Table of Contents. VoiceManager Administrator Guide Release 2.0

Transcription

1 Table of Contents VoiceManager Administrator Guide Release 2.0 i

2 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.

3 Table of Contents Table of Contents Accessing MyAccount 1 First-Time Users 1 Logging into MyAccount 1 Group Administrator Web Portal 2 Accessing the Web Portal 2 Administrator Activities 3 Overview of the Online Account Management Page 3 Types of Administrator Tasks 4 My Account Menu 4 Managing Cox PIN Information 5 Updating Contacts 6 Managing Account Access 6 Logging In As 7 Profile Administration Menu 8 Adding an Account 8 Deleting an Account 9 Managing Users, Roles and Accounts 10 Adding a User 10 Adding a Phone Number to the New User 10 Deleting a User 11 Modifying a User 11 Managing Roles 12 Editing and Deleting a Role 12 Creating a New Role 13 Viewing Accounts 13 Managing the Profile Owner 14 VoiceManager Tools 15 VoiceManager Dashboard 15 Getting Started Menu 15 Managing Phone Numbers 15 Managing User Profiles and Time Schedules 15 Activating and Deactivating VoiceManager Features for Users 16 Managing Departments 16 Feature Packages 17 Changing Your Password 18 Configuring Group Features 19 Account & Authorization Codes 19 Auto Attendant 21 Setting Up Auto Attendant Greeting 25 Update Voice Portal Password 25 Record Greeting 25 i

4 Table of Contents Test Auto Attendant 25 Call Park 26 Call Pickup 28 Common Phone List 29 Custom Ringback 30 Group Ringback: 30 Personal Ringback: 31 Hunting & Series Completion 33 Incoming Calling Plan (Group) 37 Instant Group Call 38 Outgoing Calling Plan (Group) 40 Schedules 42 Voice Portal Administrator 43 ii

5 Accessing MyAccount Accessing MyAccount First-Time Users As a first time user to the Cox Business VoiceManager application, you will receive a welcome from myaccount@coxbusiness.com 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. 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 link. VoiceManager Administrator Guide 1

6 Accessing MyAccount Group Administrator Web Portal You can access the VoiceManager Web Portal in MyAccount through a graphical user interface (GUI). The GUI allows you to view and configure resources and company-level features of a group. Through the GUI, you may also interact with personal features. Both group and personal features are located in the menus available in the VoiceManager Dashboard. NOTE: Within this guide, the word Group references all Cox Business VoiceManager lines, services and accounts that your company has within this specific business profile. 2. MyAccount Login Page Accessing the Web Portal 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 Administrator Guide

7 Administrator Activities Administrator Activities Overview of the Online Account Management Page VoiceManager Group Administrators are responsible for configuring the portal s functionality as it relates to the company s business needs, as well as access rights for its employees based on their roles and responsibilities. The highlighted menu options in Figure 3 help administrators perform multiple tasks associated with these areas. A brief overview of the types of activities related to these options is listed below. 3. MyAccount Page (sample) Click VoiceManager Tools Voic To Configure group and personal features Configure messaging controls VoiceManager Administrator Guide 3

8 Administrator Activities Types of Administrator Tasks Now let s look at how individual features and functions are set up. When you click a menu item, such as My Account, VoiceManager Tools, or Voic , a list of menu options appear beneath them. When you click the option, associated task links display on the right panel. When you need to manage voice features, you can select the VoiceManager Tools link to reach the VoiceManager Dashboard. We will begin this section by reviewing the My Account menu, options and tasks. My Account Menu Use the My Account menu to create and edit nicknames for accounts, update your contact information, configure user permissions, and access the account as another user. 4. My Account menu options 4 VoiceManager Administrator Guide

9 Managing Cox PIN Information Administrator Activities Use your four-digit Cox PIN code to help protect your telephone calling records and other vital account information. If you want or need to change your previously assigned Cox PIN, you may do so online any time. Cox is committed to protecting your privacy by allowing you to: Establish a personalized Question/Answer should you forget your Cox PIN. Establish a preferred method of communication to notify you of changes made to your customer-sensitive information. 5. Cox PIN Edit 1. From the MyAccount menu, click the Manage CoxPIN Information link. 2. Go to the Change Cox PIN Code section to change your PIN. 3. Enter Current Cox PIN Code, New Cox PIN Code, and Confirm Cox PIN Code in the fields provided. 4. Click the Save link in the lower right corner. VoiceManager Administrator Guide 5

10 Administrator Activities Updating Contacts We strongly recommend that you keep your contact data current so you can receive pertinent information about your VoiceManager service. 6. Update Contact Information 1. From the My Account menu, click the Update Contacts link. 2. Enter the individual s first and last name, telephone number, and address. 3. Click the Save link. Managing Account Access Use the Manage Account Access screen to configure a user s access rights for a VoiceManager account. Permissions are defined by roles across the business. For example, to create a backup Administrator for your company, select the user, check the Administrator role box, and click the Save link. 7. Configure User Access Rights 6 VoiceManager Administrator Guide

11 1. From the My Account menu, click the Manage Account Access option. Administrator Activities 2. Click the Add User link and select the user you want to add to the account. (Note: The person must have already been added as a MyAccount user in the system.) 3. Check the box(es) that correspond(s) to the Roles of the user you have added. (Note: The Individual Privileges section will be automatically configured based on the roles you select.) 4. Click the Save link. Logging In As You can log in as another user assigned to the VoiceManager account for the purpose of changing that user s settings or configuring VoiceManager Tools, VoiceManager Tool Bar, and Voic for the user. 8. Log In As (sample) 1. From the My Account menu, click the Log In As link. 2. Click the Log In As Another User radio button. 3. Highlight the User and click the Save link. 4. Proceed to select and configure any feature for that user. VoiceManager Administrator Guide 7

12 Administrator Activities Profile Administration Menu Use the Profile Administration menu to add and delete accounts as well as VoiceManager users, their roles, and the account itself. 9. Profile Administration Menu Options Adding an Account If you are a customer with service in multiple locations (offices), you can associate multiple accounts with your My Account username profile. If you do not have service in multiple locations, but want to activate a new account, contact your local Cox representative. 10. Add Account 1. From the Profile Administration menu, click the Add Account link. 2. Enter the Account Number you want to add. 3. Enter the Desired Location of the account. 4. Enter the 4-digit Cox PIN in the field provided. 8 VoiceManager Administrator Guide

13 Administrator Activities 5. Enter contact information for people who should receive important correspondence from Cox about the VoiceManager account. (Note: You can click the Set to me link to quickly assign yourself as the contact.) 6. Click the Add New Account link. Deleting an Account You can remove an account from your online profile without canceling your services, halting billing, or disrupting your service in any way. Once it is removed, you can always add it back to your online profile. 11. Delete Account 12. Delete Confirmation 1. From the Profile Administration menu, click the Delete Account link. 2. From the Select Account section, click the drop-down menu to select the account you want to remove. 3. Click the Remove This Account From Your Profile link. 4. Click the Continue link. 5. From the Delete Account Confirmation window, click the Yes, I would like to remove this account link. VoiceManager Administrator Guide 9

14 Administrator Activities Managing Users, Roles and Accounts Use this screen to view and modify all Users, Roles, and Accounts along with the Profile Owner assigned to an account. 13. Manage Users/Roles/Accts Add New User Adding a User 1. From the Profile Administration menu, click the Manage Users/Roles/Accts option. 2. Check that the Users tab is selected and click the Add New User link. 3. Enter the user s address, first / last name, and primary telephone number. 4. From the Assign Account Access Permissions section, check the box only if the user has full administrator rights. Otherwise, leave it unchecked. 5. Select the account to which you are adding the user from the Account drop-down menu. 6. Check the box(es) based on the user s role(s) in the company. 7. Click the Save link. Adding a Phone Number to the New User 1. From the Voice Administration menu, click the Manage Phone Numbers option. 2. Highlight the new user s name. 3. Select from the list of available phone numbers and click Assign Number. 10 VoiceManager Administrator Guide

15 Administrator Activities 14. Manage Users/Roles/Accts Delete Existing User Deleting a User 1. From the Profile Administration menu, click the Manage Users/Roles/Accts option. 2. Locate the user you want to remove and click the View link. 3. Click the Delete User link. 4. Click OK to confirm. Modifying a User NOTE: If a username change is required, do not edit the existing name. Follow the steps to Add a New User, From the Profile Administration menu, click the Manage Users/Roles/Accts option. 2. Locate the user you want to modify and click the View link. 3. Edit the values as needed. 4. Click the Save link. VoiceManager Administrator Guide 11

16 Administrator Activities Managing Roles This section of MyAccount enables you to review, modify and create roles, or sets of permissions that will be associated to users. Editing and Deleting a Role 15. Manage Users/Roles/Accts Edit/Remove Roles 1. From the Profile Administration menu, click the Manage Users/Roles/Accts option. 2. Click the Roles tab. 3. Click the View link to modify or delete an existing role. 4. To modify an existing role, change any of the values in the Role Name, Description, or privileges for a role. 5. Click the Save link. 6. To delete an existing role, click the Delete Role link. 12 VoiceManager Administrator Guide

17 Administrator Activities Creating a New Role 16. Manage Users/Roles/Accts Add Role 1. From the Profile Administration menu, click the Manage Users/Roles/Accts option. 2. Click the Roles tab. 3. Click the Add New Role link to create a new set of privileges. 4. Enter the Role Name, Description, and set(s) of privileges to assign to the role. 5. Click the Save link. Viewing Accounts View an account to see and manage the list of users and roles associated with an account. From here, you can add, change or remove the ability for users to access this account. 17. Manage Users/Roles/Accts View Account 1. From the Profile Administration menu, click the Manage Users/Roles/Accts option. 2. Click the Accounts tab to see the account number, name, nickname and type. 3. Click the View link to manage account access permissions. 4. Click the Add New Account link to associate another account with your MyAccount username profile. VoiceManager Administrator Guide 13

18 Administrator Activities Managing the Profile Owner This function allows you to make any user the account s Profile Owner. This position has the highest level of permissions on the account and directs all other Administrators and Users assigned to the account. 18. Manage Users/Roles/Accts Profile Owner 1. From the Profile Administration menu, click the Manage Users/Roles/Accts option. 2. Click the Profile Owner tab. 3. Click the Select New Profile Owner drop-down menu to select a different person. 4. Populate the remaining fields with that person s information. 5. Click the Save link. Build an Auto Attendant through MyAccount You will need to contact a Cox Business representative to add the Auto Attendant feature to your account. Certain a la carte features can be added to your account, and then they are manageable in the portal. 14 VoiceManager Administrator Guide

19 Administrator Activities VoiceManager Tools VoiceManager Administration supports administrator functions which include: Manage Phone Numbers, User Profiles, and other group services. 19. VoiceManager Menu Options VoiceManager Dashboard When you click on VoiceManager Tools in MyAccount, you will enter the Dashboard. The Dashboard is the main menu for accessing all group and personal features for your VoiceManager feature packages. In the Dashboard, you can view all features for your feature package, manage your users, edit group and personal features, and much more. Getting Started Menu If you are a new customer to VoiceManager, consider following the defined steps in the Getting Started menu of the Dashboard. This menu provides guidance for adding users, managing phone numbers, and getting your business up-and-running quickly with VoiceManager. Managing Phone Numbers This area was covered in the Profile Administration section, Adding a Phone Number to the New User, and is associated with the process of adding new users. Once a user is added, a phone number must be given to the user. Managing User Profiles and Time Schedules Select the Profile option to search and display all users in a group or department and the VoiceManager Administrator Guide 15

20 Administrator Activities features that users can access. You can also use it to add your holiday schedule and create a time schedule to associate with certain features. NOTE: The Profile menu is the default page that automatically opens when you first access the MyAccount GUI. Activating and Deactivating VoiceManager Features for Users 1. From the VoiceManager Tools Dashboard, click the User Profile & Feature Settings link. 2. Click Find to display the users. 3. Locate the user you want to modify features for and click the Edit Settings link. 4. Navigate to the type of feature you want to add, delete or modify for that user and complete the steps. For example, to activate or deactivate a VoiceManager feature such as Call Forwarding, select Call Settings, select the feature and turn it on or off for that user. 5. Click the Save and Back links to return to the previous menu. Managing Departments Call your Cox Business Representative to add, edit, or delete a Department. 16 VoiceManager Administrator Guide

21 Feature Packages Administrator Activities This section displays the list of features and packages authorized for your organization. 20. Features / Descriptions 1. Click the VoiceManager Tools link in MyAccount. 2. Click the User & System Management link. 3. Under the User Management heading, Click the Feature Packages link to view the personal features that are included in that pack. VoiceManager Administrator Guide 17

22 Administrator Activities Changing Your Password 21. Reset Password link 1. Open the Welcome message you received from (See Figure 1.) 2. Copy the temporary password that was provided in that Open the MyAccount screen. 4. Enter your username and click the Forgot My Password link. 5. Enter your address in the Address field and click the Reset Password link. 22. Create New Password NOTE: For security purposes, we strongly recommend that you frequently update your password and do not share it with anyone. Your password should follow these requirements and suggestions: Must be 8-24 alphanumeric characters in length Must include at least one letter and one number May include punctuation characters May not include any form of the word password May not be your username 6. Enter your new password in the New Password field and re-enter it in the Confirm New Password field. 7. Click the Save link. 18 VoiceManager Administrator Guide

23 Configuring Group Features Account & Authorization Codes Account & Authorization Codes used with Cox Smart Billing service provide your company with a monthly summary of toll calling based on the Code used for each call. An Account or Authorization Code is an optional entry by users for making outbound calls. 23. Setup for Administration 1. From the VoiceManager Tools menu, click the User & Management System tab. 2. Under the Call Access section, click the Account & Authorization Codes link. 3. Click the Use Codes radio button and select the type of code you choose to use from the drop-down menu: Account Codes or Authorization Codes. Select the Do Not Use Codes radio button if you do not need to monitor or track your company s phone calls. 24. Manage Code Settings 4. From the Code Length drop-down menu, select the size code you want the user to enter. You may choose between 2 and 14 digits. 5. Click the checkbox to allow users to make Local and Toll-Free calls without a code. 6. Click the Add Code link. VoiceManager Administrator Guide 19

24 25. Add Account or Authorization Code 7. Enter a numeric value in the Code text field. Notice the length of the code reflects the number you defined in the Code Length field above. 8. Enter a name for the code in the Description text field. 9. Click the Save button. 10. All existing codes will be viewable on this screen. You can Delete or Edit an existing code. 26. Manage Code Users 11. Search for a user to whom you want to assign the code. You may enter criteria in the Search section or leave the fields blank and click the Find button. 12. Click the Required checkbox to the left of the employee s User Name to prompt the employee to enter a code before placing a call. 13. Click the Optional checkbox to forgo the requirement. 14. Click the Save button. To set an authorization code, follow the same steps listed here, but select Authorization Codes in the Code Status section. 20 VoiceManager Administrator Guide

25 Auto Attendant Auto Attendant provides your company with an automated and customized tool that routes incoming calls without an allocated resource for that function. Calls are answered immediately and callers hear a company recorded message that outlines the options for connecting the call. Routing destinations can be to an internal extension or a directdialed number. Note: The Auto Attendant feature should be provisioned at the time of installation. If it is not, contact your local Cox Support team. Once it is provisioned, you can manage it through the portal. 27. Edit Auto Attendant 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Call Settings tab. 3. Under the Call Receiving section, click the Auto Attendant link. 4. Find the auto attendant message you want to modify and click the Edit link. 28. General Auto Attendant Settings VoiceManager Administrator Guide 21

26 1. Enter a Name for the Auto Attendant. 2. Click the Phone Number drop-down menu to select which number the Auto Attendant feature is assigned. 3. Enter the specific Auto Attendant Extension of the general phone number to which the caller should be sent, if applicable. 4. Click the Account Number drop-down menu to select the appropriate account to associate to the auto attendant. 5. If there is more than one business location, there will be multiple accounts from which to choose. 6. Click the Time Zone drop-down menu to select the appropriate time. 7. Choose to allow Dial by Extension or Dial by Name functionality. 8. Click the radio button to select the Name Dialing Format for customers to use. 9. You will need to provide dialing instructions to callers in your recording. Provide multiple recordings and menu tree options for callers based on specific schedules. 29. Auto Attendant Options Business Hours & After Hours 22 VoiceManager Administrator Guide

27 10. If you do not need a custom schedule, click the drop-down menu and select Every Day, All Day, or provide a specific time period. 11. To build a custom time period, click the Add a Regular Schedule link and enter the required information. (See page 43 in the VoiceManager Administrator Guide to set up a schedule, or page 79 in the VoiceManager User Guide for detailed intstructions on building a schedule to set up.) 30. Add a Regular Schedule 12. Click either the Default or Custom greeting radio button to designate the messaging desired. 13. When selecting Custom greetings, click the Select Greetings link. VoiceManager Administrator Guide 23

28 31. Select a Greeting 1. Click Browse to add a file. 2. Click the checkbox to accept the disclaimer. 3. Click the Continue button. 4. Click Enable First-Level Extension Dialing to allow the caller to dial the desired extension immediately following the greeting without waiting for the next level of audio prompts. 5. Enter an explanation of the menu tree option in the Description field for each number that is listed. 6. Click the Action drop-down menu for each Description entered. 7. Click the action desired. 8. Click the Save and Return button to return to the main screen. Result: A message indicates the Auto Attendant settings updated successfully. To set the call rules for non-business hours using the Auto Attendant Menu Options (After Hours), begin with setp #9 on page 22 and follow the instructions through the above. 32. Activate Created Auto Attendant 1. Click the On checkbox next to the Name of the Auto Attendant to activate the feature. 2. Click the Save button. 24 VoiceManager Administrator Guide

29 Setting Up Auto Attendant Greeting Update Voice Portal Password 1. Log in to VoiceManager MyAccount using the you received. 2. Click Voice Administration. 3. In the Services menu, click the Voice Portal link. 4. Type and re-type a new password in the Reset Administrator Password fields. 5. Click OK. Record Greeting 1. Write out your Auto Attendant Greeting so it is ready to go when you log in to record. Because this is your Auto Attendant, you can record the greeting to say whatever you want, but generally you will want to have a greeting similar to, Thank you for calling ABC Company! and then list options; e.g., For sales press 1, for customer service press 2, etc.) 2. Call the Voice Portal. a. Dial the Voice Portal access number provided by your Cox Representative. b. Press * c. Dial your Auto Attendant number and the # key. d. When prompted for your passcode, press the * key. e. When prompted for your telephone number, Dial 9999#. f. When prompted for your passcode, enter the new passcode you created g. You are now at the main menu of the Auto Attendant Greeting menu h. Press 1 to record a new greeting i. Press 1 to record your standard greeting or business hours if you have set up a schedule and Press 2 to record your after-hours greeting (after hours will only activate if you have a schedule selected for the Auto Attendant) Note: if you did not already set up a schedule, please consult the time schedule online help guide. If you d prefer to pre-record an audio file, you can hire professionals or use common software. You will need to generate an output file in the.wav format, with the following recording characteristics: Must be recorded with the CCITT u-law or a-law codec format; After saving this file, it can be uploaded through the VoiceManager portal. Test Auto Attendant 1. Call your Auto Attendant number to verify proper functionality: a. Does it play the greeting you recorded? b. Are the touch tone selections going to the correct destination? c. Are the scheduled times working properly (see above for more information about schedules)? VoiceManager Administrator Guide 25

30 Call Park Call Park enables you to answer a call and park it (place it on hold) so a party at another extension can retrieve it. If you have the Music On Hold feature, you can enable it so callers who are parked can listen while they are waiting to have their call answered. Activate this feature by dialing *68, then the answered extension, while the call is on hold. Retrieve the parked call by dialing *88, then the extension upon which it was parked. 33. Call Park Add 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Call Settings tab. 3. Under the Holds and Transfers section, click the Call Park link. 26 VoiceManager Administrator Guide

31 4. Click Edit or Delete to change or remove an existing Call Park Group. Click Add Call Park Group to create a new group. 5. Enter a description in the Group Name field. 6. Click on names or numbers from the Available Users list. 7. Click the Add or Add All button to move one or all to the Assigned Users list. 8. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users. 9. To find a user that is not in the Available Users list, click the Search drop-down menu. 10. Enter a description in the Group Name field. 11. Click on names from the Available Users list. 12. Click the Add or Add All button to move one or all to the Assigned Users list. 13. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users. 14. To find a user that is not in the Available Users list, click the Search drop-down menu. 15. Click either the Last Name or First Name option. 16. Enter the name in the Search field. 17. Click the Find button. 18. Once the list is complete, click the Save and Return button. Result: A message indicates the Call Park Group was added. 34. Call Park Settings 1. Enter a Recall Time value between 30 and 600 seconds to set the amount of time a parked call waits before ringing back to the original extension. 2. Click the Display drop-down 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. VoiceManager Administrator Guide 27

32 Call Pickup Call Pickup enables you to set up groups of users that can answer each other s line from any phone in the group. Activate the feature by dialing *98 to pick up any call ringing in the group, or *97, then the ringing extension, to pick up a call from a specific line. 35. Call Pickup Add 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Advanced Call Settings tab. 3. Under the Team Calling section, click the Call Pickup link. 4. Click the Add Call Pickup Group link. 5. In the Group Name field, enter a name for those who can answer calls for each other. 6. To add users to a group, click on names or numbers from the Available Users list. 7. Click the Add or Add All button to move one or all to the Assigned Users list. 8. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users. 9. To find a user that is not in the Available Users list, click the Search drop-down menu. 10. Click either the Last Name or First Name option. 11. Enter the name in the Search field. 12. Click the Find button. 13. 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. 28 VoiceManager Administrator Guide

33 Common Phone List Common Phone List allows you to create and store a list of frequently called contacts that others in the company can access and call. Click-to-dial capabilities are provided via the VoiceManager Toolbar features. 36. Common Phone List Add Use the following steps to Input And Save Phone Numbers: 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Applications tab. 3. Under the VoiceManager Toolbar section, click the Contact List link. 4. To import a contact list from a saved file, click the Import Contact List link. 5. To add contacts one at a time as a User click the Add Personal Contact link. 6. Administrators, click the Add Common Contact link to add contacts one by one. 7. Enter the Name of the contact in the field provided. 8. Enter the associated Phone Number. 9. Click the Save button. Result: A message indicates your contact added successfully. VoiceManager Administrator Guide 29

34 Custom Ringback Custom Ringback enables all callers to hear a media file when they call any company number. Instead of ringing, callers hear the message or music you specify until their call is answered or goes to voice mail. 37. Custom Ringback 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Call Settings tab. 3. Under the Call Receiving section, click the Custom Ringback link. Group Ringback 1. Click one of the Action radio buttons to select whether or not to play a Group Ringback. 2. If you choose Play Ringback, click Select Audio to upload a custom audio file. 38. Select Audio 3. Click Browse to find the file. 4. Click your file name to select it. 30 VoiceManager Administrator Guide

35 5. Click the checkbox to accept the disclaimer. 6. Click the Continue button. Personal Ringback 1. Navigate to Custom Ringback per the directions on page To engage an existing rule, click the On checkbox next to the Personal Ringback Rule. (Selecting a Personal Ringback option will override a Group Ringback selection.) 3. Click the Save button. 4. To create a new ringback selection, click the Add Custom Ringback Rule link. 39. Custom Ringback Rule 5. Enter a name for this group in the Description field. 6. Click the When Receiving Calls From drop-down menu to select the phone numbers covered by this rule. 7. Click the Play Ringback or Do Not Play Ringback, depending upon preference. 8. Click the drop-down menu for During Regular Schedule or During Holiday Schedule to select when the rule applies. 9. 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. VoiceManager Administrator Guide 31

36 40. Add Schedule / Event 10. Enter a name for the new regular or holiday schedule in the Schedule Name space. 11. Click the radio button for Group or Personal to indicate who will have access to this rule. 12. In the Event Name space, type what this rule will be called. 13. Enter the Start Time by clicking the calendar link and the start date. 14. Enter the start time in the four digit format, hh:mm, in the space. 15. Click the drop-down menu; select AM or PM. 16. If the rule applies more than specified hours, click the All Day checkbox. 17. For the End Time, repeat steps # Click the Recurs drop-down menu and select how often the rule applies. 19. Click the Save button. 20. To change an existing rule, click the Edit link next to the rule. 21. Make all necessary changes and click the Save button. 32 VoiceManager Administrator Guide

37 Hunting & Series Completion Hunting and Series Completion routes incoming calls to a team of users so the call is answered. 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. 41. Create / Edit a Hunt Group or Series Completion Rule 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Advanced Call Settings tab. 3. Under the Team Calling section, click the Hunting and Series Completion link. 4. 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.) 5. Click the Rule Type radio button for Hunt Group. 6. Click the Show General Hunt Group Rule Settings link. 7. Enter a descriptive title in the Hunt Group Name field. 8. Click the radio button to select Directory Number Hunt or Pilot Number Hunt. 9. In a Pilot Number Hunt, click the Phone Number drop-down menu and select the phone number provided by the customer service representative. In 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. 10. Click the Account drop-down menu and select the account to which to add the rule. 11. Click the Time Zone drop-down menu to select the timing to apply to the rule. 12. Click the Rollover Order to select how unanswered calls forward to members of the group. 13. Click the Yes or No radio buttons to Allow Call Waiting. 14. For No Answer Settings, click the Roll Over After checkbox. 15. Click the drop-down menu to select the desired number of rings- from 1 20, or click the After checkbox and enter the number of seconds to wait before forwarding the call. VoiceManager Administrator Guide 33

38 16. Click the adjacent drop-down menu to select Forward to Cox Voic or Forward to another number. 17. 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. 42. Hunt Group Users 19. Click the Show Hunt Group Users link to add or edit users in a group. 20. Click on names from the Available Users list. 21. Click the Add or Add All button to move one or all to the Assigned Users list. 22. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users. 23. To find a user that is not in the Available Users list, click the Search drop-down menu. 24. Click either the Last Name or First Name option. 25. Enter the name in the Search field. 26. Click the Find button. 27. Click the Save and Continue button. 28. To change or cancel an existing rule, click the Edit or Delete link next to the rule. 29. Click the Save and Continue button. 30. Click the checkbox next to the Hunt Group or Series Completion Rule to activate the feature. 34 VoiceManager Administrator Guide

39 43. Series Completion 31. 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. 33. Click the drop-down menu next to Search, selecting Last Name or First Name, and enter the name in the field provided. 34. Click names in Available Users, then click Add or Add All, depending on the users selected. 35. To remove users from a group, click Remove or Remove All to move users back to Available Users list. VoiceManager Administrator Guide 35

40 36. Click the Save and Continue button to return to the previous screen. 37. Click the checkbox next to the Series Completion Rule to activate the feature. 36 VoiceManager Administrator Guide

41 Incoming Calling Plan (Group) Incoming Calling Plan enables businesses to permit or restrict answering types of incoming calls. Permissions can be set on a company-wide or user specific basis. 44. Incoming Calling Plan by Account 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the User & System Management tab. 3. Under the Call Access section, click the Incoming Calling Plan link. 4. 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. 5. 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. 6. Click the Collect Calls checkbox to define whether members of the account can accept incoming collect calls. 7. Click the Save button. Result: A message indicates the Incoming Calling Plan saved successfully. 45. Incoming Calling Plan 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. VoiceManager Administrator Guide 37

42 Instant Group Call Instant Group Call immediately establishes a conference call with a pre-determined list of telephone numbers by dialing an extension number. 46. Instant Group Call 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Advanced Call Settings tab. 3. Under the Team Calling section, click the Instant Group Call link. 4. To create or add a group, click the Add Instant Group Call Group link. 5. Enter a description in the Instant Group Name field. 6. Click the appropriate radio button to choose whether to Dial by Telephone Number, Extension, or both Telephone Number and Extension. 7. 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. 8. Click the Time Zone drop-down menu and select the correct time. 9. Click the checkbox if you would like to Enable Maximum Call Time for Unanswered Call and enter a maximum number of minutes. 10. Click the Add Another Number link and enter up to 20 phone numbers for an Instant Group Call. 11. 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 38 VoiceManager Administrator Guide

43 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. 11. 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. 12. Click the Save and Return button to save your changes and return to the previous screen. 12. Result: A message Indicates your Instant Group Call added successfully. 47. Activate, Edit, Delete an Instant Group Call 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Advanced Call Settings tab. 3. Under the Team Calling section, click the Instant Group Call link. 4. Select the On check box next to the Instant Group Call group you want to activate. 5. Click the Edit or Delete link to change or remove an existing group. 6. Click the Save button. VoiceManager Administrator Guide 39

44 Outgoing Calling Plan (Group) Outgoing Calling Plan enable businesses to allow or restrict the types of calls that are made. Permissions can be set for the whole or on a user-specific basis. 48. Outgoing Calling Plan by Account 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the User & System Management tab. 3. Under the Call Access section, click the Outgoing Calling Plan link. 4. Click the checkboxes from the columns listed to define a call plan for an Account. 5. Click the Save button. 49. Outgoing Calling Plan by User 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the User & System Management tab. 3. Under the Call Access section, click the Outgoing Calling Plan link. 4. Under the Outgoing Calling Plan By User section, click the Show Users drop-down menu. 40 VoiceManager Administrator Guide

45 5. 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. 6. Click the Edit link. 7. Click the Outgoing Calling Plan checkboxes to select or deselect the call types listed. 8. Click the Save and Return button. VoiceManager Administrator Guide 41

46 Schedules Schedules enables administrators to create schedules that can be accessed companywide by anyone with features that use a scheduling option. Schedules are created as events which can be based on criteria such as: holidays, date, day of week, and time of day. Recurring pattern options are provided to help set up multiple occurrences. 50. Create a Schedule / Event 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the User & Management System tab. 3. Under the User Management section, click Schedules. 4. Click the Add Schedule/Event link. 51. Add Schedule/Event 5. Enter a description in the Schedule Name field. 6. Select the Type Regular or Holiday. (Create separate schedules for an event if both a Regular and Holiday Schedule are desired.) 7. Select the Access Group or Personal. 8. Enter a description in the Event Name field. 9. Enter a Start Time for the date and time of the event. 10. Enter an End Time for the date and time of the event. 42 VoiceManager Administrator Guide

47 11. Choose if and when the Event Recurs. 12. Click the Save or Save & Add Another button. Result: A message indicates your Schedule and Event were added. Configuring Group Features Voice Portal Administrator Voice Portal provides the Administrator with the ability to access VoiceManager remotely from any telephone number. This allows them to record and upload a new greeting for their Auto Attendant service. 52. Voice Portal Group Settings VoiceManager Administrator Guide 43

48 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Applications tab. 3. Under the General Applications section, click the Voice Portal link. 4. 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. Click the Allowed Logins drop-down menu to select Extentions, Phone Numbers and Voice Mail Aliases, or Extensions Only. 6. Click the Use Voice Portal Wizard: On radio button to allow employees to set up their own access to Voice Portal. 7. To Reset Administrator Password, click the Yes radio button. 8. Fields for New Password and Confirm New Password appear. Enter and confirm the new password. 9. Click the Auto Login On radio button to activate the Administrator s Personal Voice Portal Settings. This allows access to the Voice Portal without entering a passcode when calling from the Administrator s phone. Access the portal by dialing 9999 from an office phone. 10. Click the Reset User Password Yes radio button. 11. Enter a New Password in the field provided. 12. Confirm New Password in the field provided. 13. Click the Save button. 53. Voice Portal Personal Settings 1. Click the VoiceManager Tools menu in the left navigation bar. 2. Click the Applications tab. 3. 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. 4. 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. 5. Click the Reset User Password Yes radio button to change an existing password. 6. Enter the New Password in the field provided. 7. Re-enter the password in the Confirm New Password field. 8. Click the Save button. 9. Administrators may also use this section to Reset Administrator Passwords. Click the Yes checkbox and enter the new password. 44 VoiceManager Administrator Guide

49 To access Voice Portal from an external line, dial the outside Voice Portal number provided to your company by Cox and enter your 10-digit office telephone number and password. There are five edit options from which to choose. VoiceManager Administrator Guide 45