VIRTUAL RECEPTIONIST OVERVIEW. Cbeyond Virtual Receptionist Offers:

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1 VIRTUAL RECEPTIONIST OVERVIEW Cbeyond Virtual Receptionist Offers: MENU SETUP: Use Virtual Receptionist to create different main menus for when your company is open or closed. With Cbeyond's preconfigured templates, we have made customizing the Virtual Receptionist for your business easy. TEXT-TO-SPEECH ANNOUNCEMENTS: Advanced text-to-speech technology allows you to type in your message versus cumbersome recording and re-recording announcements. EASY UPDATES: Make adjustments to your Virtual Receptionist greeting, menu options, directory or schedule at any time on CbeyondOnline SM. COMPANY DIRECTY: Allow callers to dial your employees by name. TRANSFER CALLS ANYWHERE: Transfer calls to employees with direct 10-digit dialing to an alternate number, including mobile numbers. (Please note that this option does not apply to extension dialing.) VOIC FEATURE: Integrate with your Cbeyond voice mailboxes. UNLIMITED SCHEDULING OPTIONS: Schedule your system to be active at anytime. Whether your office is closed or you and your staff are busy with other customers, you will not miss another important call with Virtual Receptionist. NO HOLD TIMES: Offer better customer service by allowing your customers to self-navigate to the information they need or to the person they need to speak to without waiting in queue during peak call times. COMPLETELY CUSTOMIZE YOUR MENU: Customize your greeting to create messaging from beginning to end that is unique to your company. Copyright 2011 Page 1

2 WHAT IT DOES HOW TO SET UP Step 1 Virtual Receptionist intelligently routes incoming calls to people, locations, and voice mailboxes, as well as plays audio messages and a Company Directory. All of this can happen during times that you determine with its robust scheduling options. Note: Virtual Receptionist can only transfer calls to 10-digit phone numbers. There are six steps you will use when setting up your Virtual Receptionist: The Virtual Receptionist Quick Start Guide is available on CbeyondOnline SM, and can be used to plan your Virtual Receptionist Menu setup. Open the Virtual Receptionist Setup Assistant. Welcome Quickly learn about everything your Virtual Receptionist can do for you. General Settings Assign general settings like the telephone number that callers must dial to reach your Virtual Receptionist. Primary Menu Set up your greeting and menu options for your primary menu. Review All Review all of your settings before activating your Virtual Receptionist. Activate All Use a telephone to review your greetings and menu options, then activate your Virtual Receptionist. OPEN THE VIRTUAL RECEPTIONIST SETUP ASSISTANT Log into CbeyondOnline. ( NOTE: You can begin Virtual Receptionist set up, edit, then return to complete it at a later time. When you return to the Setup Assistant, just click yes when asked if you want to resume your work. Select SERVICES VIRTUAL RECEPTIONIST. NOTE: This page shows a new phone number, which is your Virtual Receptionist Administrative phone number. You will have the opportunity to select one of your Cbeyond phone numbers to forward to your Virtual Receptionist during setup. After Virtual Receptionist is activated, you may use this number to manage its settings by phone. SELECT AN UNCONFIGURED TELEPHONE NUMBER NOTE: If your company has more than one Virtual Receptionist, select the Virtual Receptionist you want to set up. NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 2

3 Step 2 WELCOME Use this area to quickly learn about Virtual Receptionist's features. To restart, pause, or skip the video, click the applicable button. When you are ready to begin setting up your Virtual Receptionist, click the NEXT button. Step 3 GENERAL SETTINGS Select the telephone number that callers will dial to reach the Virtual Receptionist. NOTE: Digital customers will only see their Virtual Receptionist Administrative Phone Number. If you want to forward a telephone number to your Virtual Receptionist, you will need to change the settings on your PBX. Specify the PIN that you will use to manage Virtual Receptionist settings by phone. Select the gender of the voice that your VIRTUAL RECEPTIONIST will use to speak your greeting and menu options. NOTE: If you want to record your own greeting and menu options over the phone, activate your Virtual Receptionist first using text-to-speech. You will be able to call your Virtual Receptionist after you activate and are installed to record your greeting. To record your own greeting: 1. Call your Virtual Receptionist Admin number. 2. When you hear the greeting, press ** and enter your PIN. 3. Follow the prompts to record your greeting and menu options. Select NO if you want the VIRTUAL RECEPTIONIST to only answer calls using a Primary Menu, or YES to answer calls with a Primary and Alternate Menu during times that you will specify in a schedule NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 3

4 Select when you want the Virtual Receptionist to answer calls. The standard answer options are: Step 4 STOP Answer all calls immediately Only answer calls when my phones are busy or no one answers Click the SHOW ADVANCED button if you want to set up an Answer Schedule that allows the Virtual Receptionist to answer calls differently during specified times. The Answer Schedule options are: Answer calls immediately during scheduled times; otherwise, do not answer calls. Answer calls immediately during scheduled times and answer calls when my phones are busy or there is no answer. NOTE: This option is not available to digital customers. To control how Enhanced PRI calls reach Virtual Receptionist, you will need to change settings on your PBX. PRIMARY MENU Use this area to set up the greeting and menu options for your PRIMARY MENU. Please Note When Setting Up a Primary Menu with an Alternate Menu: If you selected an Alternate Menu on the General Settings screen, you will set up a schedule that determines when the Virtual Receptionist uses each menu. The schedule defaults to your Alternate Menu and allows you to create blocks of time that tell the Virtual Receptionist when to answer calls using your Primary Menu. OPTIONAL MENU: In the drop-down at the top of your screen, select the menu template you would like to use. NOTE: Templates are starting guides for setting up a menu. All template items may be edited and deleted. NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 4

5 AVAILABLE TEMPLATES VIRTUAL RECEPTIONIST Title Blank Template Standard Configuration Starting Keypad Items Greeting only Greeting, business hours, directions, transfer to Sales, transfer to Technical Support and Company Directory Multiple Locations Greeting, and transfer to locations 1, 2, 3 and 4 Answer When Busy Medical Office Greeting, business hours, directions, and Company Directory Greeting, appointments, directions, office hours, billing, leave a message for a nurse, and prescription refills After Hours Medical Office Greeting, transfer to Doc, cell 1, transfer to Doc, cell 2, transfer to Doc, cell 3, transfer to Doc, cell 4, appointments, and prescription refills Group Voic Greeting and Company Directory CREATE YOUR VIRTUAL RECEPTIONIST GREETING Click inside the menu greeting or the pencil icon. This will open the AUDIO PANEL. A greeting is the first message that callers will hear when the Virtual Receptionist answers the call. NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 5

6 Type your company greeting. NOTE: Your company greeting is only an introduction and should not include keypad assignments. ASSIGN SETTINGS PLAY A MESSAGE EXAMPLE: Thank you for calling us! Keypad settings designate the action you want to happen when callers press a keypad number. To create settings for keypad numbers without using a template, click a keypad number in the keypad graphic. To create settings for keypad numbers in a template, move your mouse over a keypad number in the main area and then click the EDIT button. In the main area, select an action for the keypad number. The actions that your Virtual Receptionist can take are: Play a message Transfer to a phone number Transfer to a voice mailbox Play the Company Directory As you set up an action, there are two main parts you will complete: What should callers expect when they press a keypad number, and What action Virtual Receptionist will take. (what callers experience after the number is pressed). Note: Use the examples below for Play a Message as reference for setting up keypad numbers. Use the listen icons to make sure the system is speaking the text correctly. Use commas in text-to-speech audio to insert pauses. Use this action when you want callers to hear audio messages like hours of operation or directions. Click a KEYPAD NUMBER. NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 6

7 Select PLAY A MESSAGE from the drop-down. WHAT SHOULD CALLERS EXPECT? Click the CLICK TO SETUP button for YOUR MENU WILL SAY. Type how the message should be announced in your menu. (EXAMPLE: You want callers to hear directions when they press #2, then the name of this menu would be For Directions. ) TRANSFER THE CALL TO A 10-DIGIT PHONE NOTE: Transferring to a Cbeyond landline? You may want to set up a single Voic box if you want voic to answer when you are unavailable. Click the SAVE button to continue. Type what the callers will hear when the message is played. Use this action when you want to transfer callers to a telephone like John Doe s desk or the Sales department. Click a keypad number and select TRANSFER THE CALL TO A PHONE from the drop-down. WHAT SHOULD CALLERS EXPECT? Click the CLICK HERE TO SETUP button for YOUR MENU WILL SAY and type how the transfer should be announced in your menu. EXAMPLE: If you want callers to transfer to Sales when they press a keypad number, you would type F SALES. Select a phone number from the WHEN CALLERS PRESS #, THEY WILL BE TRANSFERRED TO: list or select ADD NEW to enter a 10-digit number. NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 7

8 TRANSFER TO VOICE MAILBOX Click a keypad number and select TRANSFER THE CALL TO VOICE MAILBOX from the drop-down. WHAT SHOULD CALLERS EXPECT? TRANSFER TO THE COMPANY DIRECTY TRANSFER TO THE OPERAT EDIT MOVE REMOVE Click the CLICK TO SETUP button for YOUR MENU WILL SAY, and type how the voice mailbox should be announced in your menu. EXAMPLE: If you want callers to leave a message for Customer Support when they press a keypad number, then type "F CUSTOMER SUPPT." If you want callers to leave a message for John Doe, type "F JOHN DOE." Click the SAVE button. Select a voice mailbox from the drop-down. NOTE: If you want to create a new Virtual voice mailbox, click the "ADD NEW VOICE MAILBOX" link and enter the name and address of the destination. A notification will be sent to this address with your new voic number. To retrieve new messages, dial this voic number and follow the prompts. When new messages are received, a notification will be sent to the address entered. Click a keypad number and select PLAY THE COMPANY DIRECTY from the drop-down. Click the SAVE button. NOTE: You will create entries in your Company Directory later. Click the 0 keypad number. Click the SAVE button. NOTE: To remove this setting, click the Disable Operator link. To edit settings for a keypad number, hover over the keypad number and click the EDIT button. Make the changes you want and then click the SAVE button. To move settings to another keypad number, hover over the keypad number and click the MOVE button. Click the up or down arrows to show the desired keypad number and then click the MOVE button. NOTE: If the new keypad number is already assigned to another setting, the Virtual Receptionist will switch the keypad numbers. To delete settings for a keypad number, hover over the keypad number and click the REMOVE button. NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 8

9 ALTERNATE MENU (optional) STOP COMPANY DIRECTY (optional) NOTE: Entering the addresses of users will send them voic setup and retrieval instructions. VIRTUAL RECEPTIONIST If you chose to have an Alternate Menu, you will see the Alternate Menu setup screen. Use this area to set up menu and audio settings for your Alternate Menu. Setting up an Alternate Menu is the same as setting up a Primary Menu. Please refer to the Primary Menu setup instructions for guidance. If You Set Up an Alternate Menu In Step 4 The Menu Schedule defaults to your Alternate Menu and allows you to create blocks of time that tell the Virtual Receptionist when to answer calls using your Primary Menu. Use this area to set up contact information for entries in your Company Directory. Click the ADD ENTRY button. Type the first and last name of the new entry. This is the name that will be announced. NOTE: If either part of the name is pronounced differently than it is spelled, check the use the phonetic spelling checkbox and type the entire name phonetically. Use the listen button to verify that it will be spoken correctly. Select a contact method from the drop-down. PHONE NUMBER Use this option to specify a10-digit telephone number where this entry may be reached. VOIC Use this option to select a voice mailbox for this entry. If the voice mailbox is not listed, you can select ADD NEW to create a new Virtual voice mailbox. Type the name of the mailbox owner in the VOIC NAME field. The owner s name may be different than the name that is announced in the Company Directory. Use the field to type the address where notifications for new voic messages will be sent. Click the ADD link. Click the SAVE button to continue. Repeat these steps until the Company Directory is complete. NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 9

10 ANSWER SCHEDULE (optional) TIME DAY VIRTUAL RECEPTIONIST Use this area to set up when the Virtual Receptionist will answer calls. The schedule defaults to the answer behavior you specified in the General Settings. This is either "do not answer calls" or "only answer calls when your phones are busy or there is no answer". Create time blocks to specify when the Virtual Receptionist will otherwise answer calls immediately. NOTE: This option is not available to digital customers. To control how calls reach Virtual Receptionist, you will need to change settings on your PBX. Either click the create button or double-click an empty box within the schedule. Assign the time and days when you want the Virtual Receptionist to answer calls immediately. Either select the ALL DAY checkbox if you want your Virtual Receptionist to answer immediately from 12 am to 12 pm Select times in the from and until fields to indicate a block of time when you want your Virtual Receptionist to answer immediately. Either select all applicable days for the assigned time (If the assigned time does not apply, you may create multiple time blocks for the same day.) EDIT A TIME BLOCK Click the MONDAY - FRIDAY link to select all days between Monday and Friday Click the select all link to select all days in the week. NOTE: Uncheck a checkbox to remove a day or click the select none link to remove all days. Click the ADD button. To edit settings for an assigned time block, double-click an assigned time block within the schedule, change the settings, and click the SAVE button. Repeat the steps until you have time blocks for each time you want your Virtual Receptionist to answer immediately. NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 10

11 MENU SCHEDULE (optional) Use this area to set up which menu the Virtual Receptionist will use when answering calls. By default, the Virtual Receptionist will answer calls using the Alternate menu. Create time blocks to specify when the Virtual Receptionist will answer calls using your Alternate menu. STOP NOTE: If you are using both a Primary Menu and an Alternate Menu, the schedule defaults to your Alternate Menu. TIME Either select the ALL DAY checkbox if you want your Virtual Receptionist to answer with your primarymenu from 12 am to 12 pm Select times in the from and until fields to indicate a block of time when you want your Virtual Receptionist to answer with your primary menu. DAY Either check all applicable days for the assigned time. (If the assigned time does not apply, you may create multiple time blocks for the same day.) Click the MONDAY - FRIDAY link to select all days between Monday and Friday Click the SELECT ALL link to select all days in the week. NOTE: Uncheck a checkbox to remove a day or click the select none link to remove all days. Click the ADD button. EDIT A TIME BLOCK To edit settings for an assigned time block, double-click an assigned time block within the schedule, change the settings, and click the SAVE button. Repeat the steps until you have time blocks for each time you want your Virtual Receptionist to answer using your Primary Menu. Step 5 REVIEW ALL Use this area to review all of your settings before activating your Virtual Receptionist. To change a setting, either click the EDIT link next to the setting you want to change Click a navigation button at the bottom of the window Click the BACK button NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 11

12 Step 6 ACTIVATE ALL Use this area to listen and review all settings by phone and activate all settings. Enter a telephone number where you can be reached immediately (must be a 10-digit phone number). Click the CALL ME button. Listen to your Virtual Receptionist (please be sure to listen to all areas of your menu). To make changes before activating all settings, you can either: Click the EDIT link in the review panel for the screen you want to change. Click a navigation button at the bottom of the window. Click the BACK button. When all settings are correct, click the ACTIVATE button to activate your Virtual Receptionist. Click the DONE button and then close your Virtual Receptionist. Your changes will be effective when you see a SUCCESS message. NEED HELP? Go to CbeyondOnline s FIND-IT-FAST Answer Center and use keyword VIRTUAL. Copyright 2011 Page 12