Administrator s Guide to managing your UCC …...Administrator’s Guide to managing your UCC...
Transcript of Administrator s Guide to managing your UCC …...Administrator’s Guide to managing your UCC...
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WELCOMES YOU TO YOUR NEW UNIFIED CLOUD
COMMUNICATIONS™ (UCC) ASTERISK PLATFORM
Administrator’s Guide to managing
your UCC telephone system Customer Portal
(Open this guide in Print View)
(It may be necessary to press and hold the Ctrl key while clicking on links)
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INDEX Page
Portal Access 3-4
Tab descriptions and Tips for using the portal 5
Settings Tab 6
• Service 6
o Helpdesk PIN 6
o Call Paths 6
• Users, adding an Administrator or Standard User 7
• International dialing (PIN code/Time Frame) 8
Reports 8
Accounting Tab 9
Services Tab 9
Navigating the Service 10
Phone Number Tabs 10
• Caller ID 11
• Call routing 12
• Inclement Weather routing 12
• Hold Music 12
Time Frames 13
Ring Groups 14
Auto Attendants 15
Extensions 18-22
• Caller ID line assignment 18
• Find Me 20
• Disable missed call list 22
Endpoints_______________________________________________________23-24
Mailboxes 25
• Email Notification of voicemail messages 25
• Dial During Announcement (transfer from a mailbox to ext.) 26
Holidays 27
Conference Bridge 28 - 33
Hold music, uploading 34
eFax 35
6 Quick-Steps for an Admin to add a new employee__ _________________ 36-37
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PBX Administrator Training
The URL for the VoxNet site is:
https://hostedpbx.voxnetinc.com
Enter your Username – ____________________
Enter your Password – ____________________
Click “Sign In”
When you enter the Voxnet Portal you will see the UC Client Dashboard, to continue to the
Administrator Portal home page click on the “Application Manager” button. (see below)
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From the home page you can access the following options by clicking on the Common Tasks quick
links or by clicking on the appropriate tab on the top of your screen.
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TABS
Voicemail: Under this tab Administrators can access any mailbox assigned to their account.
Administrators can view caller ID, Date/Time, and the duration of voicemail messages.
Administrators are able to listen to and delete voicemail messages through the portal.
Services: Under the Services tab Administrators can view and edit various phone system features
such as the routing of phone numbers, extension settings, mailboxes, auto attendants, holidays
schedules, conference bridges, call blocking, after hours settings, and E911 address(es).
Accounting: Under this tab Administrators can view their invoice history, view current bills,
and make payments.
Reports: Under the Reports tab Administrators can search, view, and export call activity records
by date and call type.
Settings: Under the settings tab Administrators can create Users and assign permissions to the
user profiles.
Tips for working in the portal Tip: After clicking on a Tab you may then make selections from the Menu Panel which is
in the grey area to the left.
Tip: In many areas in the portal you can view additional records (default is 20) by using
the dropdown on the right hand side of the page to show 20-100 or All records.
Tip: Click on the in the search box on the top right hand corner of the page if all of your
records do not load. The search box remembers text that has been entered in the last
search; clicking the will clear it.
Tip: When you are finished making changes anywhere in the portal you must remember to
save your changes by clicking the or a similar button which is always found at the
bottom left and top left of each page.
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Settings Tab Service: PBX PIN, Call Paths
Navigate to the last tab at the top of your screen, the Settings tab, and click on it. Once you are on
the Settings page then click the Service tab within it. In this area you will see your PBX PIN. This
is important as you may need this PIN to receive help from our Help Desk. You will also see the
number of Call Paths that are assigned to your system. This is the area in which you are able to
adjust your On Demand Call Paths. Further down you will see your Rates and PBX system wide
Features such as Directed Call Pick Up, Voice Over Intercom, and Call Parking Time Out.
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Settings Tab Users:
Under the Settings tab an Administrator has the ability to create Users. A User is a person who
can access the Portal or use the Mobile App once supplied with the Portal link and credentials. To
create a User select Users from the menu column on the left, click on New User, and fill out the
form. There are two basic types of users that can be created: Administrators and Standard users.
The Standard level user by default will have limited access to the portal; however, Administrators
are able to modify allowances by adjusting the User’s profile templates. To do this click on
Profiles just below Users.
The Administrator level user has the ability to modify all aspects of their assigned PBX.
Administrators can create other users, view billing invoices, modify the routing of their phone
numbers, and make adjustments to extension settings, mailboxes, extension routing, auto
attendants, holiday schedules, conference bridges, call blocking, after hour settings, and E911
address(es).
The Standard level user by default has only the ability to access his/her own extension and
mailbox settings. The Profile settings can be altered by the Administrator to give further access.
Scroll down to the next section
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International:
Here you will find your PIN code to make international calls if this feature has been enabled. Use
Remember PIN if you would like the system to remember your PIN for up to one hour. On this
page you will also find the Time Frame with which you can define the times of day international
calls are allowed. You will also be able to have the system remember your code if you wish to
make multiple international calls within a pre designated time frame up to an hour in length (See
Remember PIN For: Select amount of time)
Reports Tab
Under the Reports tab you can pull reports on call activity by date, call type, and other filters.
You can select to view 20-100 records. You can export your data to a .csv file. The Search feature
allows you to search for text that may be related to the record, for example in the caller ID field.
Click on “View Virtual Path Usage” to see a graph of how many call paths you are using on a
daily, weekly or monthly basis.
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Accounting Tab
Under the Accounting tab you can view your Orders, Invoices, and Payments by selecting from
the menu column on the left.
Services Tab
Under the Services tab an Administrator has the ability to perform the majority of their PBX
programming such as modify the routing of their phone numbers and extensions, make
adjustments to extension settings, mailboxes, auto attendants, holiday schedules, conference
bridges, hold music, call blocking, after hour settings, and the E911 address programming.
Click on the Services tab. This will place you on the Phone Numbers page first. Please note that
many additional choices run down the left hand side of the Services page. We will take a closer
look at these selections in the remaining pages.
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Going forward in this guide all topics covered will be selections made
from the menu column on the left hand side of the Services page as
shown below. Editing links are in red font.
Phone Numbers
This page shows a list of your organization’s phone numbers. You can view a full list of your
phone numbers as well as the Caller ID, Routing, Type of number, and status. Click on any red
area of the phone number itself to edit.
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Phone Numbers
General Options: Only applies to toll free numbers and will be preset by the System
Implementation Specialist. A state must be selected.
Caller ID Settings:
Caller ID (CNAM)- Outbound caller ID name can be viewed and edited here.
Internal Presentation- This text will appear in the display of any ringing phone when this
number is dialed. You can use this feature to give a name or title to the number that is receiving a
call e.g. VoxNet Help Desk could be the name we give to our Help Desk number. This text will be
displayed in addition to the Caller ID information of the number calling in.
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Phone Numbers (further down)
Call Routing:
Route to – Select from the dropdown the appropriate destination for the calls. Then make the
selection from the associated dropdown to the right of the first one.
Inclement Weather:
If you need to turn on the Inclement Weather Auto Attendant/Greeting you will select Auto
Attendant under Route To and then select Inclement Weather, Weather, or Emergency from the
associated dropdown box.
Features:
MOH (Music on Hold)- You can select MOH per phone number. Your system comes with
default MOH options. If you prefer a custom recording you must first upload it by clicking the
Hold Music link in the menu column on the left. Note: If you decide to upload a custom MOH
file, please be advised that the default will be permanently erased.
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Time Frame
From the menu column on the left select Time Frame. Time Frames determine how incoming
calls will be handled based on the time of day and the day of the week. Time frames are used
when you want one greeting or routing configuration during the day and a different one at night
and on weekends. You can edit an existing Time Frame by clicking on the red link or create a new
one by clicking on New Time Frame.
Might want to insert a screen shot here showing the left menu
Time frame Name: Name of the Time Frame you are working with.
During hours forward call: From the drop down box, choose the option for where the calls must
ring into during the day e.g. auto attendant, group, mailbox etc. From the second drop down, when
applicable, enter or choose destination details.
After hours forward call: From the dropdown box, choose the option for where the calls must
ring during closed/night hours e.g. auto attendant, group, mailbox etc. From the second drop
down, when applicable, enter or choose ring in destination details.
To complete set up, using the drop down boxes:
Check only the days of the week your business is open
Enter start time under the Start column
Enter end time under the End column
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Ring Group From the menu column on the left select Ring Group. Edit an existing Ring Group by clicking on
the red link of the desired Ring Group or create a new one by clicking on New Ring Group.
General Information:
Group Name- A short name assigned to identify the Group.
Ring Extensions- Simultaneously or sequentially.
Seconds to Ring- Enter the amount of time (in seconds) that you want the call to ring before
moving on. Keep in mind that it takes 5-6 seconds for one ring cycle (one ring of the phone). For
example, 20 seconds is equal to 4 rings of the phone.
Caller ID settings- Here you can set calls ringing into this Group to show Called ID, or
customized text set by you, or both on the phone display of phone the call is ringing on.
What to ring:
You can add and remove extensions to the Group. To add select from the Available Extensions
box, and click the Add button. This will move the extension to the People to Ring box on the
right.
After ringing Group forward call: Set the destination where calls will go next if they are not
answered by this Group. This can be another group, a mailbox, an Auto Attendant, etc. Note: If
calls are not forwarded after ringing the Group, the calls will be completely dropped after the
Seconds to Ring timer expires. Setting the Seconds to Ring timer to 999 will keep the call ringing
the Group for the longest time possible before dropping.
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Auto Attendant
From the menu column on the left select Auto Attendant. Edit an existing Auto Attendant by
clicking on the red link of the chosen Auto Attendant or create a new one by clicking on New Auto
Attendant.
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Auto Attendant
There are 3 different areas of focus on the Auto Attendant page.
1) General Settings:
Attendant Name- Short name given to each attendant for identification.
Attendant Timeout- The phone system needs rules for a scenario in which a caller does not make
a selection from the Auto Attendant menu. The “Attendant Timeout” is the amount of time that a
caller will wait before the system executes the Timeout Option (under Button Configuration).
Note: The Timeout Option is what the phone system will do with the call after it has determined
that the caller did not make an Auto Attendant selection.
Digit Timeout- The amount of time the system waits to execute the caller’s digit entries. Keep in
mind that the caller could be entering a single-number menu option, such as 2 for Accounting, or
the caller could be entering a multi-number extension such as 246 for John Smith.
2) Announcement:
Mailbox- This will be checked. The mailbox number that the Announcement is recorded in is to
the right of the mailbox.
Note: The recording is made in the Busy greeting of the associated mailbox. Reference the Binder
provided by your trainer for instructions to rerecord Auto Attendant Announcements.
3) Button Configuration:
In each Row of the Button column choose the Route To destination or action from the dropdown
box and any related selections in the dropdown boxes of the next column. Remember, in your
greetings you will be giving directions to callers regarding button choices. Your choices here
should agree with your greetings.
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Auto Attendant
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Extensions
From the menu column on the left select Extensions.
Select an extension from the list to edit.
Standard Extension Details:
In the Extension Details area you can edit the extension Name, select what you would like to show
for Outgoing Caller ID and determine how long you would like your extension to ring. Keep in
mind that it takes 5-6 seconds for one ring cycle (one ring of the phone). For example, 20 seconds
is equal to 4 rings of the phone.
Note: If you are changing the extension name for a new employee, you must also change it under
Endpoints from the menu column.
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Extensions
Routing and Configuration:
Call Routing Tab - For each extension, you must configure a path (a call route) for calls to take if
that extension is busy or unable to be answered. To do this, first click on the Call Routing tab.
Configure how you would like incoming calls to be handled by choosing the appropriate options
and rules from the dropdown boxes.
Routing Options:
Try First: This is the first place that the system sends calls to. In most cases this should be set to
Phone. From the dropdown menu, choose the appropriate selection.
If Busy: From the dropdown menu, choose a path for the call to follow if the Extension is busy.
A common choice for this setting is Mailbox.
If Not Answered: From the dropdown menu, choose a path for the call to follow if the call is
unanswered. Common choices for this setting are Mailbox and Outside Number.
If Offline: From the dropdown menu, choose a path for the call to follow if the Extension is
offline, unplugged, or if the Network is down. Common choices for this setting are Mailbox and
Outside Number.
(Example of second call path options: Mailbox, Group, Automated Attendant, Outside Number)
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Extensions Routing and Configuration continued:
The Find Me feature: Here you are able to program a solution to missed calls. The system can be
set up to locate you at up to 5 subsequent devices after your primary is missed. When the call
reaches your location you may accept or reject the call. The system answers your call for you,
introduces itself as your “Personal Assistant” and offers the caller options to either find you or
send the call to voicemail. Using the Find Me feature means your unanswered calls will always go
to the Voxnet voicemail system.
There is a YouTube video on the Find Me feature for your convenience, use this link.
http://www.youtube.com/watch?v=yULC29N2290&feature=plcp to view the video.
Setting up Find Me –
1. Choose Outside number or Extension or other extension
2. Enter or choose a destination.
3. Check Active box to activate.
Administrators can activate and deactivate locations depending on where that employee will be on
a given day. Similarly an Administrator can create Standard User credentials under
Settings>Users for this employee, give them the portal URL https://hostedpbx.voxnetinc.com and
their User ID / Password, and the employee can adjust their settings on their own.
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Extensions
Find Me Tab:
Ring Options - You can set ring times for each location; you also have the option, by simply
checking the provided box, to have the callers name announced and the ability to give the caller an
option to transfer to voicemail.
Time Settings - Under Time Settings you can also configure the system so that it finds you on
specific times of the day, days of the week or always.
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Extensions
Advanced Tab:
The Advanced tab allows you to configure extension details such as: message waiting extension,
rules for call waiting, missed call list disable, and show agent status. Using the dropdown boxes,
set your advanced options.
Message Waiting Extension: Determines which mailboxes will light your message lamp when it
gets a new message. In the example below extension 110 will get a flashing message light when
her mailbox, 110, and an additional mailbox, 999, get a message. Simply add a comma plus the
mailbox with no spaces.
Disable Call Waiting Indicator: If set to Yes, disables call waiting tones when you are on a call
and receive a second call.
Disable Missed Call List: Your phone will no longer alert you when you have missed a call nor
will it save your missed calls.
Enable Buddy List: N/A on VVX series Polycoms and Aastra phones. If you have a Polycom
Soundpoint IP phone then the Buddy List can be used to see when 8 of your co-workers are on the
phone.
Show agent status on LCD display: For customers who have purchased the ACD call center,
Agents can view their “Pause” status in their phone display.
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Endpoints
From the menu column on the left select Endpoints
An Endpoint is assigned to every extension that has a phone associated with it and contains crucial information for
the phone itself to function.
Click on Endpoints from the menu column to open your endpoints list. Now you can drill into the desired endpoint
by clicking on any of the red areas noted below in each endpoint line item.
Important! Changing anything in this area besides the name and line Key Configurations can have a major affect on the ability
of this phone to function; we highly recommend that the name field is the only change you make on this page. If
you are renaming an extension for a new employee you must not only change the Name in the extension but you
must also change the name in the endpoint as shown below.
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Endpoints
Line Key Configuration:
This area contains the programming for the line keys on the phone. Your trainer will have pointed these keys out to
you during your end user training. Most phones depending on the model will have at least 3 and possibly as many
as 12 line keys. Under the Key Configuration column there will be 4 different selections.
Extension- When Extension is selected in the Key Configuration column the phone’s own extension must be
selected, this makes it a line key. Every phone must have one line key in order to function and receive calls.
Extension BLF- You can assign a representation of other phones in your system to this key. This key will then
function as a speed dial to that extension, simply press it to call that extension. This key will also light up when the
represented extension is on a call. This key can also be used as a short cut to transfer calls. Reference your end
user guide for more details. On some models this key will flash green when the represented phone is ringing and
you have the ability to press it to answer the call.
Park BLF- This is a Park key and can be assigned as Park 1-99. Reference your end user training guide for the
operation of Park keys.
SLA- Is no longer supported due to the recent introduction of the park keys.
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Mailboxes From the menu column on the left select Mailbox
You can edit an existing Mailbox by clicking on the red link of the chosen Mailbox or create a new
one by clicking on New Mailbox. A Standard Mailbox is associated with a phone. A Broadcast
Mailbox is for leaving a message for multiple mailboxes.
General Settings:
Here you can change the Name and Password for a Mailbox. A system Administrator will need to
change the name for the dial by name directory when a new user is going to take over that
Mailbox. The password should also be re-set to the same number as the Mailbox number. By
doing this the fist time set-up tutorial will be activated to assist the new user in setting up their
Mailbox and assure there are no old greetings in that Mailbox.
Notifications:
Email an audio file - Have a .WAV file attachment of your voice messages sent to your email.
Voice to text transcription – You will get a text transcription of your voicemail emailed to you.
NOTE: You will be billed on a per seat bases if you add the transcription service. (Enter your email address in the provided box for both of the above.)
SMS Email to Notify- Enter your SMS cellular text address (e.g. [email protected]) in the
field to receive a text message notification on your cell phone that you have a new voice mail
message in your mailbox. Please ask your VoxNet ETA System Implementation Specialist for a
list of provider domain names, or contact your cell phone provider for this information.
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Mailboxes
Mailbox Options:
Dial During Announcement- Check this box so a caller can transfer to another extension while
listening to your personal greeting.
Note: Checking this box disables the ability to use the Temp/Vacation greeting. You will have to
re-record your unavailable greeting when you go on vacation and return.
Skip Voicemail Instructions- Check this box to disable the standard instructions that play after
the caller has finished listening to your personal greeting. e.g. “Please record your message after
the tone, to mark this call….”
Announcement only- Use this setting for any Mailbox that will not take a message. E.g. the
greeting Mailboxes used for the Auto Attendants, but also informational boxes, etc.
Advanced Settings: Under Advanced settings you can make a Mailbox hidden from the directory
and manage your auto delete options.
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Holidays From the menu column on the left select Holiday
You can edit an existing Holiday schedule by clicking on the red link of the desired Holiday or
create a new one by clicking on New Holiday button.
A list of Holidays can be added, deleted, updated and managed through the Holidays page.
You must have a Holiday Auto Attendant created and a Holiday Mailbox to store the Holiday
Greeting. Once the Holiday Auto Attendant has been created and the greeting has been recorded
and applied, from the left side of your screen, navigate to Phone numbers.
On the Phone Numbers page click the red link for the number you want to edit and under Call
Routing use the dropdown boxes to make your If Holiday selection to Auto Attendant and then
select the Holiday Auto Attendant.
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Conference Bridge
This conference bridge will support 10 simultaneous calls.
From the menu column on the left select Conference Bridge
Edit an existing Conference Room by clicking on the red link of the desired Conference Room or
create a new one by clicking on New Conference Room.
From the left side of your screen, click on
To create a new Conference Bridge Room, click on
Assign a conference number and a numeric password of your choice for the attendees and the
Moderator if Moderator rights are desired. You can Enable Moderator Controls however they only
work when calls are routed to the Conference Hub vs Conference when providing access in the
next section below. The conference bridge number and password are your choice. You can choose
to end the conference when the Moderator leaves. You can also make Audio setting choices under
Audio Settings. This will be explained further below. To complete, click Add Conference Bridge.
When done click
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Conference Bridge
Providing Access to the Conference in 3 Different Ways
1) Assign any spare DID (phone number) that you own directly to the Conference Hub under
Services>Phone Numbers>Call Routing.
Give the conference attendee this phone number, the Conference Number, and the
Conference Password.
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Conference Bridge
2) If calls to your main number already go directly to an Auto Attendant, you can utilize one of
the unused options from the Button column programming to route to the Conference Hub.
Give the conference attendee the phone number to which they can access this Auto
Attendant, the Auto Attendant Option number, Conference Number, and Conference
password.
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Conference Bridge
3) If you answer calls live then the person answering can transfer the caller directly to the
Conference Hub extension provided a Cloud extension has been created for this purpose. Check
your Extension list to see if you have one and what the number is. If one has not been created for
you, then call our helpdesk (610-828-0800 Option 3, 3) and request that they create one for you,
this is free of charge. The attendee will still need the Conference Number and Conference
Password.
For inside conference attendees to access the conference bridge they will need to dial the
conference extension number mentioned in step 3. This is important because that is an internal
extension to extension call and will not use a call path or be billed per minute.
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IMPORTANT INFORMATION ABOUT YOUR CONFERENCE BRIDGE
Every person calling from outside of your organization into a Conference Bridge uses a Call Path.
Make sure you are aware of how many Call Paths your conference call is using and that you are
leaving plenty for incoming and outgoing calls during the duration of your conference for others to
use. You can view the number of call paths you have under the Settings>Services>All Paths tab.
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IMPORTANT INFORMATION ABOUT YOUR CONFERENCE BRIDGE
You will be billed for each conference attendee calling into the bridge from the outside. A “per
minute” rate will be applied to each attendee. This rate can be viewed in the Settings>Service area
of the portal.
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Hold Music
From the menu column select Hold Music
Edit an existing Group/Track by clicking on the red link of the desired Group/Track or create a
new one by clicking on New Group.
Your new phone system comes equipped with free hold music! You can edit, delete or upload
your own hold music by going to Hold Music and selecting New Group, name the group, and click
on Save and Add Tracks. You have a total of a 60MB max quota for your account. Files should be
in the .WAV or MP3 format and should be “Mono – 8k, 8bit / 64 kbps, uLaw” or “Mono – 8k, 8bit
/128 kbps, PCM”. Each file can not be larger than 10Mb.
Note: Please be advised that if you upload your own music the default music provided with the
system will be deleted and can not be recovered.
Once your music has been uploaded you must then go to Phone Number >Features>Hold Music
and select your new music file from the dropdown. You must select only one music file for the
outbound hold music for the entire account.
Note: If you have multiple companies built into your account and one or more companies is using
Marketing on hold rather than Music on hold then you should upload a separate hold music
treatment for outbound calls which would be suitable for all companies under this account.
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Hosted Fax If you are using the hosted Fax feature you will have the ability to add, remove or change email
addresses for receiving and sending faxes. (You must have available eFax licensing to add
outgoing email addresses)
From the menu column on the left select Hosted Fax.
Drill into the Fax phone number by clicking on it.
Here you can change the fax “To” and “From” email addresses provided you have the necessary
licenses.
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Administrator’s 6 steps to setting up a new hire- (This document assumes an employee has left and a new one is taking his/her place)
Go to Services 1) Select Extension from the grey list to the left in the portal
a. Select the extension you want to edit and click on it to edit (take note of the current name, you will
use it in the next step)
b. Update the name for the new employee
c. Save your changes
2) Select Endpoints from the left column
a. Find the prior employees name in the list and click on it to edit
b. Go to General Information field and update the Description with the exact same name you used in the
last step.
c. Save your changes
3) Select Mailbox from the left column
a. Select the mailbox in the list that you’d like to edit and click on it
b. Update the mailbox name for the new employee
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4) Change the mailbox password to make it the same as the mailbox number
5) Scroll down on this same page and update the mailbox email address to the new employees email
address if voicemail to email is desired.
6) The 6th step is updating the User info which allows a user to access the portal and/or download/set up the mobile app. See Users, adding an Administrator or Standard User section in the index for instructions.
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