PURE CLOUD FAQ

General

Q: How to configure Pure Cloud ?

There are two ways to configure Pure Cloud:
  1. via the Fleet Manager interface:
    • this interface allows the fleet manager to manage his IP telephony system and configure all the users (his fleet)
    • to connect to the Fleet manager, go on the [http://smp.fuzer.net][Service Management Platform (SMP)]] and enter your fleet manager credentials
    • you should have received your fleet manager login & password from your project manager. If you don't have this information you can always contact Fuzer Customer Support.
  2. Via the Connect Me application
    • Users can manage their own extension via the Connect Me application (see below for more explanation)

Q: I can connect to the Fleet Manager interface but I don't see the users: my dashboard is empty. What's the problem ?

The Project Manager might still have to grant the rights to manage the users: contact Fuzer Customer Support and ask the possibility to manage all the users.

Q: What are the functionalities of Pure Cloud?

Pure Cloud is powered by Escaux Technology and is based on Escaux Fusion 4. Click here to find a detailed description of Fusion 4 functionalities. Depending on the ordered licenses you've access to different functionalities

Q: How can I manage my voicemail (fix) ?

You can configure a voicemail for the following profile
  • End User
  • Reception/help desk/team
  • IVR
See the description of the different Pure Cloud Profile to know how to configure and listen your voicemail

Attention : for all question related to the voicemail of your mobile (in private mode) please refer to the Pure Mobile FAQ

Q: Can I transfer a call on my mobile phone (Pure Cloud or Pure Mobile) to another number ?

Yes, with Pure Cloud, you can transfer a call on your mobile phone when you are in Corporate mode. To transfer a call, you can use either:
  • directly your mobile phone: initiate a 2nd call and then press "*" once the 2nd call is established.
  • or take the call on Connect Me, initiate a second call from Connect Me and then click on the transfer button ("<=>").

Warnings:
  • The blind transfer (unattended) is not possible.
  • A call transfer is not possible with a simple Pure Mobile subscription, neither in Private mode with a Pure Cloud subscription.

Q: Which number (fix or mobile) is shown when I call with my Destiny mobile phone, Connect Me application or my fix phone?

With a Pure Cloud Mobile subscription (including FMU - fix mobile unification), you can select which number is shown by changing the "Corporate"/"Private" mode (FMU status) via a shortcode or via Connect me application. By default the following settings are applied:
  • Corporate mode: your fix number is shown (except for sms)
  • Private mode: your mobile number is shown

If you wish to change the FMU status, see below FAQ.

Q: How do I switch between my "Corporate" fixed number and my "Private" mobile number (FMU status) ?

With a Pure Cloud Mobile subscription, you can change your FMU status via Connect Me (Destiny Connect):
  • click on the Status button on the top bar of the application
  • and select the status in the drop-down list.

You can also change your FMU status via your mobile phone:
  • call 8501 and an IVR will allow you to change the status
  • call 8502 to activate the "Corporate" mode (fixed number).
  • call 8503 to activate the "Private" mode (mobile number).
  • If you call 8504, the status will change to the other one (e.g. if you’re in status private and you call 8504, your status will be changed to corporate immediately)

Attention:
  • With a Pure Cloud Mobile subscription, don't forward all the calls to your mobile phone (see option "Enable call forward to mobile" in the list of short codes). This could have a side effect on your voice mail (voice mail not reachable, ...) and on the call itself.

Q: Can I contact special numbers such as "1307"?

You can, but don't forget to add "0" before the number. If not, the IP-PABX will consider that the number is an extension.

Q: Are there restrictions for the dialplan of my company?

Yes, for technical reasons, customers should avoid using the following extensions when defining their company phone numbers:
  • 2-digit extensions
  • extension numbers starting with 10 or 11

Fuzer recommends the following:
  • internal numbers should be at least 3-digit numbers
  • do not use the following numbers as extensions: 100, 101, 102, 103, 104, 105, 106, 107, 108, 110, 112, 118, 119 (see also Mobile Restrictions)
  • do not use the 1000 number as reception queue number

Q: Can I call emergency numbers starting with 100 , 101 , 112 , etc from my mobile phone?

When using your mobile phone, if you dial an emergency number such as 100, 101, 112 etc., your call will always be routed to the nearest emergency center by the Mobile network. The following numbers are concerned: 100, 101, 102, 103, 104, 105, 106, 107, 108, 110, 112, 118, 119.

For administrators: as a consequence, avoid using in the PBX phone numbers starting with 100, 101, 102, 103, 104, 105, 106, 107, 108, 110, 112, 118, 119. Likewise, do not use the usual reception queue 1000 as it will not be reachable by users when they call from their mobile phone.

Q: Where can I find the list of short codes for Pure Cloud?

From a fix phone, refer to the list of Fusion short codes for Pure Cloud.

From a mobile phone:

Q: Can I use the "##" short codes from my Destiny Mobile phone?

By default the short codes starting with "##" are not supported by the mobile network. If you want to use the short code replace "##" by "85". Example :
  • consult the voice mail : ##00 => 8500

Phone

Q: Where Can I find the user guide of the phone ?

  • For Polycom VVX : here
  • For Polycom IP Soundpoint : here

Q: How can I configure speed dials on my phone?

To define the speed dials on your phone you must use the Connect Me application.
  • Connect to Connect Me with your username and password
  • Go to Settings, Communication Server, General Settings and Phone Settings
  • Define the speed dials
  • To apply the changes you need to reboot your phone

speeddialmenu.PNG

Note that you can define speed dials with Pure Cloud via Connect Me only for Polycom phones.

Support

Q: How to contact the support team ?

You can find on the Destiny website all the information related to Fuzer Customer Support.

Administration Platform

Refer to Administration Platform in Destiny FAQ.

Other topics

Refer to Fuzer FAQ.

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