Group Administrator User Guide

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1 Group Administrator User Guide Technology working for you. Welcome to the Hosted Voice Group Administrator User Guide. While Hosted Voice is a fully managed service, there are many tasks you can perform yourself at your convenience, such as: managing account settings and calling features for all users, configuring settings for Auto Attendant, Hunt Groups, and Music On Hold. This guide will help you easily manage and customize your settings and features so you can get started with your new Hosted Voice service. 1 GETTING STARTED Easy to get. Easy to use. 1. Portal Access 2. Managing Users 3. Reset Password 1-1 Portal Access 1. https://uc-portal.brighthouse.com/ 2. Enter your Group Admin User Name and Password Example: Portal Log In Page 1 of 17

2 1-2 Managing Users After login, you will be routed to the Dashboard. A list of all the users in your Group will display. 1. Click Settings to modify a user. The most common services to be configured will display. 2. Under the Settings menu, click View All Services for a list of all services that can be customized. 3. From here, you can modify users calling features, update their profile information, and change passwords and passcodes. (NOTE: This is the same view an individual user would see of their features at login. Example: Dashboard - Settings Example: Dashboard Settings/View All Services Page 2 of 17

3 1-3 Reset Password As an Admin you have the ability to reset a user s password or voic passcode. The password is used to change a user s User Portal password, or Receptionist Console password. The passcode is used to change a user s voic passcode. 1. To change a user s password or voice portal passcode, go to the user on the Dashboard. Click on the user name, and then enter the new password or passcode. 2. You can also go to the user full feature section and make changes from the Profile Tab. a) Click Manage Users. Select the User to modify. b) Click the Profile tab. c) Scroll to Change Password. Example: Dashboard User Name/Profile Tab Page 3 of 17

4 2 MANAGING GROUP FEATURES Keeping you connected 24/7/ Holiday Schedules 2. Auto Attendant Basic Modifications Greetings Keypad Setup Quick Edits 3. Hunt Group Profile Modifying your Profile Distribution Policies No Answer Settings Hunt Group Users Quick Edits 4. Admin Login Call Details 5. Music On Hold 6. Customer Care and Support Example: Group Profile Tab Page 4 of 17

5 2-1 HOLIDAY SCHEDULES Simple Setup. Simple Solution. Holiday Schedules are assigned to Auto Attendants and other features that allow for time based routing. As a managed service, certain Hosted Voice features, such as Time Schedules, can only be edited by a Bright House Networks Administrator. You can initially set up your time schedules with the following steps: 1. Click the Group Profile tab. 2. Click Holiday Schedules. 3. Click Add Holiday Schedule or select an existing Holiday Schedule and press edit. 4. Enter a name for the Holiday Schedule. 5. Enter the holidays to include on the schedule. 6. Select reoccurrence, if applicable. 7. Click Save. Example: Group Profile Tab / Holiday Schedule Page 5 of 17

6 2-2 AUTO ATTENDANT The right calls to the right destinations. Auto Attendant/Basic Modifications Auto Attendant is your virtual receptionist greeting your customers and routing calls to various destinations including employees within your company, specific groups of employees, voice mail, or other outside numbers. The service includes greeting and menu options for routing calls both during business hours, after hours, and designated holidays. Example: Group Services Tab / Auto Attendant 1. To modify your Auto Attendant, click the Group Service tab. a. Select Auto Attendant and select your Auto Attendant from the drop-down menu. b. From the Profile tab you can change the name of your Auto Attendant. For example, Main Line Auto Attendant. 2. Be sure the time zone is correct, then select your Business Hours time schedule from the drop-down menu. This is the time schedule that tells the Auto Attendant when to play your Business Hours Greeting. If you select every day all day, then the Business Hours Greeting will be played regardless of the time of day your company receives calls. 3. You can also assign a holiday schedule. This will route callers to your After Hours Greeting during your pre-configured holiday schedule. a. Select your Holidays Schedule from the drop-down menu. b. To update the holiday greeting, you ll need to update the After Hours greeting announcement through the voice portal or by uploading a custom announcement. NOTE: It is recommended to create your time schedule and holiday schedules prior to modifying your Auto Attendant options. Page 6 of 17

7 Auto Attendant/Basic Modifications Cont d. 4. Next, select the scope of dialing options. These can be configured for users that are dialing by extension or name. a. Options include Enterprise, Group and Department. b. To configure the Dial By Extension options, select either Enterprise or Group. c. If Enterprise is selected, callers that reach the Auto Attendant will have the ability to dial the extension for any user within your company, regardless of site location. d. If Group is selected, callers that reach the Auto Attendant have the ability to dial the extension of anyone within your company location. e. To configure Dial By Name options select either Enterprise or Group. 5. If Enterprise is selected, callers that reach the Auto Attendant will have the ability to dial by name for anyone within your company, regardless of site location. 6. If Group is selected, callers that reach the Auto Attendant have the ability to dial by name for anyone within your company location. 7. To select the order in which the caller will enter the name of the party they wish to reach, configure the Name Dialing Entries option. If LastName + FirstName is selected, the Auto Attendant prompts the caller to enter the last name before the first name. Note: If LastName + FirstName and FirstName + LastName is selected, the caller has the option of entering either the last name or the first name, first Auto Attendant/Greetings From the profile page of Auto Attendant you can set up your greetings for both Business Hours and After Hours. You have two options: record a personal greeting or upload a pre-recorded greeting. 1. To record and set up your own greeting, click Personal Greeting. Record this greeting using the microphone on your computer. Click the microphone button, click OK to enable the microphone, then start recording. Save your recorded greeting on your computer as a.wav file (example BusinessGreeting.wav). 2. To upload a pre-recorded greeting click Choose File and select the file to be uploaded. Page 7 of 17

8 Example: Auto Attendant Greetings Auto Attendant/Keypad Setup You can customize what action Auto Attendant will take when an incoming caller chooses a particular number or symbol on the keypad for both Business Hours and After Hours. 1. To modify the actions Auto Attendant will take during Business Hours, click the Business Hours menu. 2. The keypad numbers that can be configured are displayed here. They include numbers zero through nine (0-9), star (*), and pound (#). 3. To configure a keypad number for the Auto Attendant Business Hours menu, click on the row of the keypad number. a. Then, enter the Key Description. For example, Sales. Page 8 of 17

9 Auto Attendant/Keypad Setup Cont d. b. Then select the Action from the drop-down menu. Options include: i. Transfer with Prompt: This will route callers to a selected user s phone number or any extension within the company. A message prompt will play before the call is sent. If chosen, the message will play the user s name as recorded in the voice mailbox. ii. Transfer without Prompt: This will route callers to a selected user s phone number or any extension within the company, without a message prompt. iii. Transfer to Operator: This will redirect callers to a configured operator, who will receive all calls that time out if the caller does not choose an option from Auto Attendant. iv. Name Dialing: This action allows callers to dial by recipient name, using the letters on the keypad. v. Extension Dialing: This action lets callers dial by recipient extension, using the numbers on the keypad. vi. Repeat Menu: If selected, this action will repeat the greeting and menu options. vii. Exit Menu: This action allows callers to exit the menu system. This will terminate the call. c. Next, enter the destination to which the call should be transferred. i. NOTE: This doesn t apply if the dial by name, dial by extension, repeat menu, or exit menu options are selected. 4. If your company requires a different greeting/menu for After Hours click the After Hours tab and repeat these steps. 5. Click Save to save your changes. Once you hit SAVE, the changes go into effect immediately. There is no UNDO button. 6. Remember, if you make any changes to your Auto Attendant, you will need to record a new message to reflect those changes. Example: Auto Attendant Keypad Setup Page 9 of 17

10 Auto Attendant/Quick Edits Quick Edits to your dialing menu and greeting can easily be managed from the Dashboard. 1. Click the name of the Auto Attendant to change its name. 2. Click the Settings button on the Auto Attendant to change the options, and record or upload a new greeting. Example: Dashboard/Auto Attendant Settings Page 10 of 17

11 2-3 HUNT GROUPS Calling One and Calling All. Hunt Groups/Modifying Your Profile Hunt Groups are used to route callers to groups of users. These users can be in or across multiple locations and users can be assigned to multiple hunt groups. 1. To modify a Hunt Group, go to Group Services, then Site Services and select Hunt Group. 2. Select your Hunt Group from the drop-down menu. 3. Update the Last and First name of the hunt group. This is the information that is displayed on a user s phone when they receive a call from the hunt group. 4. Click Call Waiting on agents to allow users to receive a new Hunt Group call while currently on a Hunt Group call. 5. Next select the Hunt Group policy option. i. Circular ii. Regular iii. Simultaneous iv. Uniform v. Weighted Example: Dashboard/Hunt Group Page 11 of 17

12 Hunt Groups/Distribution Policies Distribution Policies determine the order a user s phone will ring in when a call comes in to the Hunt Group. The options are: Regular rings each user in the order they appear on the User List Simultaneous rings all users at once Circular notes the last user to answer a call and then rings the next user on the User List Uniform - rings the user that has been idle the longest Hunt Groups/No Answer Settings No Answer Settings determine how calls are treated when unanswered. There are two options: 1. Skip to next agent - you can determine number of rings Note: If skip to next agent is turned on (Simultaneous doesn't need this setting as all phones will ring regardless) you will need to make sure there is enough time allotted to skip to all agents before the call is forwarded i.e. if there are 3 users in a hunt group and you want each user to ring 1 time before the call skips to the next agent, you will need to set the call forward time to 18 seconds(6 seconds a ring). 2. Forward call choose the wait time and the forward-to number Note: Call forwarding in a hunt group must be tuned on because the call needs to terminate somewhere. Example: Hunt Group Policies/No Answer Settings Page 12 of 17

13 Hunt Groups/Hunt Group Users This function allows you to add users or change the order of the Hunt Group. 1. To add users, select the user(s) from the Available Users list, then select Add. 2. To change the order of the Hunt Group, select a user then select either Move Up or Move Down to rearrange the order. Example: Hunt Group Users Page 13 of 17

14 Hunt Groups/Quick Edits Use the Dashboard to make Quick Edits to Group Policy, No Answer Settings, and Group Users. 1. To access Quick Edits, scroll down to Hunt Groups. Click the Settings button next to the desired Hunt Group. 2. Make the desired edits by following the directions for Group Policy, No Answer Settings, or Group Users outlined in previous sections. Example: Dashboard/Hunt Group Page 14 of 17

15 2-4 ADMIN LOGIN - CALL DETAILS Everything you need to know. As the Group Admin, you have the ability to run Call Detail reports on All Users or a Specific User. To generate a report: 1. Click the Call Details Tab 2. Select the specific User or All Users 3. Sort by date range and call types (Inbound, Missed and / or Outbound) 4. Click Create Report There are three options for exporting the report: 1. Enter the recipient s address and click Submit. 2. Export report to PDF Click Submit to generate the report. 3. Export report to CSV Click Submit to generate the report. Example: Call Details Tab Page 15 of 17

16 2-5 MUSIC ON HOLD With a professional touch Music On Hold can be configured for both incoming and internal calls. Only copyright free Hold Music (available from a variety of easily searchable online sites) should be used. Uploaded music should never be copyrighted material. To configure Music On Hold: 1. Go to Group Services, click Site Services, then select Music On Hold. 2. Select the Group/Department from the drop-down menu. 3. Under General Settings select when you want Music On Hold to play. a. During Call Hold b. During Call Park c. During Busy Camp On 4. Select your Music On Hold. Options include: a. System Defined Music b. External Source c. Custom d. Select Use Alternate Source for Internal Calls if you prefer a different Music On Hold file to play when internal calls are being held, and select the Music On Hold option (same as above). Example: Music On Hold Settings Page 16 of 17

17 2-6 CUSTOMER CARE AND SUPPORT CALL: or 611 from your BHN phone VISIT: Brighthouse.com/hostedvoicesupport Example: brighthouse.com/hostedvoicesupport Page 17 of 17

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