Business Hosted Voice

Business Hosted Voice
User Guide
Business Hosted Voice
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This User Guide explains how you can benefit from this service.
If you have questions about your service, call our customer service team
24 hours a day 7 days a week
1-855-270-5527
or visit
www.suddenlinkbusiness.com
Welcome!
WE WANT TO HELP YOUR BUSINESS CONNECT.
WE’RE SURE YOU WILL ENJOY THE BENEFITS OF THESE SERVICES.
Plus our plans will save you money.
One call. One bill. One company. Easy.
NOTE: some of the services and features described in this guide may not be available in your
specific service implementation.
Business Hosted Voice User Guide version 3.13.2017
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SUDDENLINK
BUSINESS HOSTED VOICE
QUICK REFERENCE GUIDE
In the event of an
emergency, dial 911.
ANSWERING CALLS
Single Incoming Call:
USING THE HEADSET OR
SPEAKER
1) Use the Speaker button
to turn speaker ON/OFF.
1) Answer call by lifting
Handset/Headset or pressing
SPEAKER or by pressing the
corresponding account LINE
button.
2) Use the Headset button
to use a headset once one
has been connected.
MAKING A CALL
1) Take Handset/Headset offhook or press Speaker button or
an available LINE key (activates
speakerphone).
2) The line will have dial tone
and the corresponding line’s
LED will turn green.
3) If you wish, select another
LINE key.
4) Enter the phone number.
Phone number may be entered
(and corrections made with
“Backspace” soft key) before
taking handset/headset offhook
Multiple Incoming Calls:
1) When there is a call waiting,
you will hear a Call Waiting
tone.
2) The next available line will
flash red.
3) Answer the incoming call by
pressing its corresponding LINE
button.
4) The current call will be put on
hold.
5) Toggle between the calls
using LINE button.
ENDING A CALL
End a call by pressing the
“EndCall” soft key or hang up
the phone.
5) Press the SEND button
or press the “DIAL” soft key.
CALL HOLD/RESUME
1) Hold: Place a call on “hold”
by pressing the hold button
.
2) Resume: Resume call by
pressing the corresponding
blinking LINE or by pressing the
HOLD button
again.
CALL TRANSFER
If you are in a call and wish to
transfer the call to another
party.
Blind Transfer:
1) Press transfer button
2) To complete transfer of
active call. dial the number and
press the send button
or
the “Blind Transfer” soft key.
Attended Transfer:
1) Press an idle line key to make
a new call and the active LINE
will be placed on hold
automatically.
2) Once the call is established,
press transfer button
followed by the blinking LINE
button of the held line to
transfer the call.
3) After the call is transferred,
phone will display idle screen.
REDIAL
1) Take the phone off-hook.
2) Press the SEND button
or press the “REDIAL” soft key.
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.
3-WAY CALLING
Assuming that you are already
in a conversation and wish to
bring a third party together in a
3-way conference.
1) Press conference button
to bring up the
conference dialing screen.
2) Dial the third party number
followed by SEND button
3) When the call is established
to the third party, press the
“ConfCall” soft key to initiate 3way conference.
4) To re-establish a 3 way call
after putting one party on hold
to consult privately with the
other party, press conference
button and the select the other
blinking LINE.
Cancel a Conference Call:
1) Press “Kick” soft key in
conference dialing screen to
remove a party and resume a
two-way conversation.
2) Using the ARROW buttons,
select the party to remove and
then press the round button in
the middle of the ARROW
buttons.
Hold The Conference:
1) Press the hold button
to hold the conference call with
all parties on hold;
2) Press hold button
again
to resume conference call; or
select a blinking LINE to speak
with one party.
End The Conference
The conference will be
terminated for all three parties
if the conference initiator hangs
up or presses “EndCall” key.
VOICEMAIL MESSAGE
A blinking red MWI (Message
Waiting Indicator) indicates a
message is waiting.
Press the Message button
to retrieve the message. You
will be prompted through the
process of message retrieval.
MUTE/UNMUTE
1) Press the MUTE button
to mute/unmute the
microphone.
2) The Mute icon
indicates
whether the microphone is
muted.
VOLUME ADJUSTMENTS
Use the volume button
to adjust the ring
volume when the phone is idle.
Press the volume button during
an active call to adjust the call
volume.
USING YOUR PERSONAL
PORTAL
The portal’s homepage includes
the following:
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Personal Area – for configuring
your user account, including
changing the password
Language – select the language
to be used throughout your
portal
Help – access help for the page
you currently are on
Exit – securely exit the portal
Home – access the areas within
your portal
My Services – an overview of
your services as a user
My Calls– a list of your
outgoing, answered and missed
call
My Contacts – a list of your
personal and corporate contacts
CALL FORWARDING – ALWAYS
This service forwards all of your
incoming calls to an alternative
number selected, without
ringing your telephone first.
Call Forwarding is always turned
on either with the User Portal or
a code entered on the phone
keypad (*72 to activate and *73
to deactivate Call Forwarding).
In the Portal, Call Forwarding is
turned on by selecting Call
Forwarding in the My Services
area and then entering the
number forwarded from and
the number forwarded to.
TABLE OF CONTENTS
USER
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1. SEAT TYPES . . . . . . . . .. . . . . .. . . . . . .. . . . . .
 Basic Seat
 Business Seat
 Additional Services
2. SEAT SERVICES
2.1 Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
 Main Menu
 My Services
 My Telephones
 My Changes History
2.2 When I Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
 Account Codes
 Authorization Codes
 Corporate Speed Dial
 On-Net Display
 Originating Identity Restriction
 Outgoing Call Barring
 Outgoing Numbers
 Personal Speed Dial
Conference - Ad Hoc
Conference - Meet Me
Direct Call Pickup
Group Call Pickup
Hunt Group
Last Number Redial
Manager/Assistant
Music on Hold
Paging - Intercom
Paging - Overhead
Pre-Answer
Shared Virtual Fax
Waiting Queue
2.5 My Calls . . . . . . . . . . . . . . . . . .
2.6 My Profile. . . . . . . . . . . . . . . . . .
2.7 My contacts. . . . . . . . . . . . . . . . . .
2.8 Mobile, Tablet and PC Configuration
 General
 Softphone
 Mobile App
2.3 When They Call Me . . . . . . . . . . . . . . . . . . . . . . . . .
 Anonymous Call Rejection
 Call Forwarding
 Call Waiting
 Call Trace
 Do Not Disturb
 Incoming Call Barring
 Originating Identity Presentation
 Single Number Reach
 VIP Ringing
 Voicemail
3. OTHER INFORMATION . . . . . . . . . . . . . . . . . .
 Directory Assistance – Dial 411
 Calling the Operator
 International Long Distance Rates
 Billing Information
4. TELEPHONES SETS. . . . . . . . . . . . . . . . . .
2.4 Other Services . . . . . . . . . . . . . . . . . .
 3-way Calling
 Attendant Console
 Busy Lamp Field
 Call Forward - Remote Access
 Call Hold
 Call Pull
 Call Transfer
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ADMINSTRATOR
NUMBERING . . . . . . . . . . . . . . . . .
 Manage Access
 Create Short Numbers
GENERAL . . . . . . . . . . . . . . . . .
 Corporate Contacts
 Change History
 Calls List
 Licensing
PHONES . . . . . . . . . . . . . . . . .
 Manage Telephones
SERVICES . . . . . . . . . . . . . . . . .
 Account Codes
 Authorization Codes
 Call Detail Records
 Customer Announcements
 Customer Holidays
 Direct Call Pickup
 Group Call Pickup
 Hunt Group
 Interactive Voice Response (IVR)
 Pre-Answering
 Service Access Codes
 Shared Virtual Fax
 Virtual User
 Waiting Queue
USERS . . . . . . . . . . . . . . . . .
 Users List
 Create Users
 Password Disclosure/Recovery
 Closed Users Groups List
 Create Closed User Group
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USER
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1 SEAT TYPES
Following are lists of the services included with the Basic Seat and the Business Seat, plus additional
services. Instructions for using each service are provided later in this document.
BASIC SEAT
This package is for locations not assigned to a
specific user. Examples include conference rooms,
break rooms, waiting rooms and lobbies.
BUSINESS SEAT
Standard user offering for business employees
that adds a rich set of additional features
Includes all services in Basic Seat plus:
• 3-Way Calling
• Call Forwarding
• Call Pull
• Call Waiting
• Do Not Disturb
• Hunt Group
• Remote Access to Call Forwarding
• Single Number Reach
• User Portal & Soft Client
• VIP (Distinctive) Ringing
• Voicemail
• Anonymous Call Rejection
• Call Hold
• Call Trace
• Call Transfer
• Caller ID Name and Number
• Corporate Speed Dial
 Direct Call Pickup
 Directory - Company
 Directory - Personal
• Group Call Pick Up
• Intercom Paging
• Overhead Paging Access
 Personal Speed Dial
• Unlimited Domestic U.S. Calling
ADDITIONAL SERVICES
• Account Codes
• Attendant Console
• Authorization Codes
• Waiting Queue
• Interactive Voice Response
• International Calling
• Meet-Me (scheduled) Conferencing
• Music on Hold
• Pre-Answer
• Toll Free Number
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2 SEAT SERVICES
Some services can be turned on either with the User Portal or by using a designated key on the phone or by
using a code entered on the phone keypad.
In the event of an emergency, dial 911.
2.1 PORTAL
The portal has two versions. One version is for an end user in your organization. The second version is for the
administrator of Business Hosted Voice service for your organization.
The end user portal and the administrator portal both are accessed by going to the URL provide to you by Suddenlink and
logging in through your web browser with the user name and password created when your service is activated.
The portal’s homepage includes:
Home
My Services
My Calls
My Profiles
My Contacts
Click on an item to configure a service or to see more information about the service.
Select the “X” to configure
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2.2 WHEN I CALL
ACCOUNT CODES
This service lets the user assign an Account Code to a call that he makes. This Account Code will then be included in the
detailed invoice of the organization, allowing an aggregation of these costs, for example in a law firm present the costs for
calls associated with the process of a given customer.
Once assigned to a customer, all associated users have the possibility to see and use all customer Account Codes.
To enter an Account Code, dial *96 plus the Account code plus (after the voice prompt) the telephone number.
A record of the call and the Account Code can be found in the user portal in “Call List”, “Advanced”
AUTHORIZATION CODES
The user must enter this code in order to make certain types of calls (e.g., international long distance codes) that
otherwise are restricted for that user.
CORPORATE SPEED DIAL
In the Corporate Speed Dial service check your company’s speed dial codes. The following information is arranged in table
format:
Code – code you enter into your telephone to call the destination
Destination – number that is going to be dialed when the code is entered
Description – text field to help you identify the code
Note: You cannot make any changes to this service.
ON-NET DISPLAY
Use this service to configure the format of the origin that is displayed to the destination for internal calls.
Configure your On-net Display service in the following way:
1. Set the status of the On-net Display service:
Active – for setting short outgoing numbers of internal calls
Inactive – only set long outgoing numbers for internal calls
2. If you have activated the service, choose one of the following options for the type of information
that is displayed.
Display short only for short number dialing
Display short for all internal dialing
Note: Your administrator and/or manager may decide to block editing of some parts of this service.
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ORIGINATING IDENTITY RESTRICTION
Restricts the display of your identification at the destination.
1) Select one of the origin options:
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All my Phones - the rule set in the table will be applied to all your telephones
Phone to Phone - you can set a rule for each telephone
2) Set the destination in the table (for all your telephones or for each telephone individually):
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Inactive - none of your telephones will make anonymous calls
All numbers - all calls will be anonymous
Internal numbers - only calls to internal numbers will be anonymous
External numbers - only calls to external numbers will be anonymous
Note: your administrator/manager may decide to block editing of some parts of this service by anyone who is not
an administrator/manager.
OUTGOING CALL BARRING
You can use this service to block destinations so calls cannot be made to them.
1) Choose one of the following from the When I call from box:
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All my Telephones - the rule will be applied to all your telephones
User Telephones - the rule will only be applied to the telephone(s) of the selected user(s)
Fixed Telephones - the rule will be applied to all your fixed telephones
2) In the Block section, you can set blocking of:
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Number - you can set the target number in the box below
General Prefix - you can select the target prefix from the list or enter a regular expression in the box below
3) In the Except when I call from section, you can set the situations in which calls are not going to be blocked:
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In the Except when I call from box you have the same selection options available as you do in the When I call
from section, except for "User Telephones"
In the to box, you have the same selection options available as you do in the Block option above
Notes:
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You cannot repeat rules for a given user
Exceptions are only applied to blockings at the same level
If no blocking has been set, you cannot set exceptions
There may be some preset configurations (non-editable). Your administrator and/or manager may have set these
and only they can change them. Such settings have priority over any settings you make.
When you configure prefixes you should enter regular expressions that define the range of numbers to which the rule is to
be applied.
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In most cases, you only need to define the first few digits of a number, for example: "21*". The portal will carry out a
number of verification checks on the prefix you have defined. For example, it will check that it ends with an "*"
and is, therefore, really a prefix.
The Call Barring service has priority over the Outgoing Numbers service. In other words, if one of the blocking rules applies
then the call will be blocked and cannot be made.
OUTGOING NUMBERS
Use this service to set the numbers that are shown by each phone when you make calls. Configure your Outgoing numbers
service in the following way. From When I call from select the number displayed at the destination by each of your
telephones and for different types of calls:
Present this number for all External Destinations – the number used when the destination is external.
For internal calls use – the number to use for internal calls (if you want to have the option of choosing short numbers, the
On-net Display (see below) service must be active).
The numbers configured above may be set as For display and billing. Alternatively, set different numbers for display (the
number that will appear on the destination device) and billing (number used to calculate the duration of the call). If you do
this, and you choose the option No Number Configured in the For billing box, you will not be able to set a number For
display.
Notes: Changes to the numbers displayed can be made only by your service provider.
PERSONAL SPEED DIAL
Use the Personal Speed Dial service to check and alter your personal speed dial codes. The information is
arranged in table format. View and modify the following columns:
Code – code you enter into your telephone to call the destination (selection of preset codes)
Destination – number that is going to be dialed when the code is entered
Description – optional text field to help you identify the code
Note: You can create up to 10 personal speed dial codes.
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2.3 WHEN THEY CALL ME
ANONYMOUS CALLS REJECTION
Use this service to automatically reject calls when these calls are made anonymously (i.e. when there is no identification of
the originating number).
Set the service status for All numbers or for each number individually
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Active - the call will be rejected
Inactive - the call will not be rejected
Note: your administrator/manager may decide to block editing of some parts of this service by anyone who is not an
administrator/manager.
The Anonymous Calls Rejection service has priority over the Single Number Reach service. In other words, if one of the
rules set here applies then the call will be rejected and will not be delivered to any telephone.
The Anonymous Calls Rejection service does not have priority over the Manager Assistant or Call Forwarding (Type:
Always) or Call Forwarding (Type: Schedule) services. If one of these services forwards a call then it will not be rejected
CALL FORWARDING – UNCONDITIONAL; BUSY; NO ANSWER; NOT REACHABLE
Use this service to select the numbers for which incoming calls will be forwarded, on the basis of
certain conditions. Configure an Unconditional rule, one or more Schedule rules and one Off-Schedule rule
for each Call Forwarding configuration.
Configure your Call Forwarding service in the following ways:
1. Choose one of the following from the If they call me box:
Any Number – the rule will be applied to all your numbers
User Number – the rule will only be applied to the number(s) of the selected user(s)
2. Optionally add origins in the If they call me from any number section by clicking on “+”. The
description of this section changes to If they call me from and then select number(s)/prefix(s)
so that the rule will only be applied if the call is made from one of these numbers/prefixes.
3. Always Forwarding – the Always forwarding has priority over the other forward rules;
if it is configured, then it is set to be active, so other configurations will not be applied.
4. In the Exceptions section, set numbers and/or prefixes from which calls, when received, will not be forwarded.
The following options are available:
Number – set the target number in the box below
General Prefix – select the target prefix from the list or enter a regular expression in the box below
Schedule Rule
The Do Not Disturb service has priority over the Single Number Reach service. In other words, if one of the rules set here
applies then the call will be rejected and will not be delivered to any telephone. The
Do Not Disturb service does not have priority over the Manager/Assistant or Call Forwarding (Always) or
Call Forwarding (scheduled) services. If one of these services forwards a call, it will not be rejected.
If there is not any schedule rule configured, the forwarding’s type is “No schedules defined”. There can be different
configurations such as “always”, “if busy”, “if not answered” and “if not available”. By clicking on
“Set Schedules”, it becomes possible to configure one or more Schedule rules and one Off-Schedule rule.
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In an off-schedule rule, define the behavior when none of the off-schedule rules apply. In an off-schedule rule there can
be different configurations (always, if busy, if not answered, if not available).
In a schedule rule configure the following options:
1.
Choose the Schedule Menu name
2. On Schedule tab, define a schedule:
Rule Validity – start and end dates, or always
Rule applicability – weekday (Monday to Sunday, holidays) and the hour range to apply in each day
3. In the Forward section, set the condition(s) for forwarding:
Always – calls are forwarded unconditionally. This rule takes priority over all other rules
If Busy – calls are only forwarded if your selected number(s) are busy, that is, if the number is
currently taking a call or if the call is rejected
If Not Answered (after 30 secs) – the call is only forwarded after 30 seconds, and only if it
has not been answered
If Not Available – the call is only forwarded if the number is unavailable because, for example,
of a network failure or a the number has been disconnected
4. In the following box select the forwarding destination:
Number – enter the number the call is to be forwarded to in the box below
Voicemail – the call is forwarded directly to the Voicemail Platform. This option will only be visible if
you have a number that has Voicemail.
Notes: You cannot repeat rule for the same user number with the same pair “If they call me to/for” and
“If they call me from”; “If call me from any number” and the origin “*” is interpreted the same way (this means that they
cannot coexist for the same “If they call me to/for” condition).
Exceptions are only applied to forwarding at the same level.
If no forwarding has been set, you cannot set exceptions.
There may be some preset configurations (non-editable). Your administrator and/or manager may have set these and only
they can change them. Such settings have priority over any settings you make.
The schedules are applied according to the number’s region time zone (the number configured on “if they call me to/for”).
If the number has no associated region, then the organization time zone applies.
When you configure prefixes enter regular expressions that define the range of numbers to which the rule is to be applied.
The configured schedules cannot overlap. However, if for the same time range a holiday and a weekday configuration
have been designated, and if it happens that the weekday is a holiday, the holiday configuration will be applied.
The Call Forwarding service has priority over the configurations set in the Single Number Reach service.
In other words, if one of the forwarding rules set here applies, then the call will be forwarded. Call Forwarding does not
have priority over Do Not Disturb, Anonymous Rejection and Incoming Call Blocking services.
Call Forwarding does not have priority over Manager/Assistant. Calls are forwarded according to the rules of
Manager/Assistant and not Call Forwarding.
If the Blocking of Outgoing Calls service is configured for the incoming number used for forwarding, the call will not be
made if the forwarding destination has been used to set the conditions for the Blocking of Outgoing Calls.
Call Forwarding configured in the portal has priority over call forwarding configured in the mobile terminal (for the same
type of Call Forwarding). For example, if the number linked to the mobile terminal is configured in the portal as call
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forwarding for the number A and in the mobile terminal it’s configured as an in condition call forwarding to the number B,
when the destination number is the number linked to the mobile terminal, the call is forwarded to the number A.
Call Forwarding –Alternative “Star Code” Method
This service forwards all of your incoming calls to an alternative number selected if the line is busy, is not answered, or is
busy and another call is waiting. This service forwards all of your incoming calls to an alternative number selected, without
ringing your telephone first.
To Activate Call Forwarding Always
1. _Listen for a dial tone then dial *72.
2. _Wait for confirmation tone, then dial the number to which to forward.
3. _Listen for the confirmation tones.
4. _Hang up the telephone.
To Deactivate Call Forwarding Always
1. _Listen for a dial tone then dial *73.
2. _Wait for confirmation tone.
3. _Hang up the telephone.
Note: Two short tones indicate that you have turned Call Forwarding off.
CALL WAITING
This service notifies you that a second call is on the line and lets you switch between the calls. You are notified by a tone
when the call is waiting.
When you hear a Call Waiting tone during a call, you have several options:
End the original call and answer the waiting call. Hang up the telephone and the new call will ring
with the second caller.
Place the original call on hold and answer the waiting call. Press and release the hook switch to
put the first person on hold and answer the second call. Alternate between the two calls and both
conversations will remain private.
Ignore the Call Waiting tone and use Call History to identify the second caller once you have finished the
original call and return the call.
Ignore the Call Waiting tone and let the second call go to Voicemail (if selected).
CALL TRACE
When you get a harassing call, start the trace immediately. If you get another call before you begin, it is too late.
1. Hang up after receiving the call. Then immediately pick up again and listen for a dial tone.
2. Press *57 and listen for the announcement.
3. Write down the date and time you received the call.
4. Contact local law enforcement for further investigation if necessary.
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DO NOT DISTURB
Use this service to ensure that all the calls made to a phone number are rejected.
Configure your Do Not Disturb service in the following way:
Set the service status for all numbers or for each number individually
Active – the call will be rejected
Inactive – the call will not be rejected
Note: Your administrator and/or manager may decide to block editing of some parts of this service.
INCOMING CALL BARRING
Use this service to block origins so calls cannot be received.
1) Choose one of the following from the If they call me to/for box:
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All my Numbers- the rule will be applied to all your telephones
User Number - the rule will only be applied to the number(s) of the selected user(s)
2) In the Setting Incoming Call Barring section, you can set blocking of:


Number - you can set the target number in the box below
General Prefix - you can select the target prefix from the list or enter a regular expression in the box below
3) In the Exceptions section, you can set the numbers and/or prefixes for which calls are not going to be blocked. The
following options are available:

The options for the exceptions are the same as those described above for Barring.
Notes:
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You cannot repeat rules for a given user number
Exceptions are only applied to blockings at the same level
If no blocking has been set, you cannot set exceptions
There may be some preset configurations (non-editable). Your administrator and/or manager may have set these
and only they can change them. Such settings have priority over any settings you make.
When you configure prefixes you should enter regular expressions that define the range of numbers to which the rule is to
be applied.
In most cases, you only need to define the first few digits of a number, for example: "21*". The portal will carry out a
number of verification checks on the prefix you have defined. For example, it will check that it ends with an "*"
and is, therefore, really a prefix.
The Incoming Call Barring service has priority over the Single Number Reach service. In other words, if one of the blocking
rules applies then the call will be blocked and will not be delivered to any telephone.
The Incoming Call Barring service does not have priority over the Manager-Assistant or Call Forwarding (Type: Always) or
Call Forwarding (Type: Schedule) services. If one of these services forwards a call then it will not be blocked.
ORIGINATING IDENTITY PRESENTATION
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With this service you can set, as the receiver of the call, whether or not you receive information on the caller's ID.
1) Set the service status for All numbers or for each number individually


Active - the call will be identified
Inactive - the call is displayed as anonymous
Note: your administrator/manager may decide to block editing of some parts of this service by anyone who is not
an administrator/manager
SINGLE NUMBER REACH
Use the service to choose which telephones will ring when calls come in for the selected numbers. Decide whether all your
telephones should ring simultaneously or sequentially if the ring type is cyclical and what the time interval should be
between ringing different telephones.
1) Choose one of the following from the If they call me to/for section:
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
Any Number - the rule will be applied to all your numbers
User Number - the rule will only be applied to the number(s) of the selected user(s)
2) Select how the telephones will ring in the Ring section:
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Simultaneously - your telephones will all ring at the same time
Sequentially- your telephones will ring in the order set in Selected Telephones
3) If you choose the Sequential option, you will also have to set:
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
Sequence Type:
o Non-Cyclical - if nobody has answered the call, after all the Selected Telephones have rung,
it will be disconnected
o Cyclical - after the last Selected Telephone has rung, the ring will cycle back to the first telephone again
Time before the ring passes to the next phone (seconds) - the time each telephone will ring for, before the ring
moves to the next telephone
4) The My Telephones box shows your a available telephones (these are not normally editable). These can be configured
for this service by dragging them to Selected Telephones. The Selected Telephones box contains those telephones that
will ring when you receive a call at any of the telephones you initially selected.
The Single Number Reach does not have priority over the Manager-Assistant or Call Forwarding (Type: Always) or Call
Forwarding (Type: Schedule) services. If one of these services has been configured to forward a call then this call will be
delivered to the configured telephone. In the same way, the service has priority over the Do Not Disturb, Anonymous
Rejection and Incoming Call Barring services. That is, if one of the forwarding rules set here applies then the call is rejected
and is not delivered to any telephone.
For any numbers for which no configuration is set, calls made to this number will be delivered to the telephone as per the
settings in the My Telephones section on the Start page. If the number is listed in My free numbers, the call will only be
delivered if the number in question is configured in the Manager-Assistant or Call Forwarding (Types: Always and
Schedule) services.
If you do not set any rules for this service, the default configuration for the associated numbers and telephones will be
loaded, as per the information in the My Telephones section on the Start page. You will receive the following warning:
"Default configuration of associated Telephones and Numbers".
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VIP RINGING
Permits users to set up a list of numbers to ring a different alert tone for calls received from those numbers.
1) Choose the ring tone you want for the list of numbers in the Ring with box
2) In the section If they call me to it is possible to set the numbers to which you want to create the list
3) In the of/from section, you can set the ring tones from:
 Number - you can set the target number in the box below
 General Prefix - you can select the target prefix from the list or enter a regular expression in the box below
4) In the Exceptions section, you can set the numbers and/or prefixes for which incoming calls will not have the ring set
previously. The following options are available:
 Number - you can set the target number in the box below
 General Prefix - you can select the target prefix from the list or enter a regular expression in the box below
Notes:
 You cannot repeat rules for a given user number
 Exceptions are only applied to ring tones defined at the same level
 If no ring tone has been set, you cannot set exceptions
 There may be some preset configurations (non-editable). Your administrator and/or manager may have set these
and only they can change them. Such settings have priority over any settings you make.
When you configure prefixes you should enter regular expressions that define the range of numbers to which the rule is to
be applied.
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VOICEMAIL
If any of your lines are equipped with Line Voicemail, use the following instructions.
Setting up your Voicemail box
You will need to set your Voicemail up before using it. Once set-up is complete, your Voicemail will be ready
to receive messages.
Personalizing your Voicemail box
1. From your own phone press the Message button
the voice prompts.
2.
or dial *99. When the automated voice answers, follow
The Voicemail system will ask for your temporary password — which is your 10-digit telephone number. Follow
the voice prompts to change your password.
3. The Voicemail system will then prompt you to select a 4-digit password and to press the # key.
Select a password that is easy to remember, but difficult for someone else to guess. Please note that
your password cannot contain # or *. The Voicemail system will ask you to confirm your password by
pressing the “1” key.
4. The Voicemail system will prompt you to set up your personal preferences including your
personal greeting.
Note: If you forget your password, call Customer Service at 1-855-270-5527
Retrieving Voicemail Messages From your Own Business Phone
1. A blinking red MWI (Message Waiting Indicator) indicates a message is waiting.
2. Press the Message
button to retrieve the message.
3. You will be prompted through the process of message retrieval.
Alternatively, lift the handset of your phone.
1. A stutter dial tone means you have a message(s).
2. From your phone press the Message
button or dial *99 and wait for your Voicemail to answer.
3. Enter your password after the system prompt.
Using any Other Phone
1. Lift the handset of any touch-tone phone and listen for dial tone.
2. Dial your 10-digit phone number.
3. Wait for your call to go into the Voicemail system. You will hear your Voicemail greeting.
4. Press the * key. If the Voicemail is on a Hunt Group, any line in that Hunt Group can retrieve a
message by dialing *99 plus the Hunt Group pilot number (first line).
5. Enter your password.
The Voicemail system will tell you how many new Voicemail messages you have and play them.
Voicemail Notifications
This service enables forwarding to the user’s phone(s) any voicemail notification sent by the Voice Mail System (VMS).
1) Set the service status for All numbers or for each number individually
 Active - receive voicemail notifications;
 Inactive - don't receive voicemail notifications
Note: your administrator/manager may decide to block editing of some parts of this service by anyone who is not an
administrator/manager.
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2.4 OTHER SERVICES
3-WAY CALLING
Assuming that you are already in a conversation and wish to bring a third party together in a 3-way conference.
1) Press conference button
to bring up the conference dialing screen.
2) Dial the third party number followed by SEND button
3) When the call is established to the third party, press the “ConfCall” soft key to initiate 3-way conference.
Cancel a Conference Call:
1) Press “Kick” soft key in conference dialing screen to remove a party and resume a two-way conversation.
2) Using the ARROW buttons, select the party to remove and then press the round button in the middle of the ARROW
buttons.
Hold The Conference:
1) Press the hold button
2) Press hold button
to hold the conference call with all parties on hold;
to resume conference call; or select a blinking LINE to speak with one party.
End The Conference:
The conference will be terminated for all three parties if the conference initiator hangs up or presses “EndCall” key.
Notes: You may use 3-Way Calling to add another person, no matter who placed the first call. However,
when you hang up the other two people will also disconnect. When the 3-Way call includes long
distance, you pay only for the call(s) you make. Call Waiting does not work during a 3-Way call.
ATTENDANT CONSOLE
The Attendant Console is a Web console, accessible through authentication, which provides for an operator
or receptionist to control all the calls for an organization– such as answer, transfer, hold, resume – as well as monitor a list
of internal contacts.
Access to the console is through a link available in the User or Admin portal or directly through the link to access the
service.
Navigation
The home screen is divided into four main areas:
• incoming calls
• active call
• call waiting and call history
• corporate and personal contacts and monitoring numbers
In the top menu bar are the following:
• Console state
• Online – when there is a connection with the service and the call between the service
“Attendant Console” and the user terminal is established
• Terminal – when there is a connection with the service but the call between the service
“Operator Console” and the user terminal is not established
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• Offline – when there is no connection to the service
• User State
• Access to the console settings
• Do Not Disturb and Call Forwarding Unconditional are configured directly in the Operator Console
• Access help information
• Log Off
Authentication
You only need to authenticate once to access or terminate either the User Portal or Operator Console.
To end a session in the Operator Console, click on the top left corner of the screen.
Console Use
After logging in, the application a call is triggered to the terminal that is configured for use with the service “Operator
Console”. The call must be answered to the console over state “Terminal” to the status “Online”, so you have full access to
the services of the console.
Whenever a call is disconnected, the console assumes the status “Terminal”. Calls currently managed on the console are
delivered sequentially on the operator in order of arrival, allowing you to work uninterrupted.
You can replace the console in the “Online” at any time, which triggers a new call to the terminal operator.
States of Calls
Calls on the console are shown in the following states:
• In conversation
• On hold
• Attempting to connect
• Trying to put on hold
• Attempting to transfer
• Attempting forward
• Trying to finish
Incoming Calls
A new incoming call is represented by the number of the caller, the contact’s name (if known) and the call ring time.
Options available on incoming calls
The actions available for incoming calls are:
• Answer call
• Reject call
Call Hold
A call on hold is represented by the calling number, the contact’s name (if known), the talk time and on-hold time. The
actions available on a waiting call are as follows:
• Resume call
• End the call
• Transfer to the active call, only available when a call conversation is on the screen
• Transfer to a call on hold, only available when there is at least one call on hold
• Transfer the call to a number/contact
Active Call
The available actions on the active call are as follows:
• Put a call on hold
• End the call
• Mute or unmute the call
• Transfer to a call on hold, only available when there is at least one call on hold
• Transfer the call to a number/contact – you can search for a contact from the contact list or manually enter the number
Make a New Call
A new call can be initiated in several ways:
• From the screen using ‘Redial’, in the area of active call
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• From the contact list
• From the detail of a contact
• From the call history
• From the monitored numbers
Call History
Incoming and outgoing calls from the console are displayed on the home screen. Each telephone number’s
call history is represented by the type of call, the number of source and destination of the call, the contact’s
name (if known), the date of the call and its duration.
Contacts Monitored
Monitored contacts are corporate contact numbers marked contacts to monitor in the Portal. For each of these numbers
state numbers is displayed in accordance with the Busy Lamp Field service.
There are two ways to query the monitored contacts:
• Through the tab “My contacts monitored”
• Through the button “Launch pop up monitored”
BUSY LAMP FIELD
This service provides for the display of other extensions’ status on the phone. Allowed status subscription indicates if the
user can use his phone to add his status.
Configure the Busy Lamp Field service at the “When my state is subscribed” section in the following way:
1) Choose one of the following options from the Consider to ringing/busy state section:


All Phones - the rule (active/inactive) defined in the table will be applied to all your phones;
Phone to Phone - it is possible the define one rule (active/inactive) for each phone.
2) Define the rule in the table (to all the phones or to each phone individually):


Active - it is possible to subscribe the phone state;
Inactive - it is not possible to subscribe the phone state.
3) In the Consider busy when you can define the algorithm to apply in the busy state definition:


At least one phone busy - if one of the phones defined as active is busy, the number state will be busy;
All phones busy - all of the phones defined as active must be busy in order to the number state be busy.
Note: your administrator/manager may decide to block editing of some parts of this service by anyone who is not
an administrator/manager.
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CALL FORWARD - REMOTE ACCESS
You will be assigned a default PIN code to use with RACF. The default PIN for RACF is the last four digits of your telephone
number. The PIN must be changed from your phone prior to the first use of RACF.
To set up your PIN (must be completed from the phone to which the number is assigned):
1.
2.
3.
4.
5.
6.
Lift the handset.
Dial *98.
When prompted to enter your PIN code, dial your default PIN code, followed by “#”
When prompted to enter new PIN code, enter a new 4 digit PIN code, followed by “#”
When prompted to re-enter new PIN code, re-enter the new PIN code, followed by “#”
Listen for confirmation announcement, then, hang up.
You may now use the global access numbers depending on your location.
To forward your calls
1. Dial the Remote Access to Call Forwarding phone number 844-843-5131.
2. Dial your 10-digit telephone number. Then press #.
3. Enter your PIN. Then press #.
4. Press 1 for Call Forward Activation
5. Dial the “forward-to” number, including 1 + area code if required, and press #.
6. After the “forward-to” number is read back, press 1 to confirm.
To cancel Call Forwarding
1.
2.
3.
4.
Dial the Remote Access to Call Forwarding phone number 844-843-5131.
Dial your 10-digit telephone number. Then press #.
Enter your PIN. Then press #.
Press 2 for Call Forward Deactivation
When you are using Remote Access to Call Forwarding, you have three chances per call to enter your phone number and
PIN. If you make an error on the third try, you will be disconnected. Just hang up and try again.
To change your PIN (must be completed from the phone to which the number is assigned)
1. Dial *98
2. When prompted to enter your PIN code, dial your current PIN code, followed by “#”
3. When prompted to enter new PIN code, enter a new 4 digit PIN code, followed by “#”
4. When prompted to re-enter new PIN code, re-enter new PIN code, followed by “#”
5. Listen for confirmation announcement, then hang up.
If you forget your PIN, call 1-855-270-5527
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CALL PULL
This service lets the user transfer (or “pick up”) an ongoing call (i.e., in conversation) to another phone, belonging to the
same user, with continuing media.
Configure your Call Pull service in the following way:
1) Select one of the options:


All my telephones - the rule set in the table will be applied to all your telephones
Phone to Phone - you can set a rule for each telephone
2) Set the configuration in the table (for all your telephones or for each telephone individually):


Inactive - it is not possible to transfer the ongoing call through the service, that is, pick up the ongoing call from
this phone to another one or pick up the ongoing call from another phone to this one;
Active- any call can be transfer/pick up through the service to and from the phone.
Note
your administrator/manager may decide to block editing of some parts of this service by anyone who is not
an administrator/manager.
This service is not allowed if more than one call it is active
CALL TRANSFER
The Call Transfer service transfers both made and received calls.
The Call Transfer Service must be Active in the portal.
If you are in a call and wish to transfer the call to another party
Blind Transfer:
1. Press “Transfer” soft key.
2. Dial the number and press the “blind Transfer” soft key (or the Send button
call.
to complete transfer of active
Attended Transfer:
1. Press an idle line key to make a new call and the active LINE will be placed on hold automatically.
2. Once the call is established, press transfer button followed by the LINE button of the held line
to transfer the call.
3. After the call is transferred, phone will display idle screen.
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CONFERENCE CALLING – AD HOC
You can use this service to create a conference call in which you add on each individual participant one at a time until all
participants are connected.
Your seat will have one of the following statuses
 Active - it's possible to create conferences
 Inactive - it's not possible to create conferences
To establish a conference call
1) Dial the phone number of the first conference call participant and wait until answered
2)
3)
4)
5)
Press the CONFERENCE button
to bring up the conference dialing screen
Dial the next party’s number followed by the SEND button
or press the “Dial” soft key
Dial the next party’s number followed by the SEND button
or press the “Dial” soft key
And so on until all participants are joined to the call and then press the Conference Call” soft key.
Put the conference call on hold
1) Press the Hold Button
to put all participants on hold
2) Press the Hold Button
again (or press the “ReConf” soft key to resume the conference call
Remove a participant
1) Press the “Kick” soft key in the conference dialing screen to remove a party
End the conference
Conference initiator hangs up or presses the “EndCall” soft key
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CONFERENCE CALLING – MEET ME
Conference Calling – Meet Me called GlobalMeet™ Audio is an optional service.
If your organization has this option, ask your administrator for information about how to access and use the service.
It provides:
• Service for up to 300 participants
• Permanent dial-in number and pass code
• Unique passcodes for hosts and guests to access and control the quality of the meeting
• Mute/unmute capabilities and volume controls
• 24/7 operator assistance
• Record at the touch of a button
• Online account management to view meeting reports and access recordings
• Meeting reports emailed to host after each conference call
To schedule a meet-me conference call, email all participants the time, date , call-in conference bridge phone number and
the Participant Passcode for the call. The Participant Passcode is the same as your moderator Passcode minus the last
digit of your Moderator Passcode.
To conduct a scheduled meet-me conference call, dial 888-757-2790. Enter the 7-digit Passcode provided to you by your
organization’s administrator and follow the voice prompts.
GlobalMeet™ Audio star commands may be activated during an audio conference by dialing the proper code on your
touch-tone telephone
All Participants:
• Press *1 to hear a help menu.
• Press *0 to reach an operator.
• Press *6 to mute or "un-mute" line.
• Press *4 to increase conference volume.
• Press *7 to decrease conference volume.
• Press *5 to increase your voice volume.
• Press *8 to decrease your voice volume
Host Features: Host must enter the Conference with their Host Code
• Press *91 to hear a participant count.
• Press *92 to hear a roll call of participants.
• Press *93 to disconnect all participant lines.
• Press *94 to lock or unlock conference.
• Press *96 to mute all participant lines.
• Press *97 to un-mute all participant lines.
• Press *21 to activate Sub conferencing.
• Press *22 to initiate record and playback (*22 to pause/stop).
• Press *31 to turn Conference Security Code on/off.
• Press *32 to enable a Conference Introduction.
• Press *38 to extend a meeting without disconnecting guests
• Press *39 to turn Entry & Exit Tones Off
• NOTE: Some cell phones, SKYPE phones, (or other Voice over IP (VoIP) phones) or international phone systems
might not generate the proper tone to activate Star Commands.
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DIRECT CALL PICKUP
This service provides for call pickup of ringing phones by using the service access code followed by the extension of the
user to pick up, as long as both users belong to the same call pickup group. If the user doesn’t belong to any group, the
user can pick up a call from another user that doesn’t belong to another group. This service is divided in two sections.


Listing of the user groups, with the following information:
o Name - name given to the Direct Call Pickup group
o Users - users belonging to the group, that is, those who can pick up calls and for whom calls are picked
up
Configuration of the phones on which the user wants to enable Direct Call Pickup
To pick up a ringing phone in your pickup group, Dial *12 and then dial the extension number of the ringing phone.
GROUP CALL PICKUP
This service lets you to pick up a ringing call at another user’s number, provided you both belong to the same pickup
group. This service is look up only. The following information is available:




Name - name given to the Group Call Pickup
Call Type - sets which call will be picked up when there is more than one simultaneous call within the group
o Most recent call - if more than one call is ringing, the most recent one is picked up
o Oldest call - if more than one call is ringing, the oldest one is picked up
Users - users belonging to the group, that is, those who can pick up calls and for whom calls are picked up
Numbers - the numbers for each user that can be call picked up
To pick up a ringing phone in your pickup group, Dial *11.
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HUNT GROUP
Use this service to distribute calls to multiple destinations, based on different types of function. This service is look up
only. The following information is available:





Name - name of the Hunt Group
Incoming numbers - numbers used to contact the Hunt Group
Members - numbers to which calls coming into the Hunt Group will be forwarded
Type - the way in which calls will be handed off to members (in the case of sequential types, information on the
number of cycles to be run may be displayed If it is not, then after all numbers have been rung whatever action
is described in Forward is carried out)
o Simultaneously - the call is simultaneously delivered/delivered in parallel to all members
o Random Sequence - the call is randomly delivered to one member at a time
o Fixed Sequence - the call is delivered to one member at a time, in the order shown
o Changed Sequence - the call is delivered to one member at a time, in the order shown. Once the call to
the Hunt Group is over, the answering order is altered with the member in first place moving down to last
place.
o Sequential by Member - the call is delivered to one member at a time, in an order based on the number
of Hunt Group calls each member has answered. The member with the fewest calls answered will be
in first place.
Forward - the call is forwarded to the indicated number according to the following possibilities:
o Not applicable - no forwarding takes place
o If no one answers - the call is forwarded if it rings at all members but no one answers it
o If all busy - the call is forwarded if it is delivered to all members but they are all busy
o If Delivery fails - the call is forwarded if delivery to the various members fails
Note: if forwarding is set it takes place at the end of the first cycle, irrespective of whether the Hunt Group is configured to
permit a higher number of cycles per call.
LAST NUMBER REDIAL
To redial the last number dialed, lift the handset or push the speaker button
button
on your phone or press the “Redial” soft key.
28
and then press the SEND/REDIAL
MANAGER/ASSISTANT
Use this service to forward calls to your assistant(s). Configure one or more Schedule rules and one Off-Schedule rule for
each call forwarding configuration.
Configure your Manager/Assistant service in the following way:
1.
Description – configured Manager/Assistant description.
2. Choose one of the following from the If they call me on box:
Any Number – the rule will be applied to all your numbers
User Number – the rule will only be applied to the number(s) of the selected user(s)
3. State – if the configuration is active, then the rule applicability is used. Otherwise the
rule is ignored.
4. In the Exceptions section, set numbers and/or prefixes from which calls will not be forwarded.
The following options are available:
Number – set the target number in the box below
General Prefix – select the target prefix from the list or enter a regular expression in the box below
Notes: The Blocking of Incoming Calls service has priority over the Single Number Reach service. In other words, if one of
the blocking rules applies, the call will be blocked and will not be delivered to any telephone. The Blocking of Incoming Calls
service does not have priority over the Manager/Assistant, Call Forwarding (Always) or Call Forwarding (Schedule) services.
If one of these services forwards a call, it will not be blocked.
If there are no schedule rules configured, the forwarding’s type is “No schedules defined”, and there can be different
configurations (always, if busy, if not answered, if not available). By clicking on “Set Schedules”, it becomes possible to
configure one or more Schedule rules and one Off-Schedule rule. In an off-schedule rule, define the behavior when none
of the off-schedule rules applies. An off-schedule rule can have different configurations (always, if busy, if not answered, if
not available).
In a schedule rule configure the following options:
1. Choose the Schedule Menu name.
2. On Schedule tab, define a schedule:
Rule Validity – start and end dates, or always
Rule applicability – weekday (Monday to Sunday, holidays) and the hour range to apply in each day
Set the number(s) calls should be forwarded to in the Forward to an internal number section. Only the
organization’s internal numbers will be accepted.
Notes: You cannot configure the same assistant for the same manager with different forward rules.
Exceptions are only applied to Manager/Assistant at the same level. If no Manager/Assistant has been set, you cannot set
exceptions. There may be some non-editable preset configurations. Your administrator and/or manager may have set
these and only they can change them. Such settings have priority over any settings you make. The schedules are applied
according to the number’s region time zone (the number configured on “if they call me to/for”). If the number has no
associated region, then the organization time zone applies. When you configure prefixes enter regular expressions that
define the range of numbers to which the rule is to be applied.
The Manager/Assistant service has priority over the Single Number Reach service. In other words, if one of the forwarding
rules set applies, the call will be forwarded and will not be delivered to the telephone.
In the same way, the service has priority over the Call Forwarding service. If one of the forwarding rules set here applies,
the call will be not be forwarded according to the Call Forwarding rule but will be forwarded according to the
Manager/Assistant rule. In a similar fashion, the service has priority over the Do Not Disturb, Anonymous Rejection and
29
Incoming Call Blocking services. That is, if one of the forwarding rules set applies, then the call is forwarded and is not
rejected.
If the Outgoing Call Blocking service is configured for the manager, the call will not be made. This is in accordance with
configuration set in the Outgoing Call Blocking service.
Single Number Reach does not have priority over the Manager/Assistant or Call Forwarding (Always) or Call Forwarding
(Schedule) services. If one of these services has been configured to forward a call then, this call will be delivered to the
configured telephone. In the same way, the service has priority over the Do Not Disturb, Anonymous Rejection and
Incoming Call Blocking services. That is, if one of the forwarding rules set here applies then the call is rejected and is not
delivered to any telephone.
For any numbers for which no configuration is set, calls made to this number will be delivered to the telephone as per the
settings in the My Telephones section on the Start page.
If you do not set any rules for this service, the default configuration for the associated numbers and telephones will be
loaded per the information in the My Telephones section on the Start page. You will receive the following message,
“Default configuration of associated Telephones and Numbers”.
MUSIC ON HOLD
Use this service to activate or deactivate the playing of music when you put calls on hold.
Configure your Call Hold Music service in the following way:
1) Set whether or not the service is active in the Music on Hold field:


Active - the person called will hear the music when the call is put on hold by the caller
Inactive - when the call is put on hold, no music is played to the called destination
2) If the service has been activated in the previous step, select the item to play, while the call is on hold, from the Music
box. If the service is inactive, this field will not be shown.
Note: your administrator/manager may decide to block editing of this service by anyone who is not
an administrator/manager.
PAGING - INTERCOM
Enables a user to dial a code that is assigned to another phone and will immediately connect the caller to the other phone
without ringing it and speak to the called party over the phone’s speaker or over the handset.
A button is programmed on the phone (or the optional expansion module if available) with the number to be paged. The
button is pushed by the caller to establish the intercom page.
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PAGING - OVERHEAD
Enables a user to dial an on-net number that is assigned to a single paging-enabled device responsible for broadcasting a
real-time audio (vocal page) to all connected speakers.
Dial the number assigned to the overhead paging system and make your announcement.
Your specific overhead paging system may require the entry of additional digits (for example to access specific paging
zones) after you are connected to the system.
PRE-ANSWER
The Pre-Answering service answers the call by playing an announcement before delivering it to the
destination (user number). This service is look-up only. The following information is available:





Name - name of the Pre-Answering option
Pre-Answer Number - the number contacting Pre-Answering
Pre-Answering Destination - the number to which calls coming in to Pre-Answering are then forwarded
Announcement - announcement that is heard by anyone contacting Pre-Answering
After Announcement - forwarding to the Pre-Answering destination
SHARED VIRTUAL FAX
This service is for sending and receiving faxes using your email instead of a fax machine.
This service is look up only. The following information is available:






Number - incoming/outgoing number (contact number used for receiving a virtual fax and the number shown
when a fax is sent)
Format - format of the email annex used in receiving email faxes. There are 2 possible formats:
o tiff
o pdf
Description - descriptive name for the fax
Email(s) for sending faxes - email accounts that faxes can be sent from, identified with the Virtual Fax account
number
Email(s) for Fax reception - email accounts that faxes can be received at, sent to the Virtual Fax account number
To send a fax, send an email to <num_destination>@<domain>. You will receive a delivery report indicating
success or failure.
Multiple annexs can be attached to a single fax. The following file formats are supported for annexs.
o

'.tif', '.ps', '.pdf', '.doc', '.xls', '.ppt', '.txt', '.html', '.docx', '.xlsx', '.ppt', '.pptx'.
Received faxes are deposited in your email account.
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UNIVERSAL COMMUNICATIONS SOFT CLIENT
Calls can be made from your desktop or laptop computer using the Business Hosted Voice softphone.
UC Desktop configuration (for Windows and Mac OS) is implemented as a WebRTC endpoint, running on a WebRTC
compliant browser.
The following browsers are supported:
• Chrome
• Firefox
The softphone is provided with each Business Seat.
Access the Softphone by going to https://mobile.businesshostedvoice.com/login
To dial a call, click on or press the corresponding number and then click the send button
To answer a call, click the send button
Ensure that your speaker and microphone are unmuted as necessary on your computer.
Click on
to open the dial pad.
Click on
to open a list of calls made and received and their time of call and duration.
Information about the Softphone is available by clicking on the Menu icon
.
WAITING QUEUE
The Waiting Queue service is used to organize calls into a queue. Callers will hear the configured announcement until their
call is answered (by your number). If the queue has reached its maximum size, further calls are rejected, after hearing the
announcement.
This service is look up only. The following information is available:






Name - name of the call queue
Incoming Numbers - incoming numbers sent to the call queue
Destination No. - number to which calls entering the queue will be forwarded
Max. No. Calls - maximum number of calls that can be waiting and be listening to music while waiting to be
answered by the destination
Entry Announcement - announcement that will be heard by anyone calling one of the incoming numbers, when
this number is busy
Queue Full Announcement - announcement heard by anyone calling one of the incoming numbers, when the
Waiting queue has reached the Maximum Number of Calls.
Note: when looking up the calls made to a Waiting queue, the recorded time refers to the incoming call to the queue and
not the call sent to the destination from the queue.
32
2.5 MY CALLS
CALLS LIST
On this page view the list of voice and fax calls both sent and received. This service is not allowed if more than one call it is
active. Before making any search, you must first select the time period. The calls list is organized into the following tabs:
Calls Made – list of calls made by users
Answered Calls – list of calls received by users
Missed Calls – list of calls received but not answered by users of the selected organization
Note: Your administrator and/or manager may decide to block editing of some parts of this service.
OUTGOING CALLS
The fields displayed in the list of calls made offer the following information:
 Start Date – date and time at which the call started
 Ring Time – the approximate time for which the call was ringing
 Duration – call duration
 End Date – date and time at which the call ended
 Time zone – call time zone
 Origin – number used to make the call
 Destination – number the call was made to
 Final Destination – indicates the final destination for the call. For example, if the call was forwarded,
the number it was forwarded to is displayed.
Destination Category – if the call is:
 Intra-Access – between an origin and destination with the same access
 Inter-Access – between an origin and destination with different organization accesses
 External – to a destination outside the organization
 Service – indicates the service used in the call
 Origin Telephone – the telephone used to make the call
 Cost – cost of the call in dollars (not displayed for calls that are not answered)
 Routing Type – indicates the routing service or type, if applied to the call
 Answered – indicates whether or not the call was answered at the destination
 Telephone Type – the origin telephone type
 Call Identification – unique call identifier
 Identification of a forwarded call – for correlating the records of the call received and the call made (forwarded)
in the context of a single call
Classification of Destination – indicates the call destination type:
 VIRTUAL ON NET – destination is a Virtual Member of the organization, contacted using the short number
 ON NET – destination is an organization short number
 FORCED ON NET – destination is an organization long number
 OFF NET – destination is external to the organization
 Call type – indicates whether the call went to the destination or if it was forwarded
 Forwarding Route – destinations contacted in a forwarded call
 Recorded call – if the call has been recorded the following actions are available:
 Download – for downloading the call recording as a file
 Delete – for deleting the record of the call having been recorded but retaining the call record
33
ANSWERED CALLS
The fields displayed in the list of calls received offer the following information:
 Start Date – date and time at which the call started
 Ring Time – the approximate time for which the call was ringing before being answered
 Duration – call duration
 End Date – date and time at which the call ended
 Time zone – call time zone
 Origin – number from which the call was made
 Destination – number at which the call was received
 Final Destination – indicates the final destination (number/telephone) for the call. For example, if the call was
forwarded, the number it was forwarded to is displayed.
 Service – indicates the service used in the call
 Cost – cost of the call in dollars (not displayed for calls that are not answered)
 Routing Type – indicates the routing service or type, if applied to the call
 Path in Hunt Group – indicates the path the call took in the Hunt Group before being answered
 Call Waiting Time – indicates the time the call spent in the call waiting queue before being answered
 Telephone Type – type of telephone that answered the call, if applicable
 Call Identification – unique call identifier
 Identification of a forwarded call – for correlating the records of the call received and the call made
 (forwarded) in the context of a single call
 Recorded call – if the call has been recorded the following actions are available:
 Download – for downloading the call recording as a file
 Delete – for deleting the record of the call having been recorded but retaining the call record
MISSED CALLS
The fields displayed in the list of calls that are not answered include the following information:
 Start Date – date and time at which the call started
 Ring Time – the approximate time for which the call was ringing before being terminated
 End Date – date and time at which the call ended
 Time zone – call time zone
 Origin – number from which the call was made
 Destination – number at which the call was received
 Final Destination – indicates the final destination (number/telephone) for the call. For example, if the
 call was forwarded, the number it was forwarded to is displayed.
 Service – indicates the service used in the call
 Routing Type – indicates the routing service or type, if applied to the call
 Path in Hunt Group – indicates the path the call took in the Hunt Group before being answered
 Call Waiting Time – indicates the time the call spent in the call waiting queue before being answered
 Telephone Type – type of telephone contacted, if applicable
 Call Identification – unique call identifier
 Identification of a forwarded call – for correlating the records of the call received and the call made (forwarded)
in the context of a single call
 Lost Call Reason – indicates the reason that the call was not answered: busy destination, call picked up or not
answered in a time limit
The Search options are as follows:
Set Time Interval – text boxes for inputting the start and finish dates for the search
Search – any change to the above-mentioned search fields is not automatically reflected in the display table. Click on this
button to update the records.
Type of Information to show – selection box for choosing the Basic/Premium display type
Delete Recordings – you may select one or more recorded calls for deletion
Clear Search – clears the filters for the fields in the table and refreshes to a display of the search fields mentioned above
Page Navigator – for choosing which page you want to see, with shortcuts to the First/Last and
Previous/Next pages
34
Export to File – for exporting the current search results and filters to a file and send it by email to the user
Number of Objects per page – for selecting the number of records to display per page (25, 50, 100 or 200)
The results may be filtered by any of the fields in the table, so that relevant results can be filtered in. There four types of
search:
Text search – for searching by key words, the wild cards “!” and “*” “<” “>”may be used, the latter two only in number or
time fields
Search by selection – one or more of the displayed choices may be selected
Time search – for searching for values (seconds) or time in the format hours:minutes:seconds (equal to). The symbols “<”,
“>” and “!” may also be used. Examples: >30:59:59 or !10
Search for numerical values – for searching by values (equal to). The symbols “<”, “>” and “!” may also be used
If you want to order the display information, click on the corresponding column. The icon will appear in the column, for
you to choose an ascending or descending order.
2.6 MY PROFILES
Use this page to access and manage a list of all your profiles. Here, you can create, delete, edit name, manage profile,
activate a profile and see an overview of all configurations. To change the name of a Profile, just edit it and then click on
“Save”.
To add a new Profile, click on +. This will insert a new line for you to enter the name of the new profile and set whether or
not the profile is active. To finalize the creation of the new profile, click on “Save”. To delete an existing profile, just click
the x on the line of the target profile. To finalize deletion of the selected profile(s), click on “Save”.
The Manage Profile option lets you configure the services in a profile that is currently inactive. In services common to all
profiles, changes made to one of the profiles are automatically made in all of them.
The See all Configurations option brings up an overview of all configurations.
2.7 MY CONTACTS
PERSONAL CONTACTS
The Personal Contacts page lists personal contacts. You may take the following actions:
• Search contacts
• Add contacts
• Delete contacts
• Edit contacts
• Make a call to a contact via the portal (commonly known as click-to-call). Upon clicking, you will be asked to select
the telephone that is to receive the call.
• Send an email to a contact via the tool used in your operating system for sending emails
When you create a new profile, it takes on the configurations of the Single Number Reach and Outgoing Numbers for the
active profile (where these services are available to you). Profiles can only be deleted when they are not active. There are
services common to all profiles (such as Personal Speed Dial). When you edit such a service you will see the message:
“Service shared by all profiles”.
Notes: In click-to-call, if the terminal of origin is a Business Hosted Voice device and has call forwarding configured, the
forwarding doesn’t occur. However, if the terminal of origin is mobile and as call forwarding configured within the
terminal, the call forwarding occurs.
35
CORPORATE CONTACTS
The Corporate Contacts page lists corporate contacts of the following types:
• Internal Corporate Contacts: users of the Organization, including info of their numbers and e-mail
• External Corporate Contacts: contacts who are external to the organization, available if organization has service
“External Corporate Contacts”
• Corporate Speed Dial codes: corporate speed dials codes, listed if organization has the service “Corporate
Speed Dial”
You may take the following actions:
• Search contacts
• Make a call to a contact via the portal (commonly known as click-to-call). Upon clicking, you will be asked to select
the telephone that is to receive the call
• Send an email to a contact via the tool used in your operating system for sending emails
Notes: In click-to-call, if the terminal of origin is Business Hosted Voice device and has call forwarding configured, the
forwarding doesn’t occur. However, if the terminal of origin is mobile and has call forwarding configured within the
terminal, the call forwarding occurs.
36
2.8 MOBILE AND TABLET APPLICATION
The service provides an app for mobile and tablet use of Business Hosted Voice.
The app is implemented as a WebRTC endpoint, running as a hybrid native iOS and Android app.
The app is supported on the following mobile platforms. Call customer service to confirm current versions supported.
• iOS
• Android
Tablet configuration is supported in the following mobile platforms:
• Android
• iOS
MOBILE APP
To download the mobile app go to the App Store for iOS devices or to Google Play for Android devices, search for
“Business Hosted Voice” and download the app. You will need your Business Hosted voice user name and password to
access the app.
When the app is downloaded you may open the app and dial and receive calls on it as well as perform other functions..
Ensure that the actuation slider button in the top right corner of the app screen is moved to the right and the button is
highlighted in green.
To dial a call, click on or press the corresponding number and then click the send button
To answer a call, click the send button
Ensure that your speaker and microphone are unmuted as necessary on your mobile device.
Click on
Click on
Click on
to open the dial pad.
to open the contacts list.
to open a list of calls made and received and their time of call and duration.
37
3 OTHER INFORMATION
DIRECTORY ASSISTANCE — DIAL 411
If you need to contact directory assistance to get a local or long distance phone number, dial 411. There is an additional
charge incurred for making this call. For current pricing, please call customer service at 1-800-490-9604.
INTERNATIONAL LONG DISTANCE RATES
International rates vary based on the call destination. For current international pricing visit
www.suddenlinkbusiness.com
BILLING INFORMATION
If you have any questions regarding your monthly billing statement, please call customer service.
All prices are subject to change.
38
4 TELEPHONE SETS
PREMIUM PHONE GPX2140
The GXP2140 supports 4 lines, includes Gbps ports and is compatible with the GXP2200 LCD extension module (GXP2200
EXT) making it ideal for receptionists and users who handle high call volumes. The GXP2140 includes HD audio, a 4.3 inch
color screen, and built-in Bluetooth supports use of Bluetooth headsets.
STANDARD PHONE GPX1620
The GXP1620 is a 2-line IP phone that includes 3-way conferencing. A backlit LCD screen creates a clear display for easy
viewing. Additional features such as dual-switched 10/100 Mbps ports, HD audio, multi-language support, programmable
soft keys.
USING THE HEADSET OR SPEAKER
1) Use the Speaker button
to turn speaker
ON/OFF.
Multiple Incoming Calls:
1) When there is a call waiting, you will hear a Call
Waiting tone.
2) Use the Headset button
to use a headset
once one has been connected.
2) The next available line will flash red.
3) Answer the incoming call by pressing its
corresponding LINE button.
MAKING A CALL
1) Take Handset/Headset off-hook or press Speaker
button or an available LINE key (activates
speakerphone).
4) The current call will be put on hold.
5) Toggle between the calls using LINE button.
2) The line will have dial tone and the corresponding
line’s LED will turn green.
ENDING A CALL
End a call by pressing the “EndCall” soft key or hang
up the phone.
3) If you wish, select another LINE key.
4) Enter the phone number.
Phone number may be entered (and corrections
made with “Backspace” soft key) before taking
handset/headset off-hook
CALL HOLD/RESUME
1) Hold: Place a call on “hold” by pressing the hold
5) Press the SEND button
soft key.
2) Resume: Resume call by pressing the
corresponding blinking LINE or by pressing the HOLD
button
again.
button
or press the “DIAL”
REDIAL
1) Take the phone off-hook.
2) Press the SEND button
“REDIAL” soft key.
ANSWERING CALLS
Single Incoming Call:
.
CALL TRANSFER
If you are in a call and wish to transfer the call to
another party.
or press the
Blind Transfer:
1) Press transfer button
1) Answer call by lifting Handset/Headset or pressing
SPEAKER or by pressing the corresponding account
LINE button.
.
2) To complete transfer of active call. dial the
number and press the send button
or the
“Blind Transfer” soft key.
39
Attended Transfer:
The conference will be terminated for all three
parties if the conference initiator hangs up or
presses “EndCall” key.
1) Press an idle line key to make a new call and the
active LINE will be placed on hold automatically.
VOICEMAIL MESSAGE
A blinking red MWI (Message Waiting Indicator)
indicates a message is waiting.
2) Once the call is established, press transfer button
followed by the blinking LINE button of the
held line to transfer the call.
Press the Message button
to retrieve the
message. You will be prompted through the process
of message retrieval.
3) After the call is transferred, phone will display idle
screen.
3-WAY CALLING
Assuming that you are already in a conversation and
wish to bring a third party together in a 3-way
conference.
1) Press conference button
conference dialing screen.
MUTE/UNMUTE
1) Press the MUTE button
the microphone.
to mute/unmute
2) The Mute icon
indicates whether the
microphone is muted.
to bring up the
2) Dial the third party number followed by SEND
button
VOLUME ADJUSTMENTS
Use the volume button
volume when the phone is idle.
3) When the call is established to the third party,
press the “ConfCall” soft key to initiate 3-way
conference.
Press the volume button during an active call to
adjust the call volume.
4) To re-establish a 3 way call after putting one party
on hold to consult privately with the other party,
press conference button and the select the other
blinking LINE.
Cancel a Conference Call:
1) Press “Kick” soft key in conference dialing screen
to remove a party and resume a two-way
conversation.
2) Using the ARROW buttons, select the party to
remove and then press the round button in the
middle of the ARROW buttons.
Hold The Conference:
1) Press the hold button
to hold the
conference call with all parties on hold;
2) Press hold button
again to resume
conference call; or select a blinking LINE to speak
with one party.
End The Conference
40
to adjust the ring
EXPANSION MODULE GXP2200EXT
Up to four expansion modules may be added to a GXP2140 premium phone
To set up buttons on the Expansion Module, press the middle button between the arrow buttons on your phone.
Use the arrow keys to scroll to the “Preference” icon on the screen .
Hold the selected button on the Expansion Module for 5 seconds.
Use arrow key select the desired “Mode”.
Use the arrow key to select the desired Account telephone number.
Type in any Description you want using letters on the keys of the dial pad. Continue pushing the key until the
desired letter is selected.
Wait 3 seconds at the end of an entry.
Enter the phone number or code desired in the “Value” field.
Press “Save” soft key to save setting.
Press the button you are setting on the Expansion Module to activate the function.
41
Conference Phone
POLYCOM SOUNDSTATION® IP 6000
INSTALLATION
To install the SoundStation IP 6000, plug one end of
the network cable into the network port on the
bottom of the SoundStation IP 6000 console, and
plug the other end of the network cable into your
data port with PoE.
Exit Key
Soft Keys
Call Key
Dialing Keypad
Navigation
Keys
Microphone
Mute
Volume
Up/Down
Keys
Select Key
EXTERNAL MICROPHONES
Connect external microphones (optional
accessories). A maximum of one set of two
microphones may be connected.
STARTUP
After it has been connected to the network, the
SoundStation IP 6000 automatically powers up via
Power over Ethernet (PoE) and begins a process of
establishing itself on the network.
SERVICES
Speaker
Microphone
Microphone
LED Indicator
LED Indicator
Keypad
LED Indicator
Microphone
Graphic
LCD Display
Menu Key
For more information, refer to the SoundStation IP
6000 User Guide, available online at:
http://support.polycom.com
42
ADMINISTRATOR
43
These Administrator instructions pertain to the Business Hosted Voice Administrator’s Self Care
portal and pages within that portal.
The Business Hosted Voice Administrator’s Self Care portal provides the capability for your
organization’s administrator of Business Hosted Voice service to manage that service.
GENERAL
Corporate Contacts
The Corporate Contacts page lists the following corporate contacts types:



Internal Corporate Contacts: users of the Organization, including info of their numbers and e-mail
External Corporate Contacts: contacts that are external to the organization, available if organization has
service "External Corporate Contacts"
Corporate Speed Dial codes: corporate speed dials codes, listed if organization has the service "Corporate
Speed Dial"
You may take the following actions:



Search contacts
Import external contacts from file
Export contacts to file
This section details the contacts for the organization's users, as shown in the following figure. The contact type is
shown on the top right corner of the contact panel.
The option on the left "Add new external contact" will show a form to create a new external contact for the
Organization:


Name
o
the name to identify the external contact. Must be unique within the Organizations' external
contacts
description + number/e-mail
o for each external contact is possible to add one or more contact numbers and e-mails
o each number or e-mail must have a description (for example: home, work, mobile, personal)
44
The Save link will create the new external contact and save any changes made to the opened contact.
To add more numbers or e-mails to the external contact there is a link Add Information.
The Delete option will delete the external contact, or only the chosen number/e-mail.
When trying to delete an External Contact, the user will be prompted to confirm the removal of the contact.
Contacts Upload
The system allows the management of the Organizations' External Corporate Contacts by the upload of a file, of
type CSV (Excel) or vCard.
Supported formats:

CSV / Excel
o 1 contact per line. Must be used semicolon (;) as the separator between fields within the same
line
o fields (4)
 Name - Name of the External Contact. Must be unique within the Organization
 Description - description associated with the contact's number or e-mail
 Number/E-mail - contact's number or e-mail to add, update or remove.
 Action - letter to indicate the action that must be made:
 'A': to add contact, number or e-mail. Default behavior.
 'S': to substitute (update) the contact's number or e-mail associated with the
provided description
 'R': to remove the external contact (if only provided the contact name) or to
remove the contact's number or e-mail (if provided the contacts name and
number/e-mail description)
o Example for a CSV file to associate the number '1234' and an e-mail to an external contact, and
to remove another contact:
John Jones;extension;1234;A
John Jones;e-mail;xpto@company.com;A
Donald Vieri;;;R

vCard (version 3.0 / 4.0)
o files with extension *.vcf or *.vcard
vCard 2.1 is partially supported: The number/e-mail description will not be filled for the new
contacts
The upload using vCard files does not permit the usage of the field 'Action'. This way, the upload
with vCard will only permit the creation of new external contacts.
o
o
allows the upload of several contacts within the same file
external contact fields obtained from vCard:
 Name - will be used the field FN (full name)
 Description - will be obtained from the field TEL (when a number) or from the
field EMAIL
 Number - will be obtained from the field TEL
45
o
o
o
o
o
o
 Email - will be obtained from the field EMAIL
Example for a vCard file to create an external contact with a number '1234' and an e-mail:
BEGIN:VCARD
VERSION:3.0
FN:John Jones
EMAIL;TYPE=mail:xpto@company.com
TEL;TYPE=extension:1664
END:VCARD
After the uploaded file has been processed, it will appear a popup window so the user can download the result file
(Save option).
The result file is a CSV file with the following format, regardless if the file uploaded was CSV or vCard:





Name - Name of the external contact
Description - Description of the provided number/e-mail
Action - Action performed
Result - OK (success), NOK (failure)
Reason - failure reason, in case of result NOK
The first line of the file includes an header com the fields description, and the filename has the format
"import_contacts_result_<username>_<timestamp>.csv"
Result file for the upload of the CSV previously mentioned file:
Name;Description;Action;Result;Reason
John Jones;extension;A;OK;
John Jones;e-mail;A;OK;
Donald Vieri;;R;NOK;Contact nonexistent
External Business Contact after upload:
Contacts Export
From the Corporate Contacts page is possible to download a copy of the Organization's contacts using the link
"Export contacts to file..."
Type of contacts that can be exported:




Internal Corporate Contacts
External Corporate Contacts
Speed Dial Codes
All (all the contacts from the listed types)
Type of files for export:


CSV (Excel)
vCard 3.0
46
The export of external corporate contacts is only available if the Organization has the service "External Corporate
Contacts"
The export of speed dial codes is only available if the Organization has the service "Corporate Speed Dial"
The file with the exported contacts will be available for 24h on the page Download Manager.
Format of the exported contacts:

CSV
o
o
file with 1 contact detail per line, where each line has the fields separated with semicolon (;)
type of exported contact:
 Internal / External Business Contact
 Name

 Description
 Number/E-mail
 Description/Name
 E-mail
 Speed Dial Code
 Speed Dial Destination
When exporting a file for All types of contacts, the output file has one first field
indicating the type of each exported contact
o
Example
 Export of Internal / External Corporate Contacts:
 John Jones;e-mail;xpto@company.com
John Jones;extension;1234








export of All types of contacts (for Organizations with services "External Corporate
Contacts" and "Corporate Speed Dial"):
Internal Business Contact;Joao Silva;;zejoao@company.com
Internal Business Contact;Joao Silva;Extension;1000
Internal Business Contact;Joao Silva;Mobile;980200432
External Business Contact;John Jones;e-mail;xpto@company.com
External Business Contact;John Jones;extension;1234
Speed Dial Code;Mart Institute;;*51003;15723412
Speed Dial Code;;;*51002;234567890
vCard (version 3.0)
o file with 1 vCard for each exported contact
o vCard fields
 FN - Name of the Contact, or description of the Speed Dial Code
 N - Name of the Contact. Only for Internal Corporate Contacts there is a division for first
and last name
 EMAIL - e-mail of the contact. Includes the description for Internal and External
Corporate Contacts
 TEL - number of the contact. Includes the description for Internal and External
Corporate Contacts. For Speed Dial Codes, the description field is used to distinguish
between the speed dial Code and the Destination number.
47
o
Example
export of Internal / External Corporate Contacts:
 BEGIN:VCARD
 VERSION:3.0
 EMAIL;TYPE=e-mail:xpto@company.com
 FN:John Jones
 N:John Jones;;;;
 TEL;TYPE=extension:1234
END:VCARD
export of All types of contacts (for Organizations with services "External Corporate
Contacts" and "Corporate Speed Dial"):
 BEGIN:VCARD
 VERSION:3.0
 EMAIL;TYPE=:zejoao@company.com
 FN:Joao Silva
 N:João;Silva;;;
 TEL;TYPE=Extension:1000
 TEL;TYPE=Mobile:980200432
 END:VCARD
 BEGIN:VCARD
 VERSION:3.0
 EMAIL;TYPE=e-mail:xpto@company.com
 FN:John Jones
 N:John Jones;;;;
 TEL;TYPE=extension:1234
 END:VCARD
 BEGIN:VCARD
 VERSION:3.0
 EMAIL;TYPE=:
 FN:Mart Institute
 N:Mart Institute;;;;
 TEL;TYPE=Destination:15723412
 TEL;TYPE=Code:*51003
 END:VCARD
 BEGIN:VCARD
 VERSION:3.0
 EMAIL;TYPE=:
 FN:
 N:;;;;
 TEL;TYPE=Destination:234567890
 TEL;TYPE=Code:*51002
END:VCARD
48
Change History
You can use this page to view the history of changes made to the organization in the portal.
You must select a time period for the search to cover.
The fields in the changes history contain the following information:




Date - date it was carried out the action on the organization time zone or time zone by default;
Author of the change - user who made the change (if an administrator has made a change that affects the
organization this field will contain the word "Administrator" and you will not be able
to search by administrators).
Message - description of the action taken
Type - identification of the type of action:
o API query - search or consult of records and statistics through webservice interface exposed by
SEC INFO API;
o Configuration - a change that altered the data in the system;
o Configuration by app - changes made via app that changed data in the system;
o Exports - export information about given file;
o Information - a search or lookup of system information
o Provisioning - a change brought about by a provisioning operation
The search options are as follows:
1.
2.
3.
4.
5.
6.
7.
Type of Information to show - selection box for selecting Premium/Basic view
Set Time Interval - text boxes for inserting the start and end dates for the search (these must be in the
format shown in the figure. A picker is provided to make this easier)
Search - any change in the above search fields is not automatically reflected in the results table. You need
to click on this button to update the display.
Clear Search - clear any field filters you have set in the table to return to a display of the information as
per the above search fields
Page Navigator - for choosing the page you want to see, with shortcuts to the First/Last and Next/Previous
pages
Export History to File - for exporting the search results and current filters to a file and send it by email to
the user
Number of objects per page - for choosing how many records you want to see on each page (25, 50, 100
or 200)
The displayed results can be filtered by all table fields, so you can filter in relevant records. The following types of
search are available:



Text search - you can search by keywords (and can use the "!" and "*" wild cards)
Search by selection - you can select one of the available options
Search by numerical value - you can search by (matching) values and also use the “<”, “>” and “!” symbols
If you want to order the information to be displayed, click on the corresponding column and the column icon will
indicate if the display has been arranged in ascending or descending order.
49
Calls List
On this page, you can view the list of voice calls, Faxes and Data sent and received by the organization's users.
The calls list is divided into different tabs for:
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

Outgoing Calls - list of calls made by the users of the selected organization
Answered Calls - list of calls received and answered by the users of the selected organization
Missed Calls - list of calls received but not answered by the users of the selected organization
Outgoing Calls
The fields in the calls made list contain the following information:
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User - user who made the call (if the record shows no user, the call has been forwarded by an Premium
service, such Call Waiting)
Start Date - date and time the call started at
Ring time - approximate time the call rang for
Duration - call duration
End Date - date and time the call ended at
Time zone - call time zone;
Origin- number used in making the call (part of the number given may contain a mask to protect the user's
privacy)
Destination - the number the call was made to (part of the number given may contain a mask to protect
the user's privacy)
Final Destination - indicates what the final destination of the call was. For example, if the call
was forwarded, it shows the number it was forwarded to (part of the number given may contain a mask to
protect the user's privacy).
Destination Category - whether the call is:
o Intra-Access - between an origin and destination of the same access
o Inter-Access - between an origin and destination belonging to two of the organization's accesses
o External - to a destination outside the organization
Service - the service used in the call:
o Voice Call
o Fax
o Data
Number of Pages in the Fax - number of pages sent in fax
Phone Origin - telephone the call was made from
Value - cost of the call in Euros (not shown for calls that were not answered)
Location Type - indicates whether the call was made in roaming
o National
o Roaming
Forwarding Type - indicates the service or type of routing applied to the call
Answered - indicates if the call was answered or not at the destination
Phone type - the type of the origin telephone
Call Identification - unique identifier for the call
Forwarded call Identification - for correlating the records of the call received and the call made
(forwarded) in the context of the same call
Rating destination - indicates the destination type for the call:
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o
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
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VIRTUALONNET - destination is a Virtual Member of the organization, contacted using
the short number
o FREE - destination is a free number
o ONNET - destination is an organization short number
o FORCEDONNET - destination is an organization long number
o FORCEDVIRTUALONNET - destination long number associated to organization's virtual member
o OFFNET - destination is external to the organization
Call type - indicates if the call went to the destination or if it was forwarded
Forwarding Path - destinations contacted in a routed call
Country - country where the call was made
Answered Calls
The fields in the calls received list contain the following information:
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User - user who received and answered the call (if the record shows no user, the call was made by an
Premium service, such Call Waiting)
Start Date - date and time the call started at
Ring time - approximate time the call rang for
Duration - call duration
End Date - date and time the call ended at
Time zone - call time zone;
Origin- number used in making the call
Destination - the number the call was made to
Final Destination - indicates what the final destination of the call was. For example, if the call
was forwarded, it shows the number it was forwarded to
Service - the service used in the call:
o Voice Call
o Fax
o Data
Location Type - indicates whether the call was made in roaming
o National
o Roaming
Forwarding Type - indicates the service or type of routing applied to the call
Hunt Group Path - indicates the path the call took through the Hunt Group before being answered
Time Queue - indicates the time the call spent in the Waiting queue before being answered
Phone type - the type of the telephone that answered the call, if applicable
Call Identification - unique identifier for the call
Forwarded call Identification - for correlating the records of the call received and the call made
(forwarded) in the context of the same call
Country - country where the call was received
Missed Calls
The fields in the unanswered calls list contain the following information:

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User - user who received and answered the call (if the record shows no user, the call was made by an
Premium service, such Call Waiting)
Start Date - date and time the call started at
Ring time - approximate time the call rang for before being terminated
End Date - date and time the call ended at
51
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Time zone - call time zone;
Origin- number used in making the call
Destination - the number the call was made to
Final Destination - indicates what the final destination of the call was. For example, if the call
was forwarded, it shows the number it was forwarded to
Service - the service used in the call:
o Voice Call
o Fax
o Data
Forwarding Type - indicates the service or type of routing applied to the call
Hunt Group Path - indicates the path the call took through the Hunt Group before being terminated
Time Queue - indicates the time the call spent in the Waiting queue before being terminated
Phone type - the type of the telephone that answered the call, if applicable
Call Identification - unique identifier for the call
Forwarded call Identification - for correlating the records of the call received and the call made
(forwarded) in the context of the same call
Lost Call Reason - indicates the reason that the call was not answered: busy destination, call picked up or
not answered in a time limit
The following search options are available:
1.
2.
3.
4.
5.
6.
7.
8.
Set Time Interval - text boxes for inserting the start and end dates for the search (these must be in the
format shown in the figure. A picker is provided to make this easier)
Search - any change in the above search fields (with the exception of the organization selection box) is
not automatically reflected in the results table. You need to click on this button to update the display.
Type of Information to show - selection box for selecting Premium/Basic view
Delete Recordings - you can select and delete one or more recordings of calls for deletion
Clear Search - clear any field filters you have set in the table to return to a display of the information as
per the above search fields
Page Navigator - for choosing the page you want to see, with shortcuts to the First/Last and Next/Previous
pages
Export to File - for exporting the search results and current filters to a file and send it by email to the user
Number of objects per page - for choosing how many records you want to see on each page (25, 50, 100
or 200)
The displayed results can be filtered by all table fields, so you can filter in relevant records. The following types of
search are available:




Text search - you can search by keywords and can use the "!" and "*" “<” “>” wild cards. The last two of
these can only be used in numerical or time fields.
Search by selection - you can select one of the available options
Search by time - you can search by periods (seconds) or (matching) clock times, in the
format hours:minutes:seconds. You can also use the symbols “<”, “>” and “!”. Valid examples: >30:59:59,
!10
Search by numerical value - you can search by (matching) values and also use the “<”, “>” and “!” symbols
If you want to order the information to be displayed, click on the corresponding column and the column icon
will indicate if the display has been arranged in ascending or descending order.
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Licensing
This page details the organization's use of the available licenses. The following figure shows all the licenses that
can be listed. The services shown here will be listed if they are available to the organization.
The fields in the table contain the following information:
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license - name of the service or maximum number of elements in the organization
Maximum Number - maximum number of licenses the organization can consume
Licenses Used - number of licenses consumed. In the case of services which are assigned individually to
users, as listed below, clicking on the hyperlink in this field will reveal which users are consuming the
licenses
53
SERVICES
ACCOUNT CODES
This service lets the user assign an Account Code to a call that he makes. This Account Code will then be included
in the detailed invoice of the organization, allowing an aggregation of these costs, for example in a law firm
present the costs for calls associated with the process of a given customer.
Once assigned to a customer, all associated users have the possibility to see and use all customer Account Codes.
Configuration
By expanding the service it is possible to manage the Organization Account Codes, which are listed in a table
containing the following information:


Code- Numerical sequence of the Authorization Code.
Description- Description of the Authorization Code.
To add a new Account Code you need to click the '+' button, fill the new entry fields and click 'Save' button.
To delete an Account Code you need to click the 'x' button of the entry you want delete and click 'Save' button.
A code may be entered for the purpose of identifying a specific account to which a particular call should be
associated. Your organization will determine the 4-digit codes assigned to specific accounts (organizations,
departments, employees, etc.).
Note: only your organization’s administrator may be permitted to establish and change Account Codes.
To use an Account Code:
1.
2.
3.
4.
Take the phone off hook and dial *96.
Listen for the 3-pulse confirmation tone.
Enter the 2 to 4-digit account code you wish to use followed by # and listen for dial tone.
Dial the number you are calling.
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AUTHORIZATION CODES
Authorization Codes
On this screen the Manager can view, create/edit and enable/disable the Customer's Authorization Codes.
When you open the screen, the existing Authorization Codes are displayed in a list containing the following
information:
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Code- Numerical sequence of the Authorization Code.
Call types - List of Call Types. For each Call Type the respective checkbox indicates whether the restriction
applies.
Active - Indicates if the Authorization Code is active at Customer level.
Delete - Eliminates the Authorization Code of the respective row.
To add a new Authorization Code you need to click on the "New Authorization Code" link.
Create / details of an Authorization Code
For each Authorization Code the Administrator can configure the following parameters:
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Code- Numerical sequence of the Authorization Code.
Description- Optional field containing the description of the Authorization Code.
Call types - List of Call Types. For each Call Type the respective checkbox indicates whether the restriction
applies.
Active - Indicates if the Authorization Code is active at Customer level.
Tips
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To edit an existing Authorization Code you must click the "Code" field of the respective row in the list
table, which opens the edit form. After changing the parameters you need to click "Save".
To activate an Authorization Code on the Customer it is necessary to place the "check " in the respective
"Active" checkbox and click "Save ". Note that you can only have one active Authorization Code for the
Customer, which follows that by putting the "check" on one of the Authorization Codes it is automatically
taken from the remaining.
To disable an Authorization Code it is necessary to remove the "check " from the respective "Active"
column and click "Save".
CALL DETAIL RECORDS
To access Call Detail Records (CDRs) click on General and then Call List. All calls are presented and may be
exported to a .csv file by clicking on “Export List to File” at the bottom of the window.
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CUSTOMER ANNOUNCEMENTS
You can view, edit the audio announcements available to the organization on this page. These announcements
may be configured for services that support the playing of announcements.
You can also view the system music.
If service Customer Announcements Listen Capability is active, you can listen and download the customer
announcements and the system music.
The option Create Music permits you to create new announcement
 For creating a new announcement is necessary to fill the field Name, if the announcement will be Active,
if it will be Available for all services and the option Upload file or Text to speech.
 In case of the option Available for all services is not checked, the service options that appear are IVR
Menu, Music on Hold, Pre-Answer and Waiting Queue.
 In case of the selected option is Upload file, it's necessary to choose the file to upload. The valid
extensions are: .wav and .g722.
 In case of the selected option is Text to speech, , it's necessary to choose Language and Voice wanted,
such as Advert text.
 The button Listen allows to listen the announcement before you Save it.
CUSTOMER HOLIDAYS
At the Customer Holidays service you can manage the customer holidays:
 Visualize the holidays by year;
 Add, edit or remove holidays;
 Copy all holidays from a year to another; the destiny year must be in the future and without any
configured holidays.
 Enforce the non-appliance of a national holiday at the customer level
It is not possible to add, edit or remove past holidays.
At the National Holidays area, the manager can uncheck the national holidays that are not to be applied to the
customer (by default, the national holidays apply to all customers).
At the Customer Holidays area are presented the holidays configured in the customer scope.
In both areas, the holidays are presented by year in a tabular form with the fields:
 Name – holiday description
 Date – date when the holiday occurs, defined by day, month and year
The holidays have to be added manually every year by the operator.
Copy holidays
With the Copy Holidays option is possible to copy all customer holidays from a year to another; the destiny year
must be in the future and without any configured holidays.

Copy all holidays – the year you want to copy the holidays to
By clicking on “New Holiday” a new row is added to the customer holidays table.
It is not possible to create more than one holiday in the same day.
Between National and customer holidays may exist duplicated names/dates.
The number of customer holidays do not include the system holidays exclusions for the customer.
56
DIRECT CALL PICKUP
This service provides for call pickup of ringing phones by using the service access code followed by the extension of
the user to pickup, as long as both users belong to the same call pickup group. If the user doesn’t belong to any
group, the user can pickup a call from another user that doesn’t belong to another group. This service is divided in
two sections.
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
Listing of the user groups, with the following information:
o Name - name given to the Direct Call Pickup group
o Users - users belonging to the group, that is, those who can pick up calls and for whom calls are
picked up
Configuration of the phones on which the user wants to enable Direct Call Pickup
You can manage the Direct Call Pickup Groups in the administrator’s portal. The groups are displayed in a table list
containing the following information:
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Name - name given to the Direct Call Pickup group (includes a hyperlink to the group in the portal)
Active - sets whether the configuration is active or not:
o if the options is check the service configuration is applied for the users
o if the options is not checked the service configuration will both be applied
 Delete - allows you to delete Direct Call Pickup Groups, excluding the Organization Direct Call Pickup
Group (this group includes all users of the organization that are not in any of the others groups created)
In this page you can set the type of all Direct Call Pickup Groups, which define which call to capture:
 Capturing the most recent call - in case there are more than one ringing call, it captures the most recent
one;
 Capturing the oldest one - in case there are more than on ringing call, it captures the oldest one.
You can click on "Create Direct Call Pickup" to be taken to the page for creating a new pickup group.
Create Direct Call Pickup Groups
You can add a new group on this page, by completing the following form:
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Name of the Direct Call Pickup Group - name of the Direct Call Pickup group
Type of Direct Call Pickup group - sets the call to be picked up (this is an organization configuration and
can only be defined in Direct Call Pickup Listing):
o Pick up the most recent call - if there is more than one call ringing in the group, the
most recent one will be picked up
o Pick up the oldest call - if there is more than one call ringing in the group, the oldest one will be
picked up
Active- indicates whether or not the configuration is active
Users - users who belong to the group, that is, those who can pick up calls and from whom calls can be
picked up
If the Active option is not selected it will not be possible to pick up calls in the configured way.
Add users
You can add a user to the group in the following way:
1) In the Add User option, start writing the user name until the user appears in the listing.
2) Select the user you want.
3) Click on [+].
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Remove users
You can remove a user from the group in the following way:
1) Click on [x] for that user
Direct Call Pickup Group Details
You can configure the following options for an existing Direct Call Pickup Group on this page:
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Name of the Direct Call Pickup Group - name of the Direct Call Pickup group
Type of Direct Call Pickup group - sets the call to be picked up (this is an organization configuration and
can only be defined in Direct Call Pickup Listing):
o Pick up the most recent call- if there is more than one call ringing in the group, the
most recent one will be picked up
o Pick up the oldest call- if there is more than one call ringing in the group, the oldest one will be
picked up
Active- indicates whether or not the configuration is active
Users - users who belong to the group, that is, those who can pick up calls and from whom calls can be
picked up
If the Active option is not selected it will not be possible to pick up calls in the configured way.
Add users
You can add a user to the group in the following way:
1) In the Add User option, start writing the user name until the user appears in the listing.
2) Select the user you want.
3) Click on [+].
Remove users
You can remove a user from the group in the following way:
1) Click on [x] for that user
GROUP CALL PICKUP
This service lets you to pick up a ringing call at another user’s number, provided you both belong to the same
pickup group. This service is look up only. The following information is available:
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Name - name given to the Group Call Pickup
Call Type - sets which call will be picked up when there is more than one simultaneous call within the
group
o Most recent call - if more than one call is ringing, the most recent one is picked up
o Oldest call - if more than one call is ringing, the oldest one is picked up
Users - users belonging to the group, that is, those who can pick up calls and for whom calls are picked up
Numbers - the numbers for each user that can be call picked up
To pick up a ringing phone in your pickup group, Dial *11.
You can manage the Call Pickup Groups in the administrator’s portal. The groups are displayed in a table list
containing the following information:
58


Name - name of the Call Pickup Group (hyperlink to the group in the portal)
Active - indicates if the configuration is active or not:
o if this option is selected, the service configuration is applied to the indicated contact numbers
o if this option is not selected, the service configuration will not be applied to the indicated contact
numbers
 Users - set of users whose numbers are associated with the group
You can click on "Create Call Pickup Group" to be taken to the page for creating a new pickup group.
Create Call Pickup Group
You can create and configure a new group on this page, using the following options:
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Name of the Call Pickup Group - name of the Call Pickup Group
Type of Call Pickup Group - sets the call to be picked up
o Pick up the most recent call - if there is more than one call ringing in the group, the
most recent one will be picked up
o Pick up the oldest call - if there is more than one call ringing in the group, the oldest one will be
picked up
 Users - users who belong to the group, that is, those who can pick up calls and from whom calls can be
picked up
 Numbers - numbers belonging to each user and associated with the group. Calls to these numbers can be
picked up by other group users.
 Active- indicates whether or not the configuration is active
If the Active option is not selected it will not be possible to pick up calls in the configured way.
Add users and their numbers
You can add a user to the group in the following way:
1) Click on [+].
2) In the Users option, select the target user
3) In the Numbers option, select:
 All numbers - all the numbers belonging to the selected user are associated with the group
 Specific user number(s) - only the number(s) selected will be associated with the group
Remove users and their numbers
You can remove a user from the group in the following way:
1) Select the target user.
2) Click on [x], for that user
You can remove a user number from the group in the following way:
1) Select the target user
2) Select the target number
3) Click on [x], for that number
Call Pickup Group Details
You can configure the following options for an existing Call Pickup Group on this page:


Name of the Call Pickup Group - name of the Call Pickup Group
Type of Call Pickup Group - sets the call to be picked up
o Pick up the most recent call - if there is more than one call ringing in the group, the
most recent one will be picked up
o Pick up the oldest call - if there is more than one call ringing in the group, the oldest one will be
picked up
59

Users - users who belong to the group, that is, those who can pick up calls and from whom calls can be
picked up
 Numbers - numbers belonging to each user and associated with the group. Calls to these numbers can be
picked up by other group users.
 Active- indicates whether or not the configuration is active
If the Active option is not selected it will not be possible to pick up calls in the configured way.
Add users and their numbers
You can add a user to the group in the following way:
1) Click on [+].
2) In the Users option, select the target user
3) In the Numbers option, select:
 All numbers - all the numbers belonging to the selected user are associated with the group
 Specific user number(s) - only the number(s) selected will be associated with the group
Remove users and their numbers
You can remove a user from the group in the following way:
1) Select the target user.
2) Click on [x], for that user
You can remove a user number from the group in the following way:
1) Select the target user
2) Select the target number
3) Click on [x], for that number
HUNT GROUP
Use this service to distribute calls to multiple destinations, based on different types of function. This service is look
up only. The following information is available:

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Name - name of the Hunt Group
Incoming numbers - numbers used to contact the Hunt Group
Members - numbers to which calls coming into the Hunt Group will be forwarded
Type - the way in which calls will be handed off to members (in the case of sequential types, information
on the number of cycles to be run may be displayed If it is not, then after all numbers have been rung
whatever action is described in Forward is carried out)
o Simultaneously - the call is simultaneously delivered/delivered in parallel to all members
o Random Sequence - the call is randomly delivered to one member at a time
o Fixed Sequence - the call is delivered to one member at a time, in the order shown
o Changed Sequence - the call is delivered to one member at a time, in the order shown. Once the
call to the Hunt Group is over, the answering order is altered with the member in first place
moving down to last place.
o Sequential by Member - the call is delivered to one member at a time, in an order based on the
number of Hunt Group calls each member has answered. The member with the fewest calls
answered will be in first place.
Forward - the call is forwarded to the indicated number according to the following possibilities:
o Not applicable - no forwarding takes place
o If no one answers - the call is forwarded if it rings at all members but no one answers it
o If all busy - the call is forwarded if it is delivered to all members but they are all busy
o If Delivery fails - the call is forwarded if delivery to the various members fails
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Note: if forwarding is set it takes place at the end of the first cycle, irrespective of whether the Hunt Group is
configured to permit a higher number of cycles per call.
The administrator can configure the Hunt Group service in the following way:
1)
In the List of Hunt Groups section, the following options may be configured:
 Name - name of the Hunt Group
 Ring - the way in which calls will be handed off to members:
o Simultaneously - the call is simultaneously delivered/delivered in parallel to all members
o Random Sequence - the call is randomly delivered to one member at a time
o Fixed Sequence - the call is delivered to one member at a time, in the order shown
o Changed Sequence - the call is delivered to one member at a time, in the order shown. Once the
call to the Hunt Group is over, the answering order is altered with the member in first place
moving down to last place
o Sequential by Member - the call is delivered to one member at a time, in an order based on the
number of Hunt Group calls each member has answered. The member with the fewest calls
answered will be in first place
 Ring Time - the time the call rings at each member of the Hunt Group before being delivered to the next
member. This option is only editable if the ring type for the Hunt Group is anything other
than 'Simultaneously'.
 Cyclical - indicates if the Hunt Group is cyclical or non-cyclical. This option is only editable if the ring type
for the Hunt Group is anything other than 'Simultaneously'.
o if the option is selected, once the call has rung at all the destinations but not been answered, it
will cycle back to the beginning of the sequence. If it is the last cycle the call will terminate.
o if the option is not selected, once the call has rung at all the destinations but not been answered,
it will terminate.
 Max Cycles - indicates the maximum number of ring cycles for the Hunt Group for each call. This option is
only editable if the ring type for the Hunt Group is anything other than 'Simultaneously' and if the 'Cyclical'
option is selected.
 Active - indicates whether or not the configuration is active.
If the Active option is not checked, the Hunt Group will not function.
2) You can set the following options in the Hunt Group configurations section:
 Numbers - numbering used to contact the Hunt Group
Tip
If there are no DIDs in the Numbers (for example, if they are short numbers) and the configured destination is
external, the organization must have general numbering set. Otherwise, the call will not be made as there will be
no public numbering to use in the forwarding.
 Members - numbers to which the calls coming into the Hunt Group are going to be forwarded. (NOTE: If
the Hunt Group does not have any members it will behave as if it were deactivated).
 Permit to apply forwards to the contacted member- Select yes or no
 Forward - the call is forwarded to the indicated member according to these options:
o Not applicable - no forwarding takes place
o If none answer - forwarding takes place if the call rings at all members but none of them answer
it. (NOTE: This option is only visible if the ring type for the Hunt Group is anything other than
'Simultaneously').
o If all busy - forwarding takes place if the call rings at all members but all of them are busy.
(NOTE: This option is only visible if the ring type for the Hunt Group is anything other than
'Simultaneously').
o If delivery fails - forwarding takes place if delivery of the call to the various members fails
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Note 1: if forwarding is set to take place, it takes place at the end of the first cycle, irrespective of whether or not
the Hunt Group is configured to permit a greater number of cycles per call.
Note 2: When the number set as the destination belongs to an organization's user, and the Active option has been
checked, this configuration is visible to the user associated with this number.
INTERACTIVE VOICE RESPONSE (IVR) MENU
The IVR (Interactive Voice Response) Menu service is used to set up navigable menus that can be selected by the
origin using telephone signals (DTMF). An IVR menu can be set up for any function whose interface can be broken
down into menu choices.
You can manage the IVR Menus on this page. The menus are displayed in a table list
format containing the following information:



Name - name of the IVR Menu (includes a hyperlink to the menu on the portal )
Active - indicates whether or not the menu is active
Delete - for deleting the IVR Menu
You can click on the "Create IVR Menu" hyperlink, which will take you to the page for creating a new menu
Create IVR Menu
You can configure an Unconditional rule, one or more Schedule rules and one rule Off-Schedule, for each menu.
You can add new IVR menus on this page by completing the following form:
You should configure the IVR Menu service in the following way:
1) Choose the IVR Menu name in Menu Name
2) In the Access Numbers option, set the numbering that will be connected to the IVR Menu. You may choose
various entry numbers, short or DIDs.

Note: The Access Numbers always belong to the organization's free numbering
If there are no DIDs in the Access Numbers (for example, if they are short numbers) and the configured destination
is external, the organization must have general numbering set. Otherwise, the call will not be made after the IVR
menu as there will be no public numbering to use in the forwarding
3) In the Initial Announcement option, set the announcement that is going to be heard when a call arrives at one
of the Menu Access Numbers (the menu's welcome message).
4) In the Inactivity area, set the Timeout, in seconds, after which if no Code is entered, triggers the Action
defined below and before repeating the Initial Announcement. When the defined Attempts limit is reached, the
chosen Final Action is triggered. In those Actions it can be defined the text (TTS) or announcement that will play,
or (only for the Final Action) the transfer, with or without announcement, for a number.
5) In the Invalid Option area, set the Action to be executed when the selected Code does not match a valid code
of IVR menu and before repeating the Initial Announcement. When the defined Attempts limit is reached, the
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chosen Final Action is triggered. In those Actions it can be defined the text (TTS) or announcement that will play,
or (only for the Final Action) the transfer, with or without announcement, for a number.
6) In Active, set whether a call to one of the access numbers will trigger the IVR menu or not.
If the Active option is not checked, the IVR menu will not run.
7) It is also possible to add and/or remove schedule rules.
If there is not any Schedule Menu configured, the IVR Menu’s type is “No schedules defined”. By clicking on “Set
Schedules”, it becomes possible to configure one Unconditional rule, one our more Schedule rules and one OffSchedule rule.
If the Unconditional rule is checked, it has priority over all the other rules. This means that if the Unconditional
menu is set to be active, then other menus will not be applied.
In a Schedule rule you can configure the following options:
1) Choose the Schedule Menu name
2) On Schedule tab, you can define a schedule:


Rule Validity – start and end dates, or always;
Rule applicability – weekday (Monday to Sunday, holidays) and the hour range to apply in each day.
The configured schedules cannot overlap. However, if for the same time range (validity) a holiday and a weekday
configuration has been done, and if it happens that the weekday is a holiday – in those scenarios, the holiday
configuration will be applied.
3) On Menu tab, you can define the following options:
4) The Menu Announcement option is for setting the announcement to be heard in the main menu (in-schedule)
or in the only menu in the case of an "Always" menu.
5) In the table below this you can set the dialogues that are going to be options in the IVR Menu:



Code - what is dialed on the telephone to select the given action (0 to 9)
Action - the action that is triggered when the code is selected:
o End - the call is disconnected following selection of this option
o End with Announcement - it is necessary to indicate the announcement that the call is going to
terminate with following selection of this option
o Transfer - it is necessary to indicate the number to which the call is transferred following
selection of this option
o Transfer with Announcement - it is necessary to indicate the number to which the call is
transferred following selection of this option and to indicate which announcement is heard before
the transfer
o Back to menu - Return to menu
o Dial by Extension
o Forward to Voicemail
Delete - for deleting the combination of code/action
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In an Off-Schedule rule, you it is possible to set what will happen in the Off-schedule option:



Menu - you can set a new IVR menu, different from the schedule menu, to run in the off-schedule period
(interface similar to the menu).
End with announcement - the IVR Menu ends with the selected announcement when access is offschedule
Transfer - the call is transferred to the set number when access is off-schedule
Note
In case of service Customer Announcements Listen Capability is active, it is possible to listen to the announcements
by clicking the Play/Pause button.
IVR Menu Details
You can view and edit the following information on the IVR Menu details page:
You should configure the IVR Menu service in the following way:
1) Choose the IVR Menu name in Menu Name
2) In the Access Numbers option, set the numbering that will be connected to the IVR Menu. You may choose
various entry numbers, short or DIDs.

Note: The Access Numbers always belong to the organization's free numbering.
If there are no DIDs in the Access Numbers (for example, if they are short numbers) and the configured destination
is external, the organization must have general numbering set. Otherwise, the call will not be made after the IVR
menu as there will be no public numbering to use in the forwarding.
3) In the Initial Announcement option, set the announcement that is going to be heard when a call arrives at one
of the Menu Access Numbers (the menu's welcome message).
4) In the Inactivity area, set the Timeout, in seconds, after which if no Code is entered, triggers the Action
defined below and before repeating the Initial Announcement. When the defined Attempts limit is reached, the
chosen Final Action is triggered. In those Actions it can be defined the text (TTS) or announcement that will play,
or (only for the Final Action) the transfer, with or without announcement, for a number.
5) In the Invalid Option area, set the Action to be executed when the selected Code does not match a valid code
of IVR menu and before repeating the Initial Announcement. When the defined Attempts limit is reached, the
chosen Final Action is triggered. In those Actions it can be defined the text (TTS) or announcement that will play,
or (only for the Final Action) the transfer, with or without announcement, for a number.
6) In Active, set whether a call to one of the access numbers will trigger the IVR menu or not.
If the Active option is not checked, the IVR menu will not run.
7) It is also possible to add and/or remove schedule rules.
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If there is not any Schedule Menu configured, the IVR Menu’s type is “No schedules defined”. By clicking on “Set
Schedules”, it becomes possible to configure one Unconditional rule, one our more Schedule rules and one OffSchedule rule.
If the Unconditional rule is checked, it has priority over all the other rules. This means that if the Unconditional
menu is set to be active, then other menus will not be applied.
In a Schedule rule you can configure the following options:
1) Choose the Schedule Menu name
2) On Schedule tab, you can define a schedule:


Rule Validity – start and end dates, or always;
Rule applicability – weekday (Monday to Sunday, holidays) and the hour range to apply in each day.
The configured schedules cannot overlap. However, if for the same time range (validity) a holiday and a weekday
configuration has been done, and if it happens that the weekday is a holiday – in those scenarios, the holiday
configuration will be applied.
3) On Menu tab, you can define the following options:
4) The Menu Announcement option is for setting the announcement to be heard in the main menu (in-schedule)
or in the only menu in the case of an "Always" menu.
5) In the table below this you can set the dialogues that are going to be options in the IVR Menu:



Code - what is dialed on the telephone to select the given action (0 to 9)
Action - the action that is triggered when the code is selected:
o End - the call is disconnected following selection of this option
o End with Announcement - it is necessary to indicate the announcement that the call is going to
terminate with following selection of this option
o Transfer - it is necessary to indicate the number to which the call is transferred following
selection of this option
o Transfer with Announcement - it is necessary to indicate the number to which the call is
transferred following selection of this option and to indicate which announcement is heard before
the transfer
Delete - for deleting the combination of code/action
In an Off-Schedule rule, you it is possible to set what will happen in the Off-schedule option:



Menu - you can set a new IVR menu, different from the schedule menu, to run in the off-schedule period
(interface similar to the menu).
End with announcement - the IVR Menu ends with the selected announcement when access is offschedule
Transfer - the call is transferred to the set number when access is off-schedule
Note
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In case of service Customer Announcements Listen Capability is active, it is possible to listen to the announcements
by clicking the Play/Pause button.
IVR – Dial by Name
This feature enhances the IVR Menu service with the "Dial By Name" (DBN) functionality. The caller
spells the name of the intended party, using the numerical DTMF keypad.
Upon identifying a unique entry match in the Corporate Directory Contact, the caller is played the name
of the called party and is then transferred.
When the user has more than one match in the Corporate Directory Contact, a mechanism is used to
select the intended destination party.
In scenarios where a given user has more than one number, the user may define a preferred contact
number for the call to be transferred. If the user does not define a preferred contact number, the user
will be prompted to select the type of number to transfer (fixed or mobile number), for example:

"To transfer to primary number press 1"

"To transfer to alternate number press 2".
In case there is more than one contact number for each type of number (fixed/mobile),
the lowest number criteria will be selected.
There is also a privacy option, enabling the user to remove himself from the "dial by name" option.
When a name is added to the corporate directory, it is automatically added to the IVR DBN using Text To
Speech (TTS) functionality.
A customer Administrator or an end user has the capability to remove a/his or her name from the IVR
DBN. This capability can be blocked for End Users on an account basis by the Administrator.
The default configuration will be that the Administrator is permitted to remove a name from the IVR
DBN and End Users will not be permitted to remove their names from the IVR DBN.
The service may be configured by the Administrator to allow name dialing with the first name or the last
name.
A Dial by Name can be configured in the following 3 ways:

Dial by first name - dial the first letters of the party's first name (three or more letters).

Dial by last name - dial the first letters of the party's last name (three or more letters).

Dial by first or last name - dial the first letters of the party's first or last name (three or more letters). This
option (#3) will be the default configuration
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Dial by name invocation

The IVR Menu service answers an incoming call and plays the Welcome menu.

Welcome Menu

The caller presses the key that indicates "name dialing" (for example: "if you know the name of
the person you are trying to reach, press X")

The IVR Menu service plays the audio file selected for name dialing, which prompts the caller to
spell the name of the person he is trying to reach using the DTMF keypad (for example, please
enter the first few letters of the name followed by the pound key.”).
1. If the caller spells the name (either starting with the first name or with the last name of
the user), the following two three options apply;
a) If there is a unique name match within ABC, the caller is played an
announcement with the name of the called party and informing the caller that
the call is being transferred, and the call is then transferred to the called party.
b) If there is more than one match, there is a confirmation mechanism to
understand the correct match
c) If the user is not recognized, the IVR Menu plays an audio file, “Your party
cannot be identified.”
2. If the caller does not dial any name, IVR Menu service inactivity procedures will be
applied.
3.
If at the end of a call, it was impossible to identify the destination name (because the
caller didn’t press any keys, no names were found, too many names were found, etc)
the service may be configured (by the Manager) with one of the following options:
a) Play an announcement and terminate the call
b) Terminate the call
c) Return to the IVR Menu
d) Play an announcement and transfer the call to a default number. This
option (“d”) is the default configuration.
e) Transfer the call to a default number
Playing the Destination User Name
When the IVR Menu service asks to confirm the destination name or before transferring the call, the
user name must be played using one of the following options:
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

Play a pre-recorded file for each user name present in the Corporate Directory Contact
Letter Spell (used only when the above method is not available)
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PRE-ANSWERING
The Pre-Answering service answers the call by playing an announcement, before delivery of the call to the
configured destination (it can also play an announcement and then disconnect the call).
You should configure the Pre-Answering service in the following way:
1) In the Pre-Answering Numbers option, set the numbering that will be connected to Pre-Answering.

Note: The Pre-Answering Numbers always belong to the client's free numbering.
If there are no DIDs in the Pre-Answering Numbers (for example, if they are short numbers) and the configured
destination is external, the client must have general numbering set. Otherwise, the call will not be made as there
will be no public numbering to use in the forwarding.
2) In the Pre-Answering Name option, set the name for the Pre-Answering service.
3) In the Announcement option, set the announcement heard by anyone contacting the Pre-Answering service.
4) In the After the Announcement option, select one of the following:


Ends - when the announcement ends, the call is disconnected
Forward - when the announcement ends, the call is forwarded to the set number. (NOTE: on selecting this
option, a new field will appear for you to set the forwarding destination)
5) The Active option indicates whether or not the configuration is active.
If the Active option is not checked, the Pre-Answering service will not run.
Note
In case of service Customer Announcements Listen Capability is active, it is possible to listen to the announcements
by clicking the Play/Pause button.
Note: When the number set as the destination belongs to a client's user, and the Active option has been checked,
this configuration is visible to the user associated with this number.
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SERVICE ACCESS CODES
Service Access Codes provide access to features using two digit codes on the phone dial pad..
This service is look up only.
SHARED VIRTUAL FAX
The Shared Virtual Fax service is for sending and receiving faxes using email instead of a fax machine.
You configure the Shared Virtual Fax service in the following way:
1) In the Number option, select the contact number for the Shared Virtual Fax. This number is used to receive
faxes and is also the number displayed on sent faxes.

Note: The Shared Virtual Fax number must always be one of the client's free numbers.
2) In the Format option, set the format for the email annex used when faxes are received in the email account.
The following 2 options are available:


tiff
pdf
3) In the Description option, give a name to the fax account.
4) In the Store Time option, set the maximum time, in days, that files are to be kept for on the platform.
5) In the Email(s) for sending faxes option, set the email accounts from which faxes can be sent. These faxes will
be identified with the Virtual Fax account number.
6) In the Email(s) for receiving faxes option, set the email accounts that can receive faxes that have been sent to
the Virtual Fax account number.
7) The Active option indicates whether or not the configuration is active.
Notes
If the Active box is not checked it will not be possible to send or receive faxes.
Note 1: Various email addresses, belonging to users associated with the same Virtual Fax account, can be
configured for the Shared Virtual Fax service.
Note 2: When the number configured as a destination belongs to a client's user, and the Active option has been
selected, this configuration will be visible to the user associated with this number.
Tips

To send a fax, send an email to <num_destination>@<domain>. A delivery report indicating success or
failure will be received.
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
Multiple annexs can be attached to a single fax. The following file formats are supported for annexs:
o '.tif', '.ps', '.pdf', '.doc', '.xls', '.ppt', '.txt', '.html', '.docx', '.xlsx', '.ppt', '.pptx'.

Received faxes are deposited in the configured email accounts.
VIRTUAL USER
This service is used to define short numbers that are to be mapped onto external destinations.
This service is setup by your service provider and is lookup only. You can check the following information:


Short Number - the number to dial to make an outside call
External Number - the number the call will be made to
WAITING QUEUE
The Waiting Queue service is used to organize calls into a queue. Callers will hear
the configured announcement until their call is answered by the destination. If the queue has reached its
maximum size, further calls are rejected, after hearing the announcement.
You should configure the Waiting Queue service in the following way:
1) In the Name option, set the name for the Waiting queue.
2) In the Incoming Numbers option, set the numbering that will enter the Waiting queue

Note: The Incoming Numbers for the Waiting queue always belong to the client's free numbering.
Note
If there are no DIDs in the Incoming Numbers (for example, if they are short numbers) and the configured
destination is external, the client must have general numbering set. Otherwise, the call will not be made as there
will be no public numbering to use in the forwarding.
3) In the Destination No. option, set the number to which calls entering the Waiting queue will be forwarded to.
4) In the Max. No. of Calls option, set the maximum number of calls that can be waiting and listening to music
before they are answered by the destination.
5) In the Entry Announcement option, set the announcement to play to callers that are in the Waiting queue.
6) In the Queue Full Announcement option, set the announcement to play to those callers whose calls are
rejected because the queue has reached the maximum number of calls on hold.
7) In the Retry Time option, set the time lapse in seconds between attempts to deliver a call that is on hold to the
destination.
8) The Active option indicates whether or not the configuration is active.
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Note
If the Active option is not checked, it will not be possible for a call to enter the queue and the call will be
terminated.
Note
In case of service Customer Announcements Listen Capability is active, it is possible to listen to the announcements
by clicking the Play/Pause button.
Note: When the number set as the destination belongs to a client's user, and the Active option has been checked,
this configuration is visible to the user associated with this number.
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Manage Accesses
In this section you can manage the organization's accesses.
The fields in the table offer the following information:







Name - name given to the access in the system (includes a hyperlink to the access in the portal)
Access Type:
o IP Access (VPN or Internet) - IP access with geographical restrictions
o Nomadic Access - IP access for nomadic telephones (no geographical restrictions)
o Business Trunk IP - aggregator of IP telephones and numbering through a PBX; always created in
the context of an IP access
o PBX with Primary Access - aggregator of analogue telephones and numbering through
a TDM PBX
o IPCentrexSite - aggregator of geographical IP telephones with geographical and nongeographical numbering; always created in the context of an IP access
Parent Access - indicates the Parent IP Access (the "child" access is bound by the geographical restrictions
applicable to the "parent" access), in the case of an IPCentrex Site or Business Trunk IP (includes a
hyperlink to the access in the portal)
General Numbers - general access numbers, for fixed and mobile destinations, which will be taken into
account if the origin number is not valid in the context of the call being made
Region - geographical region the access belongs to
Address - access address
Pilot Number - pilot number for a Business Trunk IP or a PBX with primary access
The displayed results can be filtered by certain table fields, so you can filter in relevant accesses. The following
filters are available:


Text search - you can search by keywords (and can use the "!" and "*" wild cards)
Search by selection - you can select one of the available options
You can also "Clear Search" to clear all filters in the table fields. All accesses will then be visible.
If you want to order the information to be displayed, click on the corresponding column and the column icon will
indicate if the display has been arranged in ascending or descending order.
IP Access (VPN or Internet) Details
This page shows the information relating to an IP access. It is divided into 3 tabs:
Characteristics
You can view the following aspects of an IP access:

Name - access name in the system
73




Alias - short name, unique within the organization, used to identify the access
Address - access address
Maximum No. of Outgoing Calls - sets the limit for the maximum number of simultaneous calls. Calls
originated/received in the access are taken into account. This option is only available if the organization is
subscribed to the Maximum Number of Simultaneous Outgoing Calls service for the Organization/Access.
Geographical Location - information for the geographical restriction of the telephones created in the
access sites:
o RAL - Reference Access Location
o AVAL - Authorized Visitor Access List
o WAA - Wireline Access Allowed
Phones
The Telephones tab lists all the telephones that have been created for the "child" accesses of this IP access.
The fields in the table offer the following information:









ID - unique identifier of the telephone in the system (includes a hyperlink to the telephone in the portal)
Alias - name chosen by the user to identify the telephone in the portal (e.g. Home Telephone)
User - user associated with the telephone (includes a hyperlink to the user in the portal)
Phone Name - name of the terminal, as displayed in the list of associated physical telephones
Phone Type:
o Business Trunk IP - telephone registered in an IP domain PBX
o Geographical IP - network identifiers provisioned in the IP domain, the usage of which will be
limited to the areas defined by the geographical restriction
o Nomadic IP - network identifiers provisioned in the IP domain, without geographical restriction
o PBX with Primary Access- telephone registered on a Primary Access (AP) PBX
Internal Outgoing Number - number used to make internal calls from this telephone
Outgoing DID - number used in the telephone for calls to fixed destinations
Associated Incoming Numbers - set of numbers from which the telephone can receive calls.
The numbers may be configured by the Single Number Reach
Registered - indicates whether or not the telephone is registered on the network, that is, whether it is in a
position to make and receive calls. Only valid for IP telephones (Geographical, Nomadic or Business Trunk
types)
The displayed results can be filtered by certain table fields, so you can filter in the relevant telephones. The
following filters are available:


Text search - you can search by keywords (and can use the "!" and "*" wild cards)
Search by selection - you can select one of the available options
You can also "Clear Search" to clear all filters in the table fields. All telephones will then be visible.
If you want to order the information to be displayed, click on the corresponding column and the column icon will
indicate if the display has been arranged in ascending or descending order.
74
Numbers
The Numbers tab lists all the numbers that have been created for the "child" accesses of this IP access.
The fields in the table offer the following information:










1
Delete - a number can be deleted if it is not a short number associated to a long number (in which case
the number can only be deleted via the long number), removal of the number will remove the service
configurations applied to the number.
Number - unique identifier of the number. If it is a short number, it will be unique in
the organization (includes a hyperlink to the number in the portal);
Number Type:
o Short Number - number/extension in the organization's Private Numbering Plan (PPN)
1
o Geographical IP - geographical DID belonging to the PNN , provisioned in the IP domain
1
o Nomadic - nomadic DID belonging to the PNN
o Virtual User - extension of the organization's Private Numbering Plan, to an external number
contact (virtual user destination)
o Virtual User Destination - a number external to the organization that can be contacted directly or
from a virtual user extension
Service - Premium service associated with this number:
o Shared Virtual Fax
o QueueWaiting
o Hunt Group
o IVR Menu
o General Number (of an organization or of an organization's access)
o Pre-answering
User - user the number is associated with (includes a hyperlink to the user in the portal, if of
the Premium or Basic type)
Access - access the number is associated with (includes a hyperlink to the number in the portal)
Associated Phones- set of telephones that can ring if a call is made to this number. The telephones may be
configured by the Single Number Reach
Call Forwarding - type of forwarding defined for this number
Available - indicates if any of the associated telephones are registered, only for associated telephones of
the Geographical, Nomadic and BT-IP types
Call Kind- classification of the call when this number is the destination
o Free - destination is a free number
o On-net - destination is an organization short number
o Virtual on-net - destination is a virtual member of the organization, contacted by short number
o Forced on-net - destination is an organization long number
o Forced Virtual on-net - destination is a virtual member of the organization
o Off-net - destination is external to the organization
o Special - destination is an organization special number
– PNN - National Numbering Plan
The displayed results can be filtered by certain table fields, so you can filter in the relevant numbers. The following
filters are available:


Text search - you can search by keywords (and can use the "!" and "*" wild cards)
Search by selection - you can select one of the available options
75
You can also "Clear Search" to clear all filters in the table fields. All numbers will then be visible.
If you want to order the information to be displayed, click on the corresponding column and the column icon will
indicate if the display has been arranged in ascending or descending order.
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Create Short Number
You can access the page for creating short numbers in two ways: via the List of Numbers or via Numbering on the
main menu, then selecting Create Short Number.
To create a short number you need to provide the following information:


Number
User – optional field for associating the short number with a user
Access - optional field for creating the number in the context of a given access
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PHONES
Manage Telephones
You can manage the organization's telephones on this page.
The fields in the table contain the following information:










ID - unique identifier of the telephone in the system (includes a hyperlink to the telephone in the portal)
Alias - name chosen by the user to identify the telephone in the portal (e.g. Home Telephone)
User - user associated with the telephone (includes a hyperlink to the user in the portal)
Phone Name - name of the terminal, as displayed in the list of associated physical telephones
PhoneType:
o Geographical IP - network identifiers provisioned in the IP domain, the usage of which will be
limited to the areas defined by the geographical restriction
Access - parent access (if applicable) - access the telephone is associated with (includes a hyperlink to the
accesses in the portal)
Internal Outgoing Number - number used to make internal calls from this telephone
Outgoing DID - number used in the telephone for calls to fixed destinations
Associated Incoming Numbers - set of numbers from which the telephone can receive calls.
The numbers may be configured by the Single Number Reach
Registered - indicates whether or not the telephone is registered on the network, that is, whether it is in a
position to make and receive calls. Only valid for IP telephones (Geographical, Nomadic or Business Trunk
types)
The displayed results can be filtered by certain table fields, so you can filter in the relevant telephones. The
following filters are available:


Text search - you can search by keywords (and can use the "!" and "*" wild cards)
Search by selection - you can select one of the available options
You can also "Clear Search" to clear all filters in the table fields. All telephones will then be visible.
If you want to order the information to be displayed, click on the corresponding column and the column icon will
indicate if the display has been arranged in ascending or descending order
Telephone Details
You can view the information relating to a telephone on this page, as shown in the following figure:
You can view the following details of a telephone:


ID - unique identifier of the telephone in the system (includes a hyperlink to the telephone in the portal)
User - user associated with the telephone(includes a hyperlink to the user in the portal)
78







Telephone Type:
o Business Trunk IP - telephone registered in an IP domain PBX
o Geographical IP - network identifiers provisioned in the IP domain, the usage of which will be
limited to the areas defined by the geographical restriction
o Nomadic IP - network identifiers provisioned in the IP domain, without geographical restriction
Access - parent access (if applicable) - access the telephone is associated with (includes a hyperlink to the
accesses in the portal)
Internal Outgoing Number - number used to make internal calls from this telephone
Outgoing DID - number used in the telephone for calls to fixed destinations
Associated Incoming Numbers - set of numbers from which the telephone can receive calls. The numbers
may be configured by the Single Number Reach
Registered - indicates whether or not the telephone is registered on the network, that is, whether it is in a
position to make and receive calls. Only valid for IP telephones (Geographical, Nomadic or Business Trunk Pilot Number types)
Registration expiry date - registration expiry date for the IP telephone
You can configure the following aspects of a telephone:




Maximum no. of simultaneous calls - sets the limit for the maximum number of simultaneous calls being
received or made. The number set here will be limited by the number of associated physical telephone
lines. This option is only available if the organization is subscribed to Maximum Number of Simultaneous
Calls per Telephone service.
Alias - name chosen by the user to identify the telephone in the portal (e.g. Home Telephone)
Password - registration password on the SIP-URI network. Only available for IP telephones (you cannot use
letters with accents or cedilla). The NA is contacted to update the information in the network elements and
remotely provision the physical terminal.
Phone Name - name displayed on the screen of the physical terminal. Only available for IP telephones. The
NA is contacted to remotely provision the physical terminal.
In the case of an IP telephone you will have access to a further tab containing information on the telephone's
Registration History. If you have install permissions you will also see a tab with information on the Associated
Physical Telephones.
Registration History
You can view the telephone's Registration History in this tab:
The fields in the table offer the following information:
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Registration Date - date on which the telephone's registration was received
Registration IP - indicates the IP at which the telephone is registered (may not be available)
Expiry Time (in seconds) - registration expiry time
Associated Physical Telephones
As installer, you can see the Associated Physical Telephones for this telephone:
The fields in the table offer the following information:
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MAC - unique Media Access Control address associated with the physical telephone on the network
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Manufacturer - manufacturer of the physical telephone model
Model - model of the physical telephone
Software Version - software version for the model of physical telephone
Configuration - clicking on "See" will bring up the XML file containing the settings for the physical
telephone
Reset - clicking on "Reset" and then confirming will restore the physical telephone's settings to the
organization's default settings for this model of physical telephone
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USERS
Users List
Manage all the organization's users on this page.
The fields in the table offer the following information:
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Delete User - for deleting a user. All the user's service configurations are deleted and all the associated
numbers and telephones are released. Users who were originally Basic and/or who had an associated
Shared or Personal Virtual Fax cannot be deleted (where they have a Virtual Fax it is first necessary to
remove the fax account. Users who were originally Basic can be removed by removing the mobile number
with which they were created)
Name - the user's first and last name (includes a hyperlink to the user in the portal)
Username - short name, unique in the system, used to identify the user
E-mail - email to identify the user, used in virtual fax service, to login in selfcare portal , etc.
Service Profile - sets the services that the user will have access to (includes a hyperlink to the profile in the
portal)
Exceptions are configured - indicates if there are configurations at the level of the user (configurations
which are marked as being non-editable in the user's services)
Numbers - numbers assigned to this user
Phones - telephones assigned to this user (includes a hyperlink to the telephones in the portal)
Access Profile - defines the permissions for using the portal
Available - indicates if any of the user's telephones are registered
User Status - influences the type of services that the user can use:
o Active- an active user has access to all the services they are subscribed to
Blocked - a blocked user can only make calls to the destinations on the List of Always Accessible
Numbers and/or the List of Toll-Free Numbers. The user can receive all calls.
o Deactivated - a deactivated user cannot make or receive calls
Contact Directory Visible - indicates whether or not the user is visible in contact directory
With Portal access - indicates whether or not the user has access to the portal
Restore Service Profile - removes all configurations made at the level of the user (configurations which are
marked as being non-editable in the user's services)
Enter as ... - for entering the portal in the role of the user
Only Name, Username, Access Profile and With Portal access are shown for manager and installer users.
The displayed results can be filtered by certain table fields, so you can filter in the relevant users. The following
filters are available:
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Text search - you can search by keywords (and can use the "!" and "*" wild cards)
Search by selection - you can select one of the available options
You can also "Clear Search" to clear all filters in the table fields. All users will then be visible.
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If you want to order the information to be displayed, click on the corresponding column and the column icon will
indicate if the display has been arranged in ascending or descending order.
User Details
This page shows all the information relating to a user. It is divided into 5 tabs:
Users (Personal Data)
You can configure the following user characteristics by clicking on a user’s name:
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Access Profile - defines the permissions for using the portal. It is only possible to switch between access
profiles for the same type of user (Basic profiles for Basic users and Premium profiles for Premium users)
First Name - the user's first name(s)
Last Name - the user's last name(s)
Username - short name, unique in the system, used to identify the user (no spaces, it must begin with the
organization's alias followed by a forward slash "/")
Display Name - identification sent to the destination in the calls made by the user
Email Address - email used by the portal to contact the user
o If the user has already been created in the Login, this will be indicated (see figure). If the user has
not been created in the Login, a notice will inform you of the fact and you will then be prompted
to create the user in the Login. You must provide an email address for the user.
Service Profile - sets the services the user will have access to
Default Language for Portal - preset language to be used throughout the portal;
User Status - influences the type of services that the user can use:
o Active- an active user has access to all the services they are subscribed to
o Blocked - a blocked user can only make calls to the destinations on the List of Always Accessible
Numbers and/or the List of Toll-Free Numbers. The user can receive all calls.
o Deactivated - a deactivated user cannot make or receive calls, and cannot access the portal
With Portal access - indicates whether or not the user has access to the portal (The manager doesn't have
the possibility to edit the access to the portal by Basic Users).
Contact Directory Visible - indicates whether or not the user is visible in contact directory
You have 3 further options available:
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Contacts - for accessing the user's personal contacts
Open - for entering the Self-care portal - User as if you were the user, with the exception of Click-toCall/Email in the contacts, which is optionally made available
Delete - for deleting the user. All the user's service configurations are deleted and all the associated
numbers and telephones are released. Users who were originally Basic and/or who had an associated
Shared or Personal Virtual Fax cannot be deleted (where they have a Virtual Fax it is first necessary to
remove the fax account. Users who were originally Basic can be removed by removing the mobile number
with which they were created)
Phones
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In the Telephones tab, you can see which telephones are associated with the user and you can
associate/disassociate Nomadic IP and Geographical IP type telephones to/from the user. The other types of
telephone are associated automatically with the user when the numbers are associated in the numbers tab.
To associate telephones with the user, choose from the selection of the organization's available telephones and
click on [+] to add. To disassociate telephones from the user, just click on [x] next to the name of the telephone
you wish to disassociate.
Numbers
In the Numbers tab, you can associate Numbers with the user, set the respective direct association with
telephones (for those cases in which the Single Number Reach and Outgoing Numbers services are not set) and
configure User Numbers.
There are two User Number sections:
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Setting of General User Numbers - section for setting the general numbers used by users when they do
not have the Outgoing Numbers service configured :
o General Number displayed for all External Destinations - User number displayed when the user
makes calls to external destinations, only available if the organization is not subscribed to the
Convergent Access service
o General Number displayed for Internal Destinations - User number displayed when the user
makes calls to internal destinations (for the user's short numbers to be valid options for this
selection, the user must have the On-Net Display service activated
Associate Numbers with the user - section for associating numbers with the user. There are two different
tables in this section:
o Table for associating Numbers with User Telephones - for each user telephone you can associate
free organization numbering. If a telephone is not configured in the Outgoing Numbers service,
you can set the number to be displayed when the destination is of the following types:
 External Destination - only available if the organization is not subscribed to the
Convergent Access service
 Internal Destination - short numbers can only be selected when the user has the On-Net
Display service activated
o Table for associating numbers with the user without having an associated telephone - it is
possible to associate numbers with the user without directly associating a telephone
The manager can only assign a number with Voicemail.
If the telephone has already been configured in the Outgoing Numbers service, there will be a marker symbol next
to the telephone to indicate this and you will not be able to set the standard configurations for calls to the various
destinations.
If the telephone has already been configured in the Single Number Reach service, there will be a marker symbol
next to the telephone to indicate this.
In scenarios of forwarding this setting is used to determine the applicable terminal forwarded to the number.
You can associate or disassociate short and/or long numbers. To associate a number, select it and click on [+]. To
disassociate it, click on [x] next to the name of the number you wish to select and disassociate.
To make these changes permanent, click on "Save".
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Service Profiles
You can use this tab to edit the services to be applied to the calls that are made/received by the
telephones/numbers directly associated with the user. The services in the list below are those that it may be
possible to configure, depending on whether or not they are available in the organization.
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Account Codes
Anonymous Call Rejection
Attendant Console
Authorization Codes
Busy Lamp Field
Call Forwarding
Call Pickup Group
Call Pull
Call Transfer
Call Waiting
Corporate Speed Dial
Direct Call Pickup
Do Anonymous Calls
Do Not Disturb
Hunt Group
Incoming Call Barring
Inhibition of Portability Announcement
Manager-Assistant
Maximum Simultaneous Calls by User
Music on Hold
On-Net Display
Originating Identity Presentation
Originating Identity Restriction
Outgoing Call Barring
Outgoing Numbers
Personal Speed Dial
Personal Virtual Fax
Pre-Answer
Service Access Codes
Shared Virtual Fax
Single Number Reach
Switchboard
Virtual User
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Create User
Add new users to the organization on this page by completing the following form, which is divided into 2 tabs:
Personal Data
You can configure the following characteristics of a User:
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Access Profile - defines the permissions for using the portal
First Name - the user's first name(s)
Last Name - the user's last name(s)
Maximum Simultaneous Calls - sets the limit for the maximum number of simultaneous user calls. In
calculating the calls limit, both the calls made and those received by the user are counted. This option is
only available if the organization is subscribed to Maximum Simultaneous Calls by User service.
Username - short name, unique in the system, used to identify the user (no spaces, it must begin with the
organization's alias followed by a forward slash "/")
Display Name - identification sent to the destination in the calls made by the user
Email Address - email used by the portal to contact the user
Service Profile - sets the services the user will have access to
Default Language for Portal - preset language to be used throughout the portal;
User Status - influences the type of services that the user can use:
o Active- an active user has access to all the services they are subscribed to
o Blocked - a blocked user can only make calls to the destinations on the List of Always Accessible
Numbers and/or the List of Toll-Free Numbers. The user can receive all calls.
o Deactivated - a deactivated user cannot make or receive calls, and cannot access the portal
With Portal access - indicates whether or not the user has access to the portal
Contact Directory Visible - indicates whether or not the user is visible in contact directory
Phones and Numbers
When creating the user, set which telephones, and the respective short and long numbers, are to be associated
with the user from this tab.
Password Disclosure/Recovery
Create user logins on this page. You can only do so for users who have an associated email and if the email does
not already exist on the Login platform. Users are grouped by email.
Select the users for whom you wish to create an email on the Login platform and click on "Create".
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Manage Closed Users Groups
Closed Users Groups List
Manage Closed Users Groups on this page.
The fields in the table contain the following information:
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Name - name of the group in the system (includes a hyperlink to the group in the portal)
Description - optional description of the group
Delete - for deleting groups
The displayed results can be filtered by certain table fields, so you can filter in the relevant groups. You can make
text search of the fields and also search by keywords (and can use the "!" and "*" wildcards)
You can also "Clear Search" to clear all filters in the table fields. All groups will then be visible
Clicking on "Create Closed Users Group" will take you to the page for creating new groups.
Closed Users Group Details
You can see and edit Closed Users Group information on this page. It is divided into 3 tabs:
Characteristics
You can configure the following group details:
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Name - name of the group, unique in the client
Description - optional description of the group
Maximum Number of Users - maximum number of users that can be added to the group
Blocking
You can use this tab to configure the blocking of the group's outgoing calls, setting numbers that the group users
cannot call. You should configure the Outgoing Call Barring service in the following way:
1) In the If group user calls from phones box select one of the following options:
1.
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3.
All - the rule is applicable to all the user's telephones
Mobile - the rule is applicable to all the user's mobile telephones
Fixed - the rule is applicable to all the user's fixed telephone
2) In the Call Barring for Users Group section, you can set the blocking of calls to one or more of
the available groups
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Note:
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You cannot repeat rules for a single group of telephones. In other words, You cannot configure 2 rules in
which the first condition is the same.
Users
You can use this tab to add or remove users from the user group. The users in the group are arranged into a list
that you can search by name.
You can remove a user from the group by clicking on "Remove user from group". To add a user, write the name or
select the user from the list in "Add User" and then click on the small button to the right of this box.
Create Closed Users Group
You can add new user groups to the client on this page.
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