Frequently Asked Questions On Pod What Are The Pod Phone Service IP Requirements? Pod Connect and SIP Phones Firewall configuration is likely to be required to use Pod on a corporate or VPN network. This information may also be helpful for subscribers having problems connecting to use Pod. Subscribers using many business internet connections can often successfully use Pod to make calls without any special firewall configuration. This information applies for all of: Pod Connect desktop Pod Connect for iOS Pod Connect for Android SIP hardware phones (all models) SIP software clients (all) We recommend whitelisting the URL commportal.connectbetter.net and sip.connectbetter.net in any firewall, URL filter, proxy or SSL inspection software. In addition, the Pod Connect client and hardware phones use the following ports: Protocol Ports Destination TCP 443,80 (https, http) commportal.connectbetter.net TCP 5060, 5061 (SIP, SIP over TLS) sip.connectbetter.net UDP 5060 (SIP) sip.connectbetter.net UDP 16384-65535 (media streams) (RTP/RTCP/SRTP/SRTCP/UDPTL) sip.connectbetter.net Pod Connect: Mobile and Desktop How Do I Download Pod Connect For Desktop? The Pod Connect applications for both Windows and Mac OS can be downloaded directly from the CommPortal. Log into the CommPortal and click on the Downloads link located in the Support section at the bottom of the page. Click on View Apps Select Computer, now click on pod connect. If you are using Windows click on Windows 7 / Windows 8 / Windows 10 If you are using Mac OS click on Mac OS X (10.7+) The Pod Connect application, depending on your operating system will now be downloaded. Find the file in your downloads folder, open it, and follow the on screen instructions to install the software. TIP: Further information can be found in the Pod Connect for Desktop documentation. Bored of reading check out the online videos about Pod Connect For Desktop. How Do I Download Pod Connect For Android/iOS? You can download and install the Pod Connect for Android and iOS directly from the Google Play Store and Apple App store for free. The easiest way to download Pod Connect for Android and iOS device is scan the below QR Code:       For your Android device Open the Play Store Search for Pod Connect Tap on Install Once installed tap on the app pod connect to login. For your iPhone/iPad Open the App Store Search for Pod Connect Tap on Get Once installed tap on the app pod connect to login. TIP: Further information can be found in the Pod Connect for Android/iOS documentation. Bored of reading check out the online videos about Pod Connect For Android/iOS. How Do I Transfer a Call With Pod Connect for Android/iOS? Pod Connect for Android/iOS by default this will be an announced transfer (speaking to the person you are transferring the call to before transferring). To complete an announced transfer a call on Pod Connect for Android/iOS follow the below steps, the process is the same on Android and iOS. During a call tap on Add/Transfer, highlighted in red. The caller will now be put on hold, music on hold will play as configured. Now select an existing contact, or search for a contact/number or either tap on one of the following: Call History - View call history and select a contact or number to transfer the caller to. Keypad - Type in a number or extension and press call While the caller is on hold as displayed by the icon in the top right of the screen. You will be able to advise the person that is about to receive the call transfer before actually sending the call. Press Transfer to complete the transfer A message will advising that the call on hold has ended. Tap OK The transfer is now complete. INFO: When the transfer has completed, you will notice the Call available to pull option at the bottom of your screen. This will not allow you to pull the call back. Tapping on this option will cause an error. You will still be able to make and receive calls while this is displayed. When the transferred call has ended the message will clear. We are working on resolving this issue. How Do I Transfer a Call With Pod Connect for Desktop? Pod Connect for Desktop by default will send a blind/unannounced transfer (transfer a call without speaking to the person you are transferring the call to). To blind/unannounced transfer a call on Pod Connect for Desktop follow the below steps, the process is the same on Mac and Windows. During a call click on Transfer, highlighted in red. The caller will now be put on hold, music on hold will play as configured. The call transfer window will appear, select an existing contact or recent call or type in the phone number/extension of the person you wish to transfer the call to, click on Transfer Call. Your current call will end, the transfer window will close and the contact you have transferred the call to will start ringing. While the call is connecting you will have an option use Call Pull to bring the call back to your Pod Connect client and continue speaking with the caller. If you need to bring the call back click on Call Available to Pull at the bottom of your Pod Connect client A confirmation will appear, click on Pull Call to bring the call back to your client. Can I use Pod Connect for Desktop for Announced Transfer (speak to the caller before transferring the call to them)? Although Pod Connect does not have a function button for this, the work around can be competed as follows During the call, place the call on hold. By pressing the Hold button. Music on hold will play as configured. On the Pod Connect client window make a new call to the person you wish to transfer by either choosing an existing contact or recent call or entering a phone number/extension. The caller you wish to transfer will still be on hold while you speak to person you are going to transferring the call too. When you are ready to transfer the call you will need to end the call first with the person you a wanting to transfer the original call too. When the call has ended you can now transfer the original call as per the instructions above, this will be completed as blind/unannounced transfer. Why is Pod Connect for Desktop Only Showing the Last 10 Instant Messages? When Pod Connect for Desktop is installed the default value is set at 10  to change this please follow the step below: On the Windows version, from the menu at the top go to Tools > Options On the Mac version, go to Pod Connect > Preferences The following window will appear, click on Chat Locate the Load XX numbers of messages when opening new chat windows You can change the value from 1-140 Once changed  close this window. The above also applies to the windows version. Note: This will not show previous messages that you have already received. Pod Connect: Voicemail Can I Have My Voicemails Sent As Emails? Yes. This can be configured from the CommPortal Login to the CommPortal and click on Message Settings, in General section tick Forward messages as emails then click on add an email address. In the pop up window enter your email address and click Add. TIP: You can leave a copy of your voicemails on the server, these will still be accessible by the CommPortal and via calling the voicemail number. Tick Leave original in Inbox. Your voicemails will now be emailed to you. How Do I Change Or Reset My Voicemail PIN? If you know your voicemail PIN this can be change from the CommPortal by following the below: TIP: If you do not know your CommPortal password, instructions on how to reset this can be found here. Login to the CommPortal with your username (phone number) and password. At the bottom of page click on Change Voicemail PIN under Security. A window will appear requesting your current PIN and then enter your new PIN then confirm your new PIN. Click on You will now receive an email confirming your Voicemail PIN has changed. Click OK If you do not know your current Voicemail PIN you will need to follow the below: Login to the CommPortal with your username (phone number) and password. Under Your Services, click on Message Settings In Message Settings go to Mailbox Access and ensure Skip PIN is unticked. If it is not, untick this and then click on Apply. From your Pod Connect client (desktop or mobile) or your desk phone call 121 to access your voicemail. In the Voicemail menu press options 4 > 3 > 1 Enter a new PIN between 6 - 20 characters and then press # Repeat your new PIN and press # Your Voicemail PIN has now been changed, you will also receive an email confirming this change. CommPortal - FAQ Importing and Exporting Contacts INFO: With the CommPortal contacts, these contacts will be sent to all registered devices for that subscriber. This will include the Pod Connect mobile and desktop applications Import Contact from CSV Log into the CommPortal with your credentials, at top click on Contacts Within the Contacts page you will see the following, click on Import. In the Import Contacts popup window you will need to: Choose the CSV file that you would like to Import Select the Action when a Contact already exists. Click on Choose file and select the CSV file you would like to import, select the Action when contact exists and then click on Import. Monitor the Import status as this will details of the contacts imported. Once the Import has finished, you can either click on Confirm this add the contacts to your account, or click on Details, this is ideal if you have contacts in your list that have been ignored and will display a reason. After reviewing the Details click on Confirm. You can cancel the Import by clicking on Cancel. You will now see the Contacts imported. You can Edit or Delete contacts by selecting the relevant Contact and clicking on Edit or Delete INFO: Depending on the source of the CSV file you have you may experience issues with Importing contacts correctly. You may see that only the names are display and not the phone numbers. Please use one os the provided templates below. If you do experience issue using the your CSV then please download one of the following templates. There a 2 versions of this full and minimal. In most cases the minimal version will do as this includes First Name, Last Name, Home Tel, Work Tel, Cell Tel and Fax Tel. The full version includes full address and other contact details. Click on either of the below to download: Contacts Minimal version Contacts Full version You can either edit the header row (line 1 of CSV) to match the below. Excel is ideal for this. First Name Last Name Home Tel Work Tel Cell Tel Fax Tel Or you can just copy the relevant columns into the the template as per the below: Once you have finished making the changes save the file as a CSV and follow the above instructions to import. INFO: First Name and Last Name columns are limited to 32 characters each Exporting Contacts Within the Contacts page click on Export All. Next select the format that you would like the Contacts to be exported. Outlook/Outlook Express compatible - Select this option to import them into Outlook Windows Contacts on Vista - This was only for Windows Vista contacts. Should not be used unless you are still using Windows Vista. Native format - Select this one to have the contacts exported as a CSV file. Once selected, click on Export. The file will automatically be downloaded. How Do I Reset My CommPortal and Pod Connect Password? If you have lost/forgot your CommPortal/Pod Connect password don't worry, it can be easily reset by competing following: Requesting a password reset has to done on the CommPortal At the login screen click on Reset Password Enter the phone number for the account that requires the password reset. Then click on Reset Password. An e-mail will now be sent to the e-mail address on the account. If you do not receive this email please contact your Service Provider. Please check your spam/junk folders for the reset e-mail. Once you have received the e-mail, click on the link to reset you password. Enter your new password and then confirm the new password. Click Confirm. INFO: The minimum requirements for new passwords are as follows: Be between 8 and 20 characters long. Not have a single digit repeated more than 2 times in a row. Have at least 1 digit. Have at least 1 letter. Have at least 1 special character. Not be a numeric sequence, e.g. 12345 or 54321. Not contain, or match part of, a telephone number associated with this account. Your password has now been changed. You continue using the CommPortal or login to the Pod Connect clients. INFO: If you are a Business Group Administrator and need to reset your password please use the above instructions. You will not be able to reset the password from the Business Group Administrator Portal login screen. How Do I Change my CommPortal and Pod Connect Password INFO: Please keep your passwords in a safe place. This password is required to access the CommPortal and is required for both mobile and desktop Pod Connect applications. You can change your in one of 2 ways, from the CommPortal and from the Pod Connect mobile client. Please note you currently cannot change your password from the desktop client. To change your current password from the CommPortal: Once logged in the CommPortal scroll down to the bottom of the page and under Security click on Change Password Next, in the change password box enter your current password then enter a new password, type the new password again in the Confirm new password field. Click on Confirm once completed. You will receive and e-mail to account e-mail address advising tat the password has been changed. To change your current password from the Pod Connect mobile application: Open the Pod Connect application on your mobile device and login. In the right corner tap on the profile icon. This open the Profile & Settings page, from here scroll down to Account Settings and tap on Password From here type in your current password then enter a new password, type the new password again in the Confirm new password field. You should now see a popup advising your password has now been changed. An email will also be sent to the account email to advise that the password has now been changed. Tap OK to continue using Pod Connect. How Do I Change My Security Email? You can change you Security Email from the CommPortal by following the below: TIP: If you do not know your CommPortal password, instructions on how to reset this can be found here. Login to the CommPortal with your username (phone number) and password. At the bottom of page click on Change Security Email under Security. Enter your new email address and click on Confirm You will receive a confirmation email to your new email address that you have just entered. How Do I Forward My Calls To Another Phone Number? You can setup Pod Connect so all inbound calls are forwarded to different phone number. You can achieve this is 2 different ways: INFO: You must enter your call forwarding number exactly as you would dial it. If you use 9 for an outside line you must also use this here. From the CommPortal: Login to the CommPortal with your username (phone number) and password. Click on the Incoming Calls Will menu and select Forward to another phone... If this is the first time you have setup call forward you will see the following window. From here you can do either of the following: If you have no numbers saved you can add them to the frequently used forwarding numbers them here, enter the full Phone Number, then the Name. Click Add Select Used a saved number and the number you have added. Click Or you can just add a one of number in the Or use a temporary number box, click OK The Phone Status page will now change, to either show the phone number or name that you have configured. You must now click Apply. TIP: Further information on call forwarding settings can be found in CommPortal End Guide - Incoming Call Settings. From Pod Connect for Mobile From Pod Connect mobile tap on your profile. Tap on Call Manager If you don't already have a forwarding number saved you will need to add one. Tap on Forwarding Number Tap on either Enter Phone Number or Select From Contacts - After entering a phone number tap on Save. Now tap on Send to forwarding number - Your calls will now be forwarded. From Pod Connect for Desktop From Pod Connect for Desktop click on your Name > Available > Forward calls immediately In the popup window enter the phone number you would like all calls to be forwarded to, the click OK. Your calls will now be forwarded. Why Does The Line Go Silent For An Incoming/Outgoing Call When I Place A Them On Hold? The default action for Music on Hold (MoH) is 2 beeps repeating every 15 seconds. This can make the caller that has been placed on hold believe the line has gone dead. To resolve this we recommend that you configure MoH - This can be music/announcements in any .wav/.mp3 file. INFO: Only the Business Group Administrator can configure MoH from the  BG Admin portal. Please take a look at CommPortal Administrator Guide - Music On Hold for configuring your MoH service. How Do I Change The Name Of A User/Subscriber? INFO: Only BG Administrator will be able to change subscriber names. Please speak to your System Administrator to request a name change. As a BG Administrator login to the BG Admin Portal, once logged in follow the below instructions: From the side menu click on Users, this will display a list of users (subscribers). For the user you want to change the name for click on the Actions menu. From the Actions menu click on Edit personal details In the pop up window type the new name in the Name field. Click on Save to save your changes. INFO: You may need to log out and log back into the Pod Connect applications to see your changes. Desk Phones FAQ Call Transfer Types Call transfer is a standard feature on Pod Connect which allows users the means for transferring calls from one user to another. There are two ways to transfer a call: blind and attended. The main difference between the two methods of call transfer is whether or not the caller is introduced before the transfer. Attended Transfers involves the introduction, conversation, and presentation of caller’s information to the receiving agent, after which the call is transferred. In the Blind Transfer method, the call is connected to the relevant department or agent quickly and directly without any introduction. Blind Transfer Blind transfer, occurs when you transfer a call to another agent without first talking to them. The new representative to whom the call is attached may decide to answer or ignore the call. In the blind transfer, the customer or caller must re-state their details and explain why they contacted the new agent. The whole process can be annoying for the caller, and some of them may decide to end the call with a voice message or callback options. Because repeating the problem, especially when the customer has called because of dissatisfaction, can be very annoying and unbearable for the customer. Attended Transfer Attended transfer is actually designed to fix blind transfer defects. In an attended transfer, the new agent who receives your call is notified of the details, location and reason for your call. You do not have to repeat the details when the new agent receives the call. It also makes things easier for the new agent because if he already knows who he is talking to and why he called, he will be more prepared to serve and respond. This saves time and does not make the caller unhappy with the repetition of details. Attended transfer makes callers feel valued.Transferring a Call on Yealink T Series Phones INFO: Please note the images shown here are from a Yealink T46S, depending on your model the transfer key locations may differ. Some Yealinks do not have a set Transfer button, so you will only see the transfer option during a call. This process should be similar across most Yealinks phones. During a call press the Transfer key, on the Yealink T46S models this is illustrated below: When the Transfer key is pressed the caller will be placed on hold. Music on Hold will be played to the caller. Next you have several options on where you would like to transfer the call: Using the Enhanced Mentored Extensions also known as BLF (Busy Lamp Fields) Select a Contact from your list Dial an extension or phone number When pressing an Enhanced Mentored Extensions soft key also known as BLF this will start an Attended Transfer once you have spoken to the agent, you can press the Transfer key again to complete the transfer. When pressing the Directory and depending how your phone is configured you may see multiple contact and call lists, select the appropriate one. Next select the Contact or number that you would like to transfer the call to. You will have two options on how you can transfer the call. B Transfer (Blind Transfer) and Send. When pressing B Transfer the caller will sent directly to the agent/destination and your call will end. When pressing the Send button this initiates an Attended transfer to allow you to speak to the person that is about to receive the call. Press Transfer to complete the transfer When dialling a phone number or extension number from the keypad you will see a similar screen as below with two the options again, use B Transfer or Send to complete the transfer. INFO: If using Attended Transfer and person you are wanting to transfer the call too does not pick or goes to voicemail you can bring back the call by pressing Cancel (if it is still ringing) and then Resume to bring the call back. If goes to Voicemail or the caller cannot take the call press End Call then press Resume to bring the call back. Transferring a Call on Yealink W52/56 DECT Phones INFO: Please note the images shown here are from a Yealink W52P Handset, the process to transfer a call is the same on the Yealink W56H. The only difference is that the R key on the Yealink W52P is called Trans on the Yealink W56H. During a call press either the Options or R/Trans key depending on your model, this is illustrated below: If you have pressed Options then you will need to select Transfer then press OK When the R/Trans key is pressed or the Transfer option is is selected the caller will be placed on hold. Music on Hold will be played to the caller. Next you have two options on where you would like to transfer the call: Select a Contact from your list Dial an extension or phone number When pressing the Directory button and depending how your phone is configured you may see multiple contact lists, select the appropriate one. Next select the contact or number that you would like to transfer the call to and then press Call. This will start an Attended transfer to allow you to speak to the person that is about to receive the call. Press Transfer to complete the transfer. To Blind transfer the call just press Transfer after pressing Call   When dialling a phone number or extension number from the keypad you can either initiate a Blind transfer by pressing the Transfer button or an Attended transfer by pressing the green Call button as shown below, press Transfer when when ready to transfer the call.. Once transferred you will see the following screen: Transferring a Call on Polycom VVX Series Phones INFO: Please note the images shown here are from a Polycom VVX 411, depending on your model the transfer key locations may differ. Some Polycoms do not have a set Transfer button, so you will only see the transfer option during a call. This process should be similar across most Polycom phones. INFO: Please note the default transfer method for Polycom VVX phones is Attended Transfer. If you would like to Blind Transfer the call instead you must press the Blind key after pressing the Transfer key. Then select the Enhanced Mentored Extension or Contact or Dial an extension or phone number. During a call press the Transfer key, on the Polycom VVX 411 this is illustrated below: When the Transfer key is pressed the caller will be placed on hold. Music on Hold will be played to the caller. Next you have several options on where you would like to transfer the call: Using the Enhanced Mentored Extensions also known as BLF (Busy Lamp Fields) Select your Directory or Recent Calls Dial an extension or phone number To transfer a call using Enhanced Mentored Extensions after pressing the Transfer key, next press the Lines key and then select the Enhanced Mentored Extension key that you would like to transfer the to. This will start an Attended Transfer once you have spoken to the agent, you can press the Transfer key again to complete the transfer. . When pressing the Directory key you will see the following: Contact Directory Recent Calls Favourites Select the appropriate one, then select the Contact that you would like to transfer the call to and press Dial. This will start an Attended Transfer once you have spoken to the agent, you can press the Transfer key again to complete the transfer. . To transfer a call by dialling an extension or phone number, press the Transfer key next dial the extension or phone number. This will start an Attended Transfer once you have spoken to the agent, you can press the Transfer key again to complete the transfer. Transferring a Call on Snom D7X5 Series Phones INFO: Please note the images shown here are from a SNOM D785, depending on your model the transfer key locations may differ. Some SNOMs do not have a set Transfer button, so you will only see the transfer option during a call. This process should be similar across most SNOM phones. During a call press the Transfer key, on the SNOM D785 model this is illustrated below: Blind Transfer: When the Transfer key is pressed the caller will be placed on hold. Music on Hold will be played to the caller. Next you have several options on where you would like to transfer the call: Using the Enhanced Mentored Extensions also known as BLF (Busy Lamp Fields) Select a Contact from your list Dial an extension or phone number When pressing an Enhanced Mentored Extensions soft key also known as BLF this will immediately transfer the call to that user. this is known as a Blind Transfer. Your call will end and the caller will be transferred to the destination. INFO: Please note if the destination, the person you are transferring the call too, is unavailable or busy the call will go to that subscribers voicemail. When pressing the Directory/Contacts key and depending how your phone is configured you may see multiple contact and call lists, select the appropriate one. You can select Directory this will show all Contacts, select a contact and press the enter/accept key on the phone. This will immediately transfer the call to that user. this is known as a Blind Transfer. Your call will end and the caller will be transferred to the destination. Alternatively you can transfer the call by entering an extension number or phone number.  Pressing the enter/accept key on the phone. This will immediately transfer the call to that user. this is known as a Blind Transfer. Your call will end and the caller will be transferred to the destination. Attended Transfer: While on a call, this time press the On Hold key. The caller will be placed on hold. Music on Hold will be played to the caller. This will allow you to use the second line to make another call To transfer the using an Enhanced Mentored Extensions soft key also known as BLF, press the required key and wait for the call to be answered. Or use the Directory to select a number or use the keypad to start dialling an extension or phone number. When answered introduce the call, when ready to transfer the call place that call hold, the screen will switch to the original caller which will still be on hold, and press the transfer key 2 times highlighted below. You see the screen switch between calls before the call is transferred and your call ends.