Hosted VoIP Phone System. Admin Portal User Guide for. Call Center Administration

Transcription

1 Hosted VoIP Phone System Admin Portal User Guide for Call Center Administration

2 Contents Table of Figures About this Guide Accessing the Hosted VoIP Phone System Administration Portal Hosted VoIP Phone System Admin Portal Interface (User Access) Profile User Info Password Reset Privacy Call Policies Time Schedules Adding a Schedule Editing a Schedule Deleting a Schedule Group Time Schedules Holiday Schedules Add a Holiday Schedule Editing and Deleting a Holiday Schedule Group Holiday Schedules Device Devices Sharing My Line Phone Number Assigned Services and Assigned Service Packs Calling Features Incoming Call Features Alternate Number Anonymous Call Rejection Call Forwarding Always Call Forwarding Busy Call Forwarding No Answer Call Forwarding Not Reachable Call Forwarding Selective

3 5.1.8 Call Notify Do Not Disturb Priority Alert Selective Call Acceptance Selective Call Rejection Simultaneous Ring Personal Sequential Ringing Outgoing Call Features Line ID Blocking Personal Phone List Speed Dial Speed Dial Call Control Features E- Works Anywhere Call Center Agent Call Center Supervisor Call Transfer Call Waiting Directed Call Pickup with Barge- In Hoteling Guest Hoteling Host Music On Hold - User Push to Talk Remote Office Shared Call Appearance Barge- In Exempt Calling Plans Messaging Voice Portal Third Party Voice Messaging Client Applications

4 5.6.1 Receptionist Call Center Busy Lamp Field CommPilot Call Manager Outlook Integration Meet- Me Conferencing My Calls Query Call Details Sort by Date Range Include Search by full or partial telephone number Create Report Exporting to Export to PDF Export to CSV Last 20 Calls Utilities Enterprise Directory Document Repository Registrations Feature Access Codes Index

5 Table of Figures Figure 1 Admin Login Page... 7 Figure 2 Password Reset... 7 Figure 3 Portal Interface... 8 Figure 4 Profile - User Info... 9 Figure 5 Profile - Password Reset Figure 6 Privacy - Assigned Monitors Figure 7 Add New Schedule - Name Window Figure 8 Add New Schedule - Grid Figure 9 Add New Schedule - Scheduling Time Figure 10 Add New Schedule - Manually Edit Time Figure 11 Editing a Schedule Tabs Figure 12 Delete a Schedule Confirmation Figure 13 Delete a Schedule Error Figure 14 Group Time Schedules Figure 15 Add Holiday Schedule Figure 16 Holiday Schedules - Edit and Delete Figure 17 Deleting Holiday Schedule Error Figure 18 Group Holiday Schedules Figure 19 Profile - Phone Number Figure 20 Assigned Services and Assigned Service Packs Figure 21 Calling Features - Service Type Figure 22 Alternate Numbers - Edit Figure 23 Anonymous Call Rejection Figure 24 Call Forwarding Always Figure 25 Call Forwarding Busy Figure 26 Call Forwarding No Answer Figure 27 Call Forwarding Not Reachable Figure 28 Call Forwarding Selective Figure 29 Call Notify Figure 30 Do Not Disturb Figure 31 Priority Alert Figure 32 Selective Call Acceptance Figure 33 Selective Call Rejection Figure 34 Simultaneous Ring Personal Figure 35 Simultaneous Ring Personal Configuration Figure 36 Sequential Ring Figure 37 Sequential Ring Edit Figure 38 Personal Phone List Figure 39 Speed Dial Figure 40 Speed Dial 100 Configurations

6 Figure 41 E- Work Anywhere Figure 42 Call Center Agent - Set ACD State Figure 43 Call Center Supervisor Figure 44 Call Transfer Figure 45 Call Waiting Figure 46 Barge- In Warning Tone Figure 47 Hoteling Guest Figure 48 Hoteling Host Figure 49 Music On Hold - User Custom Settings Figure 50 Push to Talk Settings Figure 51 Remote Office Figure 52 Shared Call Appearance Options Figure 53 Barge- In Exempt Figure 54 Third Party Voice Messaging Figure 55 Call Center - Supervisor List Figure 56 Call Center Supervisor Figure 57 Busy Lamp Field Figure 58 CommPilot Call Manager Figure 59 Outlook Integration Figure 60 Meet- Me Conferencing - View Conferences Figure 61 Meet- Me Conferencing - Edit Conference Figure 62 My Calls - Sort By Figure 63 My Calls - Date Range Calendar Figure 64 My Calls - Include Figure 65 My Calls - Search by Figure 66 My Calls - Report Figure 67 My Calls - to Figure 68 My Calls - Export Figure 69 My Calls - Download PDF Figure 70 My Calls - Export CSV Figure 71 My Calls - Export CSV Figure 72 My Calls - Last 20 Calls Figure 73 Utilities - Enterprise Directory

7 1 About this Guide The Hosted VoIP Phone System Admin Guide for Users is designed to assist Users and administrators who are accessing individual user profiles with the management of all Hosted VoIP Phone System functions for the Hosted VoIP Phone System Application Server. The features available to each user will vary depending based on the package and services assigned to the individual user. Detailed instructions for each function and page of the Hosted VoIP Phone System can be found both in this guide and in the online help, which is available using the Help link on each web page. Enterprise and Group Administrators should refer to the Hosted VoIP Phone System Admin Portal User Guide for Enterprise Administrators and the Hosted VoIP Phone System Admin Portal User Guide for Group Administrators for information regarding Enterprise and Group level configuration settings. 6

8 2 Accessing the Hosted VoIP Phone System Administration Portal To access the Hosted VoIP Phone System Administration (Admin) Portal, navigate to on your web browser. It will present you with the login page: Figure 1 Admin Login Page Enter you credentials for the Username (for users this will typically your 10- digit Hosted VoIP Phone System phone number) and Password. Then click on the Login button. If you have forgotten your password, click on the Forgot password? link and the system will provide you with a password reset option using Completely Automated Public Turing test to tell Computers and Humans Apart (CAPTCHA) technology. Figure 2 Password Reset 7

9 3 Hosted VoIP Phone System Admin Portal Interface (User Access) When you initially log into the portal you will be presented with the following interface: Figure 3 Portal Interface 1 Application Launch Drop- Down Box 2 User ID and Logout 3 Help available 4 Navigation Tabs From here users may launch applications associated with their Hosted VoIP Phone System service such as Call Center or Receptionist. Displays the user ID associated with the user account you are logged into and a link to logout of the portal. This is a dynamic link to the online help portal. Mousing over this link will provide you with different help options depending on the contents of the current page. These tabs allow you to navigate through the different settings and options available with the user portal. Some of the tabs may provide you with additional menus to navigate through settings. 8

10 4 Profile The User Profile menu is divided into the following sections: User Info Additional Info Password reset Privacy Call Policies Time Schedules Holiday Schedules Device Phone Number Assigned Services Assigned Service Packs 4.1 User Info The User Info section allows you to view and maintain your profile information. The information filled in specifies your primary phone number, extension, and device that are used for handling calls. Filling in the additional information allows your mobile phone, pager, and other information to be visible to other group members in the group phone list and Enterprise Directory. Some of this information can only be modified by an administrator. Add, edit, or remove the desired information from this section and then click on one of the Save buttons either at the top of the page or the bottom of the page. NOTE: Some changes to the user profile may result in the user s Hosted Station Phone rebooting. Figure 4 Profile - User Info 9

11 4.2 Password Reset The password reset section allows you to configure your password for the web portal. This password is the same password that is used for other Hosted VoIP Phone System applications such as Axis Station, Call Center, and Receptionist. To change your password, enter your current password in the Old User Password box. Then in type the new password in the New User Password and Re- type Password text boxes. The password typed into the two boxes must match in order to complete the password reset. By default the passwords show as a series of dots as you type them. Click on the Show/Hide password button to change the view and show the characters actually being typed. Click the Show/Hide password button a second time to change the characters back to dots. Alternatively, use the Generate button you. Use the Show/Hide password Click one of the Save buttons to allow the system to create a generic password for button to obtain the password that is generated. at the top of the page or bottom of the page to keep your changes. Figure 5 Profile - Password Reset 4.3 Privacy By default all user names and numbers appear in group and Enterprise directory listings. These listings are accessible via the User Utilities menu page and the Call Manager Group/Enterprise tab. User Privacy allows you to exclude yourself from Group and Enterprise Directory listings and Phone Status monitoring. You can also select members in an Enterprise or Group who are allowed to monitor your phone status. These selected members can view your phone status even if you enable phone status privacy. NOTE: Enabling Privacy hides your name and number from other users in your own group/enterprise and from group administrators. However, it does not hide it in the LDAP or Outlook listings, nor does it remove it from user s personal directories. 10

12 1. Enable or disable Directory Privacy. 2. Enable or disable Phone Status Privacy. Details To turn on your privacy status, select Enable Directory Privacy. This prevents the users in your group or enterprise from seeing your phone status. With privacy enabled, when another user does a directory listing, your name and information do not appear. With privacy disabled, your name appears as usual. To exclude yourself from Phone Status monitoring, select Phone status Privacy. You can select a group of users allowed to monitor your phone status regardless of the Phone Status Privacy setting. 3. Click the Edit button to select the users authorized to monitor your phone status. This page includes an advanced search mechanism to filter the display of entries. To perform a basic search, click the Search button. The list appears. To move one or more users from the Available Users box to the Monitoring Users box, select the user or users, and click the Add button. To move all numbers from the Available Users box to the Monitoring Users box, click. Move the users you want to allow to monitor your phone status from the Available Users table to the Monitoring Users table. 4. Save your changes Click the Save button to keep your changes or cancel to discard. Figure 6 Privacy - Assigned Monitors 11

13 4.4 Call Policies The Connected Line Identification Privacy on redirected Calls option applies to redirections and forkings before and after answer including Call Forwarding, Blind Transfer, Transfer with Consultation, Sequential Ring, and Simultaneous Ring. This option does not apply to services that are not considered redirections or forkings such as Automatic Hold/Retrieve, Call Pickup, Call Park, Directed Call Pickup, Directed Call Pickup with Barge- in, all types of Recalls, and so on. 1. Select the type of privacy on redirected calls. 2. Select the policy for generating 181 SIP responses for redirected calls. 3. Save your changes or exit without save. Details For Connected Line Identification Privacy on Redirected Calls, select one of the following options: No Privacy (Default) When this option is selected, the redirecting party allows the Connected Line Identification Presentation (COLP) of the redirect destination to be sent to the remote party. Privacy for External Calls When this option is selected, the redirecting party allows the COLP of the redirect destination to be sent to the remote party only when the remote party is in the same Group/Enterprise as the redirecting party. If the remote party is not in the same Group/Enterprise as the redirecting party (In other words, is viewed as a Network subscriber), then the COLP sent to the remote party is the COLP of the redirecting party, not the COLP of the redirect destination. Privacy for All Calls When this option is selected the redirecting party never allows the COLP of the redirect destination to be sent to the remote party. The COLP sent to the remote party is always the COLP of the redirecting party, not the COLP of the redirect destination. For Send Call Being Forwarded Response on Redirected Calls, select one of the following options: Never (Default) When this option is selected and the Application Server redirects a call, the Application Server does not generate a 181 response. Internal Calls When this option is selected and the originating use is the same group or enterprise as the redirecting user, the Application Server proxies or generates a 181 response. All Calls If the user redirects a call, a 181 response is proxied or generated. NOTE: 181 responses received from network users are proxied, regardless of the setting for the user, if the Application Server is configured to do so at the system level. Click the Save button your changes. in the Call Policies section to save 12

14 4.5 Time Schedules This section allows you to manage your schedules. You can view, but not modify, the schedules defined for your group or enterprise. Schedules are used in services such as Sequential Ringing, or Call Forwarding Selective to specify the time when the service action (ringing the phones, forwarding calls) should take place. From this page you can: Add a time schedule Modify a time schedule Rename a time schedule Delete a time schedule Adding a Schedule To add a schedule, click on the Add New Schedule button. The Name window will pop- up, and ask you to provide a name for the new schedule. Enter the desired name and click the OK button. Figure 7 Add New Schedule - Name Window You will be provided with a 1 week grid where the columns represent the hours of the day and the rows represent the days of the week. Figure 8 Add New Schedule - Grid 13

15 To start scheduling time, use your mouse and left- click and hold on the start time for the day of the desired day of the week and drag to the desired end time for the day, then release the mouse button. As you drag your mouse you will see a pop- up notification showing the exact start and stop times for the day you are scheduling. In the example below, a schedule has been created for Mondays and Wednesdays from 8AM- 5PM and Fridays from 8AM- 12PM and 1PM- 5PM. Figure 9 Add New Schedule - Scheduling Time Once you have scheduled time for a day, you can modify the time by clicking on the start or stop boarder of the blocked time and then reassign the time scheduled. Alternatively, you may click on the block of time for the day you wish to modify. This will produce a pop- up window that will allow you to manually enter the start time and end time. Figure 10 Add New Schedule - Manually Edit Time Once you have finished configuring your schedule, click the Save button to keep your changes. 14

16 4.5.2 Editing a Schedule You can view the available schedules using a tab system. To edit a schedule, click on the tab with the schedule s name which you wish to edit. Figure 11 Editing a Schedule Tabs Modify the times and days scheduled by clicking on the start and/or end times for the scheduled blocks or click on the time block to produce the pop- up window that can be used to manually enter the desired time blocks. Use the red X at the right of each time block to delete that scheduled block of time completely. You can also rename the schedule by clicking on the Rename button pop- up name window. which will bring out the Deleting a Schedule To delete a schedule: 1) Navigate to the desired schedule using the schedule tabs. 2) Click on the Delete button. 3) The Attention window will pop- up asking You are going to remove a schedule, are you sure? click Yes to complete the delete. 15

17 Figure 12 Delete a Schedule Confirmation 4) The page will load and refresh and the schedule will be gone. If the schedule is currently in use (assigned to a feature) you will not be able to delete the schedule. Instead you will receive an error stating: [Error 4168] The time schedule cannot be deleted because it is being used by a service. To delete this schedule, locate the feature using this schedule and disable it, or assign a different schedule, then come back to the Group Profile to delete it. Figure 13 Delete a Schedule Error Group Time Schedules The Group Time Schedules section lists available Group Time Schedules that have been configured by an administrator. Users can use these schedules for their call features but they cannot edit or delete these schedules. Figure 14 Group Time Schedules 4.6 Holiday Schedules Similar to Time Schedules, Holiday Schedules can be configured and assigned to features such as Sequential Ring and Call Forwarding to manage call routing during defined holidays. From this page you can: Add a Holiday Schedule Edit a Holiday Schedule Delete a Holiday Schedule 16

18 4.6.1 Add a Holiday Schedule To add a new Holiday Schedule: 1) Click on the Add Holiday Schedule button. 2) The Add Holiday Schedule window will pop up. The Add Holiday Schedule window is divided into the following columns: Holiday Date Start Date End Recurrence 3) Enter a name for the schedule at the top in the Holiday Schedule Name text box. 4) Enter a name for a holiday in the first box of the Holiday column. 5) Enter the Date Start for that holiday in the following format: MM/DD/YYYY or use the calendar icon to choose a date from the calendar. 6) Enter the Date End for that holiday in the following format: MM/DD/YYYY or use the calendar icon to choose a date from the calendar. 7) Set the Recurrence for the holiday. The recurrence options are None (never recurs), Indefinite (recurs annually forever), or Limited (recurs annually for a given amount of years). If you choose Limited a new column will appear with a To Date field. Enter the date when you want this holiday to stop occurring in the MM/DD/YYYY format or use the calendar icon date. 8) Click the Save button to keep your changes. to choose a The Holiday Schedule below displays various types of holidays, each setup under the same schedule. Holidays that occur on the same date each year such as the 4 th of July or Christmas, can be configured using an Indefinite Recurrence pattern because the dates never change. A holiday that does not recur such as company defined milestone or a holiday where the date changes each year such as Memorial Day or Thanksgiving will need a recurrence of None. Holidays and events that are only forecasted for a set number of years would be best suited to use a Limited recurrence. 17

19 Figure 15 Add Holiday Schedule Editing and Deleting a Holiday Schedule Figure 16 Holiday Schedules - Edit and Delete To edit a holiday schedule: 1) Locate the schedule from the list and click on the Edit button. 2) The Edit Holiday Schedule menu opens. Edit the desired menu options as you would when adding a schedule, then click the Save button to keep your changes. To delete a holiday schedule: 1) Locate the schedule from the list and click on the Delete button. 2) A pop- up window will ask you to confirm Are you sure you want to delete? Click the OK button to procede. 3) The page will update and the schedule will be deleted. If you attempt to delete a schedule that is currently in use the page will update and then you will receive the following notification: 18

20 Figure 17 Deleting Holiday Schedule Error Group Holiday Schedules The Group Holiday Schedules section lists available Group Holiday Schedules that have been configured by an administrator. Users can use these schedules for their call features but they cannot be edit or delete these schedules. Figure 18 Group Holiday Schedules 4.7 Device The Device section will provide you with information regarding the hosted station phone that is associated with your user ID. The following information is available: Name, Type, Category, and Line/Port. 4.8 Devices Sharing My Line This section shows any shared line appearances configured for your user ID. This may display information if you have your line on multiple endpoint phones, or if you are licensed to use the Axis Station soft client. If you do not have a shared line appearance setup then this section will not display in your profile. 4.9 Phone Number This section displays your Phone Number and Extension. Figure 19 Profile - Phone Number 19

21 4.10 Assigned Services and Assigned Service Packs These sections will list the Hosted VoIP Phone System Hosted Station Service Pack assigned to your user ID as well as any additional services that have been added such as Call Center, Receptionist, or Connected Line Identification Presentation. These services cannot be modified through this portal. Figure 20 Assigned Services and Assigned Service Packs 20

22 5 Calling Features The Calling Features tab will provide you with all call handing features available on your user ID. The Calling Features are separated into the following sections: Incoming Calls Outgoing Calls Call Control Calling Plans Messaging Client Applications Meet- Me Conferencing By default all of the sections are displayed at once on this tab. Users may scroll through the page and view all features at once. Users also have the option to click on the Service type drop- down box and select a specific section to display: Figure 21 Calling Features - Service Type After modifying any feature you must click one of the Save buttons bottom of the page in order to keep the changes you have made. located at the top and 5.1 Incoming Call Features Use this section to view and modify the incoming call features assigned to this user. The features available will vary depending on the package assigned to the user. 21

23 5.1.1 Alternate Number Alternate Numbers allow up to ten additional phone numbers or extensions to be assigned in addition to your primary number and extension. All additional numbers and extensions ring your phone(s) just like your primary phone. In addition, you can specify a distinctive ringing pattern for each number, if your phone supports it. Only an administrator can configure new numbers and extensions for you. Details Click Edit to change settings and add alternate numbers. Click View to get a quick review of currently assigned Alternate Numbers. 1. Select if the ring should be different For Distinctive Ring click On or Off. when the calls are to alternate phone number. 2. Add alternate phone numbers and/or extensions. 3. Modify existing alternate phone number and/or extensions. 4. Delete alternate phone numbers and/or extensions (administrators) 5. Save your changes or exit without saving. Select the phone number. The activation status of the assigned phone number is displayed to the right of the number. The status is not shown if the phone number is set to None. The extension for the selected number appears in the Extension input box. Select the ring pattern for each phone number. You can select from the four following ring patterns: Normal Long- Long Short- Short- Long Short- Long- Short NOTE: There are different Call Waiting ring patterns associated with each of the four Alternate Number ring patterns. If the user has the Call Waiting feature assigned and enabled, the Call Waiting ring pattern is based on the Alternate Number ring pattern selected. To modify an existing phone number, select another number from the drop- down list. To modify an existing extension, highlight the extension and type a new one. To delete an existing phone number, select None from the drop- down list. To delete an existing extension, highlight the extension and delete it. To save your changes, click Save. To exit without saving, click Cancel. 22

24 Figure 22 Alternate Numbers - Edit Anonymous Call Rejection Anonymous Call Rejection allows you to reject calls from callers who have blocked the display of their number. Only deliberate anonymous numbers are rejected. Callers whose numbers are unavailable are not rejected. Callers that are rejected are informed that you are not accepting calls from unidentified callers. Your phone does not ring and you do not receive any indication that they called. However, this does not apply to calls within your group. You can activate this service at any time. Figure 23 Anonymous Call Rejection Call Forwarding Always Call Forwarding Always allows you to forward all your incoming calls to a different phone number or SIP- URI, such as your home office or cell phone. You can also make your primary phone emit a short ring burst to inform you if you are next to your phone when the call is forwarded by using the Ring Reminder. This is important when you have forgotten the service is turned on and you are at your primary phone waiting to receive calls. NOTE: The address (phone number or SIP- URI) you forward your calls to must be permitted by your outgoing calling plan. You can also set the phone number or SIP- URI to forward to using the voice portal or on the phone using the feature access code. You can turn this service on or off, or edit the options at any time. From the Web Portal: 23

25 1. Turn Call Forwarding Always on or off. 2. Confirm or enter the phone number or SIP- URI address. Details Click On or Off. When on, Call Forwarding Always forwards all your incoming calls to the phone number or SIP- URI address you entered in the Calls Forward to text box. If the phone number or SIP- URI address indicated is the number to which you want all of your calls forwarded, no action is necessary. You can enter feature access codes and speed codes in addition to phone numbers and extensions. An FAC could also be used as a prefix to a speed code. To edit or delete a phone number or SIP- URI address, click and drag your mouse pointer over the information in the text box. The information is highlighted. Press the DELETE key on your keyboard to empty the text box of its contents, or simply begin typing, to enter new information. Type the new phone number or SIP- URI address in a valid format (no dashes, parentheses, or spaces are necessary). To forward to a long distance number, it must be preceded by a + and a country code. If you type an invalid phone number, you are prompted to retype it. This is required information, when the service is on. The Play Ring Reminder when a call is forwarded check box 3. Select whether to play a causes the service to play a short ring burst at your office phone ring reminder. when a call is forwarded, if checked. No ring reminder is played if it is not checked. 4. Save your changes. Click Save. Figure 24 Call Forwarding Always Call Forwarding Busy Call Forwarding Busy allows you to forward all your incoming calls to a different phone number or SIP- URI if your phone is currently busy. Use this service when you would rather have a secretary or co- worker receive the call instead of the caller being sent to your voice messaging box. Note that the address (phone number or SIP- URI) you forward your calls to must be permitted by your outgoing calling plan. You can also set the phone number or SIP- URI to forward to using the feature access code. You use this page to activate and edit the options of the Call Forwarding Busy service. You can turn this service on or off, or edit the options at any time. If the service is activated, you must enter a number or SIP- URI address in the Calls Forward to text box. 24

26 From Your Web Portal: 1. Turn Call Forwarding Busy On or Off. 2. Confirm or enter the phone number or SIP- URI address. Details Click On or Off. When on, Call Forwarding Busy forwards all your incoming calls to the phone number or SIP- URI address you entered in the Calls Forward to text box when you are on the phone. If the phone number or SIP- URI address indicated is the number to which you want all of your calls forwarded, no action is necessary. You can enter feature access codes and speed codes in addition to phone numbers and extensions. An FAC could also be used as a prefix to a speed code. To edit or delete a phone number or SIP- URI address, click and drag your mouse pointer over the information in the text box. The information is highlighted. Press the DELETE key on your keyboard to empty the text box of its contents, or simply begin typing to enter new information. Type the new phone number or SIP- URI address in a valid format (no dashes, parentheses, or spaces are necessary). To forward to a long distance number, it must be preceded by a + and a country code. If you type an invalid phone number, you are prompted to retype it. This is required information, when this service is on. 3. Save your changes. Click Save. Figure 25 Call Forwarding Busy Call Forwarding No Answer Call Forwarding No Answer allows you to forward all your calls to a different phone number or SIP- URI when you do not answer your phone. Use this service when you would rather have a secretary or co- worker receive the call instead of the caller being sent to your voice messaging box if you miss a call. You can turn this service on or off, or edit the options at any time. 25

27 From Your Web Portal: 1. Turn Call Forwarding No Answer on or off. 2. Confirm or enter the phone number or SIP URI address. Details Click On or Off. When on, Call Forwarding No Answer forwards all your incoming calls to the phone number or SIP- URI address you typed in the Calls Forward to text box when you are on the phone. If the phone number or SIP- URI address indicated is the number to which you want all of your calls forwarded, no action is necessary. You can enter feature access codes and speed codes in addition to phone numbers and extensions. An FAC could also be used as a prefix to a speed code. To edit or delete a phone number or SIP- URI address, click and drag your mouse pointer over the information in the text box. The information is highlighted. Press the DELETE key on your keyboard to empty the text box of its contents, or simply begin typing to enter new information. Type the new phone number in a valid format (no dashes, parentheses, or spaces are necessary). 3. Select the number of rings before calls are forwarded. To forward to a long distance number, it must be preceded by a + and a country code. If you type an invalid phone number, you are prompted to retype it. This is required information, when the service is on. From the drop- down menu, select the number times you want your phone to ring before the caller is directed to the specified number or SIP- URI address. NOTE: Other services, such as Voice Messaging, share this setting and if it is changed in one service, that change affects all other services. 4. Save your changes. Click Save. Figure 26 Call Forwarding No Answer Call Forwarding Not Reachable Call Forwarding Not Reachable allows you to forward all your incoming calls to a different phone number or SIP- URI when your device is not accessible by the Hosted VoIP Phone System. Note that the address (phone number or SIP- URI) you forward your calls to must be permitted by your outgoing calling plan. You can also set the phone number or SIP- URI to forward to using the features access code. NOTE: The forwarding address must be permitted by your outgoing calling plan. From Your Web Portal: 26

28 Details Click On or Off. When on, Call Forwarding Not Reachable 1. Turn Call Forwarding Not forwards your calls to the address you define in the *Calls Reachable on or off. Forward to phone number/sip- URI text box. In the *Call Forward to phone number/sip- URI text box, enter 2. Define your forwarding the phone number or address where the incoming call should be address. redirected when your device is unreachable. 3. Save your changes. Click Save. Figure 27 Call Forwarding Not Reachable Call Forwarding Selective Call Forwarding Selective allows you to forward specific calls matching your pre- defined criteria to a different phone number or SIP- URI. Use this service to forward calls from your manager, a family member, or an important customer to your cell phone, alternate business phone, or home phone. The criteria for each Call Forwarding Selective entry can be a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be satisfied for the call to be forwarded (phone number and day of week and time of day). If the call is not forwarded, the call continues as if the is service was not turned on. You must designate one phone number or SIP- URI address as the default forwarding number. All specified calls are forwarded to the default unless you add criteria for number to be forwarded to another number of your choice. 27

29 From Your Web Portal: 1. Enable or Disable Call Forwarding Selective. Click Edit to configure the feature. 2. Set the default forwarding number or SIP- URI address. 3. Set the ring reminder. 4. Select pages, from which you can add, modify, or delete callers and associated criteria who you want directed to the Call Forwarding Selective service. 5. Activate or deactivate your Call Forwarding Selective callers and their criteria. 6. Save your changes. Details Click On or Off. When on, Call Forwarding Selective forwards your calls to the address you define in the *Calls Forward to phone number/sip- URI text box when certain criteria are met. In the Default Call Forward to phone number/sip- URL: text box, type in the default number or SIP- URI address you want to have your calls forwarded to. You can also enter feature access codes and speed codes in addition to phone numbers and extensions. This is required information. NOTE: A feature access code can also be used as a prefix to a speed code. Check the Play Ring Reminder when a call is forwarded check box. The service plays a ring reminder when it forwards a call. No ring reminder is played if not checked. NOTE: A ring reminder is a short ringing burst, 500 milliseconds in duration. To add an entry, select Add Rule. A new rule entry appears See section below for how to add a rule. To delete an entry, click Delete. To edit an existing entry, click Edit. A list of Call Forwarding Selective entries you have added or modified appears with a check box under Active at the left of each entry. The check box is checked by default, making the entry active. Clicking in the check box to remove the check deactivates the entry. Click Save to keep your changes or Cancel to discard your changes and return to the previous menu. Figure 28 Call Forwarding Selective 28

30 Adding an entry 1. Name the Call Forwarding Selective entry you want to add. 2. Specify the forwarding number you want to use for this entry. 3. Select a time schedule. 4. Select a holiday schedule. Details In the Description text box, type a name describing this entry. Example: Family Beside Forward to: select Use Default Forward phone number to have all incoming calls that match the criteria set on this page forwarded to your default forwarding number. Select Forward to another phone number to instead forward calls to the number you specify in the input field provided. Select Do not forward if you do not want to forward the calls. From the Time Schedule drop- down list, select the time period during which you want the numbers in this entry to be forwarded to your forwarding number. NOTE: Define your time schedules on the User Profiles page. Before you define your time schedules, your only choice in the drop- down list is Every Day All Day and any schedules defined by the group administrator. From the Holiday Schedule drop- down list, select the holiday schedule during which you want the number in this entry to be forwarded to your forwarding number. NOTE: Define your holiday schedules on the User Profiles page. Before you define your holiday schedules, your only choice in the drop- down list is None and any schedules defined by the group administrator. 29

31 If you want all calls you receive to be forwarded to your forwarding number, select the Any phone number option. To forward only a selected group of phone numbers, select the Following phone numbers option. Check the Any private number box to have all calls from private numbers forwarded directly to your forwarding number. Check the Any unavailable number box to have all calls from unavailable numbers forwarded to your forwarding number. 5. Determine which calls will be forwarded to your forwarding number. If you want one or more specific phone numbers to be forwarded to your forwarding number, check the Following phone numbers check box. You can select Any private number or Any unavailable number. Click your cursor in the first text box under Specific phone numbers, and enter the complete phone number. If you want to specify more than 12 numbers to be forwarded, you need to make a new Call Forwarding Selective entry with the same forwarding number as the current entry, and add the rest of the numbers you want forwarded. NOTE: You can use wild cards. The? is a wild card that can replace a single digit anywhere in a digit string. A trailing * represents a digit string and can appear only at the end of a group of digits and? wild cards. 6. Save your changes. Example: ?4, ??34, 4505?5* Click Save to keep your changes or Cancel to discard the changes and return to the previous menu Call Notify Call Notify allows you to send a notification e- mail containing the caller s name and number, if available, when the call matches your pre- defined criteria. Use this to create an archive of callers or to determine if you missed any important calls. The criteria for each Call Notify entry can be a list of up to 12 phone number or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be true for an e- mail to be sent (phone number and day of week and time of day). Tasks Click Edit to configure entries. To create a Call Notify instance: To edit a Call Notify instance: To delete a Call Notify instance: To activate or deactivate 1. In the Send e- mail to: text box (marked by an envelope icon), type the address in a valid format. 2. Click Add Rule. See the table below for adding a rule. Click Edit next to the instance. Click Delete next to the instance. 1. Check the Active box next to an instance to activate it. Uncheck the 30

32 an existing Call Notify instance: box to disable it. By default, the Active box for this service is checked. This page displays a description of the group if it has been provided by you. Also, the phone number (not extensions) that trigger Call Notify show in the Calls from column. 2. Click Save Adding a Rule 1. In the Description text box, type a description for the instance. To exit without saving, select another page or click Cancel. Details The description should allow you to remember, at a glance, why you specified this service. Click in the text box and type the name. Example: Business Hours To enable notification, select Notify. To disable notification, select Do not notify. 2. Enable or disable notification. 3. Select the time schedule. Select the time schedule for this service from the Time Schedule drop- down list. NOTE: You define your time schedules in the user profile page, under Time Schedules. 4. Select the holiday schedule. Select the holiday schedule for this service from the Holiday Schedule drop- down list. 5. Enter the phone numbers that trigger Call Notify. NOTE: You define your holiday schedules in the user profile page, under Holiday Schedules. To receive notification for a call from any phone number (not an extension); check the Any phone number box. To receive notification for a call from a defined telephone number, check the Any following phone numbers box. You can select Any private number or Any unavailable number. o Click your cursor in the text box and type the complete phone number that should trigger the call notification. You can enter up to 12 numbers for each instance. NOTE: You can use wild cards. The? is a wild card that can replace a single digit anywhere in a digit string (phone number). The wild card, *, is used as a trailing wild card, which means that the trailing * represents a digit string and can only appear at the ned of a string containing digits and? wild cards. Example: ?4, ??34, 4505?5* 6. Save your changes. Click Save to keep your changes or Cancel to discard your changes and return to the previous menu. 31

33 Figure 29 Call Notify Do Not Disturb The Do Not Disturb feature allows you to send your calls directly to your voice messaging box without ringing your phone. In addition, you can make your primary phone emit a short ring burst to inform you when the call is being sent to voice messaging by using the Ring Reminder. This is important when you have forgotten the service is turned on and you are at the phone waiting to receive calls. From Your Web Portal: 1. Turn the service on or off. Details Click On or Off. When on, Do Not Disturb prevents your phone from ringing and callers are given busy treatment (such as being sent to Voice Messaging, if available, or forwarded to the specified number of the Call Forwarding Busy service, if available). The default for this service is Off. The Play Ring Reminder when a call is blocked check box causes the service to play a short ring burst if checked. 2. Select whether to play a No ring reminder is played if not checked. ring reminder. A ring reminder is played if this service blocks a call while this check box is checked. The ring reminder is a short ringing burst, 500 milliseconds in duration. 3. Save your changes. Click Save to keep your changes. Figure 30 Do Not Disturb Priority Alert This feature allows you to add a priority alert entry. Specify the time schedule and/or holiday schedule you would like a priority alert to occur. Also, you can have a priority alert occur when only specified numbers call or all external numbers call. If you need more than 12 numbers or more distinct time or holiday periods, you can create multiple priority alert entries. From Your Web Portal: Details To stop this feature, click Deactivate. To configure Priority Alert entries, click Edit. 1. Add an entry. To add a new entry, click Add rule. 2. In the Description text box, The description should allow you to remember, at a glance, the 32

34 type a description for this instance. 3. Enable or disable priority alert. 4. Select the time schedule. 5. Select the holiday schedule. instance for which you have specified this service. For example, if you want to receive Priority Alert on calls from outside of your company only, you might name the notification External. To enable priority alert, select Use priority alert. To disable priority alert, select Do not use priority alert. Select the time schedule from the Time Schedule drop- down list. NOTE: Define your time schedules on the User Profile page, under Time schedules. Select the holiday schedule from the Holiday Schedule drop- down list. NOTE: Define your holiday schedules on the User Profile page, under Holiday Schedules. When a call is received for this user, the Priority Alert service tags that call as External or Group/Enterprise. If the call is External: To receive Priority Alert on calls from any phone number (not extension), check Any external phone number. If this is not selected, the service will search in the Any following phone numbers list. If the call is Group/Enterprise: When the call is a Group call, the Priority Alert service always goes to the Any following phone numbers even if it has not been selected. 6. Type the phone numbers which trigger Priority Alert. To receive notifications of calls from a defined telephone number, enter the numbers in the Specific phone numbers text boxes. You can select Any private number or Any unavailable number. Click in the first text box and enter the complete phone number that should trigger the Priority Alert. You can enter up to 12 numbers for each instance. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, +1 must precede a long distance number within the U.S. NOTE: You can use wild cards. The? is a wild card that can replace a single digit anywhere in a digit string. A trailing * represents a digit string and can only appear at the end of a string containing digits and? wild cards. Example: ?4, ??34, 4505?5* 7. Save your changes. Click Save to keep your changes or Cancel to discard without saving. 33

35 Figure 31 Priority Alert Selective Call Acceptance Selective Call Acceptance allows you to receive only calls that meet your pre- defined criteria. The criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be true for you to receive the call. From Your Web Portal: To stop the service, click Deactivate. To edit existing entries, or to add a new entry, click Edit. Details To add a new entry click Add Rule. At a glance, this shows you the instance for which you have set 1. In the Description text box, this service. Click on the corresponding text box and type the type a description of the name. phone number in this instance. Example: Family To accept the call, select Accept call. 2. Accept or reject the call. To reject the call, select Do not accept call. Select the time schedule for this service from the Time Schedule drop- down list. 3. Select the time schedule. NOTE: Define your time schedules in the User Profile page, under Time Schedules. Select the holiday schedule from the Holiday Schedule drop- down list. 4. Select the holiday schedule. NOTE: Define your holiday schedules on the User Profile page, under Holiday Schedules. 34

36 To accept calls from any phone number, check the Any phone number check box. To receive notifications of calls from a defined telephone number, check the Any following phone numbers check box. You can select Any private number or Any unavailable number. 5. Type the phone numbers that will trigger Selective Call Acceptance. Click in the text box and type the complete phone number that should trigger the instance. You can enter up to 12 numbers for each instance. NOTE: You can use wild cards. The? is a wild card that can replace a single digit anywhere in a digit string. A trailing * represents a digit string and can only appear at the end of a string containing digits and? wild cards. Example: ?4, ??34, 4505?5* 6. Save your changes. Click Save to keep your changes. Figure 32 Selective Call Acceptance Selective Call Rejection Selective Call Rejection Add allows you to add a Selective Call Rejection entry and decide the time schedule you would like the call rejected. Also you can have the call rejected when only specified numbers call, all numbers call, or for forwarded calls. If you need more than 12 numbers or more distinct time or holiday periods, you can create multiple Selective Call Rejection entries. From Your Web Portal: To stop the service, click Deactivate. To edit existing entries, or to add a new entry, click Edit. Details To add a new entry click Add Rule At a glance, this shows you the instance for which you have set 1. In the Description text box, type this service. Click on the corresponding text box and type the a description of the phone name. numbers for this instance. Example: Telesales To accept the call, select Accept call. 2. Accept or reject the call. To reject the call, select Do not accept call. 35

37 3. Select the time schedule. 4. Select the holiday schedule. 5. Type the phone numbers that trigger Selective Call Rejection. Select the time schedule for this service from the Time Schedule drop- down list. NOTE: You define your time schedules on the User Time Schedule page. Select the holiday schedule from the Holiday Schedule drop- down list. NOTE: Define your holiday schedules on the User Profile page, under Holiday Schedules. To reject calls from any phone number, select From any phone number. To reject forwarded calls, select Forwarded. If you want to reject only certain phone number, select From any following phone numbers. You can select Any private number or Any unavailable number. If you want to reject calls from specific phone numbers, use the 12 text field provided. Click your cursor in a field and type the complete phone number to be rejected. You can enter up to 12 numbers for each Selective Call Rejection entry. NOTE: You can use wild cards. The? is a wild card that can replace a single digit anywhere in a digit string. A trailing * represents a digit string and can only appear at the end of a string containing digits and? wild cards. Example: ?4, ??34, 4505?5* 6. Save your changes. Click Save to keep your changes. Figure 33 Selective Call Rejection Simultaneous Ring Personal Simultaneous Ring Personal allows you to list phone number or SIP- URI addresses you would like to ring in addition to your primary phone when you receive a call. This feature is helpful when you are not at your phone but you would like your cell phone to ring when you get a call. You can also turn off simultaneous ringing when you are at your desk on a call. Warning: If your cell phone or other phone has voice mail that picks up before your office voice messaging picks up, your voice mails could be on your cell phone messaging system. You can enter up to ten other phone numbers (or extensions) or SIP- URI addresses. The call rings at all of the numbers on your list (for this service), as long as the lines are not busy. The call is answered by the user (at the number) who picks up the call first. 36