UCx Frequently Asked Questions

Yes, calls can be parked and retrieved on the Poly, Polycom, Cisco, and Yealink phones using the Park and Retrieve (Unpark on Cisco phones) softkeys.

Calls can be parked and retrieved in UCx with Webex by placing an existing call on hold, opening a new call, and dialing Feature Access Codes (FAC, or ✱ star codes).

More detailed park, transfer and hold instructions on Poly phones are here.
More detailed park, transfer and hold instructions on Cisco phones are here.

Parking a call

While on a call, select Hold
- The original call is placed on hold
Select New Call
Dial ✱68 + extension you want to park call at
Select Dial/Send/Call
The call is parked

Retrieving a call

Select New Call
Dial ✱88 + extension you want to retrieve the call from
Select Dial/Send/Call
The call is retrieved

2. Can we move the Park button to the first page?

Softkeys may be moved by entering a request with TPx.

3. Can the Park/Retrieve buttons be programmed?

Softkeys may be programmed by entering a request with TPx.

4. How do I transfer a call? Can we recall a transfer call if the party don’t answer?

More detailed park, transfer and hold instructions on Poly phones are here.
More detailed park, transfer and hold instructions on Cisco phones are here.

There are two methods of transferring calls from a physical telephone –

Consultative (a.k.a. announced, warm, soft, handheld transfer)

While on a call, select Transfer
- The original call is placed on hold
Enter the number you want to transfer to and select Dial/Call
Wait for other party to answer the call and let them know you are transferring a call
Select Transfer to give them the call
If the person you are transferring to does not answer or if the call is answered by a voicemail box
- Select Cancel
  - You will be returned to the original call that is on hold
- Select Resume to speak with original caller

Blind (a.k.a. un-announced, cold, hard)

While on a call, select Transfer
- The original call is placed on hold
Select Blind
Enter the number you want to transfer to and select Dial/Call
The call is transferred at once
You cannot recall a Blind transfer

5. How do I transfer a call? and Can we recall a transfer call if the party don’t answer”

UCx with Webex

There are two methods of transferring calls from UCx with Webex –

Consultative (a.k.a. announced, warm, soft, handheld transfer)

While on a call, select Options (three dots icon)
Select Transfer
Enter a name or a telephone number
Select Consult First
Select handset icon for audio call or video camera icon for video call
- The original call is placed on hold
Wait for other party to answer the call and let them know you are transferring a call
Select Complete Transfer to give them the call
If the person you are transferring to does not answer, or if the call is answered by a voicemail box, select Cancel (red X icon)
You will be returned to the original call that is on hold
Select Resume to speak with original caller

Blind (a.k.a. un-announced, cold, hard)

While on a call, select Options (three dots icon)
Select Transfer
Enter a name or a telephone number
Select Transfer Now
The call is transferred immediately

6. How do I put a call on hold on this phone, and then pick it up on that phone?

Place a call on hold by selecting the Hold key
Resume the call by selecting the Resume key
If you have multiple calls on your phone at the same time
- Select the call you want to resume using the Navigation arrow keys to highlight the call
- Select Resume
You must select the call to Resume it
You must select Resume before you pick up the handset
You can only Resume calls that were put on hold on that phone

Other lines (key system)

7. Can I have other people’s lines on my phone (BLF or SCA)?

TPx provides Voice-over-IP system (VoIP) telephony. TPx does not provide traditional key systems.

The VoIP system can function similar to a key system. You may have Busy Lamp Fields or Shared Call Appearances on any unused key on the left and/or right side of your phone screen, or an unused key on an attached expansion module (when available, up to 50 BLFs and up to 5 SCAs).

Busy Lamp Fields

BLFs keys on your phone that will show another user’s phone number
BLFs allow you to call the other user (like a speed dial)
BLFs allow you to answer their calls (like an additional line)
BLFs allow you to monitor their calls (know when they are on the phone
BLFs allow you to see the line the BLF is connected to
BLFs do not allow you to not intrude into the call)
BLFs allow you to transfer calls to the BLF
BLFs allow you to park calls to the BLF
BLFs cannot be used to make outgoing calls

Shared Call Appearances

SCAs are keys on your phone that are another user’s number
SCAs are another person’s line showing on your phone
SCAs can make outgoing calls using the and will show the SCAs Caller Line ID
SCAs can be answer when incoming calls ring on SCA
SCA is a fully functional additional line

System Administration (Admin account, Users, Services, Scheduling, Call Flow)

8. I didn’t receive my credentials for signing into the admin portal. (Broadsoft or other)

Contact TPx Support.

9. How do I add a new user?

Contact TPx Support. Adding users has billing and licensing implications and must be done by TPx.

10. How do I change AA announcement?

There are a few ways to change an Automated Attendant announcement/greeting.

The quickest way is –

Have your Auto Attendant script prepared in advance
Dial your Voice Portal telephone number
- If you do not know your Voice Portal number, please Contact TPx Support
Select ✱ when prompted
Enter your voice portal extension, then #
Enter 37243724 # for the password
Follow the prompts
Automated Attendant greetings is 1

This will put the announcement/greeting in place at once.

Another method that has more steps but is also more flexible –

WRITE YOUR AUTO ATTENDANT ANNOUNCEMENT SCRIPTS

Create a script for your Auto Attendant announcement that matches the Auto Attendant options. You may need different scripts for your Business Hours, After Hours, and Holiday announcements.

SET UP VOICE MAIL TO EMAIL

To be sure you are receiving Voice Mails as emails, do the following –

Select Users
Select Search
Find the user account
Select Messaging
Select Voice Management
Enter an email address in the box Email a carbon… and check the checkbox
Select Save

RECORD THE AUTO ATTENDANT ANNOUNCEMENT

Find a TPx phone that is not yours, preferably in a quiet location.
Call your extension and let the call go to Voice Mailbox
At the beep, record the Auto Attendant announcement as a message
Open your email application and find the email from [email protected] or [email protected]
Right-click the MP3 attachment and save it to a directory

CONVERT THE AUDIO FILE

Broadsoft uses WAV files, so the MP3 file must be converted to a WAV file as follows –

Using an audio editor such as Audacity, or an online conversion service, convert the MP3 file to a WAV file with the following specifications
- 8 or 16 kHz audio sample rate
- 8 or 16 bitmono
- µ-law, A-law, or PCM audio encoding codec
- Maximum audio file size – 5MB
- I recommend 8kHz, 8 bit mono, µ-law

UPLOAD THE FILE TO THE ANNOUNCEMENT REPOSITORY

Enterprise administrators

With your Enterprise administrator account, log in to the Broadsoft administration website – https://ucx.telepacific.com
Select Group
Select Search
Select the Group you want to add the announcement to
Under Options in left sidebar, select Services
Select Auto Attendant and select Auto Attendant you want to add announcement to
Select Profile
Select Announcement Repository
Select Add
Name the file
Choose the file from your system
Select OK to upload
Go back to Services → Auto Attendant → Menus
Select the Business or After Hours menu as appropriate
Select Personal Greeting and select the WAV file in the pull-down box
Select OK

Group administrator

With your Group administrator account, log in to the Broadsoft administration website – https://ucx.telepacific.com
Under Options in left sidebar, select Services
Select Auto Attendant and select Auto Attendant you want to add announcement to
Select Profile
Select Announcement Repository
Select Add
Name the file
Choose the file from your system
Select OK to upload
Go back to Services → Auto Attendant → Menus
Select the Business or After Hours menu as appropriate
Select Personal Greeting and select the WAV file in the pull-down box
Select OK

You can load and reload messages to the Business Hours Menu in the AA as needed, say for bad weather day, holiday, etc. For example, you could load another greeting in place of the usual greeting, then load the usual greeting back after the special day is over.

https://www.tpx.com/support/dsci-wav-file-specifications/

https://www.tpx.com/support/using-audacity-2-0-x-save-wav-files/

11.How do I change schedule for holiday or emergency office closure?

If in doubt about how to change your schedule or call flow, please Contact TPx Support.

NOTE – one TPx customer’s schedule settings may be similar to another or may be completely different. The steps below should be considered a general troubleshooting guide, and not an end-all-be-all solution for all TPx customers. The steps assume a basic knowledge of Broadsoft administration, a Broadsoft administrator login ID and password, and a basic familiarity with telephony terms and procedures. If in doubt about your schedule or call flow, please Contact TPx Support.

An emergency scheduling change depends on the call flow, and there may be many ways of handling an emergency closure with a single call flow. It is best to know your call flow and select the change to best fit. Below are some examples –

Main number rings to a single phone – do one of the following
- Set Incoming Calls → Call Forwarding Always
- Set Incoming Calls → Call Forwarding Busy
- Set Incoming Calls → Call Forwarding Selective
Main number rings to a Call Center – do one of the following
- Sign all agents out of queue
- Call rings according to Routing Policy → Stranded Calls
- Set Routing Policy → Forced Forwarding to temporarily divert new incoming calls to a different number
- Set Routing Policy → Holiday Service to divert new incoming calls to a different number based on a Holiday Schedule
- Set Routing Policy → Night Service to divert new incoming calls to a different number based a schedule, or whether Night Mode has been enabled or disabled.
- Set Incoming Calls → Call Forwarding Always
- Set Incoming Calls → Call Forwarding Busy
- Set Incoming Calls → Call Forwarding Selective
Main number rings to an Auto Attendant – do one of the following
- Set Incoming Calls → Call Forwarding Always
- Set Incoming Calls → Call Forwarding Busy
- Set Incoming Calls → Call Forwarding Selective
- Change Business hours, After hours, or Holiday schedule(s)
Main number rings to a Hunt Group – do one of the following
- Set Incoming Calls → Call Forwarding Always
- Set Incoming Calls → Call Forwarding Busy
- Set Incoming Calls → Call Forwarding Selective
- Change Business hours, After hours, or Holiday schedule(s)

12. Why are my calls not behaving as I requested?

If in doubt about your call behavior, please Contact TPx Support.

NOTE – one TPx customer’s call flow may be similar to another or may be completely different. The steps below should be considered a general troubleshooting guide, and not an end-all-be-all solution for all TPx customers. The steps assume a basic knowledge of Broadsoft administrator, a Broadsoft login ID and password, and a basic familiarity with telephony terms and procedures. If in doubt about your call behavior, please Contact TPx Support.

There could be many reasons for odd behavior. Some things to check –

It could be your phone

Reboot your phone by unplugging network cable (and power cord if you have one)
As phone reboots, notice any messages on screen, and take a photo with your cell phone
Once booted up the phone should play a short tune and should show a green check mark next to you extension (top left corner of screen)
You may see a white or green ‘snowman’ instead of checkmark
Check if your phone is on DND
Check if your phone is forwarded to another phone
Check that your volume is turned up for handset, speaker, and headset
Lastly, Contact TPx Support

It could be your call flow

Check that your main number is ringing to where you expect by placing a call from your cell phone or an outside phone to your main number
What happened?
Did the call ring to where you expected?
Did it ring to another number or to a voicemail box?
Check the Schedule settings (if any) for your main number
What are the Business hours settings?
What are the After hours settings?
What are the Holiday settings?
If main number is an Automated Attendant, Hunt Group, or a Call Center, check the Incoming Call settings Is Incoming Calls → Call Forward Always enabled?
- Is Incoming Calls → Call Forward Busy enabled?
- Is Incoming Calls → Call Forward Selective enabled?
If main number is a Call Center also
Sign all agents out of queue and let call ring according to Routing Policy → Stranded Calls
Set Routing Policy → Forced Forwarding to temporarily divert new incoming calls to a different number
Set Routing Policy → Holiday Service to divert new incoming calls to a different number based on a Holiday Schedule
Set Routing Policy → Night Service to divert new incoming calls to a different number based a schedule, or whether Night Mode has been enabled or disabled.
Lastly, Contact TPx Support.

UCx with Webex – Activation, Meetings

13. I don’t have my WebEx activation email yet.

Contact TPx Support.

14. We received UCx information for 10 of our users.

Contact TPx Support

15. When will we receive the information to download UCx app for the rest of our users?

Contact TPx Support

Meetings

16. How do I schedule meetings?

Meetings may be scheduled and created in a few different ways. Meeting capacity and some meeting features are dependent on your license bundle. Contact TPx Support if you have license bundle questions.

UCx with Webex – all bundles

Select your Profile icon → Settings → Meetings
Select Webex scheduler to schedule meetings using UCx with Webex built-in scheduling tool
Select Microsoft Outlook to schedule meetings using UCx with Webex built-in scheduling tool
Schedule a meeting in Outlook calendar
Use @meet location to schedule with a unique meeting code and password
Use @webex location to schedule in your Personal Meeting Room (PMR)

UCx with Webex Basic

As of June 2023, UCx with Webex Business users do not have a Personal Meeting Room (PMR) and cannot create meetings outside of using a Space meeting. Limited 40 minute PMR functionality is coming later in 2023.

Create a meeting in a Space
Create a Space with one or more people
Select Meet button, or select Schedule → Schedule a meeting
Under Meetings
Select Join a meeting

UCx with/Webex Pro & UCx with Webex Elite

Create a meeting in a Space
Create a Space with one or more people
Select Meet button, or select Schedule → Schedule a meeting
Under Meetings Do one of the following
Select Start a Personal Room Meeting
Select Join a meeting
Select Schedule a meeting

Call Recording, Storage, Archiving

17. Why am I running out of storage space?

Contact TPx Support to have your retention time increased.
Contact TPx Support to purchase a disk space increased.
Or you can select and archive calls that are in your Integrations list or Recycle Bin. See Smartrecord Archiving below

18. Why aren’t my calls being recorded?

You may need to check settings in Broadsoft and in Smartrecord.
More information please review the following articles to learn more about call recording and here.

Select Users
Select Search
Find the user account
Select Call Control
Select Call Recording
Set Record Call according to your needs
- Always – automatically record all calls
- Always with Pause/Resume – Automatically record all your calls with the ability to pause and restart recording during the call
- On Demand –
  - Calls are automatically recorded from the beginning to the end
  - To keep a recording you must record the call
  - Once a call recording is marked as kept, the pause/resume functionality becomes active
- On Demand with User Initiated Start –
  - Recording of the call is not started until you record the call
  - Once the call is being recorded, the pause/resume and stop functionality become available
- Never – turn call recording off
Select OK

Check Smartrecord Subscriber settings

Sign in to Smartrecord https://smartrecord.dsci-net.com/CallRecorder/Home
Select Admin
- If you do not see Admin, please contact your Smartrecord group administrator or TPx support
Select Organization
Select Subscribers
Select a Subscriber
Check the Subscribers’ Retention Policy and Recording Policy settings
For assistance, see Smartrecord Help under User Menu → Help or Contact TPx Support

For UCx with Webex Meeting recording issues, Contact TPx Support.

19. How do I archive recordings?

Smartrecord has a built-in archiving to that will run scheduled on one-off archive processes.

Archive Scheduler
- Sign in to Smartrecord at https://smartrecord.dsci-net.com/CallRecorder/Home
- Download and install the Archive Scheduler from User Menu → Client Tools → Archive Scheduler
When installed, select Modules → Archive Scheduler
If not already filled in, enter Storage Folder Path and Instance Name (default Instance Name is your computers name)
Select New
- Enter a Name for the archive
- Check Enabled to run the process after saving settings
- Check Repeat on a Schedule if this is going to be a recurring archive process
- Select schedule by checking or unchecking Months, Weeks, Days, Hours
- Enter number of days of calls to archive
- Select Save

If Enabled, the archive process will run.

For more details, see Smartrecord Help under User Menu Help

Voicemail

20.Can the voicemail transcription replace the .WAV file for carbon copies free of charge?

Contact your salesperson orContact TPx Support

TPx Support Center

Park, Transfer, Hold

1. Can we add Park button on our line keys?