1 Web Portal User Guide Fusion Hosted Voice Web Portal User Guide, Revision 2, September 2013 NCTC North Central 872 Highway 52 Bypass E Lafayette, TN Fusion Hosted Voice User Guide Page 1
2 Table of Contents About Your Fusion Hosted Voice... 3 Web Portal Access... 4 Home Tab... 5 Recent Calls... 5 Caller Information... 5 Call Type... 6 Contacts... 6 Quick Settings... 7 My Calls Tab... 7 My Contacts Tab Create a New Contact Editing an Existing Contact Deleting an Existing Contact Importing Contacts My Settings Tab General Voice Mail General Notifications Greetings Conferencing Call Management Incoming Calls Outgoing Calls Phone Management Selective Call Acceptance Selective Call Rejection Selective Call Forwarding Simultaneous Ringing Speed Calling SIP Phone Management (FUTURE) Fusion Hosted Voice User Guide Page 2
3 Troubleshooting About Your Fusion Hosted Voice Fusion Hosted Voice from NCTC provides cloud based business communications features and services to businesses of all sizes. This advanced services utilizes Voice as a Server (VaaS) architecture to deliver carrier grade business communications solutions to our customers without the requirement of a large investment in communications hardware and software. All voice services are delivered to your place of business via NCTC s high speed fiber optic network ensuring crystal clear voice quality and a plethora of business communications features. In addition, Fusion Hosted Voice provides convenient desktop telephony functionality via the Integrated Web Portal. The Web Portal allows users to control their account setup, manage contacts, manage call behaviors and provide access to advanced features such as On Demand Conferencing and Click to Dial. Fusion Hosted Voice User Guide Page 3
4 Web Portal Access To access the NCTC Web Portal, all you need is a supported browser with Microsoft Silverlight Support. To access the web portal, point a supported browser to The layout of the Web Portal will vary depending on your subscription level and feature availability associated with your account. Figure 1 Web Portal Login Page To log into your Web Portal, enter your supplied username and password and click Login. Optionally you can flag the Remember Password box however this is not recommended to be used on computers where other users have access. If you cannot remember your username or password contact NCTC support for assistance. Fusion Hosted Voice User Guide Page 4
5 Home Tab The home tab is the landing page once you are logged into the Web Portal. This page provides a quick look into your recent calls, contacts, voice mail quick settings as well as other tabs to access additional functionality such as My Calls, My Contacts and My Settings. Figure 2 Web Portal Home Tab Recent Calls The Recent Calls pane will show you at a glance, the 10 most recent calls along with information about the caller and the call type. Caller Information The caller information or caller ID is shown along with each Recent Call entry. The caller ID name will be shown if received on the call. In addition, if a received caller ID number matches a contact list entry, the name configured for the contact will be displayed along with the contact s associated image if configured. Information on contacts is covered in the Contacts section of this guide. Fusion Hosted Voice User Guide Page 5
6 Call Type The icon to the right of the caller name indicates the type of call in the Recent Calls list. This icon can represent an answered call, a missed call, a dialed call or a call where a voice message was left. Hovering your mouse over the icon will present you with the meaning of the icon displayed. Figure 3 Answered Call from NCTC Figure 4 Missed Call from NCTC Figure 5 Dialed Call to Unknown at Figure 6 Voice Mail Message from Unknown at For Recent Call entries where a voice message was left, you can hover your mouse over the play button to play the message, the message, download the message or delete the message. Contacts The Contacts pane will show you a listing of your configured contacts. By default, no contacts exist, they must be created. Contact creation is covered under the Contacts section of this guide. Each contact can have multiple phone numbers assigned, an address as well as an associated image. Fusion Hosted Voice User Guide Page 6
7 Figure 7 Contacts Pane The contacts pane also allows you sort you contacts by Group, Organization as well as search for a specific contact using the search tool. To call a contact, simply highlight the contact you wish to call in the left portion of the pane then click the Call button next to the contact number you wish to call that contact at. Once the Call button is pressed, your phone will ring and once answered a call to the contact will be placed automatically and conference connected to your phone. Quick Settings Quick Settings provides a simple method to select your active voice mail greeting. You can have multiple voice mail greetings recorded; this dropdown allows you to simply select one of your pre-recorded greetings to become active. Instructions on voice mail greetings is covered under the Voice Mail section of this guide. My Calls Tab The My Calls Tab provides an extended view of your recent call history. Somewhat like the Recent Calls on the Home Tab, the My Calls Tab provides more history as well as more detail on each call. For each call entry, you can see the type of call, the caller s name and number, the duration of the call, the time and date of the call as well as any matching contact information if it exists. Additionally, a once click Call button is also provided for each call entry which operates the same as the Call button on the Recent Calls pane of the Home tab. Fusion Hosted Voice User Guide Page 7
8 You also can sort this My Calls data by call type by using the dropdown Filter By tool at the top of the page. Figure 8 My Calls Tab You can click any call list entry for additional options such as creating a contact, updating an existing contact or listening to voice mail messages. In the example above, Clint Eastwood is an existing contact, if you click on one the call list entries from Clint Eastwood, you have the ability to view his contact information and update it if necessary. Figure 9 Call From Existing Contact For call entries without an associated contact, when they are clicked from the list, you can quickly and easily create a contact to be associated with that caller. Fusion Hosted Voice User Guide Page 8
9 Figure 10 Adding Call List Entry as Contact In Figure 10, a previously unknown caller was converted into a contact by entering the First Name, Last, Name and selecting the Phone Type and clicking the Update button. Voice messages will be indicated by an envelope icon next to the call list entry. Figure 11 Voice Message Clicking on a call list entry containing a voice message will allow you to enter contact information as well as listen to the voice message with the integrated player, download the message by clicking the globe icon, mark the message as read, or delete the message as shown in Figure 11. Fusion Hosted Voice User Guide Page 9
10 My Contacts Tab The My Contacts tab provides an easy tool to manage your existing contacts and to add new contacts. You can organize your contacts by custom defined Groups and Organizations and define multiple ways in which to reach each contact you have created. Figure 12 My Contacts Tab Create a New Contact To create a new contact, click the Add button at the bottom of the My Contacts Tab Input information to be associated with the new contact and click the Save button along the bottom of the page to save your changes. In the example in Figure 13, Angel Eyes was added to an existing Group, TGTBTU, and assigned to an existing Organization, Outlaws Inc. You could create a new Group and or Organization for the contact using the icons to the right of these fields. Now, any calls to or from will be associated with Angel Eyes. Fusion Hosted Voice User Guide Page 10
11 Editing an Existing Contact To edit an existing contact, select it from the contacts list and click the Edit button. This will allow you to edit all fields associated with that contact. Deleting an Existing Contact To delete an existing contact, select it from the contacts list and click the Delete button. This will permanently delete the contact and all of its associated information. Importing Contacts You can import a preconfigured list of contacts from a CSV file by clicking the Import button. After clicking the Import button, an explorer window will appear allowing you to select the preconfigured CSV file for import. Once all changes are made, click the Save button along the bottom right hand side of the My Contacts tab. My Settings Tab The My Settings Tab provides multiple tools for you to manage your NCTC services. These tools are listed in the Categories portion of the My Settings Tab. Depending on your service level and features subscribed to, not all Categories may appear. General The General category provides options to change your Web Portal login password as well as manage your addresses used by the system to send voice messages and message notifications. Figure 13 My Setting - General Category Fusion Hosted Voice User Guide Page 11
12 Per Figure 13, to change your Web Portal password, enter your existing password, to verify. To manage your addresses, use the Add or Delete button to add or remove addresses. Click Save to save your changes. Voice Mail The Voice Mail category provides several voice mail management settings and is broken up into several sub menus including General, Notification, and Greetings General The General sub menu allows you to view/change your voice mail PIN, configure your Dial 0 number and select your Playback Options and Order. Figure 14 Voice Mail Category General PIN To view your PIN, uncheck the Hide PIN check box. Additionally you can input a new PIN as well as set some basic voice mail options Login Type Select the login type you wish to use. Options are Auto Login, No Auto Login and Semi-Auto Login. If calling to check voice mail from your telephone number, this setting dictates the level of authentication required. Auto Login requires no mailbox number or PIN, No Auto Login requires mailbox and PIN and Semi-Auto Login requires only a PIN. Number Settings Dial 0 Number is where you can define a telephone number where callers will be transferred if they press zero during your greeting. Note that if this is a toll number, any toll charges during a zero out transfer will be incurred to your telephone account. Fusion Hosted Voice User Guide Page 12
13 Playback Order Playback Order allows you to specify the options and order in which certain aspects of the message will be played. Move available options from the Available column to the Current Playback Order column to dictate which aspects are played. You then can specify the order in which the playback options are played. Notifications Figure 15 Notifications Daily Notify Specifies whether or not daily voic notification is to occur and to specify what time daily it is to occur if enabled. This notification will send you a list daily detailing all voice mail messages received. This notification is sent your configured address. Notify Notify specifies whether or not you wish to have copies of your voice messages sent to you as an . In addition, you can specify the file type to be included in the . Choices for audio encoding are MP3 and MSADPCM (WAV). Specify which address you wish to have messages ed to, you can specify multiple addresses to send voice mail messages. Note that if you will be retrieving voice mails via from a mobile device; ensure that your mobile device supports the audio encoding method chosen. Greetings Greetings provide a simple method of managing your voice mail greetings. You can record several voice mail greetings, edit their names, schedule specific greetings to be played at specific days/times, schedule specific greeting to play during certain events and even play a unique greeting for specific callers. Fusion Hosted Voice User Guide Page 13
14 Greetings Figure 16 Greetings The Greeting List displays currently recorded greetings. Greetings by default are recorded via your telephone and have a generic greeting description based upon the order in which they were recorded. For example, your initial greeting will be named Greeting 1; however you can rename this greeting with a descriptive name such as Out of Office Greeting as shown in the figure above. Use the add/edit/delete buttons to customize your greetings. In order to add a greeting from the Web Portal, you must have the greeting pre-recorded in 16 bit WAV file format. You can preview each greeting using the built in play controls within the Greeting List. To make a greeting active, highlight it and click the blue check mark icon. You can also upload and create a Temporary Greeting by enabling it, specifying a start/stop time and date. You must have the greeting pre-recorded in 16 bit WAV format. Schedules Figure 17 Schedules Fusion Hosted Voice User Guide Page 14
15 Using the Schedules tab, you can schedule individual greetings to play at specified times of the day for each day of the week. For example, you could have an in the office greeting which played Monday through Friday during normal business hours and an out of office greeting play during non business hours. The Schedules tab presents a calendar interface to allow you to select time frames for any day then assign a greeting to that time frame. To add a scheduled greeting, provide a Description for the time period, specify the day, start and stop time, select the existing greeting to be played during this timeframe and click the Add button. To edit a scheduled greeting, click it in the calendar and make the required changes then click the Apply button. To delete a scheduled greeting, click it in the calendar and click the Delete button. Note that removing a greeting from the schedule does not delete the greeting; it simply removes the schedule item for that greeting. Click the Save button to save your changes. Events Figure 18 Events Events are administered similarly to Schedules however instead of being able to specify a time and day of the week; events are scheduled for a specific calendar date. To add an event, fill in the Description field, the Month, Day, Start and Stop Time and specify the greeting to be displayed during this event. Click the Add button to add the event to the schedule. Click the Save button to save your changes. Fusion Hosted Voice User Guide Page 15
16 Specific Callers Figure 19 Specific Callers Specific Callers allows you to assign a greeting to be played only for specific callers. To add a specific caller, fill in the Address (calling telephone number in 10 digit format), a description for this caller and an associated greeting to be played when this caller leaves a message. Conferencing Conferencing permits management of your On Demand Conferencing information including the Conference ID, Administrator Access Code and some other On Demand Conferencing parameters General Figure 20 General The current Conference ID is displayed, this is the code that participants must enter to join an On Demand Conference. To change this ID, enter the desired code in the Conference ID field. The Administrator Access Code that the conference host must enter for the conference call to commence. To change this ID, enter the desired code in the Administrator Access Code field. Terminate When Admin Leaves dictates if an in progress conference call will terminate when the host/administrator leaves the call. Quiet Mode dictates whether or not beeps are played when new attendees join or leave the conference. If enabled, a single beep is played when attendees join and a double beep is played when attendees leave a conference call. Mute Attendees dictates whether or not attendees are muted by default when joining a conference call. Fusion Hosted Voice User Guide Page 16
17 Rates Figure 21 Rates Rates provides read only information displaying your current On Demand Conference feature rates. Recording Figure 22 Recording Recording provides read only information about your current Recording parameters including whether or not Recording is enabled and your max storage and retention policy. If Recording is enabled, any existing recordings are listed and can be played from the integrated player. Access Numbers Figure 23 Access Numbers Access Numbers provides read only information displaying your current dial in access numbers for On Demand Conferencing. Call Management Call Management provides tools to manage your inbound and outbound calling features such as Single Number Service and toll control Incoming Calls Single Number Service Single Number Service provides convenient Find Me/Follow Me functionality. This allows you easily to route inbound callers to multiple destinations automatically and if not answered by any of the configured destinations, the call is sent to your voice mail. Fusion Hosted Voice User Guide Page 17
18 Figure 24 Single Number Service Configuration of Single Number Service involves configuring the General settings as well as creating your Call Sequence. General Figure 25 Single Number General To enable Single Number Service, click the Enable checkbox. Note that if you enable this feature and you have Forward to Voic if No Parties Found enabled, if no Call Sequence entries are defined, all calls will go directly to voic . In the instance that a call cannot be delivered to any of your defined Call Sequence destinations, you can have those calls sent to your voice mail by checking the checkbox for Forward to Voice Mail if No Parties Found. Configure the Searching for Party Announcement Delay (sec) to the desired time frame. To disable, select Don t Play from the dropdown. The Searching for Party announcement notifies the caller that the system is attempting to locate you. Fusion Hosted Voice User Guide Page 18
19 Configure the Admin Access PIN number to be used to modify Single Number Service settings via the telephone user interface (TUI) Call Sequence Figure 26 Single Number Call Sequence Call Sequence is used to define the desired destination numbers and the order in which they are used. In Figure 26, two numbers are configured as destinations. To add a destination, click the Add button and configure the settings for each destination as desired. Figure 27 Edit Phone Entry Number to Dial specifies the destination number, this should be entered in 10 digit format Order specifies the order where this Call Sequence destination should be placed relative to the other numbers in the Call Sequence. Phone numbers with the same Order value will be dialed simultaneously. Verify defines whether the service should verify that the destination number is answered by a live person rather than an answering machine or voice mail. If enabled, once answered at the destination, the caller will be prompted to accept the call. If not accepted, the call will be sent to the next Call Sequence destination Fusion Hosted Voice User Guide Page 19
20 Call Attempt Time defines the maximum number of seconds that this destination will be rung before moving to the next Call Sequence destination. Call Delay Time the number of seconds of delay that should elapse before this number should be dialed. Transfer Digit the digit that can be pressed to transfer an answered call to this destination. If a call is answered by another Call Sequence Destination, pressing * followed by this digit will transfer the call to the associated Call Sequence destination. Click Apply to save the Call Sequence destination entry. To edit an existing Call Sequence destination, click the Edit button associated with that destination. To delete an existing Call Sequence destination, click the Delete button destination. associated with that To disable a Call Sequence destination, click the green Check button To enable a Call Sequence destination, click the red Disable button Outgoing Calls Restrictions Figure 28 Restrictions To configure outbound call restrictions and settings, place a checkmark in the box below each call type for which you would like the feature enabled. Block blocks calls for this call type Time enforces a time limit for a specific call type Account Codes requires an account code to be entered when this call type is attempted Fusion Hosted Voice User Guide Page 20
21 Options Settings Figure 29 Options Override Code the 4 digit PIN used to override a blocked call. The default PIN is This allows calls that would normally be blocked to be completed on a call by call basis. Language The language used by the service for announcements for this number, options include English or Spanish Send Usage Report if enabled, a monthly usage report will be sent to your primary address Allow Override if enabled, allows the use of the Override Code Account Codes Account Codes can be created to track calls for a specific purpose and allow for allocation of long distance calling costs. Code Length read only field displaying the max Account Code digit length Retry PIN Count defines the max number of tries to enter an account code when placing a call Fusion Hosted Voice User Guide Page 21
22 Add an Account Code To add an account code, click the green plus button and enter the details for the new Account Code. Account Code enter a unique account code with the same number of digits as the Code length value Account Code Name enter a short descriptive name for this Account Code Max Minutes enter the maximum number of minutes available for this Account Code; enter Infinite to allocate unlimited minutes to this Account Code Click the Save button to save your new Account Code Edit an Account Code To edit an existing Account Code, highlight it then click the Edit button Deleting an Account Code To delete an existing Account Code, highlight it then click the Delete button Number Lists Allowed Number Lists Figure 30 Allowed Number Lists Allowed Numbers entered will be exempt from enforcement from blocking. You can quickly select a number from your recent calls by placing a check mark in the box next to the number or numbers and then click the add arrow to move the numbers to the Allowed List. Additionally you can manually enter a 10 digit number into the Enter Phone Number field and add it to the Allowed List in the same manner. To remove a number from the Allowed List, place a checkmark next to the number and click the remove arrow to remove the numbers from the list. Fusion Hosted Voice User Guide Page 22
23 Blocked Number List Figure 31 Blocked Number List Numbers in the Blocked List cannot be dialed regardless of normal blocking settings. The procedure to add or remove numbers from the Block List is the same as when adding or removing numbers from the Allow List. Timed Number List Figure 32 Timed Number List The Timed Number List allows you to define a maximum number of minutes available to call specific numbers. As with Allowed and Denied Call Lists, you can add timed numbers from your Recent Calls as well as manually add a number by entering it in the Enter Phone Number field and adding them to the Time List. When adding numbers to the list, you can then edit it by highlighting it in the Timed Number List and clicking the Edit button Phone Management Selective Call Acceptance Selective Call Acceptance allows you to define specific callers that you will only accept calls from. If a caller other than one defined calls your number, they will receive a message that you are not currently accepting calls. Fusion Hosted Voice User Guide Page 23
24 Figure 33 Selective Call Acceptance To add numbers to the Accepted List, enter them into the Enter Phone Number field and click the add arrow button. To delete entries, highlight them in the Accepted List and click the Delete List Entry. To enable or disable this service, click the Enable Service checkbox. Click the Save button to save your changes. Selective Call Rejection Selective Call Rejection allows you to specifically reject calls from specific numbers. When a rejected caller attempts to call your number, they will receive a message stating that you are not currently accepting calls. Figure 34 Selective Call Rejection The process for enabling, adding or removing numbers from the Reject list is the same as Selective Call Acceptance. Selective Call Forwarding Selective Call Forwarding allows you to forward calls from specific callers to another destination such as your mobile phone, voice mail, or any number that you choose. Fusion Hosted Voice User Guide Page 24
25 Figure 35 Selective Call Forwarding To forward specific callers, first define the forward destination in the Forward to Number field in 10 digit format. To add specific callers to be forwarded, enter the number in the Enter Phone Number field then click the add arrow to add them to the Call Forward List. To delete a number from the Call Forward List, highlight it then click the Delete List Entry button. To enable or disable the service, place a check mark in the Enable Service box. Simultaneous Ringing Simultaneous Ringing allows your inbound calls to simultaneously ring in to multiple destinations at the same time. Figure 36 Simultaneous Ringing To add destinations to you Simultaneous Ring service, click the Add the Last Calling Number button or manually enter the phone number in the Enter Phone Number field then click the add arrow key to add the number to the Simultaneous Ring List. To remove a number, highlight it in the Simultaneous Ring List and click the Delete List Entry button. To enable or disable the service, place a check mark in the Enable Service box. You can define up to 4 Simultaneous Ring destinations in the Simultaneous Ring List. Speed Calling Speed Calling allows you define up to 20 speed dial numbers accessible from your phone service. Speed dial numbers created here are not related to speed dials created/stored within your Polycom phone. Fusion Hosted Voice User Guide Page 25
26 Figure 37 Speed Calling To define speed calling destinations, use the Select Speed Number dropdown to select the bin number that you wish to define. The ranges of available bin numbers are and are unique to you. Once the bin has been selected, enter the phone number to be stored for this bin into the Number field next to the Select Speed Number dropdown and click the add arrow key to add it to your Speed Call List. To remove a Speed Call List entry, highlight it from the list and click the Delete List Entry button. To call a Speed Call List entry, lift the handset and dial * followed by the bin number. SIP Phone Management (FUTURE) SIP Phone Management allows you to quickly and easily program select buttons on your Polycom phone. Figure 38 SIP Phone Management SIP Phone Management will display a graphic representation of the specific model of Polycom phone associated with your account. Within the Phone Information section, the MAC ID, Model and Description associated with your Polycom phone is displayed. To add custom buttons, click the button area that you wish to define. A popup will be displayed allowing for configuration. Fusion Hosted Voice User Guide Page 26
27 Troubleshooting If you experience troubles with any of the features or functionality of the Web Portal, first ensure that you have the most recent version of Microsoft Silverlight Installed. To obtain the latest version please visit the Microsoft Silverlight web site at If you are experiencing unresponsiveness from the Web Portal, please try to log off, then log back in using the Logout button located in the top right corner of the Web Portal interface. If logging out and logging back in does not resolve the issue, try to completely close your browser and retry. The Web Portal will work with multiple browsers with Silverlight support however North Central recommends Microsoft Internet Explorer 9 or greater and Google Chrome or greater. If you are experiencing rendering or responsiveness issues, you should ensure that you are using a preferred browser meeting the recommended minimum versions. For additional help or if you have additional questions, please contact North Central at (615) for prompt service. Fusion Hosted Voice User Guide Page 27
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& User Guide Welcome to RCN Hosted Voice Thank you for choosing RCN Hosted Voice as your new telephone system. By partnering with RCN Business Services, you now have access to incredible state-of-the-art
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Digital Telephone User Guide 1 Proud to provide Conway s Electric, Water, Cable, Internet and Telephone services. Welcome to Conway Corporation Digital Telephone Service We take pride in providing superior