XO VoIP Services User Guide, v1 XO VOIP USER GUIDE. For XO IP Flex, XO IP Flex with VPN, and XO SIP

Transcription

1 XO VOIP USER GUIDE For XO IP Flex, XO IP Flex with VPN, and XO SIP i

2 Table of Contents 1. Getting Started with XO VoIP Services... 1 What are XO VoIP Services?... 1 Purpose of This Guide... 1 Pre-registration... 1 Welcome s... 1 Your Designated Group Administrator... 2 Online Tutorial... 2 Where do you start?... 2 Accessing the Online Feature Management Main Menu... 4 How to Use This Guide Quick Reference... 5 Configuring Voice Features... 5 Accessing the Voice Portal... 5 Activating Features via Online Feature Management... 5 Which Method Should You Use?... 5 List of Voice Features and Access Codes Voice Portal: Setting Up Your Voice Mailbox... 7 About This Feature... 7 Prerequisites... 7 How the Voice Portal Works... 7 Setting Up a Passcode... 8 Accessing the Voice Portal for the First Time... 8 Accessing the Voice Portal Main Menu Accessing Your Voice Mailbox via the Voice Portal Voice Mail Options Recording Your Name Record Your Name Options Changing Call Forwarding Change Call Forwarding Options Changing Passcode via Voice Portal Changing Passcode via Online Feature Management Resetting an Individual s Voice Portal Passcode through Online Feature Management Voice Mail: Managing Your Messages About This Feature Prerequisites How Voice Mail Works Enabling Voice mail-to How to Access Voice Mail via the Voice Portal Voice Mail Menu Options Playing Messages Play Messages Menu Options Forwarding Messages from Voice Mail Forwarding Options after Playing Messages Replying to a Message Reply Options Composing a Message Composing Options ii

3 Recording Busy Greetings Busy Greeting Options Recording No Answer Greetings No Answer Options Calling Features: Transferring Calls, Forwarding, and More About Calling Features Prerequisites How Calling Features Work How to Access Calling Features Call Forwarding Always Activation Call Forwarding Always Deactivation Call Forwarding Busy Activation Call Forwarding Busy Deactivation Call Forwarding No Answer Activation Call Forwarding No Answer Deactivation Call Forwarding Remote Access Call Hold Calling Line ID Delivery Blocking per Call Calling Line ID Delivery per Call Call Park Call Park Retrieve Call Pickup Call Return Call Transfer Call Transfer with Consultation Call Waiting Call Waiting Cancel Do Not Disturb Activation Do Not Disturb Deactivation Last Number Redial Speed Dial Speed Dial Three-Way Calling Voice Mail Clear Using Online Feature Management to Configure Calling Features Inbound Call Routing & Hunt Groups: Making Sure Calls Get Answered About Inbound Call Routing & Hunt Groups Prerequisites How to Access Inbound Call Routing Editing Inbound Call Routing How to Access Hunt Groups Options for Editing Hunt Groups Account Codes About This Feature Prerequisites How Account Codes Work How to Access Account Codes Editing Account Codes Auto Attendant: Managing Incoming Calls About This Feature Prerequisites iii

4 Ways to Use This Feature How Auto Attendant Works How to Access Auto Attendant Activating / Deactivating Auto Attendant Configuring or Editing the Auto Attendant (continued) Configuring Business Hours Menu Configuring After Hours Menu Saving Auto Attendant Settings Default Auto Attendant Greetings Customizing Attendant Greetings using Online Feature Management or through the Voice Portal Auto Attendant Greeting Options Call Centers: Serving Your Customers About This Feature Prerequisites How a Call Center Works How to Access Call Centers Activating / Deactivating a Call Center Call Center Options Editing a Call Center Profile Call Center Settings Saving Call Center Settings Resetting the Voice Portal Passcode for a Call Center Viewing and Editing Call Center Announcements Setting a Personal Name Call Center Daily Statistics Viewing Call Center Statistics via Voice VPN: Connecting Offices About This Feature Prerequisites How Voice VPN Works Example: Voice VPN in Two Locations Transferring a Voice VPN Call How to Access Voice VPN Sound (.wav) Files: Greeting Callers on Hold About This Feature Prerequisites How Sound Files Work Converting the Audio File Uploading the Audio File Recording a Personal Greeting or Announcement with a PC Windows 98 Sound Recorder Making the Recording Checking the Recording Windows 2000 Sound Recorder Making the Recording Checking the Recording Windows NT Sound Recorder Making the Recording Checking the Recording Windows XP Sound Recorder iv

5 Making the Recording Checking the Recording Automatic Call Routing About Automatic Call Routing Prerequisites How it Works How to Access Automatic Call Routing Setting Up Automatic Call Routing Configurable Calling Line ID Configurable Calling Line ID Accessing Configurable Calling Line ID Creating a New Configurable Calling Line ID Edit Configurable Calling ID Turning Off Configurable Calling Line ID Holiday and Time Schedules Holiday and Time Schedules Add, Edit or Clone a Holiday and Time Schedule Edit, Add or Clone Time Schedules Getting Help Glossary About XO Communications v

6 1. Getting Started with XO VoIP Services What are XO VoIP Services? Business Communication is evolving, and XO Communications is leading the way with next-generation Voice over IP (VoIP) Services. XO provides VoIP services under the following service names, which you may see named throughout this User Guide: XOptions Flex, XO IP Flex, XO IP Flex with VPN, XO SIP, XO Enterprise SIP and XO Enterprise Cloud Communications Services. Note that this User Guide applies to XOptions Flex, IP Flex, IP Flex with VPN and SIP services only. With XO VoIP Services, you get an integrated voice and data solution based on IP technology, including dynamic bandwidth allocation. Additionally, XO VoIP Services offer more than 25 standard features, including voice mail, three-way calling, and Hunt Groups. You also get access to the XO Business Center and a full suite of services designed to help you better manage your communications needs. The Online Feature Management tool, located within the Business Center, allows you to make changes to your service in real time, and manage your account online. Since being introduced in the spring of 2005, XO Communications VoIP services are now widely deployed with more than 30,000 business customers nationwide. XO Communications is the leading VoIP and SIP Trunking services provider, with the largest market share of the VoIP access services market and the largest number of end users: more than 1 million end-user subscribers. Purpose of This Guide Written for business owners and network administrators, this User Guide explains the features and services available with XO VoIP Services. Step-by-step instructions show you how to configure your XO VoIP Services features and make changes to your services using either: The Voice Portal, done via a telephone, or Online Feature Management (previously called the Administrative/Admin Portal), accessed online by the designated group administrator. Refer to Section 2. Quick Reference guide for a summary of which features can be configured by whom. Preregistration For your convenience, your company will be pre-registered to access an extranet website known as the XO Business Center ( At this site, you can: Review and pay your bill online Track trouble tickets and Internet usage Manage your XO VoIP Services via Online Feature Management Welcome E- mails Next, your company s technical contact will receive three Welcome s containing the following: 1. Your User ID, which is required to access the XO Business Center 2. Your Password, which is required to access the XO Business Center 3. The details of your XO VoIP Services (titled XO VoIP Services: Service Information ), including your list of phone numbers and Voice Mail Group Telephone Number. You ll need this number (also known as the Voice Portal Number) to access the Voice Portal to make changes to some voice features. 1

7 1. Getting Started with XO VoIP Services (continued) Your Designated Group Administrator Your designated group administrator who may or may not be the technical contact in your company will need to access the XO Business Center home page and then use the Online Feature Management tool to configure and manage XO VoIP Services. With this tool, the group administrator can make instant changes to calling features, such as Call Forwarding, Voice Mail, Inbound Call Routing, Hunt Group setup, and more. Additionally, a designated Business Center user may order additional services online. Online Tutorial XO also provides an online, self-paced tutorial to show you how to set up and manage your voice services via Online Feature Management. The tutorial can be accessed at With this interactive tool, you can search for key topics and walk through, step-by-step, the actions required to enable the feature or service. The tutorial is a simulated environment, so you can get comfortable making changes before you configure your services in Online Feature Management. Where do you start? If you are An individual user Here are some suggestions: Then do this Go to Section 3. Voice Portal: Setting Up Your Voice Mailbox to learn how to log into the Voice Portal for the first time. A designated group administrator who wants to start with an online tutorial Click on this link to access the tutorial: Result: The OnDemand e-learning tool displays (Figure 1). This useful tutorial will assist you in configuring your voice services, using Online Feature Management, and ordering additional services. Figure 1: Menu for OnDemand Tutorial 2

8 1. Getting Started with XO VoIP Services (continued) If you are A designated group administrator who wants to start configuring voice services Then do this Access the XO Business Center home page at At the top menu bar, click on Products and Services Figure 2: Home Page for XO Business Center 3

9 1. Getting Started with XO VoIP Services (continued) Accessing the Online Feature Management Main Menu If you choose the Products and Services tab, Online Feature Management appears in the list of product tools (Figure 3). Choose Configure Existing Services to enter the Online Feature Management Main Menu for your respective VoIP product/services. Figure 3: Online Feature Management, Main Menu Note: If the feature you are seeking does not appear on the Main Menu, it means you have not purchased this optional feature. If you d like to add any feature option, please contact Customer Care at (800) How to Use This Guide This document is intended to be used with your Adobe Acrobat reader. To Search and Find information quickly, please use the following interactive tools: Click on the Search icon (binoculars) on the Acrobat toolbar, and enter the word or phrase you would like to search for. Scroll through the Bookmarks in Adobe Acrobat (displayed on the lefthand side of your screen), and click on the topic. Scroll through the Table of Contents at the beginning of this document, and click on the topic. 4

10 2. Quick Reference Configuring Voice Features In addition to being able to configure your XO VoIP features with the Online Feature Management tool, certain changes can be made via a telephone using the Voice Portal. The Voice Portal provides access to your Voice Mail, plus Remote Access to Call Forwarding and associated greetings. Refer to the Quick Reference table on the next page to see which features can be accessed via the Voice Portal. Accessing the Voice Portal To access the Voice Portal you must: Dial a unique telephone number assigned by XO. Locate this unique Voice Portal Number (otherwise referred to as the Voice Messaging Group) in the third welcome , titled XO VoIP Services: Service Information. Refer to the Number (Services) section at the bottom of the letter. The Welcome s are explained in Section 1. Getting Started with XO VoIP Services. Activating Features via Online Feature Management The group administrator can activate certain voice features for individual users via Online Feature Management as follows: At the individual s home page, in the left navigation bar, click on User Phone Lines. Refer to the Quick Reference table on the next page (third column) to see which features can be activated using Online Feature Management. Which Method Should You Use? As the table on the next page illustrates, voice features are accessed via the Voice Portal and/or Online Feature Management. To access certain features via the Voice Portal, you must enter Feature Access Codes (e.g., *72 for Call Forwarding). To activate these services, press the * key and the two-digit number, followed by the # key. Some services require additional information (such as a phone number), but you are prompted for that information. You cannot change Feature Access Codes. 5

11 2. Quick Reference (continued) List of Voice Features and Access Codes Feature Voice Portal (done via a telephone) Change Voice Portal Check Voice Mail Messages Set Up Voice Mail Greetings Remote Access to Call Forwarding Call Forwarding Always (*72 / *73) Call Forwarding Busy (*90 / *91) Call Forwarding No Answer (*92 / *93) Calling Line ID Delivery Blocking (*67) Calling Line ID Delivery (*65) Online Feature Management (done by group administrator) Call Pickup (*98) (setup) Call Return (*69) Call Waiting / Cancel Call Waiting (*70) Do Not Disturb (*78 / *79) Flash Call Hold (*22) Last Number Redial (*66) Call Park / Retrieve (*68 / *88) Speed Dial 8 / 100 (*74 / *75) (setup) Optional Features Set Up / Change Auto Attendant Greetings Set Up Auto Attendant Routing Configure Auto Attendant Profiles, Options, and Schedules Configure Auto Attendant Profiles, Options, and Schedules Set up / Manage Inbound Call Routing Assign Hunt Group Queuing Schemes and Policy 1 Configure Account Codes Call Center Configuration Reset Voice Portal Passcode for Call Center or Hunt Groups Upload Personal Greeting Sound (.wav) files for Auto Attendant, Call Center, or Voice Mail Applications 1 A group administrator cannot create a new Hunt Group via Online Feature Management because a new telephone number is required. To add a new Hunt Group, the administrator must place an order with XO Customer Care. 6

12 3. Voice Portal: Setting Up Your Voice Mailbox About This Feature The Voice Portal is a unique telephone number assigned by XO and dialed from any phone that serves as an entry point for end-users to access, use, and configure the following services: Voice Mail (Section 4 in this guide). XO VoIP Business Line users can configure Voice Mail services via the Voice Portal by calling into the Voice Portal from any telephone. Voice Mail is not available with XO VoIP PRI or Trunks service, only Business Lines. Remote Access to Call Forwarding (Section 5), and Auto Attendant (Section 8). If the optional Auto Attendant feature has been selected, the corresponding telephone numbers will also be listed on the third Welcome . Also known as the Voice Mail Group Telephone Number, this ten-digit number is included in the third Welcome (see Section 1. Getting Started with XO VoIP Services) and cannot be edited by the user. Prerequisites To use this feature, individual users must: Have a unique Voice Portal number assigned to them by XO. Log into the Voice Portal the first time to set up a personalized passcode (between 4 and 8 numeric digits). Access any telephone thereafter to manage voice features and settings. Group administrators must: Have a unique Voice Portal number assigned to them by XO. Log into the Voice Portal the first time to set up a personalized passcode (between 4 and 8 numeric digits). Have access to the Online Feature Management tool, where they can access the Voice Portal number, set up or change a passcode, and manage voice features and settings online. How the Voice Portal Works Individual users and group administrators use their own configurable passcode to access their respective menu of services. In addition, administrators can customize the Voice Portal entry greeting heard by users who are logging into the Voice Portal (see Section 8). 7

13 3. Voice Portal (continued) Setting Up a Passcode Follow these steps to log into the Voice Portal for the first time to set up a passcode. Step Action 1 Log into the Voice Portal by dialing your unique Voice Portal number. 2 Dial your telephone extension number (your default passcode is the last four digits of your phone number), if necessary, then if requested enter your phone number. 3 When prompted, press 8 to personalize your passcode. 4 At the prompt, enter your new passcode (between 4 and 8 digits). 5 Record your name at the prompt. 6 Press the # key. Accessing the Voice Portal for the First Time Follow these steps to access the Voice Portal for the first time. Step Action 1 Dial your Voice Portal number from any telephone. 2 Dial your phone number. 3 Are you using your own business phone? If yes, enter your passcode to reach the Voice Messaging Main Menu, and then press * to reach the Voice Portal Main Menu (Figure 4). If no and you are using a phone other than your own business phone, then follow these steps: Press * during your outgoing greeting to reach the login prompt. Enter your passcode to reach the Voice Messaging Main Menu. At the Voice Messaging Menu, press * to reach the Voice Portal Main Menu: 8

14 3. Voice Portal (continued) Figure 4: Voice Portal Main Menu 9

15 3. Voice Portal (continued) Accessing the Voice Portal Main Menu Once you have a passcode, you can access the Voice Portal Main Menu as follows: Step Action 1 From any phone, dial your Voice Portal number. 2 Are you at your own phone? If yes, then enter your passcode, and press the * key. Note: The default passcode is the last four digits of your phone number. If no, press the * key. Result: You will be prompted to enter your extension. 3 After accessing the Voice Portal, the following prompts will be made available from the Voice Portal Main Menu: 1 Access Your Voice Mailbox 3 Record Your Name 4 Change Call Forwarding Options 8 Change Passcode 9 Exit the Voice Portal # Repeat Main Menu 4 Press the number to select an option, each of which is explained below. Accessing Your Voice Mailbox via the Voice Portal At the main Voice Portal menu, press 1 (access your voice mailbox). You will be prompted to choose from the following Voice Mail options, as illustrated in Figure 4: Voice Portal Main Menu If you want to Then press Voice Mail Options Play messages 1 Compose a new message to distribute 2 Make a selection from the busy greeting menu 3 Make a selection from the no answer greeting menu 4 Delete all messages 7 Return to the Voice Portal Main Menu * Repeat menu # 10

16 3. Voice Portal (continued) Recording Your Name Record Your Name Options This feature enables you to record your name to be played back to incoming callers in conjunction with Voice Mail and Auto Attendant. At the main Voice Portal menu, press 3 (record your name). You will be prompted to choose from the following Record Your Name options: If you want to Then press Record new personalized name 1 Listen to your current personalized name 2 Delete personalized name 3 Return to the Voice Portal Main Menu * Repeat menu # Changing Call Forwarding Change Call Forwarding Options At the main Voice Portal menu, press 4 (change call forwarding options). You will be prompted to choose from the following Change Call forwarding Options. If you want to Then press And then do this Activate call forwarding 1 Deactivate call forwarding 2 Change forwarding destination Listen to forwarding status 4 Return to the Voice Portal main menu Repeat menu # 3 Press the # key. Enter the forward to number. Press the # key again. Press the * key to return to Call Forwarding Menu. * 11

17 3. Voice Portal (continued) Changing Passcode via Voice Portal At the main Voice Portal menu, press 8 (change passcode) and then follow these steps: Step Action 1 Press the # key. 2 Enter the new Voice Portal passcode (between 4 and 8 numeric digits). 3 Press the # key again. 4 Press the * key to return to the Voice Portal Main Menu. Changing Passcode via Online Feature Management The group administrator can change the Voice Portal passcode via Online Feature Management as follows: Step Action 1 At the Online Feature Management Main Menu (Figure 3) go to the left navigation bar and select Locations. Result: The Edit Location page displays. 2 Scroll down to Voice Portal, where you will be able to enter and confirm your new passcode (between 4 and 8 numeric digits). 3 When finished, press the Continue button to save the changes. Result: A confirmation screen displays. 4 Do you want to accept the passcode change? To accept the change, select Apply. To adjust the proposed changes, select Edit. To back out of all changes, select Cancel. 12

18 3. Voice Portal (continued) Resetting an Individual s Voice Portal Passcode through Online Feature Management You can make Voice Portal changes for individual lines from the telephone or with the administrator s ID and passcode access to Online Feature Management. Follow these steps to change an individual s Voice Portal passcode via Online Feature Management: Step Action 1 Click on Products and Services at the top navigation bar. 2 At the Products and Services Main Menu, click on Configure Existing Services. 3 At the XO VoIP Services Online Feature Management Main Menu, go to the left navigation bar and select User Phone Lines (Figure 5). Result: A list of all phone numbers, names, and locations displays: Figure 5: User Phone Lines 4 To edit a phone number, click on the phone number for the appropriate user (above). Result: The individual s User Services page displays: 13

19 3. Voice Portal (continued) Resetting an Individual s Voice Portal Passcode through Online Feature Management (continued) Step Action The User Phone Lines page (Figure 6) displays the telephone numbers assigned to the customer. Figure 6: User Services 5 Click on Reset Voice Portal Passcode to create a new user passcode for the Voice Portal. Result: The Reset Voice Portal Passcode page displays (Figure 7): 14

20 3. Voice Portal (continued) Resetting an Individual s Voice Portal Passcode through Online Feature Management (continued) Step Action Figure 7: Reset Voice Portal Passcode 6 Enter and confirm the new Voice Portal passcode (between 4 and 8 numeric digits). 7 Do you want to accept the new passcode? If yes, press the Apply button. If no, press the Back button. 15

21 4. Voice Mail: Managing Your Messages About This Feature XO VoIP Services Voice Mail enables users to record messages for incoming calls that are not answered within a specified number of rings, receive a busy treatment, or transfer calls directly to Voice Mail. The Voice Portal also enables users to record their name and choose different greetings for busy and unavailable, and all greetings can be partially or fully customized. Prerequisites To use this feature, you must: Have a Voice Portal number and passcode. Be able to access either the Voice Portal (via any phone) or the Online Feature Management tool. Be an XO VoIP Services Business Line customer. Voice Mail is available only on analog line/fxs-delivered XOptions Flex, XO IP Flex, and XO IP Flex with VPN. It is not available on services with a T1, ISDN-PRI or SIP trunk delivery. How Voice Mail Works Voice mailboxes are activated when you place your order for XO VoIP Services with your sales representative. With XO VoIP Services Business Lines, you get a Voice Mailbox for every active telephone line. You cannot have more than one mailbox per line. Once you access the Voice Portal, Voice Mail Main Menu prompts allow you to access and set up your voice mail. By accessing the Voice Portal from any phone, you can listen to, save, and delete each message, as well as move to the previous or next message. With Online Feature Management, you simply follow prompts for further messaging and distribution needs. To manage Voice Mail for: Hunt Groups 2 select Hunt Groups on the left navigation bar, and then select Voice Mail. See Section 6. Inbound Call Routing & Hunt Groups: Making Sure Calls Get Answered. Call Centers 3 select Call Centers on the left navigation bar, and then select Voice Mail. See Section 9. Enabling Voice mail-to- Activated with Online Feature Management, this VoIP feature enables users to retrieve voice mail messages as .wav file attachments. There is no additional charge for the feature, which attaches voice mails to s as digital audio files in.wav format, so users can listen to voice mail messages on their computers, PDAs, Blackberries, and similar devices. Follow these steps to enable voice mail to be received as 2 A Hunt Group automatically processes incoming calls received by a single phone number by distributing them among a group of users or agents. Calls are routed to an idle member of a group, using a pre-selected pattern. 3 A Call Center may include technical assistance lines, customer support number, or order-taking centers. 16

22 4. Voice Mail (continued) Enabling Voice mailto- (continued) Step Action 1 In Online Feature Management, select User Phone Lines, then Voice Mail (General Settings) and Notify user by of new voice messages on the Messaging page (Figure 8), and enter a notification address. 2 Select a carbon copy of voice messages to receive carbon copies of messages as.wav file attachments. Figure 8: Messaging Settings 17

23 4. Voice Mail (continued) How to Access Voice Mail via the Voice Portal At the main Voice Portal menu (Figure 4), press 1 (access your voice mail). You will be prompted to choose from the following options on the Voice Mail Main Menu (Figure 9). Voice Mail Menu Options If you want to Then press Play messages 1 Compose a new message to distribute 2 Make a selection from the Busy Greeting menu 3 Make a selection from the No Answer Greeting menu 4 Delete all messages 7 Return to the Voice Portal Main Menu * Repeat menu # 18

24 4. Voice Mail (continued) Figure 9: Voice Mail Play Messages Menu 19

25 4. Voice Mail (continued) Playing Messages At the main Voice Mail menu (Figure 9), press 1 (Play Messages Menu). You will be prompted to choose from several options described below. Note: You can interrupt the message or envelope to perform any function. New messages flagged as urgent are played first. To see how and where to set or clear the urgent and confidential indicators, see Figure 9. Play Messages Menu Options If you want to Then press And if want to. Then press Play messages 1 Play or repeat messages, while playing messages Play message envelope Save messages 3. Return to previous message Move to next message Delete message 7 Initiate call to sender Hear additional options Return to Voice Mail main menu Repeat menu # * Reply to message 1 Forward 2 message 4 Return to Play Messages menu 1 to skip backward 3 seconds 2 to pause playback 3 to skip forward 3 seconds 4 to skip to beginning of message 6 to skip to end of message * Repeat menu # 4 To select more forwarding options, see Forwarding Options after Playing on the next page. 20

26 4. Voice Mail (continued) Forwarding Messages from Voice Mail Forwarding Options after Playing Messages To forward messages from the Voice Mail Main Menu, you must: Press 1 (play messages menu), as illustrated in Figure 9. Press 9 (hear additional options). Press 2 (forward message). Then choose from the options listed on the table below. Note: If you have an Enterprise Voice Portal, you can forward messages to others outside of your group but not to the entire group. Messages marked confidential cannot be forwarded. If you want to Then press And if want to Then press Change current introduction 1 Listen to introduction 2 Send message to specific group members Send message to entire group 4 Send message to distribution list 5 Select Distribution List Distribution List Menu Set or clear urgent indicator 6 Set or clear confidential indicator Return to play messages menu Repeat menu # 3 5 Select the number assigned to this distribution list 7 * 0 9 Return to previous menu * Repeat menu # Select another distribution list Review the selected distribution list Send the message 3 Return to the previous menu Repeat menu # 1 2 * 5 The option of forwarding to a distribution list is offered only if enabled. 21

27 4. Voice Mail (continued) Replying to a Message To reply to messages from the Voice Mail Main Menu you must: Press 1 (play messages menu), as illustrated in Figure 9. Press 1 (play or repeat messages, while playing messages). Press 9 (hear additional options). Press 1 (reply to message). Then choose from the options listed on the table below. If you want to Then press Reply Options Change current reply 1 Listen to current reply 2 Send reply 3 Set or clear urgent indicator 4 Set or clear confidential indicator 7 Return to the Play Messages menu * Repeat menu # 22

28 4. Voice Mail (continued) Figure 10: Voice Mail Main Menu Composing a Message At the main Voice Mail menu, press 2 (Compose a Message). You will be prompted to choose from the following options on the Compose a Message Menu, as illustrated in Figure

29 4. Voice Mail (continued) If you want to Then press And if want to. Then press Composing Options Change current message 1 Listen to current message 2 Send message to specific group member(s) 3 Send message to entire group 4 Send message to distribution list 6 Select Distribution List 5 Select the number assigned to this distribution list 0-9 Return to previous menu * Repeat menu # Distribution List Menu Select another distribution list 1 Review the selected distribution list 2 Send the message 3 Return to the previous menu * Repeat menu # Set or clear urgent indicator 6 Set or clear confidential indicator 7 Return to Voice Mail main menu * Repeat menu # 6 The option of sending a message to a distribution list is offered only if enabled. 24

30 4. Voice Mail (continued) Recording Busy Greetings Busy Greeting Options At the main Voice Mail menu (Figure 10), press 3 (Busy Greeting Menu). You will be prompted to choose from the following options on the Busy Greeting Menu, as illustrated in Figure 10. If you want to Then press Record new Busy Greeting 1 Listen to current Busy Greeting 2 Revert to system default Busy Greeting 3 Return to Voice Mail Main Menu * Repeat menu # Recording No Answer Greetings No Answer Options At the main Voice Mail menu (Figure 10), press 4 (No Answer Greeting menu). You will be prompted to choose from the following options on the No Answer Greeting Menu, as illustrated in Figure 10. If you want to Then press Record new No Answer Greeting 1 Listen to current No Answer Greeting 2 Revert to system default No Answer Greeting 3 Return to Voice Mail Main Menu * Repeat menu # Reference Customers who subscribe to the Auto Attendant feature can also load customized Auto Attendant greetings via the Voice Portal. For instructions, refer to Customizing Attendant Greetings using Online Feature Management or through the Voice Portal. 25

31 5. Calling Features: Transferring Calls, Forwarding, and More About Calling Features This section outlines the steps needed to activate XO VoIP Services Calling Features via any telephone handset, including flash hook calls for call transfer, three-way call, call transfer with consultation, and many other popular calling features. The calling features described in this section are arranged in alphabetical order for ready reference. A summary list of voice features and access codes appears in Section 2. Quick Reference. Prerequisites The calling features described in this section are all available at no additional charge for XO VoIP Services customers. To use these features, you must: Have access to a telephone, or If you are a group administrator, be able to access to Online Feature Management. How Calling Features Work Individuals enter feature access codes to activate certain features (e.g., *72 for Call Forwarding). You cannot change the code numbers used for Feature Access Codes. Some services require additional information (such as a phone number), but you are prompted for that information. Group administrators activate calling features using Online Feature Management. Refer to the table in Section 2. Quick Reference to see which features can be activated via which portal. How to Access Calling Features Individuals access the Voice Portal to activate calling features. Press the * key and the appropriate two-digit number (feature access code), followed by the # key. Some services require additional information (such as a phone number), but you are prompted for that information. See Section 2. Quick Reference for a List of Voice Features and Access Codes. Group Administrators access the individual s telephone number via Online Feature Management. At the individual s home page, click on Telephone Features. Call Forwarding Always Activation Call Forwarding Always Activation allows you to redirect all incoming calls to another phone number. To activate this feature, follow these steps: 1. Lift the telephone handset, and press the assigned code * Enter the phone number to which calls will be forwarded. 3. Replace telephone handset. The Call Forwarding Always service is on. You can also activate Call Forwarding from the Voice Portal. See Changing Call Forwarding in Section 3 of this Guide. 26

32 5. Calling Features (continued) Call Forwarding Always Deactivation Call Forwarding Always Deactivation turns this feature off. To deactivate this feature: 1. Lift the telephone handset, and press the assigned code * Replace telephone handset. The Call Forwarding Always service is off. You can also deactivate Call Forwarding from the Voice Portal. See Changing Call Forwarding in Section 3 of this Guide. Call Forwarding Busy Activation Call Forwarding Busy Activation enables you to redirect incoming calls to another phone number when incoming calls encounter a busy signal. To activate this feature: 1. Lift the telephone handset and press the assigned code * Enter the phone number to which calls will be forwarded when the phone is busy. 3. Replace the telephone handset. The Call Forwarding Busy service is on. Call Forwarding Busy Deactivation Call Forwarding Busy Deactivation turns this feature off. To deactivate this feature: 1. Lift the telephone handset and press the assigned code * Replace the telephone handset. The Call Forwarding Busy service is off. Call Forwarding No Answer Activation Call Forwarding No Answer Activation enables you to redirect calls to another phone number when an incoming call is not answered within three rings. To activate this feature: 1. Lift the telephone handset and press the assigned code * Enter the phone number to which call will be forwarded if the phone is not answered. Replace the telephone handset. The Call Forwarding No Answer service is on. Call Forwarding No Answer Deactivation Call Forwarding No Answer Deactivation turns this feature off. To deactivate this feature: 1. Lift the telephone handset and press the assigned code * Replace the telephone handset. The Call Forwarding No Answer service is off. 27

33 5. Calling Features (continued) Call Forwarding Remote Access With Remote Access to Call Forwarding (RACF), users can activate, deactivate, and program their Call Forwarding Always service from any phone via their Voice Portal. This feature may be particularly useful to users, such as sales reps, who travel extensively and want to access their calls remotely. To access this feature: 1. Dial your Voice Portal number. 2. Enter your own extension (last four digits of your phone number). 3. At the main Voice Portal menu, press 4 (change call forwarding options). 4. Refer to Figure 4: Voice Portal Main Menu and instructions for Changing Call Forwarding. Call Hold Call Hold enables you to hold a call for any length of time using a flash service. To activate this feature, follow these steps: 1. While engaged in one call, depress the flash-hook on the phone, and then press the assigned code *22. You can now make a second call, if desired. 2. To reconnect to the first call, depress the flash-hook and press the assigned code *22 again. Calling Line ID Delivery Blocking per Call Calling Line ID Delivery Blocking per Call enables you to restrict the public from seeing your phone number when making a call. To activate this feature: 1. Lift the telephone handset and press the assigned code * Dial the intended phone number. The call is placed and your calling line ID is not displayed. Calling Line ID Delivery per Call Calling Line ID Delivery per Call enables you to override Calling Line ID restrictions and always display your calling line ID, if available, regardless of whether or not it is blocked. To activate this feature: 1. Lift the telephone handset and press the assigned code * Dial the intended phone number. The call is placed and your calling line ID is displayed for this call. Call Park Call Park enables you to hold a call against a specific extension. The call can then be retrieved from the specified extension. To activate this feature: 1. Lift the telephone handset and press the assigned code * Enter the phone extension (last four digits of the phone number) on which the call is to be parked. 3. Replace the telephone handset. The call is parked at the indicated extension. 28

34 5. Calling Features (continued) Call Park Retrieve Call Park Retrieve enables you to retrieve a call that was parked. To activate this feature: 1. Lift the telephone handset. 2. Press the assigned code *88. The parked call is retrieved and you are connected to the call. Call Pickup Call Pickup enables you to pick up a call from the phone in your call pick-up group that has been ringing the longest. To activate this feature: 1. Lift the telephone handset. 2. Press the assigned code *98. The longest ringing phone in your call pick-up group is connected. Call Return Call Return enables you to return a call to the last party who called. To activate this feature: 1. Lift the telephone handset. 2. Press the assigned code *69. The last incoming telephone number is redialed. Call Transfer Call Transfer enables you to transfer a call to a third party. To activate this feature, follow these steps: 1. While engaged in a call to be transferred, depress the flash-hook to place the call on hold. 2. Enter the complete phone number or extension (last four digits of the phone number) of the party to receive the call, and then press # to signal the end of the phone number or extension. 3. Hang up the handset to drop out of the call and connect the other two parties. Call Transfer with Consultation Call Transfer with Consultation enables you to consult with the person to whom a call is being transferred before the call is transferred. To activate this feature, follow these steps: 1. While engaged in one call, depress the flash-hook to place the call on hold. 2. Enter the complete phone number or extension (last four digits of the phone number) of the party to receive the call, and then press # to signal the end of the phone number or extension. 3. Consult with the connected party. 4. Once the consultation is complete, depress the flash-hook again to transfer the original call to the third-party. 29

35 5. Calling Features (continued) Call Waiting Call Waiting enables you to answer a call while already engaged in another call. When a second call comes in, you hear a call waiting tone. To use the call waiting feature, follow these steps: 1. When the Call Waiting tone is heard, depress the flash-hook to connect to the waiting call. The original call is placed on hold. 2. To return to the original call and put the waiting call on hold, depress the flash-hook again. You can toggle between the two calls by depressing the flash-hook. The Call Waiting feature ends when one of the calling parties hangs up. Call Waiting Cancel Call Waiting Cancel disables call waiting for a single call. To use this feature: 1. Lift the telephone handset. 2. Press the assigned code *79. The Call Waiting service is turned off, enabling you to make an uninterrupted phone call, and the Call Waiting service is turned back on for the next outgoing call. Do Not Disturb Activation Do Not Disturb Activation enables you to restrict all incoming phone calls. Incoming calls hear a busy signal. To activate this feature: 1. Lift the telephone handset. 2. Press the assigned code *78. The Do Not Disturb Service is on. Your phone won t ring while this service is on. Do Not Disturb Deactivation Do Not Disturb Deactivation turns this feature off. To deactivate this feature: 1. Lift the telephone handset. 2. Press the assigned code *79. The Do Not Disturb Service is turned off. Last Number Redial Last Number Redial enables you to redial the last number that you called. To activate this feature: 1. Lift the telephone handset. 2. Press the assigned code *66. The last outgoing phone number is redialed. 30

36 5. Calling Features (continued) Speed Dial 8 Speed Dial 8 enables you to program as many as eight single-digit speed-calling codes. Speed-calling codes enable you to dial a speed-calling code to dial frequently dialed numbers quickly, or numbers that are hard to remember. To activate this feature: 1. Lift the telephone handset and press the assigned code * Dial the single-digit (2-9) code representing the phone number that you want to call. The speed number is dialed. Speed Dial 100 Speed Dial 100 enables you to program as many as 100 two-digit speed-calling codes. Speed-calling codes enable you to dial a speed-calling code to dial frequently dialed numbers quickly, or numbers that are hard to remember. To activate this feature: 1. Lift the telephone handset and press the assigned code * Dial the prefix and two-digit code representing the phone number that you want to call. The speed number is dialed. Three-Way Calling Three-Way Calling enables you to make a three-way call with two parties, in which all parties can talk to each other. To activate this feature: 1. While engaged in one call, depress the flash-hook on the phone. The initial call is held. 2. Enter the complete phone number or extension (last four digits of the phone number) for the third party, and then press # to signal the end of the phone number or extension. 3. When the call is connected, depress the flash-hook again. All parties are connected in a three-way call. 4. To drop the add-on party, depress the flash-hook again. Note: If either of the two other parties hangs up, your call with the remaining party is intact. If you hang up, the other two parties remain connected. Voice Mail Clear Voice Mail Clear MWI clears the Message Waiting Indicator (MWI). To use this feature: 1. Lift the telephone handset. 2. Press the assigned code *99. The message-waiting indicator is cleared. 31

37 5. Calling Features (continued) Using Online Feature Management to Configure Calling Features The group administrator may activate and/or configure many of the star code features listed above for individual users, using Online Feature Management (Figure 11). The procedure is outlined below. Step Action 1 From the left navigation bar, select User Phone Lines to access the individual s telephone number. 2 Select the appropriate user phone line. 3 At the individual user s page, click on Call Features to assign properties to available features. Figure 11: User s Phone Line Page - Call Features (1 of 2) Note: Voice Mail activation and Selective Call features are available only via Online Feature Management. 32

38 5. Calling Features (continued) Using Online Feature Management to Configure Calling Features (continued) Step Action 4 Click on the hyperlinked titles to expand the feature information (Figure 12). 5 6 To make changes to a feature, click on the feature name and additional information will drop down. To save changes, click on the Apply button. Figure 12: User s Phone Line Page - Call Features (2 of 2) 33

39 6. Inbound Call Routing & Hunt Groups: Making Sure Calls Get Answered About Inbound Call Routing & Hunt Groups No one likes to get a busy signal. With Online Feature Management, calls can be routed to the appropriate employee even when the dialed number is busy either of two ways: Inbound Call Routing This is a simple call routing sequence that allows the group administrator to assign multiple phone numbers to a call forward busy group. If any number in the Inbound Call Routing group is busy, the call will be forwarded to the next line listed in the series until it is answered, goes into voice mail, or the caller disconnects. Hunt Groups A Hunt Group automatically processes incoming calls received by a single phone number by distributing them among a group of users or agents. Calls are routed to an idle number of a group using a pre-selected pattern. A Hunt Group provides more functionality and flexibility than the simple solution of Inbound Call Routing. Prerequisites Inbound Call Routing and Hunt Groups are available at no additional charge for XO VoIP Services customers. To use Inbound Call Routing and Hunt Groups, the group administrator must: Be a designated group administrator with access to Online Feature Management Prearrange and predefine call routing sequences when services are ordered To use Hunt Groups, the group administrator must: Be a designated group administrator with access to Online Feature Management Place an order with XO Customer Care by calling (800) An administrator cannot create a new Hunt Group via Online Feature Management because a new telephone number is required, for which there is an additional charge. 34

40 6. Inbound Call Routing & Hunt Groups (continued) How to Access Inbound Call Routing From the left navigation bar, select Incoming Call Routing, to display the Inbound Call Routing Groups page (Figure 13), where you can add or edit Inbound Call Routing groups: Figure 13: Incoming Call Routing Page Editing Inbound Call Routing To edit an existing Inbound Call Routing group, click on one of the names under the Inbound Call Routing Name column Result: The Edit Incoming Call Routing screen displays (Figure 14). Figure 14: Edit Incoming Routing Page 35

41 6. Inbound Call Routing & Hunt Groups (continued) At the Add Incoming Call Routing screen (Figure 15), you can: Name or rename the Incoming Call Routing group. Assign users by adding or removing them from the Available Users list. Move Assigned Users up or down in the Inbound Call Routing queue. Figure 15: Add Incoming Call Routing Groups How to Access Hunt Groups From the left navigation bar in Online Feature Management, select Hunt Groups to display the Hunt Groups main page (Figure 16): Figure 16: Hunt Groups Main Page 36

42 6. Inbound Call Routing & Hunt Groups (continued) Options for Editing Hunt Groups Click on a Hunt Group name if you want to: Edit Hunt Group Profile Reset Voice Portal passcode for the Hunt Group pilot/main number Set personalized name for the Hunt Group Manage Voice Mail settings for Hunt Group pilot/main number Most often, you will select the first option (Edit Hunt Group Profile-Figure 17). Figure 17: Hunt Groups Main Page At the Edit Hunt Group page, the group administrator can: Assign Hunt Group names and Calling Line IDs. Determine Hunt Group policies or Queuing Schemes: Regular Sends calls to the users in the order listed, starting with the first person on the list. Circular Sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off. Uniform Routes calls to the lines that have been idle the longest. However, if a person receives a call that was not dialed through the Call Center pilot number, that will not be considered the most recent call. Simultaneous Rings all of the users in the listed group at the same time, and the first user to pick up the ringing phone is connected. Set up the number of rings or call forward number. Assign Hunt Group users. 37

43 7. Account Codes About This Feature Prerequisites How Account Codes Work Account Codes allow a group administrator to restrict inter-group calls to authorized users and track calls made outside the location by prompting users for a code. The feature can be helpful in deterring fraud because it prevents unauthorized users from making calls at the company s expense. Account codes can also be useful in tracking calls billed to clients (e.g., law offices). With verified account codes, calls are not connected unless the caller enters a valid code. With non-verified account codes, the entered account code is entered but not validated, and calls will be connected. For example, if there are 4 digits required in a non-verified account code, any 4 digits entered will be accepted, and the call will be completed. Emergency 911, extension dialing, and repair calls to 611 are never prompted for account codes. To use this feature, you must: Be a designated group administrator with access to Online Feature Management Request the Account Codes feature when you order services, or contact XO Customer Care at to order Account Codes at your service location Although verified account codes are a billable feature, there is no additional charge for non-verified account codes. XO Customer Care assigns account codes when you order XO VoIP Services, or you can order them later by calling Customer Care at The group administrator configures the Account Codes service via Online Feature Management. When configuring the service, the group administrator can: Activate the service by selecting verified or non-verified account codes Select the number of digits (between 2 and 14) of the account code Configure valid account codes (and optional descriptions) Select which users in the group are required to use Account Codes The Account Code service applies to all local, long distance (domestic and international) calls made for an assigned telephone line. 38

44 7. Account Codes: Deterring Fraud (continued) How to Access Account Codes From the left navigation bar in Online Feature Management (illustrated below), select Account Codes to display the Account Codes page (Figure 18), where you can Edit Account Codes: Figure 18: Account Codes Editing Account Codes At the Account Codes page (above), click on Edit Account Codes to display the Edit Account Codes screen (Figure 19), which is used for editing both verified and non-verified Account Codes: 39

45 7. Account Codes (continued) Editing Account Codes (continued) Figure 19: Edit Account Codes (1 of 2) In the Administration section above, you can: Select the type of Account Code Usage from the drop-down menu: Verified, Non-verified, or Deactivated. Select the Number of Digits (between 2 and 14) to be used for Account Codes. Note: Changing the number of digits in an Account Code to a lesser number (e.g., from 4 digits to 3) will delete the existing Account Codes. Using the Remove and Add buttons, move the telephone users between the Non-Restricted Users (don t have to dial an Account Code to make phone calls) and the Restricted Users (are required to dial a code to place a phone call). 40

46 7. Account Codes (continued) Editing Account Codes (continued) Figure 20: Edit Account Codes (2 of 2) In the Account Codes section (Figure 20), you can: Delete existing Account Codes by checking the box in the Delete column. Add new Account Codes by entering the number of digits (selected above) in the Code box. Note: Alternatively, Account Codes can be added by uploading a list. The Excel file must be formatted so that the Account Code value matches the number of digits configured in the Number of Digits field. Add a description of the new Account Code in the Description box. Click on the Add Account Code button to accept all Verified Account Codes. 41

47 8. Auto Attendant: Managing Incoming Calls About This Feature Prerequisites Also known as the automated receptionist, the Auto Attendant answers the phone and routes incoming calls. The Auto Attendant is considered another user and can: Have assigned services Receive calls from other users Transfer calls to other users Deflect calls to other users The Auto Attendant is integrated with XO VoIP Services and does not require any external third-party system. The group administrator can configure the Auto Attendant entirely through Online Feature Management with a few clicks of the mouse, including one-key dialing, name dialing, extension dialing, and operator dialing. This optional feature provides enterprises with a simple, powerful, and flexible tool to manage inbound calls and deliver them to the intended destination through interactions with the caller. The Auto Attendant is a billable feature and cannot be added through Online Feature Management. To use this feature, you must: Purchase this optional service. One location may have multiple Auto Attendants, and there is a charge for each additional Auto Attendant. Once the feature is provisioned by XO, the group administrator may access and activate, configure or deactivate the feature in Online Feature Management. Ways to Use This Feature The Auto Attendant can be used in conjunction with other XO VoIP Services (e.g., Call Center) to create customized solutions, addressing specific business needs. For example, you may choose to set up the Auto Attendant for the following purposes: Front-office attendant This attendant is the central ingress point for incoming calls and dispatches them to the intended destination via Inbound Call Routing capabilities. The group administrator configures profiles for business and afterhours. Multi-level attendants To ease caller navigation, there can be multiple attendants in a group (organized in a hierarchical fashion), as long as the phone numbers are assigned to the location where the Auto Attendant is deployed. Example: The highest-level attendant may offer a menu of departments (press 1 for sales, press 2 for marketing, etc), and each department can also have its own attendant, offering a menu of available functions or employees (press 1 for Joe in the East region, press 2 for Sam in the West region, etc.). 42

48 8. Auto Attendant (continued) Ways to Use This Feature (continued) Personal attendant If Joe is not available to take the call, the attendant invites the caller to leave a voice mail or transfer to an alternate destination. In this scenario, the group administrator configures voice mail to escape to a generic front-office attendant or to a personalized attendant with menu options specifically configured to address the call. Support Center s attendant This attendant can be configured to screen Support Center calls to help ensure that they are directed to the appropriate subject-matter expert (press 1 for a problem with phone, press 2 for assistance with a service, etc.) Customers may choose to have the Auto Attendant answer the phone and route incoming calls at all times, or only when no one is available to answer the phone. If you choose to have the auto attendant answer the phone at all times: Your XO VoIP location main number will be the Auto Attendant pilot number, or You may set your XO VoIP location main number to Call Forward Always to the Auto Attendant pilot number at all times. If you choose to have the Auto Attendant answer the phone and route incoming calls only at certain times: You may set your XO VoIP location main number to Call Forward to the Auto Attendant pilot number when no one is available to answer the phone and then un-forward when you no longer wish to have the Auto Attendant answer calls, or You may choose a preconfigured Time Schedule from the drop-down menu. The Auto Attendant will play the Business Hours greeting during the designated Time Schedule, and will play the After Hours greeting outside of the designated Time Schedule. If a Holiday Schedule is also selected, the Auto Attendant will play the After Hours greeting during the holiday, instead of the Business Hours greeting. In order to use Times Schedules and/or Holiday Schedules with your XO VoIP Auto Attendant, the schedules must be set up prior to configuring the Auto Attendant by selecting Holiday and Time Schedules from the left navigation bar. 43

49 8. Auto Attendant (continued) How Auto Attendant Works A caller reaches the Auto Attendant by dialing an associated phone number or an extension. Once connected to the Auto Attendant, the caller hears a greeting providing a menu of options to determine call routing. The menu is configurable by the designated group administrator and can provide up to nine caller options including: One-key dialing The caller presses a pre-defined push-button key to reach a particular phone number or extension within the XO VoIP service locations. Operator dialing The caller presses a pre-defined push-button key to reach an operator. Name dialing The caller spells the name of the intended party through the numerical push-button keypad. Upon identifying a unique match, the caller hears the name of the called party and is transferred. Users have the ability to record their name for playback when a caller dials by name or extension. Extension dialing The caller enters the extension of the intended party through the numerical, DTMF (dual-tone multi-frequency), push-button keypad. Upon collecting the full extension, the caller hears the name of the called party and is transferred. The XO default is a 4-digit number for extension dialing. How to Access Auto Attendant From the left navigation bar in Online Feature Management, select Auto Attendants to display the Auto Attendants page (Figure 21). This page shows you which ones are active and lists the names of all the current Auto Attendants. Figure 21: Auto Attendants Page Activating / Deactivating Auto Attendant Configuring or Editing the Auto Attendant To activate or deactivate the Auto Attendant, access the Auto Attendants page (above), click or unclick the Active check box, and then click Save. To configure or edit the Auto Attendant, select it from the Name column to display the Edit Auto Attendant (configuration) page (Figure 22). 44

50 8. Auto Attendant (continued) Configuring or Editing the Auto Attendant Use the Edit Auto Attendant page to modify the Auto Attendant settings: Figure 22: Edit Auto Attendant Configuration Page (1 of 3) In the Profile section, the group administrator: Can assign the Auto Attendant Name, which identifies the Auto Attendant within Online Feature Management. Cannot edit the Telephone Number (assigned by XO) to call to reach the Auto Attendant. Can edit the Calling Line ID Last Name, which is the last name of the Auto Attendant, as it will appear for outgoing Caller ID purposes. Can the Calling Line ID First Name, which is the first name of the Auto Attendant, as it will appear for outgoing Caller ID purposes. Cannot edit the Location to which the Auto Attendant is assigned. This location is set up by XO when service is ordered. Can edit the Department for the Auto Attendant. 45

51 8. Auto Attendant (continued) Configuring or Editing the Auto Attendant (continued) Figure 23: Edit Auto Attendant Configuration Page (2 of 3) On the Edit Auto Attendant Configuration page (Figure 23), in the Options section, the group administrator can: Set the Time Zone for business and holiday hour scheduling. Select the time zone that matches the Auto Attendant location. Restrict Name Dialing to Department. If checked, callers are restricted to dialing by department. Some organizations prefer to allow only dialing by department to prevent callers from dialing the company s senior management (CEOs, Presidents, etc.) by name. If not checked, the entire company is open to dialing by name. Select Name Dialing Entries to indicate how callers must enter the name of the person they want to reach. The group administrator may elect to allow name dialing from a combined FirstName-LastName in addition to the default LastName- FirstName list. 46

52 8. Auto Attendant (continued) Figure 24: Edit Auto Attendant Configuration Page (3 of 3) On the Edit Auto Attendant Configuration page (Figure 24), in the Schedules section, the group administrator can: Set a unique Time Schedule for the Auto Attendant by selecting a pre-configured schedule. If time schedules are not listed, they can be created at the Holiday &Time Schedules page, accessed from the left navigation bar. Alternately, the group administrator can select the default All Day Every Day time schedule option if the same greeting is to be used at all times. Set Holiday Schedule for the Auto Attendant by selecting a pre-configured schedule. Online Feature Management does not preset any holidays. If holiday schedules are not listed, they can be created at the Holiday & Time Schedules page, accessed from the left navigation bar. Click on Business Hours Menu Options to expand and display the menu for business hours or to expand and display the menu for after hours. 47

53 8. Auto Attendant (continued) Configuring Business Hours Menu When configuring the Auto Attendant Business Hours Menu Options (Figure 25), the group administrator can select a greeting and configure the prompts to be used during business hours. The group administrator may use the default greetings or may upload a new greeting. Please see the sections below for the default greeting scripts and instructions for creating and uploading a new, customized portal greeting. The Key describes the numeric key on the dial pad to which the group administrator assigns the actions. The Description is the optional description of the menu action, to be used as an internal reference by the group administrator. The group administrator can configure one or more of the following Actions : Exit: ends the call after a prompt that says Thank You for calling Extension Dialing: allows the caller to dial by extension Name Dialing: allows the caller to dial by name Transfer to Operator: transfers with prompt Please wait while your call is transferred to the operator Transfer with Prompt: transfers with prompt Please wait while your call is transferred Transfer without Prompt If a transfer action is selected, a telephone number field will be displayed. When the action transfers a call, a number must be specified. A * feature code or a Voice VPN location code and extension number may be entered. The number may be internal to the XO VoIP location, or an external or mobile number. If the action transfers the call to a location outside of the XO VoIP location, long distance charges may apply. Figure 25: Business Hours Menu Options 48

54 8. Auto Attendant (continued) Configuring After Hours Menu When configuring the Auto Attendant After Hours Menu Options (Figure 26), the group administrator can select a greeting and configure the prompts to be used during business hours. The group administrator may use the default greetings or may upload a new greeting. Please see sections below for the default greeting scripts and instructions for creating and uploading a new, customized greeting. The Key describes the numeric key on the dial pad to which the group administrator assigns the actions. The Description is the optional description of the menu action, to be used as an internal reference by the group administrator. The group administrator can configure one or more of the following Actions : Exit ends the call after a prompt that says Thank you for calling Extension Dialing: allows the caller to dial by extension Name Dialing: allows the caller to dial by name Transfer to Operator: transfers with prompt Please wait while your call is transferred to the operator Transfer with Prompt: transfers with prompt Please wait while your call is transferred Transfer without Prompt If a transfer action is selected, a telephone number field will be displayed. When the action transfers a call, a number must be specified. A * feature code or a Voice VPN location code and extension number may be entered. The number may be internal to the XO VoIP location, or an external or mobile number. If the action transfers the call to a location outside of the XO VoIP location, long distance charges may apply. Figure 26: After Hours Menu Options 49

55 8. Auto Attendant (continued) Saving Auto Attendant Settings To save the settings, press the Continue command button. A confirmation screen displays. To continue with the changes, select Apply. To adjust the proposed changes, select Edit. To back out of all changes, select Cancel. Default Auto Attendant Greetings Customizing Attendant Greetings using Online Feature Management or through the Voice Portal Default greeting without first-level extension dialing: o Welcome. Your call is being answered by an automated attendant o If you know your party s extension, press 1 o To use our automated name directory, press 2 o If you would like to speak with an operator, press 0 o Thank you for calling Default greeting with first-level extension dialing: o Welcome. Your call is being answered by an automated attendant. If you know the extension of your party you are trying to reach, dial it now. To use our automated name directory, press 2. If you would like to speak with an operator, press 0. Thank you for calling. Default After Hours greeting: o Welcome. Our offices are now closed o If you know your party s extension, press 1 o To use our automated name directory, please press 2 o Thank you for calling Customers who subscribe to the optional Auto Attendant feature can also upload customized Auto Attendant Greetings in Online Feature Management. Instructions for recording and uploading.wav files can be found in Section 11. Alternately, customers may record Auto Attendant greetings via the Voice Portal. Use the following steps to upload a Business Hours greeting or After Hours greeting using the Voice Portal. Step Action 1 Dial your Voice Portal number. 2 You can make changes to Auto Attendant greetings from any phone. Are you making changes from a phone with XO VoIP Services service? If yes, then press * and go to step 3. If no, go to step 3. 3 Enter your Voice Portal extension (last four digits of phone number). 4 Enter your passcode (default is Voice Portal extension), followed by the # key. 50

56 8. Auto Attendant (continued) 5 Press 1 to change Auto Attendant greeting. Note: For multiple Auto Attendants, enter Attendant extension (last four digits of phone number), then press the # key. 6 Select from the following options to load a Business Hours greeting or After Hours greeting. Auto Attendant Greeting Options If you want to Then press And if want to. Then press Load a Business Hours Greeting 1 Record new Greeting Note: Must be no longer than 5 minutes Listen to new greeting 2 1 Load an After Hours Greeting Revert to default greeting 3 Return to previous menu * Repeat menu # 2 Record new Greeting Note: Must be no longer than 5 minutes Listen to new greeting 2 Revert to default greeting 3 Return to previous menu * Repeat menu # 1 51

57 9. Call Centers: Serving Your Customers About This Feature The XO VoIP Services Call Center is an optional service that enables business groups to set up a basic Call Center via Online Feature Management. With this service, a business can establish technical assistance lines, customer support numbers, or ordertaking centers that serve their customers. The Call Center service provides a complete, business-ready application with enhanced call handling features, such as queuing, music on hold, and agent login/logout control. One or more Call Centers may be assigned to different departments, and the group administrator may request an at the end of the day, displaying statistics that monitor the performance of Call Centers and track the performance of individual agents. Prerequisites Call Centers are a billable feature and cannot be added through Online Feature Management. To have a Call Center, you must: Be a designated group administrator with access to Online Feature Management Purchase this optional service when you order services, or place an order with XO Customer Care by calling (800) To use Voice Mail with Call Center, Voice Mail must be ordered separately for the Call Center application. You can access Call Center Voice Mail via the Voice Portal. How a Call Center Works A Call Center automatically processes incoming calls received by a single phone number by distributing them to the next available agent. Call Centers inherit all of the characteristics of Hunt Group service and are also provided with sophisticated callhandling features, including: Uniform distribution of incoming calls to the available agents Queuing of the incoming calls that cannot be answered immediately Overflow to a given destination when the group is unable to accept calls No-answer policy to redirect a call to the next agent if not answered in a specific number of rings by the previous agent Music on hold, comfort messages, and personalized names. The group administrator uploads a customized.wav file to be broadcast and then loads the file from Online Feature Management, using the Browse function. 52

58 9. Call Centers (continued) How to Access Call Centers From the left navigation bar in Online Feature Management, select Call Centers to display the Call Centers page (Figure 27). This page shows you which ones are active and lists the names of the current Call Centers. Figure 27: Call Centers Page Activating / Deactivating a Call Center To activate or deactivate a Call Center, access the Call Centers page, click/unclick the Active checkbox (above), and then click Save. Call Center Options At the Call Centers page (above), click the Call Center Name and then use this table as a quick reference to find the Call Center option you want: If you want to Edit Call Center Profile Reset Voice Portal passcode View/Edit announcements Set a personalized name View statistics Then refer to that option in this section. Editing a Call Center Profile Resetting the Voice Portal Passcode for a Call Center Viewing and Editing Call Center Announcements Setting a Personal Name 9. Call Centers (continued) Viewing Call Center Statistics via Follow these steps to receive Call Center Result: The selected Call Center page displays, listing the options above. 53

59 9. Call Centers (continued) Editing a Call Center Profile At the selected Call Center page, click on Edit Call Center profile to display the Edit Call Center profile (Figure 28). Use the Call Center profile page to add or modify attributes for a Call Center. Figure 28: Edit Call Center Profile (1 of 3) Call Center Settings From the Edit Call Center Profile page, in the Basic Settings section, the group administrator: Can edit the Name to appear in the Call Center list in Online Feature Management. Cannot edit the Phone Number (assigned by XO) for calling into the Call Center application. Can edit the Calling Line ID Last Name, which is the last name of the Call Center, as it will appear for outgoing Caller ID purposes. Can edit the Calling Line ID First Name, which is the first name of the Call Center, as it will appear for outgoing Caller ID purposes. Cannot edit the Location, which is set up by XO when service is ordered. Can edit the Department to facilitate dialing by name. If departments are not listed, they must be created. The department will determine business and holiday schedules. Can select a Queuing Scheme to set the inbound call routing/hunting policy (circular, regular, simultaneous, or uniform). For details, see Options for Editing Hunt Groups. 54

60 9. Call Centers (continued) Call Center Settings (continued) On the Edit Call Center page, in the Call Center Settings section (Figure 29), the group administrator can: Enable music on hold for queued calls. A custom.wav file may also be provided. For details, see Section 11. Sound (.wav) Files: Greeting Callers on Hold. Play comfort message, customized for customers while they are on hold. This usually interrupts the music and announces your message. The message is provided using a.wav file. For details, see Section 11. Sound (.wav) Files: Greeting Callers on Hold Specify queue length; that is, the number of calls waiting in line for the next available agent. Set by the group administrator, queue length depends on the number of agents available and company policy. Specify time between comfort tones to set the frequency at which callers will hear the comfort message. The default is 30 seconds but can be increased, depending on the size of the queue. Figure 29: Call Center Profile Page (2 of 3) 55

61 9. Call Centers (continued) Figure 30: Call Center Profile Page (3 of 3) Call Center Settings (continued) On the Edit Call Center Page, in the No Answer Settings section (Figure 30) the group administrator can: Enable No Answer Timeout, which forwards an unanswered call to the next user in the queue list. Set the Number of rings before moving to the next number in the queue. The caller will hear all of the rings. Set Calls Forward to, which forwards unanswered calls to a specific phone number, rather than another number in the queue. In the Available Users section, the group administrator can: Use the Add and Remove button to add/remove names from the Available Users box to/from the Assigned Users box. All of the users listed in the Assigned Users box will receive calls from this Call Center. Use the Move Up and Move Down buttons to change a user s position on the list. 56

62 9. Call Centers (continued) Saving Call Center Settings Resetting the Voice Portal Passcode for a Call Center To save the settings, press the Continue button. A confirmation screen displays. To continue with the changes, select Apply. To adjust the proposed changes, select Edit. To back out of all changes, select Cancel. This option allows you to reset the Voice Portal passcode for the Call Center pilot number. When you change the passcode on the Call Center page, that passcode is automatically changed for other location services, including Hunt Groups and Auto Attendant. It does not change the passcode for any individual telephone line or user. The owner of this telephone line will need to permanently reset the passcode via the Voice Portal. Follow these steps to reset the Voice Portal Passcode for a Call Center: Step 1 Action At the selected Call Center page, click on the reset the Voice Portal passcode (Figure 31). Figure 31: Call Center Page Reset Voice Portal Passcode 2 At the Reset Voice Portal Passcode Page (Figure 32), you can enter the new passcode (4 to 8 numeric digits) I the New Passcode field. Figure 32: Reset Voice Portal Passcode Page 3 Do you want to save the new passcode? If yes, click the Apply button. Passcode saved successfully displays. If no, click the Cancel button. 57

63 9. Call Centers (continued) Viewing and Editing Call Center Announce ments The Announcements page allows you to customize the voice prompts that are played to callers waiting in the queue. You can select the source of the announcements played to callers when their calls are answered (Entrance Message) and when calls are placed in the queue (Periodic Comfort Message, Music on Hold). Follow these steps to view and/or edit announcements: Step Action 1 At the selected Call Center page, click on View/Edit Announcements (Figure 33) Figure 33: View/Edit Announcements This displays the Edit Announcements page (Figure 34) Figure 34: Edit Announcements Page 2 At the Edit Announcements page, click on the New announcement option button. 3 Do you know the path and filename for the message file? If yes, type the path and filename in the text box. If no, click the Browse button to search for it using Windows. 4 Are the specified path and filename for the announcement correct? If yes, click the Apply button. Call Center saved successfully displays to show that the change is complete. If no, click the Cancel button. 58

64 9. Call Centers (continued) Setting a Personal Name The Personalized Name page allows you to upload an audio.wav file to use as your name for Auto Attendant and Voice Mail. For example, You ve reached the mailbox of John Doe in the Marketing Department. Once the.wav file is uploaded, you can also add others or change the audio file that contains the designated name for the Call Center. Follow these steps to set the personalized name: Step Action 1 At the selected Call Center page, click on Set personalized name (Figure 40) Figure 40: Call Center Set Personalized Name This displays the Personalized Name page (Figure 41). Figure 41: Set Personalized Name Page 2 Do you want to Enable the personalized name? If yes, click on the Enable check box. The File field displays. If no and you want to disable the personalized name feature, uncheck the Enable box (or leave blank) and go to step 3. 3 Do you know the path and filename for the personalized name file? If yes, type the path and filename in the text box. If no, click the Browse button to search for it using Windows. 59

65 9. Call Centers (continued) Call Center Daily Statistics 4 Are the specified path and filename correct? If yes, click the Apply button. Personalized name saved successfully displays to show that the change is complete. If no, click the Cancel button. The group administrator can also receive an at the end of the day displaying the Call Center daily statistics (for current and previous day). The reporting period is viewable in 15-, 30-, or 60-minute increments, and the on-screen report can be ed to one or two addresses. A variety of statistics are provided to monitor performance of Call Centers, such as: Average number of agents busy Average hold time before call loss Statistics are also provided to track individual agent performance, such as: Average time an agent spends on calls Amount of time each agent is logged on and idle Number of calls processed by each agent 60

66 9. Call Centers (continued) Viewing Call Center Statistics via Follow these steps to receive Call Center statistics via Step Action 1 At the selected Call Center page, click on View statistics (Figure 42) Figure 42: Call Center Page View Statistics This displays the View Statistics Page (Figure 43). Figure 43: Set Up View Statistics Page 2 Click on the Enable daily report check box. 3 Click the drop-down list box to select the Reporting Period (15, 30, or 60 minutes). 4 To set up preferences for the report, type the addresses of up to two recipients in the Send Report To box. 5 Do you want to save the report specifications? If yes, click the Apply button. Call Center saved successfully is displayed to show that the change is complete. If no, click the Cancel button. 61

67 10. Voice VPN: Connecting Offices About This Feature XO VoIP Services Voice VPN (Virtual Private Network) is a private dial plan that connects branch offices, HQ, and remote employees, enabling site-to-site voice services. Using simplified dial patterns, users within an enterprise can call each other by dialing the appropriate location code and extension. Thanks to the XO IP Network, Voice VPN delivers increased security, a wide range of applications, and enhanced performance. Other business benefits include: Reduced costs Voice VPN can help reduce telecom costs while providing enhanced voice services across locations and among employees. Efficiency Multi-location businesses can establish and automatically manage private dial plans for intra-company call routing. Convenience Users can call each other simply by dialing the appropriate location code and extension (e.g., ). Prerequisites To use this feature, you must: Be a designated group administrator with access to Online Feature Management Purchase this optional feature when you order services, or Contact XO Customer Care at (800) to initiate Voice VPN service at your location(s) How Voice VPN Works After the Voice VPN is provisioned, the group administrator assigns a Voice VPN location code (up to 15 characters, excluding the single digit 9 which is restricted) to each location. The group administrator must assign or change the location dialing code for each location via the Online Feature Management tool. Select Locations from the left navigation bar. 1) Under Edit Location, General: 2) Location Dialing Code: select On, free form field will appear, enter a location code (up to 15 characters, excluding the single digit 9 which is restricted) (Insert new Fig 22) for steps 1 & 2. Repeat these steps for each location for which you want to enable the Voice VPN feature. The following example explains how Voice VPN works. Example: Voice VPN in Two Locations In this example, an XO VoIP Services customer has offices in New York City and Santa Monica, CA, and the Voice VPN is set up between the locations: New York City Voice VPN Location Code 1 New York user A, New York user B, New York user C, New York user D, New York user E, Santa Monica Voice VPN Location Code 2 Santa Monica user A, Santa Monica user B, Santa Monica user C, Santa Monica user D, Santa Monica user E, For a caller in New York to reach user C in Santa Monica via the Voice VPN, the New York employee simply dials (Location Code 2, plus 3333 for user C s extension). 62

68 10. Voice VPN: Connecting Offices (continued) Transferring a Voice VPN Call Transferring a Voice VPN call to a user at another location is easy: Step Action 1 Press the flash hook. 2 Dial the other user s location code and extension. 3 Wait for the call to connect. 4 Press the flash hook again. 5 Hang up. How to Access Voice VPN The group administrator accesses and manages the location codes for Voice VPN online via the XO Online Feature Management tool. 63

69 11. Sound (.wav) Files: Greeting Callers on Hold About This Feature With XO VoIP Services Auto Attendant Call Center and Voice Mail Greetings, a group administrator can customize sound (.wav) files to greet callers, rather than use the default versions provided by XO Communications. The customized audio file may contain music on hold, personal greetings, comfort messages, advertising, and more. Prerequisites To use this feature, you must: Be a designated group administrator who can upload audio files via the XO Online Feature Management tool Have an audio conversion program, plus a.wav file to upload There is no additional charge for this feature. How Sound Files Work The group administrator records and/or converts the existing file to a.wav file so it can be supported by XO VoIP Services, and then loads the file from Online Feature Management, using the Browse function. Converting the Audio File To convert and load an existing audio.wav file so it can be supported by XO VoIP Services, follow these steps: Step Action 1 Load the.wav file into an audio conversion program of your choice. 2 In menu Effect_Resample, select 8000 Hz. 3 In menu File_Save As, select ulaw Mono in Attributes. 4 Save File. 64

70 11. Sound (.wav) Files: Greeting Callers on Hold Uploading the Audio File Step Action 1 Upload the file from Online Feature Management under the appropriate area (Call Center Auto Attendant or Voice Mail Greetings). To upload Voice Mail Greetings: Under User Phone Lines, select user, under Voice mail General Settings, select Greetings (Figure 44). Figure 44: User Phone Lines Voice Mail General Settings 65

71 11. Sound (.wav) Files: Greeting Callers on Hold This displays the Messaging Page, where you may upload your greeting (Figure 45). Recording a Personal Greeting or Announcement with a PC Figure 45: Messaging Upload Greeting Will you be using one of the following sound recorders? Windows 98 Sound Recorder Windows 2000 Sound Recorder Windows NT Sound Recorder Windows XP Sound Recorder If yes, then follow the procedures in the four tables below to record a personal greeting or announcement. If no and you are using a different sound recording product, then the required format for recordings is as follows: CCITT u-law 8.000kHz 8 bit Mono.wav file type 66

72 11. Sound (.wav) Files: Greeting Callers on Hold Windows 98 Sound Recorder Follow these instructions to record music on hold, a personal message, or greeting using the Windows 98 Sound Recorder: Making the Recording Checking the Recording Step 1 Click Start in the Windows task bar. Action 2 From the menu, select Programs, then Accessories, then Entertainment, and finally Sound Recorder. Note: Your sound recorder may be located in a different file, or your default sound recorder may not be Windows 98. Please note the required format for your greetings below, and follow the instructions for your specific sound recording product. 3 Make the setting selections. Click Properties from the File menu. Result: The Properties Sound window displays. 4 Click Convert Now, and then click OK. Result: The Sound Selection screen displays. 5 Select CCITT u-law from the Format list. 6 Under Attributes, select khz, 8 bit Mono, and click OK. Note: You may want to save this format at this point, so that you can easily select it in the future. 7 On the Properties for Sound dialog, click OK. 8 Click Record on the sound recorder. Speaking clearly into your PC microphone, record your message. When you have finished, click Stop. Step 1 Do you want to listen to your message? If yes, then click Play. If no, then go to the next step. 2 Do you want to listen to your message? If yes, then click Play. If no, then go to the next step. Action 3 Are you satisfied with your message? If yes, select Save As from the File menu, and type the desired name of your recording in the File Name field. Remember the file location and file type (.wav file). If no, then record it again. 4 Are you ready to Save the sound recording? If yes, the click OK. If no and you want to exit without saving, click Cancel. 67

73 11. Sound (.wav) Files (continued) Windows 2000 Sound Recorder If you are using the Windows 2000 Sound Recorder, follow these instructions to record music on hold, a personal message, or greeting: Making the Recording Checking the Recording Step 1 Click Start in the Windows task bar. Action 2 From the menu, select Programs, then Accessories, then Entertainment, and finally Sound Recorder. Note: Your sound recorder may be located in a different file, or your default sound recorder may not be Windows Please note the required format for your greetings below, and follow the instructions for your specific sound recording product. 3 Click Record on the sound recorder. Speaking clearly into your PC microphone, record your message. When you have finished, click Stop. Step 1 Do you want to listen to your message? If yes, then click Play. If no, then go to the next step. 2 Are you satisfied with your message? If yes, click OK. If no, then record it again. 3 Click Change to modify the settings. Action 4 From the Format list, select CCITT u-law. 5 Under Attributes, select khz, 8 bit Mono and click OK. Note: You may want to save this format at this point, so that you can easily select it in the future. 6 On the Properties for Sound dialog, click OK. 7 When you are satisfied with your message, select Save As from the File menu. Name your sound file as.wav file type. 8 In the File name field, type the desired name of your recording. 9 Are you ready to Save the sound recording? If yes, the click OK. If no and you want to exit without saving, click Cancel. 68

74 11. Sound (.wav) Files (continued) Windows NT Sound Recorder Follow these instructions to record music on hold, a personal message, or greeting if you are using the Windows NT Sound Recorder: Making the Recording Checking the Recording Step 1 Click Start in the Windows task bar. Action 2 From the menu, select Programs, then Accessories, then Entertainment, and finally Sound Recorder. Note: Your sound recorder may be located in a different file, or your default sound recorder may not be Windows NT. Please note the required format for your greetings below, and follow the instructions for your specific sound recording product. 3 From the Edit menu, select Audio Properties. 4 Under Preferred quality, click the Customize button. Result: The Customize dialog displays. 5 From the Format list, click the drop-down arrow to select CCITT u-law. 6 Under Attributes, click the drop-down arrow to select khz, 8-bit Mono. Note: You may want to save this format at this point, so that you can easily select it in the future. 7 On the Customize dialog, click OK. 8 On the Audio Properties dialog, click OK. 9 Click Record on the sound recorder. Speaking clearly into your PC microphone, record your message. When you have finished, click Stop. Step 1 Do you want to listen to your message? If yes, then click Play. If no, then go to the next step. 2 Are you satisfied with your message? If yes, click OK. If no, then record it again. Action 3 When you are satisfied with your message, select Save As from the File menu. Name your sound file as.wav file type. 4 In the File name field, type the desired name of your recording. 5 Are you ready to Save the sound recording? If yes, the click OK. If no and you want to exit without saving, click Cancel. 69

75 11. Sound (.wav) Files (continued) Windows XP Sound Recorder If you are using the Windows XP Sound Recorder, then follow these instructions to record music on hold, a personal message, or greeting Making the Recording Checking the Recording Step 1 Click Start in the Windows task bar. Action 2 From the menu, select Programs, then Accessories, then Entertainment, and finally Sound Recorder. Note: Your sound recorder may be located in a different file, or your default sound recorder may not be Windows XP. Please note the required format for your greetings below, and follow the instructions for your specific sound recording product. 3 In the Sound Recorder task bar, click File, then Properties. Result: The Properties for Sound window displays. 4 On the Details dialogue, choose All formats and click Convert Now. Result: The Sound Selection dialog displays 5 On Format under Sound Selection, scroll to the top of the menu, and choose CCITT u-law. 6 On Attributes, choose khz, 8-bit Mono 7kb/sec. Note: You may want to save this format at this point, so that you can easily select it in the future. 7 On the Sound Selection dialog, click OK. 8 Click Record on the sound recorder. Speaking clearly into your PC microphone, record your message. When you have finished, click Stop. Step 1 Do you want to listen to your message? If yes, then click Play. If no, then go to the next step. Action 2 Are you satisfied with your message? If yes, click OK. If no, then record it again by clicking on fast backward, then click Edit, and select delete from current position. 3 When you are satisfied with your message, select Save As from the File menu. Name your sound file as.wav file type. 4 In the File name field, type the desired name of your recording. 5 Are you ready to Save the sound recording? If yes, the click OK. If no and you want to exit without saving, click Cancel. 70

76 12. Automatic Call Routing About Automatic Call Routing Automatic Call Routing is a business continuity failover feature. You may use this option to automatically redirect an incoming call to an alternate number in the event of an unforeseen interruption in service. This enables you to continue to communicate with employees, customers and partners. With Automatic Call Routing, you gain optimal performance by managing consistent uptime. Prerequisites You may choose a mobile, home, PBX main or other dedicated number as your alternate number. In addition, you may control your routing preferences through the Online Feature Management section of the XO Business Center. You may change the failover number at anytime, and the change is immediately effective. To use this feature, you must: Be a designated group administrator with access to Online Feature Management Purchase this optional feature when you order services, or Contact XO Customer Care at (800) to initiate Voice VPN service at your location(s) How it Works An XO VoIP number or Direct Inward Dialing (DID) number is considered unreachable when the Internet Access Device (IAD) does not respond to an incoming call after 1 ring (6 seconds), or an XO server does not have a registered endpoint recorded for the DID or telephone number associated with the IAD receiving the incoming call. When ordered, XO provisions Automatic Call Routing so that it is available for all telephone numbers or DID numbers at that XO VoIP location. There are a few restrictions. International numbers, restricted use numbers such as 911, or any number that does not contain 10 digits are not allowed to be used as alternate numbers. Selective Call Forwarding and Call Forward always will take precedence over Automatic Call Routing if either is configured on the impacted XO VoIP number. In addition, ACR will not phone on a busy phone condition. If the user s phone is busy, the line is not considered unreachable and the Call Forward Busy setting is used (if available). Call Forward No Answer and Automatic Call Routing will not be triggered in the same instance. 71

77 12. Automatic Call Routing How to Access Automatic Call Routing From the left navigation bar in Online Feature Management, select Automatic Call Routing (Figure 46). Figure 46: Accessing Automatic Call Routing Setting Up Automatic Call Routing At the Automatic Call Routing page (Figure 47), In the field Name or Forward, give the forward an identifying name. There is no limit to the number of Automatic Call Routing groups. In the field Incoming calls will be forwarded to phone number, provide the phone number to which calls should forward during an out-of-service situation. International numbers, and special use numbers such as 911, are not permitted. In the drop down box of phone numbers, select the phone numbers to be included in the Automatic Call Routing Group. Use the Add and Delete buttons to adjust the numbers shown in the Selected Numbers field. Figure 47: Setting Up Automatic Call Routing 72

78 13. Configurable Calling Line ID Configurable Calling Line ID Configurable Calling Line ID (CCLID) allows you to change your outgoing calling line ID to be any other telephone number assigned to your VoIP service. You may change the outgoing calling line ID for one or more of the telephone numbers at any of your XO VoIP locations. Accessing Configurable Calling Line ID Figure 48: Accessing Configurable Calling Line ID Creating a New Configurable Calling Line ID To access Configurable Calling Line ID (Figure 48), use the navigation at the left side of Online Feature Management to select Configurable Calling Line ID. Next, at the line that reads Configurable Calling Line ID Number, select the number you wish to change from the drop-down menu, and click Edit. At the Configurable Calling Line ID page (Figure 49), Configurable Calling Line ID must be turned on using the On button to change the outgoing calling line ID number. Select the outgoing calling line ID number from the drop-down menu. This is the number that will be used for all numbers added to this Configurable Calling Line ID. Figure 49: Edit Configurable Calling Line ID 73

79 13. Configurable Calling Line ID (continued) Create Configurable Calling Line ID Next, you must confirm your newly Configured Calling Line ID. Click Confirm. (Figure 50) Figure 50: Create Configurable Calling Line ID Edit Configurable Calling ID To edit a Calling ID Number from the Configurable Calling Line ID page (Figure 51) make sure that the Configurable Calling Line ID button is On. Select the outgoing calling line ID number from the drop-down menu. This is the number that will be used for all numbers added to this Configurable Calling Line ID. Figure 51: Edit Configurable Calling Line ID 74

80 13. Configurable Calling Line ID (continued) Edit Configurable Calling Line ID Once the Configurable Calling Line IDs are created, the numbers are displayed at the bottom of the Configurable Calling Line ID screen. Click Edit to load the Configurable Calling Line ID in the window and make changes to add or delete numbers. Use the checkboxes in the Select column to select the numbers that will be part of this Configurable Calling Line ID. The Add and Add All buttons will move numbers to the Selected Numbers column. To remove numbers, highlight them and use the Delete and/or Delete All buttons. Note: Customers can create multiple Configurable Calling Line ID configurations per location. When ready, click Apply to apply your changes. (Figure 52) Figure 52: Edit Configurable Calling Line ID Once you Apply your changes to add or delete numbers, you will see a confirmation screen. Click Confirm to continue. (Figure 53) Figure 53: Confirm Updated or Deleted Configured Calling Line ID 75

81 13. Configurable Calling Line ID (continued) Turning Off Configurable Calling Line ID To turn off the configurable calling line ID, you must select the Off button. Then select the Edit link for one of the activated configured calling line IDs in the list on the bottom of the page. When you click Apply, the configured calling line ID and the associated list of telephone numbers will be deleted and the outgoing calling line ID for each number will revert to the default number assigned. (Figure 54) Figure 54: Turning Off Configured Calling Line ID 76

82 14. Holiday and Time Schedules Holiday and Time Schedules This area of Online Feature Management allows you to create global holiday and time schedules for your company. These are useful when you subscribe to features such as Selective Call Acceptance, Rejection and Forwarding and Auto Attendant. After creating a holiday or time schedule, you must edit the appropriate feature to apply it. To view personal time schedules for individual users, go to the left navigation bar of Online Feature Management and select User Phone Lines. Choose the desired user for which you wish to add holiday and time schedules. The Holiday and Time Schedules page displays and the schedules in two tables. You can sort the tables by clicking the Add Holiday Schedule column or the Add Time Schedule column. Figure 55: Holiday and Time Schedules Screen 77

83 14. Holiday and Time Schedules (continued) Add, Edit or Clone a Holiday and Time Schedule Whether you are adding, editing or cloning a holiday schedule, you will view the screen Edit Holiday Schedule. Note that XO Communications does not provide a default calendar of holidays. For the purposes of this user guide, the instructions differ as explained below: When adding a holiday schedule, all fields start as blank. Add information as needed. When editing a holiday schedule, some fields will appear completed. Edit as needed. When cloning a holiday schedule, the name field appears blank. The holidays and dates are duplicated from the schedule that is being cloned. Edit as needed. Holiday Schedule Name is the name of the schedule as it appears in Online Feature Management. You can change this whenever you edit or clone a holiday schedule. Location ID is the location to which the Holiday Schedule will be assigned. You can change this field when adding or cloning a holiday schedule. Name of Holiday is a free text field that you can use to label the name of the holiday. Start Date is when the holiday begins. All dates must be provided in the mm/dd/yyyy format to be acceptable. End Date is an optional field that shows when the holiday ends. Use this for holidays that extend beyond a single day. All dates must be provided in the format mm/dd/yyyy to be acceptable. Add More Holidays appends additional rows to the table when all existing rows have been filled. When finished, click Continue to save your changes. A confirmation screen displays (not shown). Click Apply. Figure 56: Edit, Add or Clone Holiday Schedules Screen 78

84 14. Holiday and Time Schedules (continued) Edit, Add or Clone Time Schedules Whether you are adding, editing or cloning a time schedule, you will view the screen Edit Time Schedule. For the purposes of this user guide, the instructions differ as explained below: When adding a time schedule, all fields start as blank. Edit as needed. When editing a time schedule, some fields will be completed. Edit as needed. When cloning a time schedule, the name field is blank. The days and times are duplicated from the schedule being cloned. Edit as needed. Time Schedule Name is the name of this schedule as it appears in Online Feature Management. You can change this when you are adding or cloning a Time Schedule. Location ID is the location to which the Time Schedule will be assigned. You can change this when adding or cloning a Time Schedule. Start and End Times are shown one row at a time. The easiest way to construct a time schedule is to treat each row as a segment as a work day. All dates must be provided in the format mm/dd/yyyy to be acceptable. Add Time appends additional rows to the table when all existing rows have been filled. When finished, click Continue to save your changes. A confirmation screen appears (not shown). Click Apply. Figure 57: Edit Time Schedule Screen Samples: How to complete time rows The following shows how to represent business hours, 8:00 AM to 5:00 PM, with business open through lunch The following shows how to represent business hours 8:00 AM to 5:00 PM, with business closed one hour during lunch 79