BT CLOUD VOICE. CUSTOMER ADMINISTRATOR GUIDE.

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1 BT CLOUD VOICE. CUSTOMER ADMINISTRATOR GUIDE. A comprehensive guide to setting up and using the many features of BT Cloud Voice, and how they can help you get the very best out of your business.

2 WHAT S IN THIS GUIDE. Welcome to BT Cloud Voice. 3 Our service options. 4 Understanding the basics. 4 Understanding your BT Cloud Voice service. 5 Telephone Numbers. 5 Licenses. 6 Devices. 6 BT Cloud Voice Portal and User Profiles. 6 What you should think about before you set up your service. 7 What does BT Cloud Voice offer and what does it actually do? 8 NEED HELP? If you have any problems setting up or using your BT Cloud Voice service, contact the Helpline on or bt.cloudvoice@bt.com EMERGENCY CALLS. 999 or 112 emergency calls. Your BT Cloud Voice phone number is registered to a specific address, so when you make a 999 or 112 call from your phone number, that s the address the emergency services will see. If you use your BT Cloud Voice service at a different address, the registered address does not automatically change. So if your work location changes let your BT Cloud Voice service administrator know as they might also need to change your registered address. You might not be able to make 999 or 112 calls when there s a power or network failure or if using the service through an app on a mobile device. 2

3 WELCOME TO BT CLOUD VOICE. Introducing the BT Cloud Voice team dedicated to helping you and your business. Here at BT, we know that changing the way you deal with your business communications can be daunting. Our BT Cloud Voice service team has been set up with the sole purpose of supporting you and giving you the best experience possible while you make the switch. We ll get you up and running quickly and smoothly so there s no disruption to your business, then support you while you get used to the service and make sure that it is perfectly tailored to meet your needs. All of our UK-based team are trained experts on BT Cloud Voice, but we will give you a named contact who can answer your questions promptly. This contact will only be a phone call or away, and they will stay in touch with you throughout the process of setting up your order. Please use the team and ask us questions as we really do want you to get the most out of your new service. Before your official go live date we will schedule in a 60 minute familiarisation call to run through the basics with you. If you have chosen the self-configure option (page 4), this will help you find your way around the service so you can set it up and get started. 3

4 OUR SERVICE OPTIONS. BT Cloud Voice has been designed to give you total control of your own business communications. This is why we have two service options: one for those who want to be more hands on and one for those who don t. Configuration As the service is Cloud-based, it will need to be set up and organised via the BT Cloud Voice web portal. This lets you (as the service administrator) choose who will be able to use it and decide what happens to your calls. If you prefer, BT can do this on your behalf we ll just need to talk through your requirements with you first. Installation This is the part where the IP Phones are actually set up in your office. IP Phones are pre-configured to connect to the service, so once they have been allocated to people connected to the BT Cloud Voice web portal, these devices will be ready to use. Have a look at the user guides for each phone to see an easy-to-follow step-by-step process. Again, if you prefer, BT can arrange for an engineer to do this on your behalf at a time that works for you. Both these services are optional and chargeable, so please think about which style of set-up will work best for you. UNDERSTANDING THE BASICS. Introduction. BT Cloud Voice lets you update your service via the portal whenever you like, whether it s adding new users or simply making a few changes to your existing set-up. But before you get started, as the Administrator, there are some basic points that we need to go through. BT Cloud Voice and your internet connection. BT Cloud Voice is very different to our other telephony services. Historically, we have used wires for your phone lines and, while these work very well, they can be a bit restrictive if you work from more than one site. BT Cloud Voice is accessed through an internet connection instead, giving you one seamless service that you can use wherever you are. By now, we will have checked your requirements and suggested the most suitable internet connection for you. We have also enhanced our BT network to make sure your voice calls have the necessary priority across this connection. By managing your access in this way, we can be certain that we are providing you with the best possible business-grade service for making calls and having real-time conversations through the internet. This is why we can only support BT Cloud Voice where we provide your business internet service too. 4

5 UNDERSTANDING YOUR BT CLOUD VOICE SERVICE. The following information should help you understand how your service is set up we ll also talk you through the basics on our familiarisation call. We are confident that you ll be able to take control on your own once you ve mastered them, but remember we re always here to help. Users. A user is generally a person, but it could also be a functional user i.e. a lobby phone. For example, Susan works within your business and needs to be able to make and receive calls. To give Susan access to BT Cloud Voice, she must firstly be set up as a user on the service and given her own account. That account will be assigned a license which provides Susan with the functions and services that she needs to do her job. Susan s user account must be registered on a device which allows Susan to make and receive calls e.g. an IP Phone (one that works through the internet) which sits on Susan s desk. Sites. When we set up BT Cloud Voice for you, we will create one or more sites. These often represent the office or building where you will usually use the service. When you set up a new user, they must be allocated to a site. When we build your site(s) we will record the full address for the purposes of the 999 Emergency Service database. Your telephone numbers will be assigned to these sites; you can then allocate them to people as you wish. If you need extra sites or numbers, please contact us and we can arrange for them to be added to your service. Also, if things change and you move, please let us know your new address so we can update the site records. It s important we maintain accurate address records for the purposes of 999 Emergency Services. TELEPHONE NUMBERS. The service lets you use two types of numbers, internal and external. Internal numbers have a short extension number for each user which can be dialled by any other person on your service. For example, Susan has internal number 3101 and Chris has internal Chris can call Susan on 3101 without having to dial the full phone number. Generally, but not always, the internal number is the last four digits of the external telephone number. As the customer administrator you can set the internal number for each user. External numbers are those that you would normally consider to be your telephone number to give out to your customers etc. People can dial these from local, national, international and mobile networks, as well as via BT Cloud Voice. You can have brand new numbers for your business or you can use existing numbers if you want to keep things consistent. You then assign them to people or the functional users mentioned earlier, such as Auto Attendants (see page 8). 5

6 LICENSES. We currently have three user license types; BT Cloud Voice Basic, BT Cloud Voice Connect and BT Cloud Voice Collaborate. Each has specific features that will support the different roles within your organisation. We ll talk about the license types in more detail later, but generally the Connect and Collaborate options are allocated to people and the Basic user license should be considered a functional account suited to a door phone or lobby phone. You can choose to have extra user and site licenses if you need them. For example, you could get an Auto Attendant (Site add-on license) to answer your calls automatically or a Reception Console (User add-on license) to turn any PC into a professional and efficient reception desk. The BT Cloud Voice portal lets you see how many licenses you have, how many are allocated and therefore how many are free. If you reach your limit and want to buy some more then simply contact us to sort it out. DEVICES. Please note: Only IP Phones supplied from the BT Cloud Voice portfolio can be connected to the service. When you want to make a call, you will need an IP phone. This could be a physical IP phone which sits on a desk or a softphone (an app that lets you make calls from a computing device) loaded onto a mobile, tablet or PC. There s a secure activation process that you have to follow when you want to allocate an IP Phone to someone. This is controlled using your system password authority levels. Once you ve done that, the person s account is linked to the device and it will ring when they receive a call. For a physical IP Phone we use a MAC address (this is a unique number which identifies that particular phone); for the Apps there is a username and password which is set up via the portal. BT CLOUD VOICE PORTAL AND USER PROFILES. Note: There must be at least one nominated Company Administrator for the Cloud Voice service. That nominated user can then create additional users and manage their profiles. Everybody on your service will be given a user name and password to login to the BT Cloud Voice Portal. Once they are in, there are three user profile types that determine what a person can do: Company Administrator this person has full admin control across the entire service. They can modify any user on any site, including managing site features. Site Administrator This person has full admin control at site level. They can modify any user or site feature at one particular site. End User (Employee) This person can manage their own user account. 6

7 WHAT YOU SHOULD THINK ABOUT BEFORE YOU SET UP YOUR SERVICE. What s worth considering? Every business is different in terms of how it operates. We can make sure your BT Cloud Voice service meets your needs and easily handles all the different ways that your customers can contact you. Keeping track of all your calls helps you build and maintain good business relationships; therefore it s worth taking time to consider what you want the service to do for you and how you want it to work. Before setting up, here are a few things to take into account: What volume of calls do you take, and do your calls fluctuate throughout the day? Do you want to manage calls differently depending on the time of day and the day of the week? For the main numbers that you publish for sales or service, how and to whom do you want to route the calls? Would it be better to put your calls in a queue, rather than giving potential customers an engaged tone? Do different employees need different features, such as mobile applications and conferencing? Does everyone need voic ? Are your work force distributed across multiple locations? 7

8 WHAT DOES BT CLOUD VOICE OFFER AND WHAT DOES IT ACTUALLY DO? Call Distribution How to manage incoming calls and get the caller to the right person with the right skills. Service Feature What does it do? Who might use this? Auto Attendant Automatically answers calls and greets incoming callers with different options to route their call to the most appropriate team or person. The message and options can be changed depending on whether the caller rings during or out of business hours. Some businesses prefer a receptionist to answer all of their calls personally. This isn t always practical if there are a lot of calls, so an auto attendant can help out and speed up how calls are routed to the right person. Hunt Group Rings multiple phones when a single number is called, even if the hunt group members are on different sites. You can decide whether to distribute incoming calls in a certain order around the group or ring everyone at the same time. This is ideal for basic call distribution, and most businesses will find that it will meet their needs in terms of distributing sales or support calls, amongst others. Call Centre (ACD) This works like a hunt group but with two main differences: 1. Calls are queued and it is possible to give intermittent comfort greetings. 2. Those in the group answering the phones (agents) log in and out so, when they aren t available, the call will not ring at their phone. Again, the agents don t have to be in the same place. This isn t just for big businesses. Call Centre can help smaller businesses present a more professional image and provide a better customer experience. It can help manage larger volumes of calls, and give you a picture of how long it takes for a customer to get through to an agent and how many abandoned calls you get, which can help with business planning. Direct Dials If everyone has their own Direct Dial number, customers can ring straight through to their contacts. It is usual to give everyone a short extension number too, so it s quicker and easier to make internal calls. BT Cloud Voice supports geographic numbers starting 01 or 02. This is a standard function and most people will have a direct dial telephone number. Calls can be received from all other networks and services. 8

9 Call Handling How to manage calls Service Feature What does it do? Who might use this? Hold Lets you put callers on hold. Think about using the music on hold function to keep your customers entertained while they are waiting. This is a standard feature and is useful to anyone who needs to leave a caller for a short time to deal with their enquiries. Transfer Allows a call to be moved to another line, either internal or external (for example to the mobile of an employee who is out of the office). Anyone who needs to send calls to someone else. Some businesses prefer to announce the caller to the third party (warm transfer) before they transfer the call, which tends to give a better customer experience. 3 Way conference Lets a third person be pulled in to an active conversation. This is particularly helpful if you need to consult with someone else, for example on a helpdesk. Call Forwarding Sends calls on to an alternative number if the call isn t answered. There are various ways to do this, including Call Forward Not Reachable which forwards calls to an alternative number if there s a problem with the network. This helps with business continuity at those times when you are not free to take a call. Call Forward Not Reachable is a service that is not normally available with traditional on-premises phone systems. Call Park / Retrieve Parks an active call against a specified extension (and puts the caller on hold) until it can be retrieved by someone, not necessarily the person who originally took the call. This can be particularly useful in Retail or Manufacturing as the calls can be parked and retrieved by different people from different locations around the business. Call Pickup Allows you to pick up calls that are ringing on colleagues phones. A busy office can benefit from this as people can answer other phones without leaving their desks. Priority Alert/ Distinctive Ringing Gives distinctive ring tones to different types of calls, to highlight a particular customer calling or to differentiate between internal and external calls. Helps people to easily distinguish between different call types so that they can answer the phone appropriately. Push to Talk Behaves like an intercom so you can speak to others without answering the phone. Used in retail and warehouse environments to make announcements over the phone system. Voic Lets callers leave a message if the calls cannot be answered. An optional voic to notification lets your voice messages be delivered as audio attachments to . Most people will need a voic box to make sure no important calls are missed. The feature is an extra way to bring messages to your attention. 9

10 Additional features and applications Making life easier and helping you work more efficiently Service Feature What does it do? Who might use this? Directories Provides a central list of contacts which can be searched for on certain Cloud Voice IP Phones. This helps find contact numbers quickly and can be used to identify incoming callers. Any business regularly calling suppliers, customers or colleagues. It reduces the time and effort spent searching for contact details. Music On Hold Gives the caller music to listen to when placed on hold instead of silence. There is a default music source but you can customise your own by uploading your preferred music choice. Please bear in mind copyright when uploading music, BT can help you with this if you need it. Those who want to provide a better customer experience when handling calls. Callers listening to silence are more likely to hang up, either thinking they have been cut off or because sitting in silence can feel like a long wait. Music and messaging can pass the time whilst you deal with their enquiry and can even give you an opportunity to play sales messages to your customers. Call Director Call Director lets you use any fixed or mobile device as your desk phone. Callers dial your normal number and will reach you on any phone you choose. Several devices can ring at the same time so you don t miss any calls, and you can move active calls from one device to another without hanging up. This means if you re on a call on your mobile when you arrive in the office, you can seamlessly move that call to your desk phone. When you dial out from your phone, it keeps your normal call identity so your contacts will recognise your number even when you aren t in the office. Anyone who works from locations outside the office. A single number means that customers and colleagues don t need to guess where you are and therefore which number is best to contact you on. Keeping the usual outbound Caller ID can be a useful tool for people who regularly work from home, helping to maintain a professional image. Busy Lamp Field This lets you use line keys on your IP Phone to monitor other users. You will be able to see whether their phone is idle, ringing or busy. This means you can answer any incoming calls and see when their line is free for calls or transfers. Receptionists and Personal Assistants can monitor colleagues lines before transferring calls to them. Managers and Team Leaders can check whether their team members are on the phone and field calls if people are busy. Communicator Business This bundle includes the Cloud Voice Communicator application for desktops (Windows and Mac), tablets (ipad) and Smartphones (iphone and Android). You will be able to see the presence (availability) of your contacts, and they will be able to see yours. You can contact them using instant messaging, phone calls (including click to call from a desk phone), and video calls. Contact lists can be easily created and managed, with access to both personal and company contacts. You ll also be able to use BT Cloud Voice to set your call handling preferences. All users can benefit, especially mobile and remote workers who will be able to see who is available to help them and then contact them in the most appropriate fashion. 10

11 Service Feature What does it do? Who might use this? Communicator Team This bundle has all of the features of Communicator Business, but also includes audio and web conferencing for up to eight people. This is simple thanks to the innovative My Room feature a virtual meeting room that has a simple click to join conference bridge, group chat window and desktop sharing. This will be useful for anyone working as part of a formal or informal team that needs to hold regular group discussions. BT Cloud Voice Toolbar Places a toolbar within Microsoft Outlook, Internet Explorer or Firefox to give you instant access to BT Cloud Voice, allowing you to answer calls, click to dial, control existing calls and easily change telephone service settings. Gives all PC desk-based users fast, convenient access to BT Cloud Voice straight from their desktop. Hot Desking Lets you use another phone as if it was your desk phone for a specified period of time. This host phone will adopt your account features and settings, as well as your phone number so that it receives your incoming calls and displays your normal office number on outbound calls. Remote or mobile workers can use dedicated Hot Desk workstations or borrow a colleague s desk when visiting an office. This can help control office space costs by increasing shared employee work space. Audio and Web conferencing Audio and web conferencing is part of Communicator Team functionality (see above) Audio and web conferencing is part of Communicator Team functionality (see above) Reception Console Lets you use a PC to manage calls into the company. This means that receptionists don t have to be on-site to handle calls professionally; they can use features such as directory look-up, line monitoring and drag-and-drop call transfer to deal with callers quickly and efficiently wherever they are. Any business with people assigned to a receptionist role, including those who are remote workers. CRM Connect Helps with customer relationships by giving you the information that you need to greet callers by name, with all their relevant details automatically displayed on your PC screen when the call arrives. Lets customer-facing staff contact people quickly by using click-to-call from the CRM application. Businesses that rely on good customer relationships to encourage repeat business. Also useful for those with customer-facing staff who use a CRM software application. Call Recording Wallboard Lets you record calls when you want to, either on demand or by blanket-recording every call. Real-time monitoring of calls can be useful for coaching purposes. There are flexible storage options to meet regulatory requirements and PCI compliance for recording calls with credit card details. A powerful dashboard makes it easy to handle the recording and archiving of all your calls. The Wallboard works with the ACD / Call Centre service to monitor and display real-time call statistics. It is a PC application but it can be connected to a large screen monitor for display to a wider team. Those who need to record calls, either to meet regulatory requirements (eg. legal and financial industries) or as best practice for customer service and on-going coaching and training purposes. Typically used in all types of call centres for managing and motivating team members. 11

12 Call Management and Cost Control How to manage the service cost-effectively Service Feature What does it do? Who might use this? Account Codes Lets you assign an account code to certain calls for tracking and auditing purposes. Anyone who needs to track and bill calls to a particular customer or department, such as solicitors who need to invoice clients for phone calls made. Authorisation Codes Gives you the option of requiring a PIN code for certain types of call, such as international calls. Any business who needs to control costs and/or prevent fraudulent use of the phone service. BT Cloud Voice Business Portal The Portal lets all users and administrators manage their communications service from any webbrowser-enabled device including a PC, tablet or smartphone. Sign in to view a dashboard summary of call logs and voice messages, and to use shortcuts to popular call features. Click-to-dial from call logs, and view and download subscribed applications (such as BT Cloud Voice Communicator client). In addition, administrators can manage features such as Hunt Groups and Pickup Groups, update employees credentials and service settings, and access group and company call reports including graphical comparison and analytical tools. All end users plus company or group administrators of the service. Call Barring This lets you block certain types of calls, such as premium rate numbers or calls to all or selected international destinations. Any business that wants to keep control of call costs. 12

13 Offices Worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No PHME 71987