Phone Tree Example. This quick guide shows you how to set up:

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1 Use Virtual Office s greetings and extensions to sound professional and stay connected. Set up a greeting that welcomes callers and routes them to the proper department or employee extension. With greetings and extensions you can run your business using cell phones, yet sound like a Fortune 500 company! This quick guide shows you how to set up: 1. Your Standard Greeting (i.e., your Auto Receptionist) 2. PBX Extensions (i.e., Employee Extensions) 3. ACD Extensions (i.e., Department Extensions) Phone Tree Example

2 Setting Up Your Standard Greeting (i.e., Auto Receptionist) What is a Standard Greeting? Your standard greeting (i.e., auto receptionist) is the first thing callers hear when calling your company s main phone number. It greets callers and directs them to departments, employees, and information. Thank you for calling ABC Company. To speak to our sales department please press 1. To speak with a member of our support department please press 2. If you know your party s extension you may dial it at any time. How to set up your Standard Greeting: 1. Go to portal.unitelvoice.com and log in. 2. Scroll over the Manage Settings tab and select Call Forwarding options from drop down. 3. Under Call Forwarding Options select When Someone Calls Play my standard greeting. 4. Click Save at the bottom of the page. How to record your standard greeting by phone 1. Using any phone to Log In to your Virtual Office by dialing your Virtual Office Number, then press [*] and enter your Personal Passcode as prompted. 2. Enter [4] to Modify your Configuration. 3. Enter [1] to Manage your Greetings. 4. Enter [1] to Manage your Standard Greeting. 5. Enter [2] to Record your Standard Greeting. Note: You may also upload a pre-recorded message or use our Voice Talent Studio. For a FREE professional voice recording please schedule a setup session at unitelvoice.com/schedule.

3 Setting Up PBX Extensions (i.e., Employee Extensions) What is a PBX Extension? A PBX Extension (or Employee Extension) forwards calls to an individual s phone(s). Each PBX Extension comes with its own passcode, so an employee can use that passcode to access and manage the call forwarding options for their own extension without having access to the entire virtual phone system. For example, an employee can log in and configure their PBX Extension to forward calls to their cell, office and/or home phone. How to set up a PBX Extension: 2. Select Add New Extension. 3. Enter the Extension Number (e.g., 101 for Mike s employee extension). 4. From the Extension Type dropdown menu select PBX. 5. Enter the employee s First and Last Name (e.g., Mike Jones). 6. Enter a 4 to 6 digit Passcode for that extension. 7. Click Save. Note: Once you have created a PBX Extension you can make changes to the extension s passcode, name, and permissions by selecting the Configure button. To access and manage the extension s settings and call forwarding options (i.e., what phone numbers the extension rings to) select the Access button.

4 Setting Up ACD Extensions (i.e., Department Extensions) What is an ACD Extension? An ACD Extension (or Department Extension) forwards calls to a group of PBX Extensions (or Employee Extensions). In phone system lingo ACD stands for Automatic Call Distribution. In this ACD Extension example, callers can reach the Sales Department by dialing [1], which rings Mike s PBX Extension and then Jane s PBX Extension. How to set up an ACD Extension: 2. Select Add New Extension. 3. Enter the Extension Number (e.g., 1 for the Sales Department). 4. From the Extension Type dropdown menu select ACD. 5. Enter the Extension Description (e.g. Sales Department). 6. Enter the Extension Name (e.g. Sales Department). 7. Enter a 4 to 6 digit Passcode for that extension. 8. Select your Call Distribution Type either Round Robin or Next Available. 9. Click Save. Note: Once you have created an ACD Extension you can add PBX extensions to its queue by selecting the Configure button. You can also manage how calls are distributed to the group (either Round Robin or Next Available). By selecting the Access button, you can access the ACD Extension s settings, reports, and even monitor calls in the queue including statistics on average wait time. How to add PBX Extensions to an ACD Extension: 2. Find the ACD Extension you wish to use and select the Configure button. 3. In the section Automatic Call Distribution List Members use the dropdown menu to Select the PBX Extension you wish to add.

5 Additional Greeting & Extension Types The following describes additional greetings and extensions Virtual Office offers. For detailed instructions on how to use these features please refer to the extended Virtual Office User Guide. Additional Greetings: Unavailable Greeting The Unavailable Greeting will play when the caller is sent to voic . This is the greeting your caller will hear when you are not able to take his or her call. After-hours Greeting The After Hours Greeting will play if you have business hours set up. For example, you can have your Standard Greeting play during specific days and times and have an alternate greeting play during all other times. The After-hours greeting you assign will play at all other times. Additional Extensions: Message Taking Extension The Message Taking Extension can be used to present information and then allow your caller to leave a message. By far the greatest use for this type of extension is for Lead Capture. With a Message Taking Extension you can spend a few minutes exciting the caller about your Product or Service 24/7 and then give them an immediate outlet to demonstrate their interest by leaving a message with their contact info for you to call them back. Greeting Only Extension The Greeting Only Extension can be used to present an audio message for your callers to listen to. A Greeting Only Extension is the ultimate tool when it comes to providing Product/Service information, testimonials and other types of information around the clock. This feature is your 24/7 Information Hotline! Fax-On-Demand Extension The Fax-On-Demand Extension can be used to give prospects immediate access to your order forms, product or company details, directories, written testimonials, or any other printable information you would like to have accessible to your callers 24/7. When the caller dials a Fax-On-Demand extension, he will hear a short description of the documents and will be prompted to enter his fax number. Virtual Office will automatically call the fax number and deliver the document you have uploaded onto that extension. Question and Answer Extension The Question and Answer Extension allows you to record multiple questions, each followed by a beep in order to record an answer from the caller. This feature is great for 24/7 automated order taking and surveys.