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*43 (1)

Dial *43 on the phone dial pad.

Follow the voice prompts.

No echo (your voice returns to you instantly) is good = low latency.

The greater the time the echo takes coming back to you, the greater the latency.

If the latency is above 200 ms, the voice quality of your voice, as heard by the person you are calling, may be poor.

As the latency increases to 300 ms+, the voice quality of your voice as heard by the person you are calling as well as what you hear them saying, may be poor.

When the latency reaches 400 ms+, calls will be dropped.

Poor voice quality is usually the result of issues on your LAN and/or WAN infrastructure.

*55 (1)

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.
Aastra (4)

A 'No Service' error message on your Aastra phone may be a 'true' message or a 'false' message. It was 'true' at the time the phone created the error message but the phone may have reestablished service prior to the error message being replaced with the normal phone display (your name and ext number).

The 'No Service' error message is usually the result of a temporary loss of Internet connectivity. It could only be for several milliseconds (ms) or 1/2 second. This will not be obvious to you on your computer even if you are surfing or sending and/or receiving email. The processes on your computer will just be a bit slower but it would be unusual for you to even notice the change in speed.

Your phones is configured to call and register with our PBX server every 60 seconds. It should re-register on its own. When it does, the 'No Service' error message will be replaced by the normal phone display. Sometimes the phone will take 2 cycles - or 120 seconds to re-register.

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.

There are two ways to locate your phones MAC address.

The first method is to turn tour phone over. The MAC Address on the sticker with 3 numbers and 3 barcodes. Its the bottom series of digits and looks like: '00085DXXXXXX.'

The second method is to:

  • Press the Wrench Symbol (Options) >
  • Scroll to 'Phone Status' > Select
  • Select 'IP & MAC Addresses' >
  • Scroll to 'MAC Address' - will look like '00085DXXXXXX'.

The error message 'Network Disconnected' on your phone display means your phone is not connected to the Local Area Network (LAN).

First, check that the Ethernet cable connection on the back of your phone is plugged in. Its best to unplug the Ethernet cable and then plug it back in (to the LAN port) to be sure.

Then check that the Ethernet cable connection to the wall port (or router) is plugged in. Its best to unplug the Ethernet cable from the wall port (or router) and then plug it back in (to the LAN port) to be sure.

If the error message does not change back to you normal phone display (usually name and ext number), please contact the IT person (company) who is responsible for supporting your Local Area Network (LAN).

The find the IP address of your Aastra phone:

  • Press the Wrench Symbol (Options) >
  • Scroll to 'Phone Status' > Select
  • Select 'IP & MAC Addresses' >
  • Scroll to 'IP Address' - will look usually look like '192.168.1.XXX' or similar.
Bria (1)

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

Hackers target SIP profiles which they then use to make calls from our PBX servers and CLECs using the compromised SIP profile. The hackers preferred target is a SIP profile that can make International Long Distance calls. They then sell access to the SIP profile to callers who then make International Long Distance calls. Most of these calls will be made to locations where the per minute cost is high – for example – parts of Africa and Eastern Europe. If it was your SIP profile that has been compromised you will be billed by SaaS 44 for the calls that were made.

While SaaS 44 monitors its systems and call traffic 24/7, we are only able to respond after a SIP profile has been compromised. Once we are alerted of the unusual activity, we identify the compromised SIP profile and we disable it. This may take an hour or more. In that time, the hacker may make calls costing you hundreds of dollars.

Our CLECs also monitor for unusual activity on our trunks. They advise and may disable our trunks from making International Long Distance calls. The result is that because of the compromise of one SIP profile all our customers will temporarily lose the ability to make International Long Distance calls.

Once your compromised SIP profile has been disabled, we proceed as follows:

To test to see if your phone has service:

  • We may, at our discretion, disable the International Long Distance feature on all of a customers SIP profiles (extensions) .
  • We will advise the customer that a SIP profile has been compromised and the action we have taken.
  • We will, as soon as possible after the event, prepare an invoice for the International Long Distance calls and charge the customers credit card.
  • When payment is received, we will re-enable the International Long Distance feature on all of a customers SIP profiles (extensions).

Note: Failure to pay the invoice for International Long Distance calls may, at the sole discretion of SaaS 44, result in the suspension of your phone service.

All phones and VoIP accessory orders will be shipped by courier (UPS, Purolator, FedEx). All items shipped by our suppliers on our behalf, are subject to the laws applying to common carriers and the policies of the courier they choose. Title for the items passes to you upon our or our agents delivery to the courier or common carrier.

All items shipped by SaaS 44 Inc., will be shipped by FedEx or Canada Post and are subject to the laws applying to common carriers. Legal title for the items purchased passes to you upon our or our agents delivery to FedEx or Canada Post. We insure your order against risk of loss or damage.

Hosted VoIP

You will be provided with a phone number in the area code of your choice. A free trial profile will be set up which provides complete functionality for three extensions. You will be able to set up your Auto Attendant, voicemail and other features.

We recommend you install and use softphones during the free trial period. We may supply 'demo' SIP phones at our discretion. A deposit my be required.

You will be able to make calls anywhere in North America but the account will be subject to a $10.00 maximum. The ability to make International long distance calls will be disabled.

Once your demo request has been processed, you will receive an email with complete instructions as to how to proceed.

Zimbra

There are two ways to implement a Zimbra free trial.

The first approach provides you with you(@)yourcompany.saas44.com domain. You will have access to all Zimbra features and functionality. It is the quickest and easiest way to create a hands on experience. Your existing email process is not altered in any way. You simply forward your email from your you(@)yourcompany.com to your you(@)yourcompany.saas44.com email address. You can also send mail from your you(@)yourcompany.saas44.com email address and it will appear to have been sent from you(@)yourcompany.com.

The second approach requires you to change your MX record and point it to the SaaS 44° email servers. You will receive your email at you(@)yourcompany.com. We suggest that you select this option if you feel that there is a good chance that you will choose to remain a SaaS 44° customer at the completion of the free trial. More work is involved for you to set this process up and if you choose not to proceed, more work is involved for you to transfer back to your old process or move on to another process.

Once your demo request has been processed, you will receive an email with complete instructions as to how to proceed.

We are located in Toronto, Ontario, Canada.

The location of our head office is 43° 71' N and 79° 24' W.

The name SaaS 43° 71' N does not roll off the tongue easily so we just rounded the latitude up to 44°.

SaaS 44° will notify you of your refund by email as soon as we have cancelled your service and we have confirmed that your data has been migrated to the place of the your choosing. You can expect a refund in the same form of payment originally used for purchase within 10 to 15 business days after the cancellation of service or the transfer of data, whichever occurs last.

Zimbra Mobile is compatible with all iPhone, Android and Windows Mobile 5+ devices that support ActiveSync. You will be able to sync email, contacts, calendar and tasks.

SaaS 44° supports all mobile devices found on the the list below titled 'Devices Natively Compatible with Zimbra Mobile'.

SaaS 44° does not support Zimbra/BlackBerry sync with BES servers. There are alternate methods to sync BlackBerry devices.

SaaS 44° does not support Symbian S60/S80 OS and Palm OS mobile devices found on the the list above. However, if a customer wishes to sync with one of these devices, we will enable Zimbra Mobile on the customers MB. The customer will be responsible for configuring and supporting the mobile sync. The customer will also pay the monthly mobile sync subscription. There will be no activation fee.

Yes. SaaS 44° can enable Zimbra Mobile to sync with your iPhone. It will sync all your data including email, contacts, calendar and tasks. There will be an activation charge and a monthly subscription for Zimbra/iPhone sync.

You can also access Zimbra on your iPhone web browser wherever you have wireless Internet access. As this service is not provided by SaaS 44° there is no charge.

You can also enable push mail for your Zimbra email at you(@)yourcompany.com using your your Mobile Device Service Providers UI. As this service is not provided by SaaS 44° there is no charge.

SaaS 44° charges an activation fee for each Zimbra mailbox (MB), BlackBerry sync, Zimbra mobile sync, Zimbra Archiving and Discovery (ZAD) mailbox (MB) and every Hosted VoIP extension purchased.

SaaS 44° believes that charging an activation fee is preferable to locking a customer into a long term contract where “activation fees” are simply built into and spread over the life of the long term contract. In addition, activation fees assist SaaS 44° implement infrastructure upgrades, support additional systems resources and ensure quality service and support.

Activation fees cover the following services:

  • Email migration assistance to help you move your email to our servers, including IMAP sync service, as required,
  • Configuration of mobile devices to sync with our servers, as required,
  • Configuration of Zimlets, as required,
  • Configuration of ZAD mailboxes, as required, and
  • Configuration of the Auto Attendant (IVR) and extensions, as required.

We offer every new customer a 30 day free trial. You are free to cancel your service, without charge, at any time during the 30 day free trial period.

SaaS 44° will charge you a $1.00 deposit for each Zimbra mailbox (MB) and a $5.00 deposit for each Hosted VoIP extension in order to verify your credit card and to bind you to SaaS 44°'s Terms of Use, Privacy Policy and Service Level and Support Agreement.

On day 31, SaaS 44° will invoice and charge all outstanding activation fees together with the month 2 subscription for each service you purchased. On your first invoice, you will receive a credit for your initial deposit.

If you decide during the first 30 days that you do not wish to continue, we will refund your deposit in full.

One! We are serious when we say we are committed to supporting your business.

Every account requires at least one MB to allow the domain administrator to control the domain configuration and settings, and to receive email. There is no maximum number of MB's.

You can request up to 25 MB's at the time you sign up. If you require more than 25 MB's, please contact support(@)saas44.com or contact sales(@)saas44.com. We would like to opportunity to communicate with you directly as there may be ways we can assist you in making the transition from your current environment to our hosted environment more efficient and seamless.

At the present time, SaaS 44° is focusing all it's efforts and expertise on creating the best Hosted Zimbra and Hosted VoIP environments in Canada.

We have plans to add additional hosted applications when we are satisfied that we can do so without compromising the quality of our existing services. We may offer website and DNS hosting at some future time as they are complimentary to the business we are in.

For DNS hosting SaaS 44° recommends easyDNS Technologies. The owners of SaaS 44° have been in the IT business for many years and have always found easyDNS to be knowledgeable and professional.

We are not in a position to recommend a web hosting company at this time.

We know that not all of our customers will want to be responsible for their own support. For them, we created a Fully Managed Services option.

Our commitment to customer success extends beyond our applications to include full and comprehensive support. If you opted for Fully Managed Services, support is available to every employee. If you opted for Hosted Services, support is only available to your authorized domain administrator.

The scope of support includes the following:

  • Emergency response based on the priority the customer assigns to tickets (from within 1 hour to 48 hours),
  • Troubleshooting and diagnostics of client side issues with respect to the ZCS web client (we recommend using the latest version of Firefox as your web browser client),
  • Troubleshooting and diagnostics of client side issues in supported mail client - Outlook 2003/2007, Eudora or Thunderbird under XP or Vista or Mac Mail, Eudora or Thunderbird under OS X 10.4 or 10.5,
  • Occasional remote control and screen sharing sessions to expedite troubleshooting,
  • Troubleshooting and diagnostics of client side issues with ZCS sync connectors and related mobile device issues,
  • Identification of the optimal resources to solve issues, such as knowledgebase articles,
  • ZCS bug identification and submission, or
  • Escalation to the Systems, Operations or Sales departments as needed.

The scope of support does NOT include the following:

  • Troubleshooting or assisting with software or services classified by Zimbra or SaaS 44° as "beta",
  • Helping to troubleshoot or reinstall a customers operating system or unrelated application,
  • Complex transitions requiring SaaS 44°'s expertise with respect to planning and performing hands on migration of email, or
  • Programming, ZCS training or complex IT services which may, however, be available as Consulting Services. Please contact sales(@)saas44.com.

Contact the SaaS 44° support team by email at support(@)saas44.com.

Dial Tone (1)

While a SIP phone may look like and provide the normal functions of a phone, it is really a computer disguised as a phone.

As users expect to hear a dial tone when they pick up the handset and place it on their ear, the computer creates a dial tone sound so you will not be surprised by silence.

If you have a dial tone, it means the phone has power. It does NOT mean you have phone service.

If you have a dial tone but can't make a call, please check that your phone is connected to the Local Area Network (LAN).

Echo Test (1)

Dial *43 on the phone dial pad.

Follow the voice prompts.

No echo (your voice returns to you instantly) is good = low latency.

The greater the time the echo takes coming back to you, the greater the latency.

If the latency is above 200 ms, the voice quality of your voice, as heard by the person you are calling, may be poor.

As the latency increases to 300 ms+, the voice quality of your voice as heard by the person you are calling as well as what you hear them saying, may be poor.

When the latency reaches 400 ms+, calls will be dropped.

Poor voice quality is usually the result of issues on your LAN and/or WAN infrastructure.

  • Open your Zimbra web mail client.
  • Go to 'Preferences' > 'General'.
  • In the 'Login Options' section you will see 'Change Password'.
  • Click 'Change Password'.
  • A screen will pop up.
  • Enter your 'Old (current) Password'.
  • Enter your 'New Password'.
  • Enter your new password again to 'Confirm' your new password.
  • Click 'Change Password'.

Note: All SaaS 44° Zimbra passwords must be 8 characters
long and include at least one capital letter and one number.

If you want to use MS Outlook, Thunderbird or another email client rather than the Zimbra Collaboration Suite web client, the information below will assist you in setting up your email client profile to connect to SaaS 44°'s email servers.

The incoming and outgoing the SaaS 44° email server will have the same name. The name will be in the following format - bloor.saas44.com or yonge.saas44.com.

Your username is your SaaS 44° email address – i.e. yourname(@)yourcompany.com).

Your password is your SaaS 44° email eight digit password - i.e. Mq8bO6fU.

SaaS 44° will send you the name of the email server, your email address and your password once your account has been set up or, if an account has been set up, when your mailbox is opened.

   IMAPS (IMAP over SSL)

We recommend you set up an IMAP email profile because all email is retained on the SaaS 44° email server and can be organized into folders for the best integration with Zimbra Collaboration Suite.

  • For the incoming server, insert the server name you were given, select
    SSL (the default Port is 993) and save the settings.
  • For the outgoing server, insert the server name you were given, select
    TLS (the default Port is 587) and save the settings, or, if TLS is not an option,
  • For the outgoing server, insert the server name you were given, select
    SSL (the default Port is 465) and save the settings.

   POP 3S (POP 3 over SSL)

While we do not recommend it, you may use POP 3S if you want to download all email to your PC, leaving none on the SaaS 44° email server. Please see Zimbra Desktop Client below.

  • For the incoming server, insert the server name you were given, select
    SSL (the default Port is 995) and save the settings.
  • For the outgoing server, insert the server name you were given, select
    SSL (the default Port is 465) and save the settings.

Zimbra Desktop Client

If you want the functionality of POP 3 email in order to read your email or compose email while off line, we recommend you download and install the free Zimbra Desktop email client for off line use. It provides the off line email functionality of a POP 3 email client but once you go on line it will send the email you composed while you were off line and in all other respects perform in the same manner as the Zimbra Collaboration Suite web client. The best of both worlds.

SaaS 44° uses SpamAssassin's predefined rules as well as a Bayes database to score email messages with a numerical range. The spam filter uses a percentage value to determine “spaminess” based on a SpamAssassin score of 20 as 100%. Any message sent to you at your SaaS 44° hosted email service that is tagged between 33%-75% is considered spam and delivered to the your Junk folder. Messages tagged above 75% are considered spam and discarded by the filter.

You can open and view these messages in your Junk folder.

If the message is spam, delete it

If the message is not spam, move it from your Junk folder and file it in your Inbox or any other folder you choose.

If you receive spam message in your Inbox, don't delete it. Please file it in your Junk folder.

When you add messages to or remove messages from the Junk folder, it helps to train the spam filter for you and all other SaaS 44&deg users.

There are many resources available to assist you in learning to use Zimbra's many features. There is a Help link in the upper right corner of your Zimbra web client. You can download a Zimbra 5.0 User guide (see link below). And lastly, you can go to our How do I use Zimbra? page where you will find links which provide step be step guides for using Zimbra's functionality.

Zimbra End User Guide

To download a Zimbra User Guide use the link below. Save it to your desktop or create a Zimbra folder so that you will be able to access it easily.

There are many resources available to assist you in learning to use Zimbra's many features. There is a Help link in the upper right corner of your Zimbra web client. You can download a Zimbra 5.0 User guide (see link below). And lastly, you can go to the "How to:" links below which provide step be step guides for using Zimbra's functionality.

Zimbra User Guide

To download a Zimbra User Guide use the link below. Save it to your desktop or create a Zimbra folder so that you will be able to access it easily.

How to:

Managing Your Account

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Receiving and Reading Email

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Composing Email

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Address Book

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Calendar

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Appointments and Meetings

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Search Mailbox

Sharing

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Yes. However, if you think what you are going to do may be in conflict with SaaS 44°'s Terms of Use, please contact us so we can discuss it with you.

SaaS 44° has created scripts and filters to identify and stop spam. These safeguards can be modified on a per mailbox basis for legitimate bulk email.

If we determine that a customer has used their account to send spam, SaaS 44° will terminate that customers contract and notify authorities, if appropriate.

One! We are serious when we say we are committed to supporting your business.

Every account requires at least one MB to allow the domain administrator to control the domain configuration and settings, and to receive email. There is no maximum number of MB's.

You can request up to 25 MB's at the time you sign up. If you require more than 25 MB's, please contact support(@)saas44.com or contact sales(@)saas44.com. We would like to opportunity to communicate with you directly as there may be ways we can assist you in making the transition from your current environment to our hosted environment more efficient and seamless.

In order to maximize the Zimbra end user experience, an organization requires a certain level of IT expertise due to the complexity that has been introduced into the messaging architecture by mobile devices, document management, spam and virus management, the need to deliver high availability and the inclusion of new collaboration tools like wikis and Zimlets to link to third party applications like Asterisk.

Many businesses do not have this level of expertise in house and, if they do, it is most likely being used to support unique in house applications vital to the success and profitability of the organization.

Fully Managed Service

With SaaS 44°s Fully Managed Service, we manage the Zimbra IT complexity and all you have to do is enjoy the benefits. Our Fully Managed Service delivers all that Zimbra has to offer while SaaS 44° assumes responsibility for the administration and management of the customer's user population including:

  • all moves, adds, restores and changes,
  • supporting mobile devices,
  • managing spam, viruses and junk mail, and
  • all end user troubleshooting.

Hosted Service

Customers wanting to enjoy all that Zimbra has to offer but wishing to maintain full administration of user accounts as well as provide end user support support to each employee can choose SaaS 44°'s Hosted Service. While you support your employees, SaaS 44° makes Zimbra available to every end user - 24/7.

The scope of support does NOT include:

  • Troubleshooting or assisting with software or services classified by Zimbra or SaaS 44° as "beta",
  • Helping to troubleshoot or reinstall a customers operating system or unrelated application,
  • Complex transitions requiring SaaS 44°'s expertise with respect to planning and performing hands on migration of email, or
  • Programming, ZCS training or complex IT services which may, however, be available as Consulting Services. Please contact sales(@)saas44.com.

The Zimbra Collaboration Suite (ZCS) UI is available in the following languages: Chinese (Simplified and Traditional), Danish, English (UK, AU, US), French, German, Italian, Japanese, Korean, Polish, Brazilian Portuguese, Russian, Spanish, and Swedish.

Go to Preferences>General>Language and choose from the drop down menu.

SaaS 44° enables English (US) by default. If you wish Canadian English your best choice is English (UK).

Your company domain admin can change the default language by setting a new default for a given Class of Service (CoS).

Each employee user can override the company default language by selecting their language of choice.

No. It is not necessary to install any additional software to access your Zimbra MB.

With Zimbra you have the choice of accessing all of your services using the Zimbra web UI, staying in your desktop environment (see below) or some combination thereof that suits your unique needs. Choices can be modified or reversed without any risk.

Our Zimbra email server will sync with the following desktop environments - Microsoft Outlook; Mac desktop applications like iCal, Mail and Address Book and Thunderbird.

All Zimbra themes are available. SaaS 44 ° enables Sand (which will also appear as SAAS44 in the theme drop down menu) by default.

Every end user may override the company default theme by selecting their personal favourite at Preferences>General>Theme and making a selection from the drop down menu.

Your company domain admin can change the default theme by setting a new default for a given Class of Service (CoS). Your company domain admin may choose to disable some or all of the themes, by opening a ticket at our on line help desk and requesting the change of setting.

Your company may also choose to customize a theme by adding your logo. Just open a ticket at our on line help desk and request assistance.

Yes. SaaS 44° provides a wiki/document sharing MB with every account at no additional charge. It is setup automatically upon activation.

There will be a monthly charge for the GB's of storage you assign to the wiki/briefcase/document MB.

SaaS 44° backs up all user data every day for 30 days. You can recover your mailbox or documents for the previous 29 days.

Just open a support ticket at our on line help desk and ask us to restore your MB. Please include the date, or time period, you think you deleted the missing data.

We will restore your mailbox as restoreyou(@)yourcompany.com. Just login to Zimbra using restoreyou(@)yourcompany.com as your Username and your existing password, find the missing document or email and transfer it to your active mailbox. SaaS 44° will delete the restored mailbox within 48 hours.

SaaS 44° offers MB restore at no additional charge provided the service is used appropriately.

You may keep your email and data in your personal mailbox as long as you like. Our Zimbra Archiving and Discovery (ZAD) SOX Compliance service extends the storage flexibility and capability even further.

The first domain admin is, by default, the primary account holder unless you advise SaaS 44° when your account is created that a different person will perform this role. Each customer will need to decide who in their organization should be responsible to carry out the domain admin tasks which are primarily those of an IT system administrator.

A domain admin, or domain administrator, is a person with extra privileges on your Zimbra server. Using their username and password, they can login to the domain admin user interface (UI) securely and perform tasks such as changing, adding or deleting new users; creating distribution lists and aliases and setting MB quotas.

The domain admin also has privileges to access spam and virus settings.

If you or your organization do not feel comfortable assuming the domain admin responsibilities, we suggest you choose our Fully Managed Service and we will do all domain admin tasks for you based on your support ticket requests.

You can use the Zimbra REST interface to download a .zip file of particular directories to your desktop.

A mailbox (MB) is almost always associated with a unique named user. It consists of an electronic entry that defines a specific database instance through which email, instant messages, calendar events, contacts, documents and other data can be sent, received, stored, shared and managed.

A mailbox (MB) does not include distribution lists, aliases, locations, or resources, but does include archive copies of a mailbox (MB) - see Zimbra Archiving and Discovery (ZAD).

A MB quota is a data storage limit set for each MB by a customers domain admin. The quota sets the maximum amount of storage space in megabytes (MB) which can be as little as 100 MB's or up to 1O GB's.

Each MB is the container for a given users email, documents, calendars, contacts and other information. The maximum amount of space available for a single mailbox is 10 GB's. The default quota limit of 10 GB's can be increased. Just open a support ticket at our on line help desk and request the change.

We send alerts to users advising them when they are approaching their quota. When a particular MB reaches it's quota, it stops receiving mail and senders will receive a mailbox full, bounced message.

Individual MB quotas are managed in the context of a customers aggregate GB's of storage capacity. If a customer has purchased 20 GB's of storage for a given month, the domain admin can allocate that 20 GB's between MB's and other services in a way that maximizes the storage resources. The domain admin has the flexibility to allocate larger MB quotas to heavy users and smaller MB quotas to users who only send and receive emails occasionally. This saves you money.

If a customer has purchased 20 GBs of storage for a given month, that becomes the customers aggregate quota.

The domain admin can then allocate that 20 GBs between mailboxes and other services in a way that maximizes the storage resources. The domain admin has the flexibility to allocate larger mailbox (MB) quotas to heavy users and smaller mailbox (MB) quotas to users who only send and receive emails occasionally. This saves you money.

Firewall (1)

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

SIP hard phones phones are computers and softphones are applications on computers. They operate on your LAN or on your portable devices outside your LAN. You must put security measures and policies in place to prevent the phones and softphones from being 'hacked' and their SIP profiles from being compromised.

SIP phones must be installed behind a firewall.

If your phone is a hard phone (Aastra SIP phone) and it is installed on your LAN, you must verify that the router on that LAN has its firewall device enabled. In addition, if your router is providing wireless connectivity to the LAN, you must secure the wireless connection with WAP2 and the security password should be a least 18 randomly generated digits (combination of numbers, small cap and large cap letters and symbols) long.

Larger customers may have specialized firewall appliances which will be managed by their IT staff or IT network support provider. If that is the case, we will supply SaaS 44 Firewall Settings documentation.

A note of caution. Many Internet Service Providers (ISPs) provide appliances that are a combination modem and router (often referred to as a Gateway). We do not recommend these appliances. We advise you have the ISP turn the device on to bridge mode or advise you how to make that modification to the appliance they supplied. We then suggest you purchase a Linksys router (they are VoIP friendly, others are not) and have your IT staff set it up in the manner described above.

Softphone applications like Bria provide a different challenge as they are usually installed on laptops (Windows, MAC OS and Linux) and/or smart phones (Android, iPhone).

If your softphone is installed on a laptop which you will be using outside your secure office environment, you must have a firewall enabled on the laptop. Most reputable Antivirus applications (Kaspersky, Norton, McAfee, Trend Micro) come with a firewall which you can set up to provide protection for your laptop wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your laptop. We also suggest your softphone only be turned on when you are using it or expecting a call.

If your softphone is installed on a smart phone, you MUST have a firewall enabled. We do not recommend the Windows firewall. Kaspersky and others provide mobile security applications that include a firewall which you can set up to provide protection for your smart phone wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your smart phone. We also suggest your softphone only be turned on when you are using it or expecting a call.

While no LAN (or portable device with Antivirus and a firewall) is ever 100% secure, if you follow the suggestions above you will be substantially reducing the risk of your hard phone or softphone being 'hacked' and your SIP profile from being compromised.

Most likely you have heard the expression 'Nothing in life is free'.

While your Free Conference Call Service minutes appear to be free, as no charge appears on your SaaS 44 invoice, they are NOT 'free'.

Our carriers allow calls to your Free Conference Call Service phone numbers and then charge us for those minutes.

We determine our monthly fees knowing what our wholesale cost per minute will be and by estimating how many wholesale minutes our customers will use (system wide) in a given month.

The wholesale cost per minute to us for your Free Conference Call Service minutes is 15 to 20 times the cost of a normal wholesale minute.

Free Conference Call Services take advantage of a 'loop hole' in US phone service legislation.

It is called Traffic Pumping.

As of March 1, 2012 we will be charging our customers 0.20 cents per minute for all calls made to Free Conference Call Services.

Many of the Free Conference Call Service providers are located Iowa, South Dakota and Minnesota.

Hacker (2)

Coming Soon

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

Hackers target SIP profiles which they then use to make calls from our PBX servers and CLECs using the compromised SIP profile. The hackers preferred target is a SIP profile that can make International Long Distance calls. They then sell access to the SIP profile to callers who then make International Long Distance calls. Most of these calls will be made to locations where the per minute cost is high – for example – parts of Africa and Eastern Europe. If it was your SIP profile that has been compromised you will be billed by SaaS 44 for the calls that were made.

While SaaS 44 monitors its systems and call traffic 24/7, we are only able to respond after a SIP profile has been compromised. Once we are alerted of the unusual activity, we identify the compromised SIP profile and we disable it. This may take an hour or more. In that time, the hacker may make calls costing you hundreds of dollars.

Our CLECs also monitor for unusual activity on our trunks. They advise and may disable our trunks from making International Long Distance calls. The result is that because of the compromise of one SIP profile all our customers will temporarily lose the ability to make International Long Distance calls.

Once your compromised SIP profile has been disabled, we proceed as follows:

To test to see if your phone has service:

  • We may, at our discretion, disable the International Long Distance feature on all of a customers SIP profiles (extensions) .
  • We will advise the customer that a SIP profile has been compromised and the action we have taken.
  • We will, as soon as possible after the event, prepare an invoice for the International Long Distance calls and charge the customers credit card.
  • When payment is received, we will re-enable the International Long Distance feature on all of a customers SIP profiles (extensions).

Note: Failure to pay the invoice for International Long Distance calls may, at the sole discretion of SaaS 44, result in the suspension of your phone service.

Coming Soon

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

Hackers target SIP profiles which they then use to make calls from our PBX servers and CLECs using the compromised SIP profile. The hackers preferred target is a SIP profile that can make International Long Distance calls. They then sell access to the SIP profile to callers who then make International Long Distance calls. Most of these calls will be made to locations where the per minute cost is high – for example – parts of Africa and Eastern Europe. If it was your SIP profile that has been compromised you will be billed by SaaS 44 for the calls that were made.

While SaaS 44 monitors its systems and call traffic 24/7, we are only able to respond after a SIP profile has been compromised. Once we are alerted of the unusual activity, we identify the compromised SIP profile and we disable it. This may take an hour or more. In that time, the hacker may make calls costing you hundreds of dollars.

Our CLECs also monitor for unusual activity on our trunks. They advise and may disable our trunks from making International Long Distance calls. The result is that because of the compromise of one SIP profile all our customers will temporarily lose the ability to make International Long Distance calls.

Once your compromised SIP profile has been disabled, we proceed as follows:

To test to see if your phone has service:

  • We may, at our discretion, disable the International Long Distance feature on all of a customers SIP profiles (extensions) .
  • We will advise the customer that a SIP profile has been compromised and the action we have taken.
  • We will, as soon as possible after the event, prepare an invoice for the International Long Distance calls and charge the customers credit card.
  • When payment is received, we will re-enable the International Long Distance feature on all of a customers SIP profiles (extensions).

Note: Failure to pay the invoice for International Long Distance calls may, at the sole discretion of SaaS 44, result in the suspension of your phone service.

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.

The find the IP address of your Aastra phone:

  • Press the Wrench Symbol (Options) >
  • Scroll to 'Phone Status' > Select
  • Select 'IP & MAC Addresses' >
  • Scroll to 'IP Address' - will look usually look like '192.168.1.XXX' or similar.
LAN (2)

The error message 'Network Disconnected' on your phone display means your phone is not connected to the Local Area Network (LAN).

First, check that the Ethernet cable connection on the back of your phone is plugged in. Its best to unplug the Ethernet cable and then plug it back in (to the LAN port) to be sure.

Then check that the Ethernet cable connection to the wall port (or router) is plugged in. Its best to unplug the Ethernet cable from the wall port (or router) and then plug it back in (to the LAN port) to be sure.

If the error message does not change back to you normal phone display (usually name and ext number), please contact the IT person (company) who is responsible for supporting your Local Area Network (LAN).

Shared Network

  1. Unplug the electricity from the modem, the router and the phone(s),
  2. Disconnect the Ethernet cable between the modem and the router,
  3. Shutdown all computers and other appliances (printers, etc.) connected to
    the network (LAN),
  4. Let everything sit for a 3 minutes,
  5. Plug the electricity into the modem and wait a minute,
  6. Plug the electricity into the router and wait a minute,
  7. Reconnect the Ethernet cable between the router and the modem and wait a
    minute,
  8. Plug the electricity into the phone(s) and the phone(s) will reboot, and
  9. Dial *55 on the phone(s). You should hear Music on Hold.

If you do not hear Music on Hold, email support(@)saas44.com.

  1. Turn on the computers and other appliances on the network (LAN).

Dedicated VoIP Network

  1. Unplug the electricity from the modem, the router and the phone(s),
  2. Disconnect the Ethernet cable between the modem and the router,
  3. Let everything sit for a 3 minutes,
  4. Plug the electricity into the modem and wait a minute,
  5. Plug the electricity into the router and wait a minute,
  6. Reconnect the Ethernet cable between the router and the modem and wait a
    minute,
  7. Plug the electricity into the phone(s) and the phone(s) will reboot, and
  8. Dial *55 on the phone(s). You should hear Music on Hold.

If you do not hear Music on Hold, email support(@)saas44.com.

Latency (1)

Dial *43 on the phone dial pad.

Follow the voice prompts.

No echo (your voice returns to you instantly) is good = low latency.

The greater the time the echo takes coming back to you, the greater the latency.

If the latency is above 200 ms, the voice quality of your voice, as heard by the person you are calling, may be poor.

As the latency increases to 300 ms+, the voice quality of your voice as heard by the person you are calling as well as what you hear them saying, may be poor.

When the latency reaches 400 ms+, calls will be dropped.

Poor voice quality is usually the result of issues on your LAN and/or WAN infrastructure.

There are two ways to locate your phones MAC address.

The first method is to turn tour phone over. The MAC Address on the sticker with 3 numbers and 3 barcodes. Its the bottom series of digits and looks like: '00085DXXXXXX.'

The second method is to:

  • Press the Wrench Symbol (Options) >
  • Scroll to 'Phone Status' > Select
  • Select 'IP & MAC Addresses' >
  • Scroll to 'MAC Address' - will look like '00085DXXXXXX'.

There is a comprehensive guide to setting up mobile devices at the Zimbra wiki.

Zimbra Mobile is compatible with all iPhone, Android and Windows Mobile 5+ devices that support ActiveSync. You will be able to sync email, contacts, calendar and tasks.

SaaS 44° supports all mobile devices found on the the list below titled 'Devices Natively Compatible with Zimbra Mobile'.

SaaS 44° does not support Zimbra/BlackBerry sync with BES servers. There are alternate methods to sync BlackBerry devices.

SaaS 44° does not support Symbian S60/S80 OS and Palm OS mobile devices found on the the list above. However, if a customer wishes to sync with one of these devices, we will enable Zimbra Mobile on the customers MB. The customer will be responsible for configuring and supporting the mobile sync. The customer will also pay the monthly mobile sync subscription. There will be no activation fee.

Yes. SaaS 44° can enable Zimbra Mobile to sync with your iPhone. It will sync all your data including email, contacts, calendar and tasks. There will be an activation charge and a monthly subscription for Zimbra/iPhone sync.

You can also access Zimbra on your iPhone web browser wherever you have wireless Internet access. As this service is not provided by SaaS 44° there is no charge.

You can also enable push mail for your Zimbra email at you(@)yourcompany.com using your your Mobile Device Service Providers UI. As this service is not provided by SaaS 44° there is no charge.

Modem (1)

Shared Network

  1. Unplug the electricity from the modem, the router and the phone(s),
  2. Disconnect the Ethernet cable between the modem and the router,
  3. Shutdown all computers and other appliances (printers, etc.) connected to
    the network (LAN),
  4. Let everything sit for a 3 minutes,
  5. Plug the electricity into the modem and wait a minute,
  6. Plug the electricity into the router and wait a minute,
  7. Reconnect the Ethernet cable between the router and the modem and wait a
    minute,
  8. Plug the electricity into the phone(s) and the phone(s) will reboot, and
  9. Dial *55 on the phone(s). You should hear Music on Hold.

If you do not hear Music on Hold, email support(@)saas44.com.

  1. Turn on the computers and other appliances on the network (LAN).

Dedicated VoIP Network

  1. Unplug the electricity from the modem, the router and the phone(s),
  2. Disconnect the Ethernet cable between the modem and the router,
  3. Let everything sit for a 3 minutes,
  4. Plug the electricity into the modem and wait a minute,
  5. Plug the electricity into the router and wait a minute,
  6. Reconnect the Ethernet cable between the router and the modem and wait a
    minute,
  7. Plug the electricity into the phone(s) and the phone(s) will reboot, and
  8. Dial *55 on the phone(s). You should hear Music on Hold.

If you do not hear Music on Hold, email support(@)saas44.com.

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.

The error message 'Network Disconnected' on your phone display means your phone is not connected to the Local Area Network (LAN).

First, check that the Ethernet cable connection on the back of your phone is plugged in. Its best to unplug the Ethernet cable and then plug it back in (to the LAN port) to be sure.

Then check that the Ethernet cable connection to the wall port (or router) is plugged in. Its best to unplug the Ethernet cable from the wall port (or router) and then plug it back in (to the LAN port) to be sure.

If the error message does not change back to you normal phone display (usually name and ext number), please contact the IT person (company) who is responsible for supporting your Local Area Network (LAN).

While a SIP phone may look like and provide the normal functions of a phone, it is really a computer disguised as a phone.

As users expect to hear a dial tone when they pick up the handset and place it on their ear, the computer creates a dial tone sound so you will not be surprised by silence.

If you have a dial tone, it means the phone has power. It does NOT mean you have phone service.

If you have a dial tone but can't make a call, please check that your phone is connected to the Local Area Network (LAN).

A 'No Service' error message on your Aastra phone may be a 'true' message or a 'false' message. It was 'true' at the time the phone created the error message but the phone may have reestablished service prior to the error message being replaced with the normal phone display (your name and ext number).

The 'No Service' error message is usually the result of a temporary loss of Internet connectivity. It could only be for several milliseconds (ms) or 1/2 second. This will not be obvious to you on your computer even if you are surfing or sending and/or receiving email. The processes on your computer will just be a bit slower but it would be unusual for you to even notice the change in speed.

Your phones is configured to call and register with our PBX server every 60 seconds. It should re-register on its own. When it does, the 'No Service' error message will be replaced by the normal phone display. Sometimes the phone will take 2 cycles - or 120 seconds to re-register.

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.
Phone (4)

A 'No Service' error message on your Aastra phone may be a 'true' message or a 'false' message. It was 'true' at the time the phone created the error message but the phone may have reestablished service prior to the error message being replaced with the normal phone display (your name and ext number).

The 'No Service' error message is usually the result of a temporary loss of Internet connectivity. It could only be for several milliseconds (ms) or 1/2 second. This will not be obvious to you on your computer even if you are surfing or sending and/or receiving email. The processes on your computer will just be a bit slower but it would be unusual for you to even notice the change in speed.

Your phones is configured to call and register with our PBX server every 60 seconds. It should re-register on its own. When it does, the 'No Service' error message will be replaced by the normal phone display. Sometimes the phone will take 2 cycles - or 120 seconds to re-register.

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.

There are two ways to locate your phones MAC address.

The first method is to turn tour phone over. The MAC Address on the sticker with 3 numbers and 3 barcodes. Its the bottom series of digits and looks like: '00085DXXXXXX.'

The second method is to:

  • Press the Wrench Symbol (Options) >
  • Scroll to 'Phone Status' > Select
  • Select 'IP & MAC Addresses' >
  • Scroll to 'MAC Address' - will look like '00085DXXXXXX'.

The error message 'Network Disconnected' on your phone display means your phone is not connected to the Local Area Network (LAN).

First, check that the Ethernet cable connection on the back of your phone is plugged in. Its best to unplug the Ethernet cable and then plug it back in (to the LAN port) to be sure.

Then check that the Ethernet cable connection to the wall port (or router) is plugged in. Its best to unplug the Ethernet cable from the wall port (or router) and then plug it back in (to the LAN port) to be sure.

If the error message does not change back to you normal phone display (usually name and ext number), please contact the IT person (company) who is responsible for supporting your Local Area Network (LAN).

The find the IP address of your Aastra phone:

  • Press the Wrench Symbol (Options) >
  • Scroll to 'Phone Status' > Select
  • Select 'IP & MAC Addresses' >
  • Scroll to 'IP Address' - will look usually look like '192.168.1.XXX' or similar.

A 'No Service' error message on your Aastra phone may be a 'true' message or a 'false' message. It was 'true' at the time the phone created the error message but the phone may have reestablished service prior to the error message being replaced with the normal phone display (your name and ext number).

The 'No Service' error message is usually the result of a temporary loss of Internet connectivity. It could only be for several milliseconds (ms) or 1/2 second. This will not be obvious to you on your computer even if you are surfing or sending and/or receiving email. The processes on your computer will just be a bit slower but it would be unusual for you to even notice the change in speed.

Your phones is configured to call and register with our PBX server every 60 seconds. It should re-register on its own. When it does, the 'No Service' error message will be replaced by the normal phone display. Sometimes the phone will take 2 cycles - or 120 seconds to re-register.

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.

Shared Network

  1. Unplug the electricity from the modem, the router and the phone(s),
  2. Disconnect the Ethernet cable between the modem and the router,
  3. Shutdown all computers and other appliances (printers, etc.) connected to
    the network (LAN),
  4. Let everything sit for a 3 minutes,
  5. Plug the electricity into the modem and wait a minute,
  6. Plug the electricity into the router and wait a minute,
  7. Reconnect the Ethernet cable between the router and the modem and wait a
    minute,
  8. Plug the electricity into the phone(s) and the phone(s) will reboot, and
  9. Dial *55 on the phone(s). You should hear Music on Hold.

If you do not hear Music on Hold, email support(@)saas44.com.

  1. Turn on the computers and other appliances on the network (LAN).

Dedicated VoIP Network

  1. Unplug the electricity from the modem, the router and the phone(s),
  2. Disconnect the Ethernet cable between the modem and the router,
  3. Let everything sit for a 3 minutes,
  4. Plug the electricity into the modem and wait a minute,
  5. Plug the electricity into the router and wait a minute,
  6. Reconnect the Ethernet cable between the router and the modem and wait a
    minute,
  7. Plug the electricity into the phone(s) and the phone(s) will reboot, and
  8. Dial *55 on the phone(s). You should hear Music on Hold.

If you do not hear Music on Hold, email support(@)saas44.com.

Router (1)

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

SIP hard phones phones are computers and softphones are applications on computers. They operate on your LAN or on your portable devices outside your LAN. You must put security measures and policies in place to prevent the phones and softphones from being 'hacked' and their SIP profiles from being compromised.

SIP phones must be installed behind a firewall.

If your phone is a hard phone (Aastra SIP phone) and it is installed on your LAN, you must verify that the router on that LAN has its firewall device enabled. In addition, if your router is providing wireless connectivity to the LAN, you must secure the wireless connection with WAP2 and the security password should be a least 18 randomly generated digits (combination of numbers, small cap and large cap letters and symbols) long.

Larger customers may have specialized firewall appliances which will be managed by their IT staff or IT network support provider. If that is the case, we will supply SaaS 44 Firewall Settings documentation.

A note of caution. Many Internet Service Providers (ISPs) provide appliances that are a combination modem and router (often referred to as a Gateway). We do not recommend these appliances. We advise you have the ISP turn the device on to bridge mode or advise you how to make that modification to the appliance they supplied. We then suggest you purchase a Linksys router (they are VoIP friendly, others are not) and have your IT staff set it up in the manner described above.

Softphone applications like Bria provide a different challenge as they are usually installed on laptops (Windows, MAC OS and Linux) and/or smart phones (Android, iPhone).

If your softphone is installed on a laptop which you will be using outside your secure office environment, you must have a firewall enabled on the laptop. Most reputable Antivirus applications (Kaspersky, Norton, McAfee, Trend Micro) come with a firewall which you can set up to provide protection for your laptop wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your laptop. We also suggest your softphone only be turned on when you are using it or expecting a call.

If your softphone is installed on a smart phone, you MUST have a firewall enabled. We do not recommend the Windows firewall. Kaspersky and others provide mobile security applications that include a firewall which you can set up to provide protection for your smart phone wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your smart phone. We also suggest your softphone only be turned on when you are using it or expecting a call.

While no LAN (or portable device with Antivirus and a firewall) is ever 100% secure, if you follow the suggestions above you will be substantially reducing the risk of your hard phone or softphone being 'hacked' and your SIP profile from being compromised.

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

SIP hard phones phones are computers and softphones are applications on computers. They operate on your LAN or on your portable devices outside your LAN. You must put security measures and policies in place to prevent the phones and softphones from being 'hacked' and their SIP profiles from being compromised.

SIP phones must be installed behind a firewall.

If your phone is a hard phone (Aastra SIP phone) and it is installed on your LAN, you must verify that the router on that LAN has its firewall device enabled. In addition, if your router is providing wireless connectivity to the LAN, you must secure the wireless connection with WAP2 and the security password should be a least 18 randomly generated digits (combination of numbers, small cap and large cap letters and symbols) long.

Larger customers may have specialized firewall appliances which will be managed by their IT staff or IT network support provider. If that is the case, we will supply SaaS 44 Firewall Settings documentation.

A note of caution. Many Internet Service Providers (ISPs) provide appliances that are a combination modem and router (often referred to as a Gateway). We do not recommend these appliances. We advise you have the ISP turn the device on to bridge mode or advise you how to make that modification to the appliance they supplied. We then suggest you purchase a Linksys router (they are VoIP friendly, others are not) and have your IT staff set it up in the manner described above.

Softphone applications like Bria provide a different challenge as they are usually installed on laptops (Windows, MAC OS and Linux) and/or smart phones (Android, iPhone).

If your softphone is installed on a laptop which you will be using outside your secure office environment, you must have a firewall enabled on the laptop. Most reputable Antivirus applications (Kaspersky, Norton, McAfee, Trend Micro) come with a firewall which you can set up to provide protection for your laptop wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your laptop. We also suggest your softphone only be turned on when you are using it or expecting a call.

If your softphone is installed on a smart phone, you MUST have a firewall enabled. We do not recommend the Windows firewall. Kaspersky and others provide mobile security applications that include a firewall which you can set up to provide protection for your smart phone wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your smart phone. We also suggest your softphone only be turned on when you are using it or expecting a call.

While no LAN (or portable device with Antivirus and a firewall) is ever 100% secure, if you follow the suggestions above you will be substantially reducing the risk of your hard phone or softphone being 'hacked' and your SIP profile from being compromised.

Coming Soon

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

Hackers target SIP profiles which they then use to make calls from our PBX servers and CLECs using the compromised SIP profile. The hackers preferred target is a SIP profile that can make International Long Distance calls. They then sell access to the SIP profile to callers who then make International Long Distance calls. Most of these calls will be made to locations where the per minute cost is high – for example – parts of Africa and Eastern Europe. If it was your SIP profile that has been compromised you will be billed by SaaS 44 for the calls that were made.

While SaaS 44 monitors its systems and call traffic 24/7, we are only able to respond after a SIP profile has been compromised. Once we are alerted of the unusual activity, we identify the compromised SIP profile and we disable it. This may take an hour or more. In that time, the hacker may make calls costing you hundreds of dollars.

Our CLECs also monitor for unusual activity on our trunks. They advise and may disable our trunks from making International Long Distance calls. The result is that because of the compromise of one SIP profile all our customers will temporarily lose the ability to make International Long Distance calls.

Once your compromised SIP profile has been disabled, we proceed as follows:

To test to see if your phone has service:

  • We may, at our discretion, disable the International Long Distance feature on all of a customers SIP profiles (extensions) .
  • We will advise the customer that a SIP profile has been compromised and the action we have taken.
  • We will, as soon as possible after the event, prepare an invoice for the International Long Distance calls and charge the customers credit card.
  • When payment is received, we will re-enable the International Long Distance feature on all of a customers SIP profiles (extensions).

Note: Failure to pay the invoice for International Long Distance calls may, at the sole discretion of SaaS 44, result in the suspension of your phone service.

Softphone (2)

Coming Soon

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

Hackers target SIP profiles which they then use to make calls from our PBX servers and CLECs using the compromised SIP profile. The hackers preferred target is a SIP profile that can make International Long Distance calls. They then sell access to the SIP profile to callers who then make International Long Distance calls. Most of these calls will be made to locations where the per minute cost is high – for example – parts of Africa and Eastern Europe. If it was your SIP profile that has been compromised you will be billed by SaaS 44 for the calls that were made.

While SaaS 44 monitors its systems and call traffic 24/7, we are only able to respond after a SIP profile has been compromised. Once we are alerted of the unusual activity, we identify the compromised SIP profile and we disable it. This may take an hour or more. In that time, the hacker may make calls costing you hundreds of dollars.

Our CLECs also monitor for unusual activity on our trunks. They advise and may disable our trunks from making International Long Distance calls. The result is that because of the compromise of one SIP profile all our customers will temporarily lose the ability to make International Long Distance calls.

Once your compromised SIP profile has been disabled, we proceed as follows:

To test to see if your phone has service:

  • We may, at our discretion, disable the International Long Distance feature on all of a customers SIP profiles (extensions) .
  • We will advise the customer that a SIP profile has been compromised and the action we have taken.
  • We will, as soon as possible after the event, prepare an invoice for the International Long Distance calls and charge the customers credit card.
  • When payment is received, we will re-enable the International Long Distance feature on all of a customers SIP profiles (extensions).

Note: Failure to pay the invoice for International Long Distance calls may, at the sole discretion of SaaS 44, result in the suspension of your phone service.

Support (25)

If you want to use MS Outlook, Thunderbird or another email client rather than the Zimbra Collaboration Suite web client, the information below will assist you in setting up your email client profile to connect to SaaS 44°'s email servers.

The incoming and outgoing the SaaS 44° email server will have the same name. The name will be in the following format - bloor.saas44.com or yonge.saas44.com.

Your username is your SaaS 44° email address – i.e. yourname(@)yourcompany.com).

Your password is your SaaS 44° email eight digit password - i.e. Mq8bO6fU.

SaaS 44° will send you the name of the email server, your email address and your password once your account has been set up or, if an account has been set up, when your mailbox is opened.

   IMAPS (IMAP over SSL)

We recommend you set up an IMAP email profile because all email is retained on the SaaS 44° email server and can be organized into folders for the best integration with Zimbra Collaboration Suite.

  • For the incoming server, insert the server name you were given, select
    SSL (the default Port is 993) and save the settings.
  • For the outgoing server, insert the server name you were given, select
    TLS (the default Port is 587) and save the settings, or, if TLS is not an option,
  • For the outgoing server, insert the server name you were given, select
    SSL (the default Port is 465) and save the settings.

   POP 3S (POP 3 over SSL)

While we do not recommend it, you may use POP 3S if you want to download all email to your PC, leaving none on the SaaS 44° email server. Please see Zimbra Desktop Client below.

  • For the incoming server, insert the server name you were given, select
    SSL (the default Port is 995) and save the settings.
  • For the outgoing server, insert the server name you were given, select
    SSL (the default Port is 465) and save the settings.

Zimbra Desktop Client

If you want the functionality of POP 3 email in order to read your email or compose email while off line, we recommend you download and install the free Zimbra Desktop email client for off line use. It provides the off line email functionality of a POP 3 email client but once you go on line it will send the email you composed while you were off line and in all other respects perform in the same manner as the Zimbra Collaboration Suite web client. The best of both worlds.

SaaS 44° uses SpamAssassin's predefined rules as well as a Bayes database to score email messages with a numerical range. The spam filter uses a percentage value to determine “spaminess” based on a SpamAssassin score of 20 as 100%. Any message sent to you at your SaaS 44° hosted email service that is tagged between 33%-75% is considered spam and delivered to the your Junk folder. Messages tagged above 75% are considered spam and discarded by the filter.

You can open and view these messages in your Junk folder.

If the message is spam, delete it

If the message is not spam, move it from your Junk folder and file it in your Inbox or any other folder you choose.

If you receive spam message in your Inbox, don't delete it. Please file it in your Junk folder.

When you add messages to or remove messages from the Junk folder, it helps to train the spam filter for you and all other SaaS 44&deg users.

There are many resources available to assist you in learning to use Zimbra's many features. There is a Help link in the upper right corner of your Zimbra web client. You can download a Zimbra 5.0 User guide (see link below). And lastly, you can go to our How do I use Zimbra? page where you will find links which provide step be step guides for using Zimbra's functionality.

Zimbra End User Guide

To download a Zimbra User Guide use the link below. Save it to your desktop or create a Zimbra folder so that you will be able to access it easily.

There are many resources available to assist you in learning to use Zimbra's many features. There is a Help link in the upper right corner of your Zimbra web client. You can download a Zimbra 5.0 User guide (see link below). And lastly, you can go to the "How to:" links below which provide step be step guides for using Zimbra's functionality.

Zimbra User Guide

To download a Zimbra User Guide use the link below. Save it to your desktop or create a Zimbra folder so that you will be able to access it easily.

How to:

Managing Your Account

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Receiving and Reading Email

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Composing Email

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Address Book

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Calendar

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Appointments and Meetings

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Search Mailbox

Sharing

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PoE or Power over Ethernet technology describes a system of transferring electrical power, along with data, to IP phones over standard twisted pair cable in an ethernet network where it would be inconvenient or expensive to supply electrical power separately. It often doesn't require modification of existing ethernet cabling infrastructure.

Most of the Aastra phone models we offer are 'PoE ready' which means they offer a customer a choice of electrical power options. Some models are shipped with with an AC Adapter included while others require an optional AC Adapter. You may see which models offer which options by going to Phone Pricing.

An 'AC Adapter' equipped phone will receive it's electrical power from an AC Adapter which is plugged into a conventional electrical outlet. The Internet connection to the phone is supplied by an ethernet connection identical to that which is used to connect your PC or laptop to the Internet.

In order for your 'POE' phone to receive electrical power, you will need a PoE switch. Your phone will connect to the PoE switch and receive it's electrical power and access to the Internet from the same Ethernet cable.

Before ordering phones, you should decide how you are going to power your phones to make sure the phones you purchase will meet your needs. All the Aastra phones we offer provide you with complete flexibility. However, it is important that all the additional hardware required is included so your system will be fully functional.

If you have any questions, please contact us.

There two common causes for SIP phone failure.

The first reason is that your phone may not be plugged into a live power source - whether it is powered by an AC adapter or PoE. Please check that all your power connections and the power source itself are in working order. If you have a dial tone, you have power.

The second reason is that your phone does not have access to the Internet.

If your phone is using the same network as your PC or laptop, and you can access the Internet from your computer, the problem is likely your phone. If you have a softphone installed on your PC or laptop, you can also try it to see if it is operational. If the softphone works and your phone does not, the problem is likely your phone. You can also try another working phone on your network (LAN) connection. If the substituted phone works, the problem is likely your phone. If the substituted phone does not work, the problem is likely the network (LAN) connection.

If your phone is on a dedicated network (LAN) it is a bit harder to determine whether you have access to the Internet. First check whether another phone attached to the same dedicated network (LAN) is also down. If it is, the problem is most likely the dedicated network (LAN) connections or it may also be a lack of service from your Internet Service Provider (ISP). You can check this by plugging the network cable from your phone into a laptop or PC and checking whether or not you can access the Internet. If you can access the Internet on your laptop or PC, the problem is likely your phone. If not, it is likely a problem with the dedicated VoIP network (LAN) or the Internet Service Provider (ISP).

We suggest you wait 15 or 20 minutes and then check your phone again. There are short Internet outages or other system problems over which you have no control and that are often resolved on their own within a few minutes

Once you have done all of the above and the problem has not been resolved, please contact us and we will replace the phone free of charge.

Emergency (911) Service Calls and SaaS 44° Hosted VoIP

Your SaaS 44° hosted VoIP phone system appears to operate like a traditional land line phone system. However, your hosted VoIP phone system is different as it is connected to the Internet. There are several critical issues to consider with respect to making Emergency (911) Service calls.

Emergency (911) Service

If you dial 911, you will be automatically routed to a specialized call centre that handles emergency calls. This call centre is not the Public Safety Answering Point (PSAP) that would answer a traditional land line emergency (911) call.

  • Please Note: You will be required to provide your name, telephone number,
    unit or suite number and street address to the call centre operator.

Emergency (911) Service Access

Emergency (911) Service may not be available if your Internet connection is down or your hosted VoIP service is not available. This can happen if there is power failure at your location. Emergency (911) Service may also not be available if you are calling from outside Canada.

If you change the primary business address, your access to Emergency (911) Service will change and will not work properly. Please advise SaaS 44 Inc. of any move to a new primary business address, or change of use of your hosted VoIP service, immediately. Call us at 647.476.3556 ext.222 or contact us.

  • Warning: If you fail to advise SaaS 44 Inc. of any address change,
    your ability to access Emergency (911) Service may be compromised
    putting you and your employees at risk.

Customer Emergency (911) Guidelines

SaaS 44° recommends that customers:

  • Ensure that every person using the VoIP phone system understands the Emergency 911 Service limitations. We suggest you incorporate this information into your employee Health and Safety Training program, Employee Manual and include it as part of any new employee orientation;
  • Affix the supplied warning stickers to your VoIP routers, switches and SIP phones;
  • Have a backup power supply, such as UPS, in the event of a power outage or an Internet outage;
  • Advise SaaS 44 Inc. immediately if you change your primary business location. If you fail to do so and you are unable to speak during a 911 call, the emergency operator may assume that you are at the last registered address;
  • Are prepared to confirm the location and call back number with the emergency operator who answers the Emergency (911) Service call as the emergency operator may not have this information;
  • Stay connected during a 911 call until you are advised to hang up by the Emergency 911 Service operator; and
  • Call Emergency 911 Service again if you are disconnected.

To access your voice mail:

  • Dial *98,
  • Key in your extension number,
  • Key in your password, and
  • Press 1 to access your voice mail.

When you are listening to your message, you may:

  • Press 4 to play a previous message,
  • Press 5 to repeat the current message,
  • Press 6 to play the next message,
  • Press 7 to delete the current message,
  • Press 8 to forward the message to another voice mailbox, or
  • Press 9 to save the message in a folder.

At any time you can:

  • Press * for Help, or
  • Press # to Exit.

Note: In order to access voice mail setup you will need to log in. By default your PIN is the same as your extension number. If your extension number is 1001, then your voice mailbox number is 1001 and your password is also 1001. Please consider changing the default PIN for your own security and privacy. Once you have successfully logged into your voice mail, you will have the option to record your unavailable message and access other options.

To set up your voice mail:

  • Dial *98,
  • Key in your extension number,
  • Key in your password (same as your extension, if this is the first time),
  • Press 0 to go to the voice mailbox options,
  • Press 1 to record your unavailable message,
  • Press the # key and follow the voice prompts to re-record
    or accept your unavailable message,
  • Press 3 to record your name,
  • Press the # key and follow the voice prompts to re-record
    or accept your name,
  • Press 4 to change your password, and
  • Press the # key and follow the voice prompts to reject
    or accept your new password.

At any time you can:

  • Press * for Help, or
  • Press # to Exit.

This outline will guide you through the setup of your Auto Attendant / Main Greeting and other greetings and messages.

The standard greeting is:

For additional greetings and messages:

The number pressed by the customer is forwarded to a specific extension:

Auto Attendant or Main Greeting

This is the first greeting your callers will hear. Customers usually have a recorded message similar to: 'Thank you for calling 'Our Company'. If you know the extension of the person you wish to reach, please dial it now. Otherwise press 1 for Sales (or Reception or your choice); 2 for our Office Hours (or your choice); 3 for our Location (or your choice); and so on.

In your Main Greeting, we suggest you include the following sentence - 'Please press the # key to search the company directory by first or last name.'

The # key option allows your callers to search the company directory simply by pressing 3 letters on the telephone key pad. For example, if your caller is looking for 'John Doe', they could press 'Joh' or '564' and for Jane Smith, they could press 'Smi' or '764'. This option works well if your company directory consists of more than 5 employees.

Record your Auto Attendant or Main Greeting:

  • Dial *44,
  • You will be prompted for your password (provided by SaaS 44°),
  • Key in the password,
  • You will hear a brief introduction,
  • Press 1 to record,
  • After the beep, start recording your main greeting, and
  • When you have finished recording, press the # key,

You now have 3 options,

  • To hear your main greeting, press 1,
  • If you are happy with it and wish to save it, press 2, or
  • If you wish to re-record your main greeting, press 3 and
    follow the prompts which will take you through the process again,
  • When you press 2, you are finished.

You can hang up or wait for the setup options to announce again to assist you in recording additional greetings or messages.

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Additional Greetings or Messages

There are 9 additional message boxes where you can record greetings and messages – your office hours, your location, daily specials and event schedules – whatever information you feel would be helpful to your customers.

Record a message or greeting:

  • Dial *44,
  • You will be prompted for your password (provided by SaaS 44°),
  • Key in the password,
  • You will hear a brief introduction,
  • Press 2 (or 3 or 4, etc.) to record,
  • After the beep, start recording your message or greeting, and
  • When you have finished recording, press the # key,

You now have 3 options,

  • To hear your new message or greeting, press 1,
  • If you are happy with it and wish to save it, press 2, or
  • If you wish to re-record your new message or greeting, press 3 and
    follow the prompts which will take you through the process again,
  • When you press 2, you are finished.

You can hang up or wait for the setup options to announce again to assist you in recording additional messages or greetings.

Note: Once you have added a new message to your inventory of messages and greetings you will need to re-record your Auto Attendant / Main Greeting to advise your customers to press the number where the new message or greeting is located.

In oder to avoid recording over an existing message or greeting that you want to save, we suggest you keep a record of what messages are in which message boxes. If you wish to change the message in a particular message box just record over it.

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Forward Caller to a Specific Extension

In your Auto Attendant / Main Greeting you may want your customers to press 1 for Reception, 2 for Sales and 3 for Shipping. If your intention is to forward the caller to a particular phone (extension) then you will need to contact us and provide us with the number the customer will press and the number of the extension where the call is to be forwarded.

When you are recording a message or greeting you can:

  • Press * for Help, or
  • Press # to Exit.

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SaaS 44° recommends the Bria softphone which is available for Windows, Mac and Linux operating systems as well as iPhones, iPads, supported Android phones and supported Android tablets.

  • Bria versions - please follow instructions at Counterpath site.

Note: If you are purchasing Bria for your smartphone or tablet you must purchase and install the optional G.729 codec license or the SaaS 44° hosted VoIP service will not work on your device.

Download and install Bria on your PC, laptop, tablet or smart phone following the instructions provided by Counterpath.

SIP account set up instructions for SaaS 44° can be found here. Please note these instructions are for PC and laptop set up. Smartphone set up is similar but will vary depending on the smartphone or tablet model and cell service provider.

All calls made or received on your Bria softphone will be considered data transfer on your internet or cell plan.

Bria Desktop SIP Account Set Up

To configure Bria to access the SaaS 44° hosted VoIP system you will need to create a SIP Account.

  • Open Bria and the softphone will appear on your desktop,
  • Place your cursor the word Bria, click and choose Account Settings, and
  • Click Add and create your SIP profile.

You will need to input the following information:

Account Settings

  • Account Name: Your Choice
  • Protocol: SIP
  • User ID: Provided by SaaS 44°
  • Domain: 207.112.15.86
  • Password: Provided by SaaS 44°
  • Authorization name: Same as User ID
  • Check the box beside Register with domain and receive incoming calls,
  • Send outbound via: Domain, and
  • Click Apply and OK.

We recommend that you leave the rest of the SIP Account settings in the default configuration.

Headset Set Up

The best user experience requires the use of a headset and a wired internet connection.

To setup your softphone for headset use:

  • Open Bria and the softphone will appear on your desktop,
  • Place your cursor on Bria, click and choose Preferences,
  • Open Devices,
  • In Headset Mode settings, make your headset is the default device from the drop down menus labelled Speaker and Microphone, and
  • Click Apply and OK.

Audio Codecs Set Up

To setup audio codecs:

  • Open Bria and the softphone will appear on your desktop,
  • Place your cursor on Bria, click and choose Preferences,
  • Open Audio Codecs, and
  • Adjust codecs in Selected Codecs to include G.729, G.711uLaw and G.711aLaw,
  • Move all other codecs to Codecs, and
  • Click Apply and OK.

Note: You must include G.729 in the list of Selected Codecs or your Bria softphone will not work with the SaaS 44° hosted VoIP system.

Option and Function Setup

There are other options you may wish to enable or disable. We suggest that if you are not sure what an option will do if it is enabled or disabled, you proceed using the default configuration. If you change the options or functionality of Bria the changes disable your phone please re-install Bria and start over. We do not provide support for Bria softphones other than to assist you with the initial set up.

User Guides and Support

There are excellent User Guides and support for all desktop and smart phone versions of Bria available at Counterpath.

There is a comprehensive guide to setting up mobile devices at the Zimbra wiki.

Yes. However, if you think what you are going to do may be in conflict with SaaS 44°'s Terms of Use, please contact us so we can discuss it with you.

SaaS 44° has created scripts and filters to identify and stop spam. These safeguards can be modified on a per mailbox basis for legitimate bulk email.

If we determine that a customer has used their account to send spam, SaaS 44° will terminate that customers contract and notify authorities, if appropriate.

One! We are serious when we say we are committed to supporting your business.

Every account requires at least one MB to allow the domain administrator to control the domain configuration and settings, and to receive email. There is no maximum number of MB's.

You can request up to 25 MB's at the time you sign up. If you require more than 25 MB's, please contact support(@)saas44.com or contact sales(@)saas44.com. We would like to opportunity to communicate with you directly as there may be ways we can assist you in making the transition from your current environment to our hosted environment more efficient and seamless.

At the present time, SaaS 44° is focusing all it's efforts and expertise on creating the best Hosted Zimbra and Hosted VoIP environments in Canada.

We have plans to add additional hosted applications when we are satisfied that we can do so without compromising the quality of our existing services. We may offer website and DNS hosting at some future time as they are complimentary to the business we are in.

For DNS hosting SaaS 44° recommends easyDNS Technologies. The owners of SaaS 44° have been in the IT business for many years and have always found easyDNS to be knowledgeable and professional.

We are not in a position to recommend a web hosting company at this time.

In order to maximize the Zimbra end user experience, an organization requires a certain level of IT expertise due to the complexity that has been introduced into the messaging architecture by mobile devices, document management, spam and virus management, the need to deliver high availability and the inclusion of new collaboration tools like wikis and Zimlets to link to third party applications like Asterisk.

Many businesses do not have this level of expertise in house and, if they do, it is most likely being used to support unique in house applications vital to the success and profitability of the organization.

Fully Managed Service

With SaaS 44°s Fully Managed Service, we manage the Zimbra IT complexity and all you have to do is enjoy the benefits. Our Fully Managed Service delivers all that Zimbra has to offer while SaaS 44° assumes responsibility for the administration and management of the customer's user population including:

  • all moves, adds, restores and changes,
  • supporting mobile devices,
  • managing spam, viruses and junk mail, and
  • all end user troubleshooting.

Hosted Service

Customers wanting to enjoy all that Zimbra has to offer but wishing to maintain full administration of user accounts as well as provide end user support support to each employee can choose SaaS 44°'s Hosted Service. While you support your employees, SaaS 44° makes Zimbra available to every end user - 24/7.

The scope of support does NOT include:

  • Troubleshooting or assisting with software or services classified by Zimbra or SaaS 44° as "beta",
  • Helping to troubleshoot or reinstall a customers operating system or unrelated application,
  • Complex transitions requiring SaaS 44°'s expertise with respect to planning and performing hands on migration of email, or
  • Programming, ZCS training or complex IT services which may, however, be available as Consulting Services. Please contact sales(@)saas44.com.

The Zimbra Collaboration Suite (ZCS) UI is available in the following languages: Chinese (Simplified and Traditional), Danish, English (UK, AU, US), French, German, Italian, Japanese, Korean, Polish, Brazilian Portuguese, Russian, Spanish, and Swedish.

Go to Preferences>General>Language and choose from the drop down menu.

SaaS 44° enables English (US) by default. If you wish Canadian English your best choice is English (UK).

Your company domain admin can change the default language by setting a new default for a given Class of Service (CoS).

Each employee user can override the company default language by selecting their language of choice.

We know that not all of our customers will want to be responsible for their own support. For them, we created a Fully Managed Services option.

Our commitment to customer success extends beyond our applications to include full and comprehensive support. If you opted for Fully Managed Services, support is available to every employee. If you opted for Hosted Services, support is only available to your authorized domain administrator.

The scope of support includes the following:

  • Emergency response based on the priority the customer assigns to tickets (from within 1 hour to 48 hours),
  • Troubleshooting and diagnostics of client side issues with respect to the ZCS web client (we recommend using the latest version of Firefox as your web browser client),
  • Troubleshooting and diagnostics of client side issues in supported mail client - Outlook 2003/2007, Eudora or Thunderbird under XP or Vista or Mac Mail, Eudora or Thunderbird under OS X 10.4 or 10.5,
  • Occasional remote control and screen sharing sessions to expedite troubleshooting,
  • Troubleshooting and diagnostics of client side issues with ZCS sync connectors and related mobile device issues,
  • Identification of the optimal resources to solve issues, such as knowledgebase articles,
  • ZCS bug identification and submission, or
  • Escalation to the Systems, Operations or Sales departments as needed.

The scope of support does NOT include the following:

  • Troubleshooting or assisting with software or services classified by Zimbra or SaaS 44° as "beta",
  • Helping to troubleshoot or reinstall a customers operating system or unrelated application,
  • Complex transitions requiring SaaS 44°'s expertise with respect to planning and performing hands on migration of email, or
  • Programming, ZCS training or complex IT services which may, however, be available as Consulting Services. Please contact sales(@)saas44.com.

Contact the SaaS 44° support team by email at support(@)saas44.com.

All Zimbra themes are available. SaaS 44 ° enables Sand (which will also appear as SAAS44 in the theme drop down menu) by default.

Every end user may override the company default theme by selecting their personal favourite at Preferences>General>Theme and making a selection from the drop down menu.

Your company domain admin can change the default theme by setting a new default for a given Class of Service (CoS). Your company domain admin may choose to disable some or all of the themes, by opening a ticket at our on line help desk and requesting the change of setting.

Your company may also choose to customize a theme by adding your logo. Just open a ticket at our on line help desk and request assistance.

We have done our very best to make most of the information you need available to you in a form that is easy to understand and use.

We suggest you start first by looking through our FAQ. It is organized by topic to help you zero in on the answer to your problem more quickly.

We also suggest you use our sites Search function, found in the top right corner of every page. Use one or more key words and the search function will search our site for relevant information.

If your problem is related with the use of or functionality of the Zimbra Collaboration Suite, please access the comprehensive Help available in the ZCS UI. Just click the "Help" button which is located in the top right hand corner.

There will be topics and issues that we have not anticipated or which require our hands on involvement. As you raise issues that we have not addressed, we will update our FAQ so that new customers will benefit from our customers experience as well as our own.

SaaS 44° backs up all user data every day for 30 days. You can recover your mailbox or documents for the previous 29 days.

Just open a support ticket at our on line help desk and ask us to restore your MB. Please include the date, or time period, you think you deleted the missing data.

We will restore your mailbox as restoreyou(@)yourcompany.com. Just login to Zimbra using restoreyou(@)yourcompany.com as your Username and your existing password, find the missing document or email and transfer it to your active mailbox. SaaS 44° will delete the restored mailbox within 48 hours.

SaaS 44° offers MB restore at no additional charge provided the service is used appropriately.

You may keep your email and data in your personal mailbox as long as you like. Our Zimbra Archiving and Discovery (ZAD) SOX Compliance service extends the storage flexibility and capability even further.

You can use the Zimbra REST interface to download a .zip file of particular directories to your desktop.

If a customer has purchased 20 GBs of storage for a given month, that becomes the customers aggregate quota.

The domain admin can then allocate that 20 GBs between mailboxes and other services in a way that maximizes the storage resources. The domain admin has the flexibility to allocate larger mailbox (MB) quotas to heavy users and smaller mailbox (MB) quotas to users who only send and receive emails occasionally. This saves you money.

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

Hackers target SIP profiles which they then use to make calls from our PBX servers and CLECs using the compromised SIP profile. The hackers preferred target is a SIP profile that can make International Long Distance calls. They then sell access to the SIP profile to callers who then make International Long Distance calls. Most of these calls will be made to locations where the per minute cost is high – for example – parts of Africa and Eastern Europe. If it was your SIP profile that has been compromised you will be billed by SaaS 44 for the calls that were made.

While SaaS 44 monitors its systems and call traffic 24/7, we are only able to respond after a SIP profile has been compromised. Once we are alerted of the unusual activity, we identify the compromised SIP profile and we disable it. This may take an hour or more. In that time, the hacker may make calls costing you hundreds of dollars.

Our CLECs also monitor for unusual activity on our trunks. They advise and may disable our trunks from making International Long Distance calls. The result is that because of the compromise of one SIP profile all our customers will temporarily lose the ability to make International Long Distance calls.

Once your compromised SIP profile has been disabled, we proceed as follows:

To test to see if your phone has service:

  • We may, at our discretion, disable the International Long Distance feature on all of a customers SIP profiles (extensions) .
  • We will advise the customer that a SIP profile has been compromised and the action we have taken.
  • We will, as soon as possible after the event, prepare an invoice for the International Long Distance calls and charge the customers credit card.
  • When payment is received, we will re-enable the International Long Distance feature on all of a customers SIP profiles (extensions).

Note: Failure to pay the invoice for International Long Distance calls may, at the sole discretion of SaaS 44, result in the suspension of your phone service.

Test (2)

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.

Dial *43 on the phone dial pad.

Follow the voice prompts.

No echo (your voice returns to you instantly) is good = low latency.

The greater the time the echo takes coming back to you, the greater the latency.

If the latency is above 200 ms, the voice quality of your voice, as heard by the person you are calling, may be poor.

As the latency increases to 300 ms+, the voice quality of your voice as heard by the person you are calling as well as what you hear them saying, may be poor.

When the latency reaches 400 ms+, calls will be dropped.

Poor voice quality is usually the result of issues on your LAN and/or WAN infrastructure.

VoIP (24)

A 'No Service' error message on your Aastra phone may be a 'true' message or a 'false' message. It was 'true' at the time the phone created the error message but the phone may have reestablished service prior to the error message being replaced with the normal phone display (your name and ext number).

The 'No Service' error message is usually the result of a temporary loss of Internet connectivity. It could only be for several milliseconds (ms) or 1/2 second. This will not be obvious to you on your computer even if you are surfing or sending and/or receiving email. The processes on your computer will just be a bit slower but it would be unusual for you to even notice the change in speed.

Your phones is configured to call and register with our PBX server every 60 seconds. It should re-register on its own. When it does, the 'No Service' error message will be replaced by the normal phone display. Sometimes the phone will take 2 cycles - or 120 seconds to re-register.

To test to see if your phone has service:

  • Dial *55. If you hear Music on Hold, your phone has service.
  • If you do NOT hear Music on Hold, wait 60 seconds and Dial *55 again. If you hear Music on Hold, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone' >
  • Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.

There are two ways to locate your phones MAC address.

The first method is to turn tour phone over. The MAC Address on the sticker with 3 numbers and 3 barcodes. Its the bottom series of digits and looks like: '00085DXXXXXX.'

The second method is to:

  • Press the Wrench Symbol (Options) >
  • Scroll to 'Phone Status' > Select
  • Select 'IP & MAC Addresses' >
  • Scroll to 'MAC Address' - will look like '00085DXXXXXX'.

The error message 'Network Disconnected' on your phone display means your phone is not connected to the Local Area Network (LAN).

First, check that the Ethernet cable connection on the back of your phone is plugged in. Its best to unplug the Ethernet cable and then plug it back in (to the LAN port) to be sure.

Then check that the Ethernet cable connection to the wall port (or router) is plugged in. Its best to unplug the Ethernet cable from the wall port (or router) and then plug it back in (to the LAN port) to be sure.

If the error message does not change back to you normal phone display (usually name and ext number), please contact the IT person (company) who is responsible for supporting your Local Area Network (LAN).

Dial *43 on the phone dial pad.

Follow the voice prompts.

No echo (your voice returns to you instantly) is good = low latency.

The greater the time the echo takes coming back to you, the greater the latency.

If the latency is above 200 ms, the voice quality of your voice, as heard by the person you are calling, may be poor.

As the latency increases to 300 ms+, the voice quality of your voice as heard by the person you are calling as well as what you hear them saying, may be poor.

When the latency reaches 400 ms+, calls will be dropped.

Poor voice quality is usually the result of issues on your LAN and/or WAN infrastructure.

The find the IP address of your Aastra phone:

  • Press the Wrench Symbol (Options) >
  • Scroll to 'Phone Status' > Select
  • Select 'IP & MAC Addresses' >
  • Scroll to 'IP Address' - will look usually look like '192.168.1.XXX' or similar.

Shared Network

  1. Unplug the electricity from the modem, the router and the phone(s),
  2. Disconnect the Ethernet cable between the modem and the router,
  3. Shutdown all computers and other appliances (printers, etc.) connected to
    the network (LAN),
  4. Let everything sit for a 3 minutes,
  5. Plug the electricity into the modem and wait a minute,
  6. Plug the electricity into the router and wait a minute,
  7. Reconnect the Ethernet cable between the router and the modem and wait a
    minute,
  8. Plug the electricity into the phone(s) and the phone(s) will reboot, and
  9. Dial *55 on the phone(s). You should hear Music on Hold.

If you do not hear Music on Hold, email support(@)saas44.com.

  1. Turn on the computers and other appliances on the network (LAN).

Dedicated VoIP Network

  1. Unplug the electricity from the modem, the router and the phone(s),
  2. Disconnect the Ethernet cable between the modem and the router,
  3. Let everything sit for a 3 minutes,
  4. Plug the electricity into the modem and wait a minute,
  5. Plug the electricity into the router and wait a minute,
  6. Reconnect the Ethernet cable between the router and the modem and wait a
    minute,
  7. Plug the electricity into the phone(s) and the phone(s) will reboot, and
  8. Dial *55 on the phone(s). You should hear Music on Hold.

If you do not hear Music on Hold, email support(@)saas44.com.

Prices are in Canadian dollars and do not include applicable taxes.

Prices are subject to change without prior notice.

ABCDEFGHIJKLMNOPQRSTUVWYZ

 Country Reg. Mob.   Country Reg. Mob. 
 
A
 
Afghanistan 0.90 1.29 Antigua / Barbuda 0.24 0.24
Albania 0.20 0.32 Argentina 0.08 0.27
Algeria 0.24 0.28 Armenia 0.15 0.36
American Samoa 0.15 0.15 Aruba 0.24 0.32
Andorra 0.10 0.39 Ascension Is. 1.19
Angola 0.25 0.41 Australia 0.04 0.28
Anguilla 0.24 0.29 Austria 0.04 0.41
Antarctica – Casey 1.69 Azerbaijan 0.27 0.31
Antarctica – Scott 2.79
 
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B
 
Bahamas 0.12 0.10 Bolivia 0.16 0.20
Bahrain 0.29 0.27 Bosnia & Herzegovina 0.27 0.47
Bangladesh 0.21 0.12 Botswana 0.16 0.44
Barbados 0.26 0.36 Brazil 0.10 0.22
Belarus 0.37 0.40 British Virgin Is. 0.22
Belgium 0.04 0.54 Brunei 0.12 0.12
Belize 0.28 0.37 Bulgaria 0.14 0.41
Benin 0.19 0.32 Burkina Faso 0.31 0.44
Bermuda 0.14 0.14 Burundi 0.18 0.29
Bhutan 0.28 0.28
 
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C
 
Cambodia 0.41 0.14 Comoros/Mayotte Is. 0.55 0.55
Cameroon 0.29 0.33 Congo 0.22 0.20
Cape Verde Is. 0.44 0.41 Cook Is. 0.99 1.03
Cayman Is. 0.20 0.49 Costa Rica 0.11 0.11
Central African Rep. 0.96 Croatia 0.11 0.32
Chad 0.41 0.37 Cuba 1.59 1.50
Chile 0.05 0.27 Curacao 0.22 0.24
China 0.04 0.04 Cyprus (South) 0.10 0.22
Christmas Is. 0.88 Cyprus (North) 0.22 0.36
Cocos Is. 0.88 Czech Republic 0.06 0.28
Colombia 0.12 0.23
 
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 Country Reg. Mob.   Country Reg. Mob. 
 
D
 
Denmark 0.06 0.35 Dominica 0.28 0.36
Diego Garcia 1.61 Dominican Republic 0.15 0.23
Djibouti 0.61 0.62 Dubai 0.36 0.36
 
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E
 
East Timor 1.02 1.89 Equatorial Guinea 0.36 0.33
Ecuador 0.20 0.42 Eritrea 1.29
Egypt 0.27 0.23 Estonia 0.09 0.58
El Salvador 0.15 0.18 Ethiopia 0.48 0.48
 
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F
 
Falkland Is. 1.21 France 0.04 0.27
Faroe Is. 0.34 0.25 French Guiana 0.25 0.37
Fiji 0.38 0.41 French Polynesia 0.35 0.32
Finland 0.07 0.30
 
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G
 
Gabon 0.19 0.22 Grenada 0.30 0.44
Gambia 0.48 0.48 Guadeloupe 0.12 0.49
Georgia 0.15 0.25 Guam 0.10
Germany 0.04 0.40 Guantanamo Bay 1.49
Ghana 0.16 0.25 Guatemala 0.19 0.20
Gibraltar 0.20 0.35 Guinea 0.24 0.26
Greece 0.05 0.29 Guinea-Bissau 1.09 1.09
Greenland 0.74 0.77 Guyana 0.45 0.45
 
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 Country Reg. Mob.   Country Reg. Mob. 
 
H
 
Haiti 0.43 0.39 Hong Kong 0.04 0.04
Honduras 0.48 0.48 Hungary 0.08 0.39
 
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I
 
Iceland 0.10 0.37 Ireland 0.06 0.39
India 0.19 0.23 Israel 0.09 0.21
Indonesia 0.15 0.22 Italy 0.04 0.49
Iran 0.20 0.41 Ivory Coast 0.25 0.31
Iraq 0.49 0.45
 
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J
 
Jamaica 0.24 0.37 Jordan 0.23 0.28
Japan 0.06 0.24
 
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K
 
Kazakhstan 0.22 0.24 Kosovo 0.14 0.39
Kenya 0.31 0.46 Kosovo / Monaco 0.33
Kiribati / Gilbert Is. 1.19 1.19 Kuwait 0.15 0.19
Korea (North) 0.81 Kyrgyzstan 0.18 0.16
Korea (South) 0.06 0.11
 
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 Country Reg. Mob.   Country Reg. Mob. 
 
L
 
Laos 0.16 0.16 Libya 0.36 0.37
Latvia 0.20 0.33 Liechtenstein 0.11 0.89
Lebanon 0.18 0.33 Lithuania 0.15 0.29
Lesotho 0.37 0.41 Luxembourg 0.08 0.37
Liberia 0.43 0.45
 
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M
 
Macau 0.10 0.10 Mexico 0.15 0.29
Macedonia 0.25 0.39 Micronesia 0.41
Madagascar 0.35 0.35 Midway Is. 3.23
Malawi 0.24 0.29 Moldova 0.20 0.31
Malaysia 0.07 0.10 Monaco 0.11 0.29
Maldives 0.39 0.37 Monaco / Kosovo 0.59
Mali 0.31 0.41 Mongolia 0.31 0.31
Malta 0.22 0.59 Montenegro 0.37 0.58
Marshall Is. 0.49 Montserrat 0.29 0.27
Martinique / Fr. Antilles 0.15 0.51 Morocco 0.31 0.44
Mauritania 0.39 0.36 Mozambique 0.21 0.29
Mauritius 0.29 0.23 Myanmar 0.53 0.49
Mayotte Is. / Comoros 0.49 0.49
 
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N
 
Namibia 0.19 0.37 New Zealand 0.04 0.38
Nauru 1.89 2.69 Nicaragua 0.25 0.49
Nepal 0.51 0.51 Niger 0.21 0.21
Netherlands 0.04 0.41 Nigeria 0.15 0.36
Neth. Antilles 0.22 0.24 Niue Island 1.39 1.49
Neth. Antilles - Curacao 0.22 0.24 North Korea 0.88
Neth. Antilles - St. Maarten 0.22 0.24 Norfolk Is. 1.99 1.99
Nevis & St. Kitts 0.29 0.29 Norway 0.06 0.29
New Caledonia 0.46 0.42
 
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O
 
Oman 0.31 0.29
 
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 Country Reg. Mob.   Country Reg. Mob. 
 
P
 
Pakistan 0.29 0.33 Peru 0.12 0.39
Palau 0.69 Philippines 0.21 0.29
Palestine – Pal Tel 0.36 0.33 Pitcairn Is. 15.84       
Palestine 0.29 0.39 Poland 0.02 0.39
Panama 0.15 0.23 Portugal 0.04 0.48
Papua New Guinea 1.29 0.99 Puerto Rico 0.04
Paraguay 0.25 0.22
 
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Q
 
Qatar 0.39 0.49
 
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R
 
Reunion Is. 0.24 0.44 Russia 0.14 0.10
Romania 0.16 0.39 Rwanda 0.22 0.20
 
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S
 
Saipan / Mariana Is. 0.09 0.09 Spain 0.04 0.38
San Marino 0.09 0.19 Sri Lanka 0.23 0.19
Sao Tome & Principe 1.59 1.59 St. Helena 1.29
Saudi Arabia 0.29 0.34 St. Kitts & Nevis 0.29 0.29
Senegal 0.28 0.32 St. Lucia 0.29 0.36
Serbia 0.16 0.39 St. Maarten 0.22 0.24
Seychelles 0.20 0.24 St. Pierre & Miquelon 0.37 0.37
Sierra Leone 0.40 0.37 St. Vincent 0.28 0.36
Singapore 0.02 0.02 Sudan 0.31 0.99
Slovakia 0.14 0.33 Suriname 0.36 0.38
Slovenia 0.11 0.48 Swaziland 0.31 0.29
Solomon Is. 1.25 1.25 Sweden 0.02 0.48
Somalia 1.17 0.81 Switzerland 0.04 0.48
South Africa 0.12 0.29 Syria 0.49 0.48
South Korea 0.06 0.11
 
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 Country Reg. Mob.   Country Reg. Mob. 
 
T
 
Taiwan 0.04 0.15 Trinidad & Tobago 0.18 0.29
Tajikistan 0.25 0.22 Tunisia 0.33 0.33
Tanzania 0.37 0.37 Turkey 0.19 0.36
Thailand 0.15 0.15 Turkey – North Cyprus 0.19 0.36
Togo 0.26 0.28 Turkmenistan 0.25 0.22
Tokelau 3.99 3.99 Turks & Caicos 0.23 0.23
Tonga 0.59 0.31 Tuvalu 1.29 1.29
 
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U
 
Uganda 0.18 0.18 Uruguay 0.15 0.36
Ukraine 0.16 0.20 U.S. Virgin Is. 0.08
United Arab Emirates 0.37 0.36 Uzbekistan 0.17 0.15
United Kingdom 0.04 0.44
 
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V
 
Vanuatu 0.99 0.89 Vietnam 0.36 0.29
Vatican City 0.06 Virgin Is. (Br.) 0.22
Venezuela 0.10 0.29 Virgin Is. (U.S.) 0.07
 
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W
 
Wake Is. 1.79 Western Samoa 0.67 0.63
Wallis & Futuna 1.16
 
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Y
 
Yemen 0.24 0.25
 
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Z
 
Zaire 0.48 0.49 Zimbabwe 0.14 0.46
Zambia 0.14 0.35 Zanzibar 1.39

Yes. We offer Toll Free numbers for both Canada and the US.

A Toll Free number is an inexpensive way:

  • To track responses to specific ads and mailings. You will know exactly how many calls a particular campaign has generated in order to maximize your marketing strategy.
  • To project a professional image and improve your customers perception of your company.
  • To allow travelling employees to call into the office. No more expense accounts, no more reimbursements. Save time and money.

Yes. International Toll Free numbers allow you to create an international country specific toll free number that is forwarded to your local Toll Free number or a designated local number. Offer your international customers the ability to simplify their telecommunications.

The following country specific International Toll Free numbers are available:

Australia Hong Kong Mexico Spain
Austria Hungary Netherlands Sweden
Belgium Ireland New Zealand Switzerland
Denmark Israel Norway Taiwan
Finland Italy Portugal United Kingdom
France Japan South Africa Venezuela
Germany Malaysia South Korea

PoE or Power over Ethernet technology describes a system of transferring electrical power, along with data, to IP phones over standard twisted pair cable in an ethernet network where it would be inconvenient or expensive to supply electrical power separately. It often doesn't require modification of existing ethernet cabling infrastructure.

Most of the Aastra phone models we offer are 'PoE ready' which means they offer a customer a choice of electrical power options. Some models are shipped with with an AC Adapter included while others require an optional AC Adapter. You may see which models offer which options by going to Phone Pricing.

An 'AC Adapter' equipped phone will receive it's electrical power from an AC Adapter which is plugged into a conventional electrical outlet. The Internet connection to the phone is supplied by an ethernet connection identical to that which is used to connect your PC or laptop to the Internet.

In order for your 'POE' phone to receive electrical power, you will need a PoE switch. Your phone will connect to the PoE switch and receive it's electrical power and access to the Internet from the same Ethernet cable.

Before ordering phones, you should decide how you are going to power your phones to make sure the phones you purchase will meet your needs. All the Aastra phones we offer provide you with complete flexibility. However, it is important that all the additional hardware required is included so your system will be fully functional.

If you have any questions, please contact us.

A conference extension is a dedicated extension whose only function is to facilitate conference calls. It has no voice mail or other functionality. The conference extension may be virtual or connected to a conference phone.

To access a conference call you will need:

  • The conference extension number, and
  • The conference extension password.

Let's assume the conference extension number is 100 and the conference extension password is 1000.

If you want to join a company conference call from your personal extension, just dial the conference extension number (100) from your personal extension, key in the conference extension password (1000), provide your name and you have joined the conference call.

If you want to invite a customer to join a company conference call or you want to join a company conference call and you are away from the office; just dial the company phone number, the conference extension number (100), key in the conference extension password (1000), provide your name and you have joined the conference call.

Make sure you provide the person you invite to a conference call with the conference extension number and password in advance.

If there is a problem with your Internet connection, callers will be able to access your Auto Attendant and leave you a voice mail. Customers will not be inconvenienced in any way and you will not miss any calls. Once your Internet connection is restored, you will be able to access your saved voice mail.

SaaS 44° extensions only allow calls to be made within North America. This is a security feature for our customers as International phone calls, particularly when made to mobile phones, can be very expensive. We don't want our customers to receive large and unexpected phone bills.

If you wish to make long distance calls outside North America, we can enable International Long Distance on all your phones or for specific extensions. Please contact us.

When you purchase an Aastra SIP phone from SaaS 44°, we program (provision) the phone to recognize the end user before the phone is shipped. When you receive the phone, all you have to do is set it up. It will automatically find the network and boot itself up. Once the process is completed, your name and extension number should appear in the display.

There two common causes for SIP phone failure.

The first reason is that your phone may not be plugged into a live power source - whether it is powered by an AC adapter or PoE. Please check that all your power connections and the power source itself are in working order. If you have a dial tone, you have power.

The second reason is that your phone does not have access to the Internet.

If your phone is using the same network as your PC or laptop, and you can access the Internet from your computer, the problem is likely your phone. If you have a softphone installed on your PC or laptop, you can also try it to see if it is operational. If the softphone works and your phone does not, the problem is likely your phone. You can also try another working phone on your network (LAN) connection. If the substituted phone works, the problem is likely your phone. If the substituted phone does not work, the problem is likely the network (LAN) connection.

If your phone is on a dedicated network (LAN) it is a bit harder to determine whether you have access to the Internet. First check whether another phone attached to the same dedicated network (LAN) is also down. If it is, the problem is most likely the dedicated network (LAN) connections or it may also be a lack of service from your Internet Service Provider (ISP). You can check this by plugging the network cable from your phone into a laptop or PC and checking whether or not you can access the Internet. If you can access the Internet on your laptop or PC, the problem is likely your phone. If not, it is likely a problem with the dedicated VoIP network (LAN) or the Internet Service Provider (ISP).

We suggest you wait 15 or 20 minutes and then check your phone again. There are short Internet outages or other system problems over which you have no control and that are often resolved on their own within a few minutes

Once you have done all of the above and the problem has not been resolved, please contact us and we will replace the phone free of charge.

Emergency (911) Service Calls and SaaS 44° Hosted VoIP

Your SaaS 44° hosted VoIP phone system appears to operate like a traditional land line phone system. However, your hosted VoIP phone system is different as it is connected to the Internet. There are several critical issues to consider with respect to making Emergency (911) Service calls.

Emergency (911) Service

If you dial 911, you will be automatically routed to a specialized call centre that handles emergency calls. This call centre is not the Public Safety Answering Point (PSAP) that would answer a traditional land line emergency (911) call.

  • Please Note: You will be required to provide your name, telephone number,
    unit or suite number and street address to the call centre operator.

Emergency (911) Service Access

Emergency (911) Service may not be available if your Internet connection is down or your hosted VoIP service is not available. This can happen if there is power failure at your location. Emergency (911) Service may also not be available if you are calling from outside Canada.

If you change the primary business address, your access to Emergency (911) Service will change and will not work properly. Please advise SaaS 44 Inc. of any move to a new primary business address, or change of use of your hosted VoIP service, immediately. Call us at 647.476.3556 ext.222 or contact us.

  • Warning: If you fail to advise SaaS 44 Inc. of any address change,
    your ability to access Emergency (911) Service may be compromised
    putting you and your employees at risk.

Customer Emergency (911) Guidelines

SaaS 44° recommends that customers:

  • Ensure that every person using the VoIP phone system understands the Emergency 911 Service limitations. We suggest you incorporate this information into your employee Health and Safety Training program, Employee Manual and include it as part of any new employee orientation;
  • Affix the supplied warning stickers to your VoIP routers, switches and SIP phones;
  • Have a backup power supply, such as UPS, in the event of a power outage or an Internet outage;
  • Advise SaaS 44 Inc. immediately if you change your primary business location. If you fail to do so and you are unable to speak during a 911 call, the emergency operator may assume that you are at the last registered address;
  • Are prepared to confirm the location and call back number with the emergency operator who answers the Emergency (911) Service call as the emergency operator may not have this information;
  • Stay connected during a 911 call until you are advised to hang up by the Emergency 911 Service operator; and
  • Call Emergency 911 Service again if you are disconnected.

To access your voice mail:

  • Dial *98,
  • Key in your extension number,
  • Key in your password, and
  • Press 1 to access your voice mail.

When you are listening to your message, you may:

  • Press 4 to play a previous message,
  • Press 5 to repeat the current message,
  • Press 6 to play the next message,
  • Press 7 to delete the current message,
  • Press 8 to forward the message to another voice mailbox, or
  • Press 9 to save the message in a folder.

At any time you can:

  • Press * for Help, or
  • Press # to Exit.

Note: In order to access voice mail setup you will need to log in. By default your PIN is the same as your extension number. If your extension number is 1001, then your voice mailbox number is 1001 and your password is also 1001. Please consider changing the default PIN for your own security and privacy. Once you have successfully logged into your voice mail, you will have the option to record your unavailable message and access other options.

To set up your voice mail:

  • Dial *98,
  • Key in your extension number,
  • Key in your password (same as your extension, if this is the first time),
  • Press 0 to go to the voice mailbox options,
  • Press 1 to record your unavailable message,
  • Press the # key and follow the voice prompts to re-record
    or accept your unavailable message,
  • Press 3 to record your name,
  • Press the # key and follow the voice prompts to re-record
    or accept your name,
  • Press 4 to change your password, and
  • Press the # key and follow the voice prompts to reject
    or accept your new password.

At any time you can:

  • Press * for Help, or
  • Press # to Exit.

This outline will guide you through the setup of your Auto Attendant / Main Greeting and other greetings and messages.

The standard greeting is:

For additional greetings and messages:

The number pressed by the customer is forwarded to a specific extension:

Auto Attendant or Main Greeting

This is the first greeting your callers will hear. Customers usually have a recorded message similar to: 'Thank you for calling 'Our Company'. If you know the extension of the person you wish to reach, please dial it now. Otherwise press 1 for Sales (or Reception or your choice); 2 for our Office Hours (or your choice); 3 for our Location (or your choice); and so on.

In your Main Greeting, we suggest you include the following sentence - 'Please press the # key to search the company directory by first or last name.'

The # key option allows your callers to search the company directory simply by pressing 3 letters on the telephone key pad. For example, if your caller is looking for 'John Doe', they could press 'Joh' or '564' and for Jane Smith, they could press 'Smi' or '764'. This option works well if your company directory consists of more than 5 employees.

Record your Auto Attendant or Main Greeting:

  • Dial *44,
  • You will be prompted for your password (provided by SaaS 44°),
  • Key in the password,
  • You will hear a brief introduction,
  • Press 1 to record,
  • After the beep, start recording your main greeting, and
  • When you have finished recording, press the # key,

You now have 3 options,

  • To hear your main greeting, press 1,
  • If you are happy with it and wish to save it, press 2, or
  • If you wish to re-record your main greeting, press 3 and
    follow the prompts which will take you through the process again,
  • When you press 2, you are finished.

You can hang up or wait for the setup options to announce again to assist you in recording additional greetings or messages.

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Additional Greetings or Messages

There are 9 additional message boxes where you can record greetings and messages – your office hours, your location, daily specials and event schedules – whatever information you feel would be helpful to your customers.

Record a message or greeting:

  • Dial *44,
  • You will be prompted for your password (provided by SaaS 44°),
  • Key in the password,
  • You will hear a brief introduction,
  • Press 2 (or 3 or 4, etc.) to record,
  • After the beep, start recording your message or greeting, and
  • When you have finished recording, press the # key,

You now have 3 options,

  • To hear your new message or greeting, press 1,
  • If you are happy with it and wish to save it, press 2, or
  • If you wish to re-record your new message or greeting, press 3 and
    follow the prompts which will take you through the process again,
  • When you press 2, you are finished.

You can hang up or wait for the setup options to announce again to assist you in recording additional messages or greetings.

Note: Once you have added a new message to your inventory of messages and greetings you will need to re-record your Auto Attendant / Main Greeting to advise your customers to press the number where the new message or greeting is located.

In oder to avoid recording over an existing message or greeting that you want to save, we suggest you keep a record of what messages are in which message boxes. If you wish to change the message in a particular message box just record over it.

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Forward Caller to a Specific Extension

In your Auto Attendant / Main Greeting you may want your customers to press 1 for Reception, 2 for Sales and 3 for Shipping. If your intention is to forward the caller to a particular phone (extension) then you will need to contact us and provide us with the number the customer will press and the number of the extension where the call is to be forwarded.

When you are recording a message or greeting you can:

  • Press * for Help, or
  • Press # to Exit.

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SaaS 44° recommends the Bria softphone which is available for Windows, Mac and Linux operating systems as well as iPhones, iPads, supported Android phones and supported Android tablets.

  • Bria versions - please follow instructions at Counterpath site.

Note: If you are purchasing Bria for your smartphone or tablet you must purchase and install the optional G.729 codec license or the SaaS 44° hosted VoIP service will not work on your device.

Download and install Bria on your PC, laptop, tablet or smart phone following the instructions provided by Counterpath.

SIP account set up instructions for SaaS 44° can be found here. Please note these instructions are for PC and laptop set up. Smartphone set up is similar but will vary depending on the smartphone or tablet model and cell service provider.

All calls made or received on your Bria softphone will be considered data transfer on your internet or cell plan.

Bria Desktop SIP Account Set Up

To configure Bria to access the SaaS 44° hosted VoIP system you will need to create a SIP Account.

  • Open Bria and the softphone will appear on your desktop,
  • Place your cursor the word Bria, click and choose Account Settings, and
  • Click Add and create your SIP profile.

You will need to input the following information:

Account Settings

  • Account Name: Your Choice
  • Protocol: SIP
  • User ID: Provided by SaaS 44°
  • Domain: 207.112.15.86
  • Password: Provided by SaaS 44°
  • Authorization name: Same as User ID
  • Check the box beside Register with domain and receive incoming calls,
  • Send outbound via: Domain, and
  • Click Apply and OK.

We recommend that you leave the rest of the SIP Account settings in the default configuration.

Headset Set Up

The best user experience requires the use of a headset and a wired internet connection.

To setup your softphone for headset use:

  • Open Bria and the softphone will appear on your desktop,
  • Place your cursor on Bria, click and choose Preferences,
  • Open Devices,
  • In Headset Mode settings, make your headset is the default device from the drop down menus labelled Speaker and Microphone, and
  • Click Apply and OK.

Audio Codecs Set Up

To setup audio codecs:

  • Open Bria and the softphone will appear on your desktop,
  • Place your cursor on Bria, click and choose Preferences,
  • Open Audio Codecs, and
  • Adjust codecs in Selected Codecs to include G.729, G.711uLaw and G.711aLaw,
  • Move all other codecs to Codecs, and
  • Click Apply and OK.

Note: You must include G.729 in the list of Selected Codecs or your Bria softphone will not work with the SaaS 44° hosted VoIP system.

Option and Function Setup

There are other options you may wish to enable or disable. We suggest that if you are not sure what an option will do if it is enabled or disabled, you proceed using the default configuration. If you change the options or functionality of Bria the changes disable your phone please re-install Bria and start over. We do not provide support for Bria softphones other than to assist you with the initial set up.

User Guides and Support

There are excellent User Guides and support for all desktop and smart phone versions of Bria available at Counterpath.

A softphone is a software program for making telephone calls over the Internet using a PC or laptop rather than using a SIP phone. A softphone is designed to behave like a traditional telephone, sometimes appearing as an image of a phone on your desktop, with a display panel and buttons with which the user interacts. A softphone is usually used with a headset connected to the sound card of the PC, or with a USB phone.

Softphone Download and Installation

Softphone Setup

An IP phone uses Voice over Internet technologies allowing telephone calls to be made over an IP network such as the Internet instead of the ordinary PSTN system. Calls can made over the Internet or over a private IP Network. The phones use Session Initiation Protocol (SIP). An IP phone can be a software based softphone or a purpose built hardware device that looks and operates like an ordinary telephone or cordless phone.

SaaS 44° features Aastra SIP Phones as we feel they offer the best value and performance available. Aastra products have been specifically engineered to operate on our hosted VoIP infrastructure. Our goal is to provide you with the best sound quality and SIP functionality.

WiFi (1)

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

SIP hard phones phones are computers and softphones are applications on computers. They operate on your LAN or on your portable devices outside your LAN. You must put security measures and policies in place to prevent the phones and softphones from being 'hacked' and their SIP profiles from being compromised.

SIP phones must be installed behind a firewall.

If your phone is a hard phone (Aastra SIP phone) and it is installed on your LAN, you must verify that the router on that LAN has its firewall device enabled. In addition, if your router is providing wireless connectivity to the LAN, you must secure the wireless connection with WAP2 and the security password should be a least 18 randomly generated digits (combination of numbers, small cap and large cap letters and symbols) long.

Larger customers may have specialized firewall appliances which will be managed by their IT staff or IT network support provider. If that is the case, we will supply SaaS 44 Firewall Settings documentation.

A note of caution. Many Internet Service Providers (ISPs) provide appliances that are a combination modem and router (often referred to as a Gateway). We do not recommend these appliances. We advise you have the ISP turn the device on to bridge mode or advise you how to make that modification to the appliance they supplied. We then suggest you purchase a Linksys router (they are VoIP friendly, others are not) and have your IT staff set it up in the manner described above.

Softphone applications like Bria provide a different challenge as they are usually installed on laptops (Windows, MAC OS and Linux) and/or smart phones (Android, iPhone).

If your softphone is installed on a laptop which you will be using outside your secure office environment, you must have a firewall enabled on the laptop. Most reputable Antivirus applications (Kaspersky, Norton, McAfee, Trend Micro) come with a firewall which you can set up to provide protection for your laptop wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your laptop. We also suggest your softphone only be turned on when you are using it or expecting a call.

If your softphone is installed on a smart phone, you MUST have a firewall enabled. We do not recommend the Windows firewall. Kaspersky and others provide mobile security applications that include a firewall which you can set up to provide protection for your smart phone wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your smart phone. We also suggest your softphone only be turned on when you are using it or expecting a call.

While no LAN (or portable device with Antivirus and a firewall) is ever 100% secure, if you follow the suggestions above you will be substantially reducing the risk of your hard phone or softphone being 'hacked' and your SIP profile from being compromised.

Wireless (1)

Customers are responsible for securing the SIP profiles on their hard phones and softphones against attack from hackers. If a hacker compromises and hijacks one of your SIP profiles (extensions), you will be responsible for the cost of all calls made using the hijacked extension.

SIP hard phones phones are computers and softphones are applications on computers. They operate on your LAN or on your portable devices outside your LAN. You must put security measures and policies in place to prevent the phones and softphones from being 'hacked' and their SIP profiles from being compromised.

SIP phones must be installed behind a firewall.

If your phone is a hard phone (Aastra SIP phone) and it is installed on your LAN, you must verify that the router on that LAN has its firewall device enabled. In addition, if your router is providing wireless connectivity to the LAN, you must secure the wireless connection with WAP2 and the security password should be a least 18 randomly generated digits (combination of numbers, small cap and large cap letters and symbols) long.

Larger customers may have specialized firewall appliances which will be managed by their IT staff or IT network support provider. If that is the case, we will supply SaaS 44 Firewall Settings documentation.

A note of caution. Many Internet Service Providers (ISPs) provide appliances that are a combination modem and router (often referred to as a Gateway). We do not recommend these appliances. We advise you have the ISP turn the device on to bridge mode or advise you how to make that modification to the appliance they supplied. We then suggest you purchase a Linksys router (they are VoIP friendly, others are not) and have your IT staff set it up in the manner described above.

Softphone applications like Bria provide a different challenge as they are usually installed on laptops (Windows, MAC OS and Linux) and/or smart phones (Android, iPhone).

If your softphone is installed on a laptop which you will be using outside your secure office environment, you must have a firewall enabled on the laptop. Most reputable Antivirus applications (Kaspersky, Norton, McAfee, Trend Micro) come with a firewall which you can set up to provide protection for your laptop wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your laptop. We also suggest your softphone only be turned on when you are using it or expecting a call.

If your softphone is installed on a smart phone, you MUST have a firewall enabled. We do not recommend the Windows firewall. Kaspersky and others provide mobile security applications that include a firewall which you can set up to provide protection for your smart phone wherever you are.

Additional security can be achieved by not enabling the 'always on' feature when you install the softphone application on your smart phone. We also suggest your softphone only be turned on when you are using it or expecting a call.

While no LAN (or portable device with Antivirus and a firewall) is ever 100% secure, if you follow the suggestions above you will be substantially reducing the risk of your hard phone or softphone being 'hacked' and your SIP profile from being compromised.