BT Cloud Phone. User guide for the Admin Portal. A guide to setting up and making the most of BT Cloud Phone.

Transcription

1 BT Cloud Phone. User guide for the Admin Portal. A guide to setting up and making the most of BT Cloud Phone.

2 2 What s in this guide. Emergency calls. 999 or 112 emergency calls. Each BT Cloud Phone number is registered to a specific address, so when you make a 999 or 112 call from this number, that s the address the emergency services will see. Make sure your users add their emergency services address based on their current work location and also let you know if this changes so that you can update their address details on the portal. With any groups that you set up, please note that emergency services are only provided with a single address for 999 or 112 calls from any of the phones in the group. So, it s important that phones in a group are all at the same physical address. You might not be able to make 999 or 112 calls when there s a power or network failure or if using the service through an app on a mobile device. 1. Welcome to BT Cloud Phone Being an administrator What s worth considering? Accessing the BT Cloud Phone portal BT Cloud Phone help and support Express setup Company info / User info Add call queues Set up basic system settings Download apps Admin portal dashboard Phone system Users Reports Call log Billing Tools Phone system Company numbers and info Auto receptionist Groups Phones and devices Users User list (includes adding users and phones) Roles Templates Reports Summary Queue activity User activity Phone number Call details Call log Billing Service summary Calling rates Tools Appearance Session timeout IVR (interactive voice response) BT Cloud Phone integrations BT Cloud Phone for Microsoft Office BT Cloud Phone for Google BT Cloud Phone Meetings for Microsoft Outlook BT Cloud Phone App for Salesforce BT Cloud Phone App for Zendesk BT Cloud Phone App for Desk. 37

3 3 1. Welcome to BT Cloud Phone. Welcome to BT Cloud Phone, the up to date way to manage your business communications on any device, from any location at any time. 1.1 Being an administrator. As an administrator, you can set up and change the BT Cloud Phone system settings for yourself and other users. The Express Setup and simple navigation mean you ll be ready to go within minutes to get started you ll just need to follow the on-screen instructions and this user guide. The BT Cloud Phone portal can be used to update your service whenever you like, from adding new users to simply making a few changes to your existing set-up. There are built-in short video tutorials to help you get to grips with many of the features, and there s a My Extension User Guide for when you re using your own BT Cloud Phone account. The BT Cloud Phone portal lets you see how many of your people are using the service, how many licences you re allowed to allocate, and therefore how many are free. If you reach your limit and want to buy some more, simply contact us and we can sort that out for you. 1.2 What s worth considering? Every business is different in terms of how it operates. We want to make sure your BT Cloud Phone service meets your needs and easily handles all the different ways that your customers can contact you. Therefore it s worth taking time to consider what you want the service to do for you and how you want it to work. Before setting up, here are a few things to take into account: What volume of calls do you receive and does it fluctuate throughout the day? Do you want to manage calls differently depending on the time of day and the day of the week? How do you want to handle calls to main company numbers such as those used for sales or support? Would it be a good idea to put calls in a queue, so callers don t hear an engaged tone? Do users need different features, such as mobile applications and conferencing? Remember, a user is generally a person, but could also be a functional user such as a reception phone. Does everyone need voic ? Is your workforce distributed across multiple locations?

4 4 1. Welcome to BT Cloud Phone. 1.3 Accessing the BT Cloud Phone portal. You can log in to the BT Cloud Phone online portal from a desktop, a smartphone or a tablet: 1. Go to and log in using your main BT Cloud Phone number and password. The portal works with a range of browsers, including Internet Explorer, Firefox, Chrome, Safari and Webkit. 2. Download the BT Cloud Phone mobile app for your smartphone or tablet. To prevent unauthorised people from accessing your account information, it includes a security measure that requires users to enter a security code sent to them by or voice call, to confirm an account when they log in on a new or unrecognised computer. 1.4 BT Cloud Phone help and support. Once you ve signed in to the portal, you ll see the Get Help link in the top right hand corner, or you can access it at You ll find lots of useful how-to articles for both administrators and users which are organised into relevant categories and provide ready answers to most questions. You can also search the knowledge base by keyword or phrase. Common tasks are supported by short video tutorials to guide you through the process; there are links to user guides for the system and phones and you can submit a case online and get real-time updates from an expert. When you use the knowledge base, do please help to improve it by rating the content. If the Help Centre articles, guides and videos don t tell you what you need to know or if you have any problems setting up or using your BT Cloud Phone system, you can contact BT Cloud Phone support on , Monday to Friday 8am to 6pm (closed bank holidays), or if you have BT Cloud Phone Connect or BT Cloud Phone Collaborate you can call at any time on any day.

5 5 2. Express setup. Note: The log-in link expires after 30 days. If you click on an expired link, you ll be asked to submit your company number and we ll then send you another with a live link. The first thing to do is click on the log-in link in your welcome , then follow the setup wizard. BT Cloud Phone will start Express Setup, which takes you through the steps to personalise your new phone system quickly and easily, using the options set out below. Remember, you can view and change your settings at any time once you ve set it up. You can also schedule an appointment for someone to talk you through the process if you don t book one at this stage, you ll receive a reminder by . If you skip Express Setup, you ll be given the chance to do it the next time you log in. We recommend that you do go through it (it won t take long) to get the most from your BT Cloud Phone system. 2.1 Company info. Add in the number of employees and business locations, enter your company website URL, then click Next.

6 6 2. Express setup /112. This is important as it s the address the emergency services will see when you make a 999 or 112 call from this number. Make sure that your users add their emergency services address based on their current work location and also let you know if this changes. 2.3 User info. Confirm your personal details and choose any number for your extension just don t make it 0 or 9 because these numbers are reserved. If you plan to add call queue groups (see section 2.4), we suggest that you keep extensions 1 8 free for these. Then just select the correct time zone for your location before continuing. You can now add new users and extensions. Complete their details, accept or change the assigned extension, confirm the emergency services address for them and click Save. Repeat for every BT Cloud Phone user at this number.

7 7 2. Express setup. 2.4 Add call queues. Call queue groups send incoming calls to several different user extensions, and can be a powerful addition to your phone system. A call queue always has a name and an extension number of its own, such as Ext 1 for sales or Ext. 2 for billing. Add call queues, plus the people who will pick up the calls for each queue, as you need them. You can update the settings for them later. 2.5 Set up basic system settings. Auto Receptionist. This is where you can set up your company greeting and the operator extension. You ll need to decide how you want to handle incoming calls to the main company number; choose to play the company greeting or send calls directly to an extension to be answered straight away. The system gives you a default greeting but you can also record or import a personalised greeting if you prefer. Remember to assign the Operator Ext. to a user or group; this extension will receive all calls and messages intended for the operator.

8 8 2. Express setup. Note: Your BT Cloud Phone is set up with a maximum of 10 members in a simultaneous call queue. If you need more, just contact BT Cloud Phone support on Groups. Now let s look at call handling for each of the call queues that you ve set up. Turn the Call Queue Greeting option on if you want callers to hear a recorded greeting before they are connected to someone. The greeting can be a default option or one of your own that you record over the phone or upload from your computer. In Call Handling, decide the order in which calls to this particular queue are sent to its members. With the rotating option, all call queue members receive approximately the same number of calls over time. The simultaneous option rings every extension at the same time. Now set up Messages and Notifications. Select the default voic greeting or record/import one of your own and then decide which extension should receive all messages for the call queue.

9 9 2. Express setup. Users. Only the call handling for your extension needs to be set up at this stage you can change the settings for call screening, messages and notifications now or later. If you want to use the same settings for more than one user, wait until later and use Templates (section 5.3) rather than going through them one at a time. Turn Call Screening on if you want callers to announce their name before being connected. In Call Handling you can add forwarding numbers, such as a mobile or home number, and set calls to ring at these numbers either one after another in order of priority or all at the same time. In Messages and Notifications select the default voic greeting or choose one of your own that you record over the phone or upload from your computer. Phones & devices. You ll see a message about accessing phone settings before clicking Finish Setup to complete Express Setup. Note: When you click Finish Setup, an requesting activation of groups, call queues, and users will be sent to the group manager s account (or whichever account was chosen during set-up) so that they can get things started.

10 10 2. Express setup. 2.6 Download apps. You ll now have the chance to download BT Cloud Phone apps for your mobile device and desktop computer. Mobile apps for Android, iphone and ipad give you quick and easy access to your BT Cloud Phone account wherever you are. Desktop apps let you control calls from your PC or Mac.

11 11 3. Admin portal dashboard. Note: To use your own BT Cloud Phone account, click on Admin Portal at the top of the screen and select My Extension from the drop down menu. The images below show you how to quickly navigate the four main areas of the BT Cloud Phone admin portal dashboard, and a summary of the features you ll be able to access. We ll go into more detail for each area in sections 4-9. The other buttons (for Start Conference, RingOut and FaxOut) are user functions that are covered in the My Extension User Guide. 3.1 Phone system. View and change company contact details, company greeting and call handling. Manage company numbers. Set up and manage extensions for groups. Review your phone and device inventory. Take shortcuts to edit company business hours, change company greeting, set company caller ID and video tutorials.

12 12 3. Admin portal dashboard. 3.2 Users. Assign users and extensions. Manage users settings and messages. Set roles and permissions to control what users can do. Use Templates to apply the same settings across lots of different users. 3.3 Reports. View incoming and outgoing call activity over a chosen date range as summary data and charts. Choose reports based on an account summary, queue activity, user activity, phone number or call detail.

13 13 3. Admin portal dashboard. 3.4 Call log. Use this to view call activity and create customised logs and reports so you can review incoming and outgoing calls and faxes for all users. Look at a simple version or pick a more detailed view with itemised steps to explain what happens to a call and individual call costs. 3.5 Billing. Manage your service plan. Check your billing cycle. View your billing history. Check charges by destination. Set permissions for international dialling.

14 14 3. Admin portal dashboard. 3.6 Tools. Appearance lets you add a logo with a hyperlink to your BT Cloud Phone site. Session Timeout lets you set how long to wait before inactive users are logged out. IVR (interactive voice response) is used to manage XML files and the voice prompts for your call routing menus. It includes the Visual IVR Editor (only for Connect and Collaborate customers), a tool that makes it easier to build and manage multi-level menus for routing callers to the extension that they need.

15 15 4. Phone system. By clicking on the relevant section in the left-hand panel, you can view and make changes to the company settings. 4.1 Company numbers and info. This is where you ll see a list of all your numbers, including the main company number, your user extensions and direct numbers, and numbers that are still available for you to assign to people. You can use the Search box to find specific users by name, number or extension. Add Number lets you add new numbers to your BT Cloud Phone account. Select a local number which you can then connect to your Auto Receptionist or to a specific extension. Use My Existing Number lets you transfer existing numbers to your BT Cloud Phone account or to select where calls from a phone number with another provider will be automatically forwarded. Take a look at Transferring Numbers to BT Cloud Phone if you want to keep your existing phone number(s) for use with BT Cloud Phone or forward calls from another number. 4.2 Auto receptionist. Decide how you want to greet, answer, and route the calls that come in to your main company phone number during and after business hours.

16 16 4. Phone system. There s the option to switch your IVR Mode (see section 9.3) from single to multi-level (only for Connect and Collaborate customers). The IVR menu gives people different options when they call the company (for example, press 1 for sales, press 2 for billing), so their calls are routed to the right place. The multi-level IVR is an extended automated phone menu that gives full control over how calls are routed to ensure your business needs are met. It efficiently connects callers to individuals, call queues, or locations within an organisation, based on their selections from the menus. In Company Hours, choose 24 Hours if you want to handle incoming calls the same way all the time, every day. Or pick Specify Hours if you want to deal with your incoming calls differently during and after business hours. Use Company Call Handling to manage what your callers hear, during and after business hours. You can play a company greeting, giving your callers the option of entering an extension at any time during the message to be connected directly, or you can route calls straight to a person or a call queue extension. You can also apply advanced call handling rules depending on the time of day, date range, incoming caller ID and called number. Date and/or time rules are based on a weekly schedule or on a specific date range. Caller ID rules apply to calls coming from a list of specific phone numbers which you choose. Called number rules are activated when callers dial the selected number, for example calls in response to a promotion. Any combination of these rules is possible. Do test your call flows carefully to make sure calls are being handled as expected. In Company Greeting and Menu you can view or listen to default company greetings for business hours and after hours. Or, you can record a company greeting of your own, either over the phone or through your computer microphone, or upload one from your computer. During business hours, if the caller takes no action after hearing the greeting, you can send them to the operator extension or choose to disconnect the call.

17 17 4. Phone system. Dial-by-Name Directory lets your callers find the extension they want by entering all or part of the user s name. You can turn this feature on or off, and choose which extensions you want included in the directory. Operator Extension is the number that you select to use as the operator which receives all incoming calls and messages. You can choose it here from any of your extensions. Call Recording lets you manage on-demand and automatic call recording options, and the announcements that people will hear at the beginning and end of each recording. On-Demand Call Recording lets users record calls at any time by pressing (*) (9) on their phone dialpad. Enable Automatic Call Recording (only for Connect and Collaborate customers) if you want to record every call to a specific user or group extension the recordings will be saved in your Call Log. Regional Settings is where you can set your time zone in either 12 or 24-hour format. You can also select your home county code here so you can make local calls without having to dial the area code first. 4.3 Groups. In Groups you can set up extensions for people who do similar activities or offer similar services and decide what to do with the calls that come in for them. At the bottom of the listing you ll see Add Group you can choose from the following options.

18 18 4. Phone system. Call queues. Call Queues are usually used to route calls to several user extensions. They can increase the efficiency of your company by directing calls to the right employees. Select Call Queue in the Add Group menu, enter the extension number, name and the manager s and click Save. Now choose the people that you want to be members of the call queue by using the arrows to move them from the Available Members to the Selected Members column. The new call queue is now listed in Groups. It s disabled to start with, as indicated by the grey bullet. The group manager will receive an with a link so that they can activate it. Click on the group to bring up the call queue menu: Under Info you ll see general information about the group which you can view and update. Direct Numbers is an optional feature that lets you add a specific number to the call queue, such as a dedicated customer service or sales team number. Greeting lets you decide what the caller hears when they enter the call queue. Blocked Calls stops numbers, or those with no caller ID, calling the group. Under Call Handling you can decide whether the call will ring through to the extensions in a rotating, simultaneous, or fixed order. The Audio While Connecting and Interrupt Audio settings decide what callers will hear while they wait to be connected to a member of the call queue.

19 19 4. Phone system. In Messages and Notifications you can create a voic greeting in case no one in the group can pick up the call. You can also choose which mailbox the group s messages go to and who will receive notifications for voic s, missed calls, and received faxes. Paging only. A Paging Only group lets you make real-time, one-way broadcasts through multiple desk phones and special paging devices. Select Paging Only in the Add Group menu, enter the extension number and name and click Save. Now you need to add details of the devices you re assigning to the group, and the people who will be allowed to page the group. This step is important as unrestricted access to a paging group can lead to misuse. Click on Devices to receive page to add those that you want to be part of the paging group select them from the list given on the left and click on the arrow to move them into the Selected Devices column. You ll need to do this for phones and paging devices. Now click on Users allowed to page this group and you ll see a similar selection screen. Select from the Available Users on the left and click on the arrow to move them to the Allowed Users list. This new group is now listed in Groups just click on it if you want to change the group information and settings.

20 20 4. Phone system. IVR menus. IVR Menus (see section 9.3) give callers prompts and menu selections that will route them automatically to the extension that they need. Select IVR Menu in the Add Group menu, accept or overwrite the extension number and name, then click Save. The new extension is now listed in Groups. You can click on it to view and change the IVR menu information and settings. Shared lines. A Shared Lines group lets you use up to 8 phone lines across up to 16 desk phones. You can answer calls to a shared line at any phone in the group, and you can forward a call to another phone in the group by putting it on hold then taking it off again at one of the other handsets. To set this up, select Shared Lines in the Add Group menu, enter the extension number, name and manager s and click Save. Now choose how many phone lines you want to assign to the group, up to a maximum of 8. You can order new lines with new numbers, or use existing phone numbers any order details and prices are shown. The next step is to pick the desk phones that will receive the calls you can add up to 16 phones, either existing or new again, any details and prices will be shown. Now add the address that emergency services will be sent to if you dial 999 or 112 from any phone in the group. Please note that emergency services are only provided with this one address so it s important that the phones are all at the same place. Finally, complete the shipping address and shipping option for your order you can review your order details and charges before proceeding. The newly created group is now listed in Groups. It s disabled to start with, as indicated by the grey bullet. The group manager will receive an with a link that allows them to activate it. Click on the group to bring up the shared lines menu: Under info you ll see general information about the group, which you can view and update.

21 21 4. Phone system. Check the details of the phones and lines assigned to the group. You can add or remove them as needed, or change your emergency services address. Use Line Configuration to set the phone line order by clicking the up-down arrows; you can also complete the labels that phones in this group will show on their display. Click Preview on Phones to see the how the phone lines are displayed on the shared line phones. Direct Numbers is an optional feature that lets you add a specific number for the group, such as a dedicated customer service or sales team number. Under Greetings and Blocked Calls you can record a group-wide greeting that callers will hear before being connected to a shared line. Blocked Calls stops certain numbers, or those with no caller ID, from calling the group. In Call Handling you can set up rules for what callers hear while connecting, where calls to the group go if all the lines are busy, and how long to wait before forwarding unanswered calls, either during or after normal business hours. Outbound Caller ID is the number you d like displayed when making calls from any line in the group. In Messages and Notifications you can choose how you want to take messages, decide on the greeting played to callers being transferred to the group voic box, and pick which extension will receive messages. Under notifications, you can choose which activities you want to trigger alerts and the address to send them to.

22 22 4. Phone system. Park locations. A Park Location is a group of users who can park calls for each other on a dedicated extension. They ll need to have a phone with presence capability or be using the Desktop App HUD. Take a look at the My Extension User Guide for more about using the Desktop App. To set this up, select Park Locations in the Add Group menu, accept or overwrite the extension number and group name, then click Save. Note: The following BT Cloud Phone IP phones have presence capability: Polycom VVX300. Polycom VVX400. Polycom VVX500. Select Location Users in the park location menu to add the users that can park calls to this extension and receive parked call. Use the arrows to move them from the Available Users to the Allowed Users column. Under Info you ll see general information about the group which you can view and update. The Park Location is now listed in Groups. For each Park Location user you ll need to check or set up their Presence, making sure the Park Location extension is listed in the Appearance tab (in Users, click on the user name and you ll find their Presence under Phones & Numbers). Message-only extension. A Message-Only Extension is a dedicated extension for receiving voice messages. All calls forwarded to it are automatically sent to the voic box. Select Message-Only Extension in the Add Group menu, enter the extension number, name and manager s and Save. The new extension is now listed in Groups. It s disabled to start with, as indicated by the grey bullet. The extension manager will receive an with a link that allows them to activate it.

23 23 4. Phone system. Click on the group to bring up the settings menu: Under Extension Info you ll see details about the extension which you can view and update. Direct Numbers is an optional feature that lets you allocate a specific number to the message only extension. In Messages and Notifications you can set up the voic greeting that the caller will hear when they call this extension. You can also define who will receive notifications when messages are left. Announcements-only extension. An Announcements-Only Extension is a dedicated extension for playing a recorded announcement. Any calls routed to it will hear this message before being disconnected. Select Announcements-Only Extension in the Add Group menu, enter the extension number, name and manager s and click Save. The new extension is now listed in Groups. It s disabled to start with, as indicated by the grey bullet. The extension manager will receive an with a link that allows them to activate it. Click on the group to bring up the settings menu: Under Extension Info you ll see details about the extension, which you can view and update. Direct Numbers is an optional feature that lets you allocate a specific number to the announcements only extension. In Announcement you can set up the voic greeting that the caller will hear when they reach this extension.

24 24 4. Phone system. Call monitoring. (only for Connect and Collaborate customers) A Call Monitoring group defines a set of permissions allowing users to monitor the calls of other users. Any user can monitor calls, a facility that works best when using a phone with presence capability or by using the Desktop app HUD. Take a look at the My Extension User Guide for more about using the Desktop app. To set this up, select Call Monitoring in the Add Group menu and enter the group name. Now choose the people that you want to monitor this group by using the arrows to move them from the Available Users to the Selected Users column. Then select the people that can be monitored in a similar way and Save. The new call monitoring group is now listed in Groups. Click on the group to bring up the call monitoring group menu: Under Info you can view and update the group name or delete the group. Group Members lets you view and update the people who can monitor the group or be monitored. For users who can monitor calls, you ll need to check or set up their Presence, making sure the extensions being monitored are listed in the Appearance tab and will appear on their phone or Desktop App HUD (in Users, click on the user who can monitor calls and you ll find their Presence under Phones & Numbers). 4.4 Phones and devices. This is where you can check the details of any device that s associated with your BT Cloud Phone account, and see which phones are already assigned and which are available to give to new users. You can also buy more phones here if you need to. The User Phones tab lets you see the way the phones are allocated by their extension numbers; this includes people using Desktop Apps to control calls from their computer. Devices provides information about your shared line and paging devices. The Unassigned tab shows you which phones have unassigned extensions that can be allocated to new users. When you click on an unassigned phone you ll see the phone details with an option to give it to someone just add in their details and an address for the emergency services. Unassigned phones that you can set up with extensions also appear here. Use Add Device to buy new phones and devices from the BT Cloud Phone range.

25 25 5. Users. 5.1 User list (includes adding users and phones). This is where you can view existing users, add or remove users, assign new phones and extensions, set roles to control what users can do and manage how users calls are routed. In Users with extensions you ll find a list of people already using the service, with details of their internal extensions, direct phone numbers, roles and voic box activity. The list identifies the Super Administrator who has full control of the entire BT Cloud Phone service. For anyone who hasn t yet activated their account, click on the Resend invitation link to resend their welcome . Add User lets you increase the number of extensions supported by your BT Cloud Phone account. A bandwidth test tool is supplied so you can check that your access network and LAN can support these extra users or whether you need to add more bandwidth. You can add users with and without phones as you like. Note: To make sure you experience the quality of calls you d expect, only IP Phones supplied from the BT Cloud Phone portfolio can be connected to the service we have a range to choose from, so you can pick the one that best suits your business needs. Download user list is a handy tool for auditing users or publishing a company directory. It creates a list of all users with their contact details, phones and numbers.

26 26 5. User list. Unassigned extensions shows you the extensions and phone lines that are still available, so that you can assign them to new users. To add someone new, first select the extension or phone line you want them to use, then enter their contact details. Once you ve finished, their details will be in the Users with extensions list. Clicking on a user takes you to User details where you can view or edit their BT Cloud Phone settings, role and messages or reset their password. People can view and change their own personal settings in the Settings tab on their BT Cloud Phone portal, but this information also appears here so you can make changes on their behalf if needed. You may want to take a look at the My Extension User Guide to help you do this. The role Standard (International) is assigned to new users by default. Edit is where you can change their role and give them different permissions for example, the role of User Admin lets them create and manage users and groups as well. There's more information on roles and their descriptions in section 5.2. Click on Back to get back to the full user list.

27 27 5. User list. 5.2 Roles. With Roles, administrators can control what users are able to do within the system. A role is a collection of permissions which could be based on a job function. You ll see a list of predefined roles, based on a fixed set of permissions, that can t be changed or deleted. New users are given the Standard (International) role by default. Or you can click on New role to create a custom role with your own set of permissions (only for Connect and Collaborate customers). There s a summary description of each role you ll need to click on the role name for a full list of the permissions included in that role. International calling must be set up at the company level before you can grant permission to individuals (see section 8.2). And don t forget that giving someone administrator status will give them full access to change any phone and user settings, so use it carefully. 5.3 Templates. Rather than adding user information one at a time, Templates let you apply the same settings across multiple users. Click Add Template to create a new template then complete the details you may want to take a look at the My Extension User Guide and save. Click on Apply to select the people who are going to be using the template settings.

28 28 6. Reports. Note: You can access Reports as an administrator from the BT Cloud Phone mobile app. Use Reports to view historical call activity as summary data and charts. You can look at a summary for your account or click on one of the other report tabs - Queue Activity, User Activity, Phone Number or Call Detail - to create a report based on this activity. Select the date range for your report by clicking the down arrow in the date box. Apply filters to focus your report on the data you want to see. Once you ve created a filtered view click + to save it for easy access in the future. 6.1 Summary. This is where you can view a summary of call activity over the chosen date range for all incoming and outgoing calls. Fax and extension-to-extension calls are not included. There s a breakdown of incoming calls that lets you see how many have been answered, missed or have gone to voic . There are charts showing the trend in incoming call volume and the average peak call time by hour.

29 29 6. Reports. 6.2 Queue activity. This tab shows call volumes, handling and response times by call queue. Click on the up arrow by Expand to apply filters to the data: Call Queue lets you select one or more call queues. Dialled Number allows you to filter calls by the main company numbers you ve used. Call Type lets you focus on either internal or external calls. Call Length allows you to exclude short calls that are typically where callers dial a wrong number or hang up.

30 30 6. Reports. 6.3 User activity. Use this tab to view call volumes, daily or hourly call rates and average length of call by user. You can see how many calls have been answered, missed or have gone to voic . Click on the up arrow by Expand to apply filters to the data: Users lets you select one or more user. Choose the people that you want to include by using the arrows to move them between Available Users and Selected Users. Call Type lets you focus on either internal or external calls. 6.4 Phone number. This is where you can view call volumes, daily call rates and average length of incoming calls by dialled number. It s useful for viewing which company numbers are creating the most traffic. You ll see how many calls have been answered, missed or have gone to voic . Click on the up arrow by Expand to select one or more number. Choose the numbers that you want to include by using the arrows to move them between Available Dialled Numbers and Selected Dialled Numbers.

31 31 6. Reports. 6.5 Call details. Use this tab to view and export detailed call information over the chosen date range. Click on the up arrow by Expand to apply filters to the data: Users lets you select one or more user. Choose the people that you want to include by using the arrows to move them between Available Users and Selected Users. Call Type lets you focus on either internal or external calls. Dialled Numbers lets you select one or more number. Choose the numbers that you want to include by using the arrows to move them between Available Dialled Numbers and Selected Dialled Numbers. Click on the Export button to export reports as csv files.

32 32 7. Call log. The Call log is a way of reviewing all the incoming and outgoing calls and faxes for the company number or specified extensions you can look at a simple version or pick a more detailed view with itemised steps to explain what happens to a call and individual call costs (scroll window to view). Call logs are stored for 1 year or until you delete them. The arrow icons indicate different types and status of activities: Incoming call Incoming fax Outgoing call Outgoing fax Missed call Use the Call log to create customised reports on call activity; select the time period, then choose from advanced features such as type of call, call direction, extension, blocked calls, or recorded calls. You can also show the referral URLs for calls made through RingMe buttons on web pages. Once you ve finished your call log report, you can send it directly to an address on a daily, weekly, or monthly basis on specified days. There are direct links to RingOut from the phone numbers column and to Add New Contacts from the names column. Download your call logs and call recordings by clicking on the Download button. To clear your call log click on the Purge button.

33 33 8. Billing. 8.1 Service summary. Under Service Summary you ll see information relating to your BT Cloud Phone contract, billing and service usage. In Billing Transaction History, you can look back over your full billing history. Note: BT Cloud Phone accounts have a cap on chargeable calls (such as international calls and UK calls not included in your call package). This is to help protect you from unauthorised usage and highlight unusual call spend. It s unlikely, but if your account does reaches its cap, then users will receive a voice prompt. Of course, we don t want to stop you making authorised calls so we can set the cap to suit your business. To review the cap on your account, call BT Cloud Phone support on and select the required menu option. 8.2 Calling rates. Calling Rates includes a list of call charges for premium rate destinations. If you scroll down there s also the option to disable or enable International Calling. If it s disabled, it will be turned off for all users on your account; if it s enabled, you can view a list of call rates by country and turn them on or off as you prefer. Note: You can access Billing as an administrator from the BT Cloud Phone mobile app.

34 34 9. Tools. 9.1 Appearance. This is where you can add a logo to your BT Cloud Phone site and set a hyperlink when users click on it. 9.2 Session timeout. Session timeout lets you set how long to wait before inactive users are logged out. It can be as little as 15 minutes or as long as 24 hours. 9.3 IVR (interactive voice response). An IVR is a message that gives callers different options to help them get through to the right person straight away. For example, a simple single level IVR might be Thank you for calling Company Ltd. Please press 1 for sales, press 2 to speak to customer services, or press 3 for accounts. If you know the extension number of your party, you may dial it any time. Think carefully about your IVR menu before putting it into practice. In Prompts you can import prompt recordings or record your own prompts or maybe consider having your greetings and prompts professionally recorded.

35 35 9. Tools. Use </> XML to import or export your own XML files and check existing IVR menus. There are example menus for you to use if you like. If you have a multi-level IVR, the Visual IVR Editor is a tool that helps you to build and manage the IVR menus using an easy to use graphical interface. You can add menus and assign to extensions with just a few clicks.

36 36 9. Tools. When you first launch the Visual IVR Editor, you ll be invited to take a tour through the main features used to create and edit an IVR tree. Click the phone icon to create a new IVR tree; this automatically generates a menu with a pre-set extension which you can edit later. Hover over the menu and click + to add links to your IVR menu from the following options: New menu creates a new menu as an option within your tree. Existing menu lets you choose an existing menu from a different IVR tree. External transfer lets you transfer the caller to an external number. Directory transfers the call to a dial-by-name directory menu. Voic sends callers to an extension s voic where they can leave a message. Extension sends callers to a specific extension, which can be a group or a user. Hover over the menu then click on the three dots and select Settings to edit and customise the menu settings, or Delete if you want to remove it from the editor. You can easily make in-line edits by clicking on items such as the name of the menu, extension number, or key presses. Simply click the item you d like to edit, make your changes, then click out to save. When you save your IVR menu, BT Cloud Phone will automatically verify the settings and display any missing information. Your IVR menus are saved in the folder icon in the upper left corner. Click the folder icon to preview and open each menu you ve created.

37 BT Cloud Phone integrations. BT Cloud Phone integrates seamlessly with the following business applications, helping users to work more efficiently and improve customer service and support BT Cloud Phone for Microsoft Office 365. BT Cloud Phone for Office 365 is available for all users running Office 365 with Google Chrome web browser. Users should visit the Chrome Web Store to download the extension. Once installed, BT Cloud Phone for Microsoft Office 365 integrates contacts and capabilities from BT Cloud Phone and Office BT Cloud Phone for Google. BT Cloud Phone for Google is available for all users with an active Google account and using Chrome web browser. Here are some of the features they ll be able to access: Make or receive calls through the BT Cloud Phone system directly from their Gmail account. Schedule BT Cloud Phone conferences and BT Cloud Phone meetings from their Google calendar. Click to dial any phone number in Gmail. Listen to your voic s directly in Gmail. Users can download the extension from the Chrome web store by searching for BT Cloud Phone BT Cloud Phone Meetings for Microsoft Outlook. This extension lets users schedule or start a meeting directly from Outlook. A scheduled event in Outlook is automatically synchronised with the BT Cloud Phone meetings app. It's available for all BT Cloud Phone users from the Tools tab on their My extension portal. They'll need to select Meetings app then Download Outlook plugin BT Cloud Phone App for Salesforce. (only for Connect and Collaborate customers). This applies to customers who are running Salesforce CRM from Salesforce.com. A Salesforce administrator can set up the app by following the instructions in the App for Salesforce Administrator Guide. Users can then download app for Salesforce from the Tools tab on their dashboard BT Cloud Phone App for Zendesk. (only for Connect and Collaborate customers). This applies to customers who are running Zendesk customer service software. Administrators can download the app from the Zendesk app exchange and install it on Zendesk by following the instructions in the App for Zendesk Administrator Guide BT Cloud Phone App for Desk. (only for Connect and Collaborate customers). This applies to customers who are running Desk.com customer service software. Administrators of Desk can download the app from the Desk app exchange and install it on Desk by following the instructions in the App for Desk Administrator Guide.

38 Offices Worldwide. The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No May PHME 72070