Managing Your Hosted PBX Services

Transcription

1 This guide is designed to provide some insight in to managing your Hosted PBX account. The topics in this guide are as follows: Your Role Contacting BullsEye An Overview of Hosted PBX functionality istrative Tasks Configuration Setup Disaster Recovery Options IP Phone Troubleshooting Your Role If you are reading this, you have assumed the role of managing your companies Hosted PBX services. With a little help from BullsEye, this will be much easier than you think! Your responsibilities as an istrator are as follows: Educate Yourself. As the istrator, it is important that you have a good working knowledge of IP technology, and in particular, Hosted PBX. As well, there are numerous tools that you and your team are going to be using (i.e., The Call Manager and the Digital Voice Portal). Being very familiar with their operation is important. Support materials for these tools (and much more) is available at Properly Configure Your Services. The crux of your duties lie in the initial setup and on-going management of your Hosted PBX services. Monitor Your Services. It is imperative that your phone system is properly working 24/7. This includes both the bandwidth and internet access to each location, as well as the IP phones and router (i.e., session border controller) that are part of your configuration. Field Questions from Staff. Everyone that has an IP telephone will look to you for support on how to use, manage, and configure their phones. Make Account Changes. Inevitably, you will be asked to login to the digital voice portal and make changes to the individual accounts of your staff. For example, someone may call you to change their Call Forwarding to a different telephone number. Contacting BullsEye If you have any questions or issues, there are numerous people you can call that can assist you. Before and during the installation of your service, your IP Implementation Specialist is available from 8 a.m. to 5 p.m. at Once the service is installed, forward all inquiries to Client Services. Trouble tickets and inquiries related to your invoice, feature usage, special promotions or any other questions regarding the status of your account can be submitted 24/7 via MBA: My Service Center. Client Services is available 24/7 to assist with any repair issue. You may also speak to a live Client Services Specialist Monday through Friday from 7 a.m. - 8 p.m. EST and Saturday from 8 a.m. - 5 p.m. EST at regarding your account. Managing Your Hosted Account 9/16/13 1

2 An Overview of Hosted PBX Functionality Managing Your Hosted PBX Services How does Hosted PBX work? At the customer premise, IP handsets (telephones) are plugged directly into the data network which connects to the Internet using a broadband connection. The CPE (handsets / router) is programmed to communicate directly with BullsEye s IP switch. BullsEye s switch handles all of the signaling, calls and features (a.k.a., PBX functionality) using digital voice software. As incoming and outgoing calls are transmitted over this connection, the calls are converted to IPpackets. Utilizing BullsEye s network and digital voice platform, the calls are placed and received over a broadband connection to the outside telephone word (i.e., the Public Switched Telephone Network). In summary, Hosted PBX is a phone system where BullsEye (as the provider) hosts most of the equipment the phone system requires to operate. All of the functionality usually provided by a customer-premise PBX is provided by BullsEye via a broadband connection. How is it connected? Like a desktop PC, the IP phone plugs into a data network using a network cable, and once turned on, can make calls, forward calls, hold calls, transfer calls, check voice mail, and perform all the functional tasks you would expect out of a business grade PBX. As long as the IP phone has a connection to the Internet, it will function as a business telephone loaded with PBX features that go beyond what a traditional analog or digital telephone can provide. Because of the flexibility of IP, an IP handset can be configured to operate over an open Internet connection without geographical boundaries. Hosted PBX Equipment Options The following is required when implementing Hosted PBX: o A stable broadband connection (DSL, Cable, T1, etc.). Hosted PBX works with any of these types, as long as there is sufficient bandwidth to process voice traffic. o Cisco or Polycom IP phones. o Router. The router or modem is most often provided by the broadband provider. o POE Switch. o CAT5 Ethernet cable. o Patch Panel. o A controlled cool area to mount the equipment. As the administrator, you need to know how this equipment performs, and how to troubleshoot it. NOTE: Please see your Implementation Specialist for an inventory of your specific equipment. How much bandwidth do I really need to run a Hosted PBX? Hosted PBX Digital Voice service does not consume any notable bandwidth until you make an external phone call. Usage, including checking voice mail, and dialing internal extensions within the company, require negligible bandwidth. If there are no external calls made, the bandwidth consumption is negligible. Once you make or receive an external phone call, the bandwidth consumed will be a very conservative 30kbps-90kbps (kilobits per second). If you have 2 external calls running at the same time the bandwidth consumed will be 180kbps until either one of the calls hangs up, at which point the consumption of bandwidth drops down. Though the signal is compressed at 30kbps, it is still very high quality. The Engineering standard for VoIP call bandwidth is: G729 60k and G k The important thing to know is how many concurrent maximum calls (or paths) your office will have at any one time, and the upload bandwidth available on your internet connection. Managing Your Hosted Account 9/16/13 2

3 istrative Task List When it comes to managing your Hosted IP phone service, there are specific tasks that will require your attention. These are broken up in to two groups the tasks that are performed during your initial setup, and the tasks that are done as part of your on-going maintenance. These tasks are as follows: INITIAL SETUP TASKS. During and immediately after your Hosted Service is installed, you will need to ensure that your service is configured and operating correctly. This includes the following 6 tasks: Task #1 - Confirming Your Call Flow. Meticulously checking the routing of all incoming calls from all your phones to ensure that the setup has been done correctly is a very important first step. Task #2 - Confirming Your Auto Attendant Settings. Methodically checking the routing of your Auto Attendant is also a very important thing to do. Methodically examining each option to ensure that the routing is correct is paramount. Instructions on the Auto Attendant are available at our online Support website. Task #3 - Confirming Your Hunt Group Settings (if applicable). Similar to Call Flow and Auto Attendant, a careful examination of your Hunt Group call routing needs to be performed. Task #4 - Creating Portal User ID s & Passwords. All recipients of an IP phone will require secure access to the digital voice portal so that they can modify and control their IP phones. The steps to perform this task are included in this document. Task #5 - Setting Up Voic . Both at the company level and individual level, all voic boxes need to be setup as soon as your new system comes online. The steps to perform this task are included in this document. Task #6 - Completing the Directory of Employee Names. Using the Digital Voice Portal, the directory list of names needs to be updated so that it is accurate. This affects both Caller ID and Calling Name functions. The steps to perform this task are included in this document. ON-GOING MANAGEMENT TASKS. Once everything is installed and configured, the majority of your time will be spent in management mode. This includes the following tasks: Providing Account Support. Accessing the digital voice portal and making feature changes (i.e., call routing) for your staff will occur. As well, some users will have issues making their features work properly. This is where you will have to troubleshoot and solve their technical issues. Making Configuration Updates. As employees come and go, or people change roles or departments, modifications to the Enterprise Directory of Employee Names will need to occur. As well, changes to your Hunt Groups, User Id s and passwords, etc., will constantly require updating. Monitoring Your Service & Equipment. All of your IP phones and the related equipment (i.e., your Power over Ethernet Switch) will need to be monitored. If something goes wrong, you will need to investigate and address the issue. Customizing Additional Features. Because of the rich feature set that is available, such as Remote Office, Priority Alert, Time Schedules, etc., you should explore how these features can help improve call flow and create operational efficiencies. Providing Training. It will be necessary for new employees to receive information on their phone system, as well as how to access and use the Digital Voice portal. Managing Your Hosted Account 9/16/13 3

4 istrative Tasks - Detailed Instructions This section explains basic procedures used by the Digital Voice Portal istrator including: Logging into the Digital Voice Portal Searching for a User Resetting User Toolbar and Portal Passwords Searching for a Group Maintaining Time Schedules Maintaining User Profiles Maintaining Hunt Groups Resetting User Voice Mail Passwords Maintaining Auto Attendant Logging into the Digital Voice Portal 1. Navigate to the URL: The Digital Voice Portal Login screen is displayed. 2. Enter your Enterprise istrator User ID and Password then click Login. The Enterprise Profile screen is displayed. Managing Your Hosted Account 9/16/13 4

5 Searching for a User 1. Log-In to the Digital Voice Portal. The Enterprise Profile screen is displayed. 2. From the Enterprise Profile screen, click Users. The Users Search screen is displayed. 3. Select First Name, Last Name or Phone Number and Contains, and enter the value you want to search for in the corresponding field then click Search. The matching user will be displayed under the search criteria fields. Alternately, you can ignore the search criteria fields, click Search and page through the list of users to find the person or number you want. 4. Click Edit. The User Profile menu is displayed. Managing Your Hosted Account 9/16/13 5

6 Searching for a Group Services such as Auto Attendant, Call Park and Hunt Group are maintained at the group level. In order to view or maintain these services, you must first search for and then select the desired group. 1. Log-In to the Digital Voice Portal. The Enterprise Profile screen is displayed. 2. From the Enterprise Profile screen, click Groups. The Groups Search screen is displayed. 3. Click Search. A list of the Groups assigned to your account are displayed. Note: Most companies do not have more than one or two pages of groups to select from. You can page through the list to find the Group you want or use the Search Criteria fields to search for a specific group. 4. Click Edit next to the group you want to select. The Group Profile screen is displayed for the selected Group. Managing Your Hosted Account 9/16/13 6

7 Maintaining User Profiles The User Profile screen allows user details to be entered and user s assigned to departments. 1. Search for the User requiring the password reset and display the User Profile menu. 2. Select Profile. The User Profile screen is displayed. 3. Update the information as needed, then click OK. Managing Your Hosted Account 9/16/13 7

8 Resetting User Voice Mail Passwords 1. Search for the User requiring the password reset and display the User Profile menu. 2. Click Passwords. The User Passwords screen is displayed. 3. Select Set Portal Password then enter in both Reset Password fields and click OK. The user s VM password will be reset to the default ( ). Note: is the default VM password. The next time the user accesses their VM using Feature Code *62 from their handset, they will be prompted to enter the default password and then prompted to enter a new personal (secret) password twice for verification. Managing Your Hosted Account 9/16/13 8

9 Resetting User Toolbar and Portal Passwords The following instructions can be used to reset a user s Digital Voice Toolbar password as well as their User Portal password including add-ons such as Call Manager and Virtual Receptionist. 1. Search for the User requiring the password reset and display the User Profile menu. 2. Click Passwords. The User Passwords screen is displayed. 3. Select Set Web Access Password, enter the new password in both Reset Password fields and click OK. Password Rules: Must be at least 8 characters in length Must contain at least 1 uppercase letter Must contain at least 1 lowercase letter Must contain at least 1 number Must contain at least 1 non-numeric character (&#^@#,etc) Cannot contain the logon ID Cannot contain the old password Cannot be reverse of the old password Cannot be any of the last 3 passwords All passwords will expire after 180 days and force a new password entry Logons will be disabled after 5 failed attempts Managing Your Hosted Account 9/16/13 9

10 Setting Your Schedules Managing Your Hosted PBX Services This is actually a two-part step. You need to create both your regular business hours Time Schedule as well as your Holiday Schedule These schedules allow your phone system to automatically switch your prerecorded greetings as well as change the call routing that applies to each one. To do this, follow the steps below and on the following page. Part 1: Setting Your Time Schedule 1. Select Groups within the Enterprise Profile menu. 2. Search for the relevant Customer group and click Edit. 3. From the Profile menu, select Schedules. 4. Click Add to create a time schedule. The Schedule Add screen is displayed. 5. Enter a name for your schedule in the Schedule Name field. 6. Select Time for the Schedule Type and click OK. The new schedule will be added to the Schedules screen. 7. To set-up Events for the schedule, click the schedule name you just created. The Schedule Modify screen is displayed. 8. Click Add. The Event Modify screen is displayed. 9. Complete the screen: o o o o Enter an Event Name. Enter a Start Date and Time. Enter an End Date and Time. If desired, assign a Recurrence Pattern. 10. When finished, click OK. NOTE: Any hours or days of the week not defined here will be treated by the After Hours greeting and routing options. Managing Your Hosted Account 9/16/13 10

11 Setting Your Holiday Schedule 1. Complete steps 1-5 on the previous page. 2. Select Holiday for the Schedule Type and click OK. The new schedule will be added to the Schedules screen. 3. To set-up Events for the schedule, click the schedule name you just created. The Schedule Modify screen is displayed. 4. Click Add. The Event Modify screen is displayed. 5. Complete the screen: o o o Enter an Event Name. Check the All Day Event checkbox. Set the Recurrence Pattern to Never. 6. When finished, click OK. Maintaining Hunt Groups Hunt Groups are maintained at the Group level. 1. Search for and select the Group to which the Hunt Group is assigned. 2. Select Services. The Services menu is displayed. Managing Your Hosted Account 9/16/13 11

12 3. Select Hunt Group. The Hunt Group screen is displayed. 4. Select the Hunt Group you want to maintain. The Hunt Group Profile menu is displayed. 5. Click Profile. The Hunt Group Profile screen is displayed. Managing Your Hosted Account 9/16/13 12

13 6. Modify the Hunt Group Profile as needed, then click OK. Group Policy Options: "Circular": Incoming calls hunt through agents in the order they appear in the list, starting with the agent following the last agent to receive a call. When the search reaches the end of the list, it loops back to the top and continues until it has tried all agents. "Regular": Incoming calls hunt through agents in the order they appear in the list, starting from the top each time. "Simultaneous": Incoming calls alert all agents at the same time. The first agent to answer handles the call. "Uniform": Incoming calls hunt through all agents in order, starting with the agent who has been idle the longest and ending with the agent who most recently answered a call. "Weighted Call Distribution": Incoming calls are assigned to idle agents based on percentages you assign on the Hunt Group's Profile Weighted Call Distribution page. Managing Your Hosted Account 9/16/13 13

14 No Answer Settings: The No Answer Settings configure how the service behaves if a user does not answer a call. Check the Skip to next agent after X rings check box to pass incoming unanswered calls to the next user after the specified number of rings, as determined by the current group policy. Check the Forward call after waiting X seconds check box to forward calls that have not been answered by any user after the specified number of seconds to the phone number specified in the Calls Forward to text box. This box accepts values from 0 to 7200 seconds (2 hours). Enter a number in the Calls Forward to text box to transfer calls to the specified number when a call is not answered in the time specified by the Forward call after waiting X seconds control. Enter the FAC before the number to initiate one of the following services: Calling Line ID Delivery Blocking per Call Calling Line ID Delivery Blocking Allowing per Call Direct Voice Mail Transfer Search Criteria: Use the Search Criteria fields to search for users to add to the Hunt Group. Search results are listed in the Available Users column. Available and Assigned Users: Assigning users moves their names from the Available Users column to the Assigned Users column. You can add users in two ways: To add all users listed in the Available Users column, click Add All. To add one or more users in the Available Users column, select the desired names and click Add. To select a single user, click the desired name in the list. To select multiple users, hold the CTRL key and click the desired names. To select a range of names, click the first name, press the SHIFT key, click the last name, and then release the SHIFT key. Managing Your Hosted Account 9/16/13 14

15 Maintaining Auto Attendant The Auto Attendant is maintained at the Group level. 1. Search for and select the Group to which the Hunt Group is assigned. 2. Select Services. The Services menu is displayed. 3. Select Auto Attendant. The Auto Attendant screen is displayed. Managing Your Hosted Account 9/16/13 15

16 4. Select the Auto Attendant you want to maintain. The Auto Attendant Profile menu is displayed. 5. Click Profile. The Auto Attendant Profile menu is displayed. 6. Modify the Auto Attendant as needed. See the following page for an explanation of common options. Managing Your Hosted Account 9/16/13 16

17 Option Business Hours Holiday Schedule Business Hours Menu After Hours Menu Scope of extension dialing Scope of name dialing Name dialing entries Description Keep the default entry of Every Day All Day or select a specific Time Schedule from the drop-down field. Keep the default of None or select a specific Holiday Schedule from the drop-down field. Click the link to modify the options that the caller will hear when they dial into the Auto Attendant during business hours. Click the link to modify the options that the caller will hear when they dial into the Auto Attendant after business hours. Select an option to determine whether the Auto Attendant can redirect callers by extension to any user in its enterprise, group, or department. Select an option to determine whether the Auto Attendant can redirect callers by name to any user in its enterprise, group, or department. Specify the format callers should use when dialing by name. "LastName + FirstName": The caller must first provide the last name of the person and then the first name. "LastName + FirstName and FirstName + Lastname": The caller can provide first and last names in either order. 7. Modify the Business Hours Menu and After Hours Menu as needed. Click the Business Hours Menu link or After Hours Menu link to display and modify the settings. The Corresponding Menu is displayed. See the following page for an explanation of common options. Managing Your Hosted Account 9/16/13 17

18 Option Business Hours Greeting/After Hours Greeting Menu Options Enable first-level extension dialing Key: Description: Action: Phone Number Description To upload a personal greeting, select the Personal Greeting option and then click Browse to browse for the.wav file of your greeting. For information on recording a personal greeting, refer to the Recording an Auto Attendant Greeting guide. Allow callers to enter the extension of the party they want to reach without selecting a menu option first. The number the caller will be prompted to select for the corresponding action. This should match the corresponding greeting. The description of the person, department or action that corresponds to the Key. The action to be performed when the key is selected by the caller: Transfer with prompt: Plays the message, Your call is being transferred, please hold, and then transfers the call to the specified number. Transfer without prompt: Transfers the call to the specified number, without playing a transfer prompt. Transfer to operator: Plays the message, Please stay on the line while your call is transferred to the operator, and then transfers the call to the specified operator number. Name dialing: Brings the user into the automated name directory. Extension Dialing: Prompts the user for an extension, and transfers the user. Repeat Menu: Replays the Auto Attendant greeting. Exit: Terminates the call. A Phone Number field will be displayed to the right of actions that require a phone number/extension, for example in the case of Transfer actions. Phone numbers can include Feature Access Code prefixes (*##) to activate the following Feature Access Code services: Calling Line ID Delivery Blocking Per Call, Calling Line ID Delivery Allowing Per Call, Direct Voice Mail Transfer, Speed Code 100, etc. 8. Click OK to save the Business Hours Menu or After Hours Menu options. The Auto Attendant Modify screen is displayed. 9. Click OK again to save the Auto Attendant options. Managing Your Hosted Account 9/16/13 18

19 Setting Up Voic Procedures Managing Your Hosted PBX Services Making sure that all of your company s mailboxes are quickly and accurately setup is critical. The steps below are how to perform this 2-step procedure. These steps apply to ALL of your mailboxes. Step 1: Enabling your Voic box 1. Using your Polycom IP-phone, dial * Pick up the handset or press the speaker button. NOTE: If you are using a Cisco phone you will need to reverse steps 1 and When asked for the passcode, enter and then press #. 4. Enter a unique passcode then press #. 5. Enter the same unique passcode then press #. 6. At the main menu, press 3 to record your Personalized Name. 7. Press 1 to start recording. At the prompt, say your name and then press #. Step 2: Recording your Outgoing Messages 1. Using your IP-phone, pick up the handset and dial * Enter your passcode and then press #. 3. Press 1 to access your voic box. 4. Press 2 to create your Busy Greeting. 5. Press 1 to record. State out loud the message that will be heard when you are on the phone. Press # when done. 6. Press 2 to listen to your recorded message. Press 1 to re-record. When finished, press *. 7. Press 3 to create your No Answer Greeting. 8. Press 1 to record. State out loud the message that will be heard when you are not able to answer the phone. Press # when done. 9. Press 2 to listen to your recorded message. Press 1 to re-record. When finished, press *. Your voic is setup and ready to go! Voic Shortcuts To make it easier to use your voic , here is a list of the menu options. Leaving Messages for Other Users During greeting: # Interrupt the greeting and start recording a voice message. * Transfer out of greeting to Voice Portal password prompt. 0 Transfer out of greeting to another extension. While recording message: * Cancel recording and transfer to Voice Portal password prompt. 0 Cancel recording and transfer to another extension. # Stop recording and review message. While reviewing message: 1 Erase message and record again. 2 Listen or view current message. 3 This sends the message (OR you could just hang up). 6 Set or clear the urgent indicator. 7 Set or clear the confidential indicator. * Cancel recording and transfer to Voice Portal password prompt. 0 Cancel recording and transfer to configured number. # Repeat menu. Managing Your Hosted Account 9/16/13 19

20 Accessing Your Voice Portal You can access your personal voice portal using your own phone or another phone. Using Your Phone 1. Using your IP-phone, pick up the handset and dial * Enter your passcode and then press #. You will now be at the Voice Messaging Main Menu. NOTE: Depending on the IP phone, hard key and soft key options are available that allow easy access your voic . From Another Phone 1. Using any phone, pick up the handset and dial the telephone number or ext. 2. Let the phone ring until you engage your voic box. 3. When you begin to hear your No Answer greeting, press * to reach the login prompt. 4. Enter your passcode and then press #. You will now be at the Voice Messaging Main Menu. Voice Portal Main Menu Options 1 Access Voice Mailbox 2 Change CommPilot Express profile 3 Record Personalized Name 4 Change Call Forwarding Options 8 Change Passcode 9 Exit # Repeat menu NOTE: Only those voic options that have been assigned to your user community will be available. Managing Your Hosted Account 9/16/13 20

21 Completing the Directory of Employee Names 1. Go to the following website: 2. Enter your Group Level User ID. 3. Enter your Password. 4. Click on Remember Password to make future log-ins easier for you. 5. Click on Bookmark this page to make future access easier for you. 6. Click on Login. NOTE: Your login and password information can be obtained from your Client Information Sheet. Some Things to Know! To ensure superior performance, use Internet Explorer to access the Digital Voice Portal. 7. Click on Profile. 8. Click on Users. 9. Click on Search. The list of employees names that have been assigned a phone will appear. So that your Enterprise Directory is fully functional, the missing information for each person needs to be inputted. Managing Your Hosted Account 9/16/13 21

22 10. To access an s account (i.e., Mary Jones), click the corresponding Edit button. 11. The profile screen for the account will appear. There are many field options that can be completed. Click on each field and enter the correct information. 12. When you are finished, click on Apply and then Ok. Repeat this procedure for each of your employees. Managing Your Hosted Account 9/16/13 22

23 The Digital Voice Portal The Digital Voice Portal controls both the group level and end user functionality of your phone system. It has numerous features that you should be aware of. Included in this list are ALL of the features that are available at both the and level. FYI s do not typically have the same level of functionality that an would have (for good reason, of course). Included with a description of these features is some additional information to guide you. Profile Group Users Feature Name Profile Addresses Change Passwords Default Assign. & Description Add a new user or manage existing users in your department or group. View or modify your group profile information. Some information can be modified only by your administrator. Addresses allows you to view and maintain your phone numbers and other identities that are used to make and receive calls. Change your password. Notes Everyday function. Everyday function. Optional feature. Everyday function. istrators Add, modify, or remove group administrators and Optional feature. department administrators. Proceed with caution. Departments & Add, modify, or remove departments in your group. Everyday function. Holiday Schedule & Add, modify, or remove holiday schedules for your group. Proceed with caution. Time Schedule Add, modify, or remove time schedules for your group. Proceed with caution. Call Policies Configure user Call Policies Optional feature. Call Processing & Policies Configure group-level Call Processing Policies Optional feature. Communication & Configure group-level Communication Barring Barring Auth Codes Authorization codes. Optional feature. Dial Plan Policy Configure group-level Dial Plan Policy Proceed with caution. Resources Group Feature Name Default Assign. Description Notes Identity/Device Proceed with caution. Add, modify, or remove identity/device profiles. Profiles Call BullsEye. Domains Display the list of domains assigned to your Proceed with caution. group. Call BullsEye. Network Classes of Display the list of Network Classes of Service Proceed with caution. Services assigned to your group. Call BullsEye. Numbers Display the list of phone numbers assigned to Proceed with caution. Managing Your Hosted Account 9/16/13 23

24 Services your group and assign those numbers to departments. Display the list of services and service packs authorized for your group. Call BullsEye. functionality. Services Group Feature Name Auto Attendant Call Park Call Pickup CommPilot Call Manager Music/Video on Hold Voice Messaging Voice Portal Default Assign. Description Serves as an automated receptionist that answers the phone and provides a personalized message to callers. Callers have the option to connect to the operator, dial by name or extension, or connect to configurable extensions. Enable users to park a call against their call park group and set call park attributes. Enable users to answer any ringing line in their call pickup group. Configure the CommPilot Call Manager settings for your group's users. Play an uploaded audio (music) or video file for callers on hold. Enable users to record messages for incoming calls. A message can be recorded when the call is not answered within a certain number of rings, when the user's phone is busy, or when transferred directly to the user's voice mail. Allow users to call from any phone so that they can use and configure their user services. Notes Everyday function. Use as needed. Use as needed. One time setup. One time setup. One time setup. One time setup. Incoming Calls Group Feature Name Calling Name Retrieval Call Forwarding Always Call Forwarding Busy Call Forwarding No Answer Call Forwarding Non Reachable Do Not Disturb Default Assign. Description Provide a caller's name by retrieving the calling name from the network. Automatically forward all your incoming calls to a different phone number. Automatically forward your calls to a different phone number when your phone is busy. Automatically forward your calls to a different phone number when you do not answer your phone after a certain number of rings. Automatically forward your calls to a different phone number when your phone is unreachable. Automatically forward your calls to your voice messaging service, if configured, otherwise the caller hears a busy tone. Notes Everyday function. Everyday function. Everyday function. Everyday function. Everyday function. Everyday function. Managing Your Hosted Account 9/16/13 24