VoiceManager User Guide Release 2.0

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1 VoiceManager User Guide Release 2.0

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3 Table of Contents 2013 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of Cox Communications. i

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5 Table of Contents Table of Contents Table of Contents... i Getting Started with Cox Business VoiceManager... 1 First-Time Users... 1 Logging into MyAccount... 1 Accessing the Web Portal... 2 VoiceManager Features... 3 Anonymous Rejection... 3 Automatic Callback... 4 Barge-In Exempt... 5 Call Forwarding Busy... 9 Call Forwarding No Answer Call Forwarding Not Reachable Call Forwarding Remote Access Call Forwarding Selective Call Forwarding Call Hold Call History Call Notify Call Park and Directed Call Park Call Park Retrieve Call Pickup Call Return Call Transfer Call Waiting Calling Line ID Calling Line ID Blocking per Call Calling Line ID Delivery Internal Calling Line ID Delivery External Calling Name Delivery Calling Name Retrieval Calling Number Delivery Common Phone List Contact List Custom Ringback i

6 Table of Contents Directed Call Park Directed Call Pickup Directed Call Pickup with Barge In Do Not Disturb Extension Dialing Group Directory Hoteling Hunting & Series Completion Incoming Calling Plan (User) Instant Group Call Last Number Redial Multi-Location Extension Dialing Monitored Users Music On Hold - User N-Way Conferencing Outgoing Calling Plan Outlook Integration Personal Phone List Personal Status Manager Priority Alert Privacy Settings Push to Talk Remote Office Schedules Selective Call Acceptance Selective Call Rejection Sequential Ring Simultaneous Ring Personal Speed Dial Speed Dial Speed Dial Standard Voice Mail Three-Way Calling/Consultation Hold/Call Transfer Time Schedule (Personal and Holiday) Toll Restriction Trunk Group ii

7 Table of Contents Unified Messaging User Profile & Feature Settings Virtual Number Service VoiceManager Toolbar Voice Portal Appendix A... i Feature Access Codes... i Index... vii iii

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9 Getting Started Getting Started with Cox Business VoiceManager First-Time Users As a first time user to the Cox Business VoiceManager application, you will receive a welcome from before your installation date. The will contain your username and password. Logging into MyAccount Figure 1 shows a sample welcome that new VoiceManager customers receive. The link that is highlighted should be used to access VoiceManager MyAccount. Figure 1. Welcome (sample) Complete the following steps to log onto VoiceManager MyAccount. 1. Click the embedded link in the to complete the registration process. You should see the phrase, Congratulations; you have successfully activated your account. 2. Click Go to Login Page. 3. Complete the personalized Secret Question and Answer. (Note: The answer must be 5-20 characters in length.) 4. Complete the Contact options and preferences information. 5. Click the Save button. VoiceManager MyAccount User Guide 1

10 Accessing the Web Portal Getting Started You can access the VoiceManager Web Portal in MyAccount through a graphical user interface (GUI). Figure 2. MyAccount Login Page Use the following steps to access the VoiceManager Web Portal. 1. Enter in your web browser to open the Cox Business home page. 2. Click MyAccount in the Business options at the top of the screen. 3. Enter the login name that has been assigned to you in the Username field. (Note: Your login name/ address has been set up with Administrator privileges.) 4. Enter your Password in the corresponding field. (Note: All first-time users are prompted to change their password.) 5. Click Go to view your online profile information and associated accounts. 2 VoiceManager MyAccount User Guide

11 VoiceManager Features This section provides steps to help you activate, enable and manage your VoiceManager features on your phone and online. Descriptions and benefits are provided where available. Anonymous Rejection This feature has been combined with others to create Call Acceptance & Rejection. VoiceManager User Guide 3

12 Automatic Callback Feature Description Automatic Callback provides notification when a busy line within a group becomes available. This feature is available with the VoiceManager Anywhere package and IP Centrex service. Solution Save time wasted on busy signals and redials. Automatic Callback redials the last number called as soon as it becomes available and connects instantly! Setup Turn On Automatic Callback 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Dial/Redial section, click the Automatic Callback link. 5. Choose the On radio button. 6. Click the Save button. Result: A message indicates your Automatic Callback settings were updated. 4 VoiceManager MyAccount User Guide

13 Barge-In Exempt Feature Description Barge-In Exempt allows you to block users who have the Directed Call Pickup with barge-in feature from intruding on your active calls. Solution Maintain your privacy on a phone call without possibility of interruption from callers with barge-in capability. Barge-In Exempt conveniently turns on or off with the click of a button. Setup Barge-In Exempt 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Advanced Call Settings tab. 4. Under the Team Calling section, click the Barge-In Exempt link. 5. Click the ON radio button to block anyone with Directed Call Pickup with Barge-In from conferencing in on your calls. Clicking the Off radio button will allow barge-ins. 6. Click the Save button. Result: A message indicates the Barge-In Exempt settings were updated successfully. VoiceManager MyAccount User Guide 5

14 Busy Lamp Feature Description Busy Lamp works with the IP Phone to enable seeing when designated users are engaged in a telephone call. It is available with VoiceManager packages and IP Centrex service. Solution Improve productivity with this advanced monitoring capability. Calls can be answered and routed in record time, ensuring customer s needs are met quickly! Setup Designate Monitored Users 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Advanced Call Settings tab. 4. Under the Team Calling section, click the Busy Lamp link. 5. Click the user or users listed in the Available Users list you want to designate as a Monitored User. Monitored Users are those individuals whose phone activity can be monitored by others through the shared call appearance feature available on the IP Phones and Receptionist Console Software. 6. Click the Add or Add All button to move one or all to the Monitored Users list. 7. Likewise, click the Remove or Remove All button to remove users from the Monitored Users list and return them to Available Users. 6 VoiceManager MyAccount User Guide

15 8. To find a user that is not in the Available Users list, click the Search drop-down menu. 9. Click either the Last Name or First Name option. 10. Enter the name in the Search field. 11. Click the Find button. 12. Once the list is complete, click the Save button. VoiceManager MyAccount User Guide 7

16 Call Forwarding Always This feature has been combined with others to create Call Forwarding. 8 VoiceManager MyAccount User Guide

17 Call Forwarding Busy This feature has been combined with others to create Call Forwarding. VoiceManager MyAccount User Guide 9

18 Call Forwarding No Answer This feature has been combined with others to create Call Forwarding. 10 VoiceManager MyAccount User Guide

19 Call Forwarding Not Reachable This feature has been combined with others to create Call Forwarding. VoiceManager MyAccount User Guide 11

20 Call Forwarding Remote Access This feature has been combined with others to create Call Forwarding. 12 VoiceManager MyAccount User Guide

21 Call Forwarding Selective This feature has been combined with others to create Call Forwarding. VoiceManager MyAccount User Guide 13

22 Call Forwarding Feature Description Call Forwarding feature options define how calls are managed in different situations and are available based on the type of VoiceManager service package purchased. They may also be included with IP Centrex, PRI, and SIP Mobility services. Options appear in the settings pages. Solution Call Forwarding is an important feature that can be used for disaster recovery and business continuity. Empower employees with advanced call forwarding capabilities, ensuring they can always be reached. Setup Turn On Call Forwarding 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Forwarding section, click the Call Forwarding link. Click the Always checkbox to forward all incoming calls to a different phone number. 1. Click the On checkbox to the left of Always. 2. In the Forward To column, enter the telephone number to which calls should be forwarded. 3. From the Options / Manage column, click the drop-down menu to specify if a Ring Reminder will or will not send an alert of an incoming forwarded call. 4. Click the Save button. Click the Busy checkbox to forward all incoming calls to a different phone number when your primary phone is busy. 1. Click the On checkbox to the left of Busy. 14 VoiceManager MyAccount User Guide

23 2. In the Forward To column, enter the telephone number to which calls should be forwarded. 3. Click the Save button. Click the No Answer checkbox to forward calls when unavailable to answer the phone. 1. Click the On checkbox to the left of No Answer. 2. In the Forward To column, enter the telephone number to which calls should be forwarded. 3. From the Options / Manage column, click the drop-down menu to specify the number of Rings that should occur before calls are forwarded. 4. Click the Save button. Click the Not Reachable checkbox to forward incoming calls when not accessible. 1. Click the On checkbox to the left of Not Reachable. 2. In the Forward To column, enter the telephone number to which calls should be forwarded. 3. Click Save. Click the Call Forwarding Selective checkbox to forward specified calls to a different phone number. 1. Click the On checkbox to the left of Call Forwarding Selective. 2. Click the Ring Reminder drop-down menu and select Ring Reminder Off or Ring Reminder On. 3. Click the Add Call VoiceManager MyAccount User Guide 15

24 Forwarding Selective Rule link. 4. Enter an explanation for the rule in the Description field. 5. Click the When Receiving Calls From drop-down menu to select the type of phone number to which to apply the rule. 6. Enter the phone number to which calls should be forwarded in the Forward to field, or Click the Do Not Forward checkbox. 7. Click the During Regular Schedule and During Holiday Schedule dropdown menus to select when to apply the rule. 8. To create additional schedules, click the Add a Regular Schedule and Add a Holiday Schedule links. Create separate Call Forwarding Rules if both a Regular and Holiday Schedule are desired. See Setting Up Schedules for instructions on how to create and edit a schedule. 1. Click the Save and Return button. 2. To make changes to an existing Call Forwarding Selective Rule, click the checkbox next to the named rule. 3. Click either the Edit or Delete link to make changes to or remove an existing rule. 4. Click the Save and Return button. 16 VoiceManager MyAccount User Guide

25 Call Hold Feature Description Call Hold allows you to dial a feature access code to hold and retrieve calls. You can make another call while the first call is held and can toggle between active and held calls. Call Hold is available with the VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Provide excellent service with flexible features that enable employees to hold and retrieve calls quickly, ensuring availability for important issues. Call Hold enables handling calls of a more urgent nature while affording opportunities to discuss call-back times for those that are not. Setup Call Hold No setup is required for this feature. 1. Click the flash button or the switch hook. 2. Press * Make a second call. Note: To toggle between calls, flash the phone and press *22#. VoiceManager MyAccount User Guide 17

26 Call History Feature Description Call History allows you to view telephone numbers from calls you have missed, received, and dialed. When you click any of the tabs, the Name, Number, and Date/Time of the call appears. You may call the number by clicking the link of the telephone number. Solution Increase productivity by capturing contacts and business even when you miss the calls. Call History enables the access of contact information instantly on a recent call dialed, received, or missed, as well as redialing with the click of a mouse. Setup Call History 1. Log in to Voice Manager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. In the Getting Started with VoiceManager box, under the Download Toolbar heading, click the VoiceManager Toolbar Download link. 4. Click the Call History Icon on the VoiceManager Toolbar to open the Call History Log. 5. Click the desired number link. Result: The call is initiated. 18 VoiceManager MyAccount User Guide

27 Call Notify Feature Description Call Notify allows you to specify conditions for incoming calls that trigger notification. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service. Solution Stay connected anywhere you have access! Call Notify generates an notification to your inbox when specified calls are received. Setup Add Call Notify Rule 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Forwarding section, click the Call Notify link. 5. Enter a valid address in the Send All Notification s to field. 6. Click the Add Call Notify Rule link. 7. Enter a name for the rule in the Description field. 8. Click the When Receiving Calls From drop down menu. 9. Click the phone number type to which the rule applies. The options are Any Phone Number or Specific Phone Numbers. 10. Click the checkbox for Specific Phone Numbers. 11. Click the type of phone number Any Private Number or Any Unavailable Number and enter that number. You may add more numbers when you click the Add Another Number link VoiceManager MyAccount User Guide 19

28 and repeat up to 12 times. 12. Click the Send Notification radio button to activate an alert or select Do Not Send Notification to deactivate this feature. 13. Click the During Regular Schedule and During Holiday Schedule drop down menus and select the option to define when the rule applies. 14. Click the Add a Regular Schedule or Add a Holiday Schedule link to create a new rule. Create separate Call Notify Rules if both a Regular and a Holiday Schedule are desired. See Add a Schedule Setup for detailed instructions. 15. Click the Save and Return button. 20 VoiceManager MyAccount User Guide

29 Call Park and Directed Call Park Feature Description Call Park allows you to hold a call for an extended period of time, then retrieve it from any extension within your group. Directed Call Park enables a user to hold a call by a specific extension number and pick up from any in-group extension. Both features are available with the VoiceManager Anywhere package and IP Centrex service. Solution Provide excellent service with flexible features that enable employees to hold and retrieve calls from any phone in the facility! Call Park allows you to answer a call and place it on hold at another extension in your group in order to assure customer s needs are met quickly and efficiently. Setup Edit/Add a Call Park Group 13. Log in to VoiceManager MyAccount. 14. Click the VoiceManager Tools menu in the left navigation bar. 15. Click the Call Settings tab. 16. Under the Holds and Transfers section, click the Call Park link. 17. Click Edit or Delete to change or remove an existing Call Park Group. Click Add Call Park Group to create a new group. 18. Enter a description in the Group Name field. 19. Click on names from the Available Users list. 20. Click the Add or Add All button to move one or all to the Assigned Users list. 21. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users. 22. To find a user that is not in the Available Users list, click the Search drop-down menu. VoiceManager MyAccount User Guide 21

30 23. Click either the Last Name or First Name option. 24. Enter the name in the Search field. 25. Click the Find button. 26. Once the list is complete, click the Save and Return button. Result: A message indicates the Call Park Group was added. Call Park Settings Directed Call Park No setup is required for this feature. 1. Enter a Recall Time value between 30 and 600 seconds to set the amount of time a parked call waits before being redirected back to the original extension. 2. Click the Display dropdown menu to set the amount of time a parked call that is not retrieved displays on the phone before it is automatically released. 3. Click the Enable Parked Destination Announcement checkbox to announce a call that is parked or waiting. 4. Click the Save button. To Park a Call on a Different Extension: 1. Press *68#. 2. Enter the extension where the call is parked followed by the # sign. 22 VoiceManager MyAccount User Guide

31 Call Park Retrieve Feature Description Call Park Retrieve allows you to pick up a parked call from your phone by dialing an access code. Call Park Retrieve is available with the VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Provide excellent service with flexible features that enable employees to park and retrieve calls quickly, ensuring prompt customer service. Call Park Retrieve enables handling calls for others as well as mobility within an office, promoting the efficiency of a team effort and maximizing productivity. Setup Call Park Retrieve No setup is required for this feature. 1. Press *88#. 2. Dial the extension where the call is parked. 3. Press #. 4. If the call is parked on the extension retrieving the call, simply press #. VoiceManager MyAccount User Guide 23

32 Call Pickup Feature Description Call Pickup enables answering any line ringing within a Call Pickup Group. It is available with the VoiceManager Anywhere package and IP Centrex service. Solution Provide excellent customer service by enabling employees to answer any line within their Call Pickup Group. Setup Edit/Add a Call Pickup Group 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Advanced Call Settings tab. 4. Under the Team Calling section, click the Call Pickup link. 5. Click the Add Call Pickup Group link. 6. In the Group Name field, enter a name for those who can answer calls for each other. 7. To add users to a group, click on names from the Available Users list. 8. Click the Add or Add All button to move one or all to the Assigned Users list. 9. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users. 10. To find a user that is not in the Available Users list, click the Search drop-down menu. 11. Click either the Last Name or First Name option. 12. Enter the name in the Search field. 13. Click the Find button. 24 VoiceManager MyAccount User Guide

33 14. Click the Save and Return button to complete the process. Result: A message indicates your Call Pickup Group was added. It will now be available in the My Call Pickup Group section. VoiceManager MyAccount User Guide 25

34 Call Return Feature Description Call Return allows you to call the last party that called, whether or not the call was answered. To call back the last party that called, just dial the call return feature access code (see your Feature Access Code page). If the calling number is not available, you receive an error message. Call Return is available with the VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Enhance productivity and customer service by creating a climate of follow-up. Connect with clients, even after missing a call the first time, and build customer loyalty and business. Setup Call Return No setup is required for this feature. 1. Click the flash button or the switch hook. 2. Press *69. Result: You will either connect with your previous caller, or, if not available, you will receive an error message. 26 VoiceManager MyAccount User Guide

35 Call Transfer Feature Description Call Transfer manages how transferred calls are directed. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service. Solution Ensure customers receive speedy service by routing calls quickly and efficiently. The Call Transfer feature facilitates call management and direction. Setup Call Transfer Settings Call Transfer Recall: Use this type of transfer to reconnect to the transferring party after a pre-defined number of rings. 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Holds and Transfers section, click the Call Transfer link. 5. Select the On radio button to activate the Call Transfer Recall feature. 6. From the Number of Rings Before Recall drop-down menu, select the number of times the phone should ring before it is reconnected to the transferring party. Busy Camp: Use this type of transfer to place the caller on hold for a pre-defined time until the line becomes available. 1. Select the On radio button to activate the Busy Camp feature. 2. Enter the number of seconds 30 to the caller should hold until the line becomes available in the Busy Camp Duration field. VoiceManager MyAccount User Guide 27

36 Redirect Unannounced Transfers: Use this type of transfer to prevent unannounced calls. 1. Select the On radio button to Redirect Unannounced Transfers. Redirect Announced Transfers: Use this type of transfer to prevent announced calls. 1. Select the On radio button to Redirect Announced Transfers. 2. Click the Save button. 28 VoiceManager MyAccount User Guide

37 Call Waiting Feature Description Call Waiting notifies you of an incoming call while on the phone by sounding two short bursts allowing you to ignore the incoming call, or place the first call on hold and answer the second. Call Waiting is available with the VoiceManager Office and Anywhere packages, and IP Centrex service. Solution Increase productivity and enhance customer service by notifying employees when an additional call is waiting with the VoiceManager Call Waiting feature. Setup Activate Call Waiting 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Receiving section, click the Call Waiting link. 5. Select the On or Off radio button to activate or deactivate the Call Waiting feature. 6. Click the Save button. Result: A message indicates your Call Waiting settings saved successfully. Note: To make an uninterrupted call, Press *70# from your phone. The Call Waiting service turns back on after the next outgoing call. VoiceManager MyAccount User Guide 29

38 Calling Line ID Feature Description Calling Line ID provides the option to display or block the name and number for callers inside and outside a group. This feature is available with all VoiceManager packages and IP Centex service. Solution Control and protect personal identity. The Calling Line ID feature controls the information that displays on the phone for incoming and outgoing calls. Maintain privacy by blocking phone identification when making external calls. Setup Turn On Calling Line ID 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Acceptance section, click Calling Line ID link. 5. Click the On or Off radio button to activate or deactivate the following Calling Line ID functions: o External Line ID Displays the name and number of callers outside the group. o Internal Line ID Displays the name and number for callers inside the group. o Name Retrieval Searches for the name of an anonymous incoming caller through an external database. o Line ID Blocking Omits personal identity when placing outgoing calls. 6. Click the Save button. 30 VoiceManager MyAccount User Guide

39 Calling Line ID Blocking per Call This feature has been combined with others to create Calling Line ID. VoiceManager MyAccount User Guide 31

40 Calling Line ID Delivery Internal This feature has been combined with others to create Calling Line ID. 32 VoiceManager MyAccount User Guide

41 Calling Line ID Delivery External This feature has been combined with others to create Calling Line ID. VoiceManager MyAccount User Guide 33

42 Calling Name Delivery Feature Description Calling Name Delivery is activated through Calling Line ID, and displays the calling line name and number for callers from inside your group or enterprise (Internal) and / or callers from outside your group or enterprise (External). Calling Name Delivery is available with the VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Control your phone schedule time by identifying the name of a caller based upon unique information access, then manage the call as appropriate. Setup Calling Name Delivery 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Acceptance section, click Calling Line ID link. 5. Click the On or Off radio button to activate or deactivate the following Calling Line ID functions: External Line ID Displays the name and number of callers outside the group. Internal Line ID Displays the name and number for callers inside the group. Name Retrieval Searches for the name of an anonymous incoming caller through an external database. 6. Click the Save button. Result: A message indicates the Calling Line ID settings saved successfully. 34 VoiceManager MyAccount User Guide

43 Calling Name Retrieval Feature Description Calling Name Retrieval is activated through Calling Line ID, and enables you to identify a caller s name using information from a source other than the Cox Network, such as your Outlook folder or Smart Phone. Calling Name Retrieval is available with the VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Control your phone schedule time by identifying the name of a caller based upon unique information access, then manage the call as appropriate. Setup Calling Name Retrieval 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Acceptance section, click Calling Line ID link. Click the On or Off radio button to activate or deactivate the Calling Line ID function Name Retrieval. Name Retrieval searches for the name of an anonymous incoming caller through an external database. 5. Click the Save button. Result: A message indicates the Calling Line ID settings saved successfully. VoiceManager MyAccount User Guide 35

44 Calling Number Delivery Feature Description Calling Number Delivery is activated through Calling Line ID, and enables you to see a caller's telephone number and name when they are trying to reach you. Calling Number Delivery is available with the VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Identify an incoming call s telephone number to prioritize and determine if you want to answer the call. Setup Calling Number Delivery 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Acceptance section, click Calling Line ID link. 5. Click the On or Off radio button to activate or deactivate the following Calling Line ID functions: External Line ID Displays the name and number of callers outside the group. Internal Line ID Displays the name and number for callers inside the group. Name Retrieval Searches for the name of an anonymous incoming caller through an external database. 6. Click the Save button. Result: A message indicates the Calling Line ID settings saved successfully. 36 VoiceManager MyAccount User Guide

45 Common Phone List Feature Description Common Phone List allows you to create and store a list of frequently called contacts that others in the company can access and call through an application called Contact List. Click-todial capabilities are provided via the VoiceManager Toolbar feature. Solution Create a convenient, customized list of contacts you may call at the click of a mouse from anywhere. Enhance productivity and find frequently called phone numbers instantly. Setup Add / Edit Contacts 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Applications tab. 4. Under the VoiceManager Toolbar section, click the Contact List link. 5. To import a contact list from a saved file, click the Import Contact List link. 6. To add contacts one at a time as a User click the Add Personal Contact link. 7. Administrators, click the Add Common Contact link to add contacts one by one. 8. Enter the Name of the contact in the field provided. 9. Enter the associated Phone Number. 10. Click the Save button. Result: A message indicates your contact added successfully. VoiceManager MyAccount User Guide 37

46 Contact List Feature Description Contact List allows customization and management of a personal contact list. This feature is available with the VoiceManager Office and Anywhere packages, and IP Centrex service. Solution Make fast work of managing business contacts! Quickly and easily personalize and manage a contact list using the Contact List feature. Administrators can also manage the Common Contact List that is accessible to all employees. Setup Add/Edit Contacts 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Applications tab. 4. Under the VoiceManager Toolbar section, click the Contact List link. 5. To import a contact list from a saved file, click the Import Contact List link. 6. To add contacts one at a time as a User click the Add Personal Contact link. 7. Administrators, click the Add Common Contact link to add contacts one by one. 8. Enter the Name of the contact in the field provided. 9. Enter the associated Phone Number. 10. Click the Save button. Result: A message indicates your contact added successfully. 38 VoiceManager MyAccount User Guide

47 Custom Ringback Feature Description Custom Ringback allows a selected and / or uploaded ringback to play to callers based on a phone number list or a specific time during the day or week. Custom Ringback is available as an a la carte feature with any VoiceManager package or IP Centrex service. Solution Deliver optimal customer service by providing a customized message or ring tone to specific customers. Setup Group and Personal Ringback Rules 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Receiving section, click the Custom Ringback link. Group Ringback: 5. Click one of the Action radio buttons to select whether or not to play a Group Ringback. 6. If you choose Play Ringback, click Select Audio to upload a custom audio file. 7. Click Browse to find the file. 8. Click your file name to select it. 9. Click the checkbox to accept the disclaimer. 10. Click the Continue button. Personal Ringback: 11. To engage an existing rule, click the On checkbox next to the Ringback Rule. 12. Click Save. 13. To create a new ringback selection, click the Add Custom Ringback Rule VoiceManager MyAccount User Guide 39

48 link. 14. Enter a name for this group in the Description field. 15. Click the When Receiving Calls From drop-down menu to select the phone numbers covered by this rule. 16. Click the Play Ringback or Do Not Play Ringback, depending upon preference. 17. Click the drop-down menu for During Regular Schedule or During Holiday Schedule to select when the rule applies. 18. Click Add a Regular Schedule or Add a Holiday Schedule to create a time detailed schedule and event. Create separate Custom Ringback Rules if both a Regular and Holiday Schedule are desired. 19. Enter a name for the new regular or holiday schedule in the Schedule Name space. 20. Click the radio button for Group or Personal to indicate who will have access to this rule. 21. In the Event Name space, type what this rule will be called. 22. Enter the Start Time by clicking the calendar link and the start date. 23. Enter the start time in the four digit format, hh:mm, in the space. 24. Click the drop-down menu; select AM or PM. 25. If the rule applies more than specified hours, click the All Day checkbox. 40 VoiceManager MyAccount User Guide

49 26. For the End Time, repeat steps # Click the Recurs dropdown menu and select how often the rule applies. 28. Click the Save button. 29. To change an existing rule, click the Edit link next to the rule. 30. Make all necessary changes and click the Save button. VoiceManager MyAccount User Guide 41

50 Directed Call Park This feature has been combined with Call Park. 42 VoiceManager MyAccount User Guide

51 Directed Call Pickup This feature has been combined with others to create Directed Call Pickup Including Barge-In. VoiceManager MyAccount User Guide 43

52 Directed Call Pickup with Barge In Feature Description Directed Call Pickup allows you to answer a call ringing to a specific extension within the call pick-up group. Directed Call Pickup with Barge-In enables you to automatically conference in to an existing call that has been answered within the call pickup group. These features are available with the VoiceManager Anywhere and Office packages, and IP Centrex service. Note: A Call Pickup Group and a Call Pickup Group with Barge-In is defined by the Group Administrator. 1. Solution Maintain business priorities and choose to answer specific incoming calls to ensure faster handling time and service. Add convenience by answering an incoming call ringing on a different phone without leaving your desk. Also, join a call in progress to monitor the quality of the communication and provide coaching or support. Setup Directed Call Pickup No setup is required for this feature. 1. From your phone, press Flash or switch hook. 2. Press *97# and the extension number of the call you want to answer. 3. Press the # sign. Directed Call Pickup with Barge-In No setup is required for this feature. 1.. From your phone, press Flash or switch hook. 2. Press *33# and then the specific extension number of the call you want to pick up. 3. Press the # sign. 44 VoiceManager MyAccount User Guide

53 Do Not Disturb Feature Description Do Not Disturb can send calls directly to voic without ringing the primary phone. It is available with the VoiceManager Anywhere package and IP Centrex service. Solution Increase productivity by minimizing interruptions. Do Not Disturb eliminates ringing by redirecting calls to voice mail. Setup Turn On Do Not Disturb 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Acceptance section, click the Do Not Disturb link. 5. Click the On radio button to activate the Do Not Disturb feature and send calls directly to voic . When Do Not Disturb is turned on, a Ring Reminder option appears. 6. Click the Ring Reminder radio button On or Off to activate or deactivate a short ring when a call is sent to voic . 7. Click the Save button. Result: A message indicates your Do Not Disturb setting was saved. VoiceManager MyAccount User Guide 45

54 Extension Dialing Feature Description Extension Dialing allows you to reach any other user within the VoiceManager group by dialing an internal extension. This feature is automatic with VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Save time and reach others in the company by using a convenient, abbreviated dialing plan. Setup Extension Dialing Extension Dialing is set up with service installation and defaults to four-digit dialing the last four digits of the phone number. Customers may request up to six-digit dialing. 46 VoiceManager MyAccount User Guide

55 Group Directory Feature Description Group Directory allows you to create multiple contact lists containing names, phone numbers, extensions, s and account numbers. Group Directory is available with VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Manage contacts quickly and efficiently with Group Directory. Maximize productivity by reducing the time spent looking for customer information. Setup Group Directory 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the User & System Management tab. 4. Under the Utilities section, click the Group Directory link. 5. Click the Search dropdown menu and select the type of information by which to find a contact: Last Name, First Name, Phone Number, Extension or Address. 6. Enter the appropriate contact information in the adjacent field. 7. Click the Find button. 8. Click the desired contact from the options listed. 9. Repeat steps #5-8 until the Group Directory is complete. 10. Click the Filter by dropdown menu to select an account-specific directory. 11. Click the Export button to transfer the Group Directory to an Excel file. 12. Click Back to return to the previous menu. VoiceManager MyAccount User Guide 47

56 Hoteling Feature Description Hoteling enables you to place and receive calls that display as your office phone number when visiting other companies that use VoiceManager. The Hoteling feature is available with IP Centrex service. Solution Enjoy complete mobility when visiting other company locations by making and receiving calls that appear as your own business phone number. Setup Activate Activate Hosting: 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Advanced Call Settings tab. 4. Under the Remote Calling section, click the Hoteling link. 5. Select the Hoteling Host On radio button to activate the feature. Once the host phone is activated, you can assign yourself as a Hoteling Guest to the phone temporarily. Activate Guesting: 1. Scroll to the Guesting section and expand the Host pull-down menu. 2. Select a host from the list. 3. Click the Save button. 48 VoiceManager MyAccount User Guide

57 Hunting & Series Completion Feature Description Hunting & Series Completion facilitates routing customer calls to a team of users. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service. Solution Never miss a customer call! Hunting and Series Completion facilitates routing calls to a team of employees. Routing can be customized based on the order phones ring, the number of rings at each extension before advancing calls to the next available user, and the treatment for any call that cannot be answered. Setup Create / Edit a Hunt Group or Series Completion Rule 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Advanced Call Settings tab. 4. Under the Team Calling section, click the Hunting and Series Completion link. 5. To create a Hunt Group rule, click the Add Hunt Group or Series Completion Rule link. Note: the number of licenses or allowable groups is listed in the feature description above the link. 6. Click the Rule Type radio button for Hunt Group. 7. Click the Show General Hunt Group Rule Settings link. 8. Enter a descriptive title in the Hunt Group Name field. 9. Click the radio button to select Directory Number Hunt or Pilot Number Hunt. 10. In a Pilot Number Hunt, click the Phone Number drop-down menu and select the phone number provided by the customer service representative. In VoiceManager MyAccount User Guide 49

58 a Directory Number Hunt, the Hunt Group Extension automatically matches the last four digits of the CSR provided phone number. In both, the number can be edited. 11. Click the Account dropdown menu and select the account to which to add the rule. 12. Click the Time Zone drop-down menu to select the timing to apply to the rule. 13. Click the Rollover Order to select how unanswered calls forward to members of the group. 14. Click the Yes or No radio buttons to Allow Call Waiting. 15. For No Answer Settings, click the Roll Over After checkbox. 16. Click the drop-down menu to select the desired number of ringsfrom 1 20, or click the After checkbox and enter the number of seconds to wait before forwarding the call. 17. Click the adjacent dropdown menu to select Forward to Cox Voic or Forward to another number. 18. If clicking Forward to Cox Voic , enter *55 then the phone number attached to the voic If clicking Forward to, enter another number in the field provided. 20. Click the Show Hunt Group Users link to add or edit users in a group. 21. Click on names from the Available Users list. 50 VoiceManager MyAccount User Guide

59 22. Click the Add or Add All button to move one or all to the Assigned Users list. 23. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users. 24. To find a user that is not in the Available Users list, click the Search drop-down menu. 25. Click either the Last Name or First Name option. 26. Enter the name in the Search field. 27. Click the Find button. 28. Click the Save and Continue button. 29. To change or cancel an existing rule, click the Edit or Delete link next to the rule. 30. Click the Save and Continue button. 31. Click the checkbox next to the Hunt Group or Series Completion Rule to activate the feature. 32. To create a Series Completion Rule, follow steps #1-5 under Create / Edit a Hunt Group, selecting the radio button for Series Completion in step Enter a descriptive title in the Series Name field. 34. Click the drop-down menu next to Search, selecting Last Name or First Name, and enter the name in the field provided. 35. Click names in Available Users, then click Add or Add All, depending on VoiceManager MyAccount User Guide 51

60 the users selected. 36. To remove users from a group, click Remove or Remove All to move users back to Available Users list. 37. Click the Save and Continue button to return to the previous screen. 38. Click the checkbox next to the Series Completion Rule to activate the feature. 39. Click the Save button. 52 VoiceManager MyAccount User Guide

61 Incoming Calling Plan (User) Feature Description Incoming Calling Plan allows you to manage the way incoming calls are received by groups or accounts. Incoming Calling Plan is available for all VoiceManager packages and services. Solution Maximize efficiency by managing the way incoming calls are received by employees with Incoming Calling Plan settings. Setup Define an Incoming Calling Plan for an Account Incoming Calling Plan by Account: 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the User & System Management tab. 4. Under the Call Access section, click the Incoming Calling Plan link. 5. Click the Inside Group checkbox to the right of the account name to establish the account can accept incoming calls from members inside the group only. 6. Click the Outside Group drop-down menu to select when members of an account can receive and transfer calls from others. The options are: Never, All Transfer, and Allow Always. 7. Click the Collect Calls checkbox to define whether members of the account can accept incoming collect calls. 8. Click the Save button. Result: A message indicates the Incoming Calling Plan saved successfully. VoiceManager MyAccount User Guide 53

62 Define an Incoming Calling Plan for a User Incoming Calling Plan By User: 1. Follow steps 1-4 from Incoming Calling Plan for an Account. 2. Scroll to the Incoming Calling Plan by User section and click the Show Users link to view the list of users. 3. Locate a specific user by entering values in the Search fields, or view all users. 4. Click the Edit link to the right of the user you want to modify. 5. Follow steps 5-7 of the Incoming Calling Plan for an Account for the user. 6. Click the Save and Return button. Result: A message displays that the Incoming Calling Plan was saved. 54 VoiceManager MyAccount User Guide

63 Instant Group Call Feature Description Instant Group Call allows creation and management of groups of users that can be called simultaneously for a conference call. Instant Group Call is available with the VoiceManager Anywhere package and the IP Centrex service. Solution Easily create and manage groups of users that can be called simultaneously for a conference call. Instant Group Call can also be combined with the Push-to-Talk feature to deliver Intercom functionality for IP Centrex Customers. Setup Create an Instant Group Call Group 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Advanced Call Settings tab. 4. Under the Team Calling section, click the Instant Group Call link. 5. To create or add a group, click the Add Instant Group Call Group link. 6. Enter a description in the Instant Group Name field. 7. Click the appropriate radio button to choose whether to Dial by Telephone Number, Extension, or both Telephone Number and Extension. 8. Click the Phone Number drop-down menu to select the number for the group. The Extension automatically matches the last four digits of the phone number, but you can edit it to any four-digit number. The Instant Group ID is populated based on phone number and extension. 9. Click the Time Zone drop-down menu and VoiceManager MyAccount User Guide 55

64 select the correct time. 10. Click the checkbox if you would like to Enable Maximum Call Time for Unanswered Call and enter a maximum number of minutes. 11. Click the Add Another Number link and enter up to 20 phone numbers for an Instant Group Call. 12. Click the Clear or Remove link to delete phone numbers from the list. If you select an Account from the drop-down menu, Account Administrators can also manage this Instant Group Call group and it will follow the Account Settings for the Incoming Calling Plan. If no account is selected, only the Profile Owner can manage this Instant Group Call group and it will follow the Group Settings for the Incoming Calling Plan. 13. Click the Incoming Calling Plan drop-down menu and select Custom Settings or Group Settings. Choose Custom Settings to customize the Incoming Calling Plan for this Instant Group Call group; otherwise, choose the Group Settings. 14. Click the Save and Return button to save your changes and return to the previous screen. Result: A message Indicates your Instant Group Call added successfully. 56 VoiceManager MyAccount User Guide

65 Activate, Edit, Delete an Instant Group Call Group 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Advanced Call Settings tab. 4. Under the Team Calling section, click the Instant Group Call link. 5. Select the On check box next to the Instant Group Call group you want to activate. 6. Click the Edit or Delete link to change or remove an existing group. 7. Click the Save button. VoiceManager MyAccount User Guide 57

66 Last Number Redial Feature Description Last Number Redial allows you to redial the last number you called by clicking the "Redial" button on your Personal Call Manager or by dialing the feature access code. Last Number Redial is available with the VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Save valuable time having to remember or look up the last number you called! Setup Last Number Redial No setup is required for this feature. 1. Click the flash button or the switch hook. 2. Press # VoiceManager MyAccount User Guide

67 Multi-Location Extension Dialing Feature Description Multi-Location Extension Dialing allows VoiceManager customers with locations in different Cox Business markets in the same city or state, or in different states, to dial between locations using a 4-digit extension dialing without incurring any local or long distance usage charges. This feature is available with VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Save time and money, and reach others in the company by using a convenient, abbreviated dialing plan. Setup Multi-Location Extension Dialing No setup configuration is required. VoiceManager MyAccount User Guide 59

68 Monitored Users Feature Description Monitored Users is enabled through the Receptionist Console software. It is a convenient way to view users call status availability from a desktop and streamline processes and call routing for the receptionist. This feature is available with the VoiceManager IP Centrex service. Solution Maximize call center efficiency and productivity with this simple desktop tool for the receptionist. Quick call reception and routing equals enhanced customer service! Setup Create Monitored Users List 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Applications tab. 4. Under the Enhanced Receptionist Console section, click the Monitored Users link. 5. Click on names from the Available Users list. 6. Click the Add or Add All button to move one or all to the Monitored Users list. 7. Likewise, click the Remove or Remove All button to remove users from the Monitored Users list and return them to Available Users. 8. To find a user that is not in the Available Users list, click the Search drop-down menu. 9. Click either the Last Name or First Name option. 10. Enter the name in the Search field. 11. Click the Find button. 12. Once the list is finished, click the Save button. 60 VoiceManager MyAccount User Guide

69 Music On Hold - User Feature Description Music On Hold plays music for callers on hold and is available with the VoiceManager Anywhere package and IP Centrex service. This feature can be used with Call Park, Call Waiting, Call Hold, and Busy Camp. Solution Make customers hold time more pleasant. Use music or messages to inform or entertain customers while they wait. Setup Music On Hold Personal Settings 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Holds and Transfers section, click the Music On 5. Click the On checkbox to activate Music On Hold. 6. Selecting Off overrides any group setting already selected and deactivates the feature. 7. Select the Music Type - Group-Defined Music or Custom. Group-Defined Music is set for the entire organization. Custom enables uploading an audio file that will replace the Group-Defined audio. 8. Click the Select Audio or Change Audio link to change a custom wave file. 9. Click Browse to find the desired audio file Click the checkbox to accept the disclaimer. 11. Click the Continue button. 12. Click the Internal Calls checkbox for music to VoiceManager MyAccount User Guide 61

70 Music On Hold Rules (Administrators) play for Internal Calls. 13. Click the System Default or Custom radio button for music choice. 14. For Custom music, repeat steps # Click the Save and Return button. 1. Click the Edit or Delete link to manage Music on Hold options for the entire profile or specific accounts 2. Select the On or Off checkbox to activate or deactivate Music On Hold. 3. If the feature is On, choose when the music will play Call Hold, Call Park, Busy Camp. 4. Select the Music Type System Default Music or Custom. 5. Click the Select Audio or Change Audio link to change a custom wave file. 6. Click Browse to find the desired audio file. 7. Click the checkbox to accept the disclaimer. 8. Click the Continue button. 9. Click the Internal Calls checkbox for music to play for Internal Calls. 10. Click the System Default or Custom radio button for music choice. 11. For Custom music, repeat steps # Click the Save and Return button. 62 VoiceManager MyAccount User Guide

71 N-Way Conferencing Feature Description N-Way Conferencing allows a user to conduct teleconference calls for a maximum of 15 telephone numbers without the need for any special configuration. This feature is available with IP Centrex service. Solution Reduce meeting and travel costs by conducting business via teleconferencing. Increase productivity by getting the right people together in real-time to make decisions quicker. Add the flexibility of having a conference call anytime, anywhere to conduct business. Setup N-Way Conferencing No setup is required for this feature. 1. Dial the first party you want to conference. 2. When the person answers, click Conference to place that person on hold. 3. Dial another number to conference. 4. When that person answers, click Conference to connect that call. 5. Click Conference to place the parties on hold. 6. Repeat steps #3-5 to add a maximum of 15 people to the call. VoiceManager MyAccount User Guide 63

72 Outgoing Calling Plan Feature Description Outgoing Calling Plan allows you to manage outgoing or transferred calls by groups or accounts. These settings can be customized for anyone subscribed to VoiceManager or IP Centrex services. Solution Outgoing call settings maximize productivity in the workplace by providing a means of managing how calls are made and transferred. Setup Outgoing Calling Plan by Account 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the User & System Management tab. 4. Under the Call Access section, click the Outgoing Calling Plan link. 5. Click the checkboxes from the columns listed to define a call plan for an Account. 6. Click the Save button. 64 VoiceManager MyAccount User Guide

73 Outgoing Calling Plan by User 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the User & System Management tab. 4. Under the Call Access section, click the Outgoing Calling Plan link. 5. Under the Outgoing Calling Plan By User section, click the Show Users drop-down menu. 6. Locate an employee from the User Name list, or Search by entering a first name, last name, phone number, or address in the drop down space provided to edit an existing call plan. 7. Click the Edit link. 8. Clilck the Outgoing Calling Plan checkboxes to select or deselect the call types listed. 9. Click the Save and Return button. VoiceManager MyAccount User Guide 65

74 Outlook Integration Feature Description Outlook Integration enables the use of personal contact lists with the VoiceManager Toolbar, Receptionist Console, and Personal and Group directories. Outlook Integration is available with VoiceManager Office and Anywhere packages, and IP Centrex service. Solution Save time and return calls more quickly with click-to-call functionality enabled through contacts available from your Outlook directories. Setup Turn On Outlook Integration 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Applications tab. 4. Under the VoiceManager Toolbar section, click the Outlook Integration link. 5. Click the Outlook Integration On radio button to enable the feature. 6. Click the Retrieve Contacts From dropdown menu to select the contact list to reference when making calls: All Contacts Folders - VoiceManager Toolbar and Outlook Contacts, or Default Contacts Folder VoiceManager Toolbar only. 7. Click the Save button. 66 VoiceManager MyAccount User Guide

75 Personal Phone List Feature Description Personal Phone List allows a user to conduct teleconference calls for a maximum of 15 telephone numbers without the need for any special configuration. Personal Phone List is available with the VoiceManager Anywhere and Office packages, and IP Centrex service. Solution Reduce meeting and travel costs by conducting business via teleconferencing. Increase productivity by getting the right people together in real-time to make decisions quicker. Add the flexibility of having a conference call anytime, anywhere to conduct business. Setup Add / Edit Contacts 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Applications tab. 4. Under the VoiceManager Toolbar section, click the Contact List link. 5. To import a contact list from a saved file, click the Import Contact List link. 6. To add contacts one at a time as a User click the Add Personal Contact link. 7. Administrators, click the Add Common Contact link to add contacts one by one. 8. Enter the Name of the contact in the field provided. 9. Enter the associated Phone Number. 10. Click the Save button. Result: A message indicates your contact added successfully. VoiceManager MyAccount User Guide 67

76 Personal Status Manager Feature Description Personal Status Manager enables one-click routing management of incoming calls. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service. Solution One click and you are on the go! Maximize productivity and customer service by choosing from four pre-set options to receive calls anywhere, anytime. Setup Set Your Status Setting 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Applications tab. 4. Under the VoiceManager Toolbar section, click the Personal Status Manager link. 5. Under the Set Your Status section, click the Current Status drop down menu and select accessibility. Setting the status to None maintains normal call management. 6. Click the Save button. 68 VoiceManager MyAccount User Guide

77 Status Settings Available (In Office) 1. Under Status Settings, click the Show Setting link for Available (In Office). 2. In the Simultaneously Ring field, enter a phone number to ring with the primary line. 3. Click the If My Line Is Busy drop-down menu and select where calls should go if line is busy. 4. Click Forward to Cox Voic or Forward to Other and enter a phone number in the field provided. 5. Click the If I Don t Answer drop-down menu and select where calls should route. 6. Click Forward to Cox Voic or Forward to Other and enter a phone number in the field provided. 7. Click the Save button. Status Settings Available (Out of Office) 1. Under Status Settings, click the Show Setting link for Available (Out of Office). 2. Click the When a Call Is Received drop-down menu and select where calls should route. 3. Click Forward to Cox Voic or Forward to Other and enter a phone number in the field provided. 4. Enter an address in the Send Notification s to field to receive an alert of a missed call. 5. Click the Save button. VoiceManager MyAccount User Guide 69

78 Status Settings Busy 1. Under Status Settings, click the Show Setting link for Busy. 2. Click the When a Call Is Received drop-down menu and select where calls should route. 3. Click Forward to Cox Voic or Forward to Cox Voic except from specific phone numbers. 4. If selecting Forward to Cox Voic except from specific phone numbers, enter up to three phone numbers, then enter the phone number to ring when those numbers call. 5. Click the Save button. Status Settings Unavailable 1. Under Status Settings, click the Show Setting link for Unavailable. 2. Click the When a Call Is Received drop-down menu and select where calls should route. 3. Click Forward to Cox Voic or Forward to Cox Voic except from specific phone numbers. 4. If selecting Forward to Cox Voic except from specific phone numbers, enter up to three phone numbers, then enter the phone number to ring when those numbers call. 5. Click the Save button. 70 VoiceManager MyAccount User Guide

79 Priority Alert Feature Description Priority Alert allows selection of a different ring type for certain incoming calls, such as a specific person, or a call from inside or outside a group. This feature is available with VoiceManager Office and Anywhere packages, and IP Centrex service. Solution Increase customer satisfaction while making sure to answer the most important calls first. The Priority Alert feature allows you to identify specific callers with a distinctive ring based on creating distinctive alert rules. Setup Turn On Priority Alert 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Receiving section, click the Priority Alert link. 5. Click the On checkbox next to a Priority Alert Rule from your list. 6. Click the Save button. 7. Click the Add Priority Alert link to create a new rule. 8. Enter an explanation for the rule in the Description field. 9. Select the type of phone number to apply the rule to in the When Receiving Calls From drop-down menu. 10. Click the Use Priority Alert or Do Not Use Priority Alert radio button to define how to treat the call. 11. Select when to apply the rule by clicking an option in the During Regular Schedule and During Holiday Schedule dropdown menus. VoiceManager MyAccount User Guide 71

80 Edit / Create a Priority Alert Rule Create separate Priority Alert Rules if both a Regular and a Holiday Schedule are desired. See Setting Up Schedules for instructions on how to create and edit a schedule. 12. Click the Save and Return button. 1. Follow steps #1-4 from Turn On Priority Alert. 2. Click the Edit link to make changes to an existing rule, or the Add Priority Alert link to create a new rule. 3. Enter an explanation for the rule in the Description field. 4. Select the type of phone number you want to apply the rule to in the When Reciving Calls From drop-down menu. 5. Define how you want to treat the call by selecting the Use Priority Alert or Do Not Use Priority Alert radio button. 6. Select when you want the rule to apply by choosing an option in the During Regular Schedule and During Holiday Schedule drop-down menus. See Setting Up Schedules for instructions on how to create and edit a schedule. 7. Click the Save and Return button. 72 VoiceManager MyAccount User Guide

81 Privacy Settings Feature Description Privacy Settings allow you to restrict access to your phone status and personal visibility. Privacy Settings is available with the VoiceManager Office and Anywhere packages, and IP Centrex. Solution Define specific individuals who are allowed to reach you so that you can manage businesssensitive and personal-related issues. Maximize productivity and prevent phone interruptions, remaining focused on your projects. Setup Privacy Settings 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the User & System Management tab. 4. Under the User Management section, click the Privacy Settings link. 5. Click the Group Directory drop-down menu to select either Hide My name and Number or Show My Name and Number. 6. Click the Auto Attendant drop-down menu to select either Exclude Me from Extension Dialing, Exclude Me From Name Dialing, Exclude Me from Extension and Name Dialing or Include Me in Extension and Name Dialing. 7. Click the Phone Status drop-down menu to select Hide My Status or Show My Status 8. To select who can monitor your phone status, click on names from the Available Users list. 9. Click the Add or Add All button to move one or all VoiceManager MyAccount User Guide 73

82 to the Assigned Users list. 10. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users. 11. To find a user that is not in the Available Users list, click the Search drop-down menu. 12. Click either the Last Name or First Name option. 13. Enter the name in the Search field. 14. Click the Find button. 15. Once the exceptions list is complete, click the Save button. 74 VoiceManager MyAccount User Guide

83 Push to Talk Feature Description Push to Talk provides user-to-user intercom service across an enterprise. This service may be used in conjunction with Instant Call Group to emulate key system intercom functionality. It is only available with the IP Centrex service and requires an IP Centrex phone. Solution Communicate easily with intercom-like functionality. Push to Talk can be used between members of a team with the Instant Group Call feature so that you can broadcast messages across multiple phones simultaneously to increase productivity and streamline communication. Setup Push to Talk Settings 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Receiving section, click the Push to Talk link. 5. Click the On checkbox to enable the Auto Answer feature and hear the caller s voice over the intercom. 6. Click the Off checkbox to manually answer a Push to Talk call without using the intercom. 7. Click the Outgoing Connection Type dropdown menu and select One-Way or Two-Way communication. One-Way Connection - only the caller can talk and be heard. Two-Way Connection - both parties can talk and be heard. 8. Choose who to Allow Calls From by clicking the drop-down menu and selecting Only the Assigned Users or Everyone except the Assigned Users. 9. Click the Save button. VoiceManager MyAccount User Guide 75

84 Push to Talk Assigned Users List 10. Click the Search dropdown menu. 11. Click either the Last Name or First Name option. 12. Enter the name in the Search field. 13. Click the Find button. 14. Alternately, click on names from the Available Users list. 15. Click the Add or Add All button to move one or all to the Assigned Users list. 16. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users. 17. Click the Save button to store settings. Result: A message indicates the Push to Talk settings updated successfully. 76 VoiceManager MyAccount User Guide

85 Remote Office Feature Description Remote Office allows you to associate a remote phone number with your primary business number. Make and receive calls as if from the office! Your business number displays to called parties and your business will be billed for your phone activity. This feature is available with the VoiceManager Anywhere package and IP Centrex service. Solution Maximize your time and expand your business; place and answer business calls from any location! Setup Turn on Remote Office 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Advanced Call Settings tab. 4. Under the Remote Calling section, click the Remote Office link. 5. Click the Remote Office On radio button to activate the feature. 6. Enter a phone number in the Remote Phone Number field where you can be reached. 7. Click the Save button. Result: A message indicates the Remote Office settings were updated successfully. VoiceManager MyAccount User Guide 77

86 Schedules Feature Description Schedules allow you to configure timeframes that define how incoming calls will be managed. Once schedules are created, they appear as an option available for selection on other feature setting pages, such as Sequential Ring, Auto Attendant, and Call Notify. This feature is available with any VoiceManager package or IP Centrex service. Solution VoiceManager services provide time and holiday schedules to customize incoming call management based on a preconfigured calendar. They are created as events based on holidays, date, day of week, time of day, and recurring pattern options. Setup Create a Schedule/Event Schedules organize time(s) for call management. You need to create a schedule before you add an event. Examples of commonly used schedules are: Weekend Hours, After Hours, and Evenings. 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the User & Management System tab. 4. Under the User Management section, click Schedules. 5. Click the Add Schedule/Event link. 6. Enter a description in the Schedule Name field. 7. Select the Type Regular or Holiday. Create separate schedules for an event if both a Regular and Holiday Schedule are desired. 8. Select the Access Group or Personal. 9. Enter a description in the Event Name field. 10. Enter a Start Time for the date and time of the 78 VoiceManager MyAccount User Guide

87 event. 11. Enter an End Time for the date and time of the event. 12. Choose if and when the Event Recurs. 13. Click the Save or Save & Add Another button. Result: A message indicates your Schedule and Event were added. VoiceManager MyAccount User Guide 79

88 Selective Call Acceptance This feature has been combined with others to create Call Acceptance & Rejection. 80 VoiceManager MyAccount User Guide

89 Selective Call Rejection This feature has been combined with others to create Call Acceptance & Rejection. VoiceManager Features VoiceManager MyAccount User Guide 81

90 Sequential Ring Feature Description Sequential Ring acts as a find-me-follow-me feature that rings up to five numbers in a customized sequence when an incoming call matches specified conditions. Sequential Ring is available with the VoiceManager Anywhere package and IP Centrex service. Solution Provide enhanced service and stay connected when away from the office! Setup Create a Sequential Ring List 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Forwarding section, click the Sequential Ring link. 5. Click the Ring My Phone Number First check box to ring your phone number before routing calls to the next phone number in the list. 6. Click the Skip to Next Number if Busy check box to ring the next number in the list if a number is busy. 7. Click the Allow Caller to Skip Sequence check box for call to advance to the first available number in the list. You may choose to route all or only selective incoming calls to your Sequential Ring List. To route only selective calls, you must add rules that will determine when calls are routed. 82 VoiceManager MyAccount User Guide

91 Define Routing of Calls 8. Click the Add Another Number link. You can enter up to 5 numbers. 9. Enter the Phone Number to which calls should be routed. 10. Choose Yes or No from the Answer Confirmation drop-down menu. 11. Click the Rings dropdown menu to select the number of rings before the call is forwarded to the next number. 12. Click Clear or Remove to delete any number from your list. 13. Click the Save button to complete your list. 14. To activate Sequential Ring, you must have at least one Sequential Ring Rule turned On. 15. Click the Save button. VoiceManager MyAccount User Guide 83

92 Add/Edit Sequential Ring Rule 1. Click the Edit or Add Sequential Ring Rule link to change or add a new Sequential Ring Rule. 2. Enter a Description for the rule in the field provided. 3. Click the When Receiving Calls From drop-down menu. 4. Click the phone number to which the rule applies. The options are Any Phone Number or Specific Phone Numbers. 5. If you select Specific Phone Numbers, click the type of phone number (Any Private Number or Any Unavailable Number) and enter the number. 6. Click the Call Sequential Ring List or Do Not Call Sequential Ring List check box to activate or deactivate this feature. 7. Click the During Regular Schedule or During Holiday Schedule dropdown menus. 8. Click the schedule for when the Sequential Ring Rule should apply. 9. Add a new schedule by clicking the Add a Regular Schedule or Add a Holiday Schedule link and entering the required information. 10. Create separate Sequential Ring Rules if both a Regular and a Holiday Schedule are desired. 84 VoiceManager MyAccount User Guide

93 See Setting Up Schedules for detailed instructions. 11. Click Save and Return. VoiceManager MyAccount User Guide 85

94 Simultaneous Ring Personal Feature Description Simultaneous Ring enables selecting up to ten other phone numbers that will ring at the same time for incoming calls. It may also be activated or updated using the VoiceManager Toolbar which is downloadable from the Applications tab. Simultaneous Ring is available with the VoiceManager Anywhere package and IP Centrex service. Solution Maximize customer service and streamline all phone numbers into one so that incoming calls ring multiple phones to ensure you are reached! Setup Simultaneous Ring List Options 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Forwarding section, click the Simultaneous Ring link. 5. Click the Off checkbox to disable the Simultaneous Ring feature. 6. Click the Always On check box to turn Simultaneous Ring on all the time. 7. Enter up to ten Phone Numbers that will ring at the same time. 8. Click the Yes or No dropdown menu for the Answer Confirmation action for each phone number. 9. Click the Add Another Number link to add a phone number tothe list. 10. Click Remove to delete a phone number from the list. 11. Click On With Simultaneous Ring Rules to enable feature when a specific rule is 86 VoiceManager MyAccount User Guide

95 Add/Edit Simultaneous Ring Rule selected. 12. Click the Do Not Call My List If I Am On a Call check box to disable the feature when on a call. 13. Click the Save button. 1. Follow steps #1-4 of Simultaneous Ring List Options. 2. Click the checkbox next to an existing rule to activate the feature. 3. Click the Edit or Delete link to change or remove a rule. 4. Click the Add Simultaneous Ring Rule link to create a new rule. 5. Enter a rule name in the Description field. 6. Clickthe When Receiving Calls From drop-down menu. 7. Click the phone number to which the rule applies.. The options are Any Phone Number or Specific Phone Numbers. 8. If you select Specific Phone Numbers, click the type of phone number (Any Private Number or Any Unavailable Number) and enter the number. 9. Click the Call Simultaneous Ring List or Do Not Call Simultaneous Ring List check box to activate or deactivate this feature. 10. Click the drop-down menu for During Regular Schedule or During Holiday Schedule to select when the rule applies. 11. Create a new schedule VoiceManager MyAccount User Guide 87

96 by clicking the Add a Regular Schedule or Add a Holiday Schedule link. 12. Create separate Simultaneous Ring Rules if both a Regular and a Holiday Schedule are desired. See Setting Up Schedules for detailed instructions. 13. Click the Save and Return button. Result: A message indicates your Simultaneous Ring Rule settings were saved successfully. 88 VoiceManager MyAccount User Guide

97 Speed Dial Feature Description Speed Dial offers two options that allow making calls using speed codes. Speed Dial 8 provides single-digit dialing for up to eight (8) frequently called phone numbers and is available with the VoiceManager Office package. Speed Dial 100 provides two-digit dialing for up to 100 frequently called phone numbers and is available with the VoiceManager Anywhere package and IP Centrex service. Solution Save time wasted looking up names and phone numbers! VoiceManager can create customized lists of one or two-digit codes to call the most frequently dialed numbers. Setup Speed Dial Rules To turn on the Speed Dial feature, at least one Speed Dial Rule must exist. 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Dial / Redial heading, click the Speed Dial link. 5. Click the Add Speed Dial Rule link. 6. Click the Speed Code drop-down menu to assign a code to a Phone Number. 7. Enter the Phone Number to attach to the Speed Code. 8. Enter a name in the Description field for the speed dial party. 9. Click the Save button. 10. Click the Edit or Delete link to modify an existing rule. Result: A message indicates the Speed Dial Rule was added, edited, or deleted. Speed Dial numbers may be accessed using a code or the VoiceManager Toolbar. VoiceManager MyAccount User Guide 89

98 Speed Dial 8 This feature has been combined with Speed Dial. 90 VoiceManager MyAccount User Guide

99 Speed Dial 100 This feature has been combined with Speed Dial. VoiceManager MyAccount User Guide 91

100 Standard Voice MailFeature Description Feature Description Voic provides your callers with the option to leave a private recorded message when you cannot answer their call. You are able to create and select the customized greeting you wish to play, and have your own password-protected access to listen to recorded messages and make changes to service options. Voic is available in all VoiceManager packages and IP Centrex service. Solution Maximize customer service and capture information left by callers when you are unable to answer your phone. Increase business privacy and safeguard access to your voice mail messages through a unique passcode. Setup Activate / Manage Voic To activate your voice mail service from your office phone: 1. Dial the Cox Voic Access Number for your area that has been provided by your Cox Representative. 2. Review the tutorial for steps on how to create your password, record your name, and record your personal greeting. Note: Your password must be between 4 and 7 digits in length. To activate your voice mail service from a nonbusiness phone: 1. Follow steps #1-2 above using your temporary password provided by your Cox Representative. Once you activate your voice mail service, you can make changes through a Telephone User Interface or MyAccount. 92 VoiceManager MyAccount User Guide

101 To Create a Password: 1. Log in to VoiceManager MyAccount. 2. Click the Voic / Portal Tools menu. 3. Click the Messaging Controls option. 4. Click the Voice Portal Password link to create a new password. Type and re-type the new password in the fields provided. 5. Click the OK button to save. To Change a Passcode: 1. Follow steps #1-3 above. 2. Click Voice Mailbox Passcode Management link to change a passcode. 3. Enter your new passcode in the Type New Passcode and Retype new passcode fields provided. Mailbox Management: 1. Follow steps #1-3 above. 2. Click the Voic Preferences link to modify your mailbox configuration. 3. Click the Voice mailbox status on or off radio button. 4. Click the radio button next to your selected incoming call management preference. 5. Click the number of rings you want before the caller hears your greeting in the Number of rings before greeting drop-down menu. 6. Click the Save button. VoiceManager MyAccount User Guide 93

102 To Select a Greeting: 1. Follow steps #1-3 above. 2. Click the Greeting link. 3. Click the radio button to the left of the greeting you want callers to hear. 4. Click the Save button. NOTE: You can record your greetings by calling your voice mailbox; however, you cannot create or modify a greeting on this page. 94 VoiceManager MyAccount User Guide

103 Three-Way Calling/Consultation Hold/Call Transfer This feature has been revised into N-Way Calling and Call Transfer. VoiceManager MyAccount User Guide 95

104 Time Schedule (Personal and Holiday) This feature has been combined with others to create Schedules. 96 VoiceManager MyAccount User Guide

105 Toll Restriction This feature has been combined with others to create Outgoing Calling Plan. VoiceManager Features VoiceManager MyAccount User Guide 97

106 Trunk Group Feature Description A Trunk Group includes all phone numbers associated with a communications switch (PBX). A customer can have more than one Trunk Group. Solution The Trunk Group feature assures that all of your calls will be redirected when service is disrupted at your location. It maximizes efficiency and reliability in business. Setup Manage Settings 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Call Settings tab. 4. Under the Call Forwarding section, click the Trunk Group link. 5. Click the Trunk Description link to manage settings. 6. Click the checkbox to activate or deactivate the feature. 7. Enter a phone number in the Forward To field provided. 8. Click the Save button. Result: A message indicates the Trunk Group feature was updated successfully. 98 VoiceManager MyAccount User Guide

107 Unified Messaging Feature Description Unified Messaging sends an in a.wav file format with any voic message received. Unified Messaging is an a la carte feature available upon request. Solution Bring convenience and efficiency to the work place by receiving both and voice messages in a single place for quick review. Setup Unified Messaging 1. Log in to VoiceManager MyAccount. 2. Click the Voic menu in the left navigation bar. 3. Click Messaging Controls in the left navigation bar. 4. Click the Voic Forwarding and Notification Preferences link. 5. Enter the address to which voic s should be forwarded in the space provided. 6. Click the Attach voice message checkbox to send it to the provided address. 7. Click the Voice message disposition radio button for the desired treatment of the message. 8. Click the Save link. Result: A message indicates the Notification Preferences have been saved. VoiceManager MyAccount User Guide 99

108 User Profile & Feature Settings Feature Description User Profile & Feature Settings provides administrators the ability to assign phone numbers, review settings, and manage employees feature settings once users are added on the Web Portal. This feature is available with all VoiceManager packages and services. Solution Increase efficiency and productivity with one location to manage phone users and personal features! Office Administrators can quickly and easily set up employees on the Web Portal and assign telephone numbers. Setup Manage/Add Users 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the User & Management System tab. 4. Under the User Management section, click the User Profile & Feature Settings link. 5. Click the Add Users link to view and manage employees contact information, username, and role assignment. 6. Click the Add New User link to add a new employee to the system. 100 VoiceManager MyAccount User Guide

109 7. Enter the employee s address, which then becomes the Username. 8. Enter the employees First and Last Name. 9. Enter the Primary Office Number. 10. Click the checkbox under Assign Account Access Permissions if the employee is a full MyAccount Profile Administrator with unlimited access to all accounts and features. 11. Click the Select Account drop-down menu. 12. Click the appropriate account to associate with the employee. 13. Click the appropriate Select Roles checkbox to select an employee role assignment. Access to features and functions are defined by the permissions of the assigned role. 14. Click the Save button. VoiceManager MyAccount User Guide 101

110 Manage Phone Number Assignments 1. Click the Manage Phone Number Assignments link to manage phone numbers and grant employees permission to access and utilize phone numbers and Advanced Call control tools. 2. Click the Select Account drop-down menu. 3. Click the account you would like to manage. Office Administrators may associate an added user to any available phone number in this screen. 102 VoiceManager MyAccount User Guide

111 View/Edit Employee Feature Settings Administrators may choose to view employee feature settings in summary, as shown here, or individually. 1. To view or edit feature settings for a specific employee, locate the name from your list or search for an employee not appearing and click Edit Settings. You can then edit the personal feature settings for the employee you selected. The features are listed by category so you can quickly and easily manage settings. 2. Click the expand links to view the features. 3. When you expand a category, the features for the selected user are listed. Click the Edit Settings link to view the details and current setting for each listed feature, then make updates. 4. Click the Save and Return button. Visit the specific feature Setting Up documents for detailed instructions on editing these settings. VoiceManager MyAccount User Guide 103

112 Virtual Number Service Feature Description Virtual Number Service is a cloud-based service that provides direct inward dialing to any phone. Solution Reduce costs by using less expensive direct inward dialing numbers instead of investing in dedicated lines and equipment. Increase flexibility and enable others to reach you by dialing a single number anytime, anywhere. Setup Virtual Number Service Virtual Number Service is an optional offering from Cox Business. When it is provisioned, you can set up call routing and other calling features via the VoiceManager Toolbar or remote office setting. 104 VoiceManager MyAccount User Guide

113 VoiceManager Toolbar Users have access to most MyAccount configuration options directly from the Toolbar. Feature Description VoiceManager Features VoiceManager Toolbar provides user controls to access voice services. The toolbar enables users to make and accept telephone calls and change telephone settings from within Microsoft Outlook and Internet Explorer. VoiceManager Toolbar is available with all VoiceManager Packages and IP Centrex service. Solution Enjoy the flexibility of managing your phone service by calling an interactive voice response to manage or use features and update passwords. Setup VoiceManager Toolbar Download 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. In the Getting Started with VoiceManager box, under the Download Toolbar heading, click the VoiceManager Toolbar Download link. VoiceManager MyAccount User Guide 105

114 Voice Portal Feature Description Voice Portal provides an interactive voice response application that you can call from any phone to manage services, voice mailboxes, or change passwords. Voice Portal is available with all VoiceManager Packages and IP Centrex service. Solution Enjoy the flexibility of managing your phone service by calling an interactive voice response to manage or use features and update passwords. Setup Personal Voice Portal Settings 1. Log in to VoiceManager MyAccount. 2. Click the VoiceManager Tools menu in the left navigation bar. 3. Click the Applications tab. 4. Under the General Applications section, click the Voice Portal link. In order for employees to access Voice Portal, Administrators must click the Voice Portal On radio button under Group Voice Portal Settings to activate the feature. 5. Under Personal Voice Portal Settings, click the Auto Login On radio button to access Voice Portal without entering a password when calling from your own phone. You can now dial 9999 to access Voice Portal from your office phone. 6. Click the Reset User Password Yes radio button to change an existing password. 7. Enter the New Password in the field provided. 8. Re-enter the password in the Confirm New Password field. 9. Click the Save button. 10. Administrators may also use this section to Reset 106 VoiceManager MyAccount User Guide

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