Phone

Instructions are provided for softphones (web-based) and physical phones. Be sure to refer to the proper instructions for your type of phone.

Voicemail

Log into: https://voice.kaplaninc.com/ to check your messages.

Softphone

Use these instructions if you have been provisioned with a softphone.

Registration

LOGIN TO SOFTPHONE

  1. To begin, use Chrome Browser (only), and connect to: https://genwebphone.kaplaninc.com/webrtc_client/#/. (Note: Chrome is Required.)

  2. When registering the WebRTC client,

    1. Username: enter the Genesys Place Number as the Username and

    2. Password: the Special 12-digit Softphone password.

This information, Softphone UID/PWD, will be communicated to you via email at your Kaplan email account.

  1. The Display Name should be your name. Keep in mind DisplayName will show up on any internal call as well as in logs.

  2. Leave Authentication Name Blank

  3. Don't access or change anything in the Advanced Options section.

  4. Press "REGISTER".

  5. Verify SoftPhone can access your local computer microphone. You may be prompted to click Allow.

  6. Use this Guide to test your SoftPhone Setup. Softphone Test Guide.

Initial View

AFTER LAUNCH

1. You'll see a keypad when successfully registered.

2. Once registered, open WDE or the Kaplan Agent Toolbar and log in as normal using your Genesys Place Number.

3. Unless logged in with WDE or the Kaplan Agent Toolbar, outbound calls are limited to the IT Help Desk. To call the IT Help Desk - Using the keypad of the softphone, dial 4444 and the call will be routed to the IT Help Desk.

A couple items to note:

  • Important: Only use the SoftPhone from your LOCAL computer (this is the computer you sit in front of at your work from home residence)...do NOT LAUNCH Softphone on your Azure VDI Remote Desktop Session.

  • If using Firefox, when initiating a call from the toolbar/WDE (3PCC) your client will ring momentarily and then auto answer BUT it will not call out until you click on the web page and bring it to focus. This does not happen with Chrome.

  • When calling out from the keypad of the webphone page (1PCC) the ringback sounds like a beep every few seconds until the call is answered. When calling from Genesys client, the ringback sounds like a normal outbound ring. We may update the audiofile so they both sound the same but people shouldn't be calling out from the webphone.

  • When the first call is made, the page will prompt to choose which microphone to use. If you do not select to remember the device, it will ask you every time and the call will not continue until one is selected.

  • The playback (speaker) device is not selectable from the webphone page. Additionally, the device that is used is NOT the communication device but rather the system default audio device.


For additional details, see Using SoftPhone: AudioCodes WebRTC.


For troubleshooting steps, see Troubleshooting AudioCodes Softphone issues

Physical phone

Use these setup instructions if you have been provided a physical phone from Kaplan.

The Kaplan phone uses Voice Over Internet Protocol (VoIP) to take and place phone calls. The phone connects to your computer and interfaces with systems and applications, such as Genesys, Salesforce, and Qfiniti.

If you were provisioned with a physical phone, you should have received the following hardware by mail:

  • Phone

  • AC power adapter

  • Network cable

  • Headset

  • Headset lower QD cord (aka "tail")

Video Tutorial

(Note: These instructions were created for employees transitioning from the office to remote setup, however the phone setup process is the same.)

IMG_3610.mov

Press play to watch setup video.

Setup (Rear View)

  1. Connect the network cable

    • Plug the network cable into an available Internet port on your Internet router

    • Plug the other end of the network cable into the phone (figure 1)

  2. Connect the headset

    • Plug the headset lower QD cord into the headset

    • Plug the other end of the headset lower QD cord into the back of the phone (figure 1)

  3. Connect the AC power adapter

    • Plug the AC power adapter into the back of the phone (Figure 1)

    • Plug the other end of the AC power adapter into an electrical outlet

Setup (Front View)

4. Once the phone receives power, the screen on the front of the phone will light up, scroll through startup message, and eventually display a place number. (See Front View image) Place numbers are used to connect your phone to Genesys and Qfiniti.

Your phone should now be ready for use.

If needed, review the Additional Instructions below.

Additional Instructions

Cables Setup

  • The ethernet and power cables should be attached as shown.

Connecting the Ethernet

  • Plug the Power (PoE) adapter into a regular wall power outlet closest to your home router.

  • Take the 6ft Ethernet cable and plug the other end into an available port on your home router.

  • Take the 25ft Ethernet cable and plug the other end into the top right port on the back of the phone.

Final Setup

  • Your completed physical phone setup should look like the image shown.

  • After plugging in your phone, please give the phone a few minutes to boot and receive its configuration. Once your place number shows up on the top left-hand corner of the phone display your phone is ready to use.