Move, add, and change (MAC) requests can be automatically processed in the Dash Customer Web Portal, including:

• Add or remove users
• Change user service pack
• Assign or remove add-on services for a user
• Add or return rental phones
• Purchase new phones or equipment

Most of these requests are provisioned and billed as soon as you submit them in Dash. You will be able to review any impact the changes will have on your billing before submitting them.

Changes in the UCx Admin Web Portal

Your administrator can make many routine changes online through the UCx Web Portal, including:

• Add, modify, and delete time schedules
• Enable or disable call forwarding
• Upload custom on-hold music
• Activate or deactivate call centers
• Activate, deactivate, or modify auto attendants
• Add and manage Meet-Me Conferencing bridges

For full details, refer to the Administrator User Guide.

Moving to a New Address

Email: Relocations@tpx.com. To ensure that your scheduling needs are met, please alert us about your Move at least 60 days in advance (if at all possible).

For All Other Changes

Please use the Dash Customer Web Portal to submit and track your request to “Add, change or disconnect a service”. Please note the following:

• The MAC request must be submitted by an approved user. In Dash, the super-user for your company can select which other portal users are able to submit orders.
• MAC requests can take up to 5 days to complete.
• Any MAC changes outside regular business hours need prior approval and may incur additional charges.

For additional assistance, please reach out to your assigned Account Manager or send an email to: MAC@tpx.com.

Fees for Service/Technical Assistance

Click here for the rate schedule for order- and repair-related maintenance.

How to Log In

1. Visit ucx.telepacific.com.
2. Enter your User ID and Password, then click Login.
3. If this is your first time logging in, or if your password has expired, you’ll be prompted to change your password.

Learn more about the UCx Web Portal for users and administrators.

Voicemail Box only

Dedicated voicemail box. Designed as a cost-effective way for callers to leave voice messages in a general mailbox that can later be checked by one or more people, or for companies to leave pre-recorded announcements for callers.

UCx Basic and above

3-Way Calling: Add one additional party to a call (maximum of 3 participants).

Barge-In Exempt: Prevent other users from joining a call already in progress, by using the Directed Call Pickup with Barge-In feature.

Basic Call Logs: View a list of stored numbers: missed, received, and dialed. Accessible from the UCx Web Portal.

Call Transfer: Redirect an active or held call to another number or directly to voicemail.

Call Waiting: Answer a new inbound call while already engaged in another call, automatically placing the first call on hold.

Caller ID: Delivers information on the ringing call, including the caller’s name and phone number, so you can identify the caller before answering the phone.

Caller ID Delivery Blocking: Block delivery of your Caller ID information when placing an outbound call.

Flash Call Hold: Place an existing call on hold for an extended period of time and then resume the call when they are ready.

Intercept User: Enables your administrator to intercept all inbound and outbound calls made to or from a specific user. A custom announcement can be played to all inbound callers, including a new telephone number for those users to call. This feature is especially useful when an employee leaves a company.

Last Call Return: Return a call to the last party that called you, whether or not you answered the call.

Last Number Redial: Redial the last number you called.

Phone Status Monitoring: View the status (idle, busy, ringing) of other users within the company though a supported application: the Receptionist Client, Call Center Client or UCx with Webex.

Privacy: Allows users to remove themselves from the UCx Auto Attendant directories (Auto Attendant Extension Dialing, Auto Attendant Name Dialing) and Phone Status Monitoring by other users. Users can make exceptions to Phone Status privacy for specific users, such as an Executive who wishes to keep their phone’s status private from all users except their Executive Assistant.

UCx Voice and above

Alternate Numbers: Associates up to 10 additional phone numbers with a given user or group service. All inbound calls to the Alternate Numbers will automatically be routed to the associated user or group service. Alternate Numbers do not support any outbound calls, although the associated user or group service can place outbound calls with their main number as normal.

Anonymous Call Rejection: Reject calls from anonymous parties who have explicitly restricted their caller ID. Anonymous callers will hear an intercept message telling them that you are not accepting calls at that time. Your phone does not ring, and you do not receive any notification of the attempted call.This feature is set as either on or off through the portal or by support case.

Busy Lamp Field (BLF): See the call state (idle, ringing, busy, DND) of a monitored user or users, provides 1-button dialing of the monitored user or users, and allows the user to intercept or screen incoming calls to the monitored user or users.

Call Center Monitoring: Enables a user to be designated as a Call Center Supervisor and monitor Call Center Agents and Call Center Queues.

Call Forward Always: Redirects all incoming calls to a specified phone number.

Call Forward Busy: Redirects incoming calls to a specified phone number when your line is busy or set to Do Not Disturb.

Call Forward No Answer: Redirects incoming calls to a specified phone number when you do not answer your phone within a specified number of rings.

Call Forward Not Reachable: Redirects incoming calls to a specified phone number when your phone is not registered, such as during a power outage or if the phone gets unplugged.

Call Forward Selective: Redirects incoming calls to a specified number when the inbound call meets pre-defined criteria, such as the time of day or a specific phone number.

Call Notify: Receive an email notification with Caller ID and time/date information whenever an inbound call meets pre-defined criteria, such as the time of day or a specific phone number.

Custom Ringback User: Upload a WAV file to be played instead of the standard ringtone whenever an inbound call meets pre-defined criteria, such as the time of day or a specific phone number.

Directed Call Pick-up with Barge-in: Join (barge-in on) a call already in progress by a user in your Call Pick-up Group, by dialing a Feature Access Code followed by the extension of the desired user’s phone. This action will fail if the desired user has the Barge-in Exempt feature set to On.

Do Not Disturb: Automatically directs incoming calls to voicemail or gives a busy signal. If you have configured the Call Forwarding Busy feature, calls will be forwarded to the specified number.

Hoteling Guest: Log-in and temporarily take over a phone with Hoteling Host enabled.

Hoteling Host: Other users can temporarily take over your phone as a guest user.

Music on Hold (User): Upload and apply your own custom Music on Hold files. These settings override your group’s Music on Hold settings, but only for calls you place and receive.

N-way Calling: Add up to 14 additional parties to a call (for a maximum of 15 participants, including you).

Priority Alert: Incoming calls that meet pre-defined criteria, such as a specific phone number, play an alternate ringtone.

Push-to-Talk: Enables phone-to-phone intercom service across your company.

Remote Office:Allows you to use your home phone, your cell phone or even a hotel phone as your business phone. By using a Click To Dial-enabled client such as our call center console, you can make phone calls from this remote phone and have them billed to your business. This service also directs all calls coming to your business phone to ring the remote office phone.

Selective Call Acceptance: Automatically blocks all calls except for those that meet pre-defined criteria, such as the time of day or a specific phone number.

Selective Call Rejection: Automatically blocks specific calls that meet pre-defined criteria, such as the time of day or a specific phone number.

Sequential Ring: Incoming calls ring to a pre-defined list of phone numbers that are alerted in order (sequentially).

Shared Call Appearance 5: Shares a single user account across multiple endpoints (up to 5 devices per user). All endpoints show line state (idle, ringing, busy) and ring on inbound calls, connecting only with the first phone to answer the call. You have a unique Shared Call Appearance for each desk phone, UCx desktop client, and UCx mobile client you use.

Simultaneous Ring: Specify a set of phone numbers to ring in addition to your primary phone when you receive a call.

Speed Dial 8: Enter frequently dialed numbers for one-digit speed dial access. You can program up to 8 numbers on digits 2-9.

Speed Dial 100: Enter frequently dialed numbers for two-digit speed dial access. You can program up to 100 numbers, excluding those reserved for Feature Access Codes.

Voice Portal Calling: Allows you to place calls on behalf of your business line from any other phone, by dialing in to your voicemail portal and entering the phone number you wish to call.

Voicemail: A dedicated voicemail box, protected by a user-selected 4 to 8 digit PIN. 300 minutes of storage are available with each voicemail box. Voicemails may be initially stored for 30 days, after which the system will prompt you to delete or re-save the message. Messages may be kept for a maximum of 90 days. A caller will receive a “this mailbox is full” message once the 300 minute limit is reached. The maximum length of a single message is 5 minutes.

Voicemail to Email: Sends an email, with a WAV file of the voicemail attached, whenever you receive a new voicemail message.

In addition to the standard UCx User Bundles TPx offers optional add-on features that you can apply to individual users for additional functionality. You are welcome to purchase one or more of these add-ons, provided they are compatible with the user bundle purchased for that user.   The following table lists all available user add-ons.  

A detailed explanation of each add-on is provided below the table, with links to supporting documentation where available.

Call Center Agent Client: A web client that provides a visual representation of inbound and active calls, assigned supervisor status, and number of calls waiting in all subscribed queues. The Agent Client allows the user to manage calls, initiate three-way conference calls, escalate calls to a supervisor, log in and out of queues, and more.

Call Center Supervisor Client: A web client that provides a visual representation of inbound and active calls, assigned agent status, and number of calls waiting in all subscribed queues. The Supervisor Client enables supervisors to view the Supervisor Dashboard and pull advanced reports on contact center queues and agents. In addition, the Supervisor Client will allow the user to manage calls, initiate 3-Way Conference calls, barge-in on agent calls, pull a call out of a queue, change assigned agent status, and more.

CRM Integrator:  The UCx Integrator is a downloadable application/management tool which allows users to integrate their UCx phone and CRM (customer relationship management) applications and databases.

Hosted Call Recording: A carrier-grade call recording solution that records all inbound and outbound calls on a per-user basis. TPx’s secure, dedicated Call Recording portal provides access to call administration, playback, download, and management of recorded calls. All calls are recorded and stored in .mp3 format. System storage must be purchased in a quantity that is sufficient to hold all calls from all agents (plus any Hosted Call Recording Add-Ons), for the number of days you wish to keep each recording.

• Add-On – Call Analytics: Adds keyword speech recognition to all calls recorded for the assigned user(s). Useful to track campaign keywords or skip ahead during recording playback to where a caller is talking about the competition. Requires 340KB/min of storage.
• Add-On – Evaluate: Allows a supervisor to make notations to a recording during playback, then jump to those notes when reviewing the call with their direct report. Requires 160KB/min of storage.
• Add-On – Screen Capture: Records the agent’s screen through the use of a Windows-based client, then uploads the screen capture to the Call Recording storage and couples it with the audio recording. Useful to ensure that agents are staying on task when answering calls. Requires 10MB/min of storage.

Receptionist Client: An intuitive web client for front-desk operators and receptionists to manage their active calls, view phone status of other users, and transfer calls as needed. The Receptionist Dashboard will support a maximum of 200 monitored users.

Virtual Fax:  Virtual Fax service delivers enterprise-grade faxing in the cloud, including both inbound and outbound faxing. Virtual Fax will enable you to adapt your aging fax infrastructure to today’s work environment, where secure document transfers and remote working are the norm rather than the exception.

Voicemail Transcription:Read your voicemail! All of the user’s received voicemail messages are routed through an automated voice recognition engine that transcribes the audio into text. The user receives an email with this text transcription and a .wav file of the original voicemail. There are two levels of Voicemail Transcription available: Standard (10 minutes/month) and High Use (unlimited). This service may be added to any user with voicemail (all user bundles except UCx Basic).

Group Add-On Features

Voice Specialist

A Voice Specialist has been assigned to your order and will contact you soon. During this introductory call, he or she will review your order and discuss your installation with you. Your Service Delivery Specialist will be your primary contact throughout installation, working closely with you and your team to coordinate the provisioning, ordering, porting, and implementation of your new services.

Post-Sales Provisioning and Repair

After installation, the Post-Sales Provisioning and Repair teams will be your contacts for Customer Care. During the life of your contract, these teams will facilitate any changes or support needed for your UCx service. Click here for more information on how to contact us for problem resolution.

UCx Install Flyer:  One Page snapshot includes key activities, days and information TPx will need from you

Each install is unique and the following is an approximation:

Days 1-5 : 

• Order Entry, Project Manager and Voice Specialist assigned to order.

Days 6- 10 

• The Project Manager will schedule a Welcome Call

Days 11- 15  Technical Call 

• This step identifies all the information needed to provision your service and will require information gathering from the customer.  For example, creating a spreadsheet identifying how IP phones will be provisioning, call flow for auto attendants, call centers and hunts groups.  Number Porting will be reviewed to ensure that all telephone numbers are included and customers needs to provide a list of usernames and phone numbers to TPx.  You will also need to confirm the phone models and user bundles that will be assigned to each user.

Days 16- 20 Provision Service :

• • TPx will provision the service
  • Pre-Go Live / Voice Installation
  • TPx will schedule and confirm a date to install the phones and port numbers

Days 21- 25 IP Phones Configuration and Shipping:

• • IP phones are pre-configured based on specifications given in technical requirements gathering. Once configured, IP phones are shipped to your office locations.

Day 26 Pre Go-Live/Voice Installation:

• • Your Voice Specialist consults with you to set a date for porting your numbers TPx.

Day 26 and Beyond

Install Complete/Number Porting and Go live:

You will have received for pre-configured IP phones for self install or have scheduled professional installation. TPx will conduct quality test and provide a go-live notice.  Your Service Delivery Specialist will be available for follow-up questions and MAC orders (moves, adds, and changes) for 3 days after the port.

Training/Hand off to Support

• Training will be made available and the Project Manager will send information on how to engage support and submit work tickets.

Managed Access Consideration – This timeline assumes you already have TPx Managed Access or are planning to receive your UCx service Over the Top (OTT) of your existing internet service provider along with TPx Managed SD-WAN service.   For new TPx customers, Managed SD-WAN can be provisioned concurrently with your UCx service and is the quickest transport installation option.  TPx offers ethernet transport (Fiber, Copper, Fixed Wireless) and National High Speed Internet Access (HSIA) via national relationships with providers.  These installs will take, at a minimum, 40 days.

The following are self-serve videos for Network Setup, Cisco and Poly Desktop Phones, Mobile Client and Desktop Client.

Network Setup for UCx

Unboxing Phones for UCx

Cisco and Poly Desk Phone Video Tutorials

How to Use UCx with Webex

Web Base Training

To enable your enterprise to fully leverage the UCx Hosted Unified Communications Service, we offer customized web-based training courses. The Following are some examples:

Basic Phone Training: 45-60 minutes

• Setting up Voice Mail
• No answer greeting, busy greeting, extended absence, and Do Not Disturb
• Using the the phone
• Placing and answering calls, using Hold & Resume, managing multiple simultaneous calls
• Transferring, Conferencing, Forwarding
• Creating Contacts, Call Lists and Favorites
• Additional Training if Applicable: Call Park and Call Pickup; Paging

Administrator Training: 30-45 minutes

• Logging in
• Navigation within UCx Web Portal
• Groups
• Password resets
• User changes – name, voice messaging settings, email with WAV file
• Services – Auto Attendants, Hunt Groups, Hold Music
• Recording an Auto Attendant greeting
• Voice Portal
• Schedules
• Additional Training if Applicable: Call Pickup groups; Call Center Admin (basics of managing Call Centers)

UCx Desktop Client Training: 45-60 minutes

• Installing the client
• IM/Chat
• Presence
• Calling
• Audio Conferencing
• Collaboration
• Settings and Preferences

UCx Premium Desktop/Mobile Client Training: 45-60 minutes

• Desktop Sharing
• File Sharing
• UCx mobile client (iOS or Android)
• UCx Anywhere

Advanced User Training: 10-20 minutes per module

Modules added to Basic User Training

• User version of Web Portal
• Call Center Agent
• Meet-Me Conferencing
• Web Collaboration
• SmartRecord Administrator
• Real-Time Applications
• CRM Integrator

Additional Training if Applicable: 15-30 minutes per module

• Call Center
• Resources
• Utilities
• Reports

Receptionist Training: 45-60 minutes

Includes live call coaching and assistance

• Logging in
• Setting up workspace
• Directories, Searching, Favorites
• BLF
• Managing inbound calls from the software
• Managing multiple simultaneous calls
• Transferring and conferencing calls
• Ad-hoc dialing

Call Center Supervisor Training: 45-60 minutes

• Logging in
• Setting up workspace
• Directories, Searching, Agents, Queues
• Adding an Agent to a Queue
• Turning on Monitoring of Agent
• Queues
• Moving a call to top of Queue
• Dashboard and Stats

Your Service Delivery Specialist will review the specific training that is included for your particular installation, and will make arrangements for any additional training you feel would be beneficial.

Training scheduled at out-of-region locations are subject to mileage and/or travel expenses (including, but not limited to, airfare and lodging accommodations).

Whether you call day or night, you will always speak with a live person and will never be shuffled off to voicemail. What’s more, while your problem is being resolved, we will stay in touch with you so you’ll always know exactly what is happening.

For non-urgent issues, you may submit a request with the Dash customer portal. We will address your request during regular business hours (8:00 AM to 5:00 PM, Monday through Friday). You’ll be able to use Dash to track the trouble ticket’s progress or add new details to your request. For critical or urgent issues, please call us.

Before You Call…

If you need to contact the Customer Care Repair Team, you will need to provide certain information in order for us to assist you. Having this information available when you call will save time and allow us to serve you better.

When reporting a problem, please be prepared to provide the following details:

• Your billing telephone number and business name.
• The trouble ticket number, if the problem has already been reported.
• The contact information for the party to be updated on the progress of the repair.
• The street address for the location of the problem (this may or may not be the address from which your call originates).
• The hours (including weekend hours) for which the site of the problem can be accessed by a technician, if necessary.
• The name of the on-site contact, if this is a different person from the one reporting the problem.
• The circuit ID. The circuit ID can be found under “Circuits” in the Dash customer portal, or can be identified on Network Interface Equipment (NIU). The NIU is usually located in the telecommunications closet; the device measures 10” x 6” and is a light tan color. On the NIU, you will see the circuit ID in a format such as Circuit ID 95.HCGS.123456.

Should you experience an issue with a particular UCx user, the following information will also help us:

• The user name, telephone number, or MAC ID for the phone.
• Call samples, including the date, time, number called, what occurred during the call, if there were any recordings, etc. We can check our systems to find the call and review the call records.
• We may also need to work closely with you, or the user reporting the issue, to do live call captures.