RCN BUSINESS PHONE with Call Manager. Administrator Guide

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1 RCN BUSINESS PHONE with Call Manager Administrator Guide

2 3 Overview RCN Business Phone gives you the ability to set-up and manage your communications according to your business specific needs via an administrator portal. Logging in: administrator webportal myphone.rcn.com/bg Use your RCN phone number and Voice Mail PIN to log into the administrator portal. Table of Contents Administrator Portal Basic Auto Lines Short Codes Extensions 4 Overview Requirements Initial Setup 8 Call Logs Misc. Settings Music On Hold Schedules Creating or Editing Schedules Changing to One Schedule instead of Two 10 Special Days Menus Menu Options 12 6 Extensions Initial Greeting Recording Greetings and Announcements 14 Help and Resources 16

3 5 Administrator Portal This section of the guide will provide you with instructions on accessing the Administrator s Web Management Portal. Lines The Lines section of the Administrator Portal shows all the phone numbers in your business group. Short Codes Short codes allow you to quickly dial common phone numbers. This can most easily be thought of as Business Group speed dial. Extensions Extensions allows for shorter dialing of numbers within the Business Group. Typically, most businesses create an extension that is the same as the last four digits of the phone number. Here you will find the Administrator tools to manage system setup, multiple locations and customization options. With this intuitive portal you can supervise and control many of the system features for your RCN Business Phone service. From here, you can: Directly access a specific phone number s Administrator Portal Make changes to a specific phone number s Administrator Portal Move a phone number into a department In Short Codes section, you can: See and edit the list of Short Codes Create new Short Codes Delete existing Short Codes Add a range of Short Codes On the Extensions section, you can: See a list of each existing extension and to which phone number it is mapped Add or Remove Extensions Add or Remove Extension ranges Edit existing Extension or Extension ranges

4 7 Administrator Portal Call Logs The call logs section of the Administrator Portal allows you to download a report for all calls to and from the phone numbers in your Business Group. The downloaded file is a CSV formatted document that can be easily read by Excel, Numbers, or most other spreadsheet programs. Misc. Settings The Misc. Settings section allows you to: See who is set as your Long Distance Carrier See a list of number blocks Music on Hold Music on Hold allows you to configure what music and announcements are played when a call is placed on hold.

5 9 Basic Auto Basic Auto Basic Auto allows you to configure an automated system to direct incoming calls to specific departments, play recordings and provide a professional image to your customers. Initial Auto Setup For the best results, RCN recommends the following steps when setting up a Basic Auto for the first time. Estimated Time: 20 Minutes Step 1. Log into the Basic Auto Virtual Number in the Call Manager Step 2. Turn OFF the Basic Auto Step 3. Temporarily forward the number to another phone number if you wish to continue receiving calls Step 4. Create a Menus for Business and Non-Business Hours Step 5. Record general announcement Step 6. Turn the Basic Auto ON

6 11 Basic Auto Schedules By default, the Schedule tab allows you to configure two different time frames for your business: Business Hours Non-Business Hours You can mark special days (such as holidays) that your Basic Auto will automatically switch to your Non-Business Hours Basic Auto by clicking the calendar icon and choosing your holidays. Creating or Editing Schedules To create or edit existing schedule times: Step 1. Click Schedule Step 2. Choose Business Hours or Non-Business Hours Step 3. Click on the times TIP: Click Zoom In for control of the Basic Auto down to 15 minute increments. Step 4. Click Apply Changing to One Schedule instead of Two To change the Basic Auto to have only one menu choice, regardless of time of day: Step 1. Click the Main Tab Step 2. Click Switch to using a schedule Step 3. Click Easy Menu to ensure your Basic Auto is still set up correctly NOTE: To switch back to two menus, click Switch to using a schedule on the Main tab.

7 13 Basic Auto Special Days in the Basic Auto Special Days allows you to mark certain days (such as Holidays) in which your business will be closed. The Basic Auto will automatically use the Non-Business Hours menu during these special days. To set up special days: Step 1. On the Schedule tab, click the calendar icon under Special Days Step 2. Click on any day to mark as a special day or click Add Public Holidays to automatically add all public holidays for the current year Step 3. Click OK Step 4. Click Apply NOTE: You will need to manually add the Public Holidays each year. Menus Business Hours, Non-Business Hours, Easy Typically you will see two menu tabs across the top: Business Hours Menu Non-Business Hours Menu If you have selected a single menu for all hours, you will just see: Easy Menu Menu Options In each menu, you can choose an option for any number, zero through nine (0-9) Each number can have the following options: Unassigned - A caller will be told this number is invalid Play Announcement - Plays a pre-recorded announcement when someone presses this number Transfer to Phone - Transfers to any phone number, inside or outside of the business Transfer to Voice Mail - Transfer to the Voice Mail of a specific phone number inside your business group Dial by Extension* - Transfers a caller to extension they enter in to the Basic Auto Dial by Name* - Allows a caller to find a phone number using a name. This requires names to be entered for each phone number in their business group * Dial by Extension and Dial by Name require additional business group configuration. You cannot change names associated with phone lines.

8 15 Basic Auto Extensions Extensions allows you to configure which numbers and extensions are available for callers to reach using the Basic Auto s Dial by Extension or Dial by Name feature. By default, the Basic Auto will automatically include all extensions that were part of the business group. Each extension can have its own spoken name and can be recorded using a web browser or the RCN Voice Mail system Initial Greeting The initial greeting will be played when someone calls your virtual (pilot) number. This greeting should include information describing each option available in your Basic Auto. You can record these by: 1. Using a microphone on a Windows or Macintosh computer 2. Using the RCN Voice Mail access number Recording Greetings and Announcements Recording Via Web Browser Recording Via Phone To create a basic Auto Announcement via your web browser, you will need: A web browser with the latest version of Adobe Flash (Safari or Chrome are recommended) A quality microphone A quite space To create the recording: Step 1. Click on the Record link next to the announcement or initial greeting to be recorded Step 2. Click the Record button Step 3. Speak the announcement and click the Record button again Step 4. Click Add Step 5. Click Apply The initial greeting and announcement can be recorded using the standard RCN Voice Mail interface. To record these via the phone: Step 1. Dial *98 from the business line (or dialing the local Voice Mail access number Step 2. Press * during the greeting Step 3. Enter the Basic Auto Virtual (Pilot) Number. This is typically the businesses main number Step 4. Enter the PIN Step 5. Follow automated system will walk you through any recordings that need to be created NOTE: You can re-record using the same steps.

9 Help Resources Access these online resources for more tips and guides. rcn.com/business How-to videos Video tours of Business Phone Downloadable guides Business Phone portal access login Business Phone Call Manager Help Click on gear icon Access the help section by clicking on the upper right corner and selecting help. Search or browse for help topics. Have more questions? rcn.com/business/contact-us We re here to help. Follow the URL above to chat live, or call 877.RCN RCN. All rights reserved. v.gr82214

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