IP Centrex User Guide Release 2.0

Transcription

1 IP Centrex User Guide Release 2.0

2 2012 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of Cox Communications

3 Table of Contents Table of Contents IP Centrex User Guide... i Release i Getting Started with Cox Business IP Centrex... 1 First-Time Users... 1 Logging into MyAccount... 1 Accessing the Web Portal... 2 IP Centrex Features... 3 Anonymous Rejection... 3 Answer Confirmation... 4 Auto Callback... 4 Barge-In Exempt... 5 Busy Lamp Field... 6 Call Forwarding Always... 7 Call Forwarding Busy... 8 Call Forwarding No Answer... 9 Call Forwarding Not Reachable Call Forwarding Remote Access Call Forwarding Selective Call Hold Call History Call Notify Call Park Call Park Retrieve Call Pickup Call Return Call Transfer Call Waiting Calling Line ID Blocking per Call Calling Line ID Delivery Internal Calling Line ID Delivery External Calling Name Delivery Calling Name Retrieval i

4 Table of Contents Calling Number Delivery Cancel Call Waiting per Call Common Phone List Custom Ringback User Directed Call Park Directed Call Pickup Directed Call Pickup with Barge In Do Not Disturb Group Directory Hoteling Guest Hoteling Host Incoming Calling Plan (User) Last Number Redial Multi-Location Extension Dialing Music On Hold - User N-Way Conferencing Outlook Integration Personal Call Manager Personal Phone List Personal Status Manager Priority Alert Push To Talk Remote Office Selective Call Acceptance Selective Call Rejection Sequential Ring Shared Call Appearance with Multiple Call Arrangement Simultaneous Ring Personal Speed Dial Speed Dial Standard Voice Mail Three-Way Calling/Consultation Hold/Call Transfer Time Schedule (Personal and Holiday) Unified Messaging Virtual Number Service ii

5 Table of Contents VoiceManager Toolbar Voice Portal Password Appendix A... i Feature Access Codes... i Index... viii IP Centrex User Guide iii

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7 Getting Started Getting Started with Cox Business IP Centrex First-Time Users As a first time user to the Cox Business IP Centrex application, you will receive a welcome from [email protected] before your installation date. The will contain your username and password. Logging into MyAccount Figure 1 shows a sample welcome that new users receive. The link that is highlighted should be used to access VoiceManager s MyAccount. Figure 1. Welcome (sample) Complete the following steps to log onto VoiceManager s MyAccount. 1. Click the embedded link in the to complete the registration process. You should see the phrase, Congratulations; you have successfully activated your account. 2. Click Go to Login Page. 3. Complete the personalized Secret Question and Answer. (Note: The answer must be 5-20 characters in length.) 4. Complete the Contact options and preferences information. 5. Click Save. IP Centrex User Guide 1

8 Getting Started Accessing the Web Portal You can access the MyAccount web portal in VoiceManager through a graphical user interface (GUI). Figure 2. MyAccount Login Page Use the following steps to access the VoiceManager Web Portal. 1. Enter in your web browser to open the Cox Business home page. 2. Click MyAccount in the Business options at the top of the screen. 3. Enter the login name that has been assigned to you in the Username field. (Note: Your login name/ address has been set up with Administrator privileges.) 4. Enter your Password in the corresponding field. (Note: All first-time users are prompted to change their password.) 5. Click Go to view your online profile information and associated accounts. 2 IP Centrex User Guide

9 IP Centrex Features This section provides steps to help you activate, enable and manage your IP Centrex features on your phone and online. Descriptions and benefits are provided where available. Anonymous Rejection Anonymous Rejection enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. By activating the service, callers without available Caller ID are informed that the user is not accepting calls at that time. The user s phone does not ring and they do not see or hear any indication of the attempted call. This service does not apply to calls from within the group. You have the option to activate and deactivate the service by accessing the feature either within the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. Privacy Only identified callers are accepted; those without identification don't ring through to your phone. You choose which calls to accept. Efficiency Anonymous Call Rejection helps you avoid unwanted calls so you can manage your time more effectively. Effortless You can turn this feature on in seconds with the click of a mouse. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Anonymous Rejection link. 3. Click the Anonymous Call Rejection On button to activate this feature. (Note: You may elect to use feature access codes *77# to activate and *87# to deactivate.) 4. Click OK to save. IP Centrex User Guide 3

10 Answer Confirmation Answer Confirmation allows the user to enable answer validation for all Simultaneous and Sequential features. The feature is automatically added to all user packages and the default provision setting is off ; therefore, you must manually turn it on to activate. It is used in conjunction with Simultaneous Ring or Sequential Ring features. When you turn it on and receive a simultaneous ring or sequential ring to a device you have configured, the caller hears the message, please push any key to continue this call. This message notifies you that you are about to answer an IP Centrex business call. If you press any key, you are connected to the caller. If you hang up the call without pressing a DTMF key, the call is disconnected. (Note: This is useful to avoid a mobile phone answering with voic .) Auto Callback Automatic Callback allows you to request notification when a busy line within your group becomes available. A distinctive ring notifies you when the user is available. Convenience Eliminate the need to repeatedly dial a user in your firm to check if they are available. Efficient Establish better and faster communications within your company. 1. From the Voice Tools menu, click the Outgoing Calls option. 2. Click the Automatic Callback link. 3. Click the Automatic Callback On button to activate this feature. (Note: From your phone, you may elect to use feature access code #80# to deactivate.) 4. Click OK to save. 4 IP Centrex User Guide

11 Barge-In Exempt Barge-in Exempt allows you to block users who have the Directed Call Pickup with Barge-in feature from intruding on your active calls. Privacy Maintain your current phone call without possibility of interruption from callers with barge-in capability. Convenience Turn feature on or off with the click of a button. 1. From the Voice Tools menu, click the Call Control option. 2. Click the Barge-In Exempt link. 3. Click the Barge-In Exempt On button to activate this feature. 4. Click OK to save. IP Centrex User Guide 5

12 Busy Lamp Field Busy Lamp Field works with your IP Phone to enable you to see when designated users are engaged in a telephone call. Likewise, users that are equipped with this feature and have selected your number can see when you are on a call. Customer Service Informs you about who is on an active call so that you can transfer a customer call to an available resource. Privacy Reduces interruptions when you are on the phone; and provides you with similar awareness of when others should not be disturbed. Note: Confirm that your Administrator has loaded the desired extension number(s) on your IP phone for which you want a Busy Lamp Field indication. 1. From the Voice Tools menu, click the Client Applications option. 2. Click the Busy Lamp link. 3. Click Search to locate the person whose phone you want to monitor. 4. Select the name of the person from the Available Users panel and click Add to move them to the Monitored Users panel. 5. Click OK. 6 IP Centrex User Guide

13 Call Forwarding Always Call Forwarding Always enables you to redirect incoming calls to another phone number. You may activate and deactivate the service by accessing the feature within the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. If you activate the feature, you must specify the telephone number to which the calls will be forwarded. Availability Enables key personnel to be available even when they are out of the office. Mobility Increases employee mobility without reducing communication. Decreases the risk of missing an important call. Coverage Equips other resources to manage calls when a key resource is away. Within the web interface, a ring reminder option alerts you that this service is still activated. 1. From the Voice Tools menu, select the Incoming Calls option. 2. Click the Call Forwarding Always link. 3. Click the Call Forwarding Always On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *72# to activate and *73# to deactivate.) 4. Enter the telephone number that you want calls forwarded to in the Calls Forward to phone number field. 5. Check the Play Ring Reminder when a call is forwarded checkbox if you want an alert ring to sound on your phone to remind you that the call has been forwarded. 6. Click OK to save. IP Centrex User Guide 7

14 Call Forwarding Busy Call Forwarding Busy allows you to forward your incoming calls to a different number when your phone is busy. Use this service when you want another person to receive the call instead of the caller being sent to your voice messaging box. You have the option to activate and deactivate the service by accessing the feature from the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. If activated, you must specify the forwarding number. Coverage Instead of having callers sent to your voice mail, program your phone to ring another person to maintain a more individual approach. Focus Stay focused on your tasks and decrease the chance of missed deadlines. 1. From the Voice Tools menu, select the Incoming Calls option. 2. Click the Call Forwarding Busy link. 3. Click the Call Forwarding Busy On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *90# to activate and *91# to deactivate.) 4. In the Calls Forward to phone number field, enter the telephone number that you would like your calls forwarded to when you are on another line. 5. Click OK to save. 8 IP Centrex User Guide

15 Call Forwarding No Answer Call Forwarding No Answer allows you to forward your calls to a different phone when you do not answer your phone within a predetermined number of rings. Use this service to ensure the call is answered rather than having it sent to a voice messaging system or missing the call. You have the option to activate and deactivate the service by accessing the feature from the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. If activated, you must specify the forwarding number. Service Instead of making callers leave a message, you can instantly provide another answering option. Availability Keep in touch regardless of your location and minimize caller frustration if you are unable to answer your calls. 1. From the Voice Tools menu, select the Incoming Calls option. 2. Click the Call Forwarding No Answer link. 3. Click the Call Forwarding No Answer On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *92# to activate and *93# to deactivate.) 4. Enter the Call Forward No Answer phone number. 5. Select the number of rings you prefer before the call is sent to the forwarded number. 6. Click OK to save. IP Centrex User Guide 9

16 Call Forwarding Not Reachable Call Forwarding Not Reachable allows you to forward all of your incoming calls to a different phone number when the phone system is not operational; for example, due to a power outage, cable cut, or device connection issue. Continuity Enables calls to be answered during an outage or disaster recovery situation. Automatic After initial set up, 24x7 Business Continuity occurs automatically on all routing. Flexibility The telephone number used for routing calls can be changed instantly from any internet connection. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Call Forwarding Not Reachable link. 3. Click the Call Transfer Recall On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *94# to activate and *95# to deactivate the feature.) 4. Enter the Call Forward To phone number. 5. Click OK to save. 10 IP Centrex User Guide

17 Call Forwarding Remote Access Call Forwarding Remote Access enables users to activate, deactivate, and program their Call Forwarding Always service from any phone via their voice portal. IP Centrex Features Convenience Manage how your calls are forwarded from any location. Ease: Change your call forwarding option, activate and deactivate the feature and change the destination to which calls are forwarded through a one-digit touch. 1. From your phone, dial the 10-digit Voice Portal number provided by Cox Business. 2. At the prompt, enter your 10-digit VoiceManager number followed by the # key. 3. At the prompt, enter your passcode followed by the # key. 4. Press 4 to change your Call Forwarding option. 5. Press 1 to activate Call Forwarding. 6. Press 2 to deactivate Call Forwarding. 7. Press 3 to change the Forwarding Destination. 8. Press * to return to the previous menu. IP Centrex User Guide 11

18 Call Forwarding Selective Call Forwarding Selective allows you to forward specific calls matching predefined criteria to a different phone number. The criteria for Call Forwarding Selective entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule. For example, all business calls from area code 704 could automatically be forwarded to a specific person or hunt group; or a call from the user s home number from 2:00-3:00 p.m. on Tuesday can be forwarded to your cell phone. Speed Eliminate playing phone tag and having to return messages. You can get your calls without having to give callers different numbers to try and locate you. Control Define which callers can reach you and those that can t. Take the guess-work out of your decision to answer the phone. All criteria for an entry must be true for the call to be forwarded. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Call Forwarding Selective link. 3. Enter the Default Call Forward to phone number. You may elect to click the Play Ring Reminder when a call is forwarded to alert you that the call has been forwarded. 4. Click Apply and Add. 5. Enter a name for the selective call type in the Description field. Click the radio button to identify whether you want to send calls to the default forward phone number or enter a different number to forward the call to, if applicable. 6. From the drop-down menu, select the time schedule that you want to enable selective forwarding. 12 IP Centrex User Guide

19 7. Designate the phone number types or specific numbers you want to answer in the Calls From section. 8. Click OK. 9. Click the Call Forwarding Selective On radio button. 10. Click OK to save. Call Hold Flash Call Hold allows you to dial a feature access code to hold and retrieve calls. To hold the call, click the Flash button or switch hook once then dial the feature access code, *22#. You can then make another call while the first call is held. Press the Flash button followed by *22# to toggle between active and held calls. Availability Ensure important calls are not missed if you are engaged in a call. Flexibility Address those calls that are of a more urgent nature and discuss call-back times for those that are not. 1. From your phone, press the Flash button or the switch hook. 2. Dial feature access code *22# to place the call on hold. 3. Make a second call. (Note: To toggle between calls, press the Flash button and dial *22#.) IP Centrex User Guide 13

20 Call History Call History enables you to view telephone numbers from calls that you have missed, received and dialed. When you click any of the tabs, the Name, Number and Date/Time of the call appears. You may call the number by clicking the link of the telephone number. Convenience Dial calls automatically with the click of a mouse. Information Access contact information instantly on recent call dialed, received, or missed. 1. From the Voice Tools menu, click the Personal Call Manager link. 2. Click the Call History tab. 3. Select Missed Calls, Received Calls, or Dialed Calls to view the calls in those categories. 4. You may place a call to that number immediately by clicking the number link. 14 IP Centrex User Guide

21 Call Notify Call Notify sends you an alert for all incoming calls that meet criteria you have specified. Each Call Notify profile can include up to 12 numbers or digit patterns (such as area codes) and a specific time schedule. Urgency Provide a reminder alert to your smart phone on any high priority business calls you miss. Balance Customize setup options to include calls from family and friends to ensure appropriate follow up. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Call Notify link. 3. Input the address to which the notification should be sent. 4. Click Apply and Add. 5. Enter a name for this selective call type in the Description text field. 6. Click the radio button to designate whether you want to be notified or not. 7. From the drop-down menu, select the time schedule that you want to enable for call notification. 8. Designate the phone number types or specific numbers for which you want to be notified. Click OK to save the profile. 9. Select the Active box for the Call Notify profile you wish to use. 10. Click OK to save. IP Centrex User Guide 15

22 Call Park Call Park enables you to answer a call and park it (place it on hold) so a party at another extension can retrieve it. If you have the Music On Hold feature, it can be enabled for all callers who are parked to hear while they are waiting to have their call answered. Flexibility Hold and retrieve calls from any phone in the facility. Service Answer and hold important calls for other team member until they are available to speak with the caller. 1. From your phone, press the Flash button or switch hook. 2. Press feature access code *68# to park a call to your own line, or press *68 (without the # sign) and follow instructions to park the call on a different extension. 3. Hang up to park the call on that extension. Note: To answer a call parked on your phone, dial feature access code *88# and then the # sign again. To answer a call parked on a different phone, dial feature access code *88# and follow instructions to park the call on that extension. Call Park Retrieve Re-connect with calls that are parked. 1. From your phone, press *88#. 2. Dial the extension where the call is parked and press # or press # if parked on the extension retrieving the call. 16 IP Centrex User Guide

23 Call Pickup Call Pickup enables you to answer any line ringing within your Call Pickup Group. Note: A Call Pickup Group is defined by the Group Administrator. Convenience Answer calls to any phone in the group from any other phone within the call pick-up group. Customer Service Ensure that customer calls are answered in the fewest number of rings. 1. From your phone, press feature access code *98# to answer calls for other phones within your group. (Note: The phone that has been ringing the longest in the Call Pickup Group is answered.) Call Return Call back the last incoming caller (for numbers available to IP Centrex). 1. From your phone, use feature access code *69# to dial the last incoming call automatically. Call Transfer Call Transfer allows you to transfer a call to another phone number inside or outside of the company. This can be done from any flash-equipped phone, the VoiceManager Toolbar, or the Personal Call Manager portal. Service Transfer a caller to the right resource that can best serve them. Send calls to other parties with or without introducing the caller. IP Centrex User Guide 17

24 To transfer a call: 1. Use the Flash button or the switch hook on the initial call. 2. Dial the telephone number or the extension of the person to whom you wish to transfer the call. 3. When the called party answers, you can connect all three calls by flashing your switch hook. 4. To drop out of the call and connect the other two parties, hang up the phone. To set up advanced transfer features: 1. From the Voice Tools menu, click the Call Control option. 2. Click the Call Transfer link and click the Call Transfer Recall On radio button. 3. Set the Number of rings before recall you want the transferring call to ring before returning to you for re-answer. 4. Select the Enable Busy Camp On box and enter the time in seconds if you want to set a time limit for how long a blind transferred call will remain available to be directly answered. For example, Employee A is configured (as shown in the image above) and they blind transfer a call to Employee C, who is engaged in a call, and has activated the Call Waiting feature. If Employee C ends the call within 30 seconds, the camped on call rings their phone immediately. 5. Click the Use Diversion Inhibitor for Blind Transfer On radio button to prevent the call from being redirected to another destination or voice mail without providing information to the destination party. 6. Click the Use Diversion Inhibitor for Consultative Transfer On radio button to prevent the call from being redirected to another destination or voice mail when you provide information to the destination party. 7. Click OK. 18 IP Centrex User Guide

25 Call Waiting Call Waiting allows you to answer another call while you are on the phone. The caller s line identification is provided if your phone is equipped with this capability. You have the option to activate and deactivate the service by accessing the feature from the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. Productivity Enables identification of important calls to address needs immediately. Convenience Decreases the chance of missing calls while on another line with the click of a button. 1. From the Voice Tools menu, click the Call Control option. 2. Click the Call Waiting link. 3. Click the Call Waiting On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *43# to activate and #43# to deactivate.) 4. Click OK to save. When a call comes in while you are on the phone, depress the Flash button to place the current call on hold and answer the second call. IP Centrex User Guide 19

26 Calling Line ID Blocking per Call Calling Line ID Blocking allows you to prevent your number from being displayed when calling numbers outside of your company. However, members of your group can see your number when they are called. Privacy Prevent viewing of your calling line identification; and retain calling line anonymity while on the phone. Choice Show calling line information for specific calls when preferred. You have the option to activate and deactivate the service by accessing the feature either within the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. 1. From the Voice Tools menu, click the Outgoing Calls option. 2. Click the Line ID Blocking link. 3. Click the Block Calling Line ID on Outgoing Calls On button to activate this feature. To activate Calling Line ID Delivery Blocking for all outgoing calls from your phone, dial feature access code *31#. To deactivate Calling Line ID Delivery Blocking on all outgoing calls, dial feature access code #31#. To block your Calling Line ID on only the next outgoing call from your phone, dial feature access codes *67#, followed by the outgoing call number. 20 IP Centrex User Guide

27 Calling Line ID Delivery Internal Internal Call Line ID Delivery enables the display of a caller s identity inside the company or group, Unless blocked by the user, IP Centrex delivers the available phone number and name of the internal caller. You have the option to activate and deactivate the service by accessing the feature within the VoiceManager Toolbar interface or the MyAccount Portal. Control Decide whether or not to accept an internal company call and customize your greeting accordingly. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Internal Calling Line ID Delivery link. 3. Click the Internal Calling Line ID Delivery On button. 4. Click OK to save. IP Centrex User Guide 21

28 Calling Line ID Delivery External External Call Line ID Delivery enables the display of an outside caller s identity to the user via any calling line ID-equipped phone or device. Delivered information can include the caller s phone number and name. This data is delivered only if available and if it has not been blocked by the caller. You have the option to activate and deactivate the service by accessing the feature within the VoiceManager Toolbar interface or the MyAccount Portal. Control Decide whether or not to accept a call from an external caller and customize your greeting accordingly. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the External Calling Line ID Delivery link. 3. Click the Enable External Calling Line ID Delivery On button to activate this feature. 4. Click OK to save. 22 IP Centrex User Guide

29 Calling Name Delivery Calling Name Delivery enables you to see an incoming caller's name if it is made available with the call. Control Identify the incoming caller s name regardless of whether the caller is from inside or outside of your group. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Calling Name Delivery link. 3. Click the Enable External Calling Name Delivery On radio button to display names of callers outside your group. 4. Click the Enable Internal Calling Name Delivery On radio button to display names of callers inside your group. 5. Click OK to save. IP Centrex User Guide 23

30 Calling Name Retrieval Calling Name Retrieval enables you to identify a caller's name using information from a source other than the Cox Network, such as your Outlook folder or Smart Phone. Control Identify the name of a caller based upon unique information access, and then manage the call as appropriate. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Calling Name Retrieval link. 3. Click the Enable Calling Name Retrieval On radio button to activate the feature. 4. Click OK to save. 24 IP Centrex User Guide

31 Calling Number Delivery Calling Number Delivery enables you to see a caller's telephone number when they are trying to reach you. Control Identify an incoming call s telephone number to prioritize and determine if you want to answer the call. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Calling Number Delivery link. 3. Click the Enable External Calling Number Delivery On radio button to display telephone numbers of callers outside your group. 4. Click the Enable Internal Calling Number Delivery On radio button to display telephone numbers of callers inside your group. 5. Click OK. IP Centrex User Guide 25

32 Cancel Call Waiting per Call Turn off Call Waiting to make an uninterrupted phone call. The Call Waiting service turns back on after the next outgoing phone call. 1. From your phone, press *70#. Common Phone List Common Phone List allows you to create and store a list of frequently called contacts that others in the company can access and call. Click-to-dial capabilities are provided via the VoiceManager Toolbar and Personal Call Manager features. Convenience Create a customized list of contacts you may call at the click of a mouse from anywhere. Productivity Find and use frequently called phone numbers instantly. To Input And Save Phone Numbers 1. From the Voice Administration menu, click the Utilities option. 2. Click the Common Phone List link. 3. Click Add. 4. Enter the contact s Name and Phone Number. 5. Click OK. (Note: To modify an existing contact, follow steps 1-2 above and click the Edit link to the right of the contact s name. Make the changes and click Save.) 26 IP Centrex User Guide

33 To Dial Common Phone List Numbers 1. From the Voice Tools menu, click the Personal Call Manager link. 2. Select the Group tab. 3. Select the Number you wish to contact. 4. Click Dial. (Note: To eliminate this step and place the call when you click it, open the Settings tab and check the Use One-Click Dialing checkbox.) IP Centrex User Guide 27

34 Custom Ringback User Custom Ringback User enables callers to hear a media file when they call you. Instead of ringing, they hear the message or music you specify until their call is answered or goes to voice mail. Image Enhance perception of callers related to unique business or customer service applications, by providing custom messaging or music for them to listen to until their call is answered. 1. From the Voice Tools menu, select the Incoming Calls option. 2. Click the Custom Ringback User link. 3. Click Add to create or Edit to modify an existing ringback profile. 4. In the Description field, enter the name you want to associate to this ringback profile. 5. Select the Play customer ringback radio button. From the Selected Time Schedule dropdown menu, choose the time range you want the ringback recording to be activated. 6. Designate the phone number types or specific numbers that you want to initiate the playback of this ringback recording. 7. To upload the recording, click the Initial Ringback tab near the top of that page. 8. Click the Personal Ringback File radio button and click Browse to locate the audio file you want to use. (Note: The WAV file must use the CCITT u-law or a-law codec format and be less than 2 minutes long.) 9. Click OK to save and return to the summary page. 28 IP Centrex User Guide

35 10. Confirm that the Active profile is checked and click OK to complete the feature configuration. Directed Call Park Directed Call Park enables a user to hold a call by a specific extension number and pick up from any in-group extension. Directed Call Pickup allows a user to hold a call against a specific extension and retrieve the call from any extension within the group. Convenience Answer incoming calls ringing on any phone within your group without having to leave your desk. Flexibility You may park the call on the destination phone number and retrieve it from any extension in the group. You may also pick up the call that is parked on any extension in the group. If you want to Then Park a Call on a Different Extension 1. Press *68#. 2. Enter the extension where the call is parked followed by the # sign. Retrieve the Parked Call from Any Extension in the Group Pickup a Directed Call from Any Extension in the Group 1. Press *88#. 2. Enter the extension that the call was parked on. 1. Press *97#. 2. Enter the extension where the call is ringing. 3. The call is transferred to the phone from which you are calling. Directed Call Pickup Directed Call Pickup allows you to answer a call ringing to a specific extension within the call pick-up group, instead of other calls that may be ringing within that call pickup group. Note: A Call Pickup Group is defined by the Group Administrator. Convenience Answer an incoming call to another phone without having to leave your desk. Priority Answer a specific incoming call to the call pick up group first to ensure faster handling time and service. 1. From your phone, press the Flash button or switch hook. 2. Press feature access code *97# and the extension number of the phone you want to pick up. 3. Press the # sign again. IP Centrex User Guide 29

36 Directed Call Pickup with Barge In Directed Call Pickup With Barge In enables you to automatically conference in to an existing call that has been answered within the call pickup group. Note: A Call Pickup Group and Barge In rules are defined by the Group Administrator. Convenience Answer an incoming call to another phone without having to leave your desk. Quality Join a call in progress to monitor the quality of the communication and provide coaching or support. 1. From your phone, press the Flash button or switch hook. 2. Press feature access code *33# and the specific extension number of the call you want to pick up. 3. Press the # sign again. 30 IP Centrex User Guide

37 Do Not Disturb Do Not Disturb allows you to set your station as unavailable so that incoming calls are given a busy response. You have the option to activate and deactivate the service by dialing a feature access code from your phone or configuring the service through your web interface. A status indicator on the Personal Call Manager identifies whether this service is enabled. Productivity Maintain your concentration because it stops your handset from ringing. Convenient Turn feature on and off with the click of a button. Flexibility Make outgoing calls even when the feature is activated. How to Use 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Do Not Disturb link. 3. Click the Do Not Disturb On radio button to activate the feature.( Note: From your phone, you may elect to use feature access code *78# to activate the feature and *79# to deactivate.) 4. Check the Play Ring Reminder when a call is blocked checkbox if you want an alert to remind you that the feature is still active. 5. Click OK. IP Centrex User Guide 31

38 Group Directory Group Directory provides easy access to the names and phone numbers of people in the company; and any names and phone numbers added by the administrator to the common phone list. Convenience Find any employee s phone number at the click of a mouse button. Productivity Find and use frequently called company phone numbers instantly. Continuity Obtain immediate and 24x7 access to employee and emergency numbers from any internet browser. 1. From the Voice Tools menu, click the Personal Call Manager link. 2. Click the Group button. 3. Select the phone number link you wish to call and click Dial. If you have selected one-click dialing in the Settings tab, click the number link to bypass the click Dial step. (Note: Employee/User numbers are automatically inserted into the Group Directory from MyAccount. All other names and numbers are from the common phone list feature, if configured.) 32 IP Centrex User Guide

39 Hoteling Guest Hoteling Guest enables you to place and receive calls that appear as your office phone number when you visit companies that use VoiceManager. Mobility Make and receive calls from company locations as if you are in your office. 1. From the Voice Tools menu, click the Call Control option. 2. Click the Hoteling Guest link. 3. Click the Hoteling Guest On radio button. 4. Check the Limit Association To checkbox and enter the number of Hours that you want the feature enabled. 5. Click Search to locate a specific individual and assign them to an Associated Host that you add from the Available Hosts panel. 6. Click OK. Note: If you do not see the name of the Available Host you need, contact the company and request that they enable/configure their phone to be used as a host. (Tip: The Limit Association to value must be within the hour quantity that the Host has designated.) IP Centrex User Guide 33

40 Hoteling Host Hoteling Host allows you to provide phones at your site for visitors to use so that they can make and receive calls that appear as their own phone number. Mobility Enable visitors to make and receive calls using their telephone number regardless of which company location they visit. 1. From the Voice Tools menu, click the Call Control option. 2. Click the Hoteling Host link. 3. Click the Hoteling Host On radio button. 4. Check the Enforce Association Limit checkbox and enter the number of Hours that you want the feature enabled. 5. Click OK. IP Centrex User Guide 34

41 Incoming Calling Plan (User) Incoming Calling Plan for Users enables your company to set restrictions on the types of calls that your staff can receive. Permissions can be set up on a companywide or user specific basis. Cost Reduce calling expenses by preventing collect calls from being accepted by a user. Productivity Prevent outside callers from reaching and speaking with a user that should be restricted to only internal calling 1. From the Voice Administration menu, click the Users link. 2. Click Search to view the list of all users. 3. Click the Edit link next to the person you want to modify. 4. Return to the Voice Administration menu and click the Call Plans option. 5. Click the Incoming Call Plan link. 6. From the Calls From Within Group column, check the box to grant access so the user can accept calls from different group members. 7. From the Calls From Outside Group column, select Y, N, or P in the drop-down menus to define whether the user can accept or reject calls from external callers, or opt to accept transferred calls from another user. 8. From the Collect Calls column, check the box to grant the user the ability to accept Collect Calls. 9. Click OK. IP Centrex User Guide 35

42 Last Number Redial Last Number Redial enables you to redial the last number you called by dialing a feature access code from your phone. Convenience and Speed Save time having to remember or looking up the last number you called. 1. From your phone, use feature access code *66# to redial the last outgoing number. Multi-Location Extension Dialing IP Centrex customers with locations in different Cox Business markets in the same city or state or in different states can dial between the locations using a 4-digit extension dialing without incurring any local or long distance usage charges. 1. No setup configuration is required. 36 IP Centrex User Guide

43 Music On Hold - User Music on Hold enables a user to allow their caller to hear company-provided music or messaging when the caller must be placed on hold. This service can be used in conjunction with the Call Hold and Call Park features. Courtesy Make the time that callers must be on hold more pleasant. Hearing music or a message assures the caller they have not been cut off. Awareness Advertise your product suite and service offerings. Ease Turn feature off and on with the click of a button. 1. From the Voice Tools menu, click the Call Control option. 2. Click the Music on Hold link. 3. From the General Settings tab, click the Music on Hold On radio button. 4. Click the Group Defined Music or Customer Music File to define what you want the callers to hear. (Note: If you select the Custom Music File, click the Browse button to locate and upload the specific file.) 5. You may elect to click the Internal Calls Settings tab to play a different message or music for calls made to employees in your company. Check the Use Alternate Source for Internal Calls checkbox and repeat step Click OK to save. IP Centrex User Guide 37

44 N-Way Conferencing N-Way Conferencing allows a user to conduct teleconference calls for a maximum of 15 telephone numbers without the need for any special configuration. Costs Reduce meeting and travel costs by conducting business via teleconferencing. Productivity Get the right people together in real-time to make decisions quicker. Flexibility Set up a conference call anytime and anywhere to conduct business. Use the following steps to place a multi-way conference call from any IP Phone. 1. Dial the first party you want to conference. 2. When the person answers, click Conference to place that person on hold. 3. Dial another number to conference. 4. When that person answers, click Conference to connect that call. 5. Click Conference to place the parties on hold. 6. Repeat steps 3-5 to add a maximum of 15 people to the call. 38 IP Centrex User Guide

45 Outlook Integration Outlook Integration enables users to incorporate their contacts from Microsoft Outlook for access via VoiceManager Toolbar and Personal Call Manager. Efficient Access all your contacts, including those in Outlook, from a single interface. Convenience Click an Outlook contact and automatically dial their number with ease. Outlook Contacts can be searched by name or company and the number called by use of a click-to-dial option. V-card information, if available, can also be displayed by clicking their name. 1. For initial setup, from the Voice Tools menu, click the Client Applications option. 2. Click the Outlook Integration link. 3. Click the Outlook Integration On radio button to activate this feature. 4. Select how you want to incorporate your contacts information by clicking either Retrieve Contacts From Default Contact Folder Only or Retrieve All Contacts. 5. Click OK. 6. To place calls access Outlook, open your Personal Call Manager window and click Outlook, or use your Toolbar and enter your criteria in the Search field. 7. Click Contact to place the call. IP Centrex User Guide 39

46 Personal Call Manager Personal Call Manager is a web-based tool in MyAccount. When connected to any direct dialed phone, it provides feature-rich calling capability whether you are in the office or working remotely. Mobility From an Internet browser, make and receive calls when you have access to a phone that can be dialed directly. Convenience Through a single computer screen, you can initiate and receive calls as if you are at your desk. With the click of the mouse, calls can be: speeddialed, placed on hold, transferred, conferenced or sent to voice mail. 1. From the Voice Tools menu, click the Personal Call Manager link in the upper right corner to open the screen. (Note: The Service Status checkboxes, Do Not Disturb (DND), Call Forwarding Always (CFA) and Remote Office (RO) are selected based on settings you have configured previously.) 2. Choose your availability status from the Profile drop-down menu. This menu reflects any settings you have configured in the Personal Status Manager feature. 3. Enter a phone number in the Enter Phone Number field and click Dial to initiate a call. 4. Click the Group tab to display a list of all users in your business group or enterprise. From the Personal or Call History tabs, you can click a phone number link to: initiate a call, redial a previous incoming / outgoing call, transfer, send a call to voice mail, answer the call, place a new call on hold, conference, or end the call. 5. Within the active tabs labeled Group, Personal, Call History or Outlook, outbound calls can be made to any telephone number there by clicking on the phone number link. (Note: These features are detailed in their respective feature pages.) 6. Within the Options tab, current configurations are available to activate one-click dialing, and in Outlook, be able to open a journal entry on incoming / outgoing calls and load contacts from your computer. 7. Close the window by clicking the red X in the upper right corner. 40 IP Centrex User Guide

47 Personal Phone List Personal Phone List allows you to create a list of your contacts names and phone numbers that you can call with a click-to-dial feature. Convenience Create a customized list of contacts you may call at the click of a mouse. Productivity Find and use frequently called phone numbers instantly. To Input and Save Phone Numbers 1. From the Voice Tools menu, click the Outgoing Calls option. 2. Click the Personal Phone List link. 3. Click Add. 4. Enter the Name and Phone Number in the fields 5. Click OK. (Note: To edit entries, click the Edit link to the right of the contact you want to modify. Make the desired changes and select Save.) To Dial Personal Phone List Numbers 1. From the Voice Tools menu, click the Personal Call Manager link and select the Personal tab. 2. Select the number you wish to contact then click Dial to place the call. (Note: In the Settings tab is a Use One-Click Dialing option that when checked, eliminates the click Dial step in making a call.) IP Centrex User Guide 41

48 Personal Status Manager Personal Status Manager allows you to control your inbound calls through four pre-configured profiles: in the office, out of the office, busy, or unavailable. These profiles can be changed quickly from any Internet browser, and can be activated online or from any phone, anywhere using the Voice Portal feature. Choice Manage your incoming calls based on four business scenarios that enable you to customize call management from a remote location. Ease Set it and forget it, or instantly change the routing of your calls with a single setting. 42 IP Centrex User Guide

49 1. From the Voice Tools menu, click the Incoming option. 2. Click the Personal Status Manager link. 3. From the Current Profile drop-down menu, select the type of profile you want to configure and insert values in any section of the screen. (Note: Personal Status Manager takes precedence over other service settings associated with processing incoming calls. You can use the Voice Portal feature to activate any of the four calling profiles from a telephone.) 4. Click OK. IP Centrex User Guide 43

50 Priority Alert Priority Alert allows you to make your phone ring with a different cadence on calls based on your pre-defined criteria. Use this service to alert you when a call from a specific telephone number or digit string (such as area code) is trying to reach you. Service Provides you with a quick way to identify high priority calls. Convenient Provides time range distinctions when you want to answer calls; and governs your time by limiting interruptions. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Priority Alert link. 3. Click Add. 4. In the Description field, enter a name for the alert. 5. Click the Use priority alert or Do not use priority alert radio button to define the action you want based on the specific telephone number or time of day rules. 6. From the Selected Time Schedule and Selected Holiday Schedule, choose the schedule to want to use. 7. In the Calls from section, select the radio button next to Any phone number or Following phone numbers. If Following phone numbers is clicked, you can select Any private number, Any unavailable number, and up to 12 Specific phone numbers or digit strings to trigger the Priority Alert feature. For example, in using the (?) sign as a wild card character, if you entered the digit string 404???????, any call from the 404 area code triggers the Priority Alert feature. 8. Click OK. 44 IP Centrex User Guide

51 Push To Talk Push To Talk enables you to establish an intercom capability with one or more other users in the company. Convenience Provides a separate and open talk path to reach another team member. Speed Improves speed of communication for addressing daily or ad hoc tasks. Status Reinforces the support level structure created by the business. Note: Confirm that your Administrator has loaded the desired extension number(s) on your IP phone for which you want to configure the Push To Talk connection. 1. From the Voice Tools menu, click the Call Control option. 2. Click the Push To Talk Office link. 3. Select the Auto-Answer radio button to allow the selected user to automatically answer your call. 4. Determine if you want the intercom path to be a One-Way connection, where only your voice is heard, or if you prefer to enable Two-Way communications where you are able to hear them as well. 5. Select your Access List preference. Click the Allow calls from only the users selected below radio button to enable individuals you list in the Selected Users column to call you. Click the Allow calls from everyone except the users selected below radio button to disable individuals listed in the Selected Users column to call you. 6. Click Search to display a list of all Available Users that you can associate with this feature. Click Add to move Available Users to the Selected Users column based on your access preference you defined in step Click OK to save. IP Centrex User Guide 45

52 Remote Office Remote Office allows you to use your home phone, your cell, or any direct dialed number as your business phone. All calls coming to your business line will ring this remote office phone. When you use Personal Call Manager, you can also make calls from the remote phone and have them billed to your business. Mobility Use your office number to make and receive calls anywhere in the world. Costs Reduce facility costs by enabling employees to work from home. Use company long distance service instead of more costly calling options. Productivity Eliminate office interruptions by allowing you to work from anywhere and manage communications as though you are in your office. 1. From the Voice Tools menu, click the Call Control option. 2. Click the Remote Office link. 3. Click the Remote Office On button to activate this feature. 4. In the Remote Phone Number field, enter the telephone number that you want your calls sent. 5. Click OK to save. Note: Use Remote Office in conjunction with Personal Call Manager to place outbound calls that use your office Calling Line ID and also bill to the company. IP Centrex User Guide 46

53 Selective Call Acceptance Selective Acceptance allows you to receive calls that meet pre-defined criteria. The criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule. All criteria for an entry must be true for you to receive the call. Control Authorize calls you will answer. Provide time range distinctions for when you want to accept or decline certain calls to govern your time by limiting interruptions. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Selective Acceptance link. 3. Click Add. 4. In the Description field, enter a name for this selective call type. 5. Click the Accept call or Do not accept call radio button to define what calls to accept. 6. From the Selected Time Schedule and Selected Holiday Schedule drop-down menus, select the time or holiday schedule for which you want to activate a call acceptance rule. 7. Designate the phone number types or Specific phone numbers for which you want to accept or decline calls. 8. Click OK. (Note: Callers that are outside of this rule will hear a voice response message that you are not accepting calls.) Note: Once a Selective Acceptance profile has been added, you can check or uncheck the Active box to apply the rule you created from the feature summary page. IP Centrex User Guide 47

54 Selective Call Rejection Selective Rejection allows you to decline calls that meet pre-defined criteria. The criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule. All criteria for an entry must be true for you to reject the call. Control Prevent calls you do not want to answer from reaching you. Provide time range distinctions for when you want to reject or not reject certain calls to govern your time by limiting interruptions. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Selective Rejection link. 3. Click Add. 4. In the Description field, enter a name for this selective call type. 5. From the Selected Time Schedule and Selected Holiday Schedule drop-down menus, select the time or holiday schedule that you want to activate a call rejection rule. 6. Designate the phone number types or Specific phone numbers for which you want to reject or accept calls. 7. Click OK. (Note: Callers that meet the criteria of this rule hear a voice response message that you are not accepting calls.) Note: Once a Selective Acceptance profile has been added, you can check or uncheck the Active box to apply the rule you created. 48 IP Centrex User Guide

55 Sequential Ring Sequential Ring enables users to define a find-me list of phone numbers that are alerted sequentially for incoming calls that match specified criteria. While the service searches for the user, the calling party is provided with a greeting followed by periodic find-me comfort announcements. Coverage Enable important calls to your office that cannot be answered to route in a preferred sequence to your cell, your home phone, or other numbers instead of voice mail. Service Minimize caller frustration if you are unable to answer your main line. Enable the caller to have a better experience while waiting for their call to be answered. 1. From the Voice Tools menu, select the Incoming Calls option. 2. Click the Sequential Ring link and click the Use Base Location first checkbox, if you want that number to be called first. 3. Select the Number of rings you prefer before the call rings the next line. 4. Enter the telephone numbers for Sequential Ring and select the number of rings you want to assign to each number. 5. Check Answer Confirmation required to prompt the answering party to enter a confirmation digit to complete the call. 6. Click OK to save. IP Centrex User Guide 49

56 Shared Call Appearance with Multiple Call Arrangement 1. From the Voice Tools menu, select the Call Control option and click the Shared Call Appearance link. 2. Check the Alert all appearances for Click-To-Dial calls checkbox when you use VoiceManager Toolbar and want your Click-To-Dial calls to ring all phones that have your line appearance. (Note: Do not select this option if you prefer your line to ring your phone only.) 3. Check the Allow Call Retrieve from another location checkbox when you use a feature access code to automatically retrieve a call that was answered at another Shared Call Appearance of your number. 4. Check the Multiple Call Arrangement On checkbox to allow multiple calls using your phone number / ID to be dialed or answered simultaneously across all Shared Call Appearances of your number. 5. Check the Allow bridging between locations checkbox when you want to use a feature access code to bridge a 3-Way conference call automatically for any call that has been answered at another Shared Call Appearance of your number. 6. Select the type of Bridge Warning tone treatment you prefer when you bridge and join a call using a feature access code. Click None to apply no tone alert treatment upon your entry to the call. Click Barge-in only to provide a single tone alert. Click Barge-in and repeat every 30 seconds to provide a tone alert at that interval. 7. Click Edit to the right of the selected Line/Port to modify a specific IP Phone device that has a Shared Call Appearance of your line. 50 IP Centrex User Guide

57 (cont) 8. Check the Enable this location to connect the phone that uses your line. If you wish to restrict the Origination or Termination of your calls related to that phone device, contact your company s VoiceManager administrator for help. 9. Click OK. (Note: The previous screen displays. Click OK to save all changes). IP Centrex User Guide 51

58 Simultaneous Ring Personal Simultaneous Ring Personal rings multiple phone numbers in addition to your primary phone when you receive a call. Service Minimize calls missed from customers and other important callers. Mobility Receive office calls immediately regardless of where you are. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Simultaneous Ring Personal link. 3. Click the Simultaneous Ring Personal On button to activate this feature. 4. Choose Don t ring my Simultaneous Ring numbers if I m already on a call to activate that rule. 5. Enter up to 10 phone numbers that you want to ring simultaneously when you receive a call to your office line. 6. Select the Answer confirmation required checkbox to prompt the answering party on that line to enter a confirmation digit to answer the call. (Note: We recommend that you use this option to prevent an unanswered call from going into a voice mailbox that may be associated with another line.) 7. If the specific telephone number or time of day rules are not needed, click OK to save the configuration. 8. If the specific telephone number or time of day rules are needed, click Add and enter text in the Description field to define the Simultaneous Ring feature. 9. Click the Use simultaneous ring personal or Do not use simultaneous ring personal radio button to define the action you want to use based on the specific telephone number or time of day rules. 10. From the Selected Time Schedule and Selected Holiday Schedule, choose the schedule to want to use. 11. In the Calls from section, select the radio button next to Any phone number or Following phone numbers. If Following phone numbers is selected, you can select Any private IP Centrex User Guide 52

59 number, Any unavailable number, and up to 12 Specific phone numbers or digit strings to trigger the Simultaneous Ring Personal feature. For example, in using the (?) sign as a wild card character, if you entered the digit string 404???????, any call from the 404 area code triggers the Simultaneous Ring Personal feature. 12. Click OK. IP Centrex User Guide 53

60 Speed Dial 8 Speed Dial 8 allows you to set up single digit dialing for up to eight (8) frequently called phone numbers. With Speed Dial 8, numbers can be programmed into the system through the online portal or from your desk phone. Likewise, one-digit dialing on any of the programmed numbers can be done from the phone connected to your line, or from the Personal Call Manager portal. Productivity Use a one-digit code to dial up to eight (8) phone numbers from your phone or remotely through Personal Call Manager. Flexibility Add, remove, or change speed dial numbers as necessary by highlighting and deleting, or changing the number and name. If you want to Program numbers into the system from the Web Portal Make a call from the MyAccount portal Then 1. From the Voice Tools menu, select the Outgoing Calls option. 2. Click the Speed Dial 8 link. 3. Select one of the Speed Codes. 4. Enter the telephone number and name to assign to the code and click OK to save. (Note: When programming a toll free number, such as 800, 866, etc., place a 1 as the first digit of the number.) 1. From the Voice Tools menu, select the Personal Call Manager link and place the cursor in the Enter Phone Number text field. 2. Enter the one-digit code of the number you want to call and press #. 54 IP Centrex User Guide

61 Program numbers into the system from your phone Make a call from your phone 1. From your phone, press the feature access code *74#. 2. When you hear the dial tone, enter the one-digit code of the number you want to program, followed by the complete number and the # key. (Note: When programming a toll free number, such as 800, 866, etc., place a 1 as the first digit of the number.) 1. When you hear the dial tone, press the one-digit code of the number you want to call and press #. IP Centrex User Guide 55

62 Speed Dial 100 Speed Dial 100 allows you to set up twodigit dialing for up to 100 frequently called phone numbers. With Speed Dial 100, numbers can be programmed into the system through the online portal or from your desk phone. Likewise, two-digit dialing on any of the programmed numbers can be done from the phone connected to your line, or from the Personal Call Manager portal. Productivity Use a two-digit code to dial any of up to 100 phone numbers from your phone or remotely through Personal Call Manager. Flexibility Add, remove, or change speed dial numbers as necessary by highlighting and deleting, or changing the number and name. If you want to Program numbers into the system from the Web Portal Make a Call from the Web Portal Program numbers into the system from your phone Then 5. From the Voice Tools menu, select Outgoing Calls option. 6. Click the Speed Dial 100 link. 7. Click Add. 8. From the Speed Code 100 drop-down menu, select a two-digit value to assign to the telephone number. 9. Enter a description and telephone number to assign to the code. (Note: When programming a toll free number, such as 800, 866, etc., place a 1 as the first digit of the number.) 10. Click OK to save. 3. From the Voice Tools menu, click the Personal Call Manager link. 4. Place your cursor in the Enter Phone Number text field. 5. Press # and enter the two-digit code of the number you want to call. 6. Click Dial to call. 1. Press *75#. 2. When you hear the dial tone, enter the two-digit code of the number you want to program, followed by the complete telephone number and #. You will receive a voice prompt that the speed dial was programmed successfully. (Note: When programming a toll free number, such as 800, 866, etc., place a 1 as the first digit of the number.) 56 IP Centrex User Guide

63 Make a Speed Dial 100 Call from Your Phone 1. When you hear the dial tone, press # and the two-digit code of the number you want to call. 2. Press # to call. IP Centrex User Guide 57

64 Standard Voice Mail Standard Voice Mail provides your callers with the option to leave a private recorded message when you cannot answer their call. You are able to create and select the customized greeting you wish to play, and have your own password-protected access to listen to recorded messages and make changes to service options. Coverage Capture information left by callers when you are unable to answer your phone and review it at your convenience. Privacy Safeguard access to your voice mail messages through a unique passcode. To activate your voice mail service from your office phone: 1. Dial the Cox Voice Mail Access Number for your area that has been provided by your Cox Representative. 2. Review the tutorial for steps on how to create your password, record your name, and record your personal greeting. (Note: Your password must be between 4 and 7 digits in length.) To activate your voice mail service from a non-business phone: Check that you have your temporary password that has been provided by your Cox Representative and follow steps 1-2 above. Once you activate your voice mail service, you can make changes through a Telephone User Interface or MyAccount. 1. From the Voic Portal Tools menu, click the Messaging Controls option. 2. Click the Voice Portal Password link. 3. Click Voice Mailbox Passcode Management Preferences. 58 IP Centrex User Guide

65 4. Enter your new passcode in the Type New Passcode field and enter it again in the Re-type new passcode field. 5. Click OK. 6. Use the Voice Mailbox Preferences window to modify your mailbox configuration. 7. From the Voic Portal Tools menu, click the Messaging Controls option. 8. Click the Voic Preferences link. 9. Click the Voice mailbox status on or off button; select how you want to manage incoming calls in the Voice call preferences section; and choose the number of rings you want before the caller hears your greeting in the Number of rings before greeting drop-down menu. 10. Click Save. 11. Assign your voic greeting from the Messaging Controls window. 12. Click the Greeting link. 13. Click the radio button to the left of the greeting you want callers to hear. 14. Click Save. NOTE: You can record your greetings by calling your voice mailbox; however, you cannot create or modify a greeting on this page. IP Centrex User Guide 59

66 Three-Way Calling/Consultation Hold/Call Transfer Three Way Call allows you to conference with two other parties on the phone simultaneously. A conference call participant may be added or released from any call. From Phone Productivity Get the right people together in real-time to make decisions quicker. Convenience Add and remove people on a call by simply pressing the switch hook/flash button, or the click of a mouse in the MyAccount portal. 1. Press the switch hook or Flash button on your phone to hold the initial call. 2. Enter the complete phone number or extension of the third party. (Note: You can press the # key to signal the end of the phone number or extension.) 3. When the call is connected, press the switch hook or Flash button again to connect all calls. 4. To drop the add-on party, press the switch hook or Flash button again. (Note: If one of the callers hangs up, the other callers remain connected.) From Personal Call Manager 1. Answer or initiate first call. 2. Answer or initiate second call. This action will automatically place the first call on hold. 3. Click Conference. 4. All calls are connected. NOTE: While engaged in an active conference call, click the Transfer button. The two calls remain connected and you are disconnected. 60 IP Centrex User Guide

67 Time Schedule (Personal and Holiday) Time Schedule at the Personal level enables you to customize how your incoming calls are managed based on your preconfigured calendar. Time Schedules are created as events which can be based on holidays, date, day of week, and time of day. You can also set up recurring pattern options as necessary. - Time Schedules Convenience Customize your personal schedule to trigger how your incoming calls are managed. Efficiency Build or edit your Personal Time Schedules once to avoid duplicating your efforts for each calendar you select. Add, change or delete time schedules with just a few clicks of your mouse. 1. From the Voice Tools menu, click the Profile option. 2. Click the Schedule link and click Add to create a new schedule. 3. In the Schedule Name field, enter a description for the time schedule. Click the radio button to designate whether the Schedule Type represents Time or Holiday hours and click OK. 4. Click the Schedule Name link and click Add and enter a more detailed description of the time schedule name in the Event Name field. 5. Enter the Start Date and Start Time along with the End Date and End Time. (Note: You may elect to check the All Day Event checkbox.) If applicable, select a recurrence pattern from the Recurs drop-down menu. 6. Populate the corresponding fields to define when the schedule repeats and click OK. 7. Delete an existing Personal time schedule by checking the checkbox to the left of the Schedule Name you want to remove and click OK. 8. Modify an existing Personal Schedule by clicking the Edit link to the right of the Schedule Name. 9. Click the Event Name and revise the schedule as needed. (Note: Users cannot edit or delete Group Schedules.) IP Centrex User Guide 61

68 Holiday Schedules 1. Follow steps 1-5 on the previous page, but click the Holiday radio button in step 3 and click OK. 2. Enter the Start Date / Start Time and the End Date / End Time. Select AM or PM from the drop-down menu. (Note: You may elect to check the All Day Event checkbox if applicable.) 3. From the Recurrence Pattern section, select an option to define if and when you want the Holiday to repeat. The options are Never, Daily, Weekly, Monthly and Yearly. Based on the selection you choose, you will be prompted to populate associated values. 4. Click OK. Application Note: Time and Holiday Personal Schedules can be used with several IP Centrex features including: Auto Attendant, Call Notify, Custom Ringback, Priority Alert, Selective Call Acceptance, Selective Call Rejection, Selective Call Forwarding, Simultaneous Ring, and Sequential Ring. 62 IP Centrex User Guide

69 Unified Messaging Unified Messaging sends you an in a.wav file format with any voic message you receive. Convenience Receive both and voice messages in a single place for quick review. 1. From the Voic /Portal Tools menu, click the Messaging Controls option. 2. Click the Voic Forwarding and Notification Preferences link. 3. Enter the address for where you want your voice mail messages to be sent. 4. Check the Attach voice message checkbox. 5. Click the radio button to the left of the Voice message disposition option you prefer. 6. Click the Save link. IP Centrex User Guide 63

70 Virtual Number Service Virtual Number Service is a cloud-based service that provides direct inward dialing to any phone you wish to use. Mobility Enable others to reach you by dialing a single number, anytime and anywhere. Cost Use less expensive direct inward dialing numbers instead of investing in dedicated lines and equipment. Virtual Number Service is an optional offering from Cox Business. When it is provisioned, you can set up call routing and other calling features via the VoiceManager Toolbar or remote office setting. VoiceManager Toolbar The VoiceManager Toolbar provides user controls to access voice services. The toolbar enables users to make and accept telephone calls and change telephone settings from within Microsoft Outlook and Internet Explorer. Users have access to most MyAccount and Personal Call Manager configuration options directly from the Toolbar. 64 IP Centrex User Guide

71 Voice Portal Password Voice Portal Password enables you to reset or change your private access value for the web portal or voice portal. Privacy Maintain personal information that prevents others from accessing your account and potentially damaging your data. Security Prohibit unsecured access to your account by changing your account login information frequently. 1. From the Voice Mail Portal Tools menu, click the Messaging Controls option. 2. Click the Voice Portal Password link. 3. Enter the new password you want to use to access the web or voice portal. (Note: You must enter the password twice to confirm.) 4. Click OK to save. IP Centrex User Guide 65

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73 Appendix A Appendix A Feature Access Codes Feature Access Codes allow you to activate and deactivate many of the functions in IP Centrex through your phone. Note: You cannot change Feature Access Codes. Availability of Feature Access Codes varies by product package. Feature Access Code Name Anonymous Call Rejection Activation Anonymous Call Rejection Deactivation Automatic Callback Deactivation Automatic Callback Menu Access Call Forwarding Always Activation Call Forwarding Always Deactivation Call Forwarding Always Interrogation Code *77# *87# #80# #9# *72# *73# *21* Description Anonymous Call Rejection Activation allows users to activate the Anonymous Call Rejection service. After the user dials the feature access code, the Application Server then plays an announcement to inform the user that the service has been successfully activated. If the service was already active, the user still receives the announcement. Anonymous Call Rejection Deactivation allows users to deactivate the Anonymous Call Rejection service. After the user dials the feature access code, the Application Server then plays an announcement to inform the user that the service has been successfully deactivated, even if the service was never activated. Automatic Callback Deactivation allows users to deactivate all current automatic callback sessions. Automatic Callback is a user service that automatically monitors a busy line and as soon as the called line becomes free, it provides a notification. Automatic Callback Menu Access allows users to access an interactive voice response (IVR) menu, which lists the current pending callbacks and allows users to cancel individual callbacks. Call Forwarding Always Activation allows users to redirect incoming phone calls to another number such as a mobile phone or administrative assistant. After dialing the assigned code, users dial the phone number to which calls are redirected followed by the pound sign (#). Call Forwarding Always Deactivation allows users to turn Call Forwarding Always off. After deactivation, calls ring to the user's phone unless the user has set up another service such as Call Forwarding Busy, Call Forwarding No Answer, or Call Management or Do Not Disturb. Call Forwarding Always Interrogation allows users to hear whether Call Forwarding Always is deactivated or activated. If Call Forwarding Always is activated, the user also hears the Call Forwarding destination. The Call Forwarding Always destination can be a phone number or voice mail. Call Forwarding Always Interrogation becomes visible when one or more of the following services are authorized (for a service provider or group) or assigned (for a user): Call Forwarding Always, Voice Messaging User, Third-Party Voice Mail Support. i IP Centrex User Guide

74 Appendix A Feature Access Code Name Call Forwarding Always To Voice Mail Activation Call Forwarding Always To Voice Mail Deactivation Call Forwarding Busy Activation Call Forwarding Busy Deactivation Call Forwarding Busy Interrogation Call Forwarding Busy To Voice Mail Activation Call Forwarding Busy To Voice Mail Deactivation Call Forwarding No Answer Activation Code *21# #21# *90# *91# *67* *40# #40# *92# Description Call Forwarding Always To Voice Mail Activation allows users to send all calls to voice mail. Call Forwarding Always To Voice Mail Deactivation allows users to deactivate the Call Forwarding Always To Voice Mail service. Call Forwarding Busy Activation allows users to redirect their incoming phone calls to another number, such as a mobile phone or administrative assistant, when they are on the phone. After dialing the assigned code, users dial the phone number where they want their calls to be redirected. Call Forwarding Busy Deactivation allows users to turn Call Forwarding Busy off. After deactivation, calls ring on the user's phone unless the user has set up another service such as Call Forwarding Always, Call Forwarding No Answer, or Do Not Disturb. Call Forwarding Busy Interrogation allows users to hear whether Call Forwarding Busy is deactivated or activated. If Call Forwarding Busy is activated, the user also hears the Call Forwarding destination. The Call Forwarding Busy destination can be a phone number, SIP-URI, or voice mail. Call Forwarding Busy Interrogation becomes visible when one or more of the following services are authorized (for a service provider or group) or assigned (for a user): Call Forwarding Busy, Voice Messaging User, Third-Party Voice Mail Support. Call Forwarding Busy To Voice Mail Activation allows users to send calls to voice mail when they are engaged in a call. Call Forwarding Busy To Voice Mail Deactivation allows users to deactivate the Call Forwarding Busy To Voice Mail service. Call Forwarding No Answer Activation allows users to redirect their incoming phone calls to another number, such as a mobile phone or administrative assistant, when they do not answer their phone. After dialing the assigned code, the users dial the phone number where they want their calls to be redirected. ii IP Centrex User Guide

75 Appendix A Feature Access Code Name Call Forwarding No Answer Deactivation Call Forwarding No Answer Interrogation Call Forwarding No Answer To Voice Mail Activation Call Forwarding No Answer To Voice Mail Deactivation Call Forwarding Not Reachable Activation Call Forwarding Not Reachable Deactivation Call Forwarding Not Reachable Interrogation Code *93# *61* *41# #41# *94# *95# *63* Description Call Forwarding No Answer Deactivation allows users to turn Call Forwarding No Answer off. After deactivation, calls ring on the user's phone unless the user has set up another service such as Call Forwarding Busy, Call Forwarding Always, or Do Not Disturb. Call Forwarding No Answer Interrogation allows users to hear whether Call Forwarding No Answer is deactivated or activated. If Call Forwarding No Answer is activated, the user also hears the Call Forwarding destination. The Call Forwarding No Answer destination can be a phone number, SIP-URI, or voice mail. Call Forwarding No Answer Interrogation becomes visible when one or more of the following services are authorized (for a service provider or group) or assigned (for a user): Call Forwarding No Answer, Voice Messaging User, Third-Party Voice Mail Support. Call Forwarding No Answer To Voice Mail Deactivation allows users to deactivate the Call Forwarding No Answer To Voice Mail service. Call Forwarding No Answer To Voice Mail Activation allows users to send calls to voice mail when calls are not answered. Call Forwarding Not Reachable Activation allows users to have their incoming calls forwarded to a different number when their device is not accessible by Cox. After dialing the assigned code, users dial the phone number where they want their calls to be redirected. Call Forwarding Not Reachable Deactivation allows users to turn off the Call Forwarding Not Reachable service. After deactivation, should the user's phone becomes unreachable, calls are no longer rerouted to an alternate device through the Call Forwarding Not Reachable service. Call Forwarding Not Reachable Interrogation allows users to hear whether Call Forwarding Not Reachable is deactivated or activated. If Call Forwarding Not Reachable service is activated, the user also hears the Call Forwarding destination. The Call Forwarding Not Reachable Interrogation FAC is only available to users with the Call Forwarding Not Reachable service assigned, and it only queries the Call Forwarding Not Reachable service status. IP Centrex User Guide iii

76 Appendix A Feature Access Code Name Call Forwarding Selective Activation Call Forwarding Selective Deactivation Calling Line ID Delivery Blocking per Call Calling Line ID Delivery Blocking Persistent Activation Calling Line ID Delivery Blocking Persistent Deactivation Calling Line ID Delivery per Call Code #76# #77# *67# *31# #31# *65# Description Call Forwarding Selective Activation allows users to activate the Selective Call Forwarding service. This can be activated using the FAC only if the service is configured with the following minimum requirements: the Default Call Forward to phone number/sip URI is configured and at least one selective criterion is configured and active. After the service has been activated, it considers all active criteria before deciding to forward the call. Call Forwarding Selective Deactivation allows users to deactivate the Selective Call Forwarding service. After the service is deactivated, no criteria are used when a call is being redirected. Calling Line ID Delivery Blocking per Call allows users to prevent display of their calling line ID on a per-call basis. Before placing a call, the user dials the assigned code, and then places the call as usual. Note that this service is active only for one phone call. Calling Line ID Delivery Blocking Persistent Activation allows users to activate the Calling Line ID Delivery Blocking service. Calling Line ID Delivery Blocking Persistent Deactivation allows users to deactivate the Calling Line ID Delivery Blocking service. Calling Line ID Delivery per Call allows users to display their calling line ID on a per-call basis. Before placing a call, a user dials the assigned code, and then places the call as usual. Note that this service is active only for one phone call. Call Park *68# Call Park allows users to park or hold a call. Users can park calls only on extensions to which this service has been assigned. Call Park Retrieve *88# Call Park Retrieve allows users to retrieve or reconnect with a call that was previously parked. Call Pickup *98# Call Pickup allows users to pick up calls within an assigned call pickup group. The extensions in the call pickup group can be viewed on the Personal Call Manager web interface for each user in the group. The call pickup group is determined by an administrator and may or may not consist of those listed in the group phone lists. When users dial the call pickup code, the ringing phone in the group is answered. If more than one phone is ringing, Call Pickup allows users to answer the phone that has been ringing the longest. iv IP Centrex User Guide

77 Appendix A Feature Access Code Name Call Return Call Return Number Deletion Call Waiting Persistent Activation Call Waiting Persistent Deactivation Cancel Call Waiting Clear Voice Message Waiting Indicator Customer Originated Trace Directed Call Pickup Directed Call Pickup with Barge-in Direct Voice Mail Transfer Code *69#/ #69# #92# *43# #43# *70# *99# *57# *97# *33# *55# Description Call Return allows users to return a call to the phone number of the last call received. Users are allowed to return calls only to call types in the Outgoing Calling Plan. Call Return Number Deletion allows users to delete the last incoming number. Call Waiting Persistent Activation allows users to activate the Call Waiting Persistent service. Call Waiting Persistent Deactivation allows users to deactivate the Call Waiting Persistent service. Cancel Call Waiting allows users to dial the assigned code to turn off Call Waiting for the next call they place. Clear Voice Message Waiting Indicator allows users to dial the assigned code, to clear the audible (and visible for some devices) message waiting indicator on their phone. Customer Originated Trace allows users to dial the assigned code, and then place a trace on the last number that called them. Directed Call Pickup allows users to pick up calls for another user in the same group by entering the assigned access code followed by the extension of the user whose call is to be picked up. Directed Call Pickup with Barge-in allows users to barge in on calls to or from another user in the same group, by entering the assigned access code followed by the extension of the user whose call is to be barged-in on. Barge-in is successful only when the second user has only that one call. When a user barges in on an answered call, the call becomes a three-way call and the user who barged in becomes the controller of the three-way call. The group administrator configures a tone that warns users on a call that another user is barging in on their call. Users can prevent having their calls being barged in on by using the Barge-in Exempt user service. Direct Voice Mail Transfer allows users to transfer a held call directly to a voice mailbox, that is, without using the Personal Call Manager. The call can be transferred to the user's voice mailbox or to any other voice mailbox in the group. The Voice Messaging service or the Third Party Voice Mail Support service must be assigned to the user's group. IP Centrex User Guide v

78 Appendix A Feature Access Code Name Diversion Inhibitor Do Not Disturb Activation Do Not Disturb Deactivation Flash Call Hold Group Call Park Last Number Redial Code *80# *78# *79# *22# #58# *66# Description Diversion Inhibitor allows a user to prevent Redirection services from being activated on the terminating side of an unanswered call. Do Not Disturb Activation allows users to dial the assigned code, to activate the Do Not Disturb service. When Do Not Disturb is active, a user's phone does not ring and all calls go directly to a "busy treatment", such as Voice Messaging. Do Not Disturb Deactivation allows users to dial the assigned code, to turn off the Do Not Disturb service. Flash Call Hold allows users to put a call on hold on a phone that does not have a Hold button. On this type of phone, a user presses the Flash button or presses and releases the Hangup button on the phone cradle. Group Call Park allows you to select users in a group to be in a Call Park group. Any user in the group can only be in one Call Park group at a time. When a call is parked with the Group Call Park service, the service hunts for the first available user in the Call Park group and parks the call there. This feature access code cannot be used until the Call Park service is assigned. Last Number Redial allows users to redial the last number they dialed. Users are only allowed to redial calls to call types in the Outgoing Calling Plan. Music On Hold Per-Call Deactivation *60# Music On Hold Per-Call Deactivation allows users to deactivate the Music On Hold service for their current calls. No Answer Timer Per Call Account Code Speed Dial 100 *610 # *71# *75# No Answer Timer allows users to change the number of rings a caller hears before no-answering handling services apply. Per Call Account Code allows users to provide an account code before attempting a call, or during a call, to flash and provide an account code to be applied to all ongoing (currently held) calls. Speed Dial 100 allows users to program an assigned two-digit (00 through 99) speed dial number of the party they want to call. Speed Dial 8 *74# Speed Dial 8 allows users to program an assigned one-digit (2 through 9) speed dial number of the party they want to call. Voice Mail Retrieval *86# Voice Mail Retrieval allows users to retrieve their Cox or third-party voice mail. When dialing this feature access code, subscribers are automatically connected to their voice mail retrieval menu. Voice Portal Access *62# Voice Portal Access allows users to access the voice portal. vi IP Centrex User Guide

79 Appendix A Service and features not available in all areas. Some features may incur local usage charges in certain markets. Long distance rates will vary. Telephone modem equipment required. Modem uses electrical power to operate and has backup battery power provided by Cox if electricity is interrupted. Telephone service including access to e911 services will not be available during an extended power outage or if modem is moved or inoperable. Telephone services are provided by an affiliated entity Cox Communications, Inc. All rights reserved. VCBVMG01191 IP Centrex User Guide vii

80 Index Index Accessing the Web Portal, 2 Anonymous Rejection, 3 Answer Confirmation, 4 Appendix A, i Auto Callback, 4 Barge-In Exempt, 5 Call Forwarding Always, 6 Call Forwarding Busy, 7 Call Forwarding No Answer, 8 Call Forwarding Not Reachable, 9 Call Forwarding Remote Access, 10 Call Forwarding Selective, 11 Call History, 13 Call Hold, 12 Call Notify, 14 Call Park, 15 Call Park Retrieve, 15 Call Pickup, 16 Call Return, 16 Call Transfer, 16 Call Waiting, 18 Calling Line ID Blocking per Call, 19 Calling Line ID Delivery External, 21 Calling Line ID Delivery - Internal, 20 Calling Name Delivery, 22 Calling Name Retrieval, 23 Calling Number Delivery, 24 Cancel Call Waiting per Call, 25 Common Phone List, 25 Custom Ringback User, 27 Directed Call Park, 28 Directed Call Pickup, 28, 29 Directed Call Pickup with Barge In, 29 Do Not Disturb, 30 Feature Access Codes, i First-Time Users, 1 Group Directory, 30 Last Number Redial, 33 Logging into MyAccount, 1 Multi-location Extension Dialing, 33 Music On Hold - User, 34 Outlook Integration, 35 Personal Call Manager, 36 Personal Phone List, 37 Personal Status Manager, 38 Priority Alert/Ringing, 39 Remote Office, 40 Selective Call Acceptance, 41 Selective Call Rejection, 42 Sequential Ring, 43 Simultaneous Ring Personal, 44 Speed Dial 100, 48 Speed Dial 8, 46 Standard Voice Mail, 50 Three-Way Calling/Consultation Hold/Call Transfer, 52 Time Schedule (Personal and Holiday), 53 Unified Messaging, 55 Virtual Number Service, 56 Voice Portal Password, 57 IP Centrex Features, 3 VoiceManager_Toolbar, 56 Welcome (sample). viii IP Centrex User Guide