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Tel Tec Business Support

Check Below for the following support help:

  • Getting Started
    • How to reach support
    • Web Portal Login
    • Forgot Login and Password
    • New User
  • User Guides
    • Voicemail
    • Answering Rules
    • Mobile App
  • Office Manager Guides
    • How to Apply a Time Frame
    • Auto-Attendant

We understand that support and attention to client satisfaction is what separates a good service provider from a great service provider and we know you have choices when it comes to your business phone service and unified communications provider. The Tel Tec Business Support Team strives every day to earn your business.

Tel Tec Business offers numerous technical support channels to enable our clients to resolve any issue as quickly as possible. We can be reached by telephone, email, or by opening a ticket on our site.

Customer Support Guides

  • HOW TO REACH SUPPORT

Support is available to assist with technical or operational issues.

You can reach us by visiting https://teltecinc.com/support and clicking Submit a request.

You can also reach us via the following methods:

Call us at (317) 390-8585

Email us at support@teltecinc.com

  • WEB PORTAL LOGIN

You can now reset your password, as well as request your username, from the Portal Login page. You can also set up your voicemail PIN and portal password if you’re a new user. Simply click on the appropriate link on the Login page.

  • FORGOT LOGIN USERNAME OR PASSWORD

Forgot Login Name – If you are unsure of what your Login Name is, enter your email address (and optionally, extension number) and an email will be sent to you detailing your Login Name.

Forgot Password – To reset your password, you simply need to enter your Login Name in the field. You will be emailed a reset link to the email address associated with the user. If you do not know your Login Name, select the Forgot Login Name link.

  • NEW USER

If you are a new user to the UC platform, or have never logged in to the Portal before, the New User option will email you a link which will then let you complete the setup process.  This process includes defining your voicemail PIN and Portal password.

  • ANSWERING RULES – CALL FORWARDING, SIMULTANEOUS RING

Defining Answering Rules

Defining Answering Rules

By default, each extension has a Default Answering Rule with a Time Frame of Always.  You can change options you want applied at all times in this Default rule.

Do Not Disturb

Call Screening

Call Forwarding

Simultaneous Ring

Just Ring User’s Extension

Do Not Disturb

Do Not Disturb

Do Not Disturb will send your calls directly to your voicemail.

Call Screening

Call Screening

Call Screening will prompt the caller to announce their name, which the system will play for you and allow you to decide whether or not you would like to take the call.

Call Forwarding – Always

Call Forwarding - Always

Call Forwarding Always allows you to forward all calls to another destination.  You can forward calls to other users, directly to other users’ voicemail, auto attendants, call queues, and offnet (external) numbers.

Call Forwarding – When Busy

Call Forwarding - When Busy

Call Forwarding When Busy allows you to forward all calls to another destination when you are on another call.  You can forward calls to other users, directly to other users’ voicemail, auto attendants, call queues, and offnet (external) numbers.

Call Forwarding – When Unanswered

Call Forwarding - When Unanswered

Call Forwarding When Unanswered allows you to forward all calls to another destination when you do not answer a call.  By default, unanswered calls will go to your voicemail box.  You can forward calls to other users, directly to other users’ voicemail, auto attendants, call queues, and offnet (external) numbers.

Call Forwarding – When Offline

Call Forwarding - When Offline

Call Forwarding When Office allows you to forward all calls to another destination when your phone is offline (powered off, shut down, or otherwise unregistered).  You can forward calls to other users, directly to other users’ voicemail, auto attendants, call queues, and offnet (external) numbers.

Simultaneous Ring – Include User’s Extension

Simultaneous Ring - Include User's Extension

Simultaneous Ring allows incoming calls to ring multiple devices.  By default, there is a single device for each extension.  The system rings this device by default.

Simultaneous Ring – Ring All User’s Phones

Simultaneous Ring - Ring All User's Phones

Simultaneous Ring allows incoming calls to ring multiple devices.  By default, there is a single device for each extension.  The system rings this device by default.  You can change this behavior if you have multiple devices (home office phone, softphone, etc).

Simultaneous Ring – Answer confirmation for offnet numbers

Simultaneous Ring - Answer confirmation for offnet numbers

Simultaneous Ring allows incoming calls to ring multiple devices.  By default, there is a single device for each extension.  The system rings this device by default.  You can change this behavior if you want to ring an external (offnet) number.  This option will require you “accept” the call to the offnet number to keep the offnet recipient from taking control of the call.  This is useful to cell phones where you do not want your cell phone voicemail answering the call.  This option is used in conjunction with the next option.

Simultaneous Ring – Offnet Numbers

Simultaneous Ring - Offnet Numbers

Simultaneous Ring allows incoming calls to ring multiple devices.  By default, there is a single device for each extension.  The system rings this device by default.  You can change this behavior if you want to ring an external (offnet) number.  You may enter an external (offnet) number, such as a cell phone, answering service, etc.  You can also set the delay in ringing this offnet number.

Just Ring User’s Extension

Just Ring User's Extension

This option eliminates all other options in the Answering Rule and just rings the user’s extension.

  • VOICE MAIL

There are several different ways to access one’s voice mail. This article will explain the different ways to access voice mail and take an in-depth look at the voice mail tree.

Most phones have a voice mail button already.  Depending on the model of phone, it might be a soft button or a hard button.  It might have a envelope symbol or say ‘message’or ‘messages.’  If you have multiple line appearances registered to your phone, you will be prompted to select which extension’s voice mail you wish to access.

If you know the extension number of the voice mail you wish to access, but are having trouble connecting to it, please follow this quick guide to accessing voicemail found here.

 

If you wish to learn how to access your voice mails through the web portal, please read this article.

Once you log into your voice mail box.  There are several options available to you inside the voice mail tree. Not only can you listen to new and saved messages, you can also send voice messages to other voice mail boxes in your company.  Also, you can set call forwarding  and change your greeting as well as record your name which populates the company directory.

 

I have included the full voice mail tree diagram in this article to better illustrate its functionality.

  • Mobile Connect for iOS User Guide

This guide will assist you in setting up and using Tel Tec Business Mobile Connect on the iOS platform. To get started, download the Tel Tec Business Mobile Connect app from the App Store. You can find the app by searching “Tel Tec Business” or by clicking here.

After downloading and installing Level365 Mobile Connect from the App Store, you are presented with the login page. This login name and password will be the same credentials you would use to log into the Portal.  If you are unsure of your credentials, please see the Forgot Login Name or Forgot Password articles.

If you have Single Sign-On enabled, you can login with that option.

 

Contacts and Placing Calls

Once logged in, you will be presented with a list of the users that are members of your domain. From this page you also have the option to check Voicemail, send messages, view call history, and to place calls by utilizing the bottom navigation bar.

To place a call, click on a contact and click the phone icon. You can also dial external numbers by pressing the dialpad on the bottom-right.

Voicemail

The Voicemail option will include all Voicemails currently in your inbox.

You can manipulate Voicemails by tapping the desired Voicemail.

  1. Calls the number shown on caller ID back.
  2. Sends Voicemail to the Saved folder.
  3. Forwards Voicemail to another user.
  4. Opens the information panel, which contains date and time received as well as the options in this list.
  5. Sends Voicemail to the Trash folder, which is emptied daily.

Chat and SMS

Chat and SMS is also available using the Mobile Connect app. SMS must be provisioned by Level365 prior to use, while chat to other accounts is available immediately upon installing. To have SMS provisioned, please contact Support.

Click the chat bubble to open the new conversation interface.

From here you can search for users in your organization to chat with, or if SMS is provisioned, type a number to send a text to.

Call History

Here is an example of what to expect from the call history option.

Tapping the call history entry will call the number back directly. Tapping the information icon on the right will display additional information about the call.

Additional Options

Tapping the three horizontal lines icon on the bottom-right will bring up the options menu. From here you can adjust Answering Rules, Greetings, App Settings and log out of the application.

The Answering Rules section allows you to change the order of your Answering Rules by long pressing and dragging up or down.

You can add a new Voicemail greeting by selecting Greetings then tapping the “+” sign in the upper-right corner. Enter a name and press the record button to start recording.

To activate or delete a greeting, tap it from the top level Greetings menu and select Activate or Delete.

  • CREATING AUTO ATTENDANTS

After logging into the Portal, select Manage Organization at the top of the page if present. Select the Auto Attendants button to display a list of all Auto Attendants. To create a new Auto Attendant, click the Add Attendant button.

 

Give the new Auto Attendant a name and extension, and select default as the time frame, then click Add.

Ensure the extension is not currently in use. It is possible to overwrite extensions when creating new Auto Attendants.

Recording and Uploading Prompts

To add or record a prompt to the Auto Attendant, click the Manage button next to the menu prompt box. This button appears as a speaker icon.

Add a description and select Upload or Record.

To upload a preexisting recording, click the Browse button, navigate to the recording and select it. Click Upload.

 

To record a new greeting, enter a number into the call me at field (internal extensions and 10 digit external numbers both work) and click Call. The system will then prompt you to record a greeting after answering the call. Click Done when you are finished recording.

 

To playback the recording for quality assurance, click the Play button that appears next to the Manage button.

 

Managing Auto Attendants

Once the Auto attendant is created,  you will be taken to the configuration screen.

  1. User: This option will send calls to the specified extension. Calls routed this way will follow the user’s active Answering Rule.
  2. Conference: Routes the call to a specified Conference Bridge.
  3. Call Queue: Routes the call to a specified Call Queue. Calls routed this way will not follow answering rules assigned to the Call Queue’s user account.
  4. Directory: Enables dial by last name. The caller can hit the first 3 letters of their desired party’s
  5. Voicemail: Sends the caller directly to the specified voicemail inbox.
  6. Voicemail Management: Allows the caller to access any voicemail inbox, provided they know the PIN.
  7. External Number: Directs the call to an off-net number. When using this, enter the number as a 10 digit string with no characters other than numbers.
  8. Play Message: Plays a message to the caller. This can be recorded on demand or a file (.wav or .mp3) can be uploaded.
  9. Repeat Prompt: Starts the Auto Attendant recording from the beginning.
  10. Add Tier: Nests another Auto Attendant within the current Auto Attendant. This nested Auto Attendant is capable of all the above options, however it is not possible to nest a second time.

 

Clicking the cogwheel to the right of the number pad will take you to the Options screen.

 

  1. Enable Dial by Extension: Toggles Dial by Extension from the Auto Attendant. This feature listens for a full extension number and routes appropriately, if a valid extension is entered.
  2. If no key is pressed: Determines how to handle the call if the Timeout before first key press limit is reached.
  3. If unassigned key is pressed: Determines how to handle the call if an unassigned key is pressed.
  4. Timeout before first key press: Sets the limit for how long the Auto Attendant listens for a key press before following the no key pressed option.
  5. Timeout after last key press: Sets the limit for how long the Auto Attendant listens for a key after the last key is pressed.
  6. Maximum key presses to collect: Sets the limit for the maximum key presses to accept.

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Our technical staff is always available to answer your questions and address your service needs. Please call us anytime at 317-390-8585. 

For after hours service we have an on-call support system that will route your call accordingly.  You may also send an email to support@teltecinc.com.

If you have a current need please fill out the form below to submit a ticket directly into our support ticketing system.

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Our technical staff is always available to answer your questions and address your service needs. Please call us anytime at 317-390-8585. 

For after hours service we have an on-call support system that will route your call accordingly.  You may also send an email to support@teltecinc.com.

If you have a current need please enter your information on the right side of the page to submit a ticket directly into our support ticketing system.

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