C. FAQ

C. FAQ

In this section we focus on frequently asked questions.

 

 

 

 

Where do I get help to my trial?

If you need any help to your trail you are able to call the free support-hotline (GER: +49 800 63 66 553, AT: +43 2742 755 66 553, UK: +44 0118 321 553) from Monday to Friday between 9 am to 5 pm.

After you ordered your trail you'll receive your access data to the support system with a automatically generated mail. Here you also have to possibility to generate tickets and monitor the support process to your tickets.

Further information as well as manuals, leaflets and overviews are available via mynfon.com.

Top of the page

   

Where do I find information about my trial?

Via "B. Configuration" you'll find any more information to your trial.

Top of the page

  

How do I administer my trial?

You're able to configure your trial easily via the NFON administration portal. Please log into the respective administration portal via your contract ID and your nvoice password. After login you're able to do all necessary configuration by yourself.

In the NFON administration portal manual you'll find further information.

Top of the page

  

Which network configuration settings are necessary for setting up my trial?

For your trial it is necessary to consider several network configuration settings. Please consider the NFON Plug & Play leaflet or the NFON Plug & Play leaflet.

Top of the page

   

How do I log in to the administration portal?

To log in to the NFON administration portal you'll need your customer number (see A. Overview) on the one hand as well as your nvoice password on the other hand. You'll receive your individual nvoice password to your trail with a second, separted mail.

Top of the page

  

Where do I find the manual to the administration portal?

All manuals, leaflets and overviews are available via mynfon.com.

Here you'll find the manual for the NFON administration portal.

Top of the page

  

What is an extension?

In order to understand the system and its configuration, it is essential to understand that the extension is the basis of the telephone system. A number is not assigned to a person or a telephone but to the extension. In turn, this extension can be assigned to a destination. Possible destinations are:

  • Telephones (or a fax machine)
  • An eFax
  • Services (such as queues)

An extension is always the internal number, i.e. this number is used to reach parties and also services within the company without dialling the outside line prefix (leading “0”). This internal number is always completely independent of the direct dial number dialled from outside. That is, extensions cannot be valid at all from outside or in theory, with a different number sequence. In the case of telephones, it is usually typical for the internal telephone number (extension) to also correspond to the external telephone number (direct dial number).

Top of the page

   

How do I administer my extension?

Please log in to the NFON administration portal with your customer number (see A. Overview) and your nvoice password which you'll receive in a second, automatically generated mail. In the administration portal please click on the navigation item "Targets", in the main window (List) you can add a new phone extensions by clicking the plus-button, it is also possible to change an existing phone extension (double click).

Here you'll find more information how to log into the administration portal.

To administer an extension by user please use Ncontrol. Further information to Ncontrol you'll find here.

Top of the page

  

How do I use my test phone?

Dependent on which system phone you use for testing, there are several approaches how to use your test phone. 

You'll find all manuals to the supported desktop phones in the NFON documentation.
Top of the page

 

 

Is my trial free of charge?

Yes, there are no costs for trial customers.

Top of the page

  

What are the advantages of a cloud telephone system?

The cloud telephone system comes directly from the internet. Access it from anywhere. Simply via the internet: from the office, a subsidiary, the home office or on the road by smartphone or laptop. With that you eliminate telephone system hardware, the telephone connection and the technician.

Top of the page

  

Does the cloud telephone system use modern VoIP technology?

Some say hosted PBX, others say IP Centrex. We simply call it the Cloud telephone system. But all three names refer to the same technology: The telephone system is outsourced to a powerful computer centre and accessible from anywhere with VoIP technology via internet or the Cloud.

Top of the page

  

How safe is the cloud telephone system?

The telephone system of the future is operated via the internet. But that doesn't mean there's no hardware. This, however, is located at the high-end computer centre – fully redundant operation and geographically separated servers for failure resistance. All guaranteed and TÜV certified.

Top of the page

   

What is CTI?

With computer telephony integration, or CTI, you control your system phone on your computer whilst all information from your customer database is also displayed on your monitor. Regardless whether you're at the office, your home office or travelling with your laptop.

Here you'll find overviews about the NFON CTI clients for Windows and for Mac.

Top of the page

  

What is FMC?

Simply link your mobile to the cloud telephone system: fixed mobile convergence, or FMC, turns your mobile into a full fledged extension. Use all high-end functions and phone mobile using your office number.

Here you'll find futher more information about the NFON FMC clients.

Top of the page

  

Can analogue devices be tied into the cloud telephone system?

All analogue devices can simply be used tied into the cloud telephone system with an analogue telephone adapter, or ATA. Whether IP telephone, mobile phone, softphone, DECT telephone or conference telephone – our cloud telephone system is compatible with numerous devices. And with Plug & Play all you need is to plug in your devices to start using over 100 high-end functions.

Top of the page

   

Do I need an SDSL connection for the modern business communication?

Synchronous DSL, unlike ADSL, is equally fast in both directions. So perfect for transmitting large data files online or making numerous calls at once. It's best to use the cloud telephone system with SDSL, but ADSL can also be used.

Top of the page

   

What is a time control service?

A caller can only indirectly recognise a time control. That is, the caller is guided according to the time. For instance, this function is used for a company’s business hours. Monday to Friday (9 am to 6 pm), callers should reach the company staff as usual. Calls outside the specified time are then routed to the company mailbox for example. A time control only recognises 2 intervals (Monday to Friday (9 am to 6 pm). If for example you also have a lunch hour and callers need to be routed to the company mailbox from 12 pm to 2 pm, you must link 2 time controls to each other (exception).

Here you'll find further information about the time control service.

Top of the page

   

What is an IVR (Interactive Voice Response) service?

First of all, an Interactive Voice Response (IVR) is an announcement. The customer then has various options to interact.

Example:

For sales enquiries please press "1", for technical support please press "2".

Here you'll find further information about the IVR service.

Top of the page

   

What is a queue service?

A queue “puts off” a customer, should not enough staff be available to answer the call right away. For example, hotlines use this function.

Further information about a queue service, you'll find here.

Top of the page

  

How do I access my voicemail?

Dial *791 to access your voicemail. Subsequently you enter your voicemail PIN of four digits. This one you'll find in the NFON administration portal within "Targets" before you search for your extension. Please open your extension via double click. You'll find your voicemail PIN within the section "Voicemail".

Top of the page

   

What is a softphone?

A softphone is a software program for making telephone calls over the Internet using a general purpose computer, rather than using dedicated hardware. Often a softphone is designed to behave like a traditional telephone, sometimes appearing as an image of a phone, with a display panel and buttons with which the user can interact. A softphone is usually used with a headset connected to the sound card of the PC, or with a USB phone.

Top of the page

  

How do I send an eFax?

Fax is a virtual fax machine. eFax allows you to receive standard faxes in PDF format via your email account. On the NFON administration portal, please click on the navigation item "TARGETS", click on the plus-button in the "Targets window", then select "an efax extension". A new window is opened for New efax extension. You can also modify an existing efax extension, by double-click on the efax extension in the selection area.

Please send an eFax via Ncontrol. Please log in to Ncontrol with your customer number (see A. Overview), your extension and your voicemail PIN which you'll find in the administration portal within "Targets" and lastly in the configuration settings of your extension. For further steps please have a look in our manual for Ncontrol.

Here you'll find further information about an eFax.

Top of the page

  

How do I dial into a conference?

On the NFON administration portal, please click on the navigation item "Targets", Now, in the targets window click on the plus-button, then select "a conference service", to create a new conference or select one of the listed conferences, now you can change this selection by double-click (opens a new window). Please dial the conference call number with your system telephone. Then you have to type in a four digits PIN number dependent on your role as conference leader or member.
Top of the page

 

 

Where can I download the CTI, softphone and FMC clients?

All clients are available via the downloads page of mynfon.com. Just click on the specific client you are interested in and download the installation file. All manuals to these clients are available via mynfon.com as well.

The FMC client is available in the respective store of your operating systems provider. Please consider our FMC compatibility lists for Android, BlackBerry and iPhone.

Top of the page