Question 1

Adding a Microsoft / Office 365 email account to your Phone or Tablet

Accepted Answer

Microsoft / Office 365 is the most current platform for email. If you are reading this knowledgebase article, it is most likely your company/organisation email has been migrated from another provider to Microsoft 365. Please follow the below steps to get your company/organisation email configured and added to your mobile devices.

||| REMOVAL OF PREVIOUS EMAIL ACCOUNT - ONLY DO THIS STEP IF ACCOUNT ALREADY EXISTS If you are trying to add an email account that is already configured on your device, we highly recommend you remove it. Your mobile device may get confused that a email account with the same email address already exists.

To remove an existing account, follow the steps below:

FIND ACCOUNT TO REMOVE

Open Microsoft Outlook app on your mobile device
Select the circle in the top left corner (usually has your photo or the first initial of your first name)
Select the settings icon, bottom left of the menu (image of a gear/cog)
Find your account:

|| APPLICATION OF PREFERENCE Considering you are adding a Microsoft / Office 365 account to your mobile device, we recommend that you download and install the Microsoft Outlook app. Please go to the AppStore for Apple devices and PlayStore for Android device, then search/install for "Microsoft Outlook" in the relevant app/play stores.

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Question 2

How to modify a ring group

Accepted Answer

Ring groups are great to allow multiple handsets to be able to take/transfer calls. Usually the ring group consists of 3-5 phones that the inbound calls come in on.

When your phone system is setup, a ring group called "Main Ring Group" is created by vCloud and extension "000" (not emergency services number) is added to this group automatically.

You can add multiple extensions to the ring group, extensions are members. To modify the members in the ring group, follow these steps:

Log into your phone system management console, refer to article below:

Logging into PBX Management Console

Go to Ring Groups from the menu on the left
Click on the ring group "Main Ring Group", then select the Edit button

Once in the ring group settings, under the General section, there are some options you can modify, these are the Ring Strategy and Ring Time, see below:

Ring Strategy = Prioritised Hunt / Ring All Ring Time = in seconds

Scroll down to Group Members, then press the add button

Select the member yo

Question 3

How to put a call on shared park

Accepted Answer

When on a call, sometimes you need to park the call. This is called shared parking. This function of the phone system is enabled from your function buttons on the phone handsets themselves. On your handset (depending on model) you can have between 2-4 shared parking locations for incoming and outgoing calls, these buttons will look like this on your display:

The function button itself will be lite up green with the shared park location is available and red when in use.

To use shared parking follow these steps:

When on a call press one of the free Shared Parking locations.
This will enable your handset to accept and/or pickup other calls.
You can pick up the parked call on any phone in the office which has the shared park enabled. For example: The receptionist can park a call on Shared Park # 1 and the Manager can press Shared Park # 1 from their office and connect to the call instead of transferring it.

Please Note:

Once you have finished taking/transferring other calls, please remember to go back to the call that was parked.

Question 4

How to use call pickup from a handset when in a ring group

Accepted Answer

If you are the receptionist, or in a ring group (when a group of phones rings when the phone system rings), if you want to answer a second call you can use a predefined button programmed by vCloud to utilise this function.

On all handsets within a ring group, vCloud Support program a specific function button called "Pickup" or "Call Pickup". This button looks like this on the phone screen display:

Follow these steps to pickup the second, third, fourth …. call:

Place your existing call on shared park, refer to article below:

How to put a call on shared park

While you can hear the other phones ringing, press the "Pickup" or "Call Pickup" function button.
Your call will be answered and you can then transfer the call to any other extension if required.

Please Note: Your first call is on shared park, you will need to go back to this call, as the person calling will remain on hold until you do.

Question 5

Remote Support with a TeamViewer ID

Accepted Answer

Do you need support quickly and efficiently. At The Tech Support Experts we use the most common remote access tools so we can connect to your devices on and from any platform.

It's simple, just visit our support site, see below and scroll down to TeamViewer Downloads:

How to setup TeamViewer for Windows

How to setup TeamViewer for Mac

Once downloaded, install the software on your device, contact us on +61 3 9123 4580 and give us the following details from the Teamviewer software, see below:

Please give the TeamViewer ID and Password displayed in your window, not the one above. This is for display purposes only.

Once we connect we have control of your device and you can see what we are doing. To be safe, once we disconnect you can reboot your device and/or close TeamViewer and we can no longer get access to your device anymore.

Question 6

How to Setup Microsoft 365 Multi-Factor Authentication

Accepted Answer

In this article it will show you how to setup Microsoft 365's multi-factor authentication

Once your admin enables your organization, and your account, for multi-factor authentication (MFA) you have to set up your user account to use it. This should only take a minute or so.

By setting up MFA, you add an extra layer of security to your Microsoft 365 account sign-in. For example, you first enter your password and, when prompted, you also type a dynamically generated verification code provided by an authenticator app or sent to your phone.

| Step #1: Sign in to Microsoft 365 with your work or school account with your password like you normally do. After you choose Sign in, you'll be prompted for more information.

| Step #2: Choose Next.

| Step #3: The default authentication method is to use the free Microsoft Authenticator app. If you have it installed on your mobile device, select Next and follow the prompts to add this account. If you don't have it installed there is a link provided to download it.

||| Note: If you would rather use SMS messages sent to your phone instead, select I want to set up a different method. Microsoft 365 will ask for your mobile number, then send you an SMS message containing a 6-digit code to verify your device.

|| Tip: For a faster, and more secure, experience we recommend using an authenticator app rather

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