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CMX User Guide

Version 1.0
Last Updated: February 2026

Introduction

Welcome to the IPC Solutions Communication Manager User Portal! This guide will help you navigate and use the features available to you as a portal user. The portal provides you with tools to manage your contacts, view call history, handle voicemail, and configure your personal settings.

What You Can Do

As a user, you have access to:

  • Directory: Manage your personal contacts and search company directories

  • Call Log: View your call history (Yealink phones only)

  • Voicemail: Listen to, manage, and configure voicemail greetings

  • Settings: Configure your phone settings, call forwarding, and personal information

  • Password Management: Update your login password

  • Softphone Help: Access guides for using softphone applications

Getting Started

Logging In

  1. Navigate to your organization's portal URL (typically [your-company].ipcportal.tel)

  2. Enter your email address and password

  3. Click the login button

First-Time Login: If this is your first time logging in, you may be prompted to change your temporary password. Follow the on-screen instructions to set a secure password.

The portal uses a sidebar menu on the left side of the screen with icons and labels for each feature. On mobile devices, the menu can be accessed via a hamburger icon.

Directory

The Directory feature helps you manage contacts and make calls directly from the portal.

System Directory

The System Directory displays all extensions within your organization:

  • Name: The person's name

  • Work Number: Their extension or work phone number

  • Mobile: Their mobile number (if available)

To search: Use the search box at the top to filter contacts by name or number.

To make a call: Click on a phone number to initiate a call from your deskphone or softphone.

Personal Directory

Create and manage your own personal contacts that sync to your desk phone.

Adding a Contact

  1. Navigate to the Personal Directory tab

  2. Click the Add Contact button

  3. Fill in the contact information:

    • Name: Contact's full name (required)

    • Group: Organize contacts into groups (optional, defaults to "All Contacts")

    • Work: Work phone number

    • Mobile: Mobile phone number

    • Home: Home phone number

  4. Click Save

Note: You can store up to 100 contacts in your personal directory.

Editing a Contact

  1. Find the contact in your personal directory

  2. Click the Edit button next to the contact

  3. Update the information

  4. Click Save

Deleting Contacts

Single Contact: Click the Delete button next to the contact and confirm.

Multiple Contacts:

  1. Check the boxes next to contacts you want to delete

  2. Click Delete Selected

  3. Confirm the deletion

Importing Contacts

You can import multiple contacts at once using a CSV file:

  1. Click Download Example to get a template CSV file

  2. Fill in your contacts following the template format

  3. Click Browse and select your CSV file

  4. Click Import

CSV Format:

  • NAME: Contact's full name

  • GROUP: Contact group (optional)

  • WORK: Work phone number

  • MOBILE: Mobile phone number

  • HOME: Home phone number

Customer Directory (LDAP)

If your organization has enabled LDAP directory integration, you can search the company-wide directory:

  1. Navigate to the Customer Directory tab

  2. Enter a search term (name, organization, etc.)

  3. Results will appear automatically after a short delay

  4. Click on phone numbers to make calls

Call Log

The Call Log feature displays your recent call history. This feature is available for Yealink desk phones only.

Understanding Your Call Log

The call log displays (Andrew put some text here):

  • Type: Icon indicating call direction

    • 🔵 Blue arrow (outgoing call)

    • 🟢 Green arrow (incoming answered call)

    • 🔴 Red arrow (missed call)

  • Number: The phone number that was called or received

  • Display Name: The caller's name (if available)

  • Date: Date and time of the call

  • Duration: Length of the call

Searching Your Call Log

Use the search box at the top of the page to filter calls by:

  • Phone number

  • Display name

  • Date

Tip: The search works in real-time as you type.

Making Calls from Call Log

Click on any phone number in the call log to redial that number from your deskphone.

Click the X button next to the search box to clear your search and view all calls.

Voicemail

Manage your voicemail messages and configure your voicemail greetings.

Listening to Voicemail

Your voicemail messages are organized into two folders:

Inbox (New Messages)

  1. Navigate to the Voicemail page

  2. New messages appear in the Inbox section

  3. Each message shows:

    • Caller's name or number

    • Date and time received

    • Duration of the message

Playing Messages

  1. Select a playback device from the dropdown:

    • My Deskphone: Plays through your desk phone

    • My Softphone: Plays through your computer/mobile app

    • My Mobile: Calls your mobile phone to play the message

  2. Click the Play button next to the message

  3. Your selected device will ring, answer it to hear the message

Managing Voicemail Messages

Moving Messages

  • Move to Old: Click the folder icon to move a message from Inbox to Old folder

  • Move to Inbox: Click the folder icon to move a message from Old folder back to Inbox

Deleting Messages

Single Message: Click the Delete button next to the message.

Multiple Messages:

  1. Check the boxes next to messages you want to delete

  2. Click Delete Selected

  3. Confirm the deletion

Voicemail Greetings

Configure personalized greetings that callers hear when they reach your voicemail.

Types of Greetings

  1. Unavailable Greeting: Plays when you don't answer (required)

  2. Temporary Greeting: Overrides the unavailable greeting temporarily (optional)

Recording Methods

You have three options for creating greetings:

1. Manual Recording (Phone)

  1. Select Manual Recording as the audio source

  2. Click Save

  3. Dial the voicemail feature code from your phone

  4. Follow the voice prompts to record your greeting

2. Browser Recording

  1. Select Browser Recording as the audio source

  2. Click Start Recording (allow microphone access if prompted)

  3. Speak your greeting clearly

  4. Click Stop Recording

  5. Click Save

3. Text-to-Speech (TTS)

  1. Select Text-to-Speech as the audio source

  2. Type your greeting message in the text box

  3. Select a voice from the dropdown menu

  4. (Optional) Enable SSML for advanced speech control

  5. Click Save

TTS Tips:

  • Keep messages clear and concise

  • Use proper punctuation for natural pauses

  • Preview different voices to find one that suits your needs

Managing Temporary Greetings

Temporary greetings are useful for:

  • Vacation messages

  • Out-of-office notifications

  • Special announcements

To activate: Create and save a temporary greeting (it automatically takes priority).

To deactivate: Click the Delete Temporary Greeting button to return to your standard unavailable greeting.

Settings

Configure your personal information, phone settings, and call handling preferences.

General Information

Update your contact details:

  • Full Name: Your complete name

  • Email: Your email address (used for portal login)

  • Mobile Number: Your mobile phone number

  • Work Number: Additional work contact number

  • Home Number: Your home phone number

  • Area Code: Default area code for number formatting

Important: If you have a softphone configured, you cannot change your email address as it's tied to your softphone account.

Device Settings

Simultaneous Ring

Configure which devices ring when you receive a call:

  • Deskphone: Your primary desk phone

  • Secondary Deskphone: If you have a second desk phone

  • Softphone (Mobile): Your mobile softphone app

  • Softphone (Desktop): Your desktop softphone app

  • Mobile Number: Your mobile phone (if no softphone)

Ring Delay Options:

  • Immediate: Device rings immediately

  • Disabled: Device doesn't ring

  • Delay (seconds): Device rings after specified delay

Note: At least one device must be set to ring.

Voicemail Configuration

Voicemail PIN

  • Set a numeric PIN (digits 0-9 only) to access voicemail from your phone

  • Default PIN is your extension number

Voicemail Email Notifications

Choose how you want to receive voicemail notifications:

  1. Same as User Email: Notifications sent to your primary email

  2. Different Email: Specify a different email address for voicemail

  3. No Email Notification: Disable email notifications

Email Options:

  • Enter multiple email addresses separated by pipes (|)

  • Enable Mark as Unread to keep emails unread until you listen to the voicemail

Voicemail Mailbox

  • Default: Use your extension as your mailbox

  • Shared Mailbox: Access another user's voicemail (if configured by administrator)

Operator Extension

Set which extension the caller reaches when they press 0 during your voicemail greeting.

Call Forwarding

Configure where calls are forwarded when you're unavailable.

Day Mode Call Forwarding

  • Call Forward Always (CFA): Forward all calls immediately

  • Call Forward Busy (CFB): Forward when you're on another call

  • Call Forward No Answer (CFN): Forward when you don't answer

Night Mode Call Forwarding

Separate forwarding rules for after-hours (if night mode is enabled by your administrator).

Tips:

  • Enter phone numbers in full format (including area code for external numbers)

  • Use extension numbers for internal forwarding

  • Leave blank to disable a forwarding type

Busy Trigger

Set how many simultaneous calls you can receive before additional calls are forwarded:

  • Default is typically 2 calls

  • Increase if you frequently handle multiple calls

Music on Hold

Select which music category callers hear when you place them on hold (if configured by your administrator).

Saving Changes

  1. Make your desired changes

  2. Click Save at the bottom of the page

  3. Wait for the success confirmation message

  4. Some changes may require your phone to resync automatically

Password Management

Keep your account secure by regularly updating your password.

Changing Your Password

  1. Click on your profile or navigate to Change Password

  2. Enter your New Password

  3. Re-enter the password in New Password Confirm

  4. Click Update

Password Requirements

Your password must meet these security requirements:

  • Minimum 10 characters long

  • At least 1 uppercase letter

  • At least 1 lowercase letter

  • At least 1 number

  • At least 1 special character (e.g., !, @, #, $, %, &, *)

  • Cannot contain quotes (', "), question marks (?), or hash symbols (#, +)

Password Tips

  • Use a unique password not used on other websites

  • Consider using a passphrase (e.g., "Coffee@Morning2024!")

  • Store your password securely using a password manager

  • Don't share your password with anyone

Forced Password Changes

If you're required to change your password:

  • Temporary Password: You'll be prompted immediately after first login

  • Expired Password: You'll be prompted when your password expires

Softphone Users: After changing your password, you'll need to log out and log back into your softphone application with the new password.

Softphone Help

Access comprehensive guides for using softphone applications on your computer or mobile device.

Accessing Softphone Documentation

  1. Navigate to Softphone Help from the menu

  2. The guide will load based on your system version

  3. Browse topics including:

    • Installation instructions

    • Making and receiving calls

    • Using advanced features

    • Troubleshooting common issues

Softphone Features

Your softphone allows you to:

  • Make and receive calls from your computer or mobile device

  • Access your contacts and directory

  • View call history

  • Use voicemail

  • Participate in conference calls

  • Transfer calls

  • Use presence features

Tips and Best Practices

Contact Management

  • Organize with Groups: Use groups in your personal directory to categorize contacts (e.g., "Clients", "Vendors", " Personal")

  • Keep Numbers Updated: Regularly review and update contact information

  • Use Full Numbers: Enter phone numbers with area codes for better compatibility

  • Sync to Phone: Your personal directory automatically syncs to your desk phone

Voicemail Management

  • Check Regularly: Check voicemail daily to avoid missing important messages

  • Delete Old Messages: Regularly delete old messages to free up space

  • Professional Greetings: Keep greetings professional and concise

  • Update Temporary Greetings: Remember to delete temporary greetings when you return from vacation

Call Forwarding

  • Test Forwarding: After setting up call forwarding, test it to ensure it works correctly

  • Update When Traveling: Set up call forwarding before traveling

  • Clear When Returning: Remove call forwarding when you return to the office

  • Use Night Mode: Take advantage of separate night mode forwarding for after-hours

Security

  • Log Out: Always log out when using a shared computer

  • Strong Passwords: Use strong, unique passwords

  • Report Issues: Report any suspicious activity to your administrator immediately

  • Regular Updates: Change your password periodically

Troubleshooting

Common Issues and Solutions

Cannot Log In

Problem: Login page shows "Invalid credentials"

Solutions:

  • Verify you're using the correct email address

  • Check that Caps Lock is not enabled

  • Try resetting your password (contact your administrator)

  • Clear your browser cache and cookies

Call Log Not Showing

Problem: Call log page is empty or shows a warning

Solutions:

  • This feature only works with Yealink desk phones

  • Ensure your phone is properly registered

  • Contact your administrator if you believe you should have access

Voicemail Not Playing

Problem: Clicking play doesn't work

Solutions:

  • Ensure you've selected a playback device

  • Check that your phone is registered and working

  • Verify your phone is not in Do Not Disturb mode

  • Try a different playback device

Personal Directory Not Syncing to Phone

Problem: Contacts don't appear on desk phone

Solutions:

  • Wait a few minutes for sync to complete

  • Restart your desk phone

  • Verify you haven't exceeded the 100 contact limit

  • Contact your administrator if the issue persists

Changes Not Saving

Problem: Settings changes don't take effect

Solutions:

  • Ensure you clicked the Save button

  • Check for error messages at the top of the page

  • Verify all required fields are filled in correctly

  • Try refreshing the page and making changes again

Phone Not Ringing

Problem: Incoming calls don't ring your phone

Solutions:

  • Check simultaneous ring settings in Settings page

  • Ensure at least one device is set to ring immediately

  • Verify call forwarding isn't forwarding all calls away

  • Check that your phone is registered (contact administrator)

Email Notifications Not Received

Problem: Not receiving voicemail email notifications

Solutions:

  • Check your spam/junk folder

  • Verify email address is correct in Settings

  • Ensure voicemail email is not set to "No Email Notification"

  • Check that your email server isn't blocking the notifications

Getting Additional Help

If you continue to experience issues:

  1. Document the Problem: Note what you were trying to do and any error messages

  2. Try Basic Troubleshooting: Restart your browser, clear cache, try a different browser

  3. Contact Your Administrator: Reach out to your system administrator with details about the issue

  4. Provide Details: Include your extension number, the feature you were using, and steps to reproduce the issue

Appendix: Quick Reference

Feature Access Summary

Feature

Location

Purpose

Directory

Sidebar Menu

Manage contacts and search directories

Call Log

Sidebar Menu

View call history (Yealink only)

Voicemail

Sidebar Menu

Manage voicemail and greetings

Settings

Sidebar Menu

Configure personal and phone settings

Change Password

Profile Menu

Update login password

Softphone Help

Sidebar Menu

Access softphone documentation

Keyboard Shortcuts

  • Search: Click in any search box and start typing

  • Tab: Navigate between form fields

  • Enter: Submit forms or save changes

  • Esc: Close modal dialogs

Contact Information

For technical support or questions about your Communication Manager:

  • Contact your system administrator

  • Refer to your organization's IT support procedures

End of User Guide

This guide covers user-level portal features. If you are a Customer Administrator (staff-level access), refer to the Customer Administrator Guide for documentation on additional features such as call routing, system directory management, call reporting, and more.