itelecenter Virtual PBX Extension User Guide

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1 itelecenter Virtual PBX Extension User Guide Version 13 October 2011 COANetwork 2011

2 itelecenter Virtual PBX Extension User s Manual A Virtual PBX Extension can be set up for you by your itelecenter Administrator. The Administrator will create an Extension Number and Passcode with your first and last name assigned to it. Your passcode, first name, and last name can be updated by you when you log into your extension via the web interface (referred to as the Back Office). Your passcode and recorded name can be updated via the phone interface. PHONE INTERFACE Dial-by-Name Directory The last name that is entered in the Back Office is converted to digits (corresponding to the telephone key pad) that will be used in the Dial-by-Name directory. If your last name is King it will be converted to Anyone calling into your main itelecenter number may access 411 for a company directory. They can enter the digits corresponding to the last name of the person they are trying to reach. If they access 411 and then enter 879 they will hear a list of all names in your company directory with last names that correspond to that sequence. The name they hear will be the name you recorded via the phone interface as described above. Using your Virtual PBX Extension Once you have configured your extension settings, you will be ready to receive calls. You will need to set up at least one call forwarding number so callers can connect to you. Once you have accepted their call, you have the ability to place them on hold, transfer them to a different Virtual PBX extension within your itelecenter, transfer them to an outside number, or take them off hold. On Hold and Transfer Options To Place a Caller on Hold, press the # key. They will hear your On Hold selection (whatever music or recorded message you have chosen). Once the Caller is on Hold you will be able to choose from the following menu: For a Supervised Transfer to another Extension or to an Outside Number, press 1. For a Blind Transfer to another Extension, or to an Outside Number, press 2. To transfer the Caller to another Extension s voic , press 3. To retrieve the call that is currently holding, press the pound key. To repeat these options, press the star key. A supervised transfer allows you to speak to the person you are transferring the caller to before they are connected. To do this, place the caller on hold (press #), press 1 for supervised transfer, and dial the 3 digit PBX extension or 10 digit outside number. When the person you are calling answers, speak to them briefly, and when finished, simply hang up and the original caller will be connected to them. A blind transfer allows you to transfer the caller without your intervention. To do this, place the caller on hold (press #), press 2 for blind transfer, and dial the 3 digit PBX extension or 10 digit outside number. As soon as you hear the call has been transferred, you may hang up. The caller will be transferred. There may be a time when after speaking to you a caller needs to leave a message in another PBX extension s voic . To do this, place the caller on hold (press #), press 3 for transfer to another extension s voic , and dial the 3 digit PBX extension COA Network - Page 1

3 Accessing your itelecenter Menu Manager [1] Dial your itelecenter Number. [2] When you hear your greeting begin, enter [*]. [3] Enter your personal PBX passcode when prompted. [4] Enter your PBX Extension when prompted. To Play Messages Enter [1] in the Main Menu. Enter [1] to Play New Messages. Enter [2] to Play Saved Messages. Enter [9] to Recover Deleted Messages. When you play a message you have the following options available to you: [1] Replay: This will allow you to replay the current message. [2] Save: This will store your message in your Inbox. [3] Delete: This will erase the current message. [6] Caller ID: This allows you to receive the phone number of the person who left you the message. [7] Direct Call: This allows you to call back the person who has left you the message. [8] Rewind: This will rewind the message approximately 5 seconds. [9] Fast Forward: This will forward the message approximately 5 seconds. [#] Skip Message: This will skip the message and leave the status of the message (New or Saved) unchanged. Greetings Standard Greeting To listen to your current greeting: Enter [4] in the itelecenter Menu Manager. Enter [1] in the Greetings Main Menu. Enter [1] in the Standard Greeting Menu. To record your own greeting: Enter [4] in the itelecenter Menu Manager. Enter [1] in the Greetings Main Menu. Enter [2] in the Standard Greeting Menu. Press any key to record your greeting; press [#] when finished recording. Edit the message if necessary or enter [1] to save the greeting. Unavailable Greeting To listen to your current unavailable greeting: Enter [4] in the itelecenter Menu Manager. Enter [2] in the Greetings Main Menu. Enter [1] in the Unavailable Greeting Menu. The system will play your current unavailable greeting and it will state the length of the greeting COA Network - Page 2

4 To record your own unavailable greeting: Enter [4] in the itelecenter Menu Manager. Enter [2] in the Greetings Main Menu. Enter [2] in the Unavailable Greeting Menu. Press any key to record your greeting; press [#] when finished recording. Edit the message if necessary or enter [1] to save the greeting. Dial an Outbound Call Enter [3] in the Main Menu. To end of your call, simply hang up, or press [*] for three seconds to place another call. Changing Your Passcode Enter [4] in the Main Menu. Enter [2] in the Configurations Main Menu. Enter [1] to change your passcode. Enter a 4 to 6 digit number for your new passcode. You will be asked you to reenter your passcode for accuracy. Record Your Name It is important to record your name on the system. It is played when Dial-by-Name digits match your name in the company directory. Please state your name clearly and slowly. Enter [4] in the itelecenter Menu Manager. Enter [3] to record your name. Record your name. Call Forwarding With the Call Forwarding feature of your itelecenter your callers can enter [0] at anytime while your greeting is playing to reach you directly. Your itelecenter will also prompt your caller to press [0] at the end of your greeting if they want to speak with you directly. The system will then ask the caller his/her name, the system will then call you at the phone number(s) you have programmed and give you the option to speak with the person directly or send him/her to your voic . You will also have the ability to record an on hold message that callers will hear while your itelecenter attempts to connect you with your caller. To set up Call Forwarding Enter [4] in the Main Menu. Enter [6] in the Configurations Main Menu. Enter [1] to turn Call Forwarding on and [2] to turn Call Forwarding off Enter [3] to program Priority 1 telephone number. Enter [4] to program your Priority 1 number time schedule. Enter [5] to program your custom on hold message. Enter [6] to play your custom on hold message. Enter [7] to delete your on hold message COA Network - Page 3

5 Recording Calls You can record your outbound calls and calls that are forwarded to you from your itelecenter. Your recorded calls will be available in your back office for 30 days. The Online Interface section of this manual has information on how you can access your recorded calls and save recorded calls to your local computer. To record a call: After you are connected to the other party on the call, press *7 on your phone to begin recording. A message will play that states, This call is now being recorded. Press *7 on your phone again to stop recording. NOTE: You can do multiple recordings in a single call. The following diagram is a quick guide to setting up and using your Virtual PBX Extension on the Telephone COA Network - Page 4

6 ONLINE INTERFACE Logging Into the Online Interface 1. Click the Login button on your affiliate web site or go to 2. Click the Log in With Your Phone Number, Extension and Passcode link. 3. Enter your Main itelecenter Number, Extension and Passcode. 4. Click the Log In button. Inbox This is where your new messages are stored. You can move messages to your Saved or Deleted folders if you so choose. Left click the PLAY button to listen to a message, or Right click to save the recorded message to your local drive. Available Folders: Message Table Columns: Manage Message Links: Inbox - contains messages that have not been saved or deleted. Saved - contains messages that have been saved. Deleted - contains messages that have been moved to the Deleted folder. Click this button to permanently delete the messages in the Deleted folder. Missed Calls - contains a list of missed calls with: Date/time of the call Phone Number Reason the call was missed Checkbox - allows you to select the message to manage (save or delete). Check the top checkbox (above the messages) to select all the messages for the folder. Type - graphic shows what type of message: Voic Fax Click this to save a message. From - displays the Caller ID the message is from. Phone Match (button) - Click this button to open a window with contact information for the phone number the message came from (if available) Received - displays when the message was received. Extension - displays the extension for the message. Size/Length - displays how long the voic is. If the Source is a hang up call (no message left by the caller), the amount of time the caller listened to your greeting displays. Listen - displays a Play button for voic messages. Click the button to listen to the message. Displays View for fax messages. Click the hyperlink to view to the fax. Notes (button) - Click the button to enter notes for the message. Notes (button) - Click the button to review and edit saved notes for the message. Comments (hyperlink) - comment voice message for forwarded messages. Click the hyperlink to listen to the comment COA Network - Page 5 Refresh - gets your latest messages. Save Selected - moves the selected messages to the Saved folder. Delete Selected - moves the selected messages to the Deleted folder.

7 Greetings Standard Greeting Click on the Speaker button to listen to your current greeting (if available). To upload a Standard Greeting recording file: 1. Click the Upload WAV/MP3 File tab. 2. Enter the path for the recording file you wish to upload in the Upload File appropriate text box or click the Browse button to find the file. 3. Click the Save button to upload and save the file or files for your greeting(s). NOTE: To ensure the best quality for playback, we recommend one of the following formats: MP3 (256 bit, mono) WAV (8000 Hz, 8 bit, mono PCM) WAV (8000 Hz, 8 bit, mono CCITT U-Law) To make a recording using your computer s microphone: 1. Click the Record with Microphone tab. 2. Click the red Start Recording button to begin recording. Click the Stop Recording button when you have finished recording. 3. Click the Play Recording button to review the audio you have just recorded. Click the Upload your Recorded Greeting button to upload the recording for your greeting. NOTE: The Record with Microphone function will only work with the Internet Explorer browser. Unavailable Greeting Click on the Speaker button to listen to your current Unavailable greeting (if available). To upload an Unavailable Greeting recording file: 1. Click the Upload WAV/MP3 File tab. 2. Enter the path for the recording file you wish to upload in the Upload File text box or click the Browse button to find the file 3. Click the Save button to upload and save the file for your greeting. NOTE: To ensure the best quality for playback, we recommend one of the following formats: MP3 (256 bit, mono) WAV (8000 Hz, 8 bit, mono PCM) WAV (8000 Hz, 8 bit, mono CCITT U-Law) To make a recording using your computer s microphone: 1. Click the Record with Microphone tab. 2. Click the red Start Recording button to begin recording. Click the Stop Recording button when you have finished recording. 3. Click the Play Recording button to review the audio you have just recorded. Click the Upload your Recorded Greeting button to upload the recording for your greeting. NOTE: The Record with Microphone function will only work with the Internet Explorer browser COA Network - Page 6

8 Click-to-Call Click to Call is a smart way to prompt web visitors or recipients to request a call. Click to Call is a snippet of HTML code that you can insert on any web page. It embeds any of several buttons or icons into your website, signature, online ad, or any online document. When a website visitor or recipient clicks the button or link to request a call, a pop-up appears with a form for the visitor/recipient to submit his or her phone number with. itelecenter immediately attempts to connect the visitor to you using your Call Forwarding set up. Please make sure your Call Forwarding Settings have been configured. They will determine the phone number and calling rules that will be followed by Click to Call. NOTE: Each Click to Call initiation will result in outbound minute usage. You can manage your incoming calls with Call Forwarding s Call Screen and Announce. If you re unavailable, incoming calls are forwarded to voic . The Click to Call Greeting allows you to record a special message that will play while the call is being forwarded to you (instead of your normal on-hold greeting or music). To upload a Click to Call Greeting recording file: 1. Click the Upload WAV/MP3 File tab. 2. Enter the path for the recording file you wish to upload in the Upload File text box or click the Browse button to find the file. 3. Click the Save button to upload and save the file for your greeting. NOTE: To ensure the best quality for playback, we recommend one of the following formats: MP3 (256 bit, mono) WAV (8000 Hz, 8 bit, mono PCM) WAV (8000 Hz, 8 bit, mono CCITT U-Law) To make a recording using your computer s microphone: 1. Click the Record with Microphone tab. 2. Click the red Start Recording button to begin recording. Click the Stop Recording button when you have finished recording. 3. Click the Play Recording button to review the audio you have just recorded. Click the Upload your Recorded Greeting button to upload the recording for your greeting. NOTE: The Record with Microphone function will only work with the Internet Explorer browser. To remove a Click to Call Greeting recording file: 1. Select the Remove My Current Click to Call Greeting option. 2. Click the Save button to remove the greeting. Voice Studio You can also place an order to have a Voice Talent Professional record your Greeting. To place a Click to Call button or link on a website page or The Click to Call Widgets tab shows you the Click to Call buttons and links available to you. 1. Select the Click to Call button that you want to use in the Select a Button column. 2. Select where you want to place the Click to Call button or link: Select the Website Code option if you want to place the Click to Call button on a web page. Select the Code option if you want to place the Click to Call button in an . NOTE: Microsoft Outlook 2007 users, please follow the instructions at the bottom of the Click to Call tab COA Network - Page 7

9 3. Put your cursor in the HTML window. Hold down the CTRL key and hit the A key on your computer keyboard to select all the content in the HTML window. Hold down the CTRL key and hit the C key on your computer keyboard to copy the selected content in the HTML window. You can then paste the HTML code for the Click to Call button or link on the site you are adding the button/link to. 4. To paste the HTML, make sure the HTML Editor for the site or you want to put the Click to Call button on is in HTML mode. Put your cursor in the HTML Editor window. Hold down the CTRL key and hit the V key on your computer keyboard to paste the HTML code. 5. Save and publish your web page, and the Click to Call button/link will appear. NOTE: MAC Users should use the Apple Key instead of the CTRL Key. Call Recordings This is the screen where you can listen to and save your call recordings to your local computer. IMPORTANT NOTE: Recorded calls will be removed after 30 days. If you would like to retain a copy of the recording for longer, please use the save option to store a copy on your local computer. Recorded Calls Table Columns: Checkbox - allows you to select the recording to delete. Check the top checkbox (above the messages) to select all the recordings. Save (button) - Click this button to save a recorded call as an audio file to your local computer. Date - displays the date and time for the recorded call. Phone Match (button) - Click this button to open a window with contact information for the phone number (if available). Caller ID (hyperlink) - displays the number the recorded call is from. Click the hyperlink to listen to the recorded call. Extension - displays the extension the call was forwarded from (if the caller was on an extension when the call was forwarded). Length - displays how long the recorded call is. Play (button) - Click the button to listen to the recorded call. (hyperlink) Click the link to send an with a URL/link that allows the recipient to listen to the recorded call. Manage Recorded Call Links: Refresh - gets your latest recorded calls. Delete Selected permanently deletes the selected recorded calls COA Network - Page 8

10 Message Notification This is the screen where you can specify your Message Notification settings and turn these features on or off. To set up Phone Notification: To enter your notification phone number: 1. Enter the telephone number you want to receive notifications on. 2. Click the Save button to save your number. To set the times you want to be notified: 1. Select the Set to 24 Hours option if you want to receive notification 24 hours a day. Select the Set Times option to specify the times to receive notification. 2. If you have selected the Set Times option: Enter the Start Time with an AM or PM setting. This is the time of day Message Notification will begin. Enter the End Time with an AM or PM setting. This is the time of day Message Notification will end. 3. Click the Save button to save your Notification times. To set up what you will be notified about: 1. Select Notify me by phone when I receive options. 2. Click the Save button to save the selections. If Message Notification by Phone is currently off, the Off button will be selected. Click the On button to turn this feature on. If Message Notification is currently on, the On button will be selected. Click the Off button to turn this feature off. To set up Notification: 1. Enter your address or addresses. 2. Click the On button for the address to turn on notification for that address. 3. Click the Save button to save the address. To set up what you will be notified about: 1. Select Notify me by when I receive options. 2. Click the Save button to save the selections COA Network - Page 9

11 To change your address for notification: 1. Edit your address or addresses. 2. Click the Save button to save the edits. What Do I Receive with Notification? When you receive a voic or fax through Notification, the following displays for the message: Received From - displays who the message is from. Message Length - displays how long the voic is or how many pages the fax is. Delivered To - displays the number the call was place to. Received On - displays when the message was received. Contact Information - personal information for the phone number the message came from (if available). Message Reference Number Extension - displays the extension number the call came on. When you receive a voic message through Notification, you have the following options: Play - Click the link to play the message using your computer s media player. Save - Click the link to move the message to your Saved folder in the Message Center. Delete - Click the link to move the message to your Deleted folder in the Message Center. When you receive a fax through Notification, click on the link to view the fax. You will have the same options available as in your Message Center. To set up Text Notification: To enter your cell phone number for text notification: 1. Enter the cell phone number you want the text notifications to be sent to. 2. Select your cell phone carrier from the drop down. If you don t see your cell phone service provider in the drop-down list, select the other option, and enter the domain name for your service provider. 3. Click the Save button to save your number. To set up what you will be notified about: 1. Select Notify me by text when I receive options. 2. Click the Save button to save the selections. To edit the cell phone for text notification: 1. Click the Change Button if you need to change the cell phone number for your text notifications. When the screen refreshes, enter the cell phone number you want the text notifications to be sent to. Select your cell phone service provider from the drop down. If you don t see your cell phone carrier in the drop-down list, select the other option, and enter the domain name for your service provider. 2. Select On to turn on text notification. Select Off to turn off text notification. 3. Click the Save button to save the edited number. If Message Notification by Text is currently off, the Off button will be selected. Click the On button to turn this feature on. If Message Notification by Text is currently on for an address, the On button will be selected. Click the Off button to turn this feature off COA Network - Page 10

12 Call Forwarding This is the screen where you can specify your Call Forwarding settings and turn this feature on or off. You can update all your settings at once and then click the Save button to save these settings or change just some of your settings. To turn Call Forwarding On or Off: 1. Select the On/Off setting at the top of the screen. Select the On option to turn Call Forwarding ON. Select the Off option to turn Call Forwarding OFF. 2. Click the Save button to save your selection. To turn Do NOT Disturb On or Off: 1. Select the On/Off setting at the top of the screen. Select the On option to turn Do NOT Disturb ON. When Do NOT Disturb is on, Call Forwarding will be temporarily halted. Select the Off option to turn Do NOT Disturb OFF. 2. Click the Save Settings button to save your time setting. NOTE: Your Unavailable Greeting will play when you have Do Not Disturb on. To set up your Call Forwarding options: When someone calls - Select from the options available in the drop-down: Play My Standard Greeting: When selected, the caller will hear the Standard Greeting. Connect My Caller Directly To Me: When selected, the caller will be forwarded immediately (greeting will not play) COA Network - Page 11

13 Prompt callers to - Select from the options available in the drop-down: Caller ID Display - Select the number to be displayed for Caller ID when calls are being forwarded to you. If your Calling Plan has Favorites, choose the option, make one of your Favorites, and you will not use minutes on your calling plan when you receive forwarded calls from itelecenter. Record Their Name No Prompt Callers will hear (this is the recording your caller will hear while the system attempts to forward your call) - Select an on-hold music option from the drop-down or upload a Custom music file or message. It will be saved as Custom in the drop-down. To select the hold music for your itelecenter from existing options: 1. Select the music from the Callers will hear drop-down list. You can listen to a music selection by clicking on the speaker button next to the Music on hold drop-down list. 2. Click the Save button to save your selection. To upload a music file for your hold music: 1. Enter the path for the recording file you wish to upload in the Upload a Custom Recording for my callers to hear text box or click the Browse button to find the file. 2. Select Custom from the Callers will hear drop-down. 3. Click the Save button to save the uploaded music to the Music on hold drop-down list. It will be saved in the drop-down list as Custom. You may only have one custom recording. Uploading a new custom audio file will overwrite the existing one. NOTE: To ensure the best quality for playback, we recommend one of the following formats: MP3 (256 bit, mono) WAV (8000 Hz, 8 bit, mono PCM) WAV (8000 Hz, 8 bit, mono CCITT U-Law) To record an on-hold message on the phone: 1. Select I will record my greeting on the phone option. 2. Click the Save button to save selection. 3. Using the Phone, log in to your itelecenter and follow these prompts: Press 4 to Modify your Configuration Press 6 to Manage your Call Forwarding Press 5 to Record your On-hold message To set up your Call Forwarding numbers and schedule: Follow the directions below to set the number(s) your calls will be forwarded to (in priority order). If the first number is not answered, the second number will be called. Each number listed will be dialed in succession until one is answered. If no call forward number is answered, the caller will be sent to Voic COA Network - Page 12

14 1. For each priority, enter the telephone number you want your itelecenter calls to be forwarded to. You can set the following for each number: Extension: Use this text box if your call is being forwarded to a number with an extension. If there needs to be a delay before the extension is dialed (because of an automated announcement), enter a comma before the extension number for each second you want to delay the dialing of the extension. (,,,123 will pause 3 seconds before dialing extension 123). NOTE: The call is answered when a call is forwarded to an extension, so the call will not forward to the next priority if an extension is called. Call Announcement: To turn call announcement off, uncheck the Call Announcement checkbox. When Call Announcement is off, callers will be connected directly to you when you pick up the phone. To turn call announcement on, check the Call Announcement checkbox. When Call Announcement is on, you will hear the following options prior to accepting the call. Press 1 (on the telephone keypad) to accept the call. Press 2 (on the telephone keypad) to send the call to voic . Press 3 (on the telephone keypad) to replay the caller s name. Press 4 (on the telephone keypad) to hear the caller ID #. Press 5 (on the telephone keypad) to record a short message that the caller will hear before being sent to voic . Call Forwarding Schedule: Select the Start Time with an AM or PM setting. This is the time of day call forwarding will begin. Select the End Time with an AM or PM setting. This is the time of day call forwarding will end. Check the checkboxes for the days of the week that you want call forwarding on for. Uncheck the days you don t want calls forwarded to you on. Number of Rings: Enter the number of rings that you would like forwarding to try before calling the next number. 2. Click the Save button to save your entries. User Settings To update the information for your extension: 1. Enter the information you want to update: To change your PBX Extension passcode, enter and retype your new passcode. NOTE: Passcode must be 4 to 6 digits Passcode cannot contain letters Passcode cannot contain special characters etc ) To change your time zone, select the new time zone from the drop-down options. To edit your display name, type in the edited names in the text boxes. Your Last Name will also be updated in the dial-by-name directory. 2. Click the Save button to save your changes COA Network - Page 13

15 Reports Call Details Report can be run for a range of dates it will include the detail from any calls routed through your VPBX Extension. FaxOut To send a FaxOut: 1. Enter the fax phone number you want to send a FaxOut to in the Fax Number textbox. 2. Enter the path for the file you wish to upload for the FaxOut or click the Browse button to find the file. 3. Click the Send button to send the FaxOut. NOTE: The uploaded file format must be one of the following:.doc,.pdf,.tif, or.tx 2011 COA Network - Page 14

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