Installation Responsibilities for Broadview Networks

Upon receiving your OfficeSuite services, Broadview will assign a person to be your dedicated Project Manager. The Project Manager will coordinate the implementation of your Broadview technology.

During the Broadview service delivery process we will:

Contact the customer within the first 48 hours of assigning a Project Manager.

Confirm the Site Survey date and time with the customer.

Conduct an interview and complete the Implementation Call Questionnaire with you and your vendors.

Pull the Customer Service Record to verify all service lines are accounted for during your transition.

Review Site Survey results and advise on any adjustments to existing LAN, cabling, or customer location for the completion of the OfficeSuite installation.

Verify that any additional services have been ordered including Internet, Data/WAN, Frontline Services, or Cloud Computing.Based on Survey results, provide a final work invoice to customer.

Send the completed Order Request to the customer and vendor(s) for approval.

Coordinate personnel for internal wiring if Broadview is completing the work order.

If the customer is using a third-party vendor for internal wiring, verify with the customer that all additional inside wiring has been completed.

Schedule the installation of equipment with the customer and coordinate with the customer for IT vendor/contact information, if needed.

Obtain a user extension list.

Advise customer of final commitment dates for time of delivery.

Contact the customer 24 hours prior to the installation date to verify that the site is ready and that the local contact person will be onsite.

Schedule web-based training with the customer administrative contact(s) prior to the installation of OfficeSuite. This is generally scheduled once equipment has been installed and the start-up date has been determined.

Confirm that training has been scheduled and that resources have been allocated.

Once OfficeSuite is online and fully functioning, verify that the Directory Listing and the directory requests have been processed.

Call the customer the day after installation to ensure that the switch from the previous phone service to OfficeSuite has been completed and that the customer is satisfied (Post-Installation Call). Confirm that the service has both been tested and approved by the customer.

Provide the customer on-going support and important contact numbers for the duration of their Broadview OfficeSuite service.

Provide online support resources for administration.

Installation Responsibilities for You - An OfficeSuite Customer

To ensure a successful OfficeSuite implementation, the customer should verify that they have performed the following tasks:

Provide a dedicated customer contact for updates and coordination.

Provide a phone, fax, and email address of the dedicated customer contact.

Verify location addresses and local contacts at each location.

Ensure that either a local IT contact or 3rd party vendor contact is identified and is available for issues or adjustments that may be required for:

Internal Wiring

Local Area Network (LAN)

Dynamic Host Configuration Protocol (DHCP)

Domain Name Service (DNS)

Firewall configurations

Please note that unless otherwise specified through a Broadview Professional Services agreement, all adjustments to the local area networking environment are the responsibility of the customer. Broadview is responsible up to the point of the OfficeSuite integrated phone system console that will be installed at the customer site and programming of the OfficeSuite stations at customer designated positions. All LAN, Firewall, Internal Wiring, and other ancillary services are the responsibility of the customer.

Note the location of fax lines, alarm lines, modem lines, or overhead paging systems.

Designate a local administrator for the OfficeSuite portal.

Advise Broadview of how many IP addresses will be used by the customer.

Provide DNS and DHCP information.

Provide LAN infrastructure that is VoIP ready and capable per the specifications listed in this document.

Ensure that the existing LAN infrastructure has the necessary port capacity for OfficeSuite stations.

Ensure that there is a minimum of CAT5 cabling that is installed at all locations that will have an OfficeSuite station.

Provide access and scheduling for Broadview Site Survey.

To make sure the implementation of your OfficeSuite system goes smoothly, verify the installation configuration provided by your assigned Broadview Networks Project Manager is complete and sufficient for the implementation of OfficeSuite.

Provide information for scheduling around acceptable installation times.

Confirm that the Directory Listing information is accurate.

OfficeSuite Supported Implementations

No Customer Firewall

Broadview OfficeSuite supports LAN topologies that have no firewall separating the public internet from the customer’s Local Area Network. It is convenient that our handsets are equipped with a pass-through Ethernet port so the phone and PC share the same wall jack.


Behind Customer Firewall

Broadview OfficeSuite supports LAN topologies that have a firewall separating the public internet from the customer’s Local Area Network.


Behind Customer Firewall using VLAN

Broadview OfficeSuite supports LAN topologies that have a firewall separating the public internet from the customer’s Virtual Local Area Networks. VLANs may be used to keep phone data separate from computer network traffic to guarantee Quality of Service (QOS).


OfficeSuite LAN Considerations

Power over Ethernet

Power over Ethernet eliminates the need for an AC outlet for each device. You only need to run a single Ethernet cable to each device instead of seperate power and data cables. There are two ways for OfficeSuite stations to receive power.

Power Over Ethernet (POE)

LAN Switch – Power over Ethernet

A Power over Ethernet (PoE) LAN switch is an Ethernet switch device that is capable of sending power through a high-speed Ethernet cable, along with data. This is a great feature, as it completely eliminates the need for external power supplies for OfficeSuite stations.

All OfficeSuite stations are PoE 802.3af compliant. This means that any LAN switch that supports and provides Power over Ethernet via this standard can be used with OfficeSuite. The maximum power consumption by any model of phone OfficeSuite provides is 4.8 watts.

The exception to this is Conference Units, which require an additional 5 watts; the total consumption is 9.8 watts and should be factored into your power budget calculations.

Stations that have an attached Programmable Key Module (PKM) at a reception desk or other workstation will require an additional 1.7 watts for each PKM.

Power Injectors – Power over Ethernet

For OfficeSuite customers who do not currently have or elect to not purchase PoE capable LAN switches, Broadview provides power injectors as a local power source for your handset. Power injectors are the second option for receiving power to your OfficeSuite phone. The injector is installed near the OfficeSuite phone and would reside between your OfficeSuite phone and the Ethernet wall jack where your network cabling resides.

Power injectors, also known as Mid-span power hubs, would be provided at each work station.

LAN Infrastructure

Minimum Switch recommended specifications

Entry Level Cisco LAN Switches

Cisco SD208P unmanaged 10/100 Ethernet switch with PoE

Cisco SRW208P managed 8 port 10/100 Ethernet switch with PoE

Cisco SRW224G4P managed 24 port 10/100 Ethernet switch + 4 ports Gigabit Ethernet with PoE

Cisco SRW 204P managed 24 port Gigabit Ethernet switch with PoE

Mid-Level Cisco LAN switches

Cisco SLM248G managed 48 port 10/100 Ethernet switch + 2 ports Gigabit + 2 ports MiniGBIC

Cisco SRW 248G4P managed 48 port 10/100 Ethernet switch + 2 ports Gigabit + 2 ports MiniGBIC with PoE

LAN Switch minimum Port Speeds

Although any switched environment should be capable, keep in mind some 10/100/1000 switches only support a couple of 1000/Gigabit jacks, and the circuit board is limited to handling a certain amount of data through it. You will notice performance issues if you attempt to push through more data, simultaneously, than it can handle. Broadview recommends 100 Mbps minimum to keep this from happening. If the phone carries both information plus processing, the requirements at the firewall port may not be more than 100 Mbps if the customer has a 100 Mbps switch. If the customer has Gigabit adapters in their PCs, they will be limited to 100 Mbps unless the Gigabit docs are used for the phone; this may reduce the speed for data, if not considered pre-installation.

Below is a list of Ports that need to be opened when deployed behind a customer’s Firewall. In this configuration the following UDP/TCP ports need to be opened for proper voice signaling and RTP streams.












VLANs – Ensuring a Successful Implementation

Supported Configurations

Separate data and voice VLAN

SUB-Interfaces at BVN CPE, NOT secondary IP addresses.

802.1q/p - 802.1Q only for VLANs. Although 802.1p is not an actual standard, it is covered under QoS (see below).

Class of Service - support for DSCP46 only. No rewriting of tags.

VLAN requirements for OfficeSuite

IF VLANs are used, data MUST be untagged, and Voice MUST be tagged.

Switches MUST support 802.1Q only (no support for ISL or proprietary VLAN tagging, TRUNKING must be supported)


Required Feature Support for LAN Switch

Required Feature Support for LAN Switch

Management Interface

Recommended, but not required: NO IGMP Snooping in paging environments – switch must not build multicast tables, or if it does, it must have the option to turn off snooping. Unmanaged switches, which may build multicast tables, can NOT be supported.

Managed Switch

Configurations where feature/management functions would be required – any configurations requiring VLANs or QoS/CoS, require a manageable switch.

Quality of Service considerations

Quality of Service Considerations

By default the OfficeSuite phones do not mark packets using Types of Service (ToS) or Differentiated Services Code Point (DSCP).

When OfficeSuite service is delivered via On-Net Broadview access, Broadview will use Quality of Service (QoS) policy statements in the Broadview-provided router/Internet access device, to mark signaling and media packets with IP precedence. This will classify those packets across the Broadview Networks’ IP access network, by priority, available across the access link and the network core.

When using the OfficeSuite desk phone to access the LAN, traffic for voice calls are prioritized over traffic on the PC LAN port on the phone by default. It is the responsibility of the customer to prioritize traffic within the boundaries of their LAN. This can be done using various methods including, but not limited to, using the MAC address of each Desktop phone to assign traffic from that phone to the appropriate Class of Service. Doing so will have no impact to how the traffic is classified outside of the local LAN.

In the case of Dedicated Internet Access (DIA) or FlexConnect, there is no QoS marking or priority given to either the access network provided to the customer premises or in Broadview Networks’ core.

Unsupported Network Elements

Unsupported Network Elements


802.11 Wireless Access Points or Point-to-Point Bridges

OfficeSuite Site Paging – Switches that support IGMP require management interface to disable ICMP tables

Peripherals such as but not limited to:

Fax server

Radio or Streaming music

ACD devices

Voice Mail Systems

Auto Dialers

Any device that won't work in conjunction with an FXS or FXO protocols

Other vendor software integration - such as

Some of the functions mentioned above can be delivered via OfficeSuite (such as Voice Mail) and if we do not yet offer the service you desire, you can go through our Individual Case Basis process. This process is where we determine whether or not the above mentioned device(s) can be supported or not.

Broadview Supported DHCP environments

Broadview Provided

From Broadview Networks feature server for BOTH data and voice

From Broadview Networks feature server for phones only, customer provides DATA DHCP.

Note – for on-net and nationwide, provided from Broadview Networks feature server, for Nationwide Dedicated Internet Access only provided from Internet Access Device.

Customer Provided

Required/Supported options

Customer must provide Option 43


Broadview Networks provides DHCP for phones

Customer provides DHCP for data

Firewall Requirements and Settings

Firewall Requirements and Settings

Minimum Recommended Performance

100pps X # phones PLUS required data throughput

Multiple Subnet support

Required for VLANs/multiple subnets or a design with Layer3 routing inside the firewall

Required Ports/Protocol

List can be provided, but is not normally a concern as all connections are initiated from inside the firewall. There should be no specific rules required under normal circumstances.

Supported NAT Configurations

Normally single IP address/PAT

ALL public IP addresses must be a contiguous block.

Broadband Requirements

Broadband Requirements

There are many variables to consider when calculating how many lines will be supported by your network infrastructure, including which codec is used to compress the audio stream of a line and how long the packet duration is. The following are a few charts demonstrating the maximum possible lines supported by 3 popular broadband service rates. Keep in mind that ISP’s often promote only the bandwidth downstream, not up; VoIP does require up-and-down data transmission.



Packet Duration

Lines Supported













FlexConnect and Teleworker


Any OfficeSuite implementations that will be utilizing third-party Internet connectivity (not provided by Broadview Networks) have specific requirements for registering the customer’s site (physical location) with the OfficeSuite service. These site requirements are necessary to ensure Broadview adheres to industry e911 standards and is able to route emergency personnel to customer location in the event of an emergency.

Customer must implement one of the following for proper FlexConnect or Teleworker site registration:

Request of purchase for a Static IP address from your local Internet Service Provider.

Adhere to the requirements set forth below in Broadview’s dynamic site configuration.

Dynamic Site Configuration

Broadview recommends that all Teleworker or FlexConnect locations have a Static IP address for registration with the OfficeSuite platform. In cases where a Static IP address cannot be obtained or is cost prohibitive, dynamic IP addresses can be used as issued from your local Internet Service Provider. However, we recommend using Dynamic DNS ( to make a stable connection between your location and Broadview Networks. Dynamic Site Configuration including DynDNS account registration, set-up, and configuration of your premises equipment (router) is solely the responsibility of the customer.

This diagram outlines the dynamic site registration process:

Dynamic Site Customer Requirements:

1. Register to receive a free account with or other hosted DNS service.

2. Configure your DynDNS settings

3. Configure your premises router

NOTE: DynDNS is a dynamic DNS service provided by DYN, not Broadview Networks. DynDNS is supported by Dyn at their website.

Guide to Installing OfficeSuite

Guide for OfficeSuite Installation

When you unpack your OfficeSuite Phone you will find: phone, base, handset and cord, Ethernet cables, power adaptor/injector, and the instruction on how to assemble, activate, and start using your phone.

Each model of phone has the same identical four ports on the back. These four ports are to connect your phone to the PC, LAN, Phone Handset and/or Headset. There are three slots on the back of the phone also. These allow you to position the base in three ways: standard angle, low angle, and if you reverse the base, it acts as a wall mount.

Using Ethernet cables, connect your power injector to the phone’s LAN port and then connect your power injector into your existing LAN. If your network is PoE enabled, you do not need the power adapter and should simply connect the Ethernet cable into your existing LAN and into the phone’s LAN port. Power running the Ethernet cable to the phone: thread the Ethernet cable through the hole in the back of the phone base. Then connect the phone base.

Connect the short end of the phone cord to the phone handset; the longer end, connect to the phone port. Thread the phone cord through the base to keep it tight. Turn over the phone and the phone will start to boot-up its system. Press the activate button and input your extension and pin, then press the enter button. Your phone is now ready to make and receive calls.

Visit the Getting Started website for videos, documents and other helpful information.

VoIP Readiness Assessment

VoIP Readiness Assessment

VoIP readiness is an optional planning service that evaluates an existing corporate data network for its readiness and ability to properly support IP voice or real-time applications over the LAN. It provides a detailed analysis to ensure successful implementation, delivering the following benefits:

Identifies problem spots in the network prior to deployment

A VoIP Readiness Assessment identifies whether or not a network can adequately support VoIP’s unique network requirements. This also allows network engineers to make recommendations to fine tune network resources, maximizing the quality of the IP service and providing options for network efficiency.

Prevents unnecessary network upgrades

While network upgrades may be required in many situations to properly support VoIP, it is important to identify the specific areas that require upgrades to ensure unnecessary costs are not incurred. Prior to implementation, a VoIP Readiness Assessment identifies the specific areas that may need attention so that infrastructure issues can be addressed prior to installation. This will ensure a successful installation by finding and fixing network problems prior to the deployment of any VoIP solution.

Measures overall call quality without impacting users

VoIP Readiness Assessments measure overall call quality using an estimated Mean Opinion Score (MOS) based on the ITU Standard G.107 E-model. This objective measurement provides a straightforward rating of user perception without requiring any kind of interaction on the part of the end user. Assessments are performed with VoIP simulation and measurement tools that replicate the user environment prior to a full implementation.

Completing a thorough VoIP Readiness Assessment will provide the data and insights needed to make informed decisions regarding your network infrastructure to ensure a successful OfficeSuite experience. It should include a detailed topology and analysis of the data network infrastructure to aid in the proper planning and engineering of the network, and will establish the network’s ability to support new business requirements, growth, applications and services. A VoIP Readiness Assessment allows you to avoid surprises, proactively address challenges, and significantly reduce implementation costs and project time-to-completion. This ensures your LAN is ready for VoIP, thereby accelerating your ability to realize full value from your OfficeSuite investment.

VoIP Readiness Assessments can be performed as an optional service through Broadview Professional Services or by an independent 3rd party.

A good candidate for a VoIP Readiness Assessment is any single site location that plans to use its existing legacy LAN infrastructure and has more than 35 users.

Mean Opinion Score

Mean Opinion Score (MOS)

VoIP Readiness Assessments will use MOS for rating the simulated VoIP traffic based on Mean Opinion Score standards.

In voice and real-time communications, quality usually dictates whether the experience is a good or bad one. Instead of just using terms when describing the quality of the phone service, such as ’quite good' or 'very bad', MOS uses a numerical method of expressing voice and real-time traffic quality. MOS gives a numerical value for the perceived quality of the media received after being transmitted.

MOS is expressed in one number, from 1 to 5, with 1 being the worst and 5 the best. MOS is measured by software and analysis tools used by your vendor that measure MOS on networks. The value scale is listed below.

The Mean Opinion Score Values

Taken in whole numbers, the numbers are quite easy to grade.


Excellent. Imperceptible quality loss. Similar to face-to-face conversation or radio reception.


Good. Perceptible imperfections but sound is still clear. This is the range for cell phones.


Fair. Slightly annoying loss of quality. Many users dissatisfied.


Poor. Very annoying. Nearly impossible to communicate. Most users dissatisfied.


Bad. Impossible to communicate.

The values do not need to be -- and likely will not be -- whole numbers. Certain thresholds and limits are often expressed in decimal values from this MOS spectrum. For instance, a value of 4.0 to 4.5 is referred to as toll-quality and most users will be satisfied with this level of performance. This is the normal value of the traditional telephone services and VoIP services aim for this quality. Values dropping below 3.5 are termed unacceptable by many users.

VoIP Readiness Assessments utilizing MOS can provide valuable insight into your existing LAN environment and how it will perform under peak conditions with VoIP or real-time traffic.

Cabling (for phones and to the premises), closet information, electricity

Requirements and Checklist

Category 5 cabling (CAT5) is the minimum standard required for Broadview OfficeSuite. Wherever CAT5 is mentioned in our checklists, your business may use CAT5 or better cabling.

Is there CAT5 cabling to every location where there will be an OfficeSuite Phone?

Do the CAT5 cables connect patch panel (recommended set-up)?

Are there locations that do not have CAT5 cabling such as in a lunch room?

If no CAT5 cabling is installed, when will this be put in place? Who will do this work? Do you want Broadview to provide a quote?

If sufficient cable is not available to your premises, is there a path to run new cabling, and from which two points does this need to be run? Please check with your landlord prior to the survey.

Is there sufficient room to install the new equipment? Broadview does not remove any old equipment. Make sure there is sufficient room for cabling, for airflow and for the technician to work.

A backboard needs to be in place for Broadview to mount its equipment on the wall.

Is there a rack in place? Is there available space in the rack or a shelf?

Is electricity in place, and at appropriate voltages at the demarcation location(s) and the phone locations?

Site Survey Process - Broadview Responsibilities

Broadview Requirements and Checklist

In an effort to ensure a successful OfficeSuite installation, Broadview Networks performs a comprehensive site survey that involves the physical inspection of each location in preparation for your service installation. During the site survey, the Broadview onsite technician will be responsible for identifying and providing of the following customer information:

Determine if a Certificate of Insurance is required by the building management to perform work necessary to complete the installation.

The location of the demarcation point of both new and existing Broadview circuits that connect to the customer facility.

If this is a circuit for OfficeSuite FlexConnect, where the circuit is not provided by Broadview, the technician will identify the type of service (Cable, DSL, etc.), verify the existing provider, locate the circuit, and document the existing WAN & LAN IP addresses of the circuit.

The location of customer’s LAN switch(s) and data closet/room.

Identify location to mount Broadview equipment and verify that there is sufficient space and a location with the proper environmental conditions.

If Broadview is providing the access circuit, verify that the necessary cabling is available from the building’s demarcation point to the customer’s data closet.

If existing cabling does not exist, verify that the existing path (conduit) is available to pull a new cabling run through, and then measure the distance. This information is required to provide an accurate estimate if any additional costs will apply.

Verify that there is an existing LAN switch and that the appropriate port capacity exists for interfacing with Broadview’s equipment.

Inventory the total LAN ports (capacity) and ports available on the existing switch(s).

Verify that adequate power is available for Broadview and customer equipment.

Inventory the make and model of existing LAN switches and determine if Power-Over-Ethernet (PoE) is available.

Determine the type of Firewall and its current licensing.

Document the customer’s IP addressing scheme and how addresses are assigned to existing LAN elements (Static or DHCP).

Verify that cabling is available at each station location and that it meets minimum requirements (CAT5).

Identify if dual-cable drops exist for VoIP and Data or if the customer will be using a single cable drop for both VoIP and Data.

Confirm with the customer that there is a local power source available at each station location (if not using PoE).

Verify that the cables from each station terminate into the patch panel in the data closet.

Inventory all existing alarms, credit card processing, and fax lines (which may be analog).

Determine if there are paging requirements and identify the existing paging system.

Site Survey Process - Customer Responsibilities and Preparation

Customer Requirements and Checklist

Broadview Networks performs a comprehensive site survey. As our partner and customer, we need your assistance gathering all the necessary details for your installation. Below is a list of items and information required prior to our technician’s arrival:

Provide the technician with all the building management’s requirements to perform work.

Ensure a dedicated customer contact has been assigned and is available at the scheduled arrival time to meet the Broadview technician.

Provide access to any/all locations where a survey will be performed, including access to the building, the demarcation points, the data closets/center, and each location where OfficeSuite stations will be placed.

If this is a FlexConnect circuit provided by the customer, provide the Broadview technician with information regarding your existing service provider, including access to equipment as well as to the existing WAN & LAN IP addresses that have been assigned by your Internet Service Provider.

Provide access to the MDF (Main Distribution Frame) and IDF (Intermediate Distribution Frame) where LAN switches are located for verification of port capacity and available ports.

Ensure that the building demarcation is connected to data room/closet using CAT5 cabling, or provide an appropriate path for a cabling run. Many states and municipalities require conduit for cabling in order to meet the fire code.

Ensure that there is appropriate port capacity for OfficeSuite stations on the existing or new LAN switch infrastructure.

Provide access to the Firewall or to any network edge security devices that are on the customer’s LAN.

Provide information regarding the current IP addressing and assignment scheme(Static or DHCP, addresses and ranges in use).

Ensure that each OfficeSuite station location has an available Ethernet port using CAT5 cabling or better.

Provide a power source for Broadview and customer provided equipment.

Ensure that a local power source is available at each station location for OfficeSuite phones (unless the customer is using PoE).

Verify that cables from each station terminate at the patch panel in the data closet.

Provide access to existing paging systems that will remain in place and include information regarding their operation and setup.

Prior to the Technician’s Arrival

How to Prepare

1. Please ensure that the dedicated customer contact is available to meet the technician during the scheduled time frame and is available to assist in locating necessary network elements.

2. Please allow at least one hour of time in order to conduct a complete survey.

3. Ensure that all technical parties who are involved with your OfficeSuite installation are on-site for the survey. This includes internal IT personnel, contractors, and 3rd party vendors.

4. Access to all areas is critical – it is the responsibility of the designated technical contact, assigned by the customer, to ensure access is provided to any locked areas including wiring closets, data centers, or the service demarcation point in your building. Failure to provide accessibility to any of these areas could result in delays in providing the full implementation of your services.

Documentation – if available:

Provide a current floor plan.

Provide a network diagram.

Current Provider Information:

The Broadview technician will need to know your current provider and the bandwidth of circuit and other services such as traditional phone service or DSL. If Broadview services are used, provide your circuit ID.

Alternate carriers – if you have more than one telephone provider, indicate which services they are backing up.

If not being used as a back-up then how is your system interconnected and for what purpose?

Building Requirements:

Consult with your landlord prior to the site survey to understand policies regarding the addition of any power, cabling and/or equipment.

The Broadview technician requires contact information for the landlord or building manager.

Is a certificate of insurance required to perform work in the building?

Switch and Firewall:

Do we have access to the Firewall and Switch?

How many available ports are on the Switch?

Make and model of the Switch.

Does the Switch support PoE?

Is the LAN 100Mbps or 1000 Mbps?

Will you be running VLAN’s?

Make and model of the Firewall.

Number of connections available via the Firewall.

Static vs. Dynamic IP’s.

Will you daisy chain the computers and phones or run separate cabling? If separate make sure there are enough switch ports.

Peripherals – Need to know what is connected to current phone system or standalone (including but not limited to the following):

Faxes and Fax Servers



Door boxes and/or door strikes

Overhead paging

Modems or credit card processing systems

Cordless phones

Wireless devices/networks

This Reference Guide describes common administrative tasks on a tenant site.

OfficeSuite Portal – Admin Quick Reference Guide

Logging Into the Administrator Interface

1. Open your Web browser (minimum Internet Explorer 6.0 or Firefox

2. Enter the URL for the web administration portal

The Login screen appears.

3. Enter your full phone number and click the Submit button.

4. The second login screen appears.

5. Enter your extension and PIN.

If your account has full administrative access you’ll see the administrator screen.

6. If your account does NOT have administrative access, you will see the employee screen instead.

7. The Web page displays your personal settings, directories, and the company settings.

8. Select Company Settings on the menu frame to view the administrative function available to you.

You can reach the administrator work areas in one of two ways: by the Menu options or by the categories of options in the Main frame. This example shows the options that appear when you select Company Settings in the left Menu.

Getting Access to Online Help

Help topics provide information about the settings and controls that you are using on the current page.

Click Help at the bottom or the top-right corner of a page. The topic for administering the phone system appears in a Help window.

Click the ? icon on any page to open the Help section for the current topic.

You can either click any of the blue hyperlinks (e.g. Customizing your phone system) to view a topic or select a topic in the left frame of the Help window.

The Help system also contains the following controls:

Contents — displays the Help table of contents.

Search — enables you to search on a keyword.

Back — enables you to navigate to the previously-viewed topic.

Print — prints the topic.

Users and Location

Users and Locations > Add a user and Add a location

Add users or locations for your business and configure some services and profiles.

Enter general information — name, number, email.

Enter Phone Information — extension, language setting, outgoing calling ID, enable Handsfree Answerback, etc.

Enable services such as:

- Dialing from Auto Attendant (by extension or name directories)

- Twinning

- Voice mail

Check Administrator Privileges if you want to give the user the ability to perform tenant administration tasks, such as adding users, adding profiles, etc.

Set phone key and permission profile.

For a new user or location, plug in and log into a phone.

Note: You can also modify an existing user or location by clicking View, Edit, Delete, and Disable a user/location.

Business Details

General > View and edit business details

Specify business details, including setting your company’s business hours, extensions, hold announcements, and account codes that can distribute outgoing and inbound calls to particular clients or accounts.

Business hours — View and set your operating hours, lunch, and special hours for each business day.

Extension Management — View minimum and maximum numbers in extension ranges for users, locations, call groups, and auto attendants

Hold announcement — Select a hold announcement from your service provider. Consult your service provider about customized announcements.

Account codes — Enable/disable minimum and maximum account codes lengths.

Permission Profiles

Profiles > Add a call permission profile

Add/assign/modify outbound call permissions to users. You create the set of permissions (the profile) and add users to the profile membership.

Call Type — Set what kind of calls a user may make, such as long distance or international calling, during the company’s business hours (set in Business Details).

Other — Route inbound calls to external numbers and select long distance or service providers.

Membership — Add users to the permission profile.

Auto Attendants

General > View and edit auto attendants

Add/modify auto attendants for your business with time of day greetings. You can also access the auto attendant configuration options from this page and add auto attendant menus and submenus. You can use default or custom recorded greetings.

General information — Enter name, extension, default language.

Time of Day Greeting — Choose Morning, Afternoon, Evening greetings (optional)

Main Menu — Click to view the auto attendant options page.

Call Groups

Call Groups > Add a broadcast group or Add a hunt group or Add a Monitor group or Add a rollover group or Add Call Pickup group

Add/modify a calling group for the following group types:

Broadcast group — Calls are routed to all members of this group; all phones can ring or only those not in use.

Call Pickup group — Calls to any member of the group can be picked up by any other member of the group.

Hunt group — Calls to a linear hunt group are routed to each group member in turn, and always start with the first member listed; calls to a circular hunt group are routed in the same way, but the starting member role rotates among members.

Monitor group — Members (secondary) can monitor calls of another member (primary).

Rollover group — A call rings the phones of a rollover group one at a time until the call is answered or sent to call coverage.

Call group coverage — Specify coverage if none of the group members answers the call. Select Call group menu option, click the group name, and edit the Call Coverage section.

Incoming Call Routing

General > View and edit routing details

Define which phone, group of phones or auto attendant will ring when there is a call to your Direct Inbound numbers. You can also apply an emergency override.

Emergency Override Routing — Enable this option to route calls to another number (auto attendant, calling group, user or location, other number) overriding the Time of Day Routing.

Time of Day Routing — Select a destination (auto attendant, calling group, user or location) for inbound calls to be routed to according to how you have set up Open, Closed, Lunch, and Special times of day details located in Business Details section.

OfficeSuite Portal – Voice Mail Quick Start Guide


The OfficeSuite web portal allows you to decide how you would like your voice messages handled.

Before you configure your voice mail, you need to:

Connect and activate your phone (following instruction for your specific phone model).

Customize your personal settings, via OfficeSuite web portal. See the User Guide section in this manual.

Change your PIN via the OfficeSuite web portal.

Activating Your Phone

To activate your phone you need an extension number, a phone, and a PIN. Your administrator will need to provide you with your extension number and default PIN.

1. Connect one end of an Ethernet cable to your network LAN jack and the other to the phone port marked by the network symbol on your phone.

2. Connect an Ethernet cable from your computer’s network port to the phone port marked PC.

3. Connect the power cord to the phone, and plug into a power outlet.

4. When the phone boots up, press the button below the word “ACTIVATE”.

5. Enter your extension and PIN.

6. Press the button below the word “ENTER”.

Your phone is now active.

Logging Into the OfficeSuite Web Portal

1. To log into the OfficeSuite web portal, open your web browser (minimum Internet Explorer 6.0 or Mozilla Firefox

2. Enter the URL for telephone users (provided by your administrator). The login screen appears.

3. Enter your extension and PIN (provided by your administrator). Your personal Home Page will appear.

4. Select My Settings on the left-hand frame to see the user actions available to you.

You may now customize your personal settings.

Note: For assistance on performing any of the functions on the web portal, select Help.

Change Your Password

(See the My Personal Details section of this manual for more detail.)

1. Within the OfficeSuite web portal, select the My Settings located in the left-hand frame.

2. Select My Personal Details.

3. From the menu appearing in the main frame, select Change My PIN.

4. A window will pop up. Follow the on-screen instructions.

5. Save your changes.

Your new PIN is now active for both web access and phone login. Use this new PIN the next time you access the OfficeSuite web portal.

Setting Up Call Coverage

(See the My Call Coverage section of this manual for more detail.)

1. Within the OfficeSuite web portal, select My Settings located in the left-hand frame.

2. Select My Call Coverage.

3. From the menu appearing in the main frame, select View and Edit Call.

4. The main frame will present you with call coverage options. Follow the onscreen instructions.

5. Save your changes.

Your Call Coverage is now set. Call Coverage tells the system how your unanswered calls are to be routed.

Setting Up Voice Mail

(See the My Voice Mail section of this manual for more detail.)

1. Within the OfficeSuite web portal, select My Settings located in the left-hand frame.

2. Select My Voice Mail.

3. From the menu appearing in the main frame, select View and Edit My Voice Mail options.

4. The main frame will present you with the voice mail options. Follow the onscreen instructions.

5. Save your changes.

Your voice mail options are now set. Your voice mail box’s default password is 1234.

Accessing Voice Mail

You can access your email by either having an audio file sent to your email account or via your OfficeSuite Phone with your PIN.

1. Users determine how and where notifications and/or messages will be communicated.

2. Notifications and messages can be sent via e-mail so they can be accessed from within an e-mail client or on most smart phones.

3. Messages can also be picked up from any phone or through the voice mail web portal

OfficeSuite Portal – Users Quick Reference Guide

Email Support

On-line Training

Tenant Admin


Flash Demo with audio

Login to OfficeSuite portal (with your account number):

Help is available on every page within the portal by clicking on the “Help” button at the top or on the ? button found on certain items.

OfficeSuite Help Page in Customer Center

Quick Start Guides

Voice Mail Quick Start Guide and Menu Commands

Voice Mail Quick Start Guide

24 Key Standard Station Quick Start Guide

Executive LCD Station Quick Start Guide

2 Line Slim Station Quick Start Guide

Softphone Quick Start Guide

For Tenant Admins Only

Quick Start Guide for Admins

Reference Manual for Admins

OfficeSuite Click-to-Dial for Admins

Other Useful Guides

Login to Voice Mail portal

Voice Mail Distribution Groups (beta) purchased separately

View and Pay your bill online via e-Care

OfficeSuite ACD

Using the OfficeSuite Portal - Admin Guide


As an OfficeSuite administrator, you can easily add telephone users, set their phone configurations, manage how inbound calls will be routed, and control various other features.

You can use the portal to directly change your own profile and set up your own preferences.

For instance, how do you want to set up voice mail? Would you like it delivered via email? Do you want the voice mail indicator light on or off?

You can set up call coverage for yourself or for specific call groups and numbers within the company. This lets you specify how and where calls go after a number of rings.

For example, do you want it to ring your desk 2 times and then go to voice mail? What if you are working from home…do you want all the calls redirected there?

Section – Logging In

To access the OfficeSuite portal:

Click on the link provided by Broadview Networks.

Enter the extension and password provided by Broadview Networks, then click Login.

Once you are logged in, you can use the site to add users/locations and configure features and services associated with your company’s phone system.

This is the OfficeSuite Home page.

Click Help to access specific information in any section.

Click Logout to leave the portal.

This is the online Help page.

Use the Contents menu or Search function to find information on a specific topic.

Go to the Company Setting Section to manage the users, features and services associated with your company’s phone system.

Section – Company Directories

The Company Directories section is used to view the names and phone numbers in your Internal or External Directory. Click on either link to access this information.

You can initiate a call or send email from the directory by clicking on the extension or email address of the person you want to contact.

Section – Company Settings

The Company Settings section allows you to manage the users, features and services associated with your company’s phone system.

Users and Locations

The Users and Locations page allows you to add, edit, delete or disable users and locations. You can also view and print a list of all active users from this page.

Adding Users and Locations:

To add a location, select Add Location. Name the location you are adding.

To add a user, select Add User. Name the user you are adding.

Once a user is created and has been saved, a pin will be generated for the user you just added. The user will receive an email with the extension to the site and their pin.

Select the settings you would like to activate for the location or user you are adding.

Editing Users and Locations:

Once the user and location is created, you can Edit, Delete, Enable, or Disable the user or location by clicking on a specific row and using the corresponding buttons.

To edit user or location after they have been created, find the user/location on the list and click on the box to the left of the name. Then select the edit button.

Note: If you delete a user make sure they are not connected to any call or routing group before you delete them.

You can also edit the user by clicking on the Edit User on the User’s Behalf button.

This view is the same, as if the user had logged in themselves.

If you are editing a location you will see the option of Edit Location on Location Behalf.

You can always go back to the administrator portal by clicking on the Previous Level button.


User Information

In this section you can:

Input the new user’s information into the fields.

Note: Fields with asterisks (*) are mandatory fields.

Enter an email address or any other contact information you would like to provide.

Phone Information

In this section you can:

Assign an extension number to the user by using the drop down menu next to the Extension box. Select an extension from the list of available extensions.

Choose a language for the phone.

Select a phone number to assign to the new user.

Choose an option for outbound caller ID. This number can be the main site number, private number, or the user’s direct phone number.

Check the Handsfree Answerback option if you want the user to have intercom calls automatically answered; this enables a two – way speaker phone conversation. If you check this box off, the user does not need to program a key on their phone for that feature.

Disable or enable the User Locked to Phone feature, which will lock the user to the phone.

Select a Hold Announcement from the drop down menu.


In the section you can:

Enable the functions Auto Attendant and Voice mail.

Enable Twinning. If the twinning option is gray you do not have this feature.


In this section you can:

Enable a user to have Administrator Privileges by checking off the box next to this option.

Phone Keys

In this section you can:

Assign programmable keys to the user’s phone: directories, phone numbers, etc.


The Profiles page allows you to manage users’ phone keys and permissions profiles.

Select the check box for the business hours period you want a specific permission to apply to.

Follow the on screen instructions to add a user to a Profile.

To add a phone key profile, select the Add Phone Key Profile item.

Phone Key Profiles allow you to preset the memory keys for the OfficeSuite phone console. Once you create a Profile Name you can then apply it to the user phones.

External Directory/Speed Dial

Use the External Directory/Speed Dials page to view, print and manage entries to the external directory. These entries also appear as options when programming a phone key with an external directory and speed dial feature.

Call Groups

Use the Call Groups page to view, add, edit and delete groups. Call groups provide a number of options for handling calls.

Click on the Add>> menu to add a call group.

Select the type of call group you would like to add from the list provided

General Information

In this section you can:

Name a call group and choose which type of group you would like to create.

Assign an extension number that starts the group by selecting from the drop down menu box. The first available extension will be listed. Select the Call Group type from the type list.

Decide if you want incoming calls to ring only to phones that are not in use or all phones, whether they are in use or not.


In this section you can:

Assign membership to the call group by selecting from the list of available users.

Use the << and >> keys to add or remove the users from the call group.

Move the user list, into any order you choose, by using the Move Up and Move Down buttons.

Keep a user from leaving a group by deselecting the Allow member to leave group? check box.

Call Coverage

In this section you can:

Select Auto Attendant, if configured.

Note: If Auto Attendant has not been configured, you can save the call group and then edit it once Auto Attendant has been set up.

Select number of rings before a call will go to:

1. An Employee Voice Mail

2. Another Employee

3. Another Phone Number

4. Disconnected

Auto Attendant

The Auto Attendant page allows you to add, edit, delete or view and print Auto Attendants.

General Information

In this section you can:

Enter a name for your Auto Attendant.

Assign an Extension.

Set language choice.

Send Caller to and Wording for Prompt

In this section you can:

Select the Main Menu to configure auto attendant menu options.

Enter the greeting text in the fields provided. This text will be displayed to guide you when you record customized greetings.

Choose where the call will go to, if user does not select a menu option.

Select a choice from the Send Caller list.

Type text in the Wording for Prompt that you can use as a reference when recording your prompts.

Send the caller to either an existing call group, another user or just disconnect the call.

Select a User or Call Group from the list.

Choose number of times menu prompts will repeat.

Incoming Call Routing

From the Incoming Call Routing page you can view and edit the routing for each company phone number. You can also enable and disable emergency override routing for all numbers with overrides.

The Enable Overrides and Disable Overrides buttons are used to turn off emergency override routing for all numbers listed here.

The Override routing contains the telephone number to which calls are routed in the Emergency Overide state.

Note: You would enter the number as it would be dialed, 9 + 1 + telephone number.

Your company phone numbers are listed in the Phone Number column.

Click on a specific number to edit Incoming Call Routing.

Select the routing option you would like. Call destination can either be auto attendants, users, locations or call groups.

Enter the details for the routing option you selected.

In the Time of Day Routing section you can:

Change the Time of Day Routing for Open, Closed, Lunch and/ or Special Hours.

Select the routing option, then choose an extension from the list.

Do the same for each section you want to update.

Business Details

On the Business Details page you can view and edit your business hours and ‘on hold’ announcement. You can also view a list of any other sites associated to your tenant ID.

Enter your operating, lunch, and special hours (if applicable), for each day of the week.

Manage extensions by creating the minimum and maximum extension numbers you will use.

Scroll down and select a Hold Announcement you would like callers to hear.

Edit the account code settings. You can Enable or Disable account codes. If you enable codes, you can adjust the minimum and maximum account code lengths.

Note: The length of the code cannot be less than 1 or more than 20.

You can view a list of all your company’s sites (locations) in the Site Details section. The location with an (*) asterisk is your default site.

Phone Inventory

On the Phone Inventory page you can view and edit all your phones/devices. You can also view the associated users/locations for your phones/devices. To print this list, select the Print List button at the bottom of the page.

To edit a phone’s details, select the check box by the phone you want to edit.

Click the Delete Selected button to permanently remove a phone from the system. You will receive a warning message to physically disconnect the deleted phone. If it is not physically disconnected, it will be re-discovered and re-added to the phone inventory.

Click the Edit Selected to alter phone/device details or to reset the phone/device.

The Order Phone button will direct you to the Customer Center/OfficeSuite Help page for Broadview’s contact information.

Note: You can also order phones by calling 888-623-VOIP (8647) or email

Select Unassign to un-assign a phone or select a user from the list.

Click the Reset Device button to return a phone to a known state when it is out of sync with the phone system.


The OfficeSuite portal gives you the ability to be more flexible and more productive. Regardless of where you are, you can:

Program phone keys


Speed dial




Set call coverage

Edit voice mail preferences

Edit personal details

Alter company settings

and more…

Broadview Networks’ OfficeSuite service is a hosted IP phone solution that provides small- and medium-sized businesses with an enterprise-grade phone system and service, typically without any capital investment or increased support staff.

The OfficeSuite customer portal sits between users and the core phone system. It is an easy-to-use web site that gives system administrators and end users direct control over the system and their phones, whether they are in or out of the office. Users can quickly and easily set preferences, enable features and make real-time changes without any maintenance contract, additional charges or lengthy delays.

Section – My Settings

The My Settings section in the administrator portal contains all the same information and capabilities of an end user. Go to the User Guide in this manual for more details.

My Personal Details lists the information that is used in the company directory.

My Phone configures memory keys on your phone, if desired.

My Call Coverage controls how unanswered calls are handled.

My Voice Mail controls the behavior of the voice mail messages received.

If you are a member of any call groups, you can use the My Call Groups page to view and print a list of members in that call group.

Using the OfficeSuite Portal - User Guide


The OfficeSuite portal is the interface to your IP phone system. The OfficeSuite portal is how you perform the following functions:

Program Phone Keys


Speed Dial




Set Call Coverage

Edit Voicemail Preferences

Edit Personal Details

and more…

The OfficeSuite customer portal sits between users and the core phone system. It is an easy-to-use website that gives system administrators and end users direct control over the system and their phones, whether they are in or out of the office. Users can quickly and easily set preferences, enable features and make real-time changes without any maintenance contract, additional charges or lengthy delays.


As an OfficeSuite end user you can go into the portal to directly change your profile and set up your own preferences.

For instance, how do you want to set up voice mail? Would you like it delivered via email? Do you want the voice mail indicator light on or off?

You can set up call coverage. This lets you specify how and where calls go after a number of rings.

For example, do you want it to ring your desk 2 times then go to voice mail? What if you are working from home…do you want all the calls redirected there?

Section – Logging In

To access the OfficeSuite portal:

Click on the link provided by your administrator. PLEASE BE SURE TO SAVE THIS LINK IN YOUR BROWSER FOR SUBSEQUENT USE.

Enter the extension and password provided by your administrator, then click Login.

This will then direct you to the My Settings page where you can personalize your phone settings.

Section – Company Directories

Internal Directory/External Dial

To view the names and phone numbers in your Internal or External Directory, click on either link. You can initiate a call or send email from the directory by clicking on the extension or email address of the person you want to contact.

Section – My Settings

Within each business location, a person or small group of people is identified as a system administrator. For most customers, an administrator is usually the office manager, receptionist or the person who made the decision to buy OfficeSuite. Companies with IT staff can also utilize these resources, but, unlike many other systems, advanced training is not required to manage the system. You will find My Personal Details, My Phone, My Call Coverage, My Voice Mail, and My Call Groups in My Settings.

Once you are logged in, you can use the site to configure features and services associated with your phone.

This is the OfficeSuite Home page.

Click Help to access specific information in any section.

Click Logout to leave the portal.

Under the Help page use the Contents menu or Search function to find information on a specific topic.

Click on the ? next to each section to get help on that specific section.

Personal Details

The information on the My Personal Details page is used in the company’s directory. You can record an auto attendant greeting, view your calling permissions or change your PIN from this page. You can alter all these functions in My Information, Automated Attendant Prompt, and My Permissions.

My Information: Update your personal information in this section.

Automated Attendant Prompt: In this section, you can record your own message or use a preexisting recorded message.

To Record your own message, select the Record button. The box below will pop up. Click Call. Follow the instruction heard over the phone.

With My Permission you can see what type of calls you are allowed to make: International Calls, Local, Operator Assisted, Etc.

At the button of the My Personal Details page you can click Save to save any changes you made. You can click the Save and Change Pin at this time too.

My Phone

Each OfficeSuite phone includes up to 48 programmable buttons. Employees use the portal to program the function of each of these buttons. Buttons can be programmed as either simple speed dials, more advanced functions like enabling or disabling certain features, monitoring other phones on the network, transferring calls to other extensions or to alternate phone numbers.

The My Phone section allows you to configure memory keys on your phone if desired. You can view your phone model and any pre-assigned defaults. Use the Print Key Labels button to print labels for all programmed memory keys.

The soft keys on your phone are programmable. Some of the features that can be programmed are:

Call forward

Preprogrammed numbers



NOTE: For more details about programming memory keys, see the manual associated with your phone model online. These links are listed at the end of this manual in the Online Resources section.

My Call Coverage

Users can also access the portal to create and manage their own call coverage. Users can choose where calls go in the event they cannot answer, so they never have to miss a call. Calls can either go to voice mail, to an auto attendant, to a co-worker or to another number like a mobile phone. Many customers also choose Mobile Twinning as an option. In the portal, users would establish which phone would simultaneously ring when their extension or direct dial phone number is called. In addition, a phone button can be designated to enable/disable the Twinning feature as needed or the user can enable/disable this feature via the portal.

The My Call Coverage page allows you to control how unanswered calls are handled. You have the option of either sending calls to voice mail, auto attendant, a co-worker or an outside line. To be able to set up your call coverage and voice mail, the features must already be enabled by the administrator. Have your administrator enable your voice mail, if needed.

The default setting is No Call Coverage. This means that whenever a call comes in, it will not be forwarded to another person or mail box when you are not available to pick up. If you would like to change this, you can choose between either My Voice Mail, Auto Attendant, My Co-worker, or Another Phone Number.

Four is the default number of rings before a call is sent. If you would like to change the number of rings, click on the drop down menu where the 4 is located to change to the number of rings before call a forwarded.

If your voice mail has already been enabled by the administrator, you will see a voice mail box number next to the My Voice Mail coverage option. Select My Voice Mail if you would like the calls to be sent there. To choose either Auto Attendant, or My Co-worker, click on the appropriate selection and choose from the drop down menu to select the phone number these calls will be sent to. For Another Phone Number, select this option and input the number you would like your calls to be sent to.

Note: Once you are done with your changes, select Save to save these changes.

My Voice Mail

Voice mail has evolved with OfficeSuite and preferences are managed from within the portal. Users determine how and where notifications and/or messages will be sent. Notifications and messages can be sent via email so they can be accessed from within an email client or on most smartphones. Messages can also be picked up from any phone or through the voicemail web portal.

If your call coverage is set to voice mail, you can use the My Voice Mail page to control the behavior of the voice mail messages received. You have four features you can alter: Receiving Voice Mail, Dial – 0 destination, Time Zone, and Voice Mail Pin.

Receiving Voice Mail

To set the voice mail options, select an option under Receiving Voice Mail.

If your phone has a message indicator light, you can enable it by selecting the first choice and it will light up whenever you have voice mail.

To send a notification to your email account, select the second option. Enter your email into the appropriate field.

If you can have copies of voice mails sent to your email box, check off the option and enter the email address into the appropriate field. Use this feature to listen to your messages by clicking on the attachment in your box. You will also want to choose whether or not you will keep the original message in your voice mail system or delete it.

Dial – 0 destination

Next, you can enable a dial – 0 options for your callers so that if they dial 0, they will be transferred to either a co-worker, call group or auto attendant.

To select one of these options, choose between either My Co-worker, Call Group, or Auto Attendant, then select a number from the drop down menu to the right of these options.

Time Zone

This option allows you to change your time zone.

Voice Mail PIN

This allows you to change your PIN to your voicemail.

My Call Group

Incoming calls to a call group have the opportunity to be answered by any member of the call group. The way the call is presented to the group members depends on the call group type. The five types of call groups are as follows:

1. Broadcast group – all phones in the group ring simultaneously.

2. Pickup group – calls to any member of the group can be answered by any other member who presses their pick up key.

3. Monitor group – all phones in the group ring simultaneously when a call comes in to a selected user.

4. Hunt group – phones in the group ring in sequence.

5. Rollover group – first available phone in the group rings.

Use the My Call Groups page to view and print call group lists, if you are a member of any group. If nothing appears on this page, then you are not a member of any call group.

NOTE: Only the administrator can set you up in a call group.