Phone Support

Getting Started

Call Management Portal is the web portal used to configure the features on your phone system. With the Call Management Portal, you can:

• View missed calls
• Listen to voicemail messages
• Manage your contacts
• Set up rules to route your calls
• Perform many other functions

To get started, go to the login page at rsfiber.coop/vm2-go. Enter your 10-digit phone number (including area code), type in your Password, and Login.

-Your VM2-Go online web password and telephone PIN number will be different. For security purposes, the online portal will prompt for your password to be changed every 180 days. If you have not accessed your online account in excess of 180 days and need assistance with your password, please call Wizards Technical Support at (877) 457-9669. Individual Call Management Portal screens may vary.

Home Page

The Call Management Portal Home page is the main screen for the portal where you can view your Call Manager settings and access a range of other services.

1. Messages and Calls: Click this link to view and retrieve any voicemails
2. Contacts: Import your contacts from Outlook or create new ones, then click on the name to dial
3. Phone Status: Control your Call Manager settings
4. Make Call: Make a call direct from Call Management Portal
5. Start Meeting: Start MaX UC Meeting
6. Manage Webinars: Create or manage your MaX UC Webinars
7. Security: Use these links to change your password or security email address
8. Downloads: Download apps, for example MaX UC
9. Send Feedback: Report bugs or make suggestions for improvements to the Call Management Portal interface
10. Your Services: Use these links to access a range of services available with your Call Management Portal account, for example to change your call, message, and notification settings, or set up a Reminder call

Messages and Calls

The Messages and Calls tab displays all recent call activity.

Use the sub-tabs to view calls based on whether they were Missed, Dialed, Received, Rejected, or Deleted.

Click the play arrow button to listen to a voicemail.

• Click the trash icon to delete the voicemail.
• Click the down arrow and select: Reply, Mark as new/heard, Forward as Email, Forward as Voicemail, or Save File.

Click the New Voicemail box at the top left of the Messages and Calls screen to record and leave a voicemail as a memo (your computer must have a microphone to use this function).

Contacts

Use the Contacts page to manage your contact details. This page displays an alphabetical list of your currently configured contacts.

Use the Search box to find a particular contact.

Use the checkbox on the left to select a contact and display their details on the right of the screen.

Click New Contact to create a new contact.

Click New Group to set up a group of contacts. You can send a message to several subscribers at once by messaging the group. You can also set up call handling rules for a group.

The fastest way to add your contacts is to import them from your email program. If you use Microsoft Outlook, follow these instructions:

• Open Outlook and go to the  File tab—then Import and Export
• A new window should appear
• Select Export to File—click Next
• Select Comma Separated Values from the list and click Next
• Select Contacts from the folder tree and click Next
• Save exported file as Outlook Contacts and click Next—save in a place you can easily locate such as the Desktop or My Documents
• Go back to the Call Management Portal Contacts page
• Click the Import button
• Click the Browse button to find the Outlook Contacts file
• Click Import
• Your contacts are now in the Call Management Portal!

Making Calls From The Call Management Portal

You can make a call direct from Call Management Portal by clicking Make Call to launch the Dialer.

On the Dialer you can enter the number you want to call, either by typing it in or selecting from a dropdown list of your Contacts, and also choose which of your telephone numbers will be used to make the call.

Call Manager

The Phone Status panel in the center of the Call Management Portal Home page displays your Call Manager that allows you to set your current availability status and manage how incoming calls are handled.

The top section on the left enables you to change your setting from Available to Do Not Disturb, allowing you to route calls directly to voicemail if you’re busy. There is also a forwarding option that enables simultaneous ring with your mobile device.

The panel on the right allows you to set up call handling rules for Normal, Anonymous, VIP, and Unwanted callers. You can use options on this screen to add numbers to VIP and Unwanted callers lists.

Downloading Apps

You can use the Downloads link, located at the foot of the Call Management Portal Home page, to launch the Apps page where you can download applications that allow you to access the features of the Call Management Portal on your computer, mobile phone, and tablet.

Click View Apps to see a list of these applications available and follow the on-screen instructions to install the app.

Changing Settings

You can view and change your Call Management Portal settings directly from the Call Management Portal Home page, using the following icons.

• Click Call Settings to configure your call services, select how caller ID is displayed, and enter details for Call Forwarding, Call Blocking and Call Jump.
• Click Message Settings to control how your messages are handled, configure Mailbox access settings and record a Voicemail Greeting.
• Click Notifications to set up how you will receive notifications whenever you receive new messages.
• Click Reminders to set up single or recurring call reminders.

On the bottom panel, you can view your account information, change your security settings, and configure your phone keys.

• Click Devices and then select set keys to configure your desk phone
• Click Change Password or Change Call Services PIN to set a new password
• Click Send Feedback to launch a pop-up where you can report any bugs with the Call Management Portal interface, or send a suggestion for improvements or new features.

Fax to Email Online Interface Quick Start Guide:

1. Visit rsfiber.coop/Fax-to-Email to access Fax to Email with the online Call Management Portal.
2. Login by entering your 10-digit phone number and online web password.*
3. Access and manage your Fax to Email features online. Use the built-in step-by-step instructions by navigating to Help located at the foot of the Call Management Portal Home page under Support.

*Your password will be the same as your Voicemail PIN number.

MaX UC allows you to make or receive calls from your desk phone, your PC or Mac, and your Mobile devices.

For this to work on your desktop, you need to install the MaX UC Desktop software on your PC or Mac. This guide helps you do that.

Ensure Your Computer is Compatible

MaX UC Desktop works on PCs running Windows 8 (desktop edition) and Windows 10. It also runs on Macs that have OS 10.12 or later versions.

You can use your computer’s built-in microphone and speakers, but you will have much better audio quality if you use a headset. MaX UC Desktop works with most common headsets, including Bluetooth. It will even work with the answer/reject call button on some headsets.

Find Your Password

You will need your RS Fiber 10-digit phone number (or email address, if you have this set up) and password to start using MaX UC Desktop. If you don’t have this information, call us at (800) 628-1754. You are prompted to change the password as part of completing the login process.

Download and Install The Software

Download MaX UC Desktop from the Call Management Portal: rsfiber.coop/vm2-go

When prompted, save the file. Find the file in your downloads folder, open it, and follow the on-screen instructions to install the software.

Explore MaX UC Desktop

MaX UC Desktop is like having your desk phone on your computer. You can make and receive calls, hold calls, transfer calls, and make three-way calls.

You can also use MaX UC Desktop to send instant messages, transfer files, and send Presence information to other people in your corporate directory who are using MaX UC Desktop (on any device).

MaX UC Desktop uses the WiFi, broadband, or mobile data services available and connected to your computer.

Making Calls

Making a call is as easy as entering the number on the keypad or clicking on a contact’s call button.

If your contact has more than one number, you can choose which number to call from the drop-down list.

If the person you are calling has caller ID, they will see your individual RS Fiber phone number.

While in an existing call, you can make a second call using the main client rather than the active call window. This automatically puts the first call on hold. When the second call is active, you can click on the Transfer call icon to show the held call as a transfer option.

Receiving Calls

When someone calls your RS Fiber number, you see a pop-up window appear on your computer screen and hear a ringing tone through your speakers or headset. The pop-up shows the number of the person calling you. If that person’s details are already in your contacts list, the pop-up displays the caller’s name.

Depending on the other services you have from RS Fiber, you may see the incoming call on your desk phone, on your mobile phone, or on a tablet device. You can answer the call on whichever device is most convenient for you.

During The Call

1. Add a participant
2. Transfer the call
3. Send a chat message to the caller
4. Perform a CRM look-up
5. Uplift the call to a Meeting
6. Put the call on hold
7. Send video
8. Mute your microphone
9. Adjust the volume
10. Access the keyboard
11. Switch to another call
12. Record the call
13. Merge calls
14. End the call

You may receive a call while you are already on another call. If you answer the new call, the current call is automatically placed on hold and the new call appears in a new call progress window. Switch between the two calls using the window for each one or click on the Merge calls icon to merge other callers into a single call.

Video Calling

If the person you are talking to is also using MaX UC Desktop on the same network, you can upgrade your call to video at any time. Click on the Video icon to send your video. The other person receives a prompt inviting them to switch on their video too. Click on the Video icon at any time to turn off your video feed.

Send The Call to Someone Else   

Use the Call Transfer icon to send any call to another number. A menu pop-up allows you to select a contact, or you can type in a completely new number to transfer the call to. You can also transfer the call to another of your devices that has the MaX UC Client installed, without having to hang up!

Instant Messaging 

If you have MaX UC Desktop with Instant Messaging, click on a contact’s Chat icon to send them an instant message.

From the chat window, you can send files, view your chat history with the contact, call the contact, and add one or more participants to the conversation.

Reject Call With IM

If the caller is in your Contacts list, you can reject a call and send the caller an instant message explaining why you can’t take the call. Click the drop-down list next to Reject and select one of the system messages, or click Custom Message to type your own message.

Presence

Let others know whether you are available or busy by setting your presence to Online or Busy.

Your Presence information automatically shows when you are Away, On the Phone, or In a Meeting (this references the information in your Outlook calendar).

Call Manager

You can tell MaX UC Desktop how to handle your incoming calls. Click on the Presence selector, expand the Available option and choose between:

If you select Do Not Disturb, callers hear a recorded voice announcement saying that you are unavailable and are then connected to your voicemail. None of your devices will ring until you turn off Do Not Disturb, so be sure to use it carefully!

You can select Forwarding to forward all incoming calls to another number. You are then prompted to enter the number you want to forward calls to.

Note that when you change your Presence or Call Manager settings, the change applies on all of your MaX UC Clients. So, if you step away from your computer and forget to update your status, you can change your status using MaX UC Mobile on your mobile phone instead.

Choosing Which Calls to Receive

You can specify how calls should be handled if they are from anonymous numbers, from VIPs, or from numbers on your Unwanted Callers list.

To do this, click on the Presence selector, expand the Available option, and select the View all settings option at the end of the menu.

This opens the Call Manager Status window, where you can set your call handling preferences.

Your Contacts List

MaX UC Desktop assembles a contact list for you to use. Depending on how your service is configured, the contact list may include:

• Contacts that you type directly into MaX UC Desktop
• Contacts in the Outlook or Mac local address book stored locally on your computer
• Contacts in the Call Management Portal contacts
• Contacts in your corporate directory

If MaX UC Desktop is configured to automatically sync with Outlook, you can view and edit your Outlook contacts using MaX UC Desktop.

Favorites

For quick access to frequently-called people, add the contact to your Favorites list. Use the right-hand mouse button to click on any contact and choose Add to Favorites from the drop-down list. Favorites appear in the Favorites list and in the Contacts list.

Call and Chat History

Click on the Recent tab to see your call and chat history. To view the chat history for a contact, click on the contact’s Chat icon then click on the History icon.

Visual Voicemail

If you have a voice or video message, the Message button changes color and indicates the number of messages received. Click this button to see a list of messages received, to see transcriptions of the messages into text (where available), or to listen to the messages.

Emergency Calls

MaX UC Desktop lets you make calls from anywhere on the most convenient device. Therefore, if you place an emergency call from MaX UC Desktop, the operator may not be able to identify where you are calling from.

Tools

Click on the Tools menu and select Options to access your general settings and test your Audio and Video devices. You can also access other services such as CRM, conference, file-sharing and cloud-hosted services from the Tools menu.

Privacy and Protection

Once you have finished using MaX UC Desktop, select File then Quit to close the application. If you are using a shared computer, select File then Log Out to prevent other users from accessing your account.

To change your log-in preferences, select Tools, Options, General, and untick Automatically log in to MaX UC Desktop; this prevents MaX UC Desktop from logging in automatically when started and ensures that the next user has to log in using their own credentials.

-Meeting is currently unavailable with RS Fiber MaX UC.

MaX UC allows you to make or receive calls from your desk phone, your PC or Mac, and your mobile devices. For this to work on your mobile or tablet, you will need to install the MaX UC Mobile app. This guide helps you to do that.

Ensure Your Device is Compatible

MaX UC Mobile works on:

• Android phones and tablets using version 6.0 or later
• iOS devices running iOS 11.0 or later

Video calling only works on devices that have a front-facing camera.

Find Your Password

You will need your RS Fiber 10-digit phone number (or email address, if you have this set up) and password to start using MaX UC Mobile. If you don’t have this information, call us at (888) 474-9995. You are prompted to change the password as part of completing the login process.

Download and Install The App

Search MaX UC in the App Store or Google Play to find the MaX UC Mobile app. Tap Install to download the app to your device. Check the Terms and conditions and tap Accept & Continue.

Tap Open on the app (if prompted, select HBC as your Carrier). Enter your 10-digit phone number (including area code), type in your Password, and click Login. If you are having trouble logging in tap the eye symbol to show your password and check that there are no errors.

You may need to periodically update your password (a prompt appears on screen). Until you update the password, you can only receive calls. Failure to update the password within the allotted time results in you being locked out of your account.

If you want to have the ability to switch calls to your own cellular network (for example, if you move to an area with poor WiFi connection during a call made on MaX UC Mobile) enter your own mobile phone number and tap Continue.

Exploring MaX UC Mobile

MaX UC Mobile is like having your desk phone on your mobile. You can make and receive calls, hold calls, transfer calls, and make three-way calls. You can even push and pull calls from your phone to other twinned devices, mid-call.

You can also use MaX UC Mobile to send messages to other people in your corporate directory who are using MaX UC (on any device).

MaX UC Mobile uses the WiFi, broadband, or mobile data services available, so you can make and receive calls without using your mobile minutes.

You can access the MaX UC Mobile features using the Contacts, Phone, and Chat tabs at the bottom of the screen.

Contacts Tab

MaX UC Mobile assembles a contact list for you to use. Select the Contacts tab to view your Contacts list. Depending on how your service is set up, the Contacts list may include:

• Contacts that you type into MaX UC Mobile
• Contacts stored on your mobile device
• Contacts in Call Management Portal contacts
• Contacts in your corporate directory

The contact’s status appears in a speech bubble next to their profile picture.

Tap on a contact to access Call and Chat options. Tap on the Plus icon to add new contacts.

Phone Tab

Tap on the Phone tab to make a call, view your Call History and listen to Voicemail.

To make a call, tap on a contact and select the number to call or tap on the Dialer icon and enter the number.

If the person you are calling has caller ID, they will see your RS Fiber phone number.

The Voicemail tab indicates the number of messages received.

Tap on the Play icon to listen to a voicemail.

Tap on the Voicemail entry to see Call, Chat, and More options.

Tap More to access View contact, Mark as Unheard or Delete Message.

If you have a fax message, the Faxes tab appears; you can tap on it to see the fax.

Chat Tab

Tap the Chat tab to use Instant Messaging. Enter your Chat Address (RSFiberPhoneNumber@ams.hbci.com) and Password and tap Sign in.

Tap on a contact to continue a previous conversation or click on the New message icon and choose a contact to message

From within the chat window, you can start or continue a conversation, send files, call a contact, or add one or more participants to a conversation. Your Instant Messages automatically sync to all your MaX UC client devices.

Receiving Calls

When someone calls your RS Fiber number, MaX UC Mobile offers the choice to accept or reject the call.

Depending on the other services you have from RS Fiber you may also see the incoming call on your desk phone, on your desktop, or on a tablet device. You can answer the call on whichever device is most convenient for you.

During The Call

While a call is in progress you can use the call window to:

• Mute your microphone
• Access the Keypad
• Turn on Speaker
• Put the call on Hold
• Invite a Favorites contact to join the call
• Add/Transfer the call allows you to make a second call and add the contact into a 3-way call or transfer the call
• Access More options (send video or switch the call to another device)

You may receive another call while you are already on a call. MaX UC Mobile gives you the option to:

• Hold the existing call and answer the new call
• End the existing call and answer the new call
• Ignore the new call

Transfer The Call

Tap Add/Transfer to send the call to another number. You can select a contact or type in a number to transfer the call to. You can also transfer the call to another one of your MaX UC client devices, without hanging up!

Switch The Call to Another Device

If the call has poor audio due to an unreliable WiFi or mobile data service connection, tap More then Switch and select This device (cellular) to move the call to your regular cell phone. Remember the call will now use your mobile minutes.

Alternatively, you can push the call to another of your MaX UC client devices, such as your desktop or your iPad. Tap More and then Switch and select Another device to push the call to whichever device is most convenient.

Call Pull

You can pull calls from your other devices onto your mobile. If a call exists that can be pulled, MaX UC Mobile displays a Call Available to Pull option. Tap this option and follow the on-screen prompts to pull the call onto your mobile.

Video Calling

If the person you are talking to is also using MaX UC Mobile and your phone has a front-facing camera, you can add video to your call. Tap More then Video to send video. The other person receives a prompt inviting them to switch on their video. Tap on the Video icon at any time to turn off your video feed.

Favorites

Tap the Star icon on a contact’s directory entry to add the contact to Favorites. Favorite contacts appear in a banner at the top of the Contacts tab.

 

During a call, click on the Favorites icon to view your favorite contacts. Drag and drop a contact into the call window to setup a new call. When the contact answers, you can merge them into the initial call to create a 3-way call.

Call Notification

On Android devices, when you minimize the call window, the notification banner at the top of the screen shows the active call.

On iOS devices, the call notification banner displays at the bottom of the Phone tab.

Profile & Settings

Click on your avatar in the top-right to access Call, Chat, Contact, and Messaging settings, and additional setup options. You can also configure your profile, send error reports and access Call Manager in the Profile & Settings window.

Presence

Whenever one of your contacts is signed in to their Chat account, MaX UC Mobile displays their presence information on the Contacts, Phone, and Chat tabs.

Available	Away	On the phone	Busy	In a meeting	Do not disturb	Offline

Call Manager

You can tell MaX UC Mobile how to handle your incoming calls. Tap the Call Manager option in the Profile & Settings window and select Available, Do not disturb, or Forward all calls.

If you select Do Not Disturb, callers hear a recorded voice announcement saying that you are unavailable and are then connected to your voicemail. None of your devices will ring until you turn off Do Not Disturb, so be sure to use it carefully!

Select Forward all calls and, in the Forwarding number box, enter the number you want to forward all calls to.

Note that when you change your Call Manager settings, the change applies on all of your MaX UC Client devices.

Emergency Calls

MaX UC Mobile lets you make calls from anywhere on the most convenient device. If you place an emergency call from MaX UC Mobile, the operator may not be able to identify where you are calling from.

-Meeting is currently unavailable with RS Fiber MaX UC.

With RS Fiber’s Virtual Phone service, you get a local phone number with a listing in the phone book and advanced voicemail functionality, without the cost of a traditional phone line.

Virtual Phone provides easy access for message retrieval through the Online Call Management Portal. Setup is fast and easy and no special equipment is needed! With Basic Virtual Phone, incoming calls go directly to your customized voicemail box.

Telephone Interface Instructions:

Set up Tutorial

1. Dial the local phone number from the list below.
2. Enter your telephone number with area code followed by the # key.
3. You will be prompted to assign a PIN number for your account followed by pressing the # key.
4. Follow the set up tutorial to complete your Virtual Phone setup.

-You must complete the entire tutorial for your changes to take effect. If you forget your PIN or need assistance with setup and operation of your mailbox, please contact Technical Support at (800) 628-1754.

Managing Settings and Greetings

1. Dial the local phone number from the list below.
2. Enter your telephone number with area code followed by the # key.
3. Enter your PIN number and press the # key.
4. Follow the voice prompts to navigate the functions.

Local Phone Numbers

• (507) 702-7049 in Gaylord
• (507) 834-7049 in Gibbon
• (507) 326-1049 in Green Isle
• (507) 543-7049 in Lafayette
• (320) 510-7049 in New Auburn
• (507) 614-7049 in Winthrop

Online Interface Instructions:

For online interface instructions please view the Call Management Portal Instructions.

Never miss another important call. RS Fiber Voicemail & VM2-Go takes your messages anytime you can’t answer the phone. The best part is you can access your messages from anywhere!

Voicemail allows you to access your messages from anywhere through an easy-to-use telephone interface. The feature-rich VM2-Go allows you to access your messages via a telephone interface, voicemail to email, or listen and manage online.

Upgrade your Voicemail subscription with Call Management Portal which includes: Call Forwarding, Find Me Follow Me or SimRing, and VM2-Go (Voicemail 2-Go).

-Your VM2-Go online web password and telephone PIN number will be different. For security purposes, the online portal will prompt for your password to be changed every 180 days. If you have not accessed your online account in excess of 180 days, and need assistance with your password, please call Technical Support at (800) 628-1754.

Voicemail Telephone Interface Instructions:

Set up Tutorial

1. Press *33 from the telephone handset where your Voicemail is activated.
2. You will be prompted to assign a PIN number for your account followed by pressing the # key.
3. Follow the setup tutorial to complete your Voicemail setup.

-You must complete the entire tutorial for your changes to take effect. If you forget your PIN or need assistance with setup and operation of your mailbox, please contact Wizards Technical Support at (800) 628-1754.

Managing Settings and Greetings Where your Voicemail is Activated

1. Press *33 from the telephone handset where your Voicemail is activated.
2. You will be prompted to enter your PIN number for your account followed by pressing the # key.
3. Follow the voice prompts to navigate the functions.

Managing Settings and Greetings from Another Location

1. Dial the local phone number from the list below.
2. Enter your telephone number with area code followed by the # key.
3. Enter your PIN number and press the # key.
4. Follow the voice prompts to navigate the functions.

Local Phone Numbers

• (507) 702-7049 in Gaylord
• (507) 834-7049 in Gibbon
• (507) 326-1049 in Green Isle
• (507) 543-7049 in Lafayette
• (320) 510-7049 in New Auburn
• (507) 614-7049 in Winthrop

Online Interface Instructions:

For VM2-Go online interface instructions please view the Call Management Portal Instructions.