ConnectDirect User Guide

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1 ConnectDirect User Guide For questions contact ConnectMe Customer Service Phone: Ext. 2 Page 1

2 Contents... 1 SECTION 1: Introduction... 4 SECTION 2: Login to the Web... 5 SECTION 3: Phone administration Entering your mailbox in subscriber mode from your VoIP extension Entering your mailbox in subscriber mode from an outside phone... 5 SECTION 4: Recording your greetings Upload your greetings through our web portal Record your greetings over the phone Individual extension greeting types Your main (auto-attendant) greeting... 7 SECTION 5: notification Setup notifications notification setting... 9 SECTION 6: FollowMe Calling Setup Add new FollowMe FollowMe Settings: FollowMe Options Drop down: FollowMe Settings tab FollowMe advanced tab: SECTON 7: Changing your access code: Change your access code through the WEB Portal: By Phone: SECTION 8: Transer,hold and conference and park from VoIP phones Transfer hold and conference From your ConnectMe VoIP phone Transfer a call from a Non VoIP Phone Page 2

3 8.3 Park: SECTION 9: Quick Codes and Extension to Extension Dialing with VoIP Phones Extension to Extension dialing Quick (star) codes that can be dialed from your VoIP phone SECTION 10:Listen to your voic messages Use to listen to messages Listen to your messages on the phone Use these instructions to listen to messages that are in your voice mailbox Options while listening to your messages over the phone Use this as a quick reference for actions that you may take while listening to a message Options available after listening to your messages Use this as a quick reference for all options that you have after listening to your messages over the phone Listen to your messages using our web portal SECTION 11: Dial by name directory setup(company Directory) Setup dial by Name using Extension manager Setup Dial By name options: SECTION 12: VoIP PHONE SETUP SECTION 13: Auto attendant options SECTION 14: Call recording SECTION 15: Office hours and holiday schedule Set office hours Office Hours advanced settings Holidays Select the holiday tab to setup specific days that your company will be closed SECTION 16: Call reporting SECTION 17: Faxing Inbound fax: Outbound faxing from your computer Use a standard Fax machine through Fax Sipit SECTION 18: Ring group setup SECTION 19: CALL MONITORING and Heads up display Settting up and using monitoring: Setting HUD permissions: Setting HUD groups: Page 3

4 SECTION 20:Setting up MAILBOX SHARING: Section 21: Special function refrenece for VoIP phones ( star codes): Star Codes Section 22 call center Call center Setup Agents : Queues : Routes : Tiers: : Call center monitoring and reports: : Queue summary: Report SECTION 24: Distinctive Rings Section 25: Optional Conference bridge Conference Bridge Controls SECTION 1: Introduction Welcome and thank you for selecting the most powerful VoIP phone service available for the business user. The best way to setup and maintain your service is through our powerful web portal. In addition, basic functions such as recording greetings or listening to voic messages may be done over the phone, or through our web portal. You may also select to receive all of your voic messages via . This guide is organized by functions, such as setting up notification, recording greetings, listening to messages etc. In each section we will describe how to use the functions over the phone, through our web portal or using notification. Please also refer to our Quick-Start guide for setup of the commonly used features, and quick-codes for your VoIP phone. As always, please don t hesitate to call us at with any questions. Page 4

5 SECTION 2: Login to the Web Use our powerful web portal to administer all of your ConnectMe system settings, route your calls, listen to messages, and upload greetings. 2.1 Go to https://login.connectmevoice.com or Or go to and click on the red login box on the top right. Note: Administrative access code: 4 to 8 digit number sent in . {CHANGE AFTER SET-UP} Extension s access code: same 4 to 8 digit number sent in . Your assigned 10 digit phone number: (enter with no dashes or dots, e.g Your extension number: (leave blank if you are the administrator) Your 4 to 8 digit access code: SECTION 3: Phone administration 3.1 Entering your mailbox in subscriber mode from your VoIP extension 1. Dial [*99] 2. When prompted, enter your 4 to 8 digit access code 3.2 Entering your mailbox in subscriber mode from an outside phone Page 5

6 1. Dial When prompted, dial your 10 digit main phone number followed by [#] 3. When prompted enter your extension followed by [#] (for the main mailbox just press [#]) 4. When prompted, enter your 4 to 8 digit access code. SECTION 4: Recording your greetings When we refer to greetings we are talking about what the caller hears when they dial your service. Some greeting such as the main (auto-attendant) greetings are setup by the administrator, others are setup by each individual user. You may record your greetings over the phone. You may also upload a greeting using the web portal Upload your greetings through our web portal 1. Click on Control Panel on the right hand side. 2. Click on Greetings 4.2 Record your greetings over the phone 1. Enter your mailbox in subscriber mode 2. From the main menu, Press 4 for Greetings Options. You will now be Hear a menu with the various greeting types. Please see the list below for details. After recording any of the greetings, you will be presented with another prompt which gives you the option to save, review, or re-record your greeting. You must save your greeting in order to the system to accept it. 4.3 Individual extension greeting types 1. [1] Voic This is the greeting a caller will hear if you cannot be located. 2. [2] Name - This is the name that is used for dial-by-name operation (please note, you will be prompted to record your name when you first dial into the system). Page 6

7 3. [3] After hours and holiday Follow the prompts to a record a voic greeting that is played after-hours, or for specific holidays. You can setup the times and days for each by following the prompts. You may also select to use the web portal to select days and hours of operation. The after-hours greeting is played when you are outside of your normal operating hours, holiday greetings are played only during the specific date of the holiday. 4. [4] Followme introduction greeting - When a caller dials your extension, they will hear a system-prompt introduction, followed by your recorded name. If you prefer, they will hear only rings (see follow-me settings). If you decide to record a follow-me introduction greeting, then they will hear that greeting instead of the system greeting. Chose this option if you want the custom greeting to be played instead of the system greeting. 4.4 Your main (auto-attendant) greeting For Administrators only: The auto-attendant or main mailbox greeting is what callers will hear when they first dial the system or if you use live answering, it may set to answer if the main number is not answered. Please note, if using live answer, your autoattendant extension will not be your main phone number, it will instead be a 3- digit extension assigned by ConnectMeVoice Customer service. Main greeting Example: Thank you for calling ABC Company. If you know the party s extension, please enter it now. For sales press 101, for service press 102, for a company directory press 9. If you would like to hear about our new products press 7 To record this greeting, you may upload using our web portal, or by dialing into your main mailbox or auto-attendant extension over the phone using the following steps: 1. Dial When prompted, dial your 10 digit main phone number followed by [#] 3. When prompted enter your extension followed by [#] (for the main mailbox just Page 7

8 press [#]) 5. When prompted, enter your 4 to 8 digit access code. 6. From the main menu, press [4] to manage your greetings 7. Press [1] to record your main greeting, then follow prompts. SECTION 5: notification Anytime a caller leaves a voic message in your mailbox, an will be sent to up to 3 addresses of your choice. You decide if you want the original voice message attached to the or if you want a link to the message. You can also have a Text Message (SMS) sent to any cell phone by entering the cell number and selecting the appropriate type. notifications are also used to deliver faxes to you for any mailbox that is setup with fax capabilities. 5.1 Setup notifications Use the following steps and the illustration below to setup notifications: 1. Login to the web portal 2. Click on the Control Panel tab on the right side. 3. Select Notifications 4. Select +Add New Notification 5. The default settings will send an each time you receive a voic . The voic will contain a link to listen to the message. We recommend using the default settings for voic notification. Other options are listed on the site. If you are setting up a Fax notification, then you would instead select Fax on the options drop down. 6. Enter your address in the space provided. 7. Click on the Insert button when finished. Page 8

9 notification setting When the system sends out a notification for a voic or fax, the default is to keep the message as new. You can change this setting by clicking on this tab, and telling the system to save or delete the messages once delivered by . SECTION 6: FollowMe Calling Setup For extensions that do not have VoIP phone, or as a path to take if your primary VoIP phone does not answer, FollowMe will determine how the caller gets routed. In addition, the follow-me Settings will determine what the callers hears when they are routed (music on hold or just rings) and how caller-id will be presented to you when you Page 9

10 receive a call. Advanced options will allow you to route a caller to another extension if you do not answer (default is to send a caller to voic ). 6.1 Add new FollowMe To setup follow Me calling: 1. Click on Follow Me tab on your left per the picture below 2. Click on +Add New FollowMe on top in red FollowMe Settings: Priority: The priority number of the FollowMe entry. This is the order that the system will use to forward your incoming calls. Enbl Enable/Disable the FollowMe entry.- Check this box to enable this followme entry. Route to: Chose one of the following: o External Number: (e.g. your cell phone) o VoIP Phone Use the drop down to select an extension Page 10

11 o Ring group - If configured by your administrator, allows a group of VoIP phones to be dialed at the same time. Destination- The external phone number or VoIP phone the call will be forwarded to FollowMe Options Drop down: Call Screening Off - used for a normal incoming phone call. When you answer, the caller will be put through directly. Please note, if you are using a cell phone or other standard phone with a voic , then this option will cause the caller to go to your cell phone (or other) voic , and not your ConnectMe voic if unanswered. If you always want to use ConnectMe Voic , then we recommend using Call Announce or Call screening. Call Screening On - the caller must record their name. When a call is received you can press 1 to accept the call or 2 to route the call to voic , or 3 to listen to the caller-id digits. If you select 2 to send the caller to voic , then the system will send the caller to voic , unless you use the advanced settings to have them routed to another extension. Call Announce - Announces the call (recommend when forwarding to cell phones). When a call is received you can press 1 to accept the call or 2 to route the call to voic . Start: The start time. End End time. Days- Select the days in which you want the followme to be active. Timeout Seconds - This is the number of seconds your phone will ring before trying the next number. Page 11

12 6.2 FollowMe Settings tab The FollowMe settings tab allows you to select settings that will apply to all of your VoIP phone, and FollowMe numbers. It directs the way in which callers will be routed. Here are the options Follow Me is: on / off used to turn FollowMe completely off Page 12

13 Play Mailbox Name to Caller If you select no, then the caller will not hear your name played back to them when using the system FollowMe greeting. Blasting Must be enabled by administrator Allows all phones to be dialed at one time Caller Id: This determines if you will see the caller s Caller-ID or the account number that was dialed. Play Rings Only to Caller If selected, this will tell the service to simply play a standard telephone ring while you are being located. If selected, callers will not hear any pre-announcement; they will just hear rings until you are located. 6.3 FollowMe advanced tab: FollowMe Advanced settings are used to allow you to direct callers to another extension, rather than voic if you cannot be located. Please contact our customer service department for assistance with these settings. Page 13

14 SECTON 7: Changing your access code: All subscribers are encouraged to change their personal access code often. Please do not select simple codes like 1234, etc. 7.1 Change your access code through the WEB Portal: Log into your account as listed above. From the Extension Manager, go to Control Panel > Mailbox Settings. Enter your new 4 to 8 digit code twice, then click Save. 7.2 By Phone: 1. Enter your voice mailbox (as listed above).. 2. From the Main Menu, press [8] for User Options menu. 3. Press [1] for Access Codes. 4. Follow prompts to change your Personal Access Code. SECTION 8: Transer,hold and conference and park from VoIP phones 8.1 Transfer hold and conference From your ConnectMe VoIP phone During any call you may select to transfer, place on hold, or start a 3 way call. For specific instructions, please refer to the manufacturer instructions for your specific phone. Your service is setup to play your select music on hold during a hold, transfer or conference function. Page 14

15 As a general guide, you may use the following instructions: Blind Transfer Allows you to instantly transfer to another extension or outside number. Simply hit the transfer button, and then hang-up the phone. Supervised transfer Allows you to wait and speak to the party you are transferring to before completing the transfer. To do this: o Hit transfer o Wait until your party answers o Hit transfer again to complete the transfer, or re-select the line that has the original call in order to return to that caller. Hold Puts the caller on hold until you press resume. Conference Allows you to add a 3 rd party to the call (please note, some phone models may support more parties). o Hit conference o Call the new party (either an extension or an outside number o Hit conference 8.2 Transfer a call from a Non VoIP Phone ConnectMe supports putting your caller on hold, and transferring the caller to another extension or to an outside number when receiving a call on a non-voip phone such as a cell phone, using the following process. 1. To initiate the transfer and put the caller on hold press *1. At any time you can press # to return to the caller. 2. Enter the extension or phone number to transfer the call to when prompted by the system. 3. Wait for the other party to answer. 4. Press * to complete the transfer or press 0 to convert the call to a three-way call. 8.3 Park: You can park a caller on an extension as defined for your account, and the caller will remain parked with music on hold until you dial into the park extension to retrieve the Page 15

16 call. It is also possible to setup a timeout that will send the caller to voic or another extension once they have been on park for a given amount of time. The default extension for parking is 500. When you park the caller on 500, it will assign a valet park extension of 501 to Press the transfer button 2. Enter Wait until the system tells you which extension the caller is parked on (e.g. 501) 4. Press transfer again. 5. From any phone pick up the phone and dial the extension you have parked on (e.g. 501). SECTION 9: Quick Codes and Extension to Extension Dialing with VoIP Phones 9.1 Extension to Extension dialing To call another extension directly from your VoIP phone: Pick up the handset and dial the extension number and press send (send may not be required if dialing a 3-digit extension). You will then be connected to that extension. Extension to extension dialing features our High Definition call quality when dialing from supported phones. 9.2 Quick (star) codes that can be dialed from your VoIP phone Each of these codes require you to press [*] followed by the code. Not all features are supported on all phones, and some require advance setup by an administrator. [*99] Enter subscriber mode - use this to check voic or to record greetings. You will be prompted for your access code. [*98 + extension] call an extension s voic Use this code to dial into another extension s voic . You can use this feature to transfer a caller to another Page 16

17 subscriber s voic , rather than transferring to them live. For example, to transfer a caller to extension 101 s voic , hit [Transfer], then *98101 [send] then hit transfer again. The caller will be sent to extension 101 voic . [*97 + extension] Eavesdrop- Allows an administrator to listen in on a call with various options as listed below Note: This feature is available to administrators only, and must be setup in advance. Please contact customer service for more information. 2 to speak with the user 1 to speak with the other half 3 to engage a three way 0 to restore eavesdrop * to next channel [*96 + extension] Intercom This option allows you to speak directly into another phone without requiring them to pick up the phone. [*95] Global call intercept Allows you to take the last call that came in for another extension. The call may be in progress (ringing) on on-hold. [*67]- Block your outbound callerid SECTION 10:Listen to your voic messages 10.1 Use to listen to messages Most users will chose to setup notification, and then have all voic messages sent to their . This allows for easy review on a computer, Smartphone or tablet. Please see the section on setting up notification for more details Listen to your messages on the phone Use these instructions to listen to messages that are in your voice mailbox Page 17

18 1. Enter your mailbox in subscriber mode ([*99] from your VoIP phone), enter your access code when prompted. 2. You will be presented with the Main menu. Press [1] from this menu to play your messages. (Refer to Options While Playing Messages to see what choices you may select while listening to messages) 10.3 Options while listening to your messages over the phone Use this as a quick reference for actions that you may take while listening to a message Options at end of message: Erase Message: Press [7] Save Message: Press [9] Replay Press [4] Forward (Copy) Message Press [6] Envelop and Caller ID Information Press [5] Skip and save as new Press [#] Options during message play: Rewind Message Press [1] Fast Forward Message Press [3] Decrease Speed Press [4] Increase speed Press [6] Go to end of message Press [*] Page 18

19 10.4 Options available after listening to your messages Use this as a quick reference for all options that you have after listening to your messages over the phone. Press [1] Press [2] Press [3] Listen to all saved messages Review messages that you just marked as deleted. You may now delete them or choose to save them. (Note: You only have one chance to listen to a message marked as deleted, and re-save it.) Return to the main menu 10.5 Listen to your messages using our web portal You may listen to messages, or view faxes from our web portal. 1. Login to the web portal 2. Click on the mailbox tab 3. You will now see your inbox. You can listen, save, delete, forward and rename messages or folders. Please click on the help icon on the web site for more detailed instructions. SECTION 11: Dial by name directory setup(company Directory) 11.1 Setup dial by Name using Extension manager Administrators only Through the web interface, on the Extension Manager page, insert all of the first and last names in the appropriate extension. To insert the names, click on the edit icon on Page 19

20 the far right for each extension. Note: Each extension must have a Name Greeting recorded before this feature will function. You may also specifically exclude extensions from dial-by-name when selecting them on the Extension manager Setup Dial By name options: By default, your dial-by-name will ask for last name. If you prefer, you can chose first name, last name, or either name. 1. Login to the web portal, and select the dial-by-name extension from the extension manager or from the switch-extension drop down. (by default this will be extension 9) 2. Click on mailbox settings. 3. Click on Advanced. 4. Choose your dial-by-name preference from the drop-down list. SECTION 12: VoIP PHONE SETUP For extensions that have VoIP phones associated with them, your VoIP phone is your primary location. When you login, if you have a VoIP phone assigned to your extension, you will see the VoIP phone tab on the left (see illustration below). This is the first place the service will check to route calls. Your VoIP phone is set to a 24 hour 7 day per week default, with no call screening as a default. If you wish to change this setting us the following instructions: 1. Login to the ConnectMe web site 2. Select the VoIP Phone tab on the left (see illustration below). 3. Select calling options as follows: a. Call Screening Off - used for a normal incoming phone call. Page 20

21 b. Call Screening On - the caller must record their name. When a call is received you can press 1 to accept the call or 2 to route the call to voic . c. Call Announce - Announces the call (recommend when forwarding to cell phones). When a call is received you can press 1 to accept the call or 2 to route the call to voic . SECTION 13: Auto attendant options If you have an auto-attendant setup for your service, it is your option first allow callers to attempt to get a live person directly. If there is no answer, then we can use the autoattendant. To set this up, please notify ConnectMe support in order to be sure that you call routing is set in the most optimal manner. Page 21

22 SECTION 14: Call recording If you have selected the call recording option, must be set-up by the administrator. If you have this feature, then you may setup extensions to record all calls, or you may use a record on demand feature by pressing *2 while on a phone call. To enable full-time recording: 1. Login to the main mailbox on the web portal (no extension). 2. Click on Control Panel 3. Call Recording. 4. Check either the extensions option for individual extensions, or all to set for all extensions in the account. 5. Use the Save Call Recording to drop-down to select to save the recordings in the main mailbox, or in each individual extension. Note: You may also have the recordings ed, by selecting the call recording option under the notifications settings. 6. A new folder will be created (after the first recorded call) titled Call Recordings. This is where your recordings will be stored. They are stored for 60 days. Page 22

23 SECTION 15: Office hours and holiday schedule Setting office hours and holiday schedules will determine if your standard or night-time greeting is played. In addition, you may also select to have calls routed to another extension when you are closed. Please note that you may also use the telephone to set this up. See after-hours greetings for more details Set office hours 1. Log into the Main mailbox 2. Click on Control Panel 3. Click on the Office Hours icon 4. This will take you to a screen that allows you to set your Office Hours. The default setting is Open 24 hours a day. If you wish to change the Open/Closed hours, use the drop down arrow by the Selected Times box. If you chose Open, you can then select various open hours. If you select Closed, it is for a 24 hour period. Click Save to save your changes. Page 23

24 15.2 Office Hours advanced settings Use this to tell the system to transfer to another extension after hours or during holidays Holidays Select the holiday tab to setup specific days that your company will be closed. You may also record specific greetings for these holidays. If you do not record a specific greeting, then the standard after hours greeting is played. SECTION 16: Call reporting Click on the call reporting tab on the right side while logged into our web portal. Please note, that if you are logged into a main mailbox you will see all calls. If logged into an extension, you see calls for only that extension. There are various filtering and delivery options available on the site. Please refer to the online help available on the site for details on all of these selections. SECTION 17: Faxing 17.1 Inbound fax: You may use a toll-free number specifically designed for receiving faxes. This number will deliver the faxes directly to your main mailbox, or to any other extension you may specify. Please be sure to setup notification for the main mailbox (or other fax extension), using the fax to option Outbound faxing from your computer Page 24

25 If you have purchased the optional outbound computer faxing, you can send out a fax document the same way that you would send a document to a printer. The fax application will install as a printer driver. To set this up you will need a Windows O/S (Mac is not currently supported) 1. Login to the web portal 2. Click on control-panel 3. Click on Fax-Follow the online instructions to download and install the application Use a standard Fax machine through Fax Sipit Please contract customer service to obtain an adapter that will allow your standard fax machine to be connected through the Internet. SECTION 18: Ring group setup As an administrator you can setup a group of your VoIP phone extensions to all ring at the same time. The group can also be named for easy reference (e.g. Customer service ). The ring group can then be selected from the add followme options dropdown (see followme instructions). To setup a ring group: 1. Select Control panel 2. Select Ring Groups 3. Add new ring group 4. Assign a name to the ring group. 5. Add or delete members to the group. SECTION 19: CALL MONITORING and Heads up display The HUD feature is available while logged into your account in administrator mode. This allows you to view all of the phone activity in your company in a real time manner, and Page 25

26 allows options such as monitoring and transferring of calls with the click of a mouse. The HUD bar will be displayed as an option on the left column if you are an administrator. Please note: You must enable pop-ups from our site in order to utilize the HUD screen. The HUD screen will be adjusted in accordance to the number of phones you have setup. Each phone/user will also display the number of new, urgent and old messages in the voic box. Please see the ledgend on the bottom on the HUD screen for a description of other options such as blind transfer, supervised transfer, conference, and transfer to outside lines Settting up and using monitoring: As an administrator, you may also setup call monitoring. To do this: Page 26

27 1. Go to the control panel 2. Select call monitor 3. You may now select which phones can be monitored, and which can act as a supervisor. 4. When on the HUD screen, you can now click on the monitor button. When you do this, your default phone extension will be called, and you will be able to listen to the call. 5. As an option, you may also monitor calls by dialing * 97 plus the extension from your supervisor enabled phone. Please see section 21 for all special functions Setting HUD permissions: The HUD can be set to hide CallerID, or to completely disable the HUD for specific extensions using the following procedure from your administrative login: 1. Logged in as administrator click on control panel 2. Click on HUD 3. Click on Permissions 4. Click on the pencil to edit permissions for each extension Setting HUD groups: The HUD can either display all extensions in your company, or you can setup specific groups to be displayed as an option. You can then select the group to be display on the top of the HUD screen. 1. click on control panel 2. Click on HUD 3. Click on Groups 4. Add new record 5. Name the group 6. Insert members to the group. SECTION 20:Setting up MAILBOX SHARING: Mailbox sharing is used to allow you to have all messages or faxes from one extension shared with other extensions. For example, if you wish all messages from extensions 102 and 103 to be available to extension 101, you would select this option. Page 27

28 Note: If sharing is enabled on an extension and another extension (that is shared) deletes the message, it will be deleted from all including the original extension. Section 21: Special function refrenece for VoIP phones ( star codes): The following codes can be entered from your VoIP phone. Some features must be specifically enabled by the administrator. Please contact ConnectMeVoice customer service for assistance on enabled or disabling these functions. Star Codes Code Function *33 Barge in to a call. Same as *97+extension then pressing 2. *51 Toggle Night Mode for the Main box *51+extension Toggle Night mode for the specified extension or use a did for a did box. *55 Login/Logout call center agent *56+queueid Login/Logout call center queue *67+phone number Outbound call with caller id blocking *72 Activate call forwarding *73 Deactivate call forwarding *85 Park call in valet parking lot *86 Pickup call from valet parking lot *88+ext Intercepts a call on the specified extension only if there is a call ringing on the extensions. *93 Call into subscriber mode for the main box *94+extension Call into the extension s subscriber mode *95 Intercepts the last calling ringing. *96+extension or Intercom ringgroup *97+extension Monitoring 0=listen only, 1=speak with other half, 2=speak with user, 3=three way call *98+extension Dial into extension s voic box to leave a message *99 Cal into subscriber mode for this phone. *268 (*CMV) ConnectMe Customer Service Page 28

29 Section 22 call center ConnectMeVoice offers an optional suite of inbound call center options. If you have purchased these options, you will see a call center option on the left side bar: Page 29

30 The following items can be setup by the administrator in the end user site by selecting the administrative option in the call center. Detailed instructions and descriptions can be found for these items using the online help button Call center Setup: The following components are included in the call center: Agents: An agent represents a person. The agent can then be assigned one or more phones or phone registrations. This allows you to have an agent receive more than one call, or to receive calls on different devices : Queues: A represents a calling strategy. For example, you may have all agents ring at the same time (ring-all), or have them ring sequentially or in a round robin. Options to announce the caller position, allow an escape to voic , or display specific information on your phone when the call comes in are all available. To review all available options, please click on the queue option, and then select help : Routes: A route assigns a queue to an extension. For example, you may assign the sales queue to extension 2. You also have options to route to more than one queue, or to a standard follow-me or voic extension. Routes are also time and date based. Please select routes and help for details on options and setup : Tiers: A tier defines the way you can attach agents to queues. For example, you may have agents Mary, Sue and John tied to the sales queue. In addition, the tier allow you to prioritize some agents over others in a ring-all group. So, if you want Mary and Sue to be the first to get a call, and then have John called only after 30 seconds of ringing, this is easily accomplished. 22.2: Call center monitoring and reports: : Queue summary: This is a quick view of the current call center status. Each queue is represented. Page 30

31 Report All reports are available on demand under the call center section. In addition, you can select control panel Scheduled Reports to get reports sent on a regular basis via . You may select daily, weekly or monthly reports. The following reports are available: Agent report : A report on all activity by agent Queue report: A report on all activity by queue. For example, all calls to the sales queue. Reports are then broken down by agent. Route report: A report on a route. For example, you may have a route for extension 2 that goes to 2 different sales queues. Both queues are represented in this report. Page 31

32 Call report: A report on all call center calls. The report can be filtered to a specific agent, or a specific queue. SECTION 24: Distinctive Rings Under the control panel, there is an option for distinctive rings. This allows you to set a different style ring for different dial in numbers. This option is very useful if you are supporting multiple companies on a single group of phones. It will be able to ring differently depending upon the company phone number dialed. Please note, that not all phones support this option, use the online help to determine which phones and options are available. Section 25: Optional Conference bridge ConnectMeVoice offers an optional meet-me conference bridge. If you have selected this option, you may access the bridge from one of your VoIP phones with a direct dial extension, and from an outside line using a phone number supplied by ConnectmeVoice customer service. The bridge comes with call recording, access code protection and an optional caller announce. Once in conference, the following options are available: Conference Bridge Controls # Hang Up 0 Mute 1 Volume Talk Down 2 Volume Talk Zero 3 Volume Talk Up 4 Volume Listen Down 5 Volume Listen Zero 6 Volume Listen Up 7 Energy Down 8 Energy Equal 9 Energy Up *2 Start call recording Page 32

33 * 3 Stop call recording Page 33

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