EarthLink Business Hsted Vice Business Grup Administratr Guide March 14
1. INTRODUCTION... 7 1.1 Purpse f this Guide... 7 1.2 Other Guides... 7 1.3 Helpful Links... 7 1.4 Rebting Phnes... 8 2.0 BG ADMINISTRATOR COMMPORTAL... 8 2.1 Accessing... 8 2.2 Lgging In... 9 2.3 Passwrd Parameters... 9 2.4 Using CmmPrtal... 10 3. LINES... 11 3.1 Mving Lines between Departments... 11 3.2 Lgging In as Anther User... 12 4. PHONES... 13 4.1 Mdify Phne Descriptin... 14 4.2 Mving Phnes between Departments... 14 4.3 Assigning a Line t a Phne... 15 4.4 Remving a Line frm a Phne... 15 4.5 Phne Prfiles... 16 4.5.1 Managing Phne Prfiles... 16 4.5.2 Adding a New Phne Prfile... 16 4.5.3 Mdifying a Phne Prfile... 18 4.5.4 Lgging Out f Phne Prfiles... 23 4.6 Mdifying Phne Cnfiguratin as User... 23 4.7 Cpying Phne Cnfiguratin... 24 4.8 Installing a New Phne... 24 4.9 Replacing with an Identical Phne Mdel... 25 2
4.9.1 Replacing with a Different Phne Mdel... 25 5. MULTIPLE APPEARANCE DIRECTORY NUMBERS (MADNs)... 26 5.1 Viewing MADNs... 26 5.2 Mving MADNs t Anther Department... 27 5.3 Viewing and Mdifying a MADN... 27 5.3.1 MADN Lines... 28 5.3.2 Other Settings... 29 5.4 Changing MADN settings... 29 6. MULTI LINE HUNT GROUPS (MLHGs)... 30 6.1 Viewing MLHGs... 30 6.2 Mving MLHGs t Anther Department... 30 6.3 Viewing and Mdifying MLHG... 30 6.3.1 MLHG Pilts... 31 6.3.2 MLHG Lines... 31 6.3.3 Settings... 32 7. CALL PICKUP GROUPS... 34 7.1 Viewing Call Pickup Grups... 34 7.2 Mving Call Pickup Grups t Anther Department... 34 7.3 Adding Call Pickup Grups... 35 7.4 Deleting Call Pickup Grups... 35 7.5 Viewing and Mdifying Call Pickup Grups... 35 7.5.1 Lines... 36 7.5.2 Settings... 37 8. SHORT CODES... 37 8.1 Viewing Shrt Cdes... 37 8.2 Mving Shrt Cdes t Anther Department... 38 8.3 Adding Shrt Cdes... 38 3
8.4 Adding Shrt Cde Ranges... 39 8.5 Deleting Shrt Cdes and Shrt Cde Ranges... 39 8.6 Mdifying Shrt Cdes... 40 8.7 Mdifying Shrt Cde Ranges... 40 9. EXTENSIONS... 41 9.1 Viewing Extensins... 41 9.2 Adding Extensins... 41 9.3 Adding Extensin Ranges... 42 9.4 Deleting Extensins and Extensin Ranges... 42 9.5 Mdifying Extensins... 43 9.6 Mdifying Extensin Ranges... 43 10. DEPARTMENTS... 44 10.1 Add a New Department... 44 10.2 Mdify an Existing Department... 45 10.3 Delete an Existing Department... 45 11. ACCOUNT CODES... 46 11.1 Viewing and Mdifying Accunt Cde Settings... 46 11.2.1 Mdifying Call Types Requiring Accunt Cdes... 46 11.2.2 Chsing Validated r Unvalidated Accunt Cdes... 47 11.2.3 Setting Accunt Cde Length... 47 11.2.4 Blcking Access after Incrrect Accunt Cdes... 47 11.2.5 Setting Individual Line Prperties... 48 11.2.6 Cnfiguring Accunt Cdes... 48 11.3 Viewing and Mdifying Accunt Cde Settings fr a Line... 49 12. CALL LOGS... 50 13. MISCELLANEOUS SETTINGS... 51 13.1 Number Blcks... 51 4
13.2 External Calls... 52 13.3 Other Settings... 53 14. MUSIC ON HOLD... 54 14.1 CmmPrtal Access... 54 14.1.1 Lgging In... 54 14.1.2 Managing Recrdings... 55 14.1.3 Assigning Recrdings t Lines... 57 15. AUTO ATTENDANT... 59 15.1 Planning Yur Aut Attendant... 59 15.2 Types f Aut Attendant... 60 15.3 Standard Aut Attendant... 60 15.3.1 Lgging In... 60 15.3.2 Main Page... 61 15.3.3 Schedule Tab... 63 15.3.4 Business Hurs Menu (Easy Attendant Menu)... 64 15.3.5 Nn-Business Hurs Menu... 68 15.3.6 Extensin Tab... 68 15.4 Premium Aut Attendant... 70 15.4.1 Lgging In... 70 15.4.2 Main Page... 71 15.4.3 Schedule Page... 71 15.4.4 Menu Page... 76 15.4.5 Annuncement Page... 83 15.4.6 Extensin Tab... 83 15.4.7 Advanced Tab... 85 15.5 Recrding Prmpts Over the Phne... 86 15.5.1 Accessing Aut Attendant Subscriber Services Telephne Interface... 86 5
15.5.2 Standard Attendant Annuncement Recrding... 87 15.5.3 Premium Attendant Annuncement Recrding... 87 16. GLOSSARY... 89 16.1 CmmPrtal... 89 16.2 Lgging Int CmmPrtal as Anther User... 89 16.3 Phnes... 89 16.4 Phne Numbers... 89 16.5 MAC addresses... 90 16.6 Departments... 90 16.7 Phne Prfiles... 991 16.7.1 Phne Prfile Graphical View... 91 16.7.2 Phne Prfile Table View... 91 16.7.3 Cpying Phne Cnfiguratin... 91 16.8 Netwrk... 92 16.9 Multiple Appearance Directry Numbers... 92 16.10 Multi Line Hunt Grups... 92 16.11 Call Pickup Grups... 93 16.12 Shrt Cdes... 93 16.13 Extensins... 93 16.14 Accunt Cdes... 93 16.15 Aut Attendant... 94 16.16 Music On Hld... 95 16.16.1 Music On Hld Perfrming Rights... 95 6
1. INTRODUCTION 1.1 Purpse f this Guide Welcme t yur new phne system frm EarthLink Business! This Guide is intended t help Business Grup Administratrs (BGA) f an EarthLink Business Hsted Vice phne system perfrm the varius tasks needed t administer the system, including: Adding new lines t the system. Setting up yur call grups. Cnfiguring yur autmated receptinist. It is split int sectins that describe hw t cnfigure aspects f yur phne system. There is a glssary at the end f this guide that explains the imprtant cncepts yur phne system uses. 1.2 Other Guides There are sme ther guides t which yu may need t refer when administering yur phne system, and yu may need t prvide them t ther users f yur phne system. Sft cpies are available at http://www.earthlinkbusiness.cm/hstedvice EarthLink Business Hsted Vice Quick Start Guides These are quick reference cards that describe the basic features f yur new phnes. Yu shuld distribute these Quick Start Guides t all f yur end users. Hardware User Guides These are detailed dcuments that describe hw end users shuld use all the functins and features f the specific IP phne they have been given. 1.3 Helpful Links Business Grup Administratr Prtal https://vip.elnk.us/bg User CmmPrtal https://vip.elnk.us Aut Attendant (Standard & Premium) https://vip.elnk.us 7
1.4 Rebting Phnes There are several ptins when it cmes t rebting the phnes in rder t apply changes made thrugh the CmmPrtal. Every night a frced rebt will be sent t the phnes t pick up any changes that have been made that day. Fr changes t take effect immediately there are 2 ptins: Pwer cycling the phne Unplug the PE cable frm the back f the phne Using the phne menu restart actin. Please visit the EarthLink Business Custmer Resurce Center at www.earthlinkbusiness.cm/hstedvice fr mre infrmatin 2.0 BG ADMINISTRATOR COMMPORTAL 2.1 Accessing T access the BGA CmmPrtal interface, pint a brwser at the fllwing link: https://vip.elnk.us/bg The CmmPrtal is supprted n Micrsft Windws 2000, Windws XP, Windws 2003 and Windws Vista, Windws 7 using the fllwing brwser versins: Internet Explrer 7 r later Mzilla Firefx 3.0 r later Ggle Chrme 4 r later JavaScript must be enabled. 8
2.2 Lgging In The fllwing shws a sample CmmPrtal lgin page. T lg int CmmPrtal, fllw these steps: 1. Enter a phne number with administrative access 2. Enter the passwrd 3. Click n Lgin 2.3 Passwrd Parameters The passwrd must fllw the parameters belw: 1. Minimum Passwrd Length 6 Characters 2. Maximum Passwrd Length 20 Characters 3. PIN Strength Cannt include part f the Telephne Number 4. Sequential Digits Cannt include sequential series f numbers in ascending r descending rder 5. Repetitin f Digits An individual digit can nly be repeated twice Please nte, after 6 attempts t lg int an accunt with an incrrect passwrd will lck the accunt. At this time yu will need t pen a ticket with EarthLink Business t get the user accunt unlcked. 9
2.4 Using CmmPrtal Once yu are lgged int CmmPrtal, yu are presented with the BGA s hmepage. Dwn the left hand side f this page are a series f links that take yu t the different pages within CmmPrtal. The main panel shws the cntents f the page yu ve selected. In the tp right crner f the page is the name f the user yu are lgged in as and icns which: Lgs yu ut f CmmPrtal. Refreshes the current CmmPrtal page. Opens a separate brwser windw with detailed help n using the current page. 10
3. LINES The Lines page is the CmmPrtal BGA s hmepage and it will display nce yu ve lgged in. This menu shws yu all the lines within the department fr which yu are an administratr. T view lines that are in sub-departments, fllw these steps: 1. Select the sub-department using the drp-dwn list at the tp f the page. 3.1 Mving Lines between Departments T mve lines between departments, fllw these steps: 2. Select the line using the checkbx t the left f the line. 3. Select the department t which yu wish t mve the line, using the drp-dwn list at the bttm f the page. 4. Click n the Mve buttn. 11
3.2 Lgging In as Anther User T lg n as a regular user, fllw these steps: Select the Individual Line icn (rectangle with arrw) t the right f the line This will launch the regular CmmPrtal interface fr that line in a new brwser windw. Fr mre details n mdifying settings n behalf f an individual user, refer t the Help icn in the CmmPrtal 12
4. PHONES T access the Phnes page, select the Phnes link n the left hand side f the page. This page shws yu all f the knwn phnes in the current department. T view the phnes in sub-departments, select a different department using the drp-dwn list at the tp f the page. 13
4.1 Mdify Phne Descriptin T change the descriptin given t a phne, fllw these steps: 1. Click n the current descriptin f the phne. 2. Enter the new descriptin. 3. Click n the Apply buttn. 4.2 Mving Phnes between Departments T mve a phne between departments, fllw these steps: 1. Select the phne yu wish t mve using the checkbx t the left f the phne. 2. Select the department yu wish t mve the phne t using the drp-dwn list at the bttm f the page. 3. Click n the Assign t Department buttn. 14
4.3 Assigning a Line t a Phne T assign a phne t a line, fllw these steps: 1. Select the phne t which yu wish t assign a line using the checkbx t the left f the phne. 2. Enter the number f the line yu wish t assign t the phne using the Enter number bx at the bttm f the page. 3. Click n the Assign t Line buttn. 4.4 Remving a Line frm a Phne Yu may wish t remve a line frm a phne if, fr example, the phne breaks and yu need t assign a new phne t the user. T remve a line frm a phne, fllw these steps: 1. Select the phne by using the checkbx t the left f the phne. 2. Select the department t which the unassigned phne shuld belng. 3. Click n the Assign t Department buttn. 15
4.5 Phne Prfiles Managing phne prfiles requires Adbe Flash versin 9.0 r greater. A phne prfile is a cllectin f default settings, fr example key cnfiguratin r time zne that can apply t multiple phnes f the same type and department. Fr example, a prfile culd specify that all Aastra 6757i phnes in a particular department have their first sftkey set t 'D Nt Disturb' by default. 4.5.1 Managing Phne Prfiles T manage the phne prfiles fr the department fr which yu are an administratr, fllw these steps: 1. Click the manage yur phne prfiles link twards the tp f the page. 2. This launches a new windw with the Phne Prfile Editr. 4.5.2 Adding a New Phne Prfile By default a department des nt cntain any phne prfiles. T add a new phne prfile, fllw these steps: 1. Click n the Create new prfile buttn. 16
2. Click n the icn fr the phne fr which yu want t create a prfile. 3. Click OK. 4. This creates a default prfile fr the phne. 17
4.5.3 Mdifying a Phne Prfile T mdify a phne prfile, fllw these steps: 1. Hver yur muse ver the picture f the phne whse prfile yu want t mdify. 2. Select Edit frm the drp-dwn list that appears. Cnfiguratin Views There are tw views f the phne prfile cnfiguratin: 1. Graphical Phne View(default): T select this view, click n the phne icn at the bttm right f the windw. This is the default view. 2. Table View: T select the table view, click n the table icn at the bttm right f the windw. 18
Graphical View T cnfigure a phne key, fllw these steps: 1. T see if a key can be cnfigured, hver yur muse pinter ver it. a. If the key glws blue, it can be cnfigured. b. If it glws red, it cannt be cnfigured. 2. T select a key t be cnfigured, click n that key. 19
3. Frm the drp-dwn list, select a functin fr this key. 4. Select a label fr this key. If the phne yu are cnfiguring has a display next t the key, this is the label which will appear n the phne display fr that key. Sme features will ask fr additinal infrmatin, such as Mnitred Extensins which require yu t enter the extensin yu wish t mnitr. The functins which require extra values vary by phne mdel. Depending n yur phne mdel and the level f the phne service t which yu have subscribed, nt all these features may be available t yu. Phne specific features can be fund at http://www.earthlinkbusiness.cm/hstedvice 5. Click n OK. 20
6. The change has nw been temprarily stred t this phne prfile. T permanently save a change click n Save changes. T abandn any changes yu have made in this sessin r since yu last saved by clicking n Discard changes. NOTE: Changes will nt be applied t the actual phnes themselves until they are rebted r sync with the EarthLink prvisining vernight. 7. T return t the main Phne Prfile screen click n the Hme icn. 21
Table View T change the value f a setting, fllw these steps: 1. Expand the levels in the table view until the setting yu wish t change is visible. 2. Select the value fr that setting by clicking n it. 3. Depending n the type f setting yu are changing, this will either give yu a drpdwn list t select a new value frm, r give yu a text bx t enter a value. Select r enter a value. 22
4. T lck a setting s that neither end-users nr administratrs f sub-departments can change it, select the Lck check-bx. 5. T hide a setting s that neither end-users nr administratrs f sub-departments can see it, select the Hide check-bx. 6. The change has nw been temprarily stred t this phne prfile. T permanently save a change click n Save changes. T abandn any changes yu have made in this sessin r since yu last saved by clicking n Discard changes. NOTE: Changes will nt be applied t the actual phnes themselves until they are rebted r sync with the EarthLink prvisining vernight. 7. T return t the main Phne Prfile screen click n the Hme icn. 4.5.4 Lgging Out f Phne Prfiles Clse yur brwser windw t lg ut f the Phne Prfiles management. 23
4.6 Mdifying Phne Cnfiguratin as User T lg int and mdify the phne settings as ne f yur users, fllw these steps: 1. Click n the Individual Line icn t the right f the phne. 2. Mdify settings via the Graphical r Table view in the same manner when mdifying Phne Prfiles. 4.7 Cpying Phne Cnfiguratin T cpy the cnfiguratin frm ne phne t anther, fllw these steps: 1. Mdify the ld phne as the user, by clicking n the Individual Line icn t the right f the phne. 2. G t the table view, using the table view icn t the bttm right f the screen. 3. Select the Phne Prfile bject. 4. Right click and select Edit->Cpy. 5. Exit the phne Cnfiguratr by clsing the windw. 6. Nw lg int the new phne as the user. 7. G t the table view. 8. Select the Phne Prfile bject. 9. Right click and select Edit->Paste. 10. Click n Save Changes. 4.8 Installing a New Phne T install a new phne, fllw these steps. 1. All new phnes must be acquired thrugh EarthLink Business t ensure that the phne is cmpatible with ur service. 2. If yu need t cnnect a PC t the netwrk thrugh the phne, plug the cmputer s Ethernet cable int the PC scket f the phne. 3. Plug the Ethernet cable prvided with the phne int the LAN r Netwrk scket f the new phne. 4. The phne shuld nw pwer up and retrieve its cnfiguratin frm ur server. 5. Once it has fully pwered up, if there is n phne number cnfigured n the phne, yu will need t assign the phne t a spare line using CmmPrtal. See Sectin 4.3 Assigning a Line t a Phne fr instructins. 24
4.9 Replacing with an Identical Phne Mdel T replace a phne with ne f an identical mdel, fllw these steps: 1. Using CmmPrtal, cpy the cnfiguratin f the existing phne t the new phne by fllwing the instructins in Sectin 4.7 Cpying Phne Cnfiguratin. 2. Using CmmPrtal, remve the existing phne frm the phne line, by fllwing the instructins in Sectin 4.4 Remving a Line frm a Phne. 3. Using CmmPrtal, add the new phne t the line which was remved frm the ld line, by fllwing the instructins in Sectin 4.3 Assigning a Line t a Phne. Nte that the new phne must be in the same department as the phne being replaced. If it isn t, yu r anther administratr with sufficient permissins will need t mve the phne t the relevant department befre yu can assign the line t it. Fllw instructins in Sectin 4.2 Mving Phnes between Departments fr instructins. 4. Unplug the cmputer s Ethernet cable frm the ld phne if ne is plugged in. 5. Unplug the LAN/Netwrk Ethernet cable frm the ld phne. 6. Plug the cmputer s Ethernet cable int the PC scket f the new phne. 7. Plug the LAN/Netwrk Ethernet cable int the new phne. 8. The new phne shuld nw pwer up and retrieve its cnfiguratin frm the server. The new phne will be cnfigured identically t the ld phne. 4.9.1 Replacing with a Different Phne Mdel T replace a phne with ne f a different mdel, fllw these steps: 1. Using CmmPrtal, remve the existing phne frm the phne line, by fllwing the instructins in Sectin 4.4 Remving a Line frm a Phne. 2. Using CmmPrtal, add the new phne t the line which was remved frm the ld line, by fllwing the instructins in Sectin 4.3 Assigning a Line t a Phne. Nte that the new phne must be in the same department as the phne being replaced. If it isn t, yu r anther administratr with sufficient permissins will need t mve the phne t the relevant department befre yu can assign the line t it. Fllw instructins in Sectin 4.2 Mving Phnes between Departments fr instructins n ding this. 3. Unplug the cmputer s Ethernet cable frm the ld phne if ne is plugged in. 4. Unplug the LAN/Netwrk Ethernet cable frm the ld phne. 5. Plug the cmputer s Ethernet cable int the PC scket f the new phne. 6. Plug the LAN/Netwrk Ethernet cable int the new phne. 7. The new phne shuld nw pwer up and retrieve its cnfiguratin frm the server. It will have the default cnfiguratin defined by any department prfiles, and can nw be cnfigured by the phne user. Fr mre infrmatin n department phne prfiles, see Sectin 4.5 Phne Prfiles. 25
5. MULTIPLE APPEARANCE DIRECTORY NUMBERS (MADNs) A Multiple Appearance Directry Number (MADN) is a single number that is assciated with a number f business lines. When a caller dials a MADN, all the numbers assciated with that MADN will ring at the same time. 5.1 Viewing MADNs The MADNs page shws yu all f the MADNs within yur department. T view MADNs in sub-departments, select the sub-department frm the drp-dwn list at the tp f the page. 26
5.2 Mving MADNs t Anther Department T mve an MADN between departments, fllw these steps: 1. Select the MADN using the checkbx t the left f the MADN. 2. Select the department t which yu wish t mve the MADN using the drp-dwn list at the bttm f the page. 3. Click n the Mve buttn. 5.3 Viewing and Mdifying a MADN T view mre details abut a MADN r change its settings, click n the Grup right f the MADN number. icn t the 27
5.3.1 MADN Lines The MADN Lines tab shws yu all f the lines that will ring when the MADN is called. Adding Lines T add lines t the MADN, perfrm ne f the fllwing tw steps: 1. If yu knw the number, enter it in the text bx n the bttm right and click Add. 2. If yu dn t knw the number, click n Add Lines. T select ne r mre lines t add, use the checkbxes t the left f the lines and click Add Selected. Remving Lines T remve a line frm the MADN, fllw these steps: 1. Select the line t remve using the checkbx t the left f it. 2. Click n the Remve Selected buttn. 28
5.3.2 Other Settings The Other Settings tab shws yu the Call Limit Algrithm in use fr this MADN. 5.4 Changing MADN settings T view and change the settings fr the MADN line, fllw these steps: 1. Click n the Individual Line icn t the right f the MADN number. 2. This will pen a new brwser windw and autmatically lg yu int CmmPrtal fr this number. Fllw the instructins fr cnfiguring settings given in the Help icn in the CmmPrtal. Nte that this will be under the Grups tab which is nly included in the CmmPrtal if yur cmpany has a MADN. 29
6. MULTI LINE HUNT GROUPS (MLHGs) A Multi Line Hunt Grup (MLHG) is a cllectin f Business Grup lines. Calls t a MLHG are passed t the first nn busy line in the grup, r t all nn busy lines simultaneusly. 6.1 Viewing MLHGs The MLHGs page shws yu all f the MLHGs in yur department. T view MLHGs in sub-departments, select the sub-department frm the drp-dwn list at the tp f the page. 6.2 Mving MLHGs t Anther Department T mve an MLHG between departments, fllw these steps: 4. Select the MLHG using the checkbx t the left f the MLHG. 5. Select the department t which yu wish t mve the MLHG using the drp-dwn list at the bttm f the page. 6. Click n the Mve buttn. 6.3 Viewing and Mdifying MLHG T view the details f an MLHG and t mdify its settings, yu first need t select that MLHG. D this by selecting the Grup icn t the right f the MLHG. 30
This takes yu t a series f tabs fr that MLHG. 6.3.1 MLHG Pilts The MLHG Pilts tab shws yu any pilt numbers fr this MLHG. These prvide a cntact number fr the whle grup that will always pick a free line, instead f being assciated with a specific line within the Hunt Grup. This culd be useful, fr example, if yu are using a Multi Line Hunt Grup fr a call center and wanted t prvide ne number fr the public t call. 6.3.2 MLHG Lines This tab shws yu all f the lines that are members f this MLHG. Adding Lines T add lines t the MLHG, perfrm ne f the fllwing tw steps: 1. If yu knw the number, enter it in the text bx n the bttm right and click Add. 2. If yu dn t knw the number, click n Add Lines. T select ne r mre lines t add, use the checkbxes t the left f the lines and click Add Selected. 31
Remving Lines T remve a line frm the MLHG, fllw these steps: 1. Select the line t remve by using the checkbx t the left f it. 2. Click n the Remve Selected buttn. 32
Changing Psitins T change the psitins f lines within the MLHG, fllw these steps: 1. Click n the Change Psitins buttn. 2. Mve lines up and dwn using the icns. 3. Click n Apply. 6.3.3 Settings The Settings tab lets yu view and change varius settings fr the MLHG. Preferences The Preferences page allws yu t rename the MLHG. T rename the MLHG, fllw these steps: 1. Type the new name in the text bx. 2. Click n Apply. Hunt Settings The Hunt Settings page allws yu t see the call distributed algrithm that is used fr this MLHG and ther detailed MLHG settings. See the help page by clicking Gear n the upper right crner fr mre infrmatin n Hunt Settings. 33
7. CALL PICKUP GROUPS A Call Pickup Grup defines a grup f lines within which the subscribers can use Call Pickup t answer each ther's incming calls. 7.1 Viewing Call Pickup Grups The Call Pickup Grups page shws yu all f the Call Pickup Grups in yur department. T view Call Pickup Grups in sub-departments, select the sub-department frm the drpdwn list at the tp f the page. 7.2 Mving Call Pickup Grups t Anther Department T mve Call Pickup Grups between departments, fllw these steps: 1. Select the Call Pickup Grup using the checkbx t the left f the Call Pickup Grup. 2. Select the department t which yu wish t mve the Call Pickup Grup using the drp-dwn list at the bttm f the page. 3. Click n the Mve buttn. 34
7.3 Adding Call Pickup Grups T create a new Call Pickup Grup, fllw these steps: 1. Click n Add Grup. 2. Enter the name f the new Call Pickup Grup in the text bx. 3. Click n Add. 7.4 Deleting Call Pickup Grups T delete a Call Pickup Grup, fllw these steps: 1. Select the Call Pickup Grup using the checkbx t the left f the Call Pickup Grup. 2. Click n the Remve Selected buttn. 7.5 Viewing and Mdifying Call Pickup Grups T view the details f a Call Pickup Grup and t mdify its settings, fllw these steps: 1. Select that Call Pickup Grup by selecting the Grup icn t the right f the Call Pickup Grup. 2. This takes yu t a series f tabs fr that Call Pickup Grup. 35
7.5.1 Lines The Lines tab shws yu all the lines in this Call Pickup Grup. Adding Lines T add lines t the Call Pickup Grup, perfrm ne f the fllwing tw peratins: 1. If yu knw the number, enter it in the text bx n the bttm right and click Add. 2. If yu dn t knw the number, click n Add Lines. T select ne r mre lines t add, use the checkbxes t the left f the lines and click Add Selected 36
Remving Lines T remve a line frm the Call Pickup Grup, fllw these steps: 1. Select the line t remve by using the checkbx t the left f it. 2. Click n the Remve Selected buttn. 7.5.2 Settings The Settings tab lets yu view and change the name f the Call Pickup Grup. T change the name, fllw these steps: 1. Enter the new name in the text bx. 2. Hit Apply. 8. SHORT CODES A Shrt Cde is a cde specific t the Business Grup that represents an external directry number. 8.1 Viewing Shrt Cdes The Shrt Cdes page shws yu all f the Shrt Cdes in yur department. T view Shrt Cdes in sub-departments, select the sub-department frm the drp-dwn list at the tp f the page. T view all f the Shrt Cdes fr all departments, select View All frm the department drp-dwn list. 37
8.2 Mving Shrt Cdes t Anther Department T mve Shrt Cdes between departments, fllw these steps: 1. Select the Shrt Cde r Shrt Cde range using the checkbx t the left f the Shrt Cde r Shrt Cde range. 2. Select the department t which yu wish t mve the Shrt Cde r Shrt Cde range, using the drp-dwn list at the bttm f the page. 3. Click n the Mve buttn. 8.3 Adding Shrt Cdes T create a new Shrt Cde, fllw these steps: 1. Click n Add. 2. Enter the number f the Shrt Cde t add. 3. Enter the telephne number r internal cde the Shrt Cde shuld dial. 4. Click n Add. 38
8.4 Adding Shrt Cde Ranges T create a new Shrt Cde range, fllw these steps: 1. Click n Add Range. 2. Enter the first and last numbers f the Shrt Cde range t add. 3. Enter the telephne number r internal cde the first Shrt Cde in the range shuld dial. 4. Click n Add. 8.5 Deleting Shrt Cdes and Shrt Cde Ranges T delete Shrt Cdes and Shrt Cde Ranges, fllw these steps: 1. Select the Shrt Cde r Shrt Cde range using the checkbx t the left f the Shrt Cde r Shrt Cde Range. 2. Click n the Remve Selected buttn. 39
8.6 Mdifying Shrt Cdes T mdify an existing Shrt Cde, fllw these steps: 1. Click n either the Shrt Cde number r the number the Shrt Cde dials. 2. Mdify the details. 3. Click n Save. 8.7 Mdifying Shrt Cde Ranges T mdify an existing Shrt Cde Range, fllw these steps: 1. Click n either the Shrt Cde Range numbers r the numbers the Shrt Cde Range dials. 2. Mdify the details. 3. Click n Save. 40
9. EXTENSIONS 9.1 Viewing Extensins The Extensins page shws yu all f the Extensins in yur business. 9.2 Adding Extensins T create a new Extensin, fllw these steps: 1. Click n Add. 2. Enter the number f the Extensin t add. 3. Enter the telephne number f the line in yur business t which this Extensin shuld map. 4. Click n Add. If yu have an Aut Attendant, make sure yu recrd an annuncement fr this new Extensin. This is described in Sectin 13.3.4 Annuncements. 41
9.3 Adding Extensin Ranges T create a new Extensin range, fllw these steps: 1. Click n Add Range. 2. Enter the first and last Extensin numbers t add. 3. Enter the telephne number f first line in yur business t which this Extensin range shuld map. 4. Click n Add. 9.4 Deleting Extensins and Extensin Ranges T delete Extensins and Extensin Ranges, fllw these steps: 1. Select the Extensin r Extensin range using the checkbx t the left f the Extensin r Extensin Range. 2. Click n the Remve Selected buttn. 42
9.5 Mdifying Extensins T mdify an existing Extensin, fllw these steps: 1. Click n either the Extensin number r the phne number f the Extensin. 2. Mdify the details. 3. Click n Save. 9.6 Mdifying Extensin Ranges T mdify an existing Extensin Range, fllw these steps: 1. Click n either the Extensin Range numbers r the phne numbers the Extensin Range dials. 2. Mdify the details. 3. Click n Save. 43
10. DEPARTMENTS Departments divide yur Business grup int separately-administrable grups. Business Grup administratrs can ptinally be restricted s that they nly have privileges t administer lines within a given Department. Departments can als be divided int sub-departments. 10.1 Add a New Department T add a New Department: 1. Click n the Add Department buttn n the bttm right f the screen 2. Name the Department 3. Select the Parent Department it will be a member f 4. Select an Operatr Number (Optinal) 5. Set Limits fr Department 6. Click Add a. This allws Business Grup Administratr a degree f cntrl ver bandwidth usage between departments 44
10.2 Mdify an Existing Department T mdify an Existing Department: 1. Click n Department t be mdified. 2. Mdify the fields t be changed. 3. Click Apply. a. Until yu make a change t the Department the Apply buttn will nt be activated 10.3 Delete an Existing Department T delete an Existing Department: 1. Click n Department t be deleted. 2. Click Delete. 45
11. ACCOUNT CODES The Accunt Cdes service allws yu t require accunt cdes f yur chice against calls that yu make by dialing the apprpriate cde when placing an utbund call. 11.1 Viewing and Mdifying Accunt Cde Settings The Accunt Cdes page shws yu all f yur business s accunt cde settings. 11.2 Mdifying Settings 11.2.1 Mdifying Call Types Requiring Accunt Cdes Use the checkbxes t specify which types f calls will require Accunt Cdes: Internatinal Whether accunt cdes are required fr calling internatinal numbers. Lcal Whether accunt cdes are required fr lcal calls. Premium Rate Whether accunt cdes are required fr premium rate (1-900 number) calls. Reginal Whether accunt cdes are required fr reginal calls. Natinal Whether accunt cdes are required fr lng distance calls. Operatr Whether accunt cdes are required fr peratr calls. Directry Whether accunt cdes are required fr directry (411) calls. Carrier Dialed Whether accunt cdes are required t make calls when dialing a carrier cde (such as 1010000). 46
Lcal Business Grup Whether calls t ther numbers within yur business require accunt cdes if they are lcal calls. Nrmally calls within yur business will be lcal calls, but if yu have multiple sites, calls between numbers may be reginal r natinal calls. In this case yu need t use the Other Business Grup setting. Other Business Grup Whether calls t ther numbers within yur business require accunt cdes if they are nt lcal calls. Once yu have selected the call types, hit Apply t save yur changes. 11.2.2 Chsing Validated r Unvalidated Accunt Cdes If accunt cdes are validated then yu define a set f permitted accunt cdes, and yu must dial a cde frm this list whenever yu place an utbund call (if it is a type yu have specified yu wish t lg accunt cdes fr). If yu dial an accunt cde that des nt match ne n the list the call will nt cmplete. If accunt cdes are nt validated then yu d nt precnfigure a set f permitted accunt cdes. When yu place an utbund call (f a type yu have specified yu wish t lg accunt cdes fr) yu may dial any cde f yur chice. T use Validated Accunt Cdes, fllw these steps: 1. Check the checkbx next t Use validated accunt cdes. 2. Hit Apply. T use Unvalidated Accunt Cdes, fllw these steps: 1. Uncheck the checkbx next t Use validated accunt cdes. 2. Hit Apply. 11.2.3 Setting Accunt Cde Length T specify the length that shuld be used by yur accunt cdes, fllw these steps: 1. Enter the length in the text bx after Accunt cde length. 2. Hit Apply. 11.2.4 Blcking Access after Incrrect Accunt Cdes If yu are using Validated Accunt Cdes, a user s phne line will be blcked after an incrrect accunt cde is entered t many times in successin. T change the number f incrrect entries the user is allwed, fllw these steps: 1. Enter the value in the text bx after Max incrrect attempts befre accunt is blcked. 2. Hit Apply. If a line is lcked due t excessive incrrect attempts, yu must cntact EarthLink Business t unlck the line. 47
11.2.5 Setting Individual Line Prperties T specify whether varius settings can als be specified fr each line in yur business, perfrm ne f the fllwing peratins. T allw which types f calls require accunt cdes t be changed fr each line, check Call types may be verridden per line. T allw the length f accunt cdes t be changed fr each line, check Accunt cde length may be verridden per line. T allw lines t view the accunt cdes that yu have defined fr the whle business, check Lines may view business grup accunt cdes. Set whether each line shuld be able t view, r bth view and change, r nt view their wn accunt cdes by selecting the relevant setting frm the drp-dwn list at the bttm f the Accunt Cde Optins sectin. If yu want t have per-line accunt cdes, but dn t want the user t be able t cnfigure these, cnfigure these by lgging n t CmmPrtal as that user. Ding this is described in Sectin 11.3 Viewing and Mdifying Accunt Cde Settings fr a Line. Once yu have made yur changes, hit Apply t save them. 11.2.6 Cnfiguring Accunt Cdes T mdify the accunt cdes, fllw these steps: 1. Click n Edit List. 2. T add an accunt cde, fllw these steps: a. Enter the cde in the Accunt cde text bx. b. Enter the descriptin in the Descriptin text bx. The descriptin will nt be listed n the invice, but the accunt cde will. c. Click n Add. 3. Remve an accunt cde by clicking the X icn t the right f the accunt cde. 4. T change the descriptin f an accunt cde, remve it and then re-add it with the new descriptin. 48
5. Once yu have finished making changes, click n OK. 6. T save yur changes yu must nw click Apply. 11.3 Viewing and Mdifying Accunt Cde Settings fr a Line If yu want t view and change a particular line s accunt cde settings, fllw these steps: 1. Change the settings t allw yu t d this as described in Sectin 11.2.5 Setting Individual Line Prperties. 2. G t the Lines page in the CmmPrtal and lg in as the line whse settings yu wish t change, as described in Sectin 3.2 3. 49
12. CALL LOGS The Call Lgs page allws yu t see a reprt f the calls t and frm the lines in yur Business Grup. Request reprts cntaining the lgs f calls made up t a mnth at a time Segments applicable Entire Business Grup Department Level Sub Department Level T utilize the Call Lgs page: 1. Chse timeframe 2. Select Department 3. Click Dwnlad a. This will dwnlad the call lgs as a Cmma Separated Value (CSV) file. 50
13. MISCELLANEOUS SETTINGS Allws a BGA t cnfigure a number f call settings assciated with their Business Grup. 13.1 Number Blcks The Number Blcks page shws yu all f the telephne numbers that we have assigned t yur business. T reserve additinal numbers, the BGA must cntact EarthLink Business at 1-855-352-2731 51
13.2 External Calls The External Calls page lets yu view the settings that are in place fr calls that are external t yur business. External Calls This can take ne f the fllwing values: Nt Permitted Calls utside f yur business are nt permitted. Unlimited There is n explicit limit t the number f cncurrent external calls yu can have, but there may be a limit t either the number f Incming r Outging Calls yu can make. Limited There is a limit t the number f cncurrent calls yu can have t utside f yur business. Maximum number f external calls If the value f External Calls is Limited, the value f this setting specifies hw many cncurrent external calls there may be at any time. Incming Calls This can take ne f the fllwing values: Nt Permitted Inbund calls frm utside f yur business are nt permitted. Unlimited There is n limit t the number f cncurrent incming external calls yu can have, althugh yu are still subject t any Maximum number f external calls. Limited There is a limit t the number f cncurrent calls yu can have frm utside f yur business. 52
Maximum number f simultaneus incming calls If the value f Incming Calls is Limited, the value f this setting specifies hw many cncurrent incming external calls there may be at any time. Outging Calls This can take ne f the fllwing values: Nt Permitted Outging calls t utside yur business are nt permitted. Unlimited There is n limit t the number f cncurrent utging external calls yu can have, althugh yu are still subject t any Maximum number f external calls. Limited There is a limit t the number f cncurrent calls yu can have t utside f yur business. Maximum number f simultaneus utging calls If the value f Outging Calls is Limited, the value f this setting specifies hw many cncurrent incming external calls there may be at any time. Lcal carrier cde This is a cde that identifies which carrier will be used fr any lcal calls yur business makes. It is smetimes called PIC2. Lng distance carrier cde This is a cde that identifies which carrier will be used fr any lng distance calls yur business makes. It is smetimes called PIC1. Internatinal carrier cde This is a cde that identifies which carrier will be used fr any internatinal calls yur business makes. It is smetimes called PIC3. 13.3 Other Settings 53
Restricted Subscriber Messaging Determines whether members f this Business Grup can frward vicemail messages t subscribers utside f the Business Grup Use Internal Extensins Determines whether r nt CmmPrtal displays the Business Grup extensin number assciated with a directry number where pssible Internal Operatr Number Determines the number used t access this Business Grup s peratr. 14. MUSIC ON HOLD 14.1 CmmPrtal Access 14.1.1 Lgging In T lg int the Music On Hld system, click the Music On Hld link at the bttm left hand side f CmmPrtal. This will pen up a new brwser windw with Music On Hld administratin system. 54
If yu are the administratr fr the tp-level department f yur business, then yu will see three links at the tp f the page, each taking yu t a different sectin f the Music On Hld administratin system. Security View and cnfigure yur security settings. Mappings This sectin allws yu t cnfigure different recrdings t be played when different lines within yur business put callers n hld. Resurces This sectin allws yu t uplad and manage yur recrdings. If yu are nt an administratr fr the tp-level department f yur business, yu will nt see Resurces, as nly administratrs fr the tp-level department can manage recrdings. 14.1.2 Managing Recrdings T access the recrdings sectin, click n the Resurces link. Glbal Media List The Glbal Media List sectin specifies any recrdings that we have made available fr yur use. Whether we make any recrdings available t yu depends n which service yu t which yu have subscribed. Yu can t add r remve recrdings frm the Glbal Media List. 55
Yur Own Recrdings The secnd sectin displays any recrdings that yu have upladed t the system, either using this web interface r via phne access. Recrding Limits At the bttm f this sectin yu will see: Hw many MB f strage yu have used. Hw many MB f strage yu are allwed. Hw many recrdings yu have upladed. Hw many recrdings yu are allwed. The system will nt allw yu t exceed either yur strage limit r the maximum number f recrdings yu are allwed. Recrding Frmats Yu can uplad recrdings t the system in either WAV r MP3 frmat. Adding a Recrding T add yur wn recrding, fllw these steps: 1. Enter a unique ID fr this recrding in the ID text bx. This ID must be between 10 and 99. 2. Enter a descriptin fr this recrding in the Descriptin text bx. 3. Click n Brwse and select the recrding yu wish t uplad. This must be either a.wav r.mp3 file. 4. Click n Add. Depending n the size f the recrding yu are uplading, this prcess may take a few secnds. Mdifying a Recrding T change the descriptin f a recrding, fllw these steps: 1. Click n the Edit buttn t the right f the recrding. 2. Edit the descriptin field. 3. Click Save. 56
T change the vlume at which a recrding will play, fllw these steps: 1. Click n the Edit buttn t the right f the recrding. 2. Select a new Gain value frm the drp-dwn list. Select 0 t play the recrding at its riginal vlume, Select +1, +2 r +3 t play the recrding luder, with +3 being the ludest. Select -1, -2 r -3 t play the recrding quieter, with -3 being the quietest. 3. Click Save. Playing a Recrding Yu can play a recrding that yu have upladed by clicking n the ID r Descriptin link fr that recrding. Nte that this will play the recrding at its riginal vlume the Gain setting has n impact n playing a recrding thrugh this interface. Remving a Recrding T remve a recrding, click n Delete t the right f the recrding yu wish t delete. 14.1.3 Assigning Recrdings t Lines Yu can assign recrdings either t all lines in yur business, r different recrdings per line. T d this yu need t access the mappings sectin. Yu will nw see a list f mappings between the directry numbers f lines in yur Business Grup r department and the Music On Hld resurces that each line uses. If the department f which yu are an administratr has ne r mre sub-departments, yu will see links t these at the bttm f the screen. T manage resurces fr a line that is in a sub-department, click n the link fr that subdepartment. When yu have fllwed the link t a sub-department, an additinal link appears at the tp f the screen, allwing yu t mve back up t the parent department. 57
There is always a Default mapping that is used if yu dn t specify a mapping fr a particular line. T edit the Default mapping, click n the Edit buttn next t the Default mapping. When dne, click n the Save buttn. Each mapping cnsists f a series f fields that yu can set: An Initial resurce, r recrding, that is played when the call is first put n hld. Optinally, a Fllw-up resurce, r recrding, which may be played depending n the Actin. An Actin, which can be ne f: Repeat The initial recrding is played cntinually. Play Once The initial recrding is played nce, and then the fllw-up recrding plays cntinually. Repeat Initial Interrupted The initial recrding shuld be interrupted at set intervals by the fllw-up recrding. This culd be used t interrupt music with an annuncement indicating that the user is in a queue. Repeat Fllw-up Interrupted The initial recrding is played first. Then the fllw-up recrding plays cntinually, being interrupted by the first recrding. The Start pint field indicates whether the recrding will start at the beginning (the value Start indicates this) r whether it shuld start at a randm pint f the recrding (the value Randm indicates this). The Duratin field is used by the Repeat Initial Interrupted and Repeat Fllwup Interrupted actins t indicate hw ften the repeated recrding shuld be interrupted. Adding a Mapping T add a mapping fr a particular line, fllw these steps: 1. Set the fields t the left f the Add buttn. 2. Click n Add. 58
Mdifying a Mapping T mdify either the Default mapping r the mapping fr a line, fllw these steps: 1. Click Edit t the right f the mapping. 2. Mdify the fields. 3. Click n Save. Yu cannt mdify the telephne number t which a mapping applies. If yu need t d this, remve the mapping and add a new ne. Remving a Mapping T remve a mapping, click n the Delete buttn t the right f the mapping. Yu cannt delete the default mapping. 15. AUTO ATTENDANT 15.1 Planning Yur Aut Attendant Befre yu start t set up yur Aut Attendant, it is a gd idea t sketch ut the peratin f each menu n paper. This allws yu t plan what ptins yu need frm the menu and hw each ne will perate. Fr example, the main menu fr a pizza cmpany may need t include the fllwing ptins: 1. Play an annuncement giving directins t the stre, then return t the main menu s that the user can select anther ptin. 2. Place an rder with a server. 3. Speak t the manager. 4. Speak t anther emplyee using dial-by-name. The sketch belw shws hw this menu wuld perate, including the key presses t access each ptin: 59
In the diagram, ptin 1 (directins t the stre) is shwn with an arrw returning t the main Welcme menu s that the caller can select anther ptin if required. The ther ptins d nt need t return t the menu. Yu can als cnfigure Out-f-hurs and hliday peratin menus where the Aut Attendant may prvide an annuncement that the stre is clsed (withut allwing the caller t select any ptins), r it may prvide an alternative set f menu ptins (in which case yu shuld create a similar sketch). 15.2 Types f Aut Attendant There are tw types f Aut Attendant: Standard Aut Attendant Administratin Either thrugh Phne r CmmPrtal Basic Scheduling Optins Business and Nn-Business Hurs Basic Call Handling Dial by Name and Dial by Extensin Single Menu Optin Up t 30 Additinal Extensins allwed Premium Aut Attendant Administratin Either thrugh Phne r CmmPrtal Advanced Scheduling Optins Including Hliday Schedule Advanced Call Handling Transfer t Vicemail by Name r Vicemail by Extensin Nested Menu Optin Uplading annuncements Up t 200 Additinal Extensins allwed 15.3 Standard Aut Attendant 15.3.1 Lgging In T lg int the Standard Aut Attendant, fllw these steps in Sectin 3.2 Lgging In as Anther User. 60
15.3.2 Main Page When first lgging in the Main Page will yu shw the status f the Standard Aut Attendant Current State is circled in Red belw T turn the Aut Attendant On r Off Click n the Turn ON r Turn OFF depending n the current status Yu can als see if a schedule is being used and switch the ptins by clicking the link at the bttm f the page Scheduling This will play 2 different menus depending n when the caller reaches the Aut Attendant Single Menu Regardless f when a caller reaches the Aut Attendant a single menu will be presented t the caller. If yu are using a single menu then the tab ptins will be different 61
When the Aut Attendant is OFF there are tw behavirs available Click n the hyperlink shwing the current behavir This will pen a new bx allwing yu t select frm tw ptins Optin 1 is t play a prerecrded message stating the number is unreachable Optin 2 is t frward callers t a single number 62
15.3.3 Schedule Tab The Schedule tab allws yu t determine when each menu will be played. On first use, the subscriber can chse whether t use an example schedule r a blank ne as a basis fr creating their first schedule. Example schedule is 9 5 Mnday t Friday fr Business Hurs Please nte if yu are utilizing a single menu this tab will nt shw. T cnfigure yur schedule just select the bxes that are applicable. Yu can select and drag t select multiple cells. By default, the schedule is cnfigurable hurly but can be cnfigured by 15 minute intervals by clicking the Zn In link. 63
If there are days that fall int the Business Hurs schedule that are knwn Nn-Business Hurs yu can select thse thrugh the Special Days ptin. A calendar will pp up fr yu t select the days There is an ptin t Add Public Hlidays Yu will be asked t select the apprpriate Cuntry and Year that is applicable t yur schedule. 15.3.4 Business Hurs Menu (Easy Attendant Menu) The Business Hurs Menu, r Easy Attendant Menu if yu are nt using Scheduling, is t determine the ptins the caller has when they are in the menu and what actin t take when a caller selects the ptin. 64
Recrd Initial Greeting This is the greeting that users will hear when they initially reach the Aut Attendant. It is the audi that walks them thrugh the ptins they can select frm. These shuld match the ptins yu have cnfigured. T Recrd yur Greeting press the listen/change hyperlink This will pen a new bx t recrd the greeting. Click the Red Circle buttn t begin recrding. If yur cmputer des nt have a micrphne, then click n the here hyperlink. There are several ptins fr actins ut f the Aut Attendant: Optin 1: Play Annuncement An example f this wuld be if yu wanted t give users the ptin t Press 1 t hear directins t the stre Once the user dials 1 then the annuncement with the directins wuld play 65
Optin 2: Transfer t Phne If yu want t have all calls fr Accunt Payable g t the head f the department yu culd have the Attendant say Press 1 fr Accunts Payable Once the user dials 1 then the caller wuld be sent t that phne number Yu can enter a new phne number r select frm a drp dwn f all the extensins available Optin 3: Transfer t Vicemail If yu want t have all calls fr rder entry t g direct t a vicemail bx that is fr users t leave their rders yu culd have the Attendant say Press 1 t leave yur Order Details Once the user dials 1 then the call wuld be sent directly t that vicemail bx. If there is a phne assciated t that number then it wuld NOT ring. Yu can enter a new phne number r select frm a drp dwn f all extensins available 66
Optin 4: Dial by Extensin If yu want t give callers the ptin t reach members f the Business Grup directly frm the Aut Attendant if the caller knws that persns extensin yu culd have the Attendant say If yu knw yur party s extensin please press 1 Once the user dials 1 then the caller wuld be instructed t dial the extensin. Please nte in rder fr this ptin t wrk all extensins must be prgrammed in the Extensin tab Optin 5: Dial by Name If yu want t give callers the ptin t reach members f the Business Grup directly frm the Aut Attendant yu culd have the Attendant say If yu knw the name f the party yu are trying t reach please press 1 Once the user dials 1 then the caller wuld be instructed t dial the first 3 digits f the users name. If there are multiple matches the caller will be asked t chse the apprpriate party t be transferred t. Users will need t have a Spken Name recrded t be fund in the Dial by Name Directry. 67
15.3.5 Nn-Business Hurs Menu This menu will be played during the hurs specified in the Schedule Menu fr Nn-Business hurs. The Nn-Business Hurs Menu will fllw the steps detailed in 15.3.4 Business Hurs Menu (Easy Attendant Menu). 15.3.6 Extensin Tab The Extensin Tab has a direct impact n the Dial by Name and Dial by Number capabilities. Users in the Business Grup will be shwn as they have been prvisined. Yu can als include Additinal Extensins that are utside f the Business Grup t be ptins ff the Aut Attendant. There is a limit f 30 Additinal Extensins that can be included. Frm the Extensins tab a BGA can: Review the Business Grup Extensins in the Aut Attendant line s Business Grup. Select whether r nt the Extensins can be used in yur Aut Attendant menus By selecting the checkbx t the left f Extensin includes r excludes All Extensins Or select nly the Extensins yu wuld like t take actin against. Then select Mark As Included r Mark As Excluded t determine the actin t be taken against the Extensins that have been selected 68
Types f Extensins Business Grup Extensins These are the users that are native t the Business Grup set up fr yur EarthLink Business Hsted Vice service. Additinal Extensins These are numbers yu wuld like t give the caller the pprtunity t reach thrugh the Aut Attendant. An example f this wuld be a cnsultant that is nt part f yur Business Grup, but yu wuld like t have callers be able t Dial by Name r Dial by Extensin T include an Additinal Extensin select Add Extensin 69
Assign an Extensin, Name, and Full Telephne Number t the user. In rder fr them t be included in the Dial by Name ptin yu will need t Recrd r Uplad a Spken Name. The file annuncement must be a G.711 (CCITT) 8 khz 8 Bit Mn u-law WAV file. This will be played t users t select frm when they utilize the Dial by Name feature. Click Save. 15.4 Premium Aut Attendant 15.4.1 Lgging In T lg int the Premium Aut Attendant, fllw these steps in Sectin 3.2 Lgging In as Anther User. 15.4.2 Main Page When first lgging in the Main Page will yu shw the status f the Premium Aut Attendant Activatin Status is circled in Red belw T turn the Aut Attendant On r Off Click n the Turn ON r Turn OFF depending n the current status When the Aut Attendant is OFF there are tw behavirs available 70
Click n the hyperlink shwing the current behavir This will pen a new bx allwing yu t select frm tw ptins Optin 1 is t play a prerecrded message stating the number is unreachable Optin 2 is t frward callers t a single number The Service Status will shw which schedule and menu are currently in frce and will reprt if there are any errrs in the cnfiguratin f yur schedules, menus, r annuncements. Each f the ther hyperlinks n the Main Page will simply take yu t the ther tabs 15.4.3 Schedule Page The Schedule tab allws yu t determine when each menu will be played. On first use, the subscriber can chse whether t use an example schedule r a blank ne as a basis fr creating their first schedule. Example schedule is 9 5 Mnday t Friday fr Business Hurs By selecting the Default Schedule yu will have 5 perids f time pre-prgrammed: Lunch 12 PM 1 PM Weekend Friday at 5 PM t Mnday at 9 AM Wrking Hurs Mnday t Friday 8 AM t 12 PM and 1 PM t 5 PM All ther times Anytime that falls utside f a specified menu 71
Special Days Yu can specify any Special Days, including: Any days yu wuld like t fllw an alternative menu Yu can als uplad all Public hlidays that are apprpriate fr the cuntry and year yu wuld like t apply them. 72
Yu will be required t specify the Menu t be played fr each f the menus Select the Perid frm the list f Perids n the left tl bar Select the Menu t assciate t that Perid There will nt be any Menus t assciate until yu create them in the Menu tab Repeat this step until each Perid has a Menu assciated If yu select Create New Menu frm the drp dwn Yu will be frced t create this in the Menus tab befre it takes effect An errr will shw in the Menus tab t identify the cnfiguratin f the new Menu is nt cmplete Custmized Schedule By selecting a Custmized Schedule yu will have 2 perids f time pre-prgrammed: An ut f hurs perid that will play a menu during any times nt specified in any f the ther perids 73
A special days perid that will play a different menu n public hlidays and ther specified dates when yur business is clsed Add New Perid T add a new parameter t play a menu select the Add New Perid buttn n bttm left f the screen Yu will be required t Name this perid Click OK 74
Yu will be then asked t set the time perid that will apply Yu can select multiple cells by selecting the first cell and dragging yur muse Yu will be required t specify the Menu t be played fr each f the menus Select the Perid frm the list f Perids n the left tl bar Select the Menu t assciate t that Perid There will nt be any Menus t assciate until yu create them in the Menu tab Repeat this step until each Perid has a Menu assciated If yu select Create New Menu frm the drp dwn Yu will be frced t create this in the Menus tab befre it takes effect 75
An errr will shw in the Menus tab t identify the cnfiguratin f the new Menu is nt cmplete Repeat this step until yu have accunted fr what menu will be played 7 days a week 24 hurs. The hit Apply 15.4.4 Menu Page The Menus tab allws yu t cnfigure the menus t be assciated with the scheduled perids that have been created. The first time yu lgin yu will see a brief descriptin f what the Menus page allws yu t d: On first lgin the nly ptin available will be t Add New Menu 76
Adding New Menu When adding a new menu yu will be able t chse frm 4 ptins: General Allws yu t add a new menu, r edit the name, descriptin and menu annuncement f an existing menu. Yu will be required t Name the Menu Yu will be required t select the Annuncement t be played when callers reach this menu On first set up Annuncements will nt be set up until prvisined in the Annuncements tab Keys Allws yu t define the actin fr keys 1 9, 0, #, and * fr a selected menu. Examples includes: Use Default This actin is selected by default fr all new menus 77
Transfer t Phne Transfer callers t a specific number this will ring the user s device. Yu can either enter a new number r select frm the members f the Business Grup Transfer t Vicemail Transfer callers t a specific vicemail bx, this ptin will nt ring the user s device. Yu can either enter a new number r select frm the members f the Business Grup. The number must be a member f yur Business Grup. Dial by Extensin This allws the caller t dial the extensin, if knwn, t directly reach a member f the Business Grup r any Additinal Extensins that were prvisined Dial by Name This allws the caller t dial the first 3 digits f the name f the persn they are trying t reach. If there are multiple matches the caller will be given the ptin t chse the crrect party. Vicemail by Extensin Same idea as Dial by Extensin, but rather than ring the users phne it will send the caller directly t vicemail. The extensin must be fr a Business Grup line. Vicemail by Name Same idea as Dial by Name, but rather than ring the users phne it will send the caller directly t vicemail. The extensin must be fr a Business Grup line. 78
Intercept Mailbx Transfers callers t a mailbx cnfigured in the Advanced Settings tab. If the mailbx is nt set up yet, then yu will see a message stating this ptin is Missing Cnfiguratin, and befre it will wrk yu must set up the mailbx in Advanced Settings. G t Menu Transfers callers t anther Menu. It is the idea f having Nested Attendants within a main Attendant. Yu will be prmpted t select the Menu t send callers t Return t Previus Menu Sends callers back t the Menu they were in prir t being sent t a new menu thrugh the G t Menu ptin. Reply Menu This ptin allws users t replay the menu ptins in case they missed any f the ptins n the first play Annuncement Return If the caller presses this key, they will hear an annuncement and then be returned t the menu. 79
Annuncement Hang up If the caller presses this key, they will hear an annuncement and Premium Attendant will then hang up the call. Hang up This frces the call t be discnnected at a certain pint in the menu. Timeut Allws yu t verride the default value fr timeut n a selected menu and specify the actin that Premium Attendant will take if the caller des nt press a key within this time. The default values that apply t all menus unless specified under this tab, are set using the Advanced tab. The actins available are the same as under the Keys sub-menu References Allws yu t see whether the selected menu is referenced by any ther menu r schedule in Premium Attendant. Yu will nt be able t delete a menu if it is referred t in anther schedule, unless that Premium Attendant is nt currently active. 80
15.4.5 Annuncements Page The Annuncements Page allws yu t create and recrd all the annuncements that will be used in the Premium Attendant menus. On first lgin the nly ptin available will be t Add New Annuncement When yu select Add New Annuncement the fllwing screen will prmpt yu t create the annuncement There are 3 ptins t assciate an Annuncement Recrd thrugh the micrphne n yur cmputer 81
Uplad an existing recrding frm yur cmputer. The recrding must be a G.711 (CCITT) 8 khz 8 Bit Mn u-law WAV file. Recrd the annuncement thrugh the phne. Fr mre infrmatin see Sectin 15.5 Recrding Prmpts Over the Phne Once yu recrd r uplad the Annuncement, click Add Yu will be brught t a screen with all f the Annuncements available fr the Premium Attendant Yu will see a flag if an Annuncement is nt referenced in any f the Menus T assciate an Annuncement g back t the Menus tab, and select the menu t apply the Annuncement 82
15.4.6 Extensin Tab The Extensin Tab has a direct impact n the Dial by Name and Dial by Number capabilities. Users in the Business Grup will be shwn as they have been prvisined. Yu can als include Additinal Extensins that are utside f the Business Grup t be ptins ff the Aut Attendant. There is a limit f 200 Additinal Extensins that can be included. Frm the Extensins tab a BGA can: Review the Business Grup Extensins in the Aut Attendant line s Business Grup. Select whether r nt the Extensins can be used in yur Aut Attendant menus By selecting the checkbx t the left f Extensin includes r excludes All Extensins Or select nly the Extensins yu wuld like t take actin against. Then select Mark As Included r Mark As Excluded t determine the actin t be taken against the Extensins that have been selected Types f Extensins Business Grup Extensins These are the users that are native t the Business Grup set up fr yur EarthLink Business Hsted Vice service. 83
Additinal Extensins These are numbers yu wuld like t give the caller the pprtunity t reach thrugh the Aut Attendant. An example f this wuld be a cnsultant that is nt part f yur Business Grup, but yu wuld like t have callers be able t Dial by Name r Dial by Extensin T include an Additinal Extensin select Add Extensin Assign an Extensin, Name, and Full Telephne Number t the user. In rder fr them t be included in the Dial by Name ptin yu will need t Recrd Spken Name. The file annuncement must be a G.711 (CCITT) 8 khz 8 Bit Mn u- Law WAV file. This will be played t users t select frm when they utilize the Dial by Name feature. Click Save. 84
15.4.7 Advanced Tab The Advanced tab allws yu t change sme f the default values in the Premium Attendant cnfiguratin. Default keys Allws yu t change what a key shuld d if it is set t Use default n a menu. This can be ne f the fllwing actins: D Nthing Transfer t Phne Transfer t Vicemail Intercept Mailbx Dial by Extensin Return t Previus Menu Replay Menu Fr mre infrmatin abut the details f each f these actins please see 15.4.4 Menus -> Adding New Menus -> Keys Errr handling Allws yu t change the default behavir f Premium Attendant. This default behavir wuld happen if ne f the fllwing scenaris ccurred: A caller fails t press a key within the specified timeut A caller presses a key that is nt cnfigured in the Premium Attendant menu A call transfer fails A caller selects an invalid extensin 85
There is a specific menu t mdify the default behavir in each f the scenaris. The ptins will change based n which scenari yu are mdifying. Other Settings Set the telephne number fr the vicemail bx t be used n the Intercept mailbx actin. 15.5 Recrding Prmpts Over the Phne The Standard and Premium Aut Attendants allw yu t recrd annuncements ver the phne t be played t callers. 15.5.1 Accessing Aut Attendant Subscriber Services Telephne Interface Yu can access the Aut Attendant Subscriber Services frm yur EarthLink Business Hsted phne r frm an utside line. Dial 877-869-8360 Once yu have dialed int the messaging system, press the * key if yu are dialing frm yur EarthLink Business hsted line When prmpted enter yur Aut Attendant number fllwed by the pund (#) key When prmpted, enter yur PIN fllwed by the pund (#) key 86
15.5.2 Standard Attendant Annuncement Recrding When yu lgin t the Standard Attendant telephne cnfiguratin, yu can recrd annuncements fr the Business Hurs menu, Nn-Business Hurs menu and fr specific menu ptins. Access the Aut Attendant phne interface as described in Sectin 15.5.1 Accessing Aut Attendant Subscriber Services Telephne Interface Press 1 t change the Standard(Easy) Attendant Cnfiguratin Press 2 t edit annuncements fr Business hurs Press 3 t edit annuncements fr Nn-Business hurs Yu can edit the annuncements fr the Initial Greeting that callers hear when they call during Business/Nn-Business hur by pressing the pund (#) key If yu have assigned an Optin t play an annuncement as described in Sectin 15.3.4 r 15.3.5, yu wuld press the key that crrespnds t that Optin Recrd the annuncement and press the pund (#) key when cmpleted. Fllw the prmpts t save, edit r discard the recrding. 15.5.3 Premium Attendant Annuncement Recrding When yu lgin t the Standard Attendant telephne cnfiguratin, yu can recrd annuncements fr the Business Hurs menu, Nn-Business Hurs menu and fr specific menu ptins. Access the Aut Attendant phne interface as described in Sectin 15.5.1 Accessing Aut Attendant Subscriber Services Telephne Interface Press 1 t change the Premium Attendant Cnfiguratin. Nte, yu cannt change the Attendant Cnfiguratin until yu have created a Menu Press 2 t edit annuncements 87
Enter the number fr the Annuncement yu wish t recrd and then press pund (#).The number can be fund n the Annuncement sectin f the web interface Recrd the annuncement and press the pund (#) key when cmpleted. Fllw the prmpts t save, edit r discard the recrding. 88
16. GLOSSARY This appendix describes the imprtant cncepts used in yur phne system. 16.1 CmmPrtal CmmPrtal prvides a web interface t yur phne system and allws end users and Business Grup Administratrs (BGA) t mdify their settings. There are tw CmmPrtal interfaces: 1. The first is fr regular users t mdify their phne service settings. 2. The secnd is fr BG Administratrs t mdify bth glbal settings fr the business and t mdify end-users settings. The secnd f these interfaces is the ne, which yu will use t administer the phne system and is described by this dcument. Fr mre details n using the first interface, please see the Help icn in the CmmPrtal. 16.2 Lgging Int CmmPrtal as Anther User Yu will smetimes need t lg int CmmPrtal n behalf f anther user. This will enable yu t view and mdify the user s settings just as that user can by using the regular CmmPrtal interface. Here are sme examples f when this wuld cme in useful: If a user has frgtten his r her passwrd, yu can lg n and change the passwrd t a new value. If a user is unable t access CmmPrtal but needs a setting (such as Call Frwarding) changed urgently, yu can lg n and d it fr him/her. There are a few differences between the regular CmmPrtal interface and what yu will get t see when yu lg in as anther user. The Dashbard page is nt available, s by default CmmPrtal takes yu t the Call Manager page. The Vice Mail page is nt available fr privacy reasns. Click t Dial calls cannt be perfrmed. 16.3 Phnes EarthLink Business Hsted Vice supprts a number f different types f phnes. Their keys differ frm each ther and differ in their peratin. Fr specific instructins n using specific phnes, please see the hardware user guides at http://www.earthlinkbusiness.cm/hstedvice 16.4 Phne Numbers Every phne line will have its wn DID (Direct Inward Dial) number, which is a regular 10- digit number including the area cde, such as 555-555-5556. Yur phne system is capable f having multiple lines cnfigured n a single phne. Yu culd cnfigure ne line n a 89
phne that is that emplyee s persnal DID, and anther line which is yur business s main switchbard number. Calls t bth numbers will make this ne phne ring. Yur phne system is als capable f sharing lines between phnes. This means that in the example abve, each phne in yur business culd have its wn DID line, and a secnd line which is yur business s main switchbard number. Then every phne wuld ring when a call came int yur switchbard. EarthLink Business assigns yur business ne r mre blcks f numbers that yu can then assign t phnes as yu wish. Yu can then define yur wn extensin cdes that map t these numbers. Alternatively, if yu have asked us t, we will have pre-cnfigured yur system s that the phne numbers and extensin cdes are already assigned. 16.5 MAC addresses Every phne has a unique identifier called a MAC address. The phne system uses this identifier t uniquely identify a phne. This MAC address is printed n a sticker n the phne, usually underneath. It cnsists f six grups f tw letters r numbers, and will be printed in ne f tw frms: FE:DC:BA:12:34:56 FEDCBA123456 16.6 Departments Many smaller businesses will nly have a single administratr, r a number f administratrs wh all manage the entire phne system. Hwever, if yu wrk in a larger enterprise, yu may have different administratrs each with respnsibilities fr the phnes f different parts f yur rganizatin. EarthLink Business Hsted Vice supprts the cncept f departments. Every phne line and phne is a member f a department. Departments are hierarchical, with sme departments having sub-departments. An administratr f a department is permitted t manage all phnes, lines, and ther resurces within that department. He r she is als allwed t manage the sub-departments. Even the smallest business will have at least ne department in the phne system, knwn as the tp-level r rt department. When there is nly ne department, all f the phne lines and phnes will belng t it. Larger businesses will have multiple departments, and phnes and lines can be mved arund these departments t allw different administratrs t manage them. An administratr s phne line is always part f the department fr which he r she is the administratr. Mving the administratr s line t a different department will remve his/her permissins fr managing the prir department, and give him/her permissins t manage his/her new department. 90
16.7 Phne Prfiles A department s Phne Prfiles cnsist f default phne cnfiguratin that will be autmatically applied t all phnes within that department. There is a different prfile fr each type f phne within the department. As an example, a department may deply three types f phnes: Aastra 6757i Aastra 6757i with 1 Expansin mdule Aastra 6739i In this case a department can have up t three prfiles ne fr each type f phne. A department inherits the phne prfiles frm any parent departments, s parent departments can specify sme elements f a phne s cnfiguratin, and the sub-department can cnfigure thers. 16.7.1 Phne Prfile Graphical View Yu cnfigure the keys f the phne using the graphical view s that the phnes used by peple in yur department will cntain these settings by default. Fr example, yu can cnfigure a key t access vicemail that will be cnfigured n every phne in yur department. 16.7.2 Phne Prfile Table View The table view allws yu t cnfigure a wider range f settings than just key settings, and prvides a mre pwerful interface. Lck settings s that neither end-users nr administratrs in sub-departments can verride settings. Hide settings s that neither end-users nr administratrs in sub-departments can view settings. Cnfigure ringtnes. Cnfigure the phne display. Cnfigure the time and date frmat, and time zne. Nte: The exact ptins available t yu will depend n yur phne mdel and the level f phne service t which yu have subscribed. In sme cases there may be mre advanced features available t yu. 16.7.3 Cpying Phne Cnfiguratin If fr any reasn yu need t replace a faulty phne, yu may have t cpy the cnfiguratin f the ld phne t a new phne. This is described in Sectin 4.9. 91
Nte: Cpying phne settings is nly supprted if yu are replacing the ld phne with a new phne f exactly the same mdel. If yu are upgrading the phne, yu r the user will need t manually apply any settings t the new phne. 16.8 Netwrk The phnes fr yur EarthLink Business Hsted Vice phne system use an Ethernet-based netwrk t cmmunicate with ur systems. This is the same technlgy that prvides cmputers with access t a netwrk. Mst f the phne mdels can als prvide netwrk access t the cmputers at users desks. This means nly a single netwrk cnnectin needs t be run t each desk. As yur telephne calls travel ver an IP netwrk, the quality f the netwrk in yur ffices is very imprtant. EarthLink Business r ne f ur partners will either supply and install yur netwrk r verify that yur netwrk is suitable fr Hsted Vice. Hwever, it s very imprtant that yu nly cnnect the right type f netwrk device t the right netwrk cnnectin. If yu cnnect the wrng type f equipment t yur netwrk, then it may reduce the quality f yur telephne calls, r even stp yur telephne system frm wrking altgether. 16.9 Multiple Appearance Directry Numbers A Multiple Appearance Directry Number (MADN) is a telephne number with n phne r line assciated with it. Instead, the MADN is cnfigured t have a number f MADN members, each f which is a number with a line assciated with it. Whenever a call cmes in t the MADN, all f the idle lines whse directry numbers are MADN members will ring. When any f these phnes is answered, the rest f the phnes will stp ringing. 16.10 Multi Line Hunt Grups A Multi Line Hunt Grup allws sequential ringing f available phnes fr use in applicatins such as call centers. An MLHG cnsists f a number f lines within the business grup knwn as members. When a call cmes int the hunt grup, a hunt algrithm will decide which phne t ring. If specified phnes are busy r nt answered, the hunt algrithm will mve n t anther phne. Hunt grups can have a pilt number, which is a directry number assciated with the MLHG. When this pilt number is called, the members f the MLHG are alerted in turn. Alternatively, a hunt grup can be cnfigured t hunt if any member f the hunt grup is called directly using its DID number and desn t answer. 92
There are varius distributin algrithms available: Linear hunting starts at the first cnfigured line and ges sequentially thrugh the members in the list in the rder they were cnfigured. Circular hunting starts at the line which has been called, and then ges thrugh as in the linear case. Unifrm hunting starts at the first line after the line which was called the last time this MLHG was called. Mst Idle hunting starts at the line which has been idle fr the lngest perid f time. After this, it tries the line which has been idle the next lngest perid, etc. 16.11 Call Pickup Grups Call Pickup allws users t pick up calls that are ringing n ther phnes in the same Call Pickup Grup by picking up their wn phnes and dialing an access cde. Yu can have multiple grups in yur business. A line can be in multiple call pickup grups. If a call is ringing n lines in bth grups simultaneusly, and the user wh is in bth grups picks up a call, then he/she will pick up the call which started ringing first. 16.12 Shrt Cdes Shrt Cdes are speed dials that are defined at the scpe f yur rganizatin, s everyne in yur business can use them. Shrt Cdes can als be assigned t a specific department s that nly lines in that department can use them. 16.13 Extensins Extensins are the cdes yu can dial t reach ther peple in yur business. These are shrter numbers (3 r 4 digit numbers) that enable yur emplyees t quickly call each ther. If using a 3 digit extensin yu shuld avid utilizing n11 cmbinatins as this culd ptentially cnflict with infrmatinal services dialing such as 911 r 311. 16.14 Accunt Cdes Accunt cdes: Authrize emplyees t make utbund phne calls. Assciate a reference number t utging phne calls that yur business makes. Once yu have dialed a number that requires an accunt cde, yu will hear a tne. This is the prmpt t enter the accunt cde. Once the accunt cde has been crrectly entered, the call will be made. 93
There are tw types f accunt cdes: 1. Validated Accunt Cdes. When the user making a phne call enters the accunt cde, it is checked against a list f valid accunt cdes. If the accunt cde matches ne n the list, the call will cntinue. If the accunt cde desn t match any n the list, then an errr is played. Yu shuld use Validated Accunt Cdes when yu want t stp any unauthrized persnnel frm making utbund calls. 2. Nn-validated Accunt Cdes. When the user making a phne call enters the accunt cde, this accunt cde is marked against the call in the EarthLink Business billing system and the call cntinues. The accunt cde isn t checked fr validity. Yu can use Nn-validated Accunt Cdes where yu want t be able t recrd an accunt cde against utging calls that yu make. If yu have subscribed fr the service, yur phne bill will include the accunt cde fr each call. This is useful, fr example, if yu are billing yur clients fr all f yur phne calls. Yu can set up either type f accunt cde fr yur whle business r fr individual lines, and yu can allw yur users t manage their accunt cdes. 16.15 Aut Attendant The Aut Attendant system lets yu set up an autmated system fr directing incming telephne calls t the apprpriate persn within yur rganizatin. The Aut Attendant allws yu t create a menu f different ptins that a caller can access using telephne key presses. Yu can define different menus fr use ut f business hurs and n hlidays, s that the caller is presented with a different set f ptins accrding t the time f the call, r is presented with an annuncement that the business is clsed and cannt accept calls at this time. Yu can als include ptins t allw callers t reach a particular phne extensin directly, in either r bth f tw ways: 1. Dial by Name Callers wh knw the name f the persn they want t call can dial the persn s name using the telephne keypad. The Aut Attendant then asks fr cnfirmatin f the crrect extensin befre cnnecting the caller direct t the requested extensin. (There may be tw r mre names that match the key sequence used.) 2. Dial by Extensin Callers wh knw the extensin number f the persn they want t call can dial this number. The Aut Attendant then cnnects the caller directly t the requested extensin. Yu can cnfigure the Aut Attendant system using bth the CmmPrtal and yur telephne. 94
16.16 Music On Hld The Music On Hld system lets yu cnfigure music and recrdings t be played t yur callers when yu put them n hld. Yu can either use recrdings available in the Glbal Media list r uplad yur wn. Yu can access the Music On Hld system by either using CmmPrtal r the telephne. The CmmPrtal interface is mre pwerful and easier t use, but yu can use the telephne interface t recrd yur wn annuncements t be played t callers. 16.16.1 Music On Hld Perfrming Rights Playing music t callers n hld may cnstitute public perfrmance f the music and therefre risks infringing the cpyrights f cmpsers r artists. Therefre, yu may need t btain apprpriate licenses t play any material that yu plan t use as Music On Hld. Yu can btain these licenses frm licensrs such as Bradcast Music Inc. (www.bmi.cm) r the American Sciety f Cmpsers, Authrs and Publishers (www.ascap.cm). We d nt accept any legal liability arising frm cpyright infringements assciated with yur use f Music On Hld. 95