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LogixCare™ is our dedicated customer care program for your new FoneLogix cloud-hosted VOIP phone system. The FoneLogix team is committed to providing superior service, assistance and guidance with your equipment for the life of your account. Installing, configuring, maintaining and updating your VOIP phones and PBX are all just a click or phone call away.

Clients have peace of mind with a secure and reliable cloud-hosted PBX environment powered over your high-speed business internet bandwidth. LogixCare support and customer care is the backbone of our products, services and solutions. Our staff stands squarely behind you and your communications investment.

Below, we provide answers to frequently asked questions (FAQs) to help guide you through common issues and challenges when administering your personalized cloud-hosted VoIP portal features. Additionally, we address everyday tasks and procedures to make your job easy.

Frequently Asked Questions

LogixCare provides customers with dedicated support:

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General Support

Dial * + <the extension>

You will be prompted for the voicemail password for that extension

There are three types of call forwarding that can be configured on a Yealink phone.

“Always forward”, “busy forward”, and “no answer forward”.

Always Forward will unconditionally forward all calls made to your phone to the specified telephone number.  If your phone is a member of a ring group, your phone will forward the call and bypass the other ring group phones.

Busy Forward will conditionally forward all calls to the specified telephone number if the handset is already on a phone call.

No Answer Forward will conditionally forward all calls to the specified telephone number if an incoming call is not answered in a specified amount of time.

Follow link below to download detailed instructions.

Download Call Forwarding Document

You can forward an inbound call directly to another extension’s voice mail.

With the caller on the line, enter the following button sequence:

Transfer <ext> * Transfer

Log in to portal mypbx.fonelogix.com using your username and password

Select SERVICES from menu bar across top of page

Select EXTENSIONS from side bar menu

Select your extension number from list of extensions

Under the Routing & Configuration heading, make sure the Call Routing tab is selected

Look at the Inbound Dialing Rules Section (Read the notes listed there)

Use the v (down arrow) in the selection boxes to choose your selection.  To forward a call to your cell, select Outside Number and fill in your cell number in the second box WITHOUT any dashes or ( )’s, ie.  7704558555

Scroll to top or bottom of page and select SAVE

Remember this action will stay active until you change it back

Follow link below to download detailed instructions.

Download Forward Inbound Call to Cell Phone Document

Dial * + <your extension>, *101, for example, to reach voicemail.  You may also press the “VM” or “Message” button on your phone, (It has an envelope icon).

NOTE: The first time you access voicemail, you will be prompted to change the password.  You may not use your extension as the password.

Select link below for info on Main Menu and Mailbox Options.

Download VoiceMail System Instructions Document

  1. Login at mypbx.fonelogix.com, click Services on top menu, then Call Blocking on left menu
  2. Select New Call Block, add the phone number, the direction of the block and a short optional comment.
  3. All blocked calls will ring as busy.

Time Frame settings are applied by configuring a Time Frame, then routing a phone number, extension or any other feature to that has a Time Frame setting. For example, if you wanted calls to your phone number to ring an auto attendant during business hours, but go to a mailbox after hours, you would first create the Time Frame setting. For the During Hours option, select the auto attendant. For the After Hours setting, select the mailbox. Then go to the settings for the phone number, and select Time Frame as the option for the Route To: field.

To create a Time Frame setting, click on Time Frame, then click on New Time Frame:

  • Time Frame Name – A short name given to each Time Frame setting, just for something to refer to the setting by within the system.
  • During hours forward call – Select how youd like incoming calls to be routed during normal hours.
  • After hours forward call – Select how you would like incoming calls to be routed after normal hours.

For each day that you would like timed settings to take effect, check the check box in the first column, then select the start of the business day in the Before field and end of the business day in the After field.

If the entire day is to be considered after hours, then check the All Day check box along with the Day checkbox.

The names in the Company Directory are taken from the name as listed in the Mailbox entry. The spoken name is taken from the voicemail greeting setup for that particular extension.

Login at mypbx.fonelogix.com, click Services on top menu, then Holidays on left menu

To define a new holiday click on New Holiday.

  • Name – Enter a name for the holiday.
  • Date – Select the date for the holiday.

Then click Add Holiday.

To route calls differently for the holiday(s) you have added click on Phone Numbers.

  1. Edit the phone number(s) you wish to have the holiday routing configured for.
  2. Under call routing edit the If Holiday field to reflect what you would like to happen only on Holidays.

An email address must be defined when the hosted fax service is set up.  This email address will receive inbound faxes and will be allowed to send.

Sending a fax

You can send a fax from any pc capable of sending email, but MUST be sent from the email account(s) DEFINED AS ELIGIBLE SENDING ACCOUNTS.  You can define up tp two of these.  The document to be faxed is attached to an email and sent to the fax server.

The fax system requires that the document be in a PDF format.

The system does not attach a cover sheet when the fax is sent so you must include one with your document if you want one.  It must be attached as a PDF file.

Multiple PDF files can be attached.  20MB total.  250 pages max.  They will be processed in order from first to last.

Attach the PDF file to an email with TO: address in this format:  1<number>@faxhd.com

Example:  17708225651@faxhd.com

An email subject is not required and will be ignored by the system.  The body of the email is also ignored.

SEND the email.

Receiving a fax

Inbound faxes are received by the inbound email address DEFINED AS ELIGIBLE RECEIVING ACCOUNT.  There can be only ONE receiving account.  The fax is delivered in PDF format:

They are not saved on the server.

Download Hosted Fax Document

Disconnect the data cable from the internet port on the back of the phone.

Insert the dongle into the usb port on the top back of phone.

The message “Wi-Fi adapter has been added, scanning the available wireless network right now?”

Select the OK button

You will see the message “Scanning…..”   and will be presented with some information.

On the first line, make sure that the Wi-Fi is ON

Scroll down to Available Networks and select the ENTER key

Scroll to your wireless device and select the CONNECT key

Depending on your wireless device you may be prompted to enter your Wi-Fi password.

Use the number pad on the phone to enter your password.  By default the number pad will enter numbers.

To change to letters, select the 123 key and the option will change to abc.  You can now enter letters for your password.  To enter the letter “a” press the #2 key once.  To enter the letter “c” press the #2 key three times, etc.  For a space, press the 0 key. (Flashback to texting on your flip phone).

After entering the password correctly you should be prompted you have been connected to your Wi-Fi.

(It shouldn’t take more than 2 or 3 tries to get it right).

You may have to reboot your phone by disconnecting the power cord and reconnecting it.

NOTES:

You must have a power cable connected to your phone to use the Wi-Fi dongle.  If you were getting power to your phone through the data cable, you must add a power adapter to supply power.

You WILL experience problems if you have both the Wi-Fi dongle and data cable connected to your phone.

Download Install Wi-Fi Document

Conference Call

The IP phones support three-way (including yourself) conference call, it is the default conference type called Local Conference.  You can set up a conference between an active call and a held call at any time by pressing the Conference (Conf) soft key.

 Procedure:

  1. Place a call to the first party.
  2. When the first party answers the call, press Conference (Conf) to place a new call.
  3. Enter the number of the second party to dial out.
    You can also select the desired contact from the search list or select a contact from the placed call list or Directory
    before you enter the number. On the SIP-T48S/T48G IP phones, you can select the desired contact from the left
    sidebar, or select a contact from the Directory or History.
    The active call is placed on hold.
  4. When the second party answers the call, press Conference (Conf) again to join all parties in the conference.See document below for above instructions and other related options.

Make a Conference Call

Procedure:

  1. Navigate to Menu -> Features-> Dsskey
  2. Select the desired line key
  3. Select SpeedDial from the Type field
  4. Select the desired line from the Account ID field
  5. Do one of the following
    – (Optional) Enter the string that will appear on the phone screen in the Label
    Enter the contact number you want to dial out directly in the Value field.
    You can also enter the contact number with the DTMF sequence that you want to     send in the Value field.  The contact number and DTMF sequence are separated     by commas.  One comma stands for 500 milliseconds.  For example, 1234,,123#     means the phone dials out the number 1234 first, then the call is set up for 1           second, it sends the DTMF sequence 123# to the remote party.
    –  For the SIP-T46S/T46G IP phones, highlight the Label or Value field.  Press           Directory (Dir) and then select the desired contact from the Directory                         list(s).
  6. Press SaveSee document below for above instructions.

Create Speed Dial Key

To Transfer a Call:
With the call active, select the Transfer button, dial the ext., and select Transfer button again. i.e.  <Transfer>101<Transfer>

To Transfer a Call directly to VoiceMail:
With the call active, select the Transfer button, dial the ext., then * and select Transfer button again. i.e.  <Transfer>101*<Transfer>

To Transfer a Call to outside number:
With the call active, select the Transfer button, dial the outside number., and select Transfer button again. i.e.  <Transfer>555-555-5555<Transfer>

 

See document below for above instructions.

Transfer a Call; to Voicemail; to Outside Number

Open a web browser and go to the website MYPBX.FONELOGIX.COM

Log in as an administrative user.

Click on the SERVICES tab at the top of the webpage

In the left column, find PREMIUM CALL RECORDING

Just below it, click on FILE ACCESS

A listing of recorded calls will appear.  They are sorted by date.

Recordings must be downloaded before they can be played.

To download, click on the down arrow at the left of the filename.  Your web browser will then download the file to your “downloads” folder.

Go to your downloads folder and double click on the file to play it in the audio player of your choice.

Recordings cannot be deleted from the system.  They will be automatically deleted after 90 days.

See document below for above instructions.

View and Download Recorded Call

On your phone, navigate to Menu -> Basic-> Sound-> Ring Tones-> Common

Select a desired ring tone.

(Optional.) Press the Volume key to adjust the ringer volume.

Press Save.

*Menu options may vary slightly with different phone models

See document below for above instructions.

Select A Ring Tone