2 PBX Administrator Guide URL for the site is Enter you Username E mail address Enter your Password - Your extension The HOME page opens Here you can access the following options by clicking on the appropriate tab on the top of your screen: 2
3 Activity = using the activity tab, you can access Calls Date and time, Duration, Call type, Call From (CID), call To, Account code information Voic =Using the voice mail tab, you can access and See message ID, caller ID, Date/Time, Duration Services = Under the Services tab, you can access PBX info, Phone numbers, E911, extensions, mailboxes, auto attendant, time frames, groups, Holidays Reports = Under the Reports tab you can view call activity by start and end dates, call type, and choose to view as a graph or list of calls. Settings: under the settings tab you are able to update a user profile and change user type from Administrator, to Call center agent, or basic end user. You may also change an extension in this area. This guide will aide you in basic programming to edit extensions, voice mail boxes, groups, phone numbers, auto attendant, time frames and holiday greetings. Most Administrative programming is done under the Services tab. 3
4 Click on the SERVICES tab When the service tab opens you will be able to adjust parameters for PBX Features. The bulk of functionality of the Customer Portal is within the PBX Configuration module. There are two types of users in the Customer Portal, Administrator and Employee. The Administrator has the ability to administrate all aspects of their assigned PBX. Administrators can create other users, modify phone numbers and extension settings, mailboxes, call routing, auto attendants, conference bridges, call blocking and after hour settings, and E911. Managing Extensions: From the left column on your screen, double click on Extensions to open your extension list. You will edit extensions, call routing and voice mail boxes in this area. 4
5 STEP 1: Editing Extensions: 1. From the left column of your screen, click on Extensions to open your extension list. 2. To EDIT an existing extension or mailbox, while on the list of extensions. Simply click EDIT next to the extension you wish to edit. An Extension Detail Report opens. This is where you will enter all of the associated information for the new extension including, name, call routing options, and voice mail. NOTE: E911 location MUST be configured as part of changing or adding an extension, either before or after configuration. All information associated with the end users location must be provided and tested. This is also accessed from the left side of your screen by clicking on E911 (directly above Extensions). 5
6 STEP 2: Setting up the Extension Details Programming extensions call Routing and Configuration: For each extension, you must configure a path (call routing) for calls to take if that extension is busy or unable to answer the phone. Step1 Click on the first tab Call Routing.The Routing and configuration page opens. Configure how you would like incoming calls to be handled by choosing the appropriate options and rules which are accessed from the dropdown boxes. Routing Options: Try First: The first setting system sends calls to. Usually set to Phone. From the dropdown boxes, choose appropriate extension. If Busy: From the dropdown boxes, choose path for call to follow if busy If Not Answered: From the dropdown boxes, choose the path for call to follow if the call is unanswered. If Offline: From the dropdown, choose path for call to follow if phone is offline. (Example of second call path options: Voice mail, Group, Automated attendant, name directory, Outside telephone number) NOTE: The additional Tabs across Routing and Configuration are used to program phone and extension details and additional call paths. Step 2: a. Click on the second tab Find Me 6
7 Find Me This feature allows you to program routing to have the system locate you by dialing 5 subsequent devices/locations until you accept or reject a call. Choose Outside number or Extension or other extension Enter or choose destination Check Active box to activate. You must set ring time for each location; you also have the option, by simply checking the provided box, to have the callers name announced and the ability to give the caller an option to transfer to voic . (You must also configure times of day and days of the week in the provided area.) Step 3: Click on the third tab Advanced: Advanced tab allows you to configure extension details such as: message waiting extension, rules for call waiting, missed call list, and show agent status. Using the dropdown boxes, set your advanced options. You are now ready to make changes to the extensions mailbox STEP 3: Setting up or editing the extension mailbox 7
8 Access user mailbox: 1. While still on the extension detail page, or 2. From the left side of screen, choosing Mailboxes, or 3. By clicking on EDIT while on the extension list. From the dropdown box, select or confirm extension you wish to assign the mailbox to. Select the option for recorded messages under Recordings and Greetings 1. Unavailable or Busy. 2. Click record or play. 3. A name must be recorded to associate with that extension. 4. Click Record or Play. NOTE: Once a mailbox is added to the system, the end user should record a greeting and a name to associate with that mailbox. To record a greeting: Dial * followed by your mailbox number. Your phone will ring and you will be guided thru the recording of your greeting. Or click the Record or Play buttons and enter the appropriate extension in the provided text box shown above. When finished entering the required information in steps 1, 2 and 3 Click Save. Important Note: When mailbox options are accessed from the left column of your screen by clicking on mailboxes, you will have the additional settings of Notifications and Advanced Settings. When accessing mailboxes via the extension edit option, you will not see the options to set notifications or advanced settings. 8
9 Notifications: enter e mail address to receive a voice mail notification in your e mail Advanced Settings: Check box to allow caller to: Dial during an announcement, skip voice mail Instructions, listen to an announcement message only, or hide the mailbox from the company directory. When finished, click save. GROUPS: Adding an extension to a ring group While on the SERVICES tab, from the left side of your screen, double click on GROUPS. Click on New Ring Group 9
10 1. Name the new group 2. Choose ring rules (ring all extensions) choose same time or sequentially. 3. Under Seconds to Ring, Set time to ring group (note, each ring is aprox. 5-6 seconds) 4. Choose caller ID settings 5. From the right column of available extensions, highlight to add or remove 6. From the right column, you can format the sequential ring order by moving an extension up or down 7. Set the final forwarding step by choosing from the dropdown box: i. 8. Click on Add Group at bottom of page to finish or cancel. Phone Numbers: Managing Telephone numbers ring in destination: While on the SERVICES tab, from the left side of your screen, click on Phone Numbers 10
11 From this window you are able to edit. To Edit highlight the number you need to edit and click the EDIT button on the far left of the column When the window opens you are able to make changes to the following: Global Caller ID Name, screen for privacy, internal presentation of caller ID, Holiday options, routing and Music on Hold. When finished, click Save. AUTOMATED ATTENDANT: While on the SERVICES tab, from the left side of your screen, click on Auto Attendant To edit an existing greeting: Click on Edit next to the greeting you need to edit. OR To create a new attendant greeting click on New Auto Attendant 1. General Settings: Edit attendant name, attendant timeout, and digit timeout 2. Announcement: Click on Record to record a new announcement, or click on Play to listen to the current greeting. 11
12 Attendant Name: Short name given to each attendant to help identify Attendant Timeout: Amount of time after the greeting is finished playing before timeout rule is executed Digit Timeout: Amount of time between presses before attendant attemts to connect user to extension or option dialed. To Record an Auto Attendant Greeting: To record by phone, click the RECORD button. Your phone will ring and you will be prompted thru setting up the greeting. *322 is the feature code that will also allow you to record the greeting. 3. Button Configuration (digit translations) From the Button column, choose the button you wish callers to press in relation to the announcement you will record. From the Route To column, choose the destination or action. If your destination so requires, you will be prompted to enter the destination information. i.e. extension, group, automated attendant, mailbox etc. Note: Timeout options means if the caller does not choose any option, what will happen to that call? 12
13 After your Buttons have been configured within the desired auto attendant, click TIME FRAMES: While on the SERVICES tab, from the left side of your screen, click on Time Frames Next to the Hours you wish to work with, click EDIT Or, to create a new time frame, click This is where you will set the day and night auto attendant s schedule for days of the week, and start and end times. Time frame name: Name of time frame you are working with During hours forward calls to: From the drop down box, highlight and choose option for where the calls must ring into during the day. (i.e. auto attendant, group, mailbox, directory). From the second drop down, when applicable, enter or choose ring in destination details. After Hours forward to: From the dropdown box, highlight to choose option for where the calls must ring during closed/night hours. (i.e. directory, mailbox, ) From the second drop down, when applicable, and enter ring in destination details To complete set up, using the drop down boxes: Check, the day of the week and check All day where appropriate Enter start time under the Before column 13
14 Enter end time under the After column When finished, click Save. Holidays To create and manage Holidays: While on the SERVICES tab, from the left side of your screen, click on Holidays Next to the Holiday you wish to work with, click EDIT Or Delete To create a New Holiday, click on the New Holiday tab. Click on Add Holiday Conference Bridge: To create a new conference bridge room: While on the SERVICES tab, from the left side of your screen, click on click on Conference Bridge To create a new CONFERENCE Bridge room, click on New Conference Room 14
15 Assign a conference number and a numeric password. Click Add Conference Bridge DDevine
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