White Sky FAQs

Making Local CallsDial the 10-digit number (area code + number).Note:By default 7 digit dialing is disabled. To enable 7 digit dialing, please contact support

Making Long Distance CallsDial the 10-digit number (area code + number) or 11-digit (1 + area code + number) to make a local or long distance call.

Making International CallsDial 011 + country code + city code + number to dial international calls.

Dialing Extension to ExtensionDial the extension number

To page an extension dial *80 + extension number

Basic installation includes:

Installation of digital receiver to existing outlet

Three meters of cable and connectors per device

Connection of receiver to television

Ensuring that the digital cable is working properly

Running a drop line to the premises of up to 65 meters of drop wire

Educating the customer on basic system use and functionality

Providing installation practices through qualified technicians.

If you have a new TV or are not receiving all channels, you may need to perform a channel scan. In most cases, performing a simple channel scan will locate all the provided channels.

To begin, you will need acable-ready television with a QAM tuner. Ensure the television antenna inputis connected to the wall plate with a high quality RG6coaxial cable and perform the following steps to program your television.

Since televisions differ in the way their menus are set up, these steps may vary. Always refer to your television Owner's Manual for specific directions.

Locate your remote control.

Go into the menu mode on your television.

Select Auto Scan, Auto Program, Channel Setting, or similar option from the menu.

Enable either Cable or CATV mode (Do not select the antenna mode).

Perform a Channel Scan.

Please note: The channel scan will take some time to complete once it is finished,you should see all the channels provided at your community. It is important to allow the device to completely scan to 100%.If all the channels do not appear after the scan, you may try performing the scan a second time. Some tuners do not always pick up all the channels in a single scan. If you only have up to channel 13 after you scan, your TV was in "Antenna/Air" Mode. Double check that the TV is in Cable Mode and re-scan.

If you do not receive a signal for your channels or ifyou are still experiencing problems with the video service, please contact WhiteSky Technical Support.

Freeswitch Connection Information

To be ready for your installation, make sure that:

All TVs and computers are in your home at the time of the installation.

All cable outlets are accessible, or you know where you want them installed.

Someone 18 years or older will be present for the duration of the installation.

All equipment you already have (e.g., wireless cards, modems, routers) is available to the technician.

All computers meet minimum system requirements.

Television sets and/or entertainment centers are at least three to five feet away from the wall.

The installation window generally takes between two and four hours.

Need to reschedule your appointment? Contact us.

This applies to to Polycom VVX phones:

Navigate to 'Directory'

Select 'Contact Directory'

Select 'Add'

add a name

Select 'Add contact'

mode -> Tel

Telephone number must be entered exactly as the number appears when dialed in. (i.e. press star twice for '+', '15556667777')

Select 'Auto Reject' -> Enable

Select 'Save'

Types of TransfersThere are two types of call transfers available, attended and blind transfers. An attended transfer places a call to an extension before the transfer is completed. This allows information about the call to be communicated before the transfer. A blind transfer sends the call directly to an extension without any confirmation required.

Transfer to ExtensionTo perform an attended transfer to an extension:With an active call on a line, press the "Transfer" button. On some phones this may be labeled "Xfer". You will be prompted for a number and the call will be placed on hold. Enter the extension number you wish to transfer the call to. That extension will be dialed. If the callee chooses to accept the call, press transfer again. The transfer will then complete.

To perform a blind transfer to an extension:With an active call on a line, press the "Blind Transfer" button. On some phones this may be labeled "BlindXfer" or "BXfer". You will be prompted for a number. The call will be sent directly to this extension without confirmation. Please note that on recent firmware Polycom VVX phones, the blind transfer option is accessed by holding the transfer button for a few seconds.

Transfer to VoicemailTo transfer a call directly to someones voicemail, perform a blind transfer to * + extension number.For example:To transfer a call to extension 1001's voicemail, perform a blind transfer to *1001.

Transfer to an External NumberA call may be transferred to an external phone number by using the same procedures as an internal extension.

We provide an online customer management portal where business customerscan order voice services, update billing contact info, and submit support requests.

A portal account isrequired prior to installation of voice services.

Why do I have to register?

Creating an account ensures accurate contact info and compliance with state and federal regulations.

The Benefits

Manage telephone number inventory

View and download call detail records (CDRs)

Submit trouble tickets

Update billing and E911 address info

Getting Started

To create an account, simply visit https://portal.whitesky.us/signup/

Once the account is created, please watch your inbox for an activation email. The activation email contains a link that isrequired to activate the account.

What if I don't receive an activation email?

If you do not receive an email a short time after creating an account, please check your spam folder and any filtering rules. A valid, working email address is required for access.

How do I configure my local voicemail greeting and navigate the interactive voice menu from my phone?

Press the Messages button on your phone (If you do not have a messages button on your phone, press the star key * followed by 97 on the keypad)

The phone will immediately prompt you to enter your voicemail password, followed by the # key.

(Your initial voicemail password is set by your system administrator) After entering your password the phone will tell you how many new/saved messages you have. It will then start listing the menu of options as follows:

Main Menu

Menu Option 1 Press 1 to Listen to new messages

Listening Options (After selecting option 1)

After listing to a message, you may press 1 to listen to it again, press 2 to save it, press 7 to delete it, press 5 to return the call immediately, or press 8 to forward the message to another user on the system.

If you choose to forward the message by pressing 8, you may choose to record and introduction by pressing 1. To send it without an introduction press 8. Then enter the extension number you wish to transfer the message to, and press # to complete the transfer.

Menu Option 2 Press 2 to listen to saved messages (same controls as menu option 1)

Menu Option 3 (Note that menu option 3 is the 5 button on the keypad)Press 5 for Advanced Options (see Advanced Options Menu Section below)

Menu Option 4Press # to exit (This will exit the messages menu)

Advanced Options Menu (After pressing 5 at the main menu)

AO Menu Option 1 Record Greetings

Press 1 to Record a voicemail greeting (you may have up to 9 greetings)

Then choose a greeting number 19

Record your greeting at the tone and press # to end the recording.

Now, you can press 1 to playback what you just recorded, press 2 to save it, or press 3 to rerecord it

AO Menu Option 2 Choose Active Greeting

Press 2 to choose your active greeting (Select one of your previously recorded greetings using the keypad)

AO Menu Option 3 Record Your Name

Press 3 to record your name (After recording, 1 to listen to it, 2 to save, 3 to rerecord it)

AO Menu Option 4 Change Password (Note that menu option 4 is the 6 button on the keypad)

Press 6 to change your password

AO Menu Option 5 Return to Main Menu (Note that menu option 5 is the 0 button on the keypad)

Press 0 to return to the Main Menu

By default, each phone system includes one conference room at extension 8000. There is no limit on the number of callers, with the exception of the number of concurrent call channels purchased for the system.

Conference CallsTo add a call to the conference room:With an active call, perform a blind transfer to extension 8000. This removes the call from the current extension and places the call in the conference room. The first caller in the conference room will hear hold music until the second caller enters. Additional external calls can be added by repeat blind transfers to extension 8000. Internal extensions can enter the conference by dialing 8000 directly.

It is possible to configure a direct dial in number for a conference room. Please contact support for more information.

A parked call is a call that is on hold on the phone system instead of a single phone. This allows anyone in the organization to pickup the call.

To park a call, simply perform an attended transfer to extension 70. The system will then announce an extension number. Press transfer again to complete the park. The call can be retrieved by dialing the announced extension number.

Alternatively a call can be parked to a specific slot by performing a blind transfer to extensions 71-74. This allows you to choose the specific parking slot for a call however care must be taken to ensure that a call is not already in the selected slot.

Emergency 911 services are provided by Whitesky Communications as part of Whitesky Communications' Internet phone service, related software applications, and the implementation and support services (collectively, hereinafter referred to as the "Services").

Emergency 911 services (including Enhanced 911 or "E911") provided by Whitesky Communications may differ in certain respects from the emergency calling services provided by a traditional wireline telecommunications provider. These differences may have an adverse impact upon the ability or timeliness of the provision of 911 services to you or others in the event of an emergency. In addition, due to limitations on technology, the location reported by Whitesky Communications to the public safety dispatcher for your telephone may not include your specific location within a business premise.

Following the procedures set forth in the Whitesky Communications Knowledgebase, you are responsible for the accurate reporting of the physical location where the Service is to be used (the "Service Address") and for instructing each employee that he/she must provide Whitesky Communications with the specific location in which they are located within your premises in the event of an emergency. You are required to maintain valid E911 addresses for each of your physical locations where Whitesky Communications services are deployed. Should an emergency arise, emergency services may be delayed or unable to respond to your needs if your account does not have a valid E911 address on file. In addition, you will be charged $100.00 per call for any E911 call made from an account/physical location without a valid address on file with Whitesky Communications.

In the event that any equipment used to provide the Service via the Internet is moved to another location, you are responsible for notifying Whitesky Communications, updating your account records to reflect the new Service Address where the Service is to be provided, and for instructing each employee that he/she must update Whitesky Communications promptly when such employee changes the physical location to which the Service is being provided. Even though you will be able to use the Service without interruption in the event you change the physical location where the Services are to be provided, it may take time to update emergency dispatch information, which could result in the failure to dispatch emergency personnel to the proper location.

Enhanced 911 service has several limitations. Such limitations, including those discussed above, may prevent you from making emergency calls and include but are not limited to any of the following:

Loss of electrical power

Loss of Internet connection for any reason

Defective customer premises equipment

Network congestion

Delays from updating your registered Service Address

In some cases, emergency calls may not be routed to the designated emergency response center in your area. Rather, an emergency call may be routed to an alternative emergency dispatch center which may not have access to any or all of your registered Service Address information. Consequently, you should be prepared to provide sufficient information with respect to your physical location to dispatch emergency personnel to you. This method may delay the dispatch of emergency personnel to your location. If the emergency call is disconnected for any reason prior to the time you have provided your physical location, emergency personnel will have no way to contact you or determine your identity or location, and you should immediately redial 911.

You agree to advise any and all employees, invitees, and every other person who may make calls using the Service via the Internet of the limitations described above.

Finally, you acknowledge that you have read the above limitations with respect to emergency calls over the Service, that you understand these limitations, and that you agree to them.

Please visit Whitesky Communications Knowledge Base at support.whitesky.us for instructions on E911 including how to update your Service Address and associate employees (users) to Service Address other than the default address.

To add speed dial entries on Polycom phones:

Press the menu key

Navigate to "Features"

Navigate to "Contact Directory"

Select "Add"

Use the numeric keypad to fill in the contact details (contact is the phone number)

Select "Save" to add the contact to the directory.

In the Bria app go to accounts and tap the "+" button.Select SIP from the "User-defined Generic Accounts" heading.This will bring up a screen that says "New SIP Account".

Account Name: WhiteSky PBX

User DetailsDisplay As: <YOUR NAME>Username: <YOUR EXTENSION>Password: <EXTENSION PASSWORD>Domain: <PBX DOMAIN NAME e.g. pbxXXXX.voice.wtsky.net>

Voice MailVM Number: *97

Navigate to Account Advanced below "Voice Mail"

Advanced SettingsAccount Additional**Leave these at their defaults

DTMF TypeSend DTMF using: RFC 2833

Media Network TraversalSuppress STUN Wi-Fi: OffSuppress STUN Mobile: OffUse ICE Wi-Fi: OffUse ICE Mobile: Off

SIP Network TraversalGlobal IP WI-FI: OffGlobal IP Mobile: Off

Call DialingUse Tel Uri: Off

Transport and SecuritySIP Transport: TCPEncrypt Audio: Never

SIP RegistrationIncoming Calls: OnRefresh Interval: 600

Keep AliveWI-FI Interval: 60Mobile Interval: 15

SIP MiscellaneousShow Miscellaneous: OnSingle Register: OffPassive Session Timer: OnConnection Reuse: OnEnable IMS: Off

Numbering

When calling out, the called phone number should be formatted as "1" followed by 10 digits, "011" plus digits for international calls, etc., as is standard US practice. Alternatively, full E.164 number formatting is also supported ("+1" and 10 digits US number, "+44" and UK number, etc.).

Inbound numbers will be presented to your system as "1" plus 10 digits in the Request-URI.

Your originating number (Caller-ID) must be formatted as "1" followed by 10 digits and must be present at least in the username field of the SIP From header. Calls without a valid From calling number will be rejected.

Calls from a toll-free number to a toll-free number (i.e. calls where the called and calling numbers are both toll-free numbers) will be rejected (because they cannot be billed).

Addresses

IP-based authentication is recommended for users with static IP addresses. However, if you are behind firewall or NAT router, you must use SIP Registration.

SIP Registrar:

registrar.sip.wtsky.net

SIP Proxy:

sip.wtsky.net

These DNS names provide both IPv4 A records and SIP SRV. If your equipment supports it, using SRV is preferred.

Codecs

Codecs available are G.711 and G.729a, RFC2833 DTMF, and T.38 fax

When calling out, the called phone number should be formatted as "1" followed by 10 digits, "011" plus digits for international calls, etc., as is standard US practice. Alternatively, full E.164 number formatting is also supported ("+1" and 10 digits US number, "+44" and UK number, etc.).

Inbound numbers will be presented to your system as "1" plus 10 digits in the Request-URI.

Your originating number (Caller-ID) must be formatted as "1" followed by 10 digits and must be present at least in the username field of the SIP From header. Calls without a valid From calling number will be rejected.

Calls from a toll-free number to a toll-free number (i.e. calls where the called and calling numbers are both toll-free numbers) will be rejected (because they cannot be billed).

You can continue to use your existing phone number in WhiteSky.

When using the Internet, no computer is protected against threats unless security software is installed. A computer that is not protected with security software will be exposed to many threats that could include viruses, Trojan horses, worms, spyware, hacker attacks, spam, inappropriate content, and much more.

Typical consequences of such threats range from loss of files and a significantly slowed computer to theft of personal data and viruses that can destroy your computer.

If you need security solutions guidance contact us.