Hosted Voice Business Group Administrator Quick Start Guide

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1 Hosted Voice Business Group Administrator Quick Start Guide

2 2 Get Started with EarthLink! This easy-to-use guide consists of a series of brief instructions designed to help you configure your new service. We will show you some simple changes you may need to make as a new customer. The tutorials have been divided into the following sections. Portal Login Login to the Business Group Administrator Portal Call Handing Configurations Record Auto Attendant Announcements Call Router Configurations Add/Remove MADN Members User Administration Unlock User Accounts and Password Resets Change a User s Name Create and Modify Extensions Additional Features Configure Account Codes Music on Hold Call Logs Ready. Set. Go! Need help? Our skilled Hosted Voice support representatives are just a phone call away. Call us at 855-EL-CARE-1 ( ) for assistance!

3 3 Login to the Administrator Portal The Business Group Administrator CommPortal is an advanced web-based self-care interface which allows you to view and manage the configuration of your account. 1. Open a web browser and go to 2. At the login screen enter your phone number and password Note: The account must have Business Group administrator privileges to access this portal. If you do not have the required access another Administrator can give you access. 1. Menu Bar: Provides quick access to the features and services you can modify as an administrator. 2. Departments: Filters results based on department 3. Configuration Bar: Displays a summary of Business Group service configurations and quick access to user portals. Auto Attendant Recordings Auto Attendants direct incoming callers to the appropriate department or employee. The system allows you to create different menus and announcements that callers will hear when they call in or after choosing an option. EarthLink will configure your initial Auto Attendant tree options for you all you need to do is complete the recordings to activate the Auto Attendant. There are 3 ways to configure your Auto Attendant announcements: Record a new announcement using your computers microphone via the CommPortal Upload a prerecorded WAV file via the CommPortal Call into the Auto Attendant configuration access number using your phone Auto Attendant numbers can be found in the Lines section of the portal. You can easily identify your Auto Attendant lines by the icon next to the name.

4 4 Access the Auto Attendant Announcements Settings 1. Click the portal icon next to the Auto Attendant line. 2. Click on the Announcements tab or the icon on the navigation bar. 3. From the Announcements tab you will find a list of all the menu recordings for your Auto Attendant. The prompts that need attention are indicated by the error icon. 4. Click the Record button next to the announcement you wish to configure.

5 5 Option 1: Record via Your Computer 1. Using the dropdown box, select Record / Play Announcement. 2. Click on the Record button to begin recording your announcement. Note:Your browser may prompt you to allow access to your computers microphone to complete this step. 3. When you have completed the recording, press the Stop button. You can review the recording by pressing the Play button. 4. When the recording is completed press Save. Option 2: Upload Prerecorded Announcements 1. Using the dropdown box, select Upload Announcement. 2. Press the Choose File button then, locate the WAV file from your computer and then click Upload. 3. If the file is uploaded successfully, you will get a confirmation message. Then press the Save button. Announcement files must be in a G711 WAV file encoded as eigther 1) 8-bit, ulaw / alaw, mono, 8kHz or 2) 16-bit, PCM, mono, 16 khz

6 6 Option 3: Record via Your Telephone To record announcements over the phone, you will need to access the telephone configuration system. Each announcement has an ID that you will need to enter to identify what prompt you are recording. The ID is found next to each announcement in the Auto Attendant portal. You can access the telephone configuration system by calling our toll-free access number Call the Auto Attendant configuration system access number. When prompted, enter the Auto Attendant phone number and password. By default the password is defaulted to the same password as the rest of your lines. If needed, you can reset the password. 2. Select: Option 1: Edit configuration, then Option 2: Edit announcements 3. When prompted, enter the announcement number and begin recording after the tone. When you are done recording, press #. The system will play your recording back to you for review. Press 1 to save the recording Press 2 to rerecord Press 3 to exit without saving Press 4 to continue recording where you left off 4. Repeat step 3 until all announcements are recorded.

7 7 Turn On the Auto Attendant Once you have recorded your announcements, you are ready to turn the Auto Attendant service on. 1. Access the Main Auto Attendant portal page. If there are no errors with the configuration, you will see a green checkmark in the Service Status panel. 2. Click the Turn ON button to enable the Auto Attendant for callers. Call Router A Call Router is an advanced call handling service that enables you to configure powerful rules that screen incoming calls and apply actions such as forwarding or rejection. There are many customizable call handling options allowing you to route calls to multiple phone numbers and apply different behaviors at different times of the day. Call Router numbers can be found in the Lines section of the portal. 1. Click the portal icon to launch the Call Router portal.

8 8 2. Click on the Call Manager tab and you will see 4 tabs for configuring your Call Router settings: Summary Rules Weekly Schedule Special Days Schedules Tab If you would like to route callers differently depending on the day of the week or time of the day, we recommend you setup your weekly schedule first. 1. Click the Weekly Schedule tab. 2. If a schedule has never been built, you can work from an example schedule or start from a blank schedule. Below is an example of the sample schedule with 3 unique periods (Lunch, Weekend and Working Hours). 3. To set the time blocks to match your business hours, simply click on the appropriate time period then select the cells on the weekly schedule as needed. If you do not wish to specify a Lunch or Weekend schedule, click the X next to that time block. The white cells will be configured with a catch all rule set. 4. When finished, click Apply.

9 9 Rules Tab Next we will need to setup rules that relate to each of the time periods you configured. 1. Click on the Rules tab. 2. There will always be a rule set labeled Normal. Select the default rule and then click the Edit button to modify the settings. 3. There are a number of configuration options available. Below are the instructions to step you through the most common configuration, Find Me/Follow Me or SimRing. Select ring more than one phone at the same time or in sequence, then click Next.

10 10 4. Enter each phone number where the call should route, how long they should ring and then press Add. To delete an entry, press the X to the right of the row. Note: A typical ring lasts approximately 5 seconds. 5. If the call is not answered the caller would be sent to the final destination. Enter a forward to destination in the drop down box. 6. When your changes are complete, click Finish. 7. If additional rules are needed for additional time periods, click Add New Set of Rules button from the Rules tab and repeat steps 3-6.

11 11 Summary Tab From the Summary tab you can apply your call handling rules. If you configured a schedule, the summary tab is where the rules are linked to the time periods configured in the Weekly Schedule tab. 1. Click the first radio button and select the Rule set that should apply to incoming calls. 2. If a weekly schedule is needed, select the second radio button to Handle depending on the time of day. 3. Select the rule from the dropdown that corresponds to the time period. 4. When your changes are completed, click Apply to save and activate the changes. Multiple Appearance Directory Numbers (MADN Ring Groups) A Multiple Appearance Directory Number (MADN) provides you with one telephone number which, when called, rings multiple phones simultaneously. These are commonly referred to as a ring all group and used to ensure your clients can reach a live person. From your Administrator portal, you can add/remove members from the MADN group. You can also access the MADN portal to configure a forwarding destination if the call is not answered. MADN numbers can be found in the Lines and MADN sections of the portal. Add/Delete Members 1. Click on the settings icon next to the appropriate MADN number.

12 12 2. To delete lines, click the checkbox next to the phone number and then click the Remove Selected button. 3. To add a line to the MADN group, enter it in the Add Single Line box and then click the Add button.

13 13 Configure Forwarding Configuring a final destination for calls to a MADN ensures you dont miss an important call. You can send callers to your Auto Attendant, a general voic box or even another MADN group. 1. Click the portal icon next to the appropriate MADN number. 2. Click Call Manager and then click on the Forwarding tab. Next click on the No-Answer link within your forwarding settings. 3. Click the checkbox and enter a telephone number to forward callers to if none of the MADN members can answer the call. Enter how many seconds the call should ring before forwarding and then click Apply.

14 14 Unlock Accounts and Password Changes If the wrong password is entered multiple times when attempting to login to Voic or the CommPortal, the account will be locked from further login attempts and will need an administrator to unlock it. If the Business Group Administrator account is locked it can only be unlocked by another Administrator or EarthLink. 1. From the Lines tab, click the portal icon next to the line you need to reset. The Users portal will open in a new window. 2. Click the Settings tab in the user s portal. If the account is locked click the Unlock Account button. If the button is greyed out the account is not locked and you can skip this step.

15 15 3. To reset the voic and portal password click on change next to Account Password and enter a new 6 20 digit numerical password. The Call Services PIN is used for Remote Activation of Call Forwarding and is a separate PIN from your portal and voic password. Change the Name on a Line 1. From the Lines tab click the portal icon to launch the Administrator view of that users Portal. 2. In the User Portal, click the Settings tab and then click edit in the Personal Details section.

16 16 3. Enter the new name in the Name field and click the Save button. TIP: You can also give a user Administrator permissions from this screen. Create or Modify Extensions Rather than dial the whole number, an extension number can be defined for each line in the Business Group. This allows abbreviated dialing when trying to reach other lines within your Business Group. 1. On the Extensions tab you will find a list of extensions for your Business Group. 2. To edit an existing extension, click on the appropriate Extension or Telephone Number link. You may also create new extensions by clicking on the Add button.

17 17 3. On the pop up box, enter/edit the Extension and Telephone Number as needed and then save the changes. Add an Extension Account Codes The Account Codes feature will require you to enter a code when an outgoing call is made. You can configure which types of outbound calls (e.g. local, national, or international) that will require an account code to be entered. There are two configuration options available for Account Codes: Validated: You will build a list of Account Codes and the supplied code must match one on the configured list for the call to complete. You can use validated account codes to control the outgoing call types that each user can make. For example, international calls can be set up to require an account code that is known only to authorized users to prevent unauthorized calls. Mandatory account codes also help track who is making the calls. Non-Validated: No list of codes is defined. The supplied code is logged but any code is accepted before completing the call. You will configure which call types prompt for a code. Non-Validated codes are typically used to identify calls for calculating expenses. For example, lawyers dial a code to indicate which case a call is for (so that they can bill the appropriate customer) Note: The Account Codes tab will not appear unless you have subscribed to this feature. If you wish to configure Account Codes for your business, please call EarthLink Customer Care at to request the feature be activated.

18 18 1. From the Account Codes tab, place a check mark in the box for each call type that you want to be prompted for an Account Code. 2. Select whether you need Validated Account Codes and the code length and click Apply. 3. If using Validated Codes, click on the Edit List button on the bottom left of the screen.

19 19 4. Enter the Account Code and a Description (usually an employee s name) and click Add. Repeat until your list is complete and click OK. 5. Click on Apply to save the changes and implement Account Codes. Music on Hold Music on Hold (MOH) allows you to play music or other recordings when put on hold. You can upload recordings and manage your Music on Hold service via your Music on Hold portal. Playing music to callers on hold constitutes public performance of the music and therefore risks infringing the copyright of composers or artists. You must obtain appropriate licenses to play the material that you plan to use as Music on Hold. In North America, you can obtain these licenses at a reasonable cost from licensors such as Broadcast Music Inc ( or the American Society of Composers, Authors and Publishers ( EarthLink does not accept any legal liability arising from copyright infringements associated with the use of Music On Hold. Access the Music on Hold Portal 1. Click on the Music on Hold tab to from the navigation bar. 2. Your Music on Hold portal will open in a new window.

20 20 Upload and Manage Recordings Click on the Resources tab to manage recordings. As shown below, the screen displays: 1. Global Media files pr vided by EarthLink. Click the description to download and listen to the files. 2. Listing of your uploaded resources. Press Edit to modify the description or adjust the gain (volume). 3. An Upload Form to add resources. A 2 digit ID number (ID) and description must be provided. 4. Quota information on your disk storage capacity. You can upload recordings in MP3 format or in most WAV formats. If you upload a format the server does not support, it will be rejected immediately. If unsure, G711 WAV (8-bit, ulaw / alaw, mono, 8kHz) files are a valid format. Note: Global Media does not impact your Disk Usage. One minute of uploaded audio uses 468 KB of disk space. Music on Hold resources are converted to a 64 bit, 8000hz, Mono WAV file regardless of the original file type.

21 21 Assign Recordings to Telephone Numbers To assign the recording resources you created to your lines to need to configure a mapping. A mapping is an assignment that consists of: 1. A telephone number for that mapping 2. An initial recording 3. An action indicating if to repeat the recording or play it once then repeat a 2nd recording. You can also interrupt a recording periodically with another one (for example, music that is interrupted at intervals by a please hold message) 4. A second recording (if applicable) 5. The recording start point setting that determines if the resource is played from at the beginning each time or at a random point in the audio. 6. Delay in seconds between the interrupt action (if applicable) Add/Edit Mappings 1. Click the Mappings tab view and manage your Music on Hold mappings. 2. To add or edit a mapping, click on the Edit or Add button next to the appropriate mapping. When done press Save.

22 22 3. If you have telephone numbers in sub departments you will find those numbers by navigating to the appropriate department. Default Mapping The Default mapping will apply to all numbers except those with an individual mappings. You are allowed to make a limited number of individual mappings, and the number you have used is shown at the bottom of the display. By default your default mapping is set to None and callers will hear silence when placed on hold. Call Logs Business Group administrators can export a comma-separated value (CSV) file detailing up to the last 4 months of calls made to or from their Business Group, optionally selecting calls of interest using a powerful filtering tool. This data may be used, for example, to reconcile billing records, monitor for abuse of telephony facilities, or even analyze staff utilization in call center environments Each call log is represented as a line in the exported CSV file. Each line shows the fields in the order listed below. When the field is not applicable, it will be empty in the CSV report. Date: This is the date when the call was initiated, converted to the Business Group administrator s local timezone. Its format is either dd/mm/yyyy. Time: This is the time when the call was initiated, converted to the Business Group administrator s local timezone. Its format is HH:MM:SS (24h format). Call Type: This is one of Originating, Terminating or Intra BG Calling Number: The calling party number, without any formatting. Calling Extension: The extension number of the calling party. This is only applicable when the calling party is a Business Group line with an extension configured.

23 23 Calling Department: The full name of the department of the line that originates the call (i.e. including hierarchy, using a / delimiter). This is only applicable when the calling party is a Business Group line that is a member of one department. This means that if the line is not assigned to any department this field will be empty. Called Number: The called party number, without any formatting. Called Extension: The extension number of the called party. This is only applicable when the called party is a Business Group line with an extension configured. Called Department: The full name of the department of the line that receives the call (i.e. including hierarchy, using a / delimiter). This is only applicable when the called party is a Business Group line that is a member of one department. Call Connected: Whether the call has been successfully connected. One of Yes and No Duration: This is the total time the call was connected (if it was successfully connected or zero otherwise). The format is HH:MM:SS. Queuing Time: This is the time elapsed since the call was initiated until it was successfully connected (if successfully connected, otherwise this will be empty). The output format is HH:MM:SS. Account Code: The account code (with any entered leading zeroes), if applicable, without any formatting. Carrier Code: The carrier selected for the call (with any entered leading zeroes), if applicable, without any formatting. Export a Call Logs Report 1. To generate a Call Logs report, click on the Call Logs tab from the bar on the left. 2. Enter a Start Date and End Date range. If applicable, select a Department from the dropdown and click Download. The system will maintain 120 days worth of logs however you may only pull up to 30 days worth of calls at one time.

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