OSSmosis Administrator Portal USER GUIDE TM 989 Old Eagle School Road Suite 315 Wayne, PA 19087 USA 610.964.8000 www.evolveip.net Release 1.0 Document Version 1.0
Copyright Notice Copyright 2010 Evolve IP, LLC All rights reserved. Any technical documentation that is made available by Evolve IP, LLC is proprietary and confidential and is considered the copyrighted work of Evolve IP, LLC This publication is for distribution under Evolve IP non-disclosure agreement only. No part of this publication may be duplicated without the express written permission of Evolve IP, LLC, 989 Old Eagle School Rd, Wayne, PA 19087. Evolve IP reserves the right to make changes without prior notice. Trademarks Evolve IP and OSSmosis are trademarks of Evolve IP, LLC. This document is printed in the United States of America. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 2 of 21
Table of Contents: 1. Account Detail... 6 1.1. Account Information:... 6 1.2 Requesting Changes:... 7 2. Billing... 8 2.1 View Past Invoices:... 8 3. Evolved Office... 9 3.1 Auto Attendant:... 9 3.1.1 Business Hours & After Hours Menus:... 10 3.2 Hunt Groups:... 11 3.2.1 Hunt Groups: View/Edit:... 11 3.2.2 Hunt Groups: View/Edit Group Users... 12 3.3 Names, Numbers, and Passwords... 13 3.3.1 View/Edit User Names:... 13 3.3.2 Passwords:... 14 3.3.3 Call Acceptance and Rejections:... 14 3.3.4 Call Forward Basic:... 15 3.3.5 Call Forward Advanced:... 15 3.4 Music on Hold:... 16 3.4.1 Converting Music to a Wav File:... 16 3.5 Conference Bridges:... 17 3.6 Time Schedules:... 18 3.7 Holiday Schedules:... 19 4. Customer Support:... 20 5. Employee Information:... 20 6. OSSmosis Webex Information:... 21 Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 3 of 21
Introducing OSSmosis Evolve IP s OSSmosis portal allows customer administrators unprecedented access and control over their interactions with Evolve IP s systems and solutions. This guide will improve your knowledge of the OSSmosis application for day to day management of your Evolve IP services, as well as network monitoring, Moves/Adds/Changes, and additional services support. Take Control of Your Technology through the process of OSSmosis Evolve IP s OSSmosis Portal provides organizations with an ease of management of their business communications technologies. With visibility and control of all Evolve IP services, OSSmosis represents a new way to manage their organizations communication needs by enabling customers to manage their voice, data, applications and security products without the need for expensive tools or provider interaction. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 4 of 21
OSSmosis Portal: Best Practices Evolve IP s best practices are shared to ensure that you have business continuity and that you can restore any changes that you have applied. We strongly recommend that you read these prior to continuing on with this presentation. Always take a screen capture prior to making a change Keep a library of your recordings with a naming convention that easily represents the content or intent of the message If you are closing for the entire day, add the date to your holiday schedule, so that callers receive a closed message. This limits the changes to messages and time schedules. If you are closing for a partial day use the time schedule tab and adjust in the closed message. Set a reminder for yourself to return your schedule and/or messages to the original prior to your open business hours the next business day Logging In For the First Time? Go to https://oss.evolveip.net/irj/portal Type in your user ID and password. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 5 of 21
1. Account Detail 1.1 Account Information: In the Account Detail Tab, your account information by location is viewable. See existing and past services, one time charges, quantities, cost, and product active-dates. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 6 of 21
1.2 Requesting Changes: Go into the Account Information tab Click on the Request Changes to Account tab. Select which change you would like to make and fill in the correct information. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 7 of 21
2. Billing 2.1 View Past Invoices: In the Billing Tab, your past invoices are viewable. Customers can view a summary of the invoices or scroll down for a detailed description of the invoice. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 8 of 21
3. Evolved Office 3.1 Auto Attendant: Auto Attendant is an automated receptionist, which provides a greeting message to the caller and options to transfer to another user station, hunt group, extension or voice mailbox. Administrators have the following options: Activate/Deactivate, View/Edit, Set Password, and Delete. Calling Line ID The Auto Attendant calling line ID is passed down to user extensions, identifying that the call originated from the specific level (Calling Line) of Auto Attendant. Administrators can also set DID (if applicable) or extension information to be passed to end-users. Scheduling Time Zone: Default is EST. Business Hour Schedule & Holiday Hour Schedule: these are originally setup by Evolve IP during the implementation process but Customers can modify if they need to make changes at any time. Dialing Use the name and extension dialing scope controls to determine whether your auto attendant can direct calls to users in the same group, department, or enterprise Customers have the option of setting up 2 different name dialing entries: LastName+FirstName (only pulls the employees last name) or LastName + FirstName or FirstName + LastName (pulls all employees last names and first names based on what the party calling in is dialing. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 9 of 21
Source for Greeting: Default- Default greeting provided by Evolve IP. Personal- If administrators wish to upload their own greeting, the following criteria must be met: - File Type:.wav - Format: CCITT u-law -Attributes: 8KHz,8bit *See how to convert a file located on page 15. 3.1.1 Business Hours & After Hours Menus: Add or adjust description > select action > add or adjust Forward-to line. Upload personal greeting file for each Auto Attendant s time schedule, holiday schedule, or use default. Specify the menu options for callers, as stated in the greeting you recorded or selected. Menu options are as follows: Key: List of the keys available on a telephone keypad to which you can assign actions shown in the following table. Description: An optional description for the menu option. Action: A drop box that allows you to select the action to be performed. The following table describes the available actions. This is a required field. Action Prompt played to caller What happens Transfer to operator Transfer with prompt Transfer without prompt "Please wait while your call is transferred to the operator. "Please wait while your call is transferred." None Call is transferred to the specified number. If the number is not valid, the call ends with the message "Your call cannot be transferred, please try again later, thank you". This is also the default option if the caller does not make a selection. Call is transferred to the specified number. If the number is not valid, the call ends with the message "Your call cannot be transferred, please try again later, thank you". Call is transferred to the specified number. If the number is not valid, the call ends with the message "Your call cannot be transferred, please try again later, thank you". Name dialing None Access to name dialing. Extension dialing None Access to extension dialing. End call "Thank you for calling." Call is released. Repeat menu None Menu greeting is replayed. --- (Indicates no action has been selected.) Not applicable Menu greeting is replayed. Phone Number: When you have selected an action that transfers a call, a number must be specified. This may be an extension, Enterprise phone number, or outside phone number. (Note: For outside phone numbers, usage charges may apply where applicable). Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 10 of 21
3.2 Hunt Groups: Hunt Groups refer to the methodology of distributing phone calls from a single telephone number to multiple user stations. Specifically, it refers to the process used to select which line or lines will receive the incoming call, and in what order. Administrators have the following options: Activate/Deactivate an existing hunt group (single click). View/Edit existing hunt group properties. Set passwords for voice portal access to hunt groups. Permanently delete a hunt group (not recommended). 3.2.1 Hunt Groups: View/Edit: Hunt Group Name: Administrators have the ability to change the name of hunt groups to easily identify specific hunt groups should future modifications be needed. Department: Administrators may specify which department (preset by Evolve IP) the hunt group will apply. Calling Line ID: The Hunt Group calling line ID is passed down to user extensions, identifying that the call originated from the specific hunt group extension or number. The department time zone can be set from this dialog as well. Administrators can also set DID (if applicable) or extension information to be passed to end-users. Settings: 1. Call Waiting: Administrators specify whether this feature should be activated for hunt group users. 2. Group Policy: Establishes the type of hunt pattern that will be utilized for this hunt group. Users can choose from the following hunt patterns: Circular - Calls are distributed to hunt group users in order, starting where the last hunt ended. Regular- Calls are distributed to users in order, always starting with the same user. Simultaneous- Calls are distributed to all hunt group users at the same time. Uniform - Calls are distributed uniformly to hunt group users starting with the most idle user. No Answer Settings: Administrators specify how a call is handles if not picked up within a specified number of rings, or if a call has been in hunt for a specified amount of time. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 11 of 21
3.2.2 Hunt Groups: View/Edit Group Users: In the Hunt Group Users section, administrators assign a numeric value to users that will be part of the hunt group. The numeric value represents: That a user is in the hunt group. The order in which calls will be distributed to users in the Regular Hunt Group Policy. In Simultaneous hunt groups; all users with numeric value will receive the call at the same time. To add a user that is not shown on the Hunt Group Users page, please contact Evolve IP Portal Support at support@evolveip.net. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 12 of 21
3.3 Names, Numbers, and Passwords: User Management: From this screen, Administrators can manage directory appearance, conferencing and some user call feature settings. 3.3.1 View/Edit User Names: User Management: From this screen, Administrators can view and edit user information Phone Number: View field showing the number being updated. This is preset by Evolve IP and changes must come from Evolve IP Support. First Name: Edit User's First Name (Group Directory Listing). Last Name: Edit User's Last Name (Group Directory Listing). Email Address: Edit User's Email Address (Group Directory Listing). Mobile Phone Number: Edit User's Mobile Phone Number (Group Directory Listing). Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 13 of 21
3.3.2 Passwords: Set User Password: From this screen, Administrators can reset password information. Voice mail/authentication: set user's voice portal password from this dialog, or have a random password generated and sent to user's email address. Upon logging in to voice portal, users will be prompted to change the password set or generated from this dialog. Evolved Office Applications: set user's Evolved Office application password(s). The password created here is used for the following applications: Evolved Assistant Toolbar, Evolved Communicator (soft client), Evolved Receptionist, Evolved Call Center (Agent and Supervisor), and Evolved User Portal. 3.3.3 Call Acceptance and Rejections: Selective Call Rules: From this screen, Administrators can preset call accept and reject criteria. Selective Call Acceptance: allows you to receive only calls that meet your pre-defined criteria. The criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule. All criteria for an entry must be true for you to receive the call. Selective Call Rejection: allows you to reject calls that meet your pre-defined criteria. These callers will be given an announcement that you cannot be reached. Use this feature to prevent nuisance calls from people you would rather not talk to. The criteria for each Selective Call Rejection entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule. All criteria for an entry must be true to reject the call. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 14 of 21
3.3.4 Call Forward Basic: Call Forward Basic: Redirect users inbound calls Always, No Answer, Busy, and Not Reachable. Call Forward Always: allows you to redirect your incoming phone calls to another number, such as a mobile phone or another employees extension. Call Forwarding No Answer: allows you to redirect your incoming calls to another number when you do not answer your phone after a certain number of rings. Call Forwarding Busy: allows you to redirect your incoming calls to another number when you are on another call. Call Forwarding Not Reachable: allows you to forward all incoming calls to a different number, when your Evolve IP phone is not accessible. The forwarding address must be permitted by your outgoing calling plan. 3.3.5 Call Forward Advanced: Call Forward Advanced: As an Administrator, selectively forward specific calls matching predefined criteria to a different phone number or SIP-URI. The criteria for each Call Forwarding Selective entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule. All criteria for an entry must be satisfied for the call to be forwarded (phone number and day of week and time of day). If the call is not forwarded, the call continues as if this service was not turned on. Use this service to forward calls from your manager, a family member, or an important customer to your cell phone, alternate business phone, or home phone. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 15 of 21
3.4 Music on Hold: Music on Hold will allow you to decide if you would like to have Music when a call is on hold or the call is parked. Organizations can have 0 10 different Departments within the configuration. Customers can download their own music, have a specific greeting or use Evolve IP s music on hold. You can choose the View/Edit button to change Group Level Setting and Source for Music on Hold. 5. Active Call Window 3.4.1 Converting Music to a Wav File: In order to upload WAV files to The Evolved Office Product Suite they must be converted to a format that is a recognized as an acceptable format. See below for a step by step guide on how to convert to a wav file. Step 1: Select the music that you would like to play when a caller is on hold. Step 2: Open the Sound Recorder application by - Click on the Start menu - Click on All Programs - Click on Accessories - Click on Entertainment - Click on Sound Recorder Step 3: - Click on Open - Select the file that you want to change. - Click on Open Step 4: -Click on Save As -Choose the file you want to change -DO NOT Save; but proceed to Step 5 Step 5: -Click on Change -Click on Format pull down and choose CCITT u-law format which changes the attributes to an 8 bit Mono format -Click OK -Save to desktop Step 6: -Click on the Browse button next to Custom Music file located in the Music on Hold tab. -Choose which wav file and click on Open -Change source of music on hold to Custom -Click on Save Changes Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 16 of 21
3.5 Conference Bridges: From this menu, Administrators may define which users have the ability to schedule conferences. Users may then schedule conferences from the "User Settings and Conferencing" portal page on the OSSmosis User Portal page located on the Evolved Office Assistant Toolbar. Administrators may set up conferences for users, if necessary, by navigating to the "Names, Numbers and Passwords" page. Calling Line ID: the Calling Line ID that will show to outbound calls placed from a conference bridge. Time Zone where Conference Bridge will be used should be selected. Phone Number should be chosen based on drop down list of available (unused) numbers. If the bridge will be an extension of the enterprise, Administrators should identify the appropriate extension conference users can dial. Settings: The Administrator can view and/or modify the following settings: Allocated Ports: The number of ports allocated for a conference call to the enterprise. This is read-only. If more ports are needed, contact Evolve IP Support. Outcall profile: When dialing from conference software, administrators define which profile will be shown (Calling Line Number and ID) to the recipient. Allow out dial: Administrators can choose whether to allow out dial from conference software. Allow document download: Administrators define whether they will allow documents to be downloaded (Web Conference). Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 17 of 21
3.6 Time Schedules: Time Schedules are used to change business hours due to weather or special circumstances. The Time Schedule tab should be used for a specific start and end time. Click on the Evolved Office Tab and the Time Schedule Tab Click on View/Edit associated with the schedule you want to change or add a new time schedule by selecting the Add New Time Schedule tab. View the schedule to see what changes need to be made: Create an entry for each time period in the schedule. Select the Start Day, type the time(hh:mm) and select AM or PM from the drop-down list box if shown. Select the End Day, type the time (HH:MM), and select AM or PM from the drop-down list box if shown. Click Save at the bottom of the page After you have added the schedule, you can assign it under the Business Hours Schedule located in the Auto Attendant. Once this is activated in the Auto Attendant, your default after hours greeting will play. If you would like to create a personalized after hours greeting, you must convert the file to a wav file. For a personalized greeting, make sure your voicemail to email is turned on (EvolveIP Toolbar/Services/Voice Messaging) and leave yourself a voicemail of the greeting you would like to use. Follow steps 2-6 on the converting music to a wav file on page 15. Once file is converted, change greeting from default to personal and browse in the personal greeting file for correct wav file. Select Save Changes. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 18 of 21
3.7 Holiday Schedules: Holiday Schedules are used to change business hours for the entire day (24 hours) such as Thanksgiving Day or New Years Day. To add or edit a Holiday Schedule: Click on the Evolved Office Tab Click on the Holiday Schedule Tab Click on the Holiday Schedule you want to change or add a new holiday schedule by selecting the Add New Holiday Schedule tab. View the schedule to see what changes need to be made: Enter the new event and date Click Save at the bottom of the page Your holiday schedule is now changed. After you have added the schedule you can assign it under the Holiday Schedule located in the Auto Attendant. Once this is activated in the Auto Attendant, your default after hours greeting will play. If you would like to create a personalized after hours greeting, you must convert the file to a wav file. Refer to the Time Schedule section (Page 17) for how to create a personalized greeting. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 19 of 21
4. Customer Support: On the customer support tab you will find the latest versions of all our applications. You can select from several different categories: Application Downloads Support Documentation Reflection DBR Ticket Center 5. Employee Information: The Employee Information tab is only available during the pre-provisioning phase of the contract. Customers are able to enter in employee information or upload spreadsheet date for the Evolve IP project managers to view without having to fill out several forms. Please consult your Evolve IP project manager for further information. Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 20 of 21
6. OSSmosis Webex Information: Thank you for choosing Evolve IP We look forward to seeing your OSSmosis activity increase and hearing your feedback. For additional help, please attend one of our OSSmosis Webex Trainings. Trainings are every 3 rd Friday of the month at 2pm eastern time. If you would like to attend a session, please send a request to the email address below. If you have any questions or need additional support, please contact us at portalsupport@evolveip.net Evolve IP 989 Old Eagle School Road Suite 315 Wayne, PA 19087 610.964.8000 info@evolveip.net Page 21 of 21