptela Web interface.
  2. Click on My Account. 
  3. Look under Call Customization. 
  4. Next to the Caller Ident. Message option, click Enabled and change the Duration to 3 sec.
  5. Scroll to the bottom and click Save.

The dial by name on our main menu says "unknown" when someone tries to reach a user.

Each user must record their name prompt and voice mail greeting. Aptela uses the name prompt to respond to the dial by name selection and if there is no recording, the caller will hear "unknown."

To record your name prompt and voicemail greeting: 

  1. Dial your Aptela number and hit the star (*) key.
  2. Follow the prompts for entering your extension and PIN.
  3. Select option 0 (zero) from the menu. 
  4. Record your name prompt and voicemail greeting.

Why am I receiving calls for the wrong extension?

Phones ordered from Aptela come preconfigured for each user. Customers must be sure they are using the phone configured specifically for them. If you have been receiving calls for the wrong extension, try switching phones with the person who is receiving the calls for your extension. 

What is an Attendant Transfer? 

Attendant transfer will direct callers first to a designated individual or department. If no one answers, the call routes to the Call Tree.

How do I set an Attendant Transfer? 

1. Log in as the Operator.

2. Click on Preferences page and under Call Tree, click on Attendant Transfer. Choose the user that is to be the Attendant and then hit Save. Attendant Transfer is disabled by choosing None (default). 

Question: Can I transfer outbound calls? 

Currently this feature is in development. We expect it to be ready in August 2006. At that time, transferring outbound calls will be just the same as transferring inbound calls.  

Why does the Directory by Name say "that is not a valid entry" when attempting to connect to an extension or user?

  1. Log into your Aptela account (app.aptela.com)
  2. Click on Directory.
  3. Click on the desired user.
  4. Scroll down to Privacy / Call Screening.
  5. Check the box next to in Public Directory.

What is Operator Transfer?

Router calls to an extension after call tree plays. 

1. Log in as the Operator.

2. Click on Preferences page and under Call Tree, click on Operator Transfer. 

How do I transfer a call?

The easiest way is the press #. You then have these options:

  1. Return to call.
  2. Send call to voicemail.
  3. Transfer to another extension
  4. Directory lookup to transfer to another extension
  5. Transfer to any 10-digit phone number.
  6. Transfer to call tree. 

Via the Polycom phone:

1. Hit the transfer button.

2. Type in 7 and the extension

3. Hit the transfer button again.

4. This will ring through that person's Find-me List.

How do I place a Conference Call?

http://app.aptela.com/AptelaHelp/directory/invite_someone_to_a_conference_call.htm

How to I have my calls routed to another user while I am on vacation?

You can manually do this by entering other people or SIP address into your Find-me List.  

How many menus and submenus can I have in the Call Tree?

Up to 8 sub-menus per top-level menu option.

How do I connect to another extension?

To connect with another extension: 

  1. press 7 then the extension to be connected with your party's Find Me List
  2. press 5 then extension to be connected with your party's SIP Phone. Please note this will not ring to the person's Find-me List or to their Voicemail

Faxing

How do I view faxes in the Aptela? 

  1. Click on Messages. 
  2. Select the name of the Fax you want to view.
  3. Make sure that you've also selected to Display the available faxes from the left navigation area.
  4. The View Fax window appears.

Can a dedicated fax number be assigned to a particular user? 

Yes. Please contact Aptela customer support and they will assign a dedicated fax. Please include what area code you prefer the number to be in.

Why do our faxes not open completely or why can we not view the entire document

  1. Make sure that the fax is not opening in "Quicktime".
  2. You will need a PDF viewer. Either Adobe PDF for Windows or the Preview for Mac OSX.

How do we send/receive faxes?

Your account is automatically set to receive faxes so you may give the Aptela account phone number and / or any number your are forwarding to Aptela as your fax line.

Faxes can be auto forwarded to your email address. To set this: 

  1. The administrator needs to log in as the Operator.
  2. Click on Directory.
  3. Open the Operator profile.
  4. Under Message Notification, check the first two boxes (enabled and include content) next to Faxes.
  5. Enter an email address in the Target email field.
  6. Click Save at the bottom of the screen. 

Sending a fax is similar to e-mailing someone. To send a fax: 

  1. Go to the Messages screen.
  2. Click on New Fax. 
  3. Enter the desired fax number and attach the file as you would an e-mail attachment. Remember, the file must be in .html or .tiff (other formats are forthcoming).

Phone / Hardware

What phones are compatible with the Aptela system?

Polycom 301, 430, 501, and 601 are the recommended and supported phones. Almost any SIP phone should work but not all SIP properly conform to open standards upon which Aptela is based. Aptela has worked with phones from Cisco, Linksys, Grandstream, and others, but we cannot guarantee support or inter-operatability with any phones other than the Polycom supported phones.  

Call Tree

Is it possible to set up an after hours greeting in my Call Tree?

Please see the Call Tree section of Aptela Help file:

http://app.aptela.com/AptelaHelp/aptela_online_help.htm

How do I create my own Call Tree? 

Please see the Call Tree section of Aptela Help file:

http://app.aptela.com/AptelaHelp/call_tree/build_a_call_tree.htm

We want to change our Call Tree. Can we use "Templates" to do this ourselves?

 Please see the help guide to managing call trees: http://app.aptela.com/AptelaHelp/call_tree/build_a_call_tree.htm

Notes:

You may certainly make Call Tree changes yourself, but it is recommended that you speak with a customer service representative first before doing so.  

Using the "Templates" option can cause you to lose your existing Call Tree. 

We always advise creating a call tree map, flow diagram before embarking on call tree changes.

What is the difference between the Call Tree Block options?

The Main Menu specifies options and actions available to callers, who select the option or action by pressing a specified touchtone key on their phone.  Actions are determined by building blocks that are chosen from a drop down list that appears when selecting the Add Block to Menu feature.  

  1. Audio Block. Plays a recording, the Greeting is an example of this block.
  2. Data Capture Block. Captures information and e-mails an advisory to selected individual(s).
  3. Directory Block.Lets callers access an alphabetical directory to connect to an employee or power user, or dial an extension number to reach an employee, power user or department.
  4. Document Block. Combination block for recording & faxback.
  5. FAQ Block. Allows frequently asked questions and answers to be listed.
  6. Fax-back Block. Lets callers request a faxback (this could be a press release, directions or any information company wishes to send).
  7. Menu Block. Gives callers access to a submenu, such as faxback documents or different press releases.
  8. Record Block. Records a message and delivers it to the main message box.
  9. Stock Quote Block. Delayed stock quote information accessed here.
  10. Transfer Call Block. Transfers a call directly to a specified employee, power user or department.

How many menus and submenus can I have in the Call Tree?

Up to 8 sub-menus per top-level menu option.

How do I save greetings from my Call Tree?

In each Call Block, right click on "Click here to play" and choose the "Save as..." option to download to your machine.

Billing / Call Reports and Logs

Can I view my statements online?

Yes. To access the Aptela billing center:

1. Log on to your account as operator.

2. From the menu bar, selct "Help" and then "On-line billing".

3. You will see a screen with a summary of your current bill.

4. At the top of the screen, select the tab "View Bill".

Can I pay my bill online?

Yes. Please visit your Aptela Billing Center

To access the Aptela billing center:

  1. Log on to your account as operator.
  2. From the menu bar, selct "Help" and then "On-line billing".

How do I generate inbound call reports? 

  1. Login into the Aptela as Operator.
  2. Click on Messages.
  3. Click on Run Reports.





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