Charter Business Hunt Group Administrator Start-up and Quick Reference Guide

Transcription

1 Charter Business Hunt Group Administrator Start-up and Quick Reference Guide This guide is designed to help company telephone administrators manage the most common tasks related to initial set-up and on-going maintenance of Hunt Groups. It includes specific guidance and instructions on how to: 1. Verify Lines in a Hunt Group 2. Add lines to a Hunt Group 3. Remove lines from a Hunt Group 4. Add Directory Number Hunting (DNH) to a line 5. Remove Directory Number Hunting (DNH) from a line 6. Voice Messaging Group/Hunt Group Voic Initial Set-up 7. Voice Messaging Group/Hunt Group Voic Retrieve Messages 8. Hunt Group Call Forwarding & Number of Rings Verify Lines in a Hunt Group: Charter has built the initial set up for your Hunt Group based on the information provided during the order entry process. You should verify that the correct phone lines are included in your Hunt Group. Step 1: Log in to the Charter Business Portal as an Administrator and click on the Voice Administration link. The Charter Business Voice Portal Login screen will be displayed. Login using the administrator login username and password that were provided in the welcome sent to you on the day of installation. If you do not have the administrative login username and password, please contact the Customer Care Team.

2 Step 2: Once logged in as an administrator you will see the following page. Step 3: Select Services from the left hand navigation column. Step 4: Select Hunt Group from the available Basic Services list. Step 5: Select Edit on the line that displays your Hunt Group name. Step 6: Select Profile from the available Basic menu.

3 Step 7: Review the list of Assigned Users on the bottom right of the page and confirm that all of the phone lines you want in the Hunt Group are included in this section.

4 Add Lines to a Hunt Group: Step 1: Follow Steps 1 7 above from Verify Lines in a Hunt Group and you will see the following page. Step 2: Select the Search button on the right hand side of the screen.

5 Step 3: You will see the following screen where any additional Available Users will be displayed in the box on the lower left of the screen. Step 4: Click on the Available User to highlight the user/phone line that you want to add to the Hunt Group and then click the Add button as shown below.

6 Step 5: The Available User has moved to the Assigned User box. Click on the Apply button to save your changes.

7 Remove Lines from a Hunt Group: Step 1: Follow Steps 1 7 above from Verify Lines in a Hunt Group and you will see the following page. Step 2: Click on the Assigned User to highlight the user/phone line that you want to remove from the Hunt Group and then click the Remove button as shown below.

8 Step 3: The Assigned User has now moved to the Available User box. Click the Apply button to save your changes.

9 Add Directory Number Hunting (DNH) to a Line Directory Number Hunting Individual phone lines can be set to have calls to that individual line roll into the Hunt Group if not answered initially by the user of that direct line. This feature is called Directory Number Hunting (DNH). When DNH is set on a line, all unanswered calls to that line will be directed to the next line in the Hunt Group. Calls to a line with DNH will not reach an individual voic box. DNH lines also lose the ability to call forward their line. Any line that does not have DNH set will still receive Hunt Group calls if that line is part of the Hunt Group. Step 1: Follow Steps 1 7 above from Verify Lines in a Hunt Group and you will see the following page. Step 2: Select Directory Number Hunting from the Advanced section of the profile page. Step 3: Highlight the user/phone line that you want to assign to Directory Number Hunting and then click the Add button.

10 Step 4: The Available User has moved to the Assigned User box. Click on the Apply button to save your changes.

11 Remove Directory Number Hunting from a Line Step 1: Follow Steps 1 7 above from Verify Lines in a Hunt Group and you will see the following page. Step 2: Select Directory Number Hunting from the Advanced section of the profile page. Step 3: Highlight the user/phone line that you want to remove from Directory Number Hunting and then click the Remove button.

12 Step 4: The Assigned User has moved to the Available User box. Click on the Apply button to save your changes.

13 Voice Messaging Group/Hunt Group Voic Initial Set-up Access to and control of Hunt Group Voic is provided by both the Online Control Panel and through the Voice Portal. IMPORTANT NOTE: The following procedures only apply to setting up and accessing a HUNT GROUP VOIC also known as VOICE MESSAGING GROUP. It is possible that your business is set up with only individual user voic . In that case, the set up and access procedures will be slightly different and you will need to review the Voice Portal Quick Reference Guide for individual users. On the day of your new service installation follow these steps to set up your Hunt Group voic . Steps 1-7 below will be completed by accessing the Voice Portal through a Charter Business phone line located at your business premises. Steps 8 15 will be completed by accessing the Online Control Panel. Step 1: From any Charter Business phone line located in your business, dial 999 to reach the Voice Portal. Step 2: As you hear the automated greeting press the star button * Step 3: You will be prompted to enter your extension. Enter the extension for the Hunt Group which is typically 998 Step 4: If prompted to enter a PIN/pass code, enter If prompted to enter a new PIN/pass code, select and enter the PIN/pass code of your choice. Step 5: If prompted, follow the voice instructions to record the Company Name then press # Step 6: At the Voice Portal main menu select option 1 to enter the Voic Menu Step 7: At the Voic Menu select options and follow the voice prompts to record both your Busy Greeting (option 2) and your No Answer greeting (option 3). The following steps (steps 8 15) allow you to access and confirm additional settings for your Hunt Group Voic via the Online Control Panel. You will be able to turn voice messaging for the Hunt Group on or off. In addition, you can make selections on which Hunt Group calls are sent to voic (including the option to send all calls to voic ). You can also select options to send notifications and/or copies (wav files) of messages. Finally, you can set an option to allow a caller that reaches the Hunt Group voic the option to press 0 and be directed to any phone number. Step 8: Log in to the Charter Business Portal as an Administrator and click on the Voice Administration link. The Charter Business Voice Portal Login screen will be displayed. Login using the administrator login username and password that were provided in the welcome sent to you on the day of installation. If you do not have the administrative login username and password, please contact the Customer Care Team.

14 Step 9: Once logged in as an administrator you will see the following page. Step 10: Select Services from the left hand navigation column and you will see the following page. Step 11: Select Hunt Group from the available Basic Services list.

15 Step 12: Select Edit on the line that displays your Hunt Group name. Step 13: Select Messaging from the left hand side menu. Step 14: Select Voice Management from the Basic Messaging list. Step 15: The following page allows you to control multiple element of your Hunt Group Voic .

16 1. Turn the Voice Messaging for the Hunt Group on or off 2. Make selections on which Hunt Group calls are sent to voic (including the option to send all calls to voic ). 3. Select options to send notifications and/or copies (wav files) of messages 4. Set an option to allow a caller that reaches the Hunt Group voic the option to press 0 and be directed to any phone number that you enter on the screen below. All of the check box options are either enabled (checked) or not enabled (not-checked). YOU MUST CLICK THE APPLY BUTTON FOR CHANGES TO BE SAVED. CHANGES TAKE EFFECT IMMEDIATELY.

17 Voice Messaging Group/Hunt Group Voic Retrieve Messages Step 1: From any Charter Business phone line located in your business, dial 999 to reach the Voice Portal. Step 2: As you hear the automated greeting press the star button * Step 3: You will be prompted to enter your extension. Enter the extension for the Hunt Group which is typically 998 Step 4: Enter your PIN/pass code Step 5: At the Voice Portal main menu, select option 1 to enter the Voic Menu Step 6: At the Voic Menu select option 1 to Play Messages and follow the voice prompts

18 Hunt Group Call Forwarding & Number of Rings You can set the number of rings each line will ring before the call moves forward in the Hunt Group. Calls to a Hunt Group can also be forwarded to any phone number. This feature may be useful if you want to forward all Hunt Group calls to an after-hours answering service or to another company location that is open after all employees depart for the day. Step 1: Log in to the Charter Business Portal as an Administrator and click on the Voice Administration link. The Charter Business Voice Portal Login screen will be displayed. Login using the administrator login username and password that were provided in the welcome sent to you on the day of installation. If you do not have the administrative login username and password, please contact the Customer Care Team. Step 2: Once logged in as an administrator you will see the following page. Step 3: Select Services from the left hand navigation column and you will see the following page.

19 Step 4: Select Hunt Group from the available Basic Services list. Step 5: Select Edit on the line that displays your Hunt Group name. Step 6: Select Profile from the available Basic menu. Step 7: Review the list of No-Answer Settings located in the middle of the page.

20 1. Send to next agent - Make sure the check box is checked and select the number of rings by using the available drop down selection (3 rings is the default setting). 2. Forward call after waiting Checking this box will forward all Hunt Group calls to the phone number that is entered in the Call Forward to box. The forwarding will occur after the number of seconds that is entered in the box. A typical ring lasts about 5-6 seconds so if you want the call to forward after 3 rings you will enter 15 seconds. If the number of seconds is set to 0, calls to the Hunt Group will immediately be forwarded to the forward to number and will not ring the Hunt Group lines. a. The Call Forward to box should be filled in with the phone number exactly as a user would dial to call from the business location. This includes the use of a 1 if the forward to location is considered long distance from the business location.