Features & User Guide

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1 & User Guide

2 Welcome to RCN Hosted Voice Thank you for choosing RCN Hosted Voice as your new telephone system. By partnering with RCN Business Services, you now have access to incredible state-of-the-art technology and dedicated local support. RCN Hosted Voice offers you a robust, scalable communications package that fits your business. This guide provides key information on your services and features, so you can get the most out of your RCN Hosted Voice Service.

3 5 Overview Logging in: Table of Contents One of the exciting benefits of RCN Hosted Voice is the ability to set-up and control your communications according to your business specific needs. You can access and customize your phone via your IP telephone or through our Web Portal, our online tool designed to allow even more access and control to manage your services. user webportal myphone.rcn.com/hostedvoice Use your RCN phone number and Voice Mail PIN to log into the web portal. 6 Hosted Voice Access Phone Feature Overview Common Phone Access Codes Logging into Web Portal 8 Web Portal Messages & Calls Call Manager Contacts Settings 10 Caller ID Caller ID Overview Caller ID Blocking Caller ID Permanent Blocking 12 Voice Mail Voice Mail Access Voice Mail in Web Portal E-fax 14 Hunting Multi-Line Hunting Groups Types of Multi-Line Hunting Groups 16 Call Manager: Forwarding Forwarding Destinations Forwarding Settings on Phone Forwarding Settings in Web Portal 18 Line Class Call Barring Levels Types of Call Barring 19 Call Manager: Follow Me Follow Me Settings in Web Portal 20 Contact Speed Dial Click-to-Dial Short Codes 22 Phone Set Call Pick-up Directed Call Pick-up Call Park Three Way Calling Do Not Disturb

4 7 Hosted Voice Access Reference this section of the guide to learn about all the features you can use to streamline communication. Find out how to log in to your Hosted Voice s Web Portal, listen to voic , configure personal phone settings, transfer calls, and activate frequently used shortcuts to maximize your service. Handsfree Speaker Phone Feature Overview Feature Keys Hookswitch Hold Dial Pad Volume Adjustment Context-Sensitive Soft Keys Graphical LCD Call/Message Indicator Handsfree Microphone Navigation Keys Feature Keys Microphone Mute Handset Key Speakerphone Key Common Phone Access Codes Feature Activate Deactivate Automatic Call Back *66 n/a Block Caller ID *67 automatic (per call) Call Park *95 or phone key n/a Call Park Retrieval *97 or phone key n/a Call Pick up *11 or phone key n/a Directed Call Pick up *12 or phone key n/a Do Not Disturb *78 or phone key *79 or phone key Hunt Group Log-in *96 or phone key *96 or phone key & Log-out Voice Mail *98 or phone key n/a Anonymous web portal web portal Call Rejection Block Caller ID web portal web portal (permanent) Call Forwarding web portal web portal Rules Hunting web portal web portal Simultaneous Ring web portal web portal Web Portal Dashboard The dashboard gives quick access to the most frequently used information such as: Voice Mail messages Contacts Missed calls Call Forwarding options Messages & Calls Display new and saved Voice Mail messages, missed calls, dialed calls and received calls. You can also play or delete messages. Missed Call Log Clicking on a name or number gives you additional options such as calling back. Logging into Web Portal Step 1: Create your Voice Mail PIN Step 2: Enter this URL in browser: myphone.rcn.com/hostedvoice Step 3: At login screen, enter your 10-digit phone number Step 4: In the password field, enter your 4 to 9 digit PIN Contacts Manage your contacts and speed dials. Call Manager Define how your incoming calls are handled. Dropdown Help Menu Get user instructions for all of the Web Portal tabs and additional tutorials. Settings Customize the handling of your calls, messages, notifications and reminders. You can also manage your telephone program keys.

5 9 Web Portal Messages & Calls Contacts You can organize contacts and see extensions and short codes that are managed by the Business Group Administrator as well as: Create new contacts Create groups of contacts (such as customers, personal, etc ) Import a CSV file from a program that can export a CSV file (such as Outlook in Windows or the Contacts App in OS X) Export contacts (In a CSV format for use in other programs) Messages & Calls displays new and saved Voice Mail messages. It also shows you: Create Speed Dials (such as 41 for ) Missed Calls Dialed Calls Received Calls Deleted Voice Mail messages Settings Call Manager Settings allows you to configure your Web Portal account and phone with some additional options. Change your PIN Number (the same is used for Web Portal and Voice Mail) Which devices are associated with your Directory Number. Allows detailed configuration on how calls are handled. The other tabs available on the Call Manager tab are: Forwarding Forward all calls, if the line is busy, no answer, or if certain callers call to a predetermined number Follow Me Create rules to forward calls to find you at nearly any number you choose Screening Allows you to put your phone in Do Not Disturb mode, reject calls automatically from specified numbers or anonymous calls and lastly make calls from certain numbers ring distinctively The other tabs available on the Settings tab are: Messages Manage Voice Mail settings such as: How many seconds before Voice Mail picks up (default is 24 seconds) Forward a.wav file to an address Log in options and what information is played by default when listening to Voice Mail Record a new greeting or different greetings for when your line is busy, calls outside normal business hours or if they re calling from your business group Calls Additional call forwarding and blocking options as well as general options such as Caller ID display on outgoing calls and auto-answer click-to-dial calls Notification and Reminders Where notification and reminders should be sent

6 11 Caller ID Caller ID This is standard Caller ID Service. It will display both name and number of the incoming caller. Activation Web Portal Deactivation Web Portal Caller ID Blocking Prevents your phone number and/or name from appearing on the display unit of the called party. P Private or Anonymous will show on their display units. Caller ID Permanent Blocking Actions in Web Portal Step 1: Click Settings Step 2: Click Calls Step 3: General Tab Withhold caller ID when making calls Display caller name for incoming calls Display caller number for incoming calls Is a permanent blocking service applied on your request. Caller ID Blocking will remain active at all times unless you deactivate this service before you place each phone call. Activation Web Portal Deactivation Web Portal Actions in Web Portal Settings > Calls > General Tab > Withhold caller ID when making calls If the called party has Anonymous Call Rejection your call will not be completed if the Caller ID Blocking feature is activated. Caller ID Blocking must be deactivated to be able to reach the called party. After deactivating the Caller ID Blocking, ID and number will appear on the Caller ID of the called party. Per call DEACTIVATION of Caller ID Block (before you dial) * Phone Number If you have deactivated Withhold Caller ID when making calls you can still temporarily block your Caller ID Name and Number on a per call basis. Per call ACTIVATION of Caller ID Block (before you dial) * Phone Number

7 13 Voice Mail Access Your Voice Mail Access from YOUR phone 1. Press any of the following buttons: Voice Mail MESSAGES Message Center > Connect Voice Mail in Web Portal Voice Mail in Web Portal allows user to play and view Voice Mail. Access in Web Portal Messages & Calls > Message Tab > List of Voice Mails MENU > > Messages > Message Center > Connect > Messages 2. Enter your PIN Access from ANY phone 1. Dial your phone number 2. Wait for greeting 3. Press * 4. Enter your PIN Message Playback Keys Playback Key Function Increases message volume 6 Key Incrementally increases message volume 6 (pause) 6 Slows playback speed 7 Incrementally slows playback speed 7 (pause) 7 Pauses playback (up to :20) audible ping 8 sound will be heard during pause Resumes playback repeat 8 Increases playback speed 9 Incrementally Increases playback speed 9 (pause) 9 Date and time of message 66 Skips message back :05 77 Skips message forward :05 99 Play Button Click to listen to audio file of VM VM Playback Popup Window Control playback and save, delete or close each VM E-fax New VM Button Record and send new VM to the number you enter in box With E-fax, faxes can be downloaded as.pdf message to computer. Messages & Calls > Messages > Faxes Delete All Button Deletes entire VM box Actions Drop Down Menu Reply to VM Mark VM as new Forward as (with VM as.wav file) Forward as VM The playback keys, are only active during the playback of a message. They are designed to help you listen to your messages, for example by skipping back a few seconds to repeat an important detail.

8 15 Hunting Multi-Line Hunting Groups The Groups tab displays any Multi Line Hunt Groups (MLHGs) and Call Pickup Groups of which you belong. Detailed information can be displayed by clicking on the group. Changes can only be made by the Administrator. Types of Multi-Line Hunting Groups Linear Rings 1st member of MLHG and rings down to other members. If you call the pilot number is cycles through all members of MLHG and ends in pilot number s Voice Mail box. Uniform (Round Robin) If pilot number is called, hunting starts with 1st number after the line that rang in the previous hunt. The call cycles through remaining members and ends in pilot number s Voice Mail box. Multi-Line Hunting Groups Log in/out of Hunt Group Groups > Click on specific number to toggle in/out of Hunt Group Web Portal A Multi-Line Hunting Group (MLHG) allows you to direct incoming calls to a selection of available lines in a specified sequence until one of them answers. If the pilot number is busy when called, calls are automatically toured through the Hunt Group of available lines until the call is answered. RCN Hosted Voice features five (5) hunting options. If all lines in the MLHG are busy, new calls can be queued. If you call member in middle of MLHG, the call hunts to the remaining members of the MLHG and ends in the Voice Mail box of the member called. Note: Hunt on direct dialed calls MUST be enabled. (E.g. if you call 3rd line in MLHG, it will hunt to 4th+ and then go to 3rd line s Voice Mail. Lines 1 and 2 will not be reached). Circular Rings all phone numbers in the MLHG, if no one answers the call in placed in the pilot numbers Voice Mail. When calling the pilot numbers, the call hunts to the other members and ends in the pilot number s Voice Mail box. When direct dialing a member in the middle of the hunt group, call hunts to ALL members in the MLHG in the order and ends in the directly dialed number s Voice Mail box. Ring all Rings all phones in hunt group simultaneously, after set time drops into pilot number s Voice Mail box. If you directly dial member, call rings on directly dialed number first, then rings on all other MLHG members simultaneously, ends in directly dialed member s Voice Mail box. If directly dialing, the hunt starts with directly dialed number, cycles through remaining members and ends in directly dialed Voice Mail box. This acts the same way if the direct dialed number is busy, because the phone has multiple appearances. Uniform (Longest idle) If a pilot number is called, or a busy MLHG member is dialed directly and Hunt on direct dialed calls is set to True, hunting starts with the MLHG Member that has been idle for the longest. If pilot number is dialed and no one answers the call is placed in pilot number s Voice Mail box. If a directly dialed member is called, hunt starts with directly dialed MLHG member, then rings the MLHG member with the longest idle, after the hunt cycle, if no answer the call is placed in the directly dialed Voice Mail box. The idle time for a member is calculated using the end time of any incoming or outgoing calls to or from the member, not just those allocated by hunting. When an MLHG member disables the Do Not Disturb call service, its idle time is reset to zero. NOTES: Business Line cannot log in / log out to more than 1 MLHG. A user with a number in a MLHG can log in/out of the MLHG via Web Portal.

9 17 Call Manager Forwarding Forwarding Destinations The Call Manager tab in Web Portal gives many different Call Forwarding options. Call Manager > Forwarding > Normal Calls Anonymous VIP Unwanted Additional Options Forwarding Settings (Web Portal) Call Manager > Forwarding > > Busy/No Answer Forwards incoming calls to a specified number, when the dialed number is busy. Click box to turn feature on. Clicking again removes check and turns feature off. > Selected Caller Forwards incoming calls from numbers you select. Your configuration of unconditional. busy and delay call forwarding will impact this setting. Forwarding Settings (Phone) Forward all calls if the line is busy, no answer or if certain callers call to a predetermined number. The Call Manager gives you different Call Forwarding options. > Immediately Forward Click box to turn feature on. Clicking again removes check and turns feature off. Forwarding Phone Options Key Call Forwarding Activation *72 Call Forwarding Deactivation *73 Unavailable Forward Calls Activation *63 Unavailable Forward Call Deactivation *83 > Forwarding Destinations Drop Down Menu You can access previously saved forwarding numbers in this drop down menu. You can also choose Other and enter any number into the box. > Unavailable This is to forward calls only if you are unavailable (e.g. the phone is unplugged or loses power). You can configure settings under this tab. > Forwarding Destinations You can enter commonly used forwarding phone numbers to be saved and accessed later in drop down menus.

10 19 Line Class Call Manager Follow Me Call Barring Levels Call Barring Levels are established by your Administrator to define the calling privileges that will be assigned to each individual number. Actions in Web Portal Step 1: Click Settings Step 2: Click Calls Step 3: Click Call Blocking Select/Deselect options as needed Types of Call Barring Various levels of outgoing calls can be blocked via Web Portal: Local National & Mobile International Premium Rate Operator Directory* * Directory stores a list of up to 200 names and numbers that can be created for each IP Telephone. A directory key on your IP Telephone is pre-programed and labeled with this feature. Follow Me Settings Follow Me Settings allows you to configure additional ring settings for your phone via your Web Portal account. This setting provides a way for you to configure additional numbers that will ring instead of or as well as your own number, any of which can answer the call. Add Rule A pre-defined order is used to determine which number(s) to ring next. Once one number has answered the call, ringing on the other configured numbers is stopped. Call Manager > Follow Me > Follow Me Click box to turn feature on. Clicking again removes check and turns feature off. > Add Rule Rules can determine: What stage in the Find Me/Follow Me process you are customizing Destination Length of ring Permit Forwarding

11 21 Contact Speed Dial > Speed Dials >New Speed Dial One digit codes range from 2 9. Two digit codes range from Type in the number to be dialed. Press Add. NOTE: Include all numbers needed to dial out, eg: 9 + area code + number. Using Speed Dial Click-to-Dial The Click-To-Dial feature allows you to initiate calls using your computer. RCN Hosted Voice then rings your primary phone (or, if you have chosen to allow it, another number of your choice, for example a mobile phone, or a number that you manually enter). Contacts > Contact List > When the you answer the phone, RCN Hosted Voice dials the contact as with a normal phone call. The status of the Click-To-Dial call is displayed in a pop-up throughout the call, and you can hang up with a single click at any point. Dial the speed dial number then press Dial on phone. To delete Speed Dial: Under Speed Dial, press the black X next to the speed dial to be removed. Press Apply. NOTE: Configuring a button on phone is possible from Phone Profile. Just enter the speed dial code and save to the phone. > Speed Dial Calls can be initiated by clicking on a number or name in your contact list or call list. > Click-to-Dial This feature allows you to initiate calls by clicking the Click-To-Dial button that appears on each screen in Web Portal. Short Codes Short Codes allows your Administrator to set up three digit or four digit codes to quickly dial common numbers. The Short Codes are then available to all users in the Business Group. The three digit and four digit codes are required to prevent duplication of Short Codes.

12 23 Phone Set Call Pickup Call Pickup allows a subscriber on a Business Group Line to pick up an incoming call to any other line within a pre-defined group by dialing an access code. Call Park This service allows a subscriber on a Business Group Line to put a call on hold so that any member of the same Business Group can pick it up later. Three Way Calling Conference: phone feature 1. After receiving an incoming call 2. Press CONFERENCE 1. Pick up non-ringing phone, dial either: * 1 1 OR CALL PICKUP 2. Ringing call will appear on the phone NOTE: Only one call per orbit; only able to configure one orbit per phone Orbit An Orbit is like a space ship. You put it into orbit around the earth. It stays there until its retrieved by mission control. 1. During a call, press: * 9 5 OR CALL PARK 3. Enter the number you wish to conference in 4. Press SEND NOTE: A split button will appear on the phone, this will allow the conference to be split into two separate lines. This feature is optional. 5. Third party picks up Directed Call Pickup 2. Press TRANSFER (prompt will play) 6. Press CONFERENCE all three parties are now on the line together Directed Call Pickup is a service that allows you to answer a call that is ringing on another line in the same business group. Additionally, some SIP phones can monitor the status of a line using Line State Monitoring. This means that, for example, an executive assistant can see when calls are made to the CEO, and pick them up when he is busy. 3. Press TRANSFER 4. Pickup phone from any other phone in business group, dial: * 9 7 OR CALL PARK Star Key doesn t work UNLESS you dial with the orbit code (e.g. *971000) Conference: phone feature 1. After receiving an incoming call 2. Press TRANSFER NOTE: This defaults to warm transfer. Optional Blind button will appear on phone. Blind transfer option means the original call is immediately sent to the third party. The transferor is never connected to the third party. In order to use this feature, you will need to enable Directed Call Pickup and Line State Monitoring. Once setup, simply dial * 1 2 immediately followed by business line extension. The call will be picked up on your line. Do Not Disturb This is a button on the phone that puts the line on standby. Activation DND Deactivation Web Portal * Type number to transfer 4. Press SEND 5. Once the third party picks up 6. Press TRANSFER again, this completes the transfer DND Web Portal * 7 9

13 Help Resources Access these online resources for more tips and guides. rcn.com/business How-to videos Video tours of Hosted Voice Downloadable guides Hosted Voice portal access login Hosted Voice Portal Help Click on gear icon Access the help section by clicking on the upper right corner and selecting help. Search or browse for help topics. Webinars rcn.com/business/webinars Webinars are informative and led by a live instructor. Check web site for schedule. Have more questions? rcn.com/business/contact-us We re here to help. Follow the URL above to chat live, or call 877.RCN.7000.

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