Product support

Here you can find guides to features and functions, and find solutions to common problems. We also provide a technical specifications section, and a dictionary to help you get in full control of the product. If you can’t find the answer to your question, you can always contact Telia support in your country.

User Guides Common Questions Dictionary Tech Specifications Download App

User guides

The guides are organized first by features and then by popular functions and tools.

Switchboard & My Profile

Functions

Administration

Mobile app

Statistics

Integrations

Add-ons & country availability

Smart Connect comes with a broad set of features included as standard. Some features are available as add-ons, and availability may vary depending on your market. Check below to see what's included and what may need to be added to your account.

These features are not included as standard (except in Norway) and need to be activated by your local sales team. Contact us to get started.

Chat

Let customers reach you via text chat directly from your website. For more info, check out the user guide and blog post.

Customer Satisfaction Surveys (NPS)

Automatically send surveys after customer interactions to collect feedback and track satisfaction over time. For more info, check out the user guide and blog post.

External number lookup

Identify callers by matching incoming numbers against an external directory. For more info, check out the user guide and blog post.

Visitor registration

Register and manage visitors to your office directly through Smart Connect. For more info, contact local sales team.

Integrations

Calendar integration

Sync Smart Connect with your Microsoft 365 calendar to keep your availability status updated automatically. For more info, check out the user guide and blog post.

Microsoft Teams presence integration

Share your availability status between Smart Connect and Microsoft Teams so colleagues always see the right status. For more info, check out the user guide and blog post.

Microsoft Teams voice integration

Make and receive Smart Connect calls directly within the Microsoft Teams client. For more info, check out the user guide and blog post.

Microsoft Entra ID integration

Synchronise user information from Microsoft Entra ID (formerly Microsoft AD) to Smart Connect, ensuring user information is aligned and updated. For more info, check out the user guide.

Integrator API

Connect Smart Connect to your own systems and workflows via API. For more info, check out the user guide.
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Smart Connect is built as one common platform, but local variations occur between markets. Below is a list of features unavailable in each market.

Sweden

– External number lookup

– Visitor registration

– SIP trunk number

– Chat

Norway

All features available.

Finland

– Visitor registration

– SIP trunk number

– Call recording

Estonia

– Visitor registration

– Microsoft Entra ID integration

– Microsoft Teams presence integration

– Microsoft Teams voice integration

– Microsoft 365 calendar integration

– Integrator API

– Customer Satisfaction Survey (NPS)

– Limited user

– External user

– SIP trunk number

– IP account

– Call recording

– Chat

Lithuania

– Visitor registration

– Microsoft Entra ID integration

– Microsoft Teams presence integration

– Microsoft Teams voice integration

– Microsoft 365 calendar integration

– Integrator API

– Customer Satisfaction Survey (NPS)

– Limited user

– External user

– SIP trunk number

– IP account

– Web phone (Web RTC)

– Call recording

– Chat
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Common questions

These are some of our most common questions and solutions. If you can’t find your answer here it might be in one of our User Guides.

To forward calls you need to change availability settings by clicking on your profile and availability. You can choose to change for all direct calls to your number, or only calls when busy. This only applies to direct calls and will not affect calls via queue.
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When editing opening hours, add the exception you want by typing the dates in the input field, or clicking on the dates in the calendar and click “add new exception”. If you create an exception with the wrong dates, the dates can easily be removed after clicking “add new exception”. You can also add more dates to the exception after creating it.
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Click on your profile and click on the icon for queues. Toggle on and off the relevant queues.
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If you don’t remember your password, you can click “New password” when trying to log in to the platform. If you’re not sure if you have an account, contact Telia support or your company’s IT department to check if you have access to Telia Smart Connect.
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Click on your profile and telephone. Choose to call with softphone and receive incoming calls with softphone. Allow notifications and microphone, and connect a headset.
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To change audio files you choose the IVR you want to change audio files in, and either change the audio file in the element “audio files”, or if you have dynamic audio files, controlled by opening hours, change the audio file in the opening hours set in this IVR.
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Change excising audio files by clicking the cog on the opening hours you want to change or create new opening hours.
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You can update your availability status by clicking on My profile and then selecting the Availability section. From there, choose the appropriate status such as Available, Meeting, Lunch, Vacation, Busy, Away or Gone for the day. You can also set how long the status should remain active and add a custom message if needed.
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General questions

These are some of our most common questions and solutions. If you can’t find your answer here it might be in one of our User Guides.

To forward calls you need to change availability settings by clicking on your profile and availability. You can choose to change for all direct calls to your number, or only calls when busy. This only applies to direct calls and will not affect calls via queue.
Was this information helpful?
When editing opening hours, add the exception you want by typing the dates in the input field, or clicking on the dates in the calendar and click “add new exception”. If you create an exception with the wrong dates, the dates can easily be removed after clicking “add new exception”. You can also add more dates to the exception after creating it.
Was this information helpful?
Click on your profile and click on the icon for queues. Toggle on and off the relevant queues.
Was this information helpful?
If you don’t remember your password, you can click “New password” when trying to log in to the platform. If you’re not sure if you have an account, contact Telia support or your company’s IT department to check if you have access to Telia Smart Connect.
Was this information helpful?

Click on your profile and telephone. Choose to call with softphone and receive incoming calls with softphone. Allow notifications and microphone, and connect a headset.
Was this information helpful?
To change audio files you choose the IVR you want to change audio files in, and either change the audio file in the element “audio files”, or if you have dynamic audio files, controlled by opening hours, change the audio file in the opening hours set in this IVR.
Was this information helpful?
Change excising audio files by clicking the cog on the opening hours you want to change or create new opening hours.
Was this information helpful?
You can update your availability status by clicking on My profile and then selecting the Availability section. From there, choose the appropriate status such as Available, Meeting, Lunch, Vacation, Busy, Away or Gone for the day. You can also set how long the status should remain active and add a custom message if needed.
Was this information helpful?

Switchboard Dictionary

A collection of some of our most common, but maybe unfamiliar words that you might come across when using Telia Smart Connect.

A PBX (Private Branch Exchange) is an organization’s internal phone system that handles both internal and external calls, offering features like call routing and voicemail. It helps manage phone communications efficiently.
WebRTC means “Web Real-Time Communication.” It’s a technology for real-time audio, video, and data communication directly in web browsers and apps without extra downloads or plugins.
Integrations mean combining different systems or software to work together effectively. It’s about making different technologies and tools work seamlessly by connecting them to share information or functionality.
A fixed number typically refers to a phone number or any numerical identifier that remains constant or does not change. In the context of telecommunications, a fixed number is one that is assigned to a specific location or line and is not portable. It is usually associated with a physical address, such as a landline phone number that is linked to a particular home or business location. Unlike mobile numbers, which can be transferred between different devices and locations, fixed numbers are tied to a specific geographic area or place and are not easily moved or changed.
IVR stands for “Interactive Voice Response.” It’s a technology that allows automated interaction between a computer system and a caller through voice and keypad inputs. IVR systems are commonly used in phone systems to provide information or route calls based on the caller’s input, such as pressing numbers on their phone keypad to access specific services or information.
An account that enables the possibility to provision an IP desk phone to your UC solution in this case Telia Smart Connect.

In the context of telephony, a “display number” typically refers to the phone number that is shown or displayed on the recipient’s caller ID when a call is received. It is the numerical identifier associated with the caller, allowing the person receiving the call to see who is calling based on the displayed number. This is particularly useful for identifying incoming calls and deciding whether to answer them or not. Display numbers are also known as “calling numbers” or “caller ID numbers.”
A softphone is software that enables users to make phone calls over the internet using a computer, tablet, or smartphone, essentially turning the device into a virtual phone. It typically uses VoIP technology to transmit voice, video, and sometimes text messages, eliminating the need for traditional hardware-based telephones. Softphones often emulate the functions of a regular phone, allowing users to make and receive calls, manage contacts, and engage in various communication features through the software interface.
A “main number” typically refers to the primary or central telephone number associated with a business, organization, or individual. It serves as the main point of contact, allowing callers to reach the entity directly or be routed to the right department or person. This number is often displayed on a company’s website, business cards, or promotional materials, and is the go-to contact for inquiries and general information.
A modern telephone switchboard is a digital system that automatically routes and manages phone calls within a network, connecting different phone lines and users. It replaces manual operators and provides various features like call routing, forwarding, and conferencing. Businesses and call centers commonly use these systems for efficient call management.
VoIP (Voice over Internet Protocol) is a technology that allows voice and multimedia communication over the internet, replacing traditional phone lines with digital transmission for calls, video, and messaging.
With Teams Voice integration a user can chose to answer all or some calls in Teams, both personal and o queue calls. Line stat and settings for number presentations can be done in your UC solution in this case Telia Smart Connect.

Technical specifications

Telia Smart Connect is designed to work anywhere and on any modern device. But to help we’ve listed some common technical requirements to ensure it can perform at its best.

For best Web and WebRTC experience the following browsers are recommended:

Google
Chrome
Microsoft Edge
Mozilla
Firefox
Safari

Mobile operating systems (Android, iOS etc.)

App requires the operating system to be updated to latest version, with support for two versions back.

Direct Microsoft 365 integrations with Graph API

Calendar synchronization
Teams 2-way synchronization
Active directory user synchronization

Integrator API

Integrator API is used by customers to create their own custom integrations, or to enable integration to third party systems that have already integrated their service to work with Telia Smart Connect.

Firewall

Normally no special openings are required in firewalls. IF restrictions hinder outgoing traffic, you find req. ports here:
IP-addresses in 2.255.190.0/24 range should be opened for.

Port 5061 is used for signalling
Portrange 1024-65535 is used for media/audio.

These firewall rules allow the necessary traffic for voice communication using Softphones and WebRTC.

See table below for further clarification:

Source address	Destination address	Protocol and port	Comment
Customer’s network	https://teliasmartconnect.com/	TCP/443	HTTPS encrypted, during login (if applicable)
Customer’s network	2.255.190.0/24	TCP/5061	SIP signaling encrypted with TLS (SIPS) for call setup and control
Customer’s network	2.255.190.0/24	UDP/1024–65535	Encrypted media streams using SRTP (SDES or DTLS)

Recommended screen resolution

Telia Smart Connect will scale well to minimum 738px width (1024×768) with some margins.

Access Telia Smart Connect anywhere

Browser based

Telia Smart Connect is a browser based application, meaning that no custom software needs to be installed or updated. All you need is an up-to-date web browser to log in to your virtual switchboard.

Download the App

Telia Smart Connect is also available as an app on both the App Store and Google Play. This means that you can access your switchboard on your mobile devices with just a few taps, making it even more convenient to have full controll.

Telia Smart Connect App

Suggest updates

Do you have an idea on how we could improve certain features or functions? We’d love to hear from you.

Write your suggestion here!

Need more help?

We’ve got you covered. Visit our contact page to learn how to get in touch with your local sales office. We look forward to hearing from you.

Contact Support

Product support

User guides

Switchboard & My Profile

Functions

Administration

Mobile app

Statistics

Integrations

Add-ons & country availability

Chat

Customer Satisfaction Surveys (NPS)

External number lookup

Visitor registration

Integrations

Sweden

Norway

Finland

Estonia

Lithuania

Common questions

General questions

Switchboard Dictionary

Technical specifications

Access Telia Smart Connect anywhere

Suggest updates

Need more help?