OneCloud Basic Portal User Guide

OneCloud Basic Portal User Guide

Accessing the Portal

You will first need to complete setting up your account using the  Welcome Email  sent to you by either the onsite installer or TelWare support team.  Once set up, you can access your account by navigating to


The  Home  screen provides an overview of new voicemails, recent history, current active answering rules, and lists phones and apps currently bound to your profile. From the home screen, you are also able to quickly navigate between other features of your phone system.

  • Apps  |Click the Apps drop-down to access OneCloud apps such as the Attendant Console, HDMeet, and more. We’ll cover the apps in detail later in this guide.
  • Profile  | Click on your name in the top right corner to edit your Profile.
  • New Voicemail Messages  | The New Voicemail Messages panel displays all new voicemails. The voicemails are displayed with the number of the caller that left a voicemail. Their caller ID name. Followed by the date and time the message was left and the duration of the voicemail. You will also see the options to Call to Play, forward the voicemail, download the voicemail locally to your computer or delete the voicemail message.
  • Active Answering Rules  | To the right, you will see the Active Answering Rule window which will display which rule is currently active and provide a summary of how calls are routed when they reach your extension. You can select a different answering rule by clicking the Active Answering Rule drop-down and selecting a different rule.
  • Recent Call History  | The Recent Call History panel provides an overview of the last 10 calls. A phone with a red icon means a call was not answered. Phone icon with a blue arrow means an inbound call was answered. 5 blue circles mean that a call was placed to a conference bridge.
  • Active Phones  | The Active Phone fields below list the active phones currently registered to your account you can send and receive calls from. If you do not see a device listed there that should be, that means the device is not configured for your account or the device is currently unregistered.


Access the messages page by clicking on the  Messages  navigation button at the top of your screen. If you have a new voicemail, the  Messages  button will display a notification.

On the  Messages  page, you can view your voicemail messages, chats, SMS (if enabled for your number), and settings.

From the  Voicemail tab , you can view your current voicemails. Using the drop-down menu, you can view New, and Saved voicemail messages, as well as voicemails that have been sent to the trash. The trash is emptied daily, and the voicemails are not recoverable.

Note:  Consider using voicemail to email covered later in this guide.

Voicemail Options

While viewing an active voicemail, you can quickly view details such as caller ID, time and date of the message, and voicemail duration. You are also able to perform the additional options listed below from the  Voicemail tab  while viewing an active voicemail.

  • Play  | The phone system will call your extension and play the voicemail.
  • Call to Play  | The phone system will call your extension and play the voicemail.
  • Forward  | Forward the selected voicemail to another extension.
  • Download  | Downloads selected message to your computer.
  • Save  | Moves selected voicemail to a saved mailbox.
  • Delete  | Moves selected voicemail to your trash. Trash is emptied nightly.

Chat & SMS

When selecting the Chat tab, you can view your internal chat and SMS messages.

Start a New Conversation

To start a new conversation, click the  New Conversation  button as seen in the right-hand corner and a new chat window will appear. Start typing the user’s name or press down to see a list of everyone in the organization you can select from. Or on your contacts widget click the chat box icon next to their name. After clicking one of the options a chat window will appear. Click in the  Send a message…  field and start typing. Press enter when you would like to send your message.

Replying to message

If you would like to reply to a message, simply type in the chat window that displays when receiving a message. You can also click the reply icon to the right of the message in the message center.

Delete a message

To delete a message, click the red x that appears next to the reply button when hovering over the message.


When selecting the  Settings  tab, you are able to customize your voicemail settings. You may enable/disable your voicemail box, adjust how messages are presented to you, manage voicemail greetings, update your recorded name, and specify the desired  voicemail to email notifications.

  • Enable Voicemail  | Click the Apps You can enable or disable the voicemail by clicking the checkbox next to Enable Voicemail option. A check means voicemail is enabled and unchecked means that it has been disabled.
  • Inbox  | Clicking the box next to  Sort voicemail inbox by latest first  will configure your voicemail to play the most recent voicemail message left as the first message you hear. If this option is not enabled the voicemails will be played in the order they were received. Clicking the box next to  Announce voicemail received time  configures your voicemail account to tell you the time the voicemail was left when checking messages. Clicking the box next to  Announce Incoming Call ID  will have your voicemail read the caller ID number to you.
  • Greetings  | Under the voicemail inbox options, you will see the  Greetings  section contains your voicemail greeting and recorded name used in the company directory. You can have more than 1 voicemail greeting and the drop-down box allows you to select which greeting callers will hear when reaching your voicemail. To the right of the message select option, you will see 3 icons for the options to Play the voicemail greeting, Download the greeting, Or Manage Greetings.
  • Unified Messaging  | The  Email Notification  option allows you to select the format of voicemail email notifications that you receive.


Under the  Contacts  navigation button, you will find your system directory as well as any personal contacts you add. Here you may create new contacts for your extension, import/export contacts from/to other email accounts, and call contacts from your preferred device via the web browser.

You may also view your contacts by expanding the  Contacts  tab at the bottom right-hand side of the portal’s home page. Hovering over a contact will allow you to interact with that contact.

Answering Rules

IMPORTANT:  Most Users do not change Answering Rules or Time Frames. These are considered advanced features.

the Answering Rules page, you may easily adjust how calls flow to your extension with pre-built settings. In the top left-hand corner, you can set your default ring timer before calls are sent to your voicemail.

By clicking the Allow / Block button, you can enter 10-digit phone numbers to block.

To create a new answering rule, click the Add Rule button in the top right. At the top of the new window, you will set your custom Time Frame as well as whether your phone will be in Do Not Disturb or Call Screening, which plays back the Caller ID for the number calling you before your call is connected. You may also control Call Forwarding from this pane.

1. From the Answering Rules page, click Add Rule. The Add an Answering Rule page appears.

2. Complete the fields in the Add and Answering Rule page.

3. Click Save

  • Time Frame 
    - Select the time frame when this answering rule will apply.
    Caution:  Once a Time Frame is deleted, it will not revert back to default settings. Time Frames must be set in order to function. Please remember to add a Time Frame after one is deleted.

  • Do Not Disturb
     - No phone rings, goes straight to voicemail if available.
  • Call Screening
     - Prompts caller to say their name, lets you screen the call before accepting.

    Call Forwarding options.

  • Always
     - Immediately forwards to the number specified.
  • On Active
     - Forward calls to the number specified when you have one or more calls active.
  • When Busy
     -  Forwards calls to the number specified when the terminating device returns a 486 SIP response code.
  • When Unanswered 
    - Forwards calls to the number specified if the call is not answered after the specified ring timeout.
  • Call Forwarding when Offline
     - Automatically forwards if your desk phone loses communication (such as during a power outage).

  • Simultaneous Ring
    - Rings many phones at once. Check box options allow you to:
    • Include the user's extension
    • Ring all your user's phones
    • Use the option: Answer confirmation for offnet numbers to ensure that a person - not a voicemail - answers simrings to a cell/ landline by prompting the answering party to press 1 to accept the call. An icon to the right of this option allows you to specify a ring delay.

NOTE: A simring rings handsets, not users. So, for example, if 111 is listed, the simring will ring handset 111. If user 111 has a call forward set to their cell, however, the simring will not occur at the cell since simring rings handsets, not users.

  • Just Ring User's Extension
     - Rings just your phone.

Time Frames

By clicking  Time Frames  in the navigation bar, you can create a new Time Frame as well as view existing time frames. To create a new time frame, click Add Time Frame. You will then be presented with 3 options of Always, Days of the week and times, and Specific Dates or ranges. Time frames can be used to adjust your answering rules.


The Phones menu will display registered devices for your extension (mobile app, desk phone, & web phone.)

You can edit the buttons displayed on your phone’s screen, however, some of the buttons have been preprogrammed and cannot be changed. Buttons that cannot be edited will display a lock to the right of the button.

To edit your phone’s buttons, select the gear next to the device you wish to edit and press “Yes” on the confirmation pop-up. You can now edit the buttons on your phone using the ellipsis button. In the top right you will see a directory where you may edit how contacts are displayed. TelWare has preprogrammed some of these buttons and cannot be changed.


Button Options Include

  • User (BLF)  | Click the Apps You can enable or disable the voicemail by clicking the checkbox next to Enable Voicemail option. A check means voicemail is enabled and unchecked means that it has been disabled.
  • Call Park  | Parks a call to the entered value. Pressing again will retrieve that call from the Call Park.
  • Speed Dial  | Calls the entered phone number.
  • DTMF  | Dials a string of numbers, * and/or #.
  • Queue Toggle  | Log using in/out of the queue. All queues will be toggled.
  • Time Framg\e Toggle  | Activate/Deactivate a specific time frame.

Call History

By clicking the Call History navigation button, you may view all incoming/outgoing/missed calls to your extension.

You are presented with two additional options for Filtering and Exporting the call logs of your extension. By selecting Filters, you may choose either a range of dates or a specific date you would like to gather data from. To further analyze your calls, you may input a Dialed Number, or the number of an external caller dialed to reach you. If you do not know what was dialed, you may choose to search your call records by selecting a call type of Inbound, Outbound, or Missed.


Although this guide will not go into detail on each app, here are brief descriptions of the Apps you may see displayed in your OneCloud Portal.

  • Attendant Console |  A powerful web UI connecting to your desktop phone that allows drag-and-drop call management. Typically used by a receptionist.
  • Webphone |  A softphone that allows you to make and receive calls using your PC or Mac.
  • Secure Fax |  Add-on feature allowing you to send & receive faxes in a HIPAA compliant manner.
  • E911 Portal |  Remain compliant with Kari’s Law and Ray Baum’s Act with this easy-to-use E911 Portal.
  • HDMeet |  A video meeting solution included with your OneCloud subscription.
  • Enhanced Reporting |  Add-on feature for cradle-to-grave advanced reporting.

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