Enhanced Call Processor (ECP) User Guide

Transcription

1 Enhanced Call Processor (ECP) User Guide Overview The Enhanced Call Processing Mailbox (ECP), also referred to as Callers Menu, allows callers to route themselves to specific persons, departments, mailboxes or other applications and informational sources within an organization. An ECP can be configured to offer the caller up to nine single digit options, plus the option of speaking to a live person. The ECP Mailbox can be chained to other ECP s, or used in combination with other mailboxes. A flexible, customized application can be built using the various kinds of mailboxes as building blocks. I How to Log On from your computer Launch your browser and log on to From the SaskTel.com homepage, under the Quick links menu, click on Manage my Voice Mail. Figure ( ) Enhanced Call Processor (ECP) User Guide 1

2 3. Enter your 10 digit ECP Mailbox Telephone Number in the phone number box. (Area code + Telephone number) 4. The default pin is your 10 digit telephone number. 5. Click on LOG IN and it will take you back to the ECP Home page. Figure 2 II. How to CREATE New Password (PIN). The assigned PIN should be changed for security purposes. 1. Click on My Account from Enhanced Call Processor (ECP) Home page. Figure 4 Figure 3 2. Select a new PIN and enter it in the New PIN field. (your PIN must be 4 to 15 digits). Re-enter the new PIN to confirm it. Enter the assigned PIN in the Current PIN field if you are setting it up for the first time, or enter the current PIN if you are changing your existing PIN. Figure 3 Figure 5 Figure 4 Enhanced Call Processor (ECP) User Guide 2

3 3. Click on Update. Figure 5 4. This screen will appear if you have successfully changed your password. (Keep a record of your PIN in a secure place for future log on). 5. Click on OK to go back to the ECP Home page. Figure 6 III. How to establish or change your Enhanced Call Processor service. 1. From ECP Home Page click on Phone Services. Figure 7 Enhanced Call Processor (ECP) User Guide 3

4 2. Click on the number key of the Option you would like to program from the Main Menu. Figure 8 3. An Option Main Menu box will pop up. Figure 9 4. Check mark the On box to activate the Option then enter the name in the Name field. E.g. Sales, Customer Service, etc. Figure 10 Enhanced Call Processor (ECP) User Guide 4

5 5. Select where the call should be directed to from the Transfer to dropdown option. The options are: Mailbox and Local/Toll free Number ONLY. (If you want the caller to go directly into a mailbox choose Mailbox or Number if you want the phone to ring and be answered.) 6. Enter the 10 digit mailbox/telephone number. Figure To program the rest of the Options click on Update and then press OK. This will take you back to ECP Main Menu. 8. Click on the Option you would like to program and repeat from the above steps 2 to 6 until you are done programming all the Options you want to program. Note: Operator Option can be specified the same way as options 1 to 9 except that the name cannot be changed. If you want the operator to be your 0 out option you have to program it. Figure 12 Enhanced Call Processor (ECP) User Guide 5

6 IV. How to deactivate an Option. 1. If you want to deactivate an Option remove the check mark from the box in-front of ON (Figure 11). 2. Click on Update. V. How to delete an Option. 1. Remove the check mark from the box in-front of the ON. 2. Delete all the information in Name and Transfer to. Now the option is deleted. VI. How to specify the Options callers will have after listening to the MAIN MENU. 1. Click on Options tab under Phone Services from ECP home page. 2. Set the Timeout time. (Default is 8 seconds it can be set for between 2 to 20 seconds.) This is the amount of time the system will wait for the caller s input after the caller finished listening to the main menu. 3. From the Replay Main Menu select the number of times the Main Menu to be replayed to the caller before final action. Figure Select final action from the Final Action drop down menu. The available options are disconnect to drop the call or Dial Option to route the call to one of the defined options. 5. If the Dial Option is selected define the option to which the call should be routed to from the Option drop down menu. Figure Click on Update and a screen will appear to confirm that you have successfully updated the setting. 7. Click OK to return to ECP Home Page. Enhanced Call Processor (ECP) User Guide 6

7 VII. How to CREATE or LOAD greetings. (There are three ways) There are three methods available to create/load ECP Greeting. 1. By Telephone 2. By Computer and Telephone 3. By Computer 1. By Telephone. (Until the cut-over time dial to record your greeting). i.dial your local Access number. ii. Press #. iii. Enter your 10 digit mailbox number. iv. Enter your Password followed by #. v. From the Main Menu press 4 for Personal Options. vi. Press 3 from Personal options for Greetings. vii. Press 2 to record your greeting and press # when you finish recording. viii. Press * to Exit. 2. By Computer and Telephone. i. Click on Phone Services from the Enhance Call Processor home page. Figure 15 ii. Click on Greeting Tab then click on Change. Figure 16 Enhanced Call Processor (ECP) User Guide 7

8 iii. A screen named Change Greeting will appear and provide you with three choices: iv. Click the Click here and we will call you button. Figure 17 v. A screen named Explorer User Prompt will appear. Enter the number at which you want to receive the call. (Note: It has to be a number at your desk since the call is instantaneous. Figure 18 vi. Click OK. vii. A screen will appear and notify that your number will ring. Figure 19 viii. When you answer the phone, the system will prompt you to enter your password and it takes you to the Main Menu. ix. From the Main Menu press 4 for Personal Option. x.press 3 from Personal Option for Greetings. xi. Press 2 to record your Greeting and press # when you finish recording. xii. Press # to Save. xii. Press * to Exit. Enhanced Call Processor (ECP) User Guide 8

9 3. How to LOAD Wave file Greetings using your Computer. The Greeting has to be pre-recorded and saved as a wav file in order to load it. i. Click on Change and a Greeting screen will appear. Figure 20 ii. On the Change Greeting Tab locate the wav file that contains your greeting using the Browse button. iii. Click on OK and the system will prompt you that you have successfully changed your Greeting. Figure 21 VIII. How to Delete Greeting By Telephone 1. Dial the local Message Manager Access number. 2. Press #. 3. Enter your 10-digit mailbox number. (Administrator only) 4. Enter your Password (PIN) followed by #. (Only if there is a PIN) 5. From the ECP Main Menu Press 4 for Personal Option. 6. Press 3 for Greeting from Personal Option. 7. Press 3 to Delete your greeting. The system confirms deletion. 8. Press * to Exit from Greeting. 9. Press * to Disconnect. Enhanced Call Processor (ECP) User Guide 9

10 IX. How to Download Greetings as a WAV file. 1. Click on Phone Services from ECP home page. Figure Click on the Greeting tab. Figure Click on Change button from the Greeting tab and a Greeting screen will appear. Figure Click on Listen to Greeting tab and click on download. Figure 25 Enhanced Call Processor (ECP) User Guide 10

11 5. Click on Save to download your greeting as a WAV file. Figure From Save As screen, select the folder in which you want to save. Give the file a name and click on Save. Figure 28 Enhanced Call Processor (ECP) User Guide 11

12 X. How to Link ECPs. If you have more than one ECP, these are the steps you must follow When you create the main ECP, you have to specify the mailbox number of the second ECP as an option on the Main Menu. Create the second ECP the same way you created the main ECP. Go back to page 1 of the Guide and login with the second ECP telephone number and PIN and follow through all the steps to create the second ECP. Enhanced Call Processor (ECP) User Guide Main Menu Personal 4 Personal Option Administration Greeting 2 3 Administration Password 1 Greeting Listen Record Delete On / Off Enhanced Call Processor (ECP) User Guide 12