MightyCall Receptionist. Customers s Guide

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1 MightyCall Receptionist Customers s Guide

2 MightyCall Receptionist: Customers s Guide Document version: rev Copyright 2012 INFRATEL, Inc. This document contains instructions and recommendations on MightyCall Receptionist usage and maintenance. Infratel makes no warranty of any kind with regard to this document. All changes and additions to this guide published on the website of the company Infratel at: Infra CommSuite, Infra Call Center and MightyCall Receptionist are registered trademarks of INFRATEL. Other names mentioned in the text of this guide can be registered trademarks or brands of some companies.

3 Table of Contents 1. MightyCall Receptionist administration... 7 Subscribing to phone numbers... 7 Adding your own media files... 8 Configuring Receptionist... 8 Configuring the schedule How to add users Configuring call groups Configuring existing user Outbound number format's management Billing information notification template configuring Administrator's Call Log Adding Click Connect widget to web site Administrator's voic User Interface Personal settings Personal Receptionist Switching DND mode Managing a voic Managing call log Call management User's FAQ Customer's questions Index Copyright 2012 INFRATEL, Inc. 3

4 List of Figures 1.1. Subscribing to phone numbers Uploading your media files Creating new user account Configuring call groups Configuring existing user dialog Billing window Calls tab Click Connect code generation User profile configuring Personal audiofiles Managing call log Copyright 2012 INFRATEL, Inc. 4

5 List of Tables 1.1. Variables that can be used in notification templates Single call menu A menu with a call on hold Copyright 2012 INFRATEL, Inc. 5

6 List of Examples 2.1. Call management - making a conference Copyright 2012 INFRATEL, Inc. 6

7 Chapter 1. MightyCall Receptionist administration Subscribing to phone numbers Note Only system administrator or user of specific instance marked as administrator in POA (Parallels Operation Automation) has an access to this part of interface. 1. Go to Settings Numbers tab. Figure 1.1. Subscribing to phone numbers 2. Pick up local or toll free phone number. Select necessary region and state (or toll free number) from dropdown lists. If the phone number you would like to pick up must contain a word you can enter it in the field Vanity Search. Note If necessary you can click Get more numbers button to find other phone numbers. 3. Press Add number button. The selected number will be added on the Your Business Phone numbers panel. Note The quantity of phone numbers you can pick up depends on the number of pre-paid company public numbers. This quantity is displayed under the Your Business Phone numbers panel. See MightyCall Receptionist Hoster Guide for details. Copyright 2012 INFRATEL, Inc. 7

8 MightyCall Receptionist administration Adding your own media files If you are logged with hoster's administrator privileges you can Remove any selected number. The appropriate button is dispalayed accross each phone number on the Your Business Phone numbers panel. So, you can change the selected numbers. If you are logged in as customer's administrator please contact your hoster to change the selected phone numbers. To add media files go to Settings Media tab. In the bottom of the window select how you would like to add files. You can upload files from the computer, record via computer or record via phone. To upload files from the computer: Figure 1.2. Uploading your media files Click Choose a file and select the necessary file on the computer. It must be.wav,.mp3 or.wma file. Click Upload. You can playback the uploaded file. To complete operation click Complete button. The file will be displayed on the My media files panel. Now you can use it, for example, in Receptionist Rules. Configuring Receptionist Receptionist allows to configure system behavior when receving an incoming call. You can configure greetings to be played to subscriber, menu and call routing rules. To adjust the Receptionist: 1. Go to Receptionist tab. 2. Adjust the Default rule or add your own own. To add a new rule click Add new rule button. Copyright 2012 INFRATEL, Inc. 8

9 MightyCall Receptionist administration Note You can create an unlimited number of rules. Routing rules are picked one by one until the rule with matching conditions is found. If none matches, Default rule is used. 3. If necessary, enter Rule name. It's recommended to give informative names to the rules. 4. Configure When field. The rule can be applied to calls from any numbers or just from specified numbers. The list of phone numbers can also be defined on the Receptionist tab in Number-Based routing section. This section is available for all rules except for the Default one. Note In Number-Based routing section you can add phone numbers manually or import them from the text file. 5. Dials field allows to select external phone numbers for this rule. When an external subscriber calls to these numbers the rule is applied. Leave Any number if you will not use such Called ID routing. 6. at field enables to select if the rule will be applied at any time or just at business hours. You can configure the schedule at the same tab, Receptionist Business Hours section. Note If business hours node is specified, you must configure If call comes in the other time section. The settings and actions in this section are similar with corresponding opportunites of the main rule. 7. play - select audio file that will be played as a greeting. See Adding your own media files for more details and then - select the necessary action. The following actions are available. Disconnect - disconnect a call, Call group route a call to a specific calling group, Redirect to route a call to specific telephony user, Play audio play specified audio prompt, Leave voic to route a call to a voic of specified user, Forward to route a call to an arbitrary phone number. Enable voice menu allows to enable voice menu. If you enable IVR menu for current rule, the menu configurator appears. You should upload audio guide in Use the following audio guide field it is message that contains description of the menu items. This prompt is played after the main greeting. You can also upload a prompt that will be played if user enters invalid number. If you check Enable extensions dialer, system will allow caller to dial extension number of user when playing audio guide prompt. When caller dials a Copyright 2012 INFRATEL, Inc. 9

10 MightyCall Receptionist administration digit with this option turned on, system waits for 5 seconds for a next digit. If second and more digits are dialed, system will consider this an extension number. If no sequential digits are entered after the first one, system will execute configured IVR action. You can configure any of 6 actions for each of dial pad buttons (these actions are described earlier). If caller doesn t press any buttons during the playback of audio guide, system will execute an action, specified in On user timeout field. Configuring the schedule How to add users Tip To test your Receptionist click Test Receptionist button in the left top of the window. A test call to your business phone number will be initiated via Click Connect module. 1. To setup timetable for routing rules, open Receptionist tab and expand Receptionist Business Hours section. 2. There you can set working hours for your company and add holidays if necessary. This timetable will be used for automatic switching of system from working mode to afterhours mode. 3. You can also configure your time zone if necessary. To create new user account: 1. Go to Users tab. 2. In the left part of the interface click +Add new user button. 3. Configure properties of the account created. Figure 1.3. Creating new user account Copyright 2012 INFRATEL, Inc. 10

11 MightyCall Receptionist administration The following params are available: First Name and Last Name - user's first and last names. Account Login - this login will be used to enter to MightyCall interface. - this will be used to send notifications (for example, on voic received). After user account creation an welcome will be sent to this address. This will also contain a link to set user account paasword. Note After user account creation account's password is generated randomly. Extension - phone number to transfer calls to this user. Status - select user's current status. All calls to this user will be distributed according to rules configured for the selected state. User can change current status via his/her user interface. Role - Administrator and User roles are available. Administrator can manage other user accounts. See User interface chapter to learn more about user's possibilities. Forward to number - user's personal number to forward calls from extension. The number must be in form of international notation (for example, ). Configuring call groups 1. You can set up calling groups on Users Groups tab. Figure 1.4. Configuring call groups Copyright 2012 INFRATEL, Inc. 11

12 MightyCall Receptionist administration 2. Create or modify group, assigning it an extension number and users. 3. You can change calling mode for the group. There are two modes - phones of users can ring sequentially or simulteneously. In simulteneous mode the system will transfer a call to all users' phone numbers in group. The user who has picked up the phone first will be connected to the caller. In sequential mode the phones will be ringing according to the order in Users in this group list. 4. A user can enter several groups if necessary. 5. Groups can be dialed using assigned Extension number. Calls can be forwarded to groups based on Receptionist rules. You can also specify no answer Timeout (in seconds). If there is no answer during this timeout Action on call missed is executed. The following actions are available: Disconnect - disconnect a call, Redirect to route a call to specific telephony user, Play audio play specified audio prompt, Leave voic to route a call to a voic of specified user, Forward to route a call to an arbitrary phone number. The number must be in form of international notation (for example, ). Configuring existing user Go to Users tab and select a user you want to modify. Figure 1.5. Configuring existing user dialog Copyright 2012 INFRATEL, Inc. 12

13 MightyCall Receptionist administration The following params are available: First Name and Last Name - user's first and last names. Account Login - this login will be used to enter to MightyCall interface. - this will be used to send notifications (for example, on voic received). Note After user account creation account's password is generated randomly. An welcome is also sent to this address. This contains a link to set user account paasword. To reset user's password click Reset password link. Extension - phone number to transfer calls to this user. Status - select user's current status. All calls to this user will be distributed according to rules configured for the selected state. User can change current status via his/her user interface. Role - Administrator and User roles are available. Administrator can manage other user accounts. See User interface chapter to learn more about user's possibilities. Forward to number - user's personal number to forward calls from extension. The number must be in form of international notation (for example, ). If necessary, click Manage button to go into the user account. Top menu will change. See MightyCall Receptionist User's Guide for more details on these settings. Outbound number format's management To adjust phone number's format for outbound calls go to Settings tab and then select Other tab. This format will be used, for example, when an employee forwards incoming calls to his/her cell phone. The following parameters are available: Country code - specify country code, Area code enter area code (if exists), International prefix international prefix (if necessary), Long distance prefix long distance prefix (if necessary), Minimal local number length minimal length of phone number's local part, Maximal local number length maximum length of phone number's local part. Billing information To see information on prepaid minutes usage go to Settings Billing tab. The window also displays information on minutes usage forecast and recommendations. Copyright 2012 INFRATEL, Inc. 13

14 MightyCall Receptionist administration Figure 1.6. Billing window notification template configuring notification template will be used for message which will be sent to an employee. You can adjust templates for notifications for the following cases: when the voic has been received, when voic limit has been reached (limit for audiofiles storage), when a user has been created. To adjust template go to Settings tab and then select Notifications tab. From the dropdown list select the necessary template. The following parameters are available for each template: Subject template - template of subject. Message template - template of mail content. You may use embedded editor to adjust text display. Click Preview button to generate your preview. Note The following variables are available (the most frequently used ones): %StartTime% - date and time of the message; %Duration% - message duration; %CallerAddress% - caller ID (phone number); %CallerName% - name of the caller ('unknown' for external callers); %CalledAddress% - dialed number. See the following table for more information on templates and variables. Copyright 2012 INFRATEL, Inc. 14

15 MightyCall Receptionist administration Template New user welcome e- mail Voic limit reached Voic received Template usage (when notification is sent) New user account was created (inside a customer instance) Voic limit has been reached (limit for audiofiles storage) Voic has been received Variable %Customer_WebUiUrl% Variable usage Cusomer's web interface url %NewUser_DisplayName% Display name of the user created %NewUser_Extension% %NewUser_LoginName% %NewUser_Password% %Customer_WebUiUrl% %CalledUserName% %CallerAddress% %Customer_WebUiUrl% %CalledUserName% %StartTime% %CallerAddress% Extension number of the user created Customer's login name to MightyCall interface Customer's password to MightyCall interface Cusomer's web interface url User's display name CallerID or CallerID Name of a caller whose voic can not be saved due to voic limit reached Cusomer's web interface url User's display name Time when voic has been received CallerID or CallerID Name of a caller voic was received from Table 1.1. Variables that can be used in notification templates Administrator's Call Log Administrator of a customer instance can see all the calls that has been distributed to the instance. To open call log go to Calls tab. Copyright 2012 INFRATEL, Inc. 15

16 MightyCall Receptionist administration Figure 1.7. Calls tab 1. To search for the necessary records you can use Search Calls field. 2. Period From and To fields to select the necessary period the data will be displayed for. 3. You can define the necessary call type to show records - Inbound, Outbound, Missed and Connected Calls. 4. Click Export this call log link to export data to.csv file. Adding Click Connect widget to web site You can add Click Connect button to your web site. Your visitors will be able to call your company's phone number direct from the site page. Important These calls will be charged according your MightyCall service plan. To generate Click Connect code go to Click Connect tab and select the necessary business phone number. When a user clicks on Click Connect button, he\she is connected to this number. Specify Website widget code or button code and just copy\paste the code to your website \ signature. Copyright 2012 INFRATEL, Inc. 16

17 MightyCall Receptionist administration Figure 1.8. Click Connect code generation Administrator's voic Administrator can listen and manage his\her voic s on the Voic tab. This tab allows to search for the necessary voic s and download them to computer's hard disk. You can also select the necessary period the data will be displayed. Copyright 2012 INFRATEL, Inc. 17

18 Chapter 2. User Interface Personal settings To adjust your personal profile settings click on your login name in the left top part of the window. From the drop-down list select Profile command. On Your Personal Profile tab set a phone number where calls coming to that specific user will be forwarded to. Note Phone number must be in form of international notation (for example, ). Figure 2.1. User profile configuring Select your Time zone - it will be used when displaying call log and voic information. If necessary, you can change your personal information - such as Fisrt and Last names and . This address is used for any kind of system notifications (for example, when a new voic is received). You can change your account password from profile settings. To change password click on Change password link and enter current and new passwords. Personal Receptionist Personal receptionist allows to adjust call handling seetings and upload or record your personal greetings and messages. 1. Go to Receptionist tab. 2. Set action and prompts (is necessary) that will be used if user is not available. Copyright 2012 INFRATEL, Inc. 18

19 User Interface Figure 2.2. Personal audiofiles Tip You can use.wav,.wma or.mp3 files. 8 khz files are recommended for the best sound quality. To add your own audiofiles click Manage My Media Files link. You can upload audiofiles from computer or make recordings via computer or phone. 3. Define Send new Voic notifications via parameter - it allows to enable \disable voic notifications. When voic is received, message will be sent to user's mailbox. 4. Smart Call Settings section allows to enable\disable call screening and dial-by-name features. If call screening is enabled - when connecting to user, the system will speak the phone number or name of the caller. Dial-by-name feature provides a caller with an opportunity to reach a user by dialing his\her name instead of an extension number. Switching DND mode User can be switched to Do not disturb (DND) mode by pressing buttons on top of the page. You can adjust DND behavior on Personal profile Rules tab. Managing a voic 1. Go to the Voic tab. 2. Set filtering options for the voic list. 3. Listen, view or delete voic s. You can also mark specified voic s as read or unread if necessary. Copyright 2012 INFRATEL, Inc. 19

20 User Interface Managing call log Figure 2.3. Managing call log 1. Go to the Calls tab. Call management 2. Set filtering options for the call log list. A user can manage calls via telephony interface. To manage call press ## sequentially during a conversation. There are two kinds of menus that allows a user to manage calls. The first one will be played if a user have not any calls on hold. It allows to dial new phone number. The current call will be placed on hold. The second will be played if a user has a call on another line. Call management keys are listed in the following tables. Phone button Description ## Allows to dial a new phone number Table 2.1. Single call menu Phone button Description ## Plays a menu with available options. All the following keys must be entered after pressing ## key. 1 Complete call transfer. The call on the first line will be transfered to the subscriber on the second line. 2 Making conference Copyright 2012 INFRATEL, Inc. 20

21 User Interface Phone button Description 3 Disconnecting call on the second line 4 Return to the call on the first line 5 Return to the call on the second line Table 2.2. A menu with a call on hold Example 2.1. Call management - making a conference For example, you are talking with subscriber Michael Fox. To dial John Doe press # key twice. The conversation with Michael Fox will be placed on hold. Enter John Doe's phone number. To make a conference during the conversation with John Doe press # key twice again and then press 2. Copyright 2012 INFRATEL, Inc. 21

22 Chapter 3. User's FAQ Customer's questions 1. What is MightyCall Receptionist? MightyCall Receptionist is a virtual phone system that allows small business owners to get a company phone number, train an automated receptionist to handle calls, connect team members using their existing phones and allow website visitors to click to call directly from their website. 2. Does MightyCall Receptionist affect my phone service? No. MightyCall Receptionist is a system that is designed to enhance your existing phone service. Your cloud receptionist will only answer incoming calls and does not provide a dial tone for outbound calls. Therefore, you will maintain your existing telephone/mobile phone service with your existing provider. 3. What happens to my existing phone number once I get MightyCall Receptionist? MightyCall Receptionist is an overlay to your existing phone service plan. Your current phone number will not be affected by implementing MightyCall Receptionist and will also need to be maintained as your individual telephone service. 4. Can I use MightyCall Receptionist internationally? Currently, MightyCall Receptionist is available for US and Canadian customers. International capabilities will be added in the near future. 5. Do I need to sign a long-term contract? No. MightyCall Receptionist is a subscription-based, month-to-month virtual phone system. There are no long term contracts to sign and you can change subscription plans at any time. 6. How do I change my account settings? You can log into your MightyCall Receptionist account profile at any time using your account login information. 7. How do I change or cancel my subscription? You can change your plan settings by logging into your MightyCall Receptionist account profile using your account login information. 8. How do I ring multiple phones? With MightyCall Receptionist, you can ring multiple phones at the same time or ring them sequentially. To set this functionality, log into MightyCall Receptionist at MightyCall panel, go to the Settings tab, click Groups and then click +Add new group. Here, simply name your group, give it an extension, determine how long each step should ring for (this is the total ring time for simultaneous groups and the progression timer for sequential groups), choose to ring either sequentially or simultaneously and finally add users to this group. Groups can also be assigned as ring-in destinations (found in Receptionist) or as single-digit translations from an auto-attendant (found in Receptionist when you enable a menu). Copyright 2012 INFRATEL, Inc. 22

23 User's FAQ 9. How can I set my business hours? With MightyCall Receptionist, you can change how your phones operate during business hours after hours. To set this functionality, log into MightyCall Receptionist at MightyCall panel, go to the Receptionist tab, expand Receptionist Business Hours tab and establish when you are open. You also need to configure system behavior on non-working hours within the Receptionist tab. 10. I need to set how incoming calls are handled. How do I do this? To set this functionality, log into MightyCall Receptionist at MightyCall panel and go to Receptionist tab. Here you can assign an action (for example, to forward calls to extension) or enable a menu. You can also specify rules for Caller ID-based forwarding. For more details, please see Configuring Receptionist. 11. How do I set where calls to my extension go? To set this functionality, log into MightyCall Receptionist at MightyCall panel and in the right upper part of the window click on the your account's name. In pop up menu select Profile command. Here, specify the Primary Forwarding Number: field value. 12. How do I set-up my main auto-attendant and a separate after-hours attendant? To set this functionality, log into MightyCall Receptionist at MightyCall panel and go to Receptionist tab. Here, you can build the rule you need. 13. How to add an extension? To set this functionality, log into MightyCall Receptionist at MightyCall panel and go to Users tab. Here, click +Add new user. Assign a user name, , extension and default forward to position. 14. I'd like to record my own greeting. How can I do this? To set this functionality, log into MightyCall Receptionist at MightyCall panel and go to the Settings Media tab. You can upload files from your computer or record the necessary file via computer or via phone. 15. How do I check my voic ? To check voic , log into MightyCall Receptionist at MightyCall panel and go to Voic tab. This tab allows you to view, manage and listen to your voic s. Note, you will also be notified of new voic s by How do I view call logs? To check voic , log into MightyCall Receptionist at MightyCall panel and go to Calls tab. Here, you will see a list of calls to your number or extension. 17. How do I set specific call-handling rules for my extension? To set this functionality, log into MightyCall Receptionist at MightyCall panel and click on Receptionist. Here you can change how calls are routed for your extension under the following conditions: DND, Busy and No Answer and select custom greetings for each condition. 18. How do I select Do-Not-Disturb mode for my extension? Copyright 2012 INFRATEL, Inc. 23

24 User's FAQ To set this functionality, log into MightyCall Receptionist at MightyCall panel and at the top of the Receptionist page is a toggle for Available and Do Not Disturb. Toggle to Do-Not-Disturb when you don t want to be disturbed. Unless you have changed the setting, default behavior sends calls straight to voic . Copyright 2012 INFRATEL, Inc. 24

25 Index C Call groups, 11, 12 Call log customer administrator's call log, 15 Caller ID, 14 Click Connect widget, 16 E template, 14 template variables, 14 P Parallels Operation Automation, 7 Phone numbers's format outbound calls, 13 R Receptionist, 8 S Schedule, 10 U User add, 10, 11, 13 call forward, 18 call log, 20 call management, 20 DND, 19 , 11, 11, 13, 13 notification, 19 login, 11, 11, 13, 13 personal audiofiles, 18 personal profile, 18 properties configuration, 12 role, 11, 13 status, 11, 13 time zone, 18 voic , 19 Copyright 2012 INFRATEL, Inc. 25

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