Charter Business Phone Plus Start-up and Quick Document Version 1.0
About this 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...PAGE 3 2. Add lines to a Hunt Group...PAGE 5 3. Remove lines from a Hunt Group...PAGE 7 4. Add Directory Number Hunting (DNH) to a line...page 8 5. Remove Directory Number Hunting (DNH) to a line...page 9 6. Voice Messaging Group/Hunt Group Voicemail First time set-up...page 10 7. Voice Messaging Group/Hunt Group Voicemail Retrieving Messages...PAGE 13 8. Hunt Group Call Forwarding & Number of Rings...PAGE 14
1 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. Select Services from the left hand navigation column. Log in to the Charter Business Phone Plus Online Control Panel at https://phone. charter-business.net/login using the administrator login username and password that were provided in the welcome email sent to you on the day of installation. If you do not have the administrative login username and password, please contact our customer care team at 800-314-7195. Step 4 Select Hunt Group from the available Basic Services list. Step 5 Select Edit on the line that displays your hunt group name. Once logged in as an administrator you will see the following page.
1 Verify Lines in a Hunt Group Step 6 Select Profile from the available Basic menu. 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.
2 Add Phone Lines to the Hunt Group Follow Steps 1 6 above from Verify Lines in the Hunt Group and you will see the following page. You will see the following screen where any additional Available Users will be displayed in the box on the lower left of the screen. Select the Search button on the right hand side 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.
2 Add Phone Lines to the Hunt Group Step 5 The Available User has moved to the Assigned User box. Click on the Apply button to save your changes.
3 RemoVE Phone Lines from the Hunt Group Follow Steps 1 6 above from Verify Line in the Hunt Group and you will see the following page. The Assigned User has now moved to the Available User box. Click the Apply button to save your changes. 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.
4 Add Directory Number Hunting 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 voicemail 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. Highlight the user/phone line that you want to assign to Directory Number Hunting and then click the Add button. Follow Steps 1 5 above from Verify Lines in the Hunt Group and you will see the following page. Step 4 The Available User has moved to the Assigned User box. Click on the Apply button to save your changes. Select Directory Number Hunting from the Advanced section of the profile page.
5 Remove Directory Number Hunting from a Line Follow Steps 1 5 above from Verify Lines in the Hunt Group and you will see the following page. Step 4 The Assigned User has moved to the Available User box. Click on the Apply button to save your changes. Select Directory Number Hunting from the Advanced section of the profile page. Highlight the user/phone line that you want to remove from Directory Number Hunting and then click the Remove button.
6 Voice Messaging Group/Hunt Group Voicemail First time set-up Access to and control of Hunt Group Voicemail 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 VOICEMAIL also known as VOICE MESSAGING GROUP. It is possible that your business is set up with only individual user voicemail. In that case, the set up and access procedures will be slightly different and you will need to review the Voice Portal Quick for individual users. Hunt Group Voicemail First Time Set-up On the day of your new service installation follow these steps to set up your hunt group voicemail. Steps 1-7 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. From any Charter Business phone line located in your business, dial 999 to reach the Voice Portal The following steps (steps 8 15) allow you to access and confirm additional settings for your Hunt Group Voicemail 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 voicemail (including the option to send all calls to voicemail). You can also select options to send email notifications and/or copies (wav files) of messages. Finally, you can set an option to allow a caller that reaches the hunt group voicemail the option to press 0 and be directed to any phone number. Step 8 Log in to the Charter Business Phone Plus Online Control Panel at https://phone.charter-business.net/login using the administrator login username and password that were provided in the welcome email sent to you on the day of installation. If you do not have the administrative login username and password, please contact our customer care team at 800-314-7195. As you hear the automated greeting press the star button * 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 1234. 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 Voicemail Menu Step 9 Once logged in as an administrator you will see the following page. Step 7 At the Voicemail Menu select options and follow the voice prompts to record both your Busy Greeting (option 2) and your No Answer greeting (option 3) 10
6 Voice Messaging Group/Hunt Group Voicemail First time set-up 0 Select Services from the left hand navigation column. 3 Select Messaging from the left hand side menu. 1 Select Hunt Group from the available Basic Services list. 4 Select Voice Management from the Basic Messaging list. 2 Select Edit on the line that displays your hunt group name. 11
6 Voice Messaging Group/Hunt Group Voicemail First time set-up 5 The following page allows you to control multiple elements of your Hunt Group Voicemail. 1. Turn the Voice Messaging for the hunt group on or off 2. Make selections on which hunt group calls are sent to voicemail (including the option to send all calls to voicemail) 3. Select options to send email notifications and/or copies (wav files) of messages 4. Set an option to allow a caller that reaches the hunt group voicemail 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. 12
7 Hunt Group Voicemail Retrieving Messages From any Charter Business phone line located in your business, dial 999 to reach the Voice Portal As you hear the automated greeting press the star button * 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. The initial pass code is set to 1234 Step 5 At the Voice Portal main menu, select option 1 to enter the Voicemail Menu Step 6 At the Voicemail Menu select option 1 to Play Messages and follow the voice prompts 13
8 Hunt Group Number of Rings and Call Forwarding 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 afterhours answering service or to another company location that is open after all employees depart for the day. Select Services from the left hand navigation column. Log in to the Charter Business Phone Plus Online Control Panel at https://phone.charter-business.net/login using the administrator login username and password that were provided in the welcome email sent to you on the day of installation. If you do not have the administrative login username and password, please contact our customer care team at 800-314-7195. Step 4 Select Hunt Group from the available Basic Services list. Step 5 Select Edit on the line that displays your hunt group name. Once logged in as an administrator you will see the following page. 14
8 Hunt Group Number of Rings and Call Forwarding 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. 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. 15