2 Welcome to EarthLink Business Thank you for selecting us to provide your business communications. This guide is formatted to help you get the most from the EarthLink Business products you have selected. Please direct questions to your EarthLink Business Representative or use the Customer Care numbers found within this document. Primary Contact Numbers Customer Care EL.CARE.1 ( ) Operator Services The following operator services are available to you. Charges may vary by market and can be obtained from a Customer Care Representative by dialing EL.CARE.1 ( ). Key to Features o Directory Assistance o Directory Assistance Call Completion o Operator Services Automated Calls o Operator Services Station to Station and Person to Person o Busy Line Verification o Emergency Line Interruption with Busy Line Verification This symbol indicates that a feature is accessible via the CommPortal. This symbol indicates feature activation and/or deactivation via IP phone. This symbol indicates feature activation and/or deactivation via CommPortal Assistant (PREMIUM SEATS ONLY). $ This symbol indicates a COST-PER-USE feature billed at current rates. IMPORTANT NOTE: If you are subscribed to a Premium Seat features, and there is an option to select features through the CommPortal or CommPortal Assistant, then you will not have the ability to activate those features through the phone.
3 HOW TO USE YOUR NEW PHONE Managing Calls Placing a Call To place or answer a call, take one of the following actions: Pick up the receiver Press the Speaker button Press the Headset button Press a Green Line button When you are placing a call, you have the following options Dial the digits of the number you are calling, and then taking one of the actions above Take one of the actions above, and then dial the digits of the number you are calling o In this scenario the system will wait 3 seconds and then place the call automatically Answering a Call To answer a call, take one of the following actions: Pick up the receiver Press the Speaker button Press the Headset button Press the Red Flashing Line button Press the Answer soft key Put a Call on Hold To place a call on hold, take the following action: Press the Hold button Ending a Call To end a call, take one of the following actions: If you are using the handset, place it back on the cradle. If you are using the speakerphone, press the Speaker button If you are using a headset, Press the Headset button (Wired Devices) Replace the Receiver (Wireless Devices) Ignore a Call To reject a call, take the following action: Press the Ignore soft key Call Waiting If you are on a call and another call comes in, take one of the following actions:
4 Press the Answer soft key Press the flashing red line button The call in progress will be put on hold and the incoming call will be answered. To return to the first call, take one of the following actions: Press the Red Flashing Line button OR Select the call on the screen using the Up Arrow or Down Arrow Press the Resume soft key Miscellaneous Phone Options Adjusting Call Volume To adjust the volume while you are on a call, Press the + on the Volume button to increase the volume OR press the on the Volume button to decrease the volume Then press the Save soft key Note: Pressing the Volume button while not on a call adjusts the volume of the phone s ringer. Muting a Call If you are on a call and do not want the caller to hear you, then you can place the call on Mute. To place a call on mute, take the following action: Press the Mute button The Mute button will turn Red when Mute is ON Press the Mute button again to turn Mute OFF on your line Access Voic To access voic , take the following action: Press the Messages button STANDARD FEATURES Know Who s Calling Caller ID Name and Number See the name and number of the person calling, so you have the option of answering the call or getting back to the caller at a more convenient time. Please note in some cases the person calling may block this information from being displayed.
5 Outbound Caller ID Name and Number This is the information that is sent from EarthLink Business to the caller ID unit on the terminating end of the call. The standard information sent is the company name and the billing telephone number (BTN). This feature has a 15-character limitation. Caller ID Blocking Allows you to prevent your name and number from being displayed on Caller ID on all calls or specific calls. o Block on all calls must be made within the CommPortal o Block on a per-call basis must be made via the phone If you select block on all calls through the CommPortal, you do have the ability to allow a per-call display of caller ID through the phone. Please note if a 911 call is made this preference will be overridden and Caller ID information will be sent. Prevents your name and number from being displayed on a Caller ID unit on all calls. Blocking will continue until the option is unselected. Prevents your name and number from being displayed on a Caller ID unit on a per call basis. Blocking will end once the call has been terminated. o Dial *67 and enter the number you wish to call If you have selected Caller ID Blocking through the CommPortal, then there is an option to display Caller ID on a per call basis. The display of Caller ID will end once the call has been terminated. o Dial *82 and enter the number you wish to call
6 Anonymous Call Rejection This feature prevents callers who intentionally block their numbers from being displayed on a caller ID unit from getting through on your line. When a caller calls your phone they will hear: the number you are calling does not accept restricted calls. This feature will stay active on all calls until it is deactivated. To activate Anonymous Call Rejection: o Dial *77 o Listen for the confirmation message To deactivate Anonymous Call Rejection: o Dial *87 o Listen for the confirmation message To activate/deactivate Anonymous Call Rejection: To activate Anonymous Call Rejection: Step 1: Select Add New Rule Step 2: Select a withheld number Step 3: Select Next Step 4: Select from the list of options available Step 5: Select Finish In the display below you will see that the user selected the action of requiring the caller to prompt the caller to record his or her name, then ring my phone and ask me whether I wish to accept the call
7 To deactivate Anonymous Call Rejection click the X button to the right of the rule Per-Call Trace $ You can trace the most recent incoming call. This feature should only be used to trace harassment calls, as the call information will be released to law enforcement agency once you have filed a complaint. Call Customer Care at for more information on filing a formal complaint. To activate Per-Call Trace: o Hang up on the harassing caller o Lift receiver and listen for dial tone o Dial *57 o Listen for confirmation that Per-Call Trace activation was successful Never Miss a Call Call Forward Variable This feature allows you to forward all calls to another number, even a mobile number, from your main phone. Combine this feature with Call Forwarding Remote Access for complete flexibility. To activate Call Forward Variable: o Dial *72 and enter the number where calls should be forwarded to o Once the line is answered, the feature is activated and you will hear a confirmation tone o If the line is busy or no answer, then repeat the steps above o NOTE: If you are a subscribed to a Premium seat you MUST activate this feature through the CommPortal Assistant. To deactivate Call Forward Variable: o Dial *73
8 To activate/deactivate Call Forwarding Variable: To activate/deactivate Call Forwarding Variable: Call Forward No Answer Forward calls to another number if the line isn t answered by specific amount of rings. To activate Call Forwarding No Answer: o Dial *92 and enter the number where calls should be forwarded to o You will receive two fast beeps to confirm that your calls are now forwarded To deactivate Call Forwarding No Answer: o Dial *93 To activate/deactivate Call Forwarding No Answer:
9 Call Forward Busy Line If a caller gets a busy signal, then calls are sent to another line. To activate Call Forwarding Busy: o Dial *90 and enter the number where calls should be forwarded to o You will receive two fast beeps to confirm that your calls are now forwarded To deactivate Call Forwarding No Answer: o Dial *91 To activate/deactivate Call Forwarding No Answer: NOTE: You can have the same action occur if there is no answer or if your line is busy.
10 Call Forwarding Remote Access This feature allows you to activate Call Forward Variable from any location. Your calls can follow you quickly and efficiently. Please note, anywhere you can access the Internet you can change this through CommPortal. To activate Call Forwarding Remote Access on a phone other than your desk phone: o Dial your Call Forwarding Remote Access Number o Dial your phone number that has the Remote Access feature (including area code) o Enter your Personal Identification Number (Call Customer Care at EL.CARE.1 ( ) to obtain this number) o To Activate the Call Forwarding Behaviors Call Forward Variable o Dial *72 and enter the number where calls should be forwarded to Call Forward No Answer o Dial *92 and enter the number where calls should be forwarded to Call Forward Busy o Dial *90 and enter the number where calls should be forwarded to o You will hear a confirmation on the forwarding number entered and then press 1 to confirm To deactivate Call Forwarding Remote Access on a phone other than your desk phone: o Repeat all the steps listed above before entering the feature code o To Dectivate the Call Forwarding Behaviors Call Forward Variable o Dial *73 Call Forward No Answer o Dial *93 Call Forward Busy o Dial *91 o You will hear a confirmation that your Call Forwarding Remote Access has been deactivated Group Call Pick-Up Answer incoming calls to other telephone numbers without running from phone to phone. Your Business Group Administrator can set up groups of phone numbers that can be picked up by any person in the group. To activate Group Call Pick-Up: o Dial *11 to pick up the ringing line in your group o Pick up any ringing line
11 Call Transfer Transfer incoming calls to other destinations, internal or external. There are two options when utilizing Call Transfer, either a Warm Transfer or Blind Transfer. To activate Warm Call Transfer: o After placing or receiving a call, press the Transfer/Xfer soft key to place the caller on hold o Listen for a dial tone o Call the number that you wish to transfer the call to o When the second party answers, announce the caller and press Transfer/Xfer To activate Blind Call Transfer: o After placing or receiving a call, press the Transfer/Xfer soft key to place the caller on hold o Listen for a dial tone o Call the number that you wish to transfer the call to o When the second party s line starts ringing, press Transfer/Xfer Note: If the number that you are attempting to transfer to is busy or there is no answer, simply hang up and try again. Call Return (Automatic Recall) Couldn t get to the phone in time? This feature will give you the number, date and time of your last incoming call with an option to have it automatically dialed for you. To activate Call Return: o Dial *69 o A recording will give you the number, date and time of your last incoming call o Press 1 to automatically dial the number o If the line is busy, Call Return will alert you with a ring back when the line is free To deactivate Call Return: o Dial *89 o A recording will confirm the cancellation of Call Return Note: Call Return will continue trying to connect you for up to 30 minutes, and will alert you with a ring back if the line is free. Note: Some customers may NOT have this feature available. Directed Call Pickup Without Barge In Allows a user to answer a specific phone within a call pickup group. Distinctive Ringing Internal/External Different ring cadences for calls to a business line from within the business vs. external calls from outside the business Please note this feature is enabled at the Business Group level, and cannot be provisioned on individual lines. Therefore this features must be enabled by your Business Group Administrator.
12 Do Not Disturb Allows users to suspend all calls from ringing you, and sends all calls to voic . To activate Do Not Disturb: o Select the soft key that is labeled as dnd o The display will show Do Not Disturb and the button changes to -dnd To deactivate Do Not Disturb: o Select the soft key that is labeled as -dnd To activate Do Not Disturb: To deactivate Do Not Disturb: Please note if Do Not Disturb is enabled through the CommPortal Assistant then there will not be any indicator on the phone that calls are ringing directly to voic .
13 Hunting / Multi Line Hunt Group (MLHG) Allows the Business Group Administrator to specify a sequence of numbers for calls to be forwarded to. If the line is busy when a call comes in, these numbers are called in sequence until one is not busy and can accept the call A line within a Hunt Group can exclude itself from being called using the Do Not Disturb subscriber call service Multi-Line Call Appearance Allows you to receive multiple calls (3 max) on your Direct Inward Dialing number Multiple Appearance Directory Number (MADN) Allows a call to the MADN to simultaneously ring all free lines (32 max) within the MADN group. Can be configured to allow either single or multiple simultaneous calls to the MADN. A line can only be included in one MADN group A line within a MADN group can exclude itself from being called using the Do Not Disturb subscriber call service Time-Saving Features Three-Way Calling Add a third party to the conversation while using only one phone line a great way to meet over the phone. To place a Three-Way Conference Call: o After placing or receiving a call, press the conf soft key o Listen for dial tone o Dial the second number o Press the conf soft key again to connect all three parties Abbreviated Dialing Provides quick dialing between your business locations just three to five digits to place a call Typically it is the last 3 to 5 digits of the users Direct Inward Dial number To utilize Abbreviated Dialing: o Dial the abbreviated digits of the telephone number Please note EarthLink Business utilizes permissive dialing, which means that there is no requirement to dial 9 before the digit string when dialing outside our your business Call Hold This feature allows you to place a caller on hold To activate/deactivate Call Hold: o After placing or receiving a call, press the Hold button to place the call on hold. o There are three options to retrieve the call, 1. Press the Hold button again to retrieve the call 2. Press the flashing line key
14 3. Press the resume soft key Call Park Allows a user to put a call on hold so that it can be retrieved at any line. The default timeout is 60 seconds. You must be part of a Call Park orbit (queue) to be able to utilize this feature Orbits (queues) are set up by your Business Group Administrator To activate Call Park: o Press the Transfer/Xfer soft key o Dial *13 o Listen for the orbit (queue) number o Press the Transfer/Xfer soft key To retrieve a Parked Call: o Press the Transfer/Xfer soft key o Dial *14 plus the orbit number For example to receive a call parked on orbit 1, you should dial *141 Continuous Redial (Automatic Callback) Automatically redial the most recent outgoing call every minute for 30 minutes, so you can use your time more productively. To activate Continuous Redial: o When you get a busy signal, simply hang up the phone o Dial *66 o A recording will confirm Continuous Redial has been activated o When the line becomes available, you will be alerted with a ring back if your line is free o When you are alerted, lift the receiver and the number will be dialed To deactivate Continuous Redial: o Dial *86 o A recording will confirm the cancellation of Continuous Redial Speed Dialing (8) Call your eight most frequently dialed numbers faster with just a one-digit code To program or change a Speed Dial number: o Dial *74 o Listen for dial tone o Dial a one-digit code (2 through 9) of your choice o Dial the phone number you wish to store o Listen for a confirmation tone OR To program or change a Speed Dial number:
15 To use Speed Dial: o Get dial tone o Enter your one-digit code o Press # Enhanced Speed Dialing (30) Two digits that s all you need to dial and call up to 30 numbers To program or change a Speed Dial number: o Dial *75 o Listen for dial tone o Dial a two-digit code (20 through 49) of your choice o Dial the phone number you wish to store o Listen for a confirmation tone OR To program or change a Speed Dial number: To use Speed Dial: o Get dial tone o Enter your two-digit code o Press #
16 Intercom Dialing (Extensions) Permits dialing of intra-business calls using dial codes of 7 or fewer digits. Short Codes Permits the use of short codes from 1 to 7 digits that are specific to the business group They can used to access external numbers or as substitutes for standard access codes The short codes must be configured by your Business Group Administrator OR To find the Short Codes configured: Assumed Dial 9 All users are set up with the ability to place an outbound call on an outside line without having to dial a 9 Direct Inward Dialing External callers can make calls directly to a particular station without the intervention of an attendant Line State Monitoring (Monitored Extension) Allows a SIP business line to be connected to an attendant console that is then notified with the state of any line within the business. When monitoring an extension, you can see the current status and speed dial to it with this key. A LA CARTE FEATURES Attendant Console Expansion Modules Attendant Console Expansion Modules are designed for receptionists, administrative assistants, call center agents, power users, and executives who need to monitor and manage a large volume of calls on a regular basis. This simplifies incoming call handling by quickly directing calls to the requested party and also monitors line status from a central location.
17 The expansion module allows you to monitor the status of other extensions in your business, answer a call that is ringing on the extension you are monitoring and use the keys as speed dials for these extensions. Polycom 650 EXPANSION MODULE The Polycom 650 Expansion Module features 14 keys to support programmable features. Up to 3 modules can be added, for a total of 42 programmable buttons. Please note the Expansion Module is only available with the Polycom SoundPoint 650. Popular Attendant Console Functions Feature Definition Function Transfer using Monitored Extension* Allows a user to transfer a call via the expansion module. You have the option to speak with the recipient prior to transferring the call. Transfer/Xfer then press the expansion module key to the correct person and hang up. Park Call Allows a user to put a call on hold so that it can be retrieved at any line. It is parked in the next available orbit number which is announced by the system. Transfer/Xfer *13 Wait to hear the orbit number then press Transfer/Xfer again. Enhanced Call Park Retrieve Parked Call Allows a user to park a call in the orbit number (1-5) specified. Allows a user to retrieve a call in the orbit number (1-5) specified. Transfer/Xfer *13<orbit #> *14<orbit #> *Attendant console expansion module keys must be configured as Montiored Extension. Call Handling Options Line State Monitoring The attendant console expansion modules let you monitor the status of other extensions in your business. A key and a lamp on your phone will be associated with that other extension. o If there is no call in progress on that extension, the lamp will not be lit. o If a call is ringing on that extension, the lamp will blink quickly. o If a call is on hold on that extension, the lamp will blink slowly. o If a call is in progress on that extension, the lamp will be lit solidly.
18 If you want to answer a call that is ringing on the extension you are monitoring, pick up your handset and press the key for that extension. You will be connected to the caller. You can also use these keys as speed dials for the other extension. To call the other extension when there is no call in progress on it, pick up your handset and press the key for that extension. Configuring Your Phone s Keys You can configure your phone s keys through CommPortal or CommPortal Assistant. OR To configure Phone Keys: This will launch a new browser window for the Phone Configurator. You must have Adobe Flash Player version 9 or later installed in order to use the Phone Configurator. Once you have launched the Phone Configurator, you will be presented with an image of your phone: Please note if you have registered your telephone number at multiple phones then you will be required to select the phone you are looking to modify.
19 To select a key, click on it. This will launch a pop-up allowing you to configure the key: Some keys you are not able to configure, when you put your mouse over the key you are looking to configure it will flash either: o BLUE You can configured the key o RED You cannot configure the key Note: Your phone will pick up the changes you have made overnight. If you want the phone to apply the changes immediately, reboot it by unplugging it and plugging it back in. Auto Attendant Auto Attendant allows calls to navigate through the organization to get to the person or department they are looking to contact without disturbing anyone else within the business. There are two levels of Auto Attendant based on your business needs, o Standard Auto Attendant o Premium Auto Attendant Standard Auto Attendant Standard Auto Attendant is an automated receptionist that is specifically tailored to the needs of small businesses. Administration The standard auto attendant can be modified through the telephony user interface (TUI) or the CommPortal. Instructions for modifying the Auto Attendant are provided in the EarthLink Business Hosted Voice Business Group Administrator Guide. To access the TUI o Dial the Standard Attendant number o Wait for it to start playing o Press *6 o Enter the CommPortal passcode To modify the Auto Attendant: o Log into CommPortal using the Standard Auto Attendant number o Enter the CommPortal passcode
20 Customizable Schedule Allows businesses to define two menus to be played during and outside of business hours. Dial-by-Extension Directory Callers are played the administrator-defined extension prefix and include an extension to reach the intended party. Premium Auto Attendant Premium Auto Attendant is a hosted, fully customizable, automated receptionist. Administration Through the telephony user interface (TUI) or the CommPortal. Instructions for modifying the Auto Attendant are provided in the EarthLink Business Hosted Voice Business Group Administrator Guide. To access the TUI o Dial the Standard Attendant number o Wait for it to start playing o Press *6 o Enter the CommPortal passcode To modify the Auto Attendant: o Log into CommPortal using the Standard Auto Attendant number o Enter the CommPortal passcode
21 Customizable Schedule Menus and announcements notifying callers of hours of operation and observance of holidays. Allows businesses to define menus to be played during and outside business hours and also for observance of holidays. Announcements and menus can be stored when not in use and activated on-demand. Dial-by-Extension Directory Callers are played the administrator-defined extension prefix and include an extension to reach the intended party. Dial-by-Name Directory Callers are played the administrator-defined name options and may select a name to reach the intended party. Music On Hold Music On Hold is a system for playing media to callers placed on hold Assign Resources Resources may be attached to specific business lines. The system provides up to 20 mappings with 20 MB of storage. CommPortal Integration This allows for uploading audio resources via CommPortal. Major Audio Format Support Includes WAV and MP3 Record by Phone Administrators may record audio resources via phone. Streaming Audio Plays for all calls on hold or in queue. Virtual Fax Line Virtual Fax allows you to configure subscribers with one dedicated Direct Inward Dialing (DID) number hosting a virtual fax machine. Third parties may send faxes to this number as they would to a normal fax line and can be retrieved from the Messages & Calls section of the CommPortal. $ You must subscribe to this feature You can set your preferences up so that faxes are forwarded to when received
22 COMMPORTAL FEATURES The CommPortal is a web-based application which allows subscribers to manage their own call services and settings. Please note depending on whether you are subscribed to a Standard Seat or a Premium Seat there will be slight differences between the options available to the user. The screenshot above is a Premium Seat. Online Help To bring up the online help window, simply click the button which appears at the top right of any portal tab, in the drop down select the Help option. Dashboard Tab The Dashboard Tab displays a summary of subscriber account settings and recent activity, customized to the set of services available to the subscriber. Click to Dial The subscriber can make a call or return a call by clicking on an icon in the Contact List or Call List display. The call may be made from the subscriber s own phone, or with a Premium Seat at a remote phone number configured by the subscriber Messages & Calls Tab Whenever a subscriber makes a call, receives a call or misses a call, the details of the call are recorded and displayed in the CommPortal. Dialed Calls Lists outgoing calls from the line
23 Missed Calls Lists calls not answered on the line Received Calls Lists calls answered on the line Rejected Calls Lists calls rejected by the subscriber Call List Export The subscriber can export Call Lists in Comma Separated Value (CSV) format, for use with a spreadsheet or other data processing application Contacts Tab The subscriber can record contact information including multiple phone numbers (for example, home and work), addresses, addresses and other detailed contact information. Contact Groups The subscriber can set up groups of contacts (for example, friends or family) for use when sending Voice Mails and configuring rules in Incoming Call Manager. Copy to Contacts If the calling number is not already in the subscriber s Contact List, he/she can click through to create a new Contact with that number. Full Text Search The subscriber can look up a contact by name, organization name, telephone number or address. Import/Export Allows subscribers to record frequently-used numbers and addresses in a convenient online display. The subscriber can import and export in Comma Separated Value (CSV) format, for exchange with other contact management applications. View Contact Details If the calling number is already in the subscribers Contact List, he/she can click through to see the full details for that contact.
24 Call Manager Tab The subscriber can manage how incoming calls are handled. Forwarding Immediately This feature allows you to forward all calls to another number either internal or external. Busy Forward calls to another number if your phone is busy. No Answer Forward calls to another number if your phone is not answered by a specific amount of rings Settings Tab The settings tab provides access to call service settings. You are unlikely to need to change these settings on a regular basis. Security The security sub-page allows you to perform the following operations. o To change your password, enter the new password, and then confirm it by entering it again, into the boxes. For security, the text will be hidden as you type. Click Change Password to make the change. This is the password used to login to the CommPortal and is synchronized with the password for the Voice Mail system. o To change your Call Services PIN, update the current PIN field to your chosen value and click Change to make the change. This pin allows you to change your call forwarding from a remote telephone. Preferences The preferences sub-page provides access to modify forwarding preferences, line information, voice mail preferences and caller ID presentation. Line Name o In the CommPortal, this field is display only. The line name can only be changed by the Administrator. Voice Mail Preferences o By default, incoming calls are forwarded to voic after 36 seconds or about 6 rings (1 ring is 5-6 seconds).
25 Messaging The Messaging sub-page allows you to configure various aspects of your messaging service. These settings are split across a number of different sub-tabs. Auto-forward o Click the checkbox to activate Voice Mail to . Enter your address in the field. Leave a copy o Click the checkbox if you want to also receive messages in the Voice Mail system. Phones The phones sub-page provides a link to the interface that you use to configure your desk phone. Clicking the link opens the interface in its own window. Changes made in the phone configurator are downloaded to the phone during a nightly update or if the phone is rebooted. Groups Tab (Optional) The Groups tab will only appear in the CommPortal if the subscriber is a member of a group. It shows the MADNs (Multiple Appearance Directory Numbers), MLHGs (Multi Line Hunt Groups) and Call Pickup Groups that you are a member of. Agent Login/Logout A user of a business line can dynamically join and leave a MLHG as call volumes change or at the start and end of a shift. PREMIUM SEAT FEATURES CommPortal Assistant Tool Bar CommPortal Assistant is a thin software client which runs on the subscriber s own PC, offering a convenient and fully-integrated route into his/her account. Change Status From the right-click menu on the toolbar, the subscriber can select Do Not Disturb or activate phone forwarding. Intra-Business Search Instant CommPortal Login Allows business users to search for other business lines by name, directly from the CommPortal Assistant toolbar in particular, to initiate Click to Dial calls within the business. From the right-click menu on the system tray icon, the subscriber can open CommPortal at the Messages page, without having to enter a user name and password.
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