Business Phone System Support

Setting up and using your phone

To ensure that all your organization’s users will be as comfortable as possible with their new IP phone system, Norstar implements your new system and allows it to run in parallel with your existing system to allow your users time to learn how to use it before the cut over date.

Norstar offers training in a variety of methods, to best suit the way your users prefer to learn. We can provide on-site training or web training and we also provide a wealth of Quick Reference Guides and Quick Tip Videos that can be referenced at any time.

Migration

Norstar specializes in working hand-in-hand with our enterprise customers to ensure a seamless transition to the cloud.

Our multi-step process installation and implementation process includes:

  • Number Porting and Equipment Delivery
  • Plug & Play, pre-configured devices
  • New Customer Set-up including Call Flow
  • Network Design and Testing
  • Dedicated Project Management
  • Training
  • And more!

Provisioning

Norstar auto-provisions all Norstar Voice services in real-time 24/7. This includes adding users and services, as well as device configuration, so that as soon a user is assigned a device they can immediately plug it in and use it.

Porting & Number Management

Please contact our Local Number Portability (LNP) and Number Management team for any concerns regarding the porting or ordering of numbers at 1-877-371-4120.

Phone Activation

How do I activate my Phone?

Your phones are shipped fully configured for each user. To activate your phone,

  1. Connect the phone to your Internet connection using the provided cable.
  2. Connect the phone to the power supply.
  3. Wait for phone to boot up; your phone may reboot multiple times to download the newest firmware.

For additional instructions or how to set up certain features, please refer to the Setting Up and Using Your Phone section.

Calling Features

Quickly set up, configure, add or change popular calling features. Looking for a feature not listed? Call our Support team at 1-888-755-7776

Quick Start Guides

Number Transfer

In most cases you can keep your existing phone numbers and transfer them to your Norstar account

To initiate the process, we will need your authorization. Download the Telephone Number Porting Form and e-mail the completed form and a copy of your previous provider’s bill to businessvoip@norstartelecom.com

Please note: it may take up to 30 days for the transfer to complete. Do not cancel your current provider until your transfer is complete.

What are the bandwidth requirements

Each active call requires approximately 88 kbps up/down of bandwidth from a DSL, Cable, T1, or Fiber broadband connection

Test your bandwidth speed:

Test my connection button

Can I use my existing phones

You will need a VoIP compatible office phone to use Business VoIP phone service. If you don’t already have VoIP compatible phones installed in your office, you can choose to purchase or rent phones from Norstar for as little as $6.99 per month per phone. Installation is easy with Norstar’s plug and play VoIP phones. Phones are delivered already configured. All you need to do is plug them into an existing Internet connection and power supply, and you can begin to make and receive calls immediately.

What does E-911 Compliant mean?

Norstar Business VoIP is E-911 (Enhanced 911) compliant, a helpful free feature that provides customers with reliable 911 services (where available). 911 calls are routed to designated Public Safety Answering Points (PSAPs) such as your local or county police, fire, and rescue departments.

Web Portal User Guide

  • You can control your calling features and phone’s functionality through Norstar’s Business Voip Web Portal.
  • To learn more on how to configure popular calling features, download the Web Portal User Guide.
  • Control all aspects of your organization’s telephony features with just a few clicks
  • Manage and monitors everything from call flow, to user information, to hunt groups, auto attendants etc.
  • Make moves, adds, and changes with no hassles, no calls to vendor and no fees
  • Set and reset voicemail passwords, and so much more

Customer Portal

Software Downloads

Norstar UC-One Mobile App

App StoreGoogle Play

Desktop

  • UC-One Communicator for Desktop – (Mac | Windows)

Mobile

  • Improve your team’s mobility. Install a VoIP app and enable your team to run virtual offices on their mobile devices
  • UC-One Communicator for Mobile – (Android | iPhone/iPad)

Installing UC-ONE App

Instructions – https://www.uc-one.help/

Windowshttps://xsp.ihs.broadsoft.com/dms/bc/pc/BTBC-win.exe

Machttps://xsp.ihs.broadsoft.com/dms/bc/pc/BTBC-mac.dmg

URL https://portal.norstartelecom.com

User Name : Your broadworks user ID

Password : The password you were supplied

Administration

  • Administration
  • Greetings
  • Multi-level VR
  • Music on hold
  • Dial-by-name directory
  • Multi-site management
  • Call monitoring
  • Call logs
  • User templates
  • Audit Trail
  • Hot desking
  • Caller ID
  • Directory listing
  • Receptionist
  • Automatic all Recording

How to basics.

Documentation Troubleshooting

Locating your ip address

CISCO 303

  1. Press the menu button. It looks like a piece of paper with a folded corner.
  2. Press 9 to select “Network.”
  3. The second line will display the “Current IP” address of that particular phone
POLYCOM

  1. Press the ”Menu” key to the right of the handset.
  2. Select option 2 for “Status.“
  3. Select option 2 for “Network.”
  4. Select option 1 for “TCP/IP Parameters.”

Can I Make calls if my internet si down ?

No, a power or broadband service outage will prevent all service from working, including the ability to dial 911 and receive emergency response. In order to have backup access to 911 and/or emergency services, you must maintain another phone line, whether landline or cell phone, for emergency services

Do I need special equipment ?

All you need is high-speed Internet (broadband connection), and a VoIP phone. If you don’t already have compatible VoIP phones installed in your office, no problem! You can choose to purchase or rent phones from Norstar for as little as $4.99 per month per phone. Phones plug directly into your broadband connection and operate just like a regular traditional telephone.

What is the difference between a PBX and a Hosted PBX?

In order to understand what hosted PBX is, let’s define what a PBX is and how hosted PBX is different. A PBX (Private Branch Exchange) includes both the hardware and software that directs calls between a company’s phones and public switched telephone network. Instead of purchasing and using costly traditional landlines to make and receive calls, hosted PBX (Business VoIP phone system) uses the Internet to transmit calls. This eliminates the need for costly hardware and equipment, as well as IT support, space and maintenance.

Can I make international calls?

Yes, but you must enable the international dialing feature. To activate this feature and for rates, please call 1-888-755-7776.

Service Level Guarentee

Customers can expect superior service with 99.99% uptime

Norstar Cloud Admin Training

The Norstar Support team provides a range of services to help customers design, deploy and manage their UC environments.