End User Training Guide

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1 End User Training Guide Everything You Need to Get Started on Vonage Business Solutions End User Portal This guide will give you a comprehensive look at the Vonage Business Solutions online user interface from the End User side. You can access voic , set up phone ring options ( Never Miss a Call ), view company call activity, and more! Accessing Your Online User Interface To log in to the online user interface: 1. Navigate to 2. Enter your username and password. If you do not have this information, please contact your administrator. 3. Click Sign In. Please Note: When you log in for the first time, you will be prompted to choose a secret question and answer. This question is used to verify your identity in the event that you need to reset your password. Navigating the User Interface The End User online interface is designed so that you can make changes to your extension(s) from a single page. Top Navigation Quickly navigate to different sections of the user interface by using the navigation icons at the top of each page. Home Recordings Settings Voic Call Logs Company Directory 1

2 If you have multiple extensions, choose which extension you would like to manage or edit. Click here to Log Out. Left Navigation The left navigation pane provides access to management tools for your extension and profile settings. Make a Phone Call on your Vonage phone from the online user interface. See the current settings for your Outbound Caller ID. Never Miss a Call allows you to view and configure your extension s ring options. You can also set your phone to Do Not Disturb. My Devices allows you to select between various phones (devices) configured for your extension. Click Edit My Devices to configure an additional phone. Get Help provides a link to online support pages as well as our Customer Care Team. This section shows you information about your account. Click Edit Profile Settings to update your cell phone number, address, or password. To see the current System Status of Vonage s service, follow this link. You can also check out the Vonage Blog. 2

3 Home The Home Page is the default page when first logging in. Here you can find information about recent calls and voic s. To navigate back to this page, click on the Home icon. View a graphical representation of your calls from the past week. View and play your recent Voic s. View your Recent Calls. 3

4 My Voic Your extension s voic is stored on your phone as well as in an online inbox accessible through the My Voic section.* In this section you can edit your voic settings, record greetings, listen to voic s, or download and delete voic s. Click to expand or hide the Advance Search Filters. Search Voic based on Date, Time, Caller ID, Notes, and/ or length of the voic . Click the green Play button to listen to your voic message. Quickly search your voic s. Check the box to Delete your message, mark your message as played, or mark your message as unplayed. *Please Note: Vonage stores voic messages for 90 days. After this time, your voic messages may be removed from Vonage s system. 4

5 My Recordings My Recordings section allows you to search, play, download, and your On Demand call recordings. Click to expand or hide the Advance Search Filters. Search Recordings based on Date, Time, Caller ID, Notes, Duration, and more. View your recordings, sorting by the Date and time, Name of the caller, the Direction (inbound, outbound or intra-pbx), Phone Number, the Length of the call or the Location. Check the box to , Download, Delete or move your recording to the Recycle Bin. 5

6 My Call Log A log of your inbound, outbound, and intra-pbx (within the system) calls are listed under the My Call Logs section. Click to expand or hide the Advance Search Filters. Search calls based on the Date, Time, Caller ID, Call Direction, Call Disposition, and International Calls. Export your call logs as a PDF or Excel file. Show or hide columns of the call log results. View your call logs, sorting by the Date and time, the Caller ID, the Length of the call, the Direction (inbound, outbound or intra-pbx), or the call result (Disposition). Click the speaker icon to play the recording associated with this call. 6

7 Settings Click on the Settings icon to configure your Extension Settings, Never Miss a Call, Voic PIN and Greeting, Call Monitoring, and your Devices. Extension Settings Extension Settings is the default page when first clicking onto Settings. View your extension details. To use Call Continuity Service, designate a backup number for your extension. Enter the area code you would like to use as the default when making outbound calls. Turn Call Screening on and record a call screening greeting. Enable Call Announce to hear the call tag of the extension called. Choose to connect the call, send the caller to voic or transfer the call by enabling the Screening Menu. Save and continue. 7

8 Never Miss a Call The Never Miss a Call section allows you to configure how your phone will ring. Click the radio button to choose one of four ways your phone can ring: Send Calls to Voic , Call Forwarding, Follow-me, and Simultaneous Ring. You may also turn on Do Not Disturb in this section. Send Calls to Voic To send calls to your extension s voic if you do not pick up, choose Send Calls to Voic . 1. Next, choose the number of seconds your phone will ring before your voic picks up the call. Please Note: Each ring is about five seconds. 2. Press Save. Enable Call Forwarding To forward your calls to another extension, Call Group, Call Queue, other feature, or an outside number, choose Enable Call Forwarding. 1. Choose the extension or feature from the drop-down menu, or choose Add Personal Number to forward your calls outside the Vonage system. 2. Next, choose the Caller ID that will show up on the phone to which your calls are being sent. You can choose to show either the originating (original) Caller ID or any number on your account. 3. Press Save. 8

9 Enable Follow Me Customize your phone to follow you by ringing different numbers. 1. Choose the extension or outside number you want to ring first next to Ring this Number First. If you want your own extension to ring first, make sure to choose This Extension s Handset. 2. Choose the amount of time you want the call to ring the chosen extension or outside number. 3. To add another number or phone, click the + sign to the right of the ring time. You may add up to five extensions or outside numbers. 4. Choose the voic box that you want your messages to go to if no one picks up the call*. This can be your extension, or another extension on your account. 5. Finally, choose the Caller ID and press Save. *Please Note: Vonage s system will leave the call wherever a connection is made. This includes an outside number s voic . Please keep this in mind when choosing an outside number and a ring time. 9

10 Enable Simultaneous Ring To ring multiple extensions or outside numbers simultaneously, choose Enable Simultaneous Ring. 1. Choose an extension or an outside number you want to ring simultaneously when your extension receives a call from the drop-down menu next to Ring Simultaneously. 2. To add another extension or number to ring simultaneously, click +. You can add up to four extensions or outside numbers. 3. Choose the amount of time you want the call to ring before going to your extension s voic . 4. Finally, choose the caller ID that will show up on the phone to which your calls are being sent, and press Save. Do Not Disturb Your final option under Never Miss a Call is to set your extension to Do Not Disturb. If this option is selected, your calls will go straight to your busy message and your phone will not ring. When Do Not Disturb is selected the slider will appear blue, if not selected the slider will be gray. Please Note: If you set your phone to Do Not Disturb on the online user interface, there will not be an indicator on your phone itself. 10

11 Voic PIN and Greetings Settings Click on the Voic tab to edit your voic settings, record your greetings, and set your exiting voic options. Edit your Voic PIN. This can be any number, up to 10 digits. Check the box to Send Voic to . Enter your address, and you will receive an with an attachment of your voic message. Check this box if you want to delete your voic messages from your phone and from the Vonage system after you receive them via .* Record or upload your Voic Greetings. Press the speaker button to play the greeting already saved. Press the red button to record; when pressed Vonage will call you on your extension or any outside number to record your message through your phone. Press the blue arrow button to upload a greeting. Please Note: Uploaded greetings must be in.wav or.mp3 format and no bigger than 8MB in file size. If you would like callers to have the ability to exit your voic box by pressing 4, click the Ring this Number button and enter either an extension or an outside number. Make sure to let callers know that this is an option in your voic greeting. *Please Note: If you choose to delete your voic messages after they are sent to your address, it is important to remember that Vonage does not store these messages on our system. Please make sure that you are receiving your voic s via prior to checking this box. 11

12 There are four types of voic greetings for each extension: 1. Name Greeting : Record your first and last name only. This greeting is played when a customer accesses your extension using the dial by name directory. 2. Unavailable Greeting : This greeting is played when you do not answer the phone. It is the most commonly heard greeting. 3. Busy Greeting : This greeting is played when your phone is on Do Not Disturb, or when all of your phones line appearances are in use. 4. Out of Office : This greeting is played when the Use Out of Office Greeting is checked. It will override all other greetings until the box is un-checked. Call Monitoring Settings When Call Monitoring is enabled for your extension click on Call Monitoring to configure your PIN (personal identification number). Edit your Call Monitoring PIN. This can be any number, up to 10 digits. Devices Settings Configure your extension for up to three devices on the Devices Tab. Click to make this device Active. Uncheck for this phone to no longer receive calls. Choose an E911 Location to indicate the phone s physical location in the event you need to call 911. Enter your device information including, Device Name, Provisioning Model, and MAC Address*. Click Save at the bottom of the screen when complete (not shown). Once you have saved your device information, power cycle your phone (unplug for 10 seconds, then plug back in and wait for it to finish booting up) to allow your phone to connect to your Vonage system. If the phone does not show your extension number when the power cycle process is complete, call Customer Care at Please note some phones will auto power cycle a second time to complete the connection. *MAC Address can be found on the bottom of your phone; typically on a sticker with the Serial Number. It will be a 12-digit Alpha- Numeric combination. For Polycom the Serial Number is the MAC Address. 12

13 Company Directory The Company Directory presents real-time status of coworkers and allows you to Click-to-Call a co-worker from within your company-wide directory. Change your status from Available to Away. Select how you would like to View your Dashboard. Click Customize to choose who you would like to view in your Personal Dashboard. View Caller ID and Duration of active calls. View the number of Attendees in a conference call. Icons will appear next to the Vonage logo indicating if your colleagues are on the phone or set to Do Not Disturb. Click to Call an extension or queue, or click to enter a conference call. Click here to view your colleagues contact information. See detailed information about your Call Queue including the number of agents on a call, callers waiting, agents logged in, and the average wait time. 13

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