YOUR BT ONE PHONE ADMINISTRATOR GUIDE.

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1 ADMINISTRATOR USER GUIDE. YOUR BT ONE PHONE ADMINISTRATOR GUIDE. Everything you need to know to get the most out of BT One Phone. 1

2 WELCOME TO BT ONE PHONE. Hello. Welcome to BT One Phone, and a new way of working that promises to transform your working day. By bringing together your company s fixed lines, mobiles and phone system into a single hosted service, BT One Phone gives you and your colleagues the flexibility you need, and the simplicity that comes with being able to do everything you need with just one phone. As the Administrator, you will have control over your company s call management settings, and enhanced, administrator access to the BT One Phone Portal. We know you will also be called upon to support the rest of your organisation, so this user guide will walk you through exactly what you need to do to get started and to feel confident answering questions from other BT One Phone users. You ll find information about setting things up as well as step-by-step guides to creating and editing templates and profiles. Make sure you keep your user guide handy to help you get the most out of your BT One Phone. If you have any questions at all, we have a dedicated helpdesk available to support you. Just call or 8844 from your BT One Phone. In the meantime, happy reading and enjoy BT One Phone. 2

3 CONTENT: Chapter One: An introduction to BT One Phone The BT One Phone Portal Chapter Two: Chapter Three: Chapter Four: Chapter Five: Chapter Six: Getting Started The BT One Phone Portal Virtual PBX (VPBX) Your BT One Phone Portal Company Administration Your BT One Phone Portal Group Management Help and Support Chapter Seven: FAQs 3

4 CHAPTER ONE: AN INTRODUCTION TO BT ONE PHONE THE BT ONE PHONE PORTAL The fully-hosted nature of BT One Phone means that you have access to all of your company s administrative features online, via the BT One Phone Portal. For Administrators, the Portal is split into two sections: company administration and call settings. Company administration The BT One Phone Portal is your most important tool in managing the BT One Phone solution for your company. It gives you complete control and flexibility, so making changes is easy and doesn t always have to involve anyone from BT. In the self care area you can get a complete overview of the solution as well as placing orders, managing subscribers and making enquiries to the support team. See Chapter three for more information. Call settings Of course, as well as being an Administrator, you are also a user of BT One Phone, so your access will include all of the functions talked about in the user guide that came with your BT One Phone SIM. But some of these functions are enhanced for you, and you ll also have the option to access Company Administration features. It s in the call settings area that you really get into the detail by managing individual subscriptions, groups and the company directory. See Chapter four for more information. 4

5 CHAPTER TWO: GETTING STARTED Before you start using BT One Phone, there are a few things you need to do. The user guide that came with your BT One Phone SIM Card explains how to access the BT One Phone Portal to create a password. It also goes through the process for downloading and installing Alert Client. In addition to these tools, your users may also need to download TAPI (Telephony Application Programming Interface), which lets your PC use telephone services. (This is only available on Microsoft Windows based PC s.) Note: Before you log into the BT One Phone Portal you must turn off your browsers pop up blocker, to do this: For Internet Explorer click on Internet Options> Privacy> and uncheck the Turn on Pop-Blocker box 5

6 6 For Google Chrome click on Settings>Network>Change proxy settings> Privacy and uncheck the Turn on Pop-Blocker box.

7 For Firefox click on Options>Content and uncheck the Block Pop-windows 7

8 After turning off your browser s Pop up Blocker you can now access the BT One Phone Portal, following these few steps: To access the portal for the first time you will need to register yourself, in your web browser address bar enter the following address: and press enter The BT One Phone Portal login window will then be displayed. Click on the Register link 8

9 The Register form is then shown. In this field enter either your registered address or your One Phone, phone number Type the characters above in this field Then click Next You must now enter a Username that you will use when you log in to the Self Care Portal. Enter a name that you want to use to log in (Note: Username must only contain alphanumeric lower case characters) Select the medium that you want to use receive your password ( or TEXT) Click Next 9

10 You will then receive an containing your Username and temporary Password. You will be prompted to change this password on first login 1. Go to the BT One Phone Portal 2. Enter your username and password, and click on Login now 10

11 Once you have logged in as a Company Administrator, you will see the BT One Phone Portal Overview screen. The BT One Phone Portal is your most important tool in managing the BT One Phone solution for your company. For Administrators, the Portal is split into two sections: Company Administration and Call Settings. Company Administration gives you complete control and flexibility, so making changes is easy and doesn t always have to involve anyone from BT. In the Self-care area you will get a complete overview of the solution as well as be able to place orders, manage subscribers and make enquiries to the support team. 11

12 Call settings: In the Call settings window you will see a list of all your Company Users. Here you will have to locate yourself in the list to be able to access the VPBX (You can use the Advanced filter to help you). 12

13 Clicking on the Simple filter link will return you to the previous view In the Owner field type the name you are searching for The Owner field will accept part of a name because it is a wildcard field (no special characters are required) enter all or part of a name and press enter The list will then be filtered using the parameters you have entered. 13

14 Now, click on the Product field alongside the name You will then be automatically logged in to the VPBX this is where you can perform administrative duties for your company. (Note: Administrators can select other users, they can then manage an individual users VPBX configuration) 14

15 CHAPTER THREE: BT ONE PHONE PORTAL VIRTUAL PBX (VPBX) The VPBX is accessed via the Self-Care window, Overview tab> Quick actions>call settings button. In the Call settings window you will see a list of all your Company Users. (Note: Administrators can select other users to manage their personal VPBX configuration) You will then be automatically logged in to the VPBX this is where you can perform your administration duties for your company. Depending on your profile you may see fewer options available to you in the toolbar The My Status window is automatically opened when you access the VPBX 15

16 The VPBX window will provide you with access to some the following functions: (This is depending on your profile) however as an Administrator you can amend your profile, this is covered in the User section. My Status Directory My Availability My Settings My Groups Company Administration Group Management Downloads The user guide that came with your BT One Phone SIM card gives you detailed information about the features available to you through My Status, My Availability, My Groups and My Settings. The functions that an administrator will be focused on can be found in the Directory, Company Administration and Group Management lists. Directory This chapter will go through the Directory functionality available to you as an Administrator. The Directory function within the BT One Phone Portal gives you contact information for all your colleagues, including their BT One Phone presence status and phone status. You can also view the short numbers that you may have configured for external staff or suppliers. The Directory is also available to download as a mobile application from BT One Phone. As an Administrator, the Directory lets you organise users within a hierarchical structure of up to five levels. This means that you can add users, groups and IVR trees to any hierarchy level. You can also add a new contact to the directory through the VPBX, which you will find out more about later in this chapter. 16

17 But first, to access the Directory, you need to select the Directory option. This will bring up the Corporate Directory screen below: Clicking on the question mark in any window will open the help function In the Corporate Directory window, you will see your company s structure. You can expand and collapse the different company departments depending on what you want to see 17

18 Adding new departments To add a new department, go to the relevant level within the company structure and right click on the department line. (A pop up list appears) Note: Clicking on a department in the left hand pane, will display that departments details in this area of the window Click on Add Department from the menu The Add Department window is then opened. Name your new department and click OK 18

19 Your new department will now appear in the company structure. Re-naming a department To change the name of a department, follow a similar process. Go to the relevant level within the company structure and right click on the department line. Then select Edit Department from the menu. Change the name of the department and click OK. 19

20 The department will appear in the company structure under its new name. Delete a department To delete a department, follow a similar process. Go to the relevant level within the company structure and right click on the department line, from the menu click on Delete Department. Note: you must de-assign any users from a department before deleting it. 20

21 Adding external contacts For external contacts that you speak to regularly, you can create short numbers, which can also be added to your Directory. You can add external contacts (short numbers) in the same way as you add and change departments. Go to the relevant level within the company structure and right click on the department line for the contact you want to add. Then select Add Contact from the menu The short code (Extension number) must be unique The Edit Contact window opens where you can add the information relating to the new contact. Note: The Administrator can also modify the data in the Additional Information tab; this is done from the Company Administration list, and is covered in the Company Administration section of this guide. 21

22 The contact will now be associated with the specified department and will be searchable for all users. Contact details area 22

23 Editing and deleting external contacts To edit or delete a contact, you first need to select the specific department where the contact resides, and then right clicking on the contact will bring up menu. To edit a contact: click on Edit Contact and to delete contact click on Delete Contact 23

24 24 Just go into the relevant field to update the information for your contact and click on OK when you re finished.

25 Viewing user and group information The Directory also contains information about internal BT One Phone users and groups. To see users and groups within a particular department, go to the relevant department within the company structure and click on it to show all the users and groups within that department. Groups Users Highlighting any of the above types will display more details here 25

26 Move User and Groups Administrators can easily move users between departments. To do this access Users from the Company Administration list. Searching for names or numbers Using the drop-down menu in the Search field, you can search for people in a variety of ways: Automatic filter search results enter the name or number. Search in names and fields enter the first name or surname. Search in labels enter the label for the subject matter expert you want. Search in numbers enter the phone number or system speed dial. Search in s enter the address. The search field is live, so as you type results will start appearing, the results will be a list of people who fit the criteria you entered. Clicking on the person or group you were looking for will display their details in the lower pane. 26

27 Labels Labels are used to identify people in the company with particular skills or areas of expertise. So if, for example, a customer called to speak to someone about Product X, then the attendant could search the directory for users with a label of Product X to help them direct the call. You can create new labels for your company to use by going to Company Administration and selecting Labels. (This is covered in the Company Administration section of this guide) 27

28 CHAPTER FOUR: YOUR BT ONE PHONE PORTAL COMPANY ADMINISTRATION This chapter will explain the options available in the Company Administration list (dependant on your profile) and the tasks that Administrators are able to perform. The Company Administration area on the BT One Phone Portal is where you can manage all your company-wide settings. When you select Company Administration from the main menu. Note: The options you see in this list you may differ dependant on your profile. 28

29 Routing Templates These define how incoming calls to a certain numbers should be handled. You can create routing templates at a company level, which are then associated with a presence, and to a user through a user template. To manage your routing templates, go to Company Administration and select Routing Templates which will open the Routing Template screen: Click on View assignment to view who is using the template (Assigned) Clicking on the template name opens the Edit Routing Template window where the administrator can edit the template To delete a routing template, click on the delete button To add a new template click on the create button 29

30 To create a new Routing Template click on the + the Edit Routing Template will open. This window has two tabs; Routing and VM (Voic ). In the Routing tab you can enter a Template name followed by Forwarding Rules and Search Rules Note: Additional options may be available depending on the rule selected You can select the rules you want to apply to searches (NOTE: Search rules only apply when a template is to be used with pick up groups (who gets the call first in the group and the delay time to alert users) Ring Time is the length of time you want that device to ring. Parallel calling with next can be selected when more than one device is added then checking this box will ring the next device simultaneously The Ringing Order defines the order in which the user s numbers are to be accessed for an incoming call. (Types are Mobile, Landline or Additional numbers where applicable) Note: If no rule is defined, the call is disconnected 30 Note: The Multiline box must be checked if Call waiting is required for users of this template.

31 In the Voic tab you can enter Notifications and Voic configuration. You can mix the notifications you want to receive for these options E.g. You could receive an to notify you of a missed call, while you could receive a text for new messages Set these options if callers are to be routed to the voic box of the users of this template, and if they should hear their personal greeting when they are connected Click OK to save your settings The Edit Routing Template window is also used when editing existing templates and is used in a similar manner as the creation process. Routing profiles, in contrast to Routing templates, are Call Management settings (for an individual user) If an individual user needs settings that differ from those specified in any of the user templates, then you can create a routing profile for them. This is done in the Users option but is not recommended for all users (select users only). 31

32 CLI Templates (Caller Line Identification) These templates let you dictate what number is displayed for outgoing calls, (regardless of the caller s device.) This could be a mobile number, a landline number, or a number with a specific area code. Note: The CLI template used can be different for each Presence status that the user maybe in at an particular moment. Administrators can create CLI templates at a company level, and users can create their own as well. To manage your CLI templates, go to Company Administration and select CLI Template from the menu, which will bring up the following screen: 32

33 To edit a CLI template, first click on the Template name that you want to change, you can change caller ID information for internal and external calls made from inside or outside of the office. Here you can change the Template name and the CLI number this is to be sent when dialling out The Edit Caller ID Template window is also used when creating new template. A Template name is added for a new template, followed by its Internal and External call details. 33

34 User templates These are made up of a combination of user information and Call Management Templates. Different users in your company will need different call management and feature settings, and BT One Phone helps you create templates for each. So, for example, your office-based customer services team, manages large volumes of incoming calls, they will need a different set of rules to your sales team, who are both making and receiving calls out of the office. Templates give you an easy way to control settings and features for multiple users as they can be assigned to as many users as you need them to. And any changes to the templates are automatically applied to all users assigned to it. When you set up a user, you will add their basic information such as name and telephone numbers. To apply call settings and features relevant to them, you simply assign the relevant user template. User Template Can be applied to any number of users any changes made to a template will change the settings for all it s users Presence Idintifies where a user is and what they are doing, this in turn dictates how calls are handled according to the Routing Template Schedule Allows you to dictate when a Presence is active Permissions Indicates a users editing rights CLI Template Defines the number displayed to callers during outbound calls and is related to Presence as per the Routing Template Call Barring Template Defines the incoming and outgoing numbers that are barred Routing Template Defines how incoming calls should be handled-assigned to Presence 34

35 Presence A user s presence status dictates how their calls are handled, depending on where they are, what they re doing and possibly automatically following a Schedule. Administrators can therefore modify the routing of calls for any presence status available in a user template. Schedule Presence and therefore call management can also be scheduled for certain times of the day or week, or as recurring changes, using the Schedule functionality. For example, calls may be handled differently on weekdays than on weekends. Permissions Permissions settings apply to all users to which a template is assigned, and can be set to allow users editing rights based on their role. CLI templates CLI templates determine which number is displayed for outgoing calls, regardless of the caller s device. This could be a mobile number, a landline number, or a number with a specific area code. Call barring templates Call Barring templates dictate the numbers for which incoming and outgoing calls should be barred. 35

36 Routing templates Routing templates define how incoming calls are routed to users, and are also assigned to presence status options. To edit a user template you will need to access the user templates set up for your company to do this go to Company Administration and select User Template from the menu. To make changes to a template, double click on the relevant row (Name) and the edit window will open To add a new Template Click on the create button and enter the new Template details 36

37 In the Edit User Template you can Add, Change the Name of the Template, associate a Call Barring Template and CTI Monitoring. The Template also has 3 tabs; Presence, Schedule and Permissions. Checking a box will select which Presence Status will be available for the Users of this User Template 37

38 In the Presence tab you can set how to route calls subject to the Status, To make changes to how a Status handles calls, double click on the relevant row this activates the drop down lists where you can make your selection to the appropriate number In the Scheduling tab you can change a User s presence within a User template: Regular to schedule a regular, recurring presence change Day to set a presence change for one day Week to set a presence change for several days in one week Month to set a presence change for several days on one month In the Schedule tab you can dictate which Status is applied for a specific period Click on the Schedule tab to access the calendar and make your changes. 38

39 Set the end time, and then the Status that is to be used, finish by clicking on Save Clicking a time cell with pop up a time select window (This automatically sets the from start time) Clicking a time cell with pop up a time select window (This automatically sets the from start time) 39

40 You can also configure the permissions for a user template in the Permissions tab. Here you can assign the following permissions: Administrative to grant permissions for administrative functions. Individual to grant permissions to set individual information. Directory to grant permissions for changes to the company directory. Click on the drop down button and select the Permissions the user is allowed for that option 40

41 Editing user templates To access the user templates set up for your company go to Company Administration and select User Template from the menu. The process for editing User Templates is similar to creating a new User Template. Call Barring Templates Call barring templates, are used to bar certain numbers from being dialled (outgoing calls). It is also possible to bar incoming calls as well. To manage your call barring templates, go to Company Administration and select Call Barring Templates from the menu, which will bring up the following screen: The functionality in this window is similar to that of the Routing Template 41

42 In the Edit Call Barring window you can edit the Template name, and by using the four tabs Incoming, System Outgoing, Customer Outgoing and Schedule, which user numbers are barred from receiving calls, which numbers cannot be dialled and when. Click on the drop down button and select the Permissions the user is allowed for that option In the System Outgoing Tab you can specify if the category is barred Within or Off Schedule. 42

43 The Customer Outgoing tab is governed by the Custom Call Barrings option in the Company Administration. Entries here will be seen in the Customer Outgoing tab 43

44 You can now select if these numbers are permitted to be dialled. You can now select if these numbers are permitted to be dialled. Clicking on the create button opens a blank call barring template that you can edit 44

45 Enter a Call barring Name and the prefix to be added to the list (Include 00 for International and area codes for national) Clicking on the create button adds the prefix to the Barred prefixes field Note: You can add more than one number to a list if appropriate e.g. adding a London prefix would entail adding 0207 & 0208 into the Barred Prefixes field, however 0203 numbers would not be included. 45

46 Users The Administrator can configure the user permissions attached to this user template. These permission settings apply to all users which are based on this template. The individual permission rights the Administrator can assign are limited by the global permission profile assigned to the company. e.g.: in case the company does not have Create right for Call Barring Templates the administrator can also not assign this right to any user. The functionality in the User Templates window is similar in all respects to that of the Routing and CLI Templates. however Users are configured by the BT One Phone Customer service team so this is not an Administrators function Administrators can edit the following details, in the Edit User window there are four tabs (five for Administrators) 46

47 Administrators do not have access to the fields in the Assign Window Tab In the Basic Information an Administrator can edit a user s Department, Language and the User Template. 47

48 Move User and Groups Administrators can easily move users between departments. To do this access Users from the Company Administration list. This user will be moved from Training to the HR department 48

49 Then select the user you want to move In the Edit User window click on the Basic Information tab. In the Department field you will see the current department (Training). Clicking on the drop down list will open the department tree view where you can select the new department for the user. 49

50 HR is selected Clicking on OK will update the directory with the change Administrators cannot move Groups between departments; this is done by the BT One Phone Customer Services team. 50

51 Greyed out fields cannot be amended by administrators (These fields must be changed by BT) 51

52 In the Labels tab, you can assign labels to a user which serve to assist when searching for a specific group of users. To add a Label to a user, first highlight it in the Available Labels field The Label is then added to the User (To de-assign a Label reverse these steps) Then click on the arrow pointing right Note: Creating Labels is covered in the Labels section. 52

53 In the Additional Info tab you can add information such as a user s car registration number. This window contains 20 editable fields, field 1 had been configured to be used to capture car registartion numbers. Which can be viewed in the details area of a user, in the Corporate Directory. (Note: Modification of the data in these fields is shown in the Customise Directory section). 53

54 Permissions (additional) Administrators have an additional Permissions tab (Basic users do not see this) where they can modify their own profile. In the Permissions tab there are three sub tabs, Administrative, Individual and Directory. 54

55 In the Administrative tab you can define the permission levels for Administrating the company settings The options you can select per category are None, View, Edit and Create In the Individual tab you can define the permission level of a user for there own profile. 55

56 56 In the Directory tab you can define what an individual can do in the company directory.

57 Labels are used to identify people in the company with particular skills or areas of expertise. So if, for example, a customer called to speak to someone about a specific product, the attendant could search the directory for users with a label of Product X to help them direct the call. As an Administrator you can create new labels for your company to use by going to Company Administration and selecting Labels. To add a new label, Click on the create button and enter the Label you want 57

58 The Label is then allocated to a User in Company Administration (Select user Name) Edit User window> Labels Tab Highlight the Available Label and move it into the Assigned Labels field using the arrow buttons 58

59 The Administrator can also modify the Directory, this is done from the Company Administration list, then Customise Directory, the Customise Additional Information in Directory window will open, you can add up to 20 new fields in the directory that can be customised to create extra search filters. To create an Additional field, go to Company Administration and select Customise Directory and enter the additional fields you want. Now BT One Phone users will be able to view and search using that information stored in that field. 59

60 Presence Status A user s presence status dictates how their calls are handled, depending on where they are and what they re doing. Each presence status has its own templates and profiles attached to it, to determine how a user s calls are handled when their presence is set. So if, for example, a user s presence status is set to In a meeting, then a Routing template that routes all calls to their Voic may have been applied. Presence status can be defined for a company s use; this is done in the Presence Status option which is found in Company Administration 60

61 The method of selecting a presence for use by your company is to highlight the presence in the left hand field then click on the right button to move it into the right hand list. To remove a Presence status so it cannot be used, highlight the Presence and move it out of the right hand list by pressing the left arrow button. Presence statuses that are greyed are being used by existing users and the Presence status must be unused before it can be removed. 61

62 Prompts Prompts are the collective term for the messages, tones and music that can be played to callers. They can be used for ring back tones, on-hold music and announcements. To see all the default prompts go to My Settings and select Prompts then click in the box to show company prompts. These are not editable. 62

63 Add Prompt From Customer Administration, clicking on Prompts will open the Prompts window where you find all the company s bespoke recordings. Click on a prompt name opens the Edit Prompt window where you can make changes to an existing prompt Clicking on View assignment opens the Prompt Assignment window. Where you can view where a prompt is used To play a prompt click on a relevant icon 63

64 To add a new prompt, click on the create button the Edit Prompt window will open; you can then complete the required fields and upload a WAV file information. Enter a name for a new prompt or change the name of an existing prompt. Select the prompt type. Enter notes for the prompt. Maximum length 50 characters. Click on Browse to locate the file you want. Click on OK to save your changes. The file format of the prompt is checked. (File format must be a WAV file, 8kHz, 8bit/ Mono, a-law) If the check is successful, the prompt is uploaded to system. When the status is: The file was checked and activated, you can assign the prompt. Enter a name for a new prompt or change the name of an existing prompt. Select the prompt type. Enter notes for the prompt. (Maximum length 50 characters) Browse to locate the file you want 64

65 To delete an existing prompt, click on the delete button in the row of the prompt. Delete button 65

66 CHAPTER FIVE: YOUR BT ONE PHONE PORTAL GROUP MANAGEMENT BT One Phone supports a whole range of different call groups to suit your business s needs. These include: Assistant groups in which one or more assistants can receive calls on their manager s behalf Hunt groups in which any one of a number of members can answer a call ACD groups in which calls are distributed according to the agents skill levels Pickup groups in which members can pick up each other s calls from their own phones Attendant Queues define how incoming calls are managed queued and which attendant can answer a call Attendants in which attendants are identified prior to being assigned to a queue IVR in which calls are routed in accordance with a specific customised IVR trees, in which callers can be recognised, personalised messages are played and call handling schedules defined. Administrators can edit and delete groups through the Group Management area of the BT One Phone Portal. 66

67 Assistant groups Assistant groups allow one or more assistants to receive calls on their manager s behalf. Where an Assistant Group is set up for a manager, and if the manager is configured in the manager s routing profile then the manager s calls are routed to the assistant group. Each assistant within the group must have a skill level assigned to them (a bit like the members of an ACD group), and calls are routed to the assistant with the highest skill level. Assistant groups will also have one or more access numbers that can be used to contact them directly. To manage your assistant groups go to Group Management and select Assistant Groups. To edit an existing assistant group, click on the Name of the group you want to change, which will bring up the Edit Assistant Group screen. 67

68 The Edit Assistant Group window contains three sub tabs, these are Group Settings, Group Members and Managers which you can use to assign a manager to an assistant group. Caller ID settings allows you to change how calls from the group are shown on the called user s device, for incoming, transferred and consultation calls In the Group Settings tab you will see that some of the fields are not editable (These fields are managed by the BT One Phone Customer Service desk). 68

69 In the Group Members tab you can assign (de-assign) assistants to the group, and add the response settings. To remove a member from the group, click on the delete button To assign a new member to the group, click on the create button You can now select an assistant for the group 69

70 You can select how to route calls to the group members, the options are: With least calls With least call time Who has been idle the longest? You can also adjust the time a member is paused for after missing a call Selecting the Auto-logoff assistant option will log a member off after a defined number of missed calls (Consecutive missed calls) Checking the On auto logoff sends an auto logged off text message to the user telling them they have been logged off 70

71 In the Managers tab you can assign and de-assign the managers of the group. To assign a manager click on the name you want from Available Managers on the left hand side, and move it to the Assigned Managers column by clicking the arrow that points to the right To remove a manager from the group reverse the steps shown above. Note: A manager can only be assigned to one assistant group. 71

72 Hunt groups In a hunt group, any one of a number of individuals can answer a call to a specific phone number. Typically, a call coming into that number will be connected and a greeting prompt will be played, after which it is put through to the next available member of the hunt group. To manage your hunt groups, go to Group Management and select Hunt Groups. To edit an existing group, click on the queue name which will bring up the Edit Hunt Group window To see the routing, group and IVR information relating to a group, click on View assignment As an Administrator, you can configure various options for a Hunt group, available through the following tabs that appear. 72

73 In the Group Settings tab you will see the numbers dialled by incoming callers to reach the group (Assigned phone numbers). Hunt groups are created by the BT One Phone Customer Services Team, so some of the fields are greyed out and cannot be modified by an Administrator. In the Ring Back Tone filed you can select a prompt that will be played as RBT for that number before a member of the group answers it You can view and change the Audio settings of the group Click on the Play greeting drop down menu to see and select announcement prompts for the group. (This is the message played to the caller on connection) Caller ID Settings will allow you to change how calls from the group are shown on the called user s device, for incoming, transferred and consultation calls. This is useful if users receive calls for multiple groups In the Voic notification address box you can add an address to send an with voic attached to group members when a voic message has been left. (WAV File) 73

74 In the Group Members tab, you can manage the members of the group within the edit / assign group members section. Delete and add member buttons Click on the add button will insert a new member row. 74

75 Note: Up to 5 devices can be ringing in parallel. That row will include the following: Ringing time the amount of time the incoming call will ring on a user s device before moving on to the next member. Group manager which lets a user log individual users into the group and open or close the hunt group, and view the Group call log and listen to group voic s. May manually set login status lets the individual user login or logout of the hunt group. If the option is not enabled then the user s login status will be the same as for the rest of the group. Login status Auto automatically sets the user s login status according to their presence settings. Parallel calling with next lets calls ring simultaneously for this member and the following member. This option means multiple members can be ringing at the same time and that calls can cascade down a group of callers. 75

76 In the Group Members you can also set the group s call responses within the Group response settings section. Automatic logoff to automatically log a user off if they miss a set number of incoming calls Checking the On auto logoff sends an auto logged off text message telling the user they have been logged off Prefer to route calls defines the way calls are distributed to the members, there are two ways this is achieved, Linear hunting: calls are always delivered to first line in the list; if that line is busy the second line receives the call, then the third etc. Circular hunting calls are distributed in a circular or round-robin way, so if a call is delivered to line 1, the next call goes to 2, the next to 3 etc. When the end of the hunt group is reached, the hunting starts over again at the first line. If parallel ringing is selected for multiple users, their devices will ring simultaneously when a call is delivered to their position in the ringing path of that call. - Limit simultaneous which limits the number of members who can be rung at any one time through the group - Limit search time the total length of time a caller will wait before Overflowing - Pause member after missed call to pause a member that misses a call for a period of time so they do not receive any further hunt group calls 76

77 In the Schedule tab you can dictate when the hunt group is open and when it s closed. (By default it is always open.) To close the hunt group you need to configure the schedule to tell the system to close it. The schedule can be configured for either regular opening hours, or for specific periods within a day, week or month. Clicking a time cell with pop up a time select window You also have the options to set a closed group for a Day, week or Month This group will now be closed for this time period Then click OK to apply the change to the schedule Set the until time, then click on Save, then click OK 77

78 Overflow tab In the Overflow tab you can define how an incoming call is handled if it hasn t been answered by any of the group s members. The call can be handled differently depending on why it wasn t picked up. The options for managing calls that are not picked up are: Voic sends the caller to the group mailbox Attendant sends the caller to the Attendant You can set a different action for each condition, or have them as all the same. However, the default setting is Disconnect so we strongly advise you to change this setting. There are 4 set conditions for a call not having been answered. These are: The group is closed No group members are logged in No members are available / all members are busy The search time limit has been reached Announcement plays an announcement specific to the group and then disconnects the call Disconnect disconnects the caller Internal routes the caller to another internal number External routes the caller to an external number 78

79 ACD group calls ACD group calls can be distributed according to the agent s skill level. The agent s skill level is set up within BT One Phone; on a per group basis within the ACD group settings i.e. an agent s skill level can be different in different groups. Where all agents have the same skill level, additional rules must be put in place to dictate which agent a call is put through to, for example, the agent who has been idle for the longest. In an ACD group, calls can be queued until an agent becomes available to answer the call. So there can be more calls queued than there are m embers in a group (which differentiates it from a Hunt Group). To manage your ACD groups, go to Group Management and select ACD Groups. To see the routing, group and IVR information relating to a group, click on View assignment Groups are added and deleted through the Self-care part of the BT One Phone Portal or by contacting the BT One Phone team. To edit an existing group, click on the queue Name which will bring up the Edit ACD Group window 79

80 The Edit ACD Group window contains the same tabs that appear for Hunt groups (Group settings, Group Members, Schedule and Overflow) and are managed in the same way. The key differences between Hunt Groups and for ACD groups are the Skill and Ringing time settings in the Group Members tab. For each group member a skill level has to be assigned. The system will later route the calls according to this skill level. It will send the call to an available group member with the highest skill level. You can also specify the ring time (seconds) for each group member in the Ringing Time field. 80

81 However there is also an additional Queue tab, in this tab you can define queue lengths, wait time, what prompts are played and if you want to play a callers position in the queue. This greeting is played before the caller is placed into the queue When both a first and second prompt are selected they will rotate for the time the caller is in the queue Play position to callers in queue checking this box lets the caller know here they are in the call queue These are the options: Maximum queue length dictates how many callers can be held in a queue before they are managed through the overflow Maximum wait time dictates how long a caller can be on hold before they are managed through the Overflow Play greeting the greeting that s played to all callers before they are put through to an ACD group member First periodic prompt the first prompt (message) played to a caller in a call queue Second periodic prompt the second prompt (message) played to a caller in a call queue You can limit the Play position in queue prompt by selecting the until caller has reached queue position (Defaulted at postion 1) 81

82 Pickup groups To manage your pick-up groups, go to Group Management and select Pickup Groups. In a pickup group, the members can pick up each other s calls from their own phones. For example, a call coming into Member 1 s line can be picked up by Member 2, 3 or 4 on their phones. The call will be flagged up to them on their Alert Client if Member 1 hasn t picked the call up in time. Clicking on a group Name will open the Edit Pickup Group window To add or delete a Pickup Group click on the relevant button 82

83 Edit Pickup Group In this window you can either name or rename a Pickup group or add a new member to a group. To assign users to a Pickup Group, highlight them in the Available Users list, and then click on the right arrow You can either enter a new or amend an existing Group name Note: Ensure you ve enabled the alert pickup group members option in the Routing template. To remove a member form a group highlight their name in the Assigned Users field, then click on the left arrow Click OK to confirm the changes If you don t want a particular user to be alerted, you can set the Not alerted option. 83

84 Attendant Queues The BT One Phone solution includes a feature rich Attendant switchboard (Operator Console) that allows the customer to manage large numbers of incoming calls to the customer business. As the BT One Phone solution is hosted in the cloud, the Attendant can be located anywhere with an internet connection and manage calls for multiple locations. The Attendant Switchboard configuration comes as two parts: Attendant Queues & Attendants Attendant Queues Administrators can add and edit features in a queue; this is done in the Edit Attendant Queue window which is accessed by clicking on the Queue Name Attendant queues are created by BT One Phone Customer Services 84

85 In the Edit Attendant Queue, Group Settings tab, you will see that some of the fields are not editable (This will be done by the BT One Phone Customer Service desk). However Administrators can edit the Audio and Caller ID settings in this tab. There are five tabs in this window The main queue box must be checked (Enables the recall of parked calls) In the Audio settings field an Administrator can select the greeting to be played and the Voic notification address ( ) Caller ID settings allow you to change how calls from the group are shown on the called user s device, for incoming, transferred and consultation calls 85

86 In the Group Members tab Administrators can assign new attendants to the queue (Users must have been previously set up as an Attendant). Skill levels are set and also the ring time for the member. To add a new attendant to the queue click on the create button and select the user from the Group member list You can select how to route calls to the members You can also adjust the time a member is paused for after missing a call Selecting the Auto-logoff option will log a member off after a defined number of missed calls; the member can also receive a text message when they have been logged off 86

87 In the Schedule tab you can specify when the group is opened and closed. Clicking a time cell will pop up a time select window Now select the until time, then click on Save This group will now be closed for this time period You also have the options to set a closed group for a Day, Week or Month 87

88 The Overflow tab is where you can specify where calls terminate in certain conditions, such as Group closed, No members logged in, All members busy etc. When Voic is selected for an Overflow option you must then select which Announcement to use If Internal or External is used, you will also have to provide the destination number 88

89 In the Queue tab you can define what happens to incoming calls when no members are available to take the call. In these instances calls will be placed in a call queue until a member is available. Maximum queue length here you can dictate how many callers can be held in a queue before they are managed through the overflow Maximum wait time is where you can specify how long a caller can be on hold before they are managed through the overflow Play greeting You can select the greeting that s played to all callers before they are put through to an ACD group member First periodic prompt is where you select the first prompt (message) played to a caller in a call queue Second periodic prompt you can select a second prompt (message) to be played to a caller in a call queue 89

90 When both a first and second prompt are selected they will rotate for the time the caller is in the queue Play position to callers in queue Checking this box lets the caller know here they are in the call queue You can limit the Play position in queue prompt by selecting the Until Caller has reached queue position (defaulted at postion1) Checking this box will return all unsuccessful calls to the Attendant Transfer Queue 90

91 Attendants In the Group members tab you can assign members who have been added to the attendants list, This is done in Group Management, Attendant s option, Attendants must also configured by BT One Phone Customer Services Click on the Attendants Name to view details in the Edit Attendant window You can also view the queues the attendant is assigned to When requesting a new attendant to be added you will need to provide the User with their User name and a Password Administrators can add or edit the attendants Call Barring Template 91

92 IVR trees IVR trees (Interactive Voice Response) are customer defined call flows for incoming calls to different numbers; IVRs include messages and prompts, menu options and distribution rules. This means that callers to a number can be presented with options to help make sure their call is routed to the right place. To view your IVR trees go to Group Management select IVR then IVR Trees. To view specific IVR details click on a Name To see the call log for a particular IVR tree, click on Call Log Note: IVR Trees are configured for customers by the BT One Phone Customer Support who are also responsible for any changes to them. Click on View Tree to view the call flow for the IVR tree 92

93 The Overall configuration for a single IVR structure is called an IVR Tree. This screen shot represents a normal configuration and an explanation of the flow icons used. Menu for adding a message to the caller that asks them to press a certain key depending on what they need, for example Dial 1 for Sales or Dial 2 for customer service Time for routing incoming calls to different locations or branches depending on the time of day Decision for routing calls differently based on various conditions. For instance, if the incoming CLI is X route the call down Branch A and if it is not route the call down Branch B Destination The destination of the call towards a person or group Prompt For adding a message to be played before the caller is moved automatically to the next branch of the IVR Tree 93

94 CHAPTER SIX: HELP AND SUPPORT If you need any help at all, we have a dedicated helpdesk available Monday to Friday, 8am to 6pm. If you need to report a lost or stolen BT One Phone SIM, you can call us anytime, 24/7. Call us on (or just 8844 from your BT One Phone mobile). Or you could try any of these other sources of help: You can refer to the FAQs that are available on the BT One Phone Portal You can contact us via at 94

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