Cox Business VoiceManagerSM

VoiceManager User Guide

Release 2.0

Table of Contents

© 2013 by Cox Communications.

All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of Cox Communications.

i



Table of Contents ........................................................................................................................... i

Getting Started with Cox Business VoiceManager .................................................................... 1

First-Time Users ........................................................................................................................ 1

Logging into MyAccount .......................................................................................................... 1

Accessing the Web Portal ........................................................................................................ 2

VoiceManager Features ................................................................................................................ 3

Anonymous Rejection ............................................................................................................... 3

Automatic Callback ................................................................................................................... 4

Barge-In Exempt ........................................................................................................................ 5

Call Forwarding Busy ................................................................................................................ 9

Call Forwarding No Answer .................................................................................................... 10

Call Forwarding Not Reachable ............................................................................................. 11

Call Forwarding Remote Access............................................................................................ 12

Call Forwarding Selective ....................................................................................................... 13

Call Forwarding........................................................................................................................ 14

Call Hold ................................................................................................................................... 17

Call History ............................................................................................................................... 18

Call Notify ................................................................................................................................. 19

Call Park and Directed Call Park ............................................................................................ 21

Call Park Retrieve .................................................................................................................... 23

Call Pickup ............................................................................................................................... 24

Call Return ................................................................................................................................ 26

Call Transfer ............................................................................................................................. 27

Call Waiting .............................................................................................................................. 29

Calling Line ID .......................................................................................................................... 30

Calling Line ID Blocking per Call ........................................................................................... 31

Calling Line ID Delivery

— Internal ........................................................................................ 32

Calling Line ID Delivery

– External ........................................................................................ 33

Calling Name Delivery ............................................................................................................. 34

Calling Name Retrieval ............................................................................................................ 35

Calling Number Delivery ......................................................................................................... 36

Common Phone List ................................................................................................................ 37

Contact List .............................................................................................................................. 38

Custom Ringback .................................................................................................................... 39

i


Directed Call Park .................................................................................................................... 42

Directed Call Pickup ................................................................................................................ 43

Directed Call Pickup with Barge In ........................................................................................ 44

Do Not Disturb ......................................................................................................................... 45

Extension Dialing..................................................................................................................... 46

Group Directory ....................................................................................................................... 47

Hoteling .................................................................................................................................... 48

Hunting & Series Completion ................................................................................................. 49

Incoming Calling Plan (User) .................................................................................................. 53

Instant Group Call.................................................................................................................... 55

Last Number Redial ................................................................................................................. 58

Multi-Location Extension Dialing ........................................................................................... 59

Monitored Users ...................................................................................................................... 60

Music On Hold - User .............................................................................................................. 61

N-Way Conferencing ............................................................................................................... 63

Outgoing Calling Plan ............................................................................................................. 64

Outlook

®

Integration ................................................................................................................ 66

Personal Phone List ................................................................................................................ 67

Personal Status Manager ........................................................................................................ 68

Priority Alert ............................................................................................................................. 71

Privacy Settings ....................................................................................................................... 73

Push to Talk ............................................................................................................................. 75

Remote Office .......................................................................................................................... 77

Schedules ................................................................................................................................. 78

Selective Call Acceptance ...................................................................................................... 80

Selective Call Rejection .......................................................................................................... 81

Sequential Ring........................................................................................................................ 82

Simultaneous Ring Personal .................................................................................................. 86

Speed Dial ................................................................................................................................ 89

Speed Dial 8 ............................................................................................................................. 90

Speed Dial 100 ......................................................................................................................... 91

Standard Voice Mail ................................................................................................................ 92

Three-Way Calling/Consultation Hold/Call Transfer ............................................................ 95

Time Schedule (Personal and Holiday) ................................................................................. 96

Toll Restriction......................................................................................................................... 97

Trunk Group ............................................................................................................................. 98

ii


Unified Messaging ................................................................................................................... 99

User Profile & Feature Settings ............................................................................................ 100

Virtual Number Service ......................................................................................................... 104

VoiceManager Toolbar .......................................................................................................... 105

Voice Portal ............................................................................................................................ 106

Appendix A ...................................................................................................................................... i

Feature Access Codes ............................................................................................................... i

Index ............................................................................................................................................. vii

iii

Getting Started with Cox Business VoiceManager

Getting Started

First-Time Users

As a first time user to the Cox Business VoiceManager application, you will receive a welcome email from [email protected]

before your installation date. The email will contain your

username

and

password

.

Logging into MyAccount

Figure 1 shows a sample welcome email that new

VoiceManager

customers receive. The link that is highlighted should be used to access

VoiceManager MyAccount.

Figure 1. Welcome Email (sample)

Complete the following steps to log onto

VoiceManager MyAccount

.

1.

Click the embedded link in the email to complete the registration process. You should see the phrase, “

Congratulations; you have successfully activated your account

.”

2.

Click

Go to Login Page

.

3.

Complete the personalized

Secret Question

and

Answer

. (

Note

: The answer must be 5-

20 characters in length.)

4. Complete the

Contact

options and preferences information.

5. Click the

Save

button.

VoiceManager MyAccount User Guide 1

Getting Started

Accessing the Web Portal

You can access the VoiceManager Web Portal in MyAccount through a graphical user interface

(GUI).

Figure 2. MyAccount Login Page

Use the following steps to access the

VoiceManager Web Portal

.

1.

Enter

www.cox.com

in your web browser to open the Cox Business home page.

2.

Click

MyAccount

in the

Business

options at the top of the screen.

3.

Enter the login name that has been assigned to you in the

Username

field. (

Note

: Your login name/email address has been set up with Administrator privileges.)

4.

Enter your

Password

in the corresponding field. (

Note

: All first-time users are prompted to change their password.)

5.

Click

Go

to view your online profile information and associated accounts.

2 VoiceManager MyAccount User Guide

VoiceManager Features


This section provides steps to help you activate, enable and manage your VoiceManager features on your phone and online. Descriptions and benefits are provided where available.

Anonymous Rejection

This feature has been combined with others to create

Call Acceptance & Rejection

.

VoiceManager User Guide 3


Automatic Callback

Feature Description

Automatic Callback

provides notification when a busy line within a group becomes available.

This feature is available with the VoiceManager Anywhere package and IP Centrex service.

Solution

Save time wasted on busy signals and redials. Automatic Callback redials the last number called as soon as it becomes available and connects instantly!

Setup

Turn On Automatic Callback

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools

menu in the left navigation bar.

3. Click the

Call Settings

tab.

4. Under the

Dial/Redial

section, click the


link.

5. Choose the

On

radio button.

6. Click the

Save

button.

Result:

A message indicates your


settings were updated.



Barge-In Exempt

Feature Description

Barge-In Exempt

allows you to block users who have the Directed Call Pickup with barge-in feature from intruding on your active calls.

Solution

Maintain your privacy on a phone call without possibility of interruption from callers with barge-in capability. Barge-In Exempt conveniently turns on or off with the click of a button.

Setup

Barge-In Exempt

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Advanced Call

Settings

tab.

4. Under the

Team Calling

section, click the

Barge-In

Exempt

link.

5. Click the

ON

radio button to block anyone with

Directed Call Pickup with

Barge-In

from conferencing in on your calls. Clicking the

Off

radio button will allow barge-ins.

6. Click the

Save

button.

Result:

A message indicates the

Barge-In Exempt

settings were updated successfully.



Busy Lamp

Feature Description

Busy Lamp

works with the IP Phone to enable seeing when designated users are engaged in a telephone call. It is available with VoiceManager packages and IP Centrex service.

Solution

Improve productivity with this advanced monitoring capability. Calls can be answered and routed in record time, ensuring customer’s needs are met quickly!

Setup

Designate Monitored Users

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Advanced Call

Settings

tab.

4. Under the

Team Calling

section, click the

Busy

Lamp

link

.

5. Click the user or users listed in the

Available

Users

list you want to designate as a

Monitored User

.

Monitored Users are those individuals whose phone activity can be monitored by others through the shared call appearance feature available on the IP Phones and Receptionist Console

Software.

6. Click the

Add

or

Add All

button to move one or all to the

Monitored Users

list.

7. Likewise, click the

Remove

or

Remove All

button to remove users from the

Monitored

Users

list and return them to

Available

Users

.


VoiceManager MyAccount User Guide


8. To find a user that is not in the

Available Users

list, click the

Search

drop-down menu.

9. Click either the

Last

Name

or

First Name

option.

10. Enter the name in the

Search

field.

11. Click the

Find

button.

12. Once the list is complete, click the

Save

button.

7


Call Forwarding Always


Call Forwarding

.


Call Forwarding Busy


Call Forwarding

.




Call Forwarding No Answer


Call Forwarding

.


Call Forwarding Not Reachable


Call Forwarding

.




Call Forwarding Remote Access


Call Forwarding

.


Call Forwarding Selective


Call Forwarding

.




Call Forwarding

Feature Description

Call Forwarding

feature options define how calls are managed in different situations and are available based on the type of VoiceManager service package purchased. They may also be included with IP Centrex, PRI, and SIP Mobility services. Options appear in the settings pages.

Solution

Call Forwarding is an important feature that can be used for disaster recovery and business continuity. Empower employees with advanced call forwarding capabilities, ensuring they can always be reached.

Setup

Turn On Call Forwarding

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call

Forwarding

section, click the

Call Forwarding

link.

Click the

Always

checkbox to forward all incoming calls to a different phone number.

1. Click the

On

checkbox to the left of

Always

.

2. In the

Forward To

column, enter the telephone number to which calls should be forwarded.

3. From the

Options /

Manage

column, click the drop-down menu to specify if a

Ring

Reminder

will or will not send an alert of an incoming forwarded call.

4. Click the

Save

button.

Click the

Busy

checkbox to forward all incoming calls to a different phone number when your primary phone is busy.

1. Click the

On


Busy

.




2. In the

Forward To


3. Click the

Save

button.

Click the

No Answer

checkbox to forward calls when unavailable to answer the phone.

1. Click the

On


No Answer

.

2. In the

Forward To


3. From the

Options /

Manage

column, click the drop-down menu to specify the number of

Rings

that should occur before calls are forwarded.

4. Click the

Save

button.

Click the

Not Reachable

checkbox to forward incoming calls when not accessible.

1. Click the

On


Not

Reachable

.

2. In the

Forward To


3. Click

Save

.

Click the

Call Forwarding

Selective

checkbox to forward specified calls to a different phone number.

1. Click the

On


Call

Forwarding Selective

.

2. Click the

Ring Reminder

drop-down menu and select

Ring Reminder

Off

or

Ring Reminder

On

.

3. Click the

Add Call

15


16

Forwarding Selective

Rule

link.

4. Enter an explanation for the rule in the

Description

field.

5. Click the

When

Receiving Calls From

drop-down menu to select the type of phone number to which to apply the rule.

6. Enter the phone number to which calls should be forwarded in the

Forward to

field, or Click the

Do

Not Forward

checkbox.

7. Click the

During Regular

Schedule

and

During

Holiday Schedule

dropdown menus to select when to apply the rule.

8. To create additional schedules, click the

Add a Regular Schedule

and

Add a Holiday Schedule

links.

Create separate

Call

Forwarding Rules

if both a

Regular

and

Holiday

Schedule

are desired. See

Setting Up Schedules

for instructions on how to create and edit a schedule.

1. Click the

Save and

Return

button.

2. To make changes to an existing

Call Forwarding

Selective Rule

, click the checkbox next to the named rule.

3. Click either the

Edit

or

Delete

link to make changes to or remove an existing rule.

4. Click the

Save and

Return

button

.



Call Hold

Feature Description

Call Hold

allows you to dial a feature access code to hold and retrieve calls. You can make another call while the first call is held and can toggle between active and held calls. Call Hold is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Provide excellent service with flexible features that enable employees to hold and retrieve calls quickly, ensuring availability for important issues. Call Hold enables handling calls of a more urgent nature while affording opportunities to discuss call-back times for those that are not.

Setup

Call Hold

No setup is required for this feature.

1. Click the flash button or the switch hook.

2. Press *22.

3. Make a second call.

Note:

To toggle between calls, flash the phone and press *22#.



Call History

Feature Description

Call History

allows you to view telephone numbers from calls you have missed, received, and dialed. When you click any of the tabs, the Name, Number, and Date/Time of the call appears.

You may call the number by clicking the link of the telephone number.

Solution

Increase productivity by capturing contacts and business

– even when you miss the calls. Call

History enables the access of contact information instantly on a recent call dialed, received, or missed, as well as redialing with the click of a mouse.

Setup

Call History

1. Log in to

Voice Manager

MyAccount

.

2. Click the

VoiceManager

Tools


3. In the

Getting Started with VoiceManager

box, under the

Download

Toolbar

heading, click the

VoiceManager

Toolbar Download

link.

4. Click the

Call History

Icon

on the

VoiceManager Toolbar to open the Call History Log.

5. Click the desired number link.

Result:

The call is initiated.



Call Notify

Feature Description

Call Notify

allows you to specify conditions for incoming calls that trigger email notification. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Stay connected anywhere you have email access! Call Notify generates an email notification to your inbox when specified calls are received.

Setup

Add Call Notify Rule

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call

Forwarding

section, click the

Call Notify

link.

5. Enter a valid email address in the

Send All

Notification Emails to

field.

6. Click the

Add Call Notify

Rule

link.

7. Enter a name for the rule in the

Description

field.

8. Click the

When


drop down menu.

9. Click the phone number type to which the rule applies. The options are

Any Phone Number

or

Specific Phone

Numbers

.

10. Click the checkbox for

Specific Phone

Numbers.

11. Click the type of phone number

–

Any Private

Number

or

Any

Unavailable Number

and enter that number. You may add more numbers when you click the

Add

Another Number

link



and repeat up to 12 times.

12. Click the

Send

Notification

radio button to activate an email alert or select

Do Not Send

Notification

to deactivate this feature.

13. Click the

During Regular

Schedule

and

During


drop down menus and select the option to define when the rule applies.

14. Click the

Add a Regular

Schedule

or

Add a


link to create a new rule.

Create separate

Call Notify

Rules

if both a

Regular

and a

Holiday Schedule

are desired.

See

Add a Schedule Setup

for detailed instructions.

15. Click the

Save and

Return

button.



Call Park and Directed Call Park

Feature Description

Call Park

allows you to hold a call for an extended period of time, then retrieve it from any extension within your group.

Directed Call Park

enables a user to hold a call by a specific extension number and pick up from any in-group extension. Both features are available with the

VoiceManager Anywhere package and IP Centrex service.

Solution

Provide excellent service with flexible features that enable employees to hold and retrieve calls from any phone in the facility! Call Park allows you to answer a call and place it on hold at another extension in your group in order to assure customer’s needs are met quickly and efficiently.

Setup

Edit/Add a Call Park Group

13. Log in to

VoiceManager

MyAccount.

14. Click the

VoiceManager

Tools menu in the left navigation bar.

15. Click the

Call Settings

tab.

16. Under the

Holds and

Transfers

section, click the

Call Park

link.

17. Click

Edit

or

Delete

to change or remove an existing Call Park Group.

Click

Add Call Park

Group

to create a new group.

18. Enter a description in the

Group Name

field.

19. Click on names from the

Available Users

list.

20. Click the

Add

or

Add All


Assigned Users

list.


Remove

or

Remove All


Assigned Users


Available Users

.


Available Users

list, click the

Search

drop-down menu.



Call Park Settings

Directed Call Park


22

23. Click either the

Last

Name

or

First Name

option.


Search

field.

25. Click the

Find

button.

26. Once the list is complete, click the

Save and

Return

button.

Result:


Call Park Group

was added.

1. Enter a

Recall Time

value between 30 and

600 seconds to set the amount of time a parked call waits before being redirected back to the original extension.

2. Click the

Display

dropdown menu to set the amount of time a parked call that is not retrieved displays on the phone before it is automatically released.

3. Click the

Enable Parked

Destination

Announcement

checkbox to announce a call that is parked or waiting.

4. Click the

Save

button.

To Park a Call on a Different

Extension:

1. Press

*68#

.

2. Enter the extension where the call is parked followed by the

#

sign.



Call Park Retrieve

Feature Description

Call Park Retrieve

allows you to pick up a parked call from your phone by dialing an access code. Call Park Retrieve is available with the VoiceManager Anywhere and Office packages, and

IP Centrex service.

Solution

Provide excellent service with flexible features that enable employees to park and retrieve calls quickly, ensuring prompt customer service. Call Park Retrieve enables handling calls for others as well as mobility within an office, promoting the efficiency of a team effort and maximizing productivity.

Setup

Call Park Retrieve


1. Press

*88#.

2. Dial the extension where the call is parked.

3. Press

#.

4. If the call is parked on the extension retrieving the call, simply press

#

.



Call Pickup

Feature Description

Call Pickup

enables answering any line ringing within a Call Pickup Group. It is available with the


Solution

Provide excellent customer service by enabling employees to answer any line within their Call

Pickup Group.

Setup

Edit/Add a Call Pickup Group

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Advanced Call

Settings

tab.

4. Under the

Team Calling

section, click the

Call

Pickup

link.

5. Click the

Add Call

Pickup Group

link.

6. In the

Group Name

field, enter a name for those who can answer calls for each other.

7. To add users to a group, click on names from the

Available Users

list.

8. Click the

Add

or

Add All


Assigned Users

list.


Remove

or

Remove All


Assigned Users


Available Users

.


Available Users

list, click the

Search

drop-down menu.


Last

Name

or

First Name

option.


Search

field.

13. Click the

Find

button.



14. Click the

Save and

Return

button to complete the process.

Result:


Call Pickup Group

was added. It will now be available in the

My Call Pickup Group

section.



Call Return

Feature Description

Call Return

allows you to call the last party that called, whether or not the call was answered. To call back the last party that called, just dial the call return feature access code (see your Feature

Access Code page). If the calling number is not available, you receive an error message. Call

Return is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Enhance productivity and customer service by creating a climate of follow-up. Connect with clients, even after missing a call the first time, and build customer loyalty and business.

Setup

Call Return



2. Press *69.

Result:

You will either connect with your previous caller, or, if not available, you will receive an error message.



Call Transfer

Feature Description

Call Transfer

manages how transferred calls are directed. It is available with the VoiceManager

Office and Anywhere packages, and IP Centrex service.

Solution

Ensure customers receive speedy service by routing calls quickly and efficiently. The Call

Transfer feature facilitates call management and direction.

Setup

Call Transfer Settings

Call Transfer Recall:

Use this type of transfer to reconnect to the transferring party after a pre-defined number of rings.

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Holds and

Transfers section,

click the

Call Transfer

link.

5.

Select the

On

radio button to activate the

Call

Transfer Recall

feature.

6. From the

Number of

Rings Before Recall

drop-down menu, select the number of times the phone should ring before it is reconnected to the transferring party.

Busy Camp:

Use this type of transfer to place the caller on hold for a pre-defined time until the line becomes available.

1. Select the

On


Busy Camp

feature.

2. Enter the number of seconds

– 30 to 600 - the caller should hold until the line becomes available in the

Busy

Camp Duration

field.



Redirect Unannounced

Transfers:

Use this type of transfer to prevent unannounced calls.

1. Select the

On

radio button to

Redirect

Unannounced

Transfers

.

Redirect Announced

Transfers:

Use this type of transfer to prevent announced calls.

1. Select the

On

radio button to

Redirect

Announced Transfers

.

2. Click the

Save

button.



Call Waiting

Feature Description

Call Waiting

notifies you of an incoming call while on the phone by sounding two short bursts allowing you to ignore the incoming call, or place the first call on hold and answer the second.

Call Waiting is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Increase productivity and enhance customer service by notifying employees when an additional call is waiting with the VoiceManager Call Waiting feature.

Setup

Activate Call Waiting

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call Receiving

section, click the

Call

Waiting

link.

5. Select the

On

or

Off

radio button to activate or deactivate the

Call

Waiting

feature.

6. Click the

Save

button.

Result:


Call Waiting

settings saved successfully.

Note:

To make an uninterrupted call, Press

*70#

from your phone. The

Call

Waiting

service turns back on after the next outgoing call.



Calling Line ID

Feature Description

Calling Line ID

provides the option to display or block the name and number for callers inside and outside a group. This feature is available with all VoiceManager packages and IP Centex service.

Solution

Control and protect personal identity. The Calling Line ID feature controls the information that displays on the phone for incoming and outgoing calls. Maintain privacy by blocking phone identification when making external calls.

Setup

Turn On Calling Line ID

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call

Acceptance

section, click

Calling Line ID

link.

5. Click the

On

or

Off

radio button to activate or deactivate the following

Calling Line ID functions: o

External Line ID

Displays the name and number of callers outside the group.

o

Internal Line ID

Displays the name and number for callers inside the group

. o

Name Retrieval

Searches for the name of an anonymous incoming caller through an external database.

o

Line ID Blocking

Omits personal identity when placing outgoing calls

.

6. Click the

Save

button.


Calling Line ID Blocking per Call


Calling Line ID

.




Calling Line ID Delivery

— Internal


Calling Line ID

.


Calling Line ID Delivery

– External


Calling Line ID

.




Calling Name Delivery

Feature Description

Calling Name Delivery

is activated through

Calling Line ID

, and displays the calling line name and number for callers from inside your group or enterprise (Internal) and / or callers from outside your group or enterprise (External). Calling Name Delivery is available with the VoiceManager

Anywhere and Office packages, and IP Centrex service.

Solution

Control your phone schedule time by identifying the name of a caller based upon unique information access, then manage the call as appropriate.

Setup

Calling Name Delivery

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call

Acceptance

section, click

Calling Line ID

link.

5. Click the

On

or

Off


Calling Line ID functions:





.

Name Retrieval


6. Click the

Save

button.

Result:


Calling Line ID




Calling Name Retrieval

Feature Description

Calling Name Retrieval


Calling Line ID

, and enables you to identify a caller’s name using information from a source other than the Cox Network, such as your Outlook folder or Smart Phone. Calling Name Retrieval is available with the VoiceManager Anywhere and

Office packages, and IP Centrex service.

Solution

Control your phone schedule time by identifying the name of a caller based upon unique information access, then manage the call as appropriate.

Setup

Calling Name Retrieval

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call

Acceptance

section, click

Calling Line ID

link.

Click the

On

or

Off

radio button to activate or deactivate the Calling Line

ID function

Name

Retrieval.

Name Retrieval

searches for the name of an anonymous incoming caller through an external database.

5. Click the

Save

button.

Result:


Calling Line ID




Calling Number Delivery

Feature Description

Calling Number Delivery


Calling Line ID

, and enables you to see a caller's telephone number and name when they are trying to reach you. Calling Number Delivery is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Identify an incoming call’s telephone number to prioritize and determine if you want to answer the call.

Setup

Calling Number Delivery

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call

Acceptance

section, click

Calling Line ID

link.

5. Click the

On

or

Off


Calling Line ID functions:





.

Name Retrieval


6. Click the

Save

button.

Result:


Calling Line ID




Common Phone List

Feature Description

Common Phone List

allows you to create and store a list of frequently called contacts that others in the company can access and call through an application called

Contact List

. Click-todial capabilities are provided via the VoiceManager Toolbar feature.

Solution

Create a convenient, customized list of contacts you may call at the click of a mouse from anywhere. Enhance productivity and find frequently called phone numbers instantly.

Setup

Add / Edit Contacts

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Applications

tab.

4. Under the

VoiceManager

Toolbar

section, click the

Contact List

link.

5. To import a contact list from a saved file, click the

Import Contact List

link.

6. To add contacts one at a time as a User click the

Add Personal Contact

link.

7. Administrators, click the

Add Common Contact

link to add contacts one by one.

8. Enter the

Name

of the contact in the field provided.

9. Enter the associated

Phone Number

.

10. Click the

Save

button.

Result:

A message indicates your contact added successfully.



Contact List

Feature Description

Contact List

allows customization and management of a personal contact list. This feature is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Make fast work of managing business contacts! Quickly and easily personalize and manage a contact list using the Contact List feature. Administrators can also manage the Common Contact

List that is accessible to all employees.

Setup

Add/Edit Contacts

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Applications

tab.

4. Under the

VoiceManager

Toolbar

section, click the

Contact List

link.



link.



link.




8. Enter the

Name



Phone Number

.

10. Click the

Save

button.

Result:




Custom Ringback

Feature Description

Custom Ringback

allows a selected and / or uploaded ringback to play to callers based on a phone number list or a specific time during the day or week. Custom Ringback is available as an a la carte feature with any VoiceManager package or IP Centrex service.

Solution

Deliver optimal customer service by providing a customized message or ring tone to specific customers.

Setup

Group and Personal Ringback Rules

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call

Settings tab.

4. Under the

Call Receiving

section, click the

Custom

Ringback

link.

Group Ringback:

5. Click one of the

Action

radio buttons to select whether or not to play a

Group Ringback.

6. If you choose

Play

Ringback

, click

Select

Audio

to upload a custom audio file.

7. Click

Browse

to find the file.

8. Click your file name to select it.

9. Click the checkbox to accept the disclaimer.

10. Click the

Continue

button

.

Personal Ringback:

11. To engage an existing rule, click the

On

checkbox next to the

Ringback Rule.

12. Click

Save

.

13. To create a new ringback selection, click the

Add

Custom Ringback Rule



40

link.

14. Enter a name for this group in the

Description

field.

15. Click the

When


drop-down menu to select the phone numbers covered by this rule.

16. Click the

Play Ringback

or

Do Not Play

Ringback

, depending upon preference.

17. Click the drop-down menu for

During Regular

Schedule

or

During


to select when the rule applies.

18. Click

Add a Regular

Schedule

or

Add a


to create a time detailed schedule and event.

Create separate

Custom

Ringback Rules

if both a

Regular

and

Holiday

Schedule

are desired.

19. Enter a name for the new regular or holiday schedule in the

Schedule

Name

space.

20. Click the radio button for

Group

or

Personal

to indicate who will have access to this rule.

21. In the

Event Name

space, type what this rule will be called.

22. Enter the

Start Time

by clicking the calendar link and the start date.

23. Enter the start time in the four digit format,

hh:mm,

in the space.

24. Click the drop-down menu; select

AM

or

PM.

25. If the rule applies more than specified hours, click the

All Day

checkbox.



26. For the

End Time

, repeat steps #18-20.

27. Click the

Recurs

dropdown menu and select how often the rule applies.

28. Click the

Save

button.

29. To change an existing rule, click the

Edit

link next to the rule.

30. Make all necessary changes and click the

Save

button.



Directed Call Park

This feature has been combined with

Call Park

.



Directed Call Pickup


Directed Call Pickup Including Barge-In

.



Directed Call Pickup with Barge In

Feature Description

Directed Call Pickup

allows you to answer a call ringing to a specific extension within the call pick-up group.

Directed Call Pickup with Barge-In

enables you to automatically conference in to an existing call that has been answered within the call pickup group. These features are available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Note: A Call Pickup Group and a Call Pickup Group with Barge-In is defined by the Group

Administrator.

1.

Solution

Maintain business priorities and choose to answer specific incoming calls to ensure faster handling time and service. Add convenience by answering an incoming call ringing on a different phone without leaving your desk. Also, join a call in progress to monitor the quality of the communication and provide coaching or support.

Setup

Directed Call Pickup


1. From your phone, press

Flash or switch hook.

2. Press *97# and the extension number of the call you want to answer.

3. Press the # sign.

Directed Call Pickup with Barge-In


1. . From your phone, press

Flash or switch hook.

2. Press *33# and then the specific extension number of the call you want to pick up.

3. Press the # sign.



Do Not Disturb

Feature Description

Do Not Disturb

can send calls directly to voicemail without ringing the primary phone. It is available with the VoiceManager Anywhere package and IP Centrex service.

Solution

Increase productivity by minimizing interruptions. Do Not Disturb eliminates ringing by redirecting calls to voice mail.

Setup

Turn On Do Not Disturb

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings tab.

4. Under the

Call

Acceptance

section, click the

Do Not Disturb

link.

5. Click the

On


Do Not

Disturb

feature and send calls directly to voicemail.

When

Do Not Disturb

is turned on, a

Ring

Reminder

option appears.

6. Click the

Ring Reminder

radio button

On

or

Off

to activate or deactivate a short ring when a call is sent to voicemail.

7. Click the

Save

button.

Result:


Do Not Disturb

setting was saved.



Extension Dialing

Feature Description

Extension Dialing

allows you to reach any other user within the VoiceManager group by dialing an internal extension. This feature is automatic with VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Save time and reach others in the company by using a convenient, abbreviated dialing plan.

Setup

Extension Dialing

Extension Dialing is set up with service installation and defaults to four-digit dialing

– the last four digits of the phone number. Customers may request up to six-digit dialing.



Group Directory

Feature Description

Group Directory

allows you to create multiple contact lists containing names, phone numbers, extensions, emails and account numbers. Group Directory is available with VoiceManager

Anywhere and Office packages, and IP Centrex service.

Solution

Manage contacts quickly and efficiently with Group Directory. Maximize productivity by reducing the time spent looking for customer information.

Setup

Group Directory

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

User & System

Management

tab.

4. Under the

Utilities

section, click the

Group Directory

link.

5. Click the

Search

dropdown menu and select the type of information by which to find a contact: Last

Name, First Name, Phone

Number, Extension or

Email Address.

6. Enter the appropriate contact information in the adjacent field.

7. Click the

Find

button.

8. Click the desired contact from the options listed.

9. Repeat steps #5-8 until the

Group Directory is complete.

10. Click the

Filter by

dropdown menu to select an account-specific directory.

11. Click the

Export

button to transfer the Group Directory to an Excel file.

12. Click

Back

to return to the previous menu.



Hoteling

Feature Description

Hoteling

enables you to place and receive calls that display as your office phone number when visiting other companies that use VoiceManager. The Hoteling feature is available with IP Centrex service.

Solution

Enjoy complete mobility when visiting other company locations by making and receiving calls that appear as your own business phone number.

Setup

Activate

Activate Hosting:

1. Log in

to VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Advanced Call

Settings

tab.

4. Under the

Remote

Calling

section, click the

Hoteling

link.

5. Select the

Hoteling Host

On

radio button to activate the feature.

Once the host phone is activated, you can assign yourself as a Hoteling Guest to the phone temporarily.

Activate Guesting:

1. Scroll to the

Guesting

section and expand the

Host pull-down menu.

2. Select a host from the list.

3. Click the

Save

button.



Hunting & Series Completion

Feature Description

Hunting & Series Completion

facilitates routing customer calls to a team of users. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Never miss a customer call! Hunting and Series Completion facilitates routing calls to a team of employees. Routing can be customized based on the order phones ring, the number of rings at each extension before advancing calls to the next available user, and the treatment for any call that cannot be answered.

Setup

Create / Edit a Hunt Group or Series Completion Rule

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Advanced Call

Settings

tab.

4. Under the

Team Calling

section, click the

Hunting and Series Completion

link.

5. To create a Hunt Group rule, click the

Add Hunt

Group or Series

Completion Rule

link.

Note:

the number of licenses or allowable groups is listed in the feature description above the link.

6. Click the

Rule Type

radio button for Hunt Group.

7. Click the

Show General

Hunt Group Rule

Settings

link.

8. Enter a descriptive title in the

Hunt Group Name

field.

9. Click the radio button to select

Directory Number

Hunt

or

Pilot Number

Hunt

.

10. In a Pilot Number Hunt, click the

Phone Number

drop-down menu and select the phone number provided by the customer service representative. In


50


a Directory Number Hunt, the

Hunt Group

Extension

automatically matches the last four digits of the CSR provided phone number.

In both, the number can be edited.

11. Click the

Account

dropdown menu and select the account to which to add the rule.

12. Click the

Time Zone

drop-down menu to select the timing to apply to the rule.

13. Click the

Rollover Order

to select how unanswered calls forward to members of the group.

14. Click the

Yes

or

No

radio buttons to

Allow Call

Waiting

.

15. For

No Answer Settings

, click the

Roll Over After

checkbox.

16. Click the drop-down menu to select the desired number of rings- from 1

– 20, or click the

After

checkbox and enter the number of

seconds

to wait before forwarding the call.

17. Click the adjacent dropdown menu to select

Forward to Cox

VoiceMail

or

Forward to

another number.

18. If clicking

Forward to

Cox VoiceMail

, enter *55 then the phone number attached to the voicemail.

19. If clicking

Forward to

, enter another number in the field provided.

20. Click the

Show Hunt

Group Users

link to add or edit users in a group.


Available Users

list.




22. Click the

Add

or

Add All


Assigned Users

list.


Remove

or

Remove All


Assigned Users


Available Users

.


Available Users

list, click the

Search

drop-down menu.


Last

Name

or

First Name

option.


Search

field.

27. Click the

Find

button.

28. Click the

Save and

Continue

button

.

29. To change or cancel an existing rule, click the

Edit

or

Delete

link next to the rule.

30. Click the

Save and

Continue

button.

31. Click the checkbox next to the

Hunt Group

or

Series Completion Rule

to activate the feature.

32. To create a

Series

Completion Rule

, follow steps #1-5 under

Create /

Edit a Hunt Group

, selecting the radio button for

Series Completion

in step 5.

33. Enter a descriptive title in the

Series Name

field.

34. Click the drop-down menu next to

Search

, selecting

Last Name

or

First Name

, and enter the name in the field provided.

35. Click names in

Available

Users

, then click

Add

or

Add All

, depending on

51


the users selected.

36. To remove users from a group, click

Remove

or

Remove All

to move users back to Available

Users list.

37. Click the

Save and

Continue

button to return to the previous screen.

38. Click the checkbox next to the

Series

Completion Rule


39. Click the

Save

button.



Incoming Calling Plan (User)

Feature Description

Incoming Calling Plan

allows you to manage the way incoming calls are received by groups or accounts. Incoming Calling Plan is available for all VoiceManager packages and services.

Solution

Maximize efficiency by managing the way incoming calls are received by employees with

Incoming Calling Plan settings.

Setup

Define an Incoming Calling Plan for an Account

Incoming Calling Plan by

Account:

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

User & System

Management

tab.

4. Under the

Call Access

section, click the


link.

5. Click the

Inside Group

checkbox to the right of the account name to establish the account can accept incoming calls from members inside the group only.

6. Click the

Outside Group

drop-down menu to select when members of an account can receive and transfer calls from others.

The options are:

Never

,

All Transfer

, and

Allow

Always

.

7. Click the

Collect Calls

checkbox to define whether members of the account can accept incoming collect calls.

8. Click the

Save

button.

Result:



saved successfully.



Define an Incoming Calling Plan for a User

Incoming Calling Plan By

User:

1. Follow steps 1-4 from

Incoming Calling Plan for an Account

.

2. Scroll to the

Incoming

Calling Plan by User

section and click the

Show

Users

link to view the list of users.

3. Locate a specific user by entering values in the

Search

fields, or view all users.

4. Click the

Edit

link to the right of the user you want to modify.

5. Follow steps 5-7 of the

Incoming Calling Plan for an Account

for the user.

6. Click the

Save and

Return

button.

Result:

A message displays that the

Incoming Calling

Plan

was saved.



Instant Group Call

Feature Description

Instant Group Call

allows creation and management of groups of users that can be called simultaneously for a conference call. Instant Group Call is available with the VoiceManager

Anywhere package and the IP Centrex service.

Solution

Easily create and manage groups of users that can be called simultaneously for a conference call. Instant Group Call can also be combined with the Push-to-Talk feature to deliver Intercom functionality for IP Centrex Customers.

Setup

Create an Instant Group Call Group

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Advanced Call

Settings

tab.

4. Under the

Team Calling

section, click the

Instant

Group Call

link.

5. To create or add a group, click the

Add Instant

Group Call Group

link.


Instant Group Name

field.

7. Click the appropriate radio button to choose whether to

Dial by

Telephone Number

,

Extension

, or both

Telephone Number and

Extension

.

8. Click the

Phone Number

drop-down menu to select the number for the group.

The

Extension

automatically matches the last four digits of the phone number, but you can edit it to any four-digit number.

The

Instant Group ID

is populated based on phone number and extension.

9. Click the

Time Zone

drop-down menu and



56

select the correct time.

10. Click the checkbox if you would like to

Enable

Maximum Call Time for

Unanswered Call

and enter a maximum number of minutes.

11. Click the

Add Another

Number

link and enter up to 20 phone numbers for an Instant Group Call.

12. Click the

Clear

or

Remove

link to delete phone numbers from the list.

If you select an

Account

from the drop-down menu,

Account Administrators can also manage this

Instant

Group Call

group and it will follow the Account Settings for the

Incoming Calling

Plan

. If no account is selected, only the Profile

Owner can manage this

Instant Group Call

group and it will follow the Group

Settings for the

Incoming

Calling Plan

.

13. Click the

Incoming

Calling Plan

drop-down menu and select

Custom

Settings

or

Group

Settings

.

Choose

Custom Settings

to customize the

Incoming

Calling Plan

for this

Instant

Group Call

group; otherwise, choose the

Group Settings

.

14. Click the

Save and

Return

button to save your changes and return to the previous screen.

Result:

A message Indicates your

Instant Group Call

added successfully.


Activate, Edit, Delete an Instant Group Call Group


1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Advanced Call

Settings

tab.

4. Under the

Team Calling

section, click the

Instant

Group Call

link.

5. Select the

On

check box next to the

Instant Group

Call

group you want to activate.

6. Click the

Edit

or

Delete

link to change or remove an existing group.

7. Click the

Save

button.



Last Number Redial

Feature Description

Last Number Redial

allows you to redial the last number you called by clicking the "Redial" button on your Personal Call Manager or by dialing the feature access code. Last Number Redial is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Save valuable time having to remember or look up the last number you called!

Setup

Last Number Redial



2. Press #66.



Multi-Location Extension Dialing

Feature Description

Multi-Location Extension Dialing

allows VoiceManager customers with locations in different

Cox Business markets in the same city or state, or in different states, to dial between locations using a 4-digit extension dialing without incurring any local or long distance usage charges. This feature is available with VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Save time and money, and reach others in the company by using a convenient, abbreviated dialing plan.

Setup

Multi-Location Extension Dialing

No setup configuration is required.



Monitored Users

Feature Description

Monitored Users

is enabled through the Receptionist Console software. It is a convenient way to view users’ call status availability from a desktop and streamline processes and call routing for the receptionist. This feature is available with the VoiceManager IP Centrex service.

Solution

Maximize call center efficiency and productivity with this simple desktop tool for the receptionist.

Quick call reception and routing equals enhanced customer service!

Setup

Create Monitored Users List

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Applications

tab.

4. Under the

Enhanced

Receptionist Console

section, click the

Monitored Users

link.


Available Users

list.

6. Click the

Add

or

Add All


Monitored Users

list.


Remove

or

Remove All


Monitored

Users


Available Users

.


Available Users

list, click the

Search

drop-down menu.

9. Click either the

Last

Name

or

First Name

option.


Search

field.

11. Click the

Find

button.

12. Once the list is finished, click the

Save

button.



Music On Hold - User

Feature Description

Music On Hold

plays music for callers on hold and is available with the VoiceManager Anywhere package and IP Centrex service. This feature can be used with Call Park, Call Waiting, Call Hold, and Busy Camp.

Solution

Make customers’ hold time more pleasant. Use music or messages to inform or entertain customers while they wait.

Setup

Music On Hold Personal Settings

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Holds and

Transfers

section, click the

Music On

5. Click the

On

checkbox to activate

Music On Hold

.

6. Selecting

Off

overrides any group setting already selected and deactivates the feature.

7. Select the

Music Type

-

Group-Defined Music

or

Custom

.

Group-Defined Music

is set for the entire organization.

Custom

enables uploading an audio file that will replace the Group-Defined audio.

8. Click the

Select Audio

or

Change Audio

link to change a custom wave file.

9. Click

Browse

to find the desired audio file...

10. Click the

checkbox

to accept the disclaimer.

11. Click the

Continue

button.

12. Click the

Internal Calls

checkbox for music to



Music On Hold Rules (Administrators) play for

Internal Calls

.

13. Click the

System Default

or

Custom

radio button for music choice.

14. For

Custom

music, repeat steps #7-10.

15. Click the

Save and

Return

button.

1. Click the

Edit

or

Delete

link to manage Music on

Hold options for the entire profile or specific accounts

2. Select the

On

or

Off

checkbox to activate or deactivate Music On

Hold.

3. If the feature is

On

, choose when the music will play

–

Call Hold

,

Call

Park

,

Busy Camp

.

4. Select the

Music Type

–

System Default Music

or

Custom

.

5. Click the

Select Audio

or

Change Audio

link to change a custom wave file.

6. Click

Browse

to find the desired audio file.

7. Click the

checkbox

to accept the disclaimer.

8. Click the

Continue

button.

9. Click the

Internal Calls

checkbox for music to play for

Internal Calls

.

10. Click the

System Default

or

Custom

radio button for music choice.

11. For

Custom

music, repeat steps #7-10.

12. Click the

Save and

Return

button.



N-Way Conferencing

Feature Description

N-Way Conferencing

allows a user to conduct teleconference calls for a maximum of 15 telephone numbers without the need for any special configuration. This feature is available with

IP Centrex service.

Solution

Reduce meeting and travel costs by conducting business via teleconferencing. Increase productivity by getting the right people together in real-time to make decisions quicker. Add the flexibility of having a conference call anytime, anywhere to conduct business.

Setup

N-Way Conferencing


1. Dial the first party you want to conference.

2. When the person answers, click Conference to place that person on hold.

3. Dial another number to conference.

4. When that person answers, click Conference to connect that call.

5. Click Conference to place the parties on hold.

6. Repeat steps #3-5 to add a maximum of 15 people to the call.



Outgoing Calling Plan

Feature Description

Outgoing Calling Plan

allows you to manage outgoing or transferred calls by groups or accounts. These settings can be customized for anyone subscribed to VoiceManager or IP

Centrex services.

Solution

Outgoing call settings maximize productivity in the workplace by providing a means of managing how calls are made and transferred.

Setup

Outgoing Calling Plan by Account

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

User & System

Management tab.

4. Under the

Call Access

section, click the


link.

5. Click the checkboxes from the columns listed to define a call plan for an

Account

.

6. Click the

Save

button.


Outgoing Calling Plan by User


1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

User & System

Management

tab.

4. Under the

Call Access

section, click the


link.

5. Under the

Outgoing

Calling Plan By User

section, click the

Show

Users

drop-down menu.

6. Locate an employee from the

User Name

list, or

Search

by entering a first name, last name, phone number, or email address in the drop down space provided to edit an existing call plan.

7. Click the

Edit

link.

8. Clilck the

Outgoing

Calling Plan

checkboxes to select or deselect the call types listed.

9. Click the

Save and

Return

button.



Outlook

®

Integration

Feature Description

Outlook Integration

enables the use of personal contact lists with the VoiceManager Toolbar,

Receptionist Console, and Personal and Group directories. Outlook Integration is available with

VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Save time and return calls more quickly with click-to-call functionality enabled through contacts available from your Outlook directories.

Setup

Turn On Outlook Integration

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Applications

tab.

4. Under the

VoiceManager

Toolbar

section, click the

Outlook Integration

link.

5. Click the

Outlook

Integration On

radio button to enable the feature.

6. Click the

Retrieve

Contacts From

dropdown menu to select the contact list to reference when making calls:

All

Contacts Folders

-

VoiceManager Toolbar and Outlook Contacts,

or

Default Contacts Folder

–

VoiceManager Toolbar only.

7. Click the

Save

button.



Personal Phone List

Feature Description

Personal Phone List

allows a user to conduct teleconference calls for a maximum of 15 telephone numbers without the need for any special configuration. Personal Phone List is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Reduce meeting and travel costs by conducting business via teleconferencing. Increase productivity by getting the right people together in real-time to make decisions quicker. Add the flexibility of having a conference call anytime, anywhere to conduct business.

Setup

Add / Edit Contacts

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Applications

tab.

4. Under the

VoiceManager

Toolbar

section, click the

Contact List

link.



link.



link.




8. Enter the

Name



Phone Number

.

10. Click the

Save

button.

Result:




Personal Status Manager

Feature Description

Personal Status Manager

enables one-click routing management of incoming calls. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

One click and you are on the go! Maximize productivity and customer service by choosing from four pre-set options to receive calls anywhere, anytime.

Setup

Set Your Status Setting

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Applications

tab.

4. Under the

VoiceManager

Toolbar

section, click the

Personal Status

Manager

link.

5. Under the

Set Your

Status

section, click the

Current Status

drop down menu and select accessibility.

Setting the status to

None

maintains normal call management.

6. Click the

Save

button.


Status Settings

– Available (In Office)

Status Settings

– Available (Out of Office)



1.

Under

Status Settings

, click the

Show Setting

link for

Available (In

Office)

.

2.

In the

Simultaneously

Ring

field, enter a phone number to ring with the primary line.

3.

Click the

If My Line Is

Busy

drop-down menu and select where calls should go if line is busy.

4.

Click

Forward to Cox

Voicemail or Forward to

Other

and enter a phone number in the field provided.

5.

Click the

If I Don’t

Answer

drop-down menu and select where calls should route.

6.

Click

Forward to Cox


Other


7.

Click the

Save

button.

1. Under

Status Settings

, click the

Show Setting

link for

Available (Out of

Office)

.

2. Click the

When a Call Is

Received


3. Click

Forward to Cox


Other


4. Enter an Email address in the

Send Notification

Emails to

field to receive an alert of a missed call.

5. Click the

Save

button.

69

70


Status Settings

– Busy

Status Settings

– Unavailable

1. Under

Status Settings

, click the

Show Setting

link for

Busy

.

2. Click the

When a Call Is

Received


3. Click

Forward to Cox

Voicemail

or

Forward to

Cox Voicemail except from specific phone numbers

.

4. If selecting

Forward to


, enter up to three phone numbers, then enter the phone number to ring when those numbers call.

5. Click the

Save

button.

1. Under

Status Settings

, click the

Show Setting

link for

Unavailable

.

2. Click the

When a Call Is

Received


3. Click

Forward to Cox

Voicemail

or

Forward to


.

4. If selecting

Forward to


, enter up to three phone numbers, then enter the phone number to ring when those numbers call.

5. Click the

Save

button.



Priority Alert

Feature Description

Priority Alert

allows selection of a different ring type for certain incoming calls, such as a specific person, or a call from inside or outside a group. This feature is available with VoiceManager

Office and Anywhere packages, and IP Centrex service.

Solution

Increase customer satisfaction while making sure to answer the most important calls first. The

Priority Alert feature allows you to identify specific callers with a distinctive ring based on creating distinctive alert rules.

Setup

Turn On Priority Alert

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call Receiving

section, click the

Priority

Alert

link.

5. Click the

On

checkbox next to a

Priority Alert

Rule

from your list.

6. Click the

Save

button.

7. Click the

Add Priority

Alert



Description

field.

9. Select the type of phone number to apply the rule to in the

When


drop-down menu.

10. Click the

Use Priority

Alert

or

Do Not Use

Priority Alert

radio button to define how to treat the call.

11. Select when to apply the rule by clicking an option in the

During Regular

Schedule

and

During


dropdown menus.


72


Edit / Create a Priority Alert Rule

Create separate

Priority

Alert Rules

if both a

Regular

and a

Holiday Schedule

are desired.

See Setting Up Schedules for instructions on how to create and edit a schedule.

12. Click the

Save and

Return

button.

1. Follow steps #1-4 from

Turn On Priority Alert

.

2. Click the

Edit

link to make changes to an existing rule, or the

Add

Priority Alert



Description

field.

4. Select the type of phone number you want to apply the rule to in the

When

Reciving Calls From

drop-down menu.

5. Define how you want to treat the call by selecting the

Use Priority Alert

or

Do Not Use Priority

Alert

radio button.

6. Select when you want the rule to apply by choosing an option in the

During

Regular Schedule

and

During Holiday

Schedule

drop-down menus.

See


for instructions on how to create and edit a schedule.

7. Click the

Save and

Return

button.



Privacy Settings

Feature Description

Privacy Settings

allow you to restrict access to your phone status and personal visibility. Privacy

Settings is available with the VoiceManager Office and Anywhere packages, and IP Centrex.

Solution

Define specific individuals who are allowed to reach you so that you can manage businesssensitive and personal-related issues. Maximize productivity and prevent phone interruptions, remaining focused on your projects.

Setup

Privacy Settings

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

User & System

Management

tab.

4. Under the

User

Management

section, click the

Privacy

Settings

link.

5. Click the

Group

Directory

drop-down menu to select either

Hide My name and

Number

or

Show My

Name and Number

.

6. Click the

Auto Attendant

drop-down menu to select either

Exclude Me from

Extension Dialing

,

Exclude Me From Name

Dialing

,

Exclude Me from Extension and

Name Dialing

or

Include

Me in Extension and

Name Dialing.

7. Click the

Phone Status

drop-down menu to select

Hide My Status

or

Show

My Status

8. To select who can monitor your phone status, click on names from the

Available Users

list.

9. Click the

Add

or

Add All

button to move one or all



to the

Assigned Users

list.


Remove

or

Remove All


Assigned Users


Available Users

.


Available Users

list, click the

Search

drop-down menu.


Last

Name

or

First Name

option.


Search

field.

14. Click the

Find

button.

15. Once the exceptions list is complete, click the

Save

button.



Push to Talk

Feature Description

Push to Talk

provides user-to-user intercom service across an enterprise. This service may be used in conjunction with Instant Call Group to emulate key system intercom functionality. It is only available with the IP Centrex service and requires an IP Centrex phone.

Solution

Communicate easily with intercom-like functionality. Push to Talk can be used between members of a team with the Instant Group Call feature so that you can broadcast messages across multiple phones simultaneously to increase productivity and streamline communication.

Setup

Push to Talk Settings

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call Receiving

section, click the

Push to

Talk

link.

5. Click the

On

checkbox to enable the

Auto Answer

feature and hear the caller’s voice over the intercom.

6. Click the

Off

checkbox to manually answer a

Push to Talk

call without using the intercom.

7. Click the

Outgoing

Connection Type

dropdown menu and select

One-Way

or

Two-Way

communication.

One-Way Connection - only the caller can talk and be heard.

Two-Way Connection - both parties can talk and be heard.

8. Choose who to

Allow

Calls From

by clicking the drop-down menu and selecting

Only the

Assigned Users

or

Everyone

except

the

Assigned Users

.

9. Click the

Save

button.



Push to Talk Assigned Users List

10. Click the

Search

dropdown menu.


Last

Name

or

First Name

option.


Search

field.

13. Click the

Find

button.

14. Alternately, click on names from the

Available Users

list.

15. Click the

Add

or

Add All


Assigned Users

list.


Remove

or

Remove All


Assigned Users


Available Users

.

17. Click the

Save

button to store settings.

Result:


Push to Talk

settings updated successfully.



Remote Office

Feature Description

Remote Office

allows you to associate a remote phone number with your primary business number. Make and receive calls as if from the office! Your business number displays to called parties and your business will be billed for your phone activity. This feature is available with the


Solution

Maximize your time and expand your business; place and answer business calls from any location!

Setup

Turn on Remote Office

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Advanced Call

Settings

tab.

4. Under the

Remote

Calling

section, click the

Remote Office

link.

5. Click the

Remote Office

On

radio button to activate the feature.

6. Enter a phone number in the

Remote Phone

Number

field where you can be reached.

7. Click the

Save

button.

Result:


Remote Office

settings were updated successfully.



Schedules

Feature Description

Schedules

allow you to configure timeframes that define how incoming calls will be managed.

Once schedules are created, they appear as an option available for selection on other feature setting pages, such as Sequential Ring, Auto Attendant, and Call Notify. This feature is available with any VoiceManager package or IP Centrex service.

Solution

VoiceManager services provide time and holiday schedules to customize incoming call management based on a preconfigured calendar. They are created as events based on holidays, date, day of week, time of day, and recurring pattern options.

Setup

Create a Schedule/Event

Schedules organize time(s) for call management. You need to create a schedule before you add an event.

Examples of commonly used schedules are: Weekend

Hours, After Hours, and

Evenings.

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

User &

Management System

tab.

4. Under the

User

Management

section, click

Schedules

.

5. Click the

Add

Schedule/Event

link.


Schedule Name field

.

7. Select the

Type

–

Regular

or

Holiday.

Create separate schedules for an event if both a Regular and Holiday Schedule are desired.

8. Select the

Access

–

Group

or

Personal

.


Event Name

field.

10. Enter a

Start Time

for the date and time of the



event.

11. Enter an

End Time

for the date and time of the event.

12. Choose if and when the

Event

Recurs

.

13. Click the

Save

or

Save &

Add Another

button.

Result:


Schedule

and

Event

were added.



Selective Call Acceptance



.



Selective Call Rejection



.



Sequential Ring

Feature Description

Sequential Ring

acts as a find-me-follow-me feature that rings up to five numbers in a customized sequence when an incoming call matches specified conditions. Sequential Ring is available with the VoiceManager Anywhere package and IP Centrex service.

Solution

Provide enhanced service and stay connected when away from the office!

Setup

Create a Sequential Ring List

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call

Forwarding

section, click the

Sequential Ring

link.

5. Click the

Ring My Phone

Number First

check box to ring your phone number before routing calls to the next phone number in the list.

6. Click the

Skip to Next

Number if Busy

check box to ring the next number in the list if a number is busy.

7. Click the

Allow Caller to

Skip Sequence

check box for call to advance to the first available number in the list.

You may choose to route all or only selective incoming calls to your

Sequential Ring List. To route only selective calls, you must add rules that will determine when calls are routed.


Define Routing of Calls


8. Click the

Add Another

Number

link. You can enter up to 5 numbers.

9. Enter the

Phone Number

to which calls should be routed.

10. Choose

Yes

or

No

from the

Answer

Confirmation

drop-down menu.

11. Click the

Rings

dropdown menu to select the number of rings before the call is forwarded to the next number.

12. Click

Clear

or

Remove

to delete any number from your list.

13. Click the

Save

button to complete your list.

14. To activate Sequential

Ring, you must have at least one

Sequential

Ring Rule

turned

On

.

15. Click the

Save

button.


84


Add/Edit Sequential Ring Rule

1. Click the

Edit

or

Add

Sequential Ring Rule

link to change or add a new

Sequential Ring

Rule

.

2. Enter a

Description

for the rule in the field provided.

3. Click the

When


drop-down menu.

4. Click the phone number to which the rule applies.

The options are

Any

Phone Number

or

Specific Phone

Numbers

.

5. If you select

Specific

Phone Numbers

, click the type of phone number

(

Any Private Number

or

Any Unavailable

Number

) and enter the number.

6. Click the

Call Sequential

Ring List

or

Do Not Call

Sequential Ring List

check box to activate or deactivate this feature.

7. Click the

During Regular

Schedule

or

During


dropdown menus.

8. Click the schedule for when the

Sequential

Ring Rule

should apply.

9. Add a new schedule by clicking the

Add a


or


link and entering the required information.

10. Create separate

Sequential Ring Rules

if both a

Regular

and a


are desired.



See


for detailed instructions

.

11. Click

Save and Return

.



Simultaneous Ring Personal

Feature Description

Simultaneous Ring

enables selecting up to ten other phone numbers that will ring at the same time for incoming calls. It may also be activated or updated using the VoiceManager Toolbar which is downloadable from the Applications tab. Simultaneous Ring is available with the


Solution

Maximize customer service and streamline all phone numbers into one so that incoming calls ring multiple phones to ensure you are reached!

Setup

Simultaneous Ring List Options

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call

Forwarding

section, click the


link.

5. Click the

Off

checkbox to disable the


feature.

6. Click the

Always On

check box to turn


on all the time.

7. Enter up to ten

Phone

Numbers

that will ring at the same time.

8. Click the

Yes

or

No

dropdown menu for

the

Answer Confirmation

action for each phone number.

9. Click the

Add Another

Number

link to add a phone number tothe list.

10. Click

Remove

to delete a phone number from the list.

11. Click

On With


Rules

to enable feature when a specific rule is


Add/Edit Simultaneous Ring Rule



selected.

12. Click the

Do Not Call My

List If I Am On a Call

check box to disable the feature when on a call.

13. Click the

Save

button.

1. Follow steps #1-4 of

Simultaneous Ring List

Options.

2. Click the

checkbox

next to an existing rule to activate the feature.

3. Click the

Edit

or

Delete

link to change or remove a rule.

4. Click the

Add

Simultaneous Ring Rule


5. Enter a rule name in the

Description

field.

6. Clickthe

When


drop-down menu.

7. Click the phone number to which the rule applies..

The options are

Any

Phone Number

or

Specific Phone

Numbers

.

8. If you select

Specific

Phone Numbers

, click the type of phone number

(

Any Private Number

or

Any Unavailable

Number

) and enter the number.

9. Click the

Call


or

Do Not Call


check box to activate or deactivate this feature.

10. Click the drop-down menu for

During Regular

Schedule

or

During


to select when the rule applies.

11. Create a new schedule

87


by clicking the

Add a


or


link.

12. Create separate


Rules

if both a

Regular

and a


are desired.

See


for detailed instructions

.

13. Click the

Save and

Return

button.

Result:



Rule

settings were saved successfully.



Speed Dial

Feature Description

Speed Dial

offers two options that allow making calls using speed codes. Speed Dial 8 provides single-digit dialing for up to eight (8) frequently called phone numbers and is available with the

VoiceManager Office package. Speed Dial 100 provides two-digit dialing for up to 100 frequently called phone numbers and is available with the VoiceManager Anywhere package and IP Centrex service.

Solution

Save time wasted looking up names and phone numbers! VoiceManager can create customized lists of one or two-digit codes to call the most frequently dialed numbers.

Setup

Speed Dial Rules

To turn on the

Speed Dial

feature, at least one

Speed

Dial Rule

must exist.

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Dial / Redial

heading, click the

Speed

Dial

link.

5. Click the

Add Speed Dial

Rule

link

.

6. Click the

Speed Code

drop-down menu to assign a code to a

Phone

Number

.

7. Enter the

Phone Number

to attach to the

Speed

Code

.

8.

Enter

a name in the

Description

field for the speed dial party.

9. Click the

Save

button.

10. Click the

Edit

or

Delete

link to modify an existing rule.

Result

: A message indicates the

Speed Dial Rule

was added, edited, or deleted.

Speed Dial numbers may be accessed using a code or the

VoiceManager Toolbar.



Speed Dial 8

This feature has been combined with Speed Dial.


Speed Dial 100

This feature has been combined with Speed Dial.




Standard Voice Mail

Feature Description

Feature Description

VoiceMail

provides your callers with the option to leave a private recorded message when you cannot answer their call. You are able to create and select the customized greeting you wish to play, and have your own password-protected access to listen to recorded messages and make changes to service options. VoiceMail is available in all VoiceManager packages and IP Centrex service.

Solution

Maximize customer service and capture information left by callers when you are unable to answer your phone. Increase business privacy and safeguard access to your voice mail messages through a unique passcode.

Setup

Activate / Manage VoiceMail

To activate your voice mail service from your office phone:

1. Dial the

Cox VoiceMail

Access Number

for your area that has been provided by your Cox

Representative.

2. Review the tutorial for steps on how to create your password, record your name, and record your personal greeting.

Note

: Your password must be between 4 and 7 digits in length.

To activate your voice mail service from a nonbusiness phone:

1. Follow steps #1-2 above using your

temporary password

provided by your Cox

Representative.

Once you activate your voice mail service, you can make changes through a

Telephone User Interface or

MyAccount.




To Create a Password:

1. Log in to

VoiceManager

MyAccount.

2. Click the

Voicemail /

Portal Tools

menu.

3. Click the

Messaging

Controls

option.

4. Click the

Voice Portal

Password

link to create a new password. Type and re-type the new password in the fields provided.

5. Click the

OK

button to save.

To Change a Passcode:

1. Follow steps #1-3 above.

2. Click

Voice Mailbox

Passcode Management

link to change a passcode.

3. Enter your new passcode in the

Type

New Passcode

and

Retype new passcode

fields provided.

Mailbox Management:


2. Click the

Voicemail

Preferences

link to modify your mailbox configuration.

3. Click the

Voice mailbox status on

or

off

radio button.

4. Click the

radio button

next to your selected incoming call management preference.

5. Click the number of rings you want before the caller hears your greeting in the

Number of rings before greeting

drop-down menu.

6. Click the

Save

button.

93


To Select a Greeting:


2. Click the

Greeting

link.

3. Click the

radio button

to the left of the greeting you want callers to hear.

4. Click the

Save

button.

NOTE

: You can record your greetings by calling your voice mailbox; however, you cannot create or modify a greeting on this page.



Three-Way Calling/Consultation Hold/Call Transfer

This feature has been revised into N-Way Calling and Call Transfer.



Time Schedule (Personal and Holiday)


Schedules

.



Toll Restriction



.



Trunk Group

Feature Description

A

Trunk Group

includes all phone numbers associated with a communications switch (PBX). A customer can have more than one Trunk Group.

Solution

The Trunk Group feature assures that all of your calls will be redirected when service is disrupted at your location. It maximizes efficiency and reliability in business.

Setup

Manage Settings

1. Log in to

VoiceManager

MyAccount

.

2. Click the

VoiceManager

Tools


3. Click the

Call Settings

tab.

4. Under the

Call

Forwarding

section, click the

Trunk Group

link.

5. Click the Trunk

Description

link to manage settings

.

6. Click the

checkbox

to activate or deactivate the feature.

7. Enter a phone number in the

Forward To

field provided.

8. Click the

Save

button.

Result:


Trunk Group

feature was updated successfully.



Unified Messaging

Feature Description

Unified Messaging

sends an email in a .wav file format with any voicemail message received.

Unified Messaging is an a la carte feature available upon request.

Solution

Bring convenience and efficiency to the work place by receiving both email and voice messages in a single place for quick review.

Setup

Unified Messaging

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceMail


3. Click

Messaging

Controls

in the left navigation bar.

4. Click the

VoiceMail

Forwarding and

Notification

Preferences

link.

5. Enter the

E-mail address

to which voicemails should be forwarded in the space provided.

6. Click the

Attach voice message

checkbox to send it to the provided email address.

7. Click the

Voice message disposition

radio button for the desired treatment of the message.

8. Click the

Save

link.

Result:

A message indicates the Notification Preferences have been saved.



User Profile & Feature Settings

Feature Description

User Profile & Feature Settings

provides administrators the ability to assign phone numbers, review settings, and manage employees’ feature settings once users are added on the Web

Portal.

This feature is available with all VoiceManager packages and services.

Solution

Increase efficiency and productivity with one location to manage phone users and personal features! Office Administrators can quickly and easily set up employees on the Web Portal and assign telephone numbers.

Setup

Manage/Add Users

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

User &

Management System

tab.

4. Under the

User

Management

section, click the

User Profile &

Feature Settings

link.

5. Click the

Add Users

link to view and manage employees’ contact information, username, and role assignment.

6. Click the

Add New User

link to add a new employee to the system.



7.

Enter the employee’s

Email address

, which then becomes the

Username

.

8. Enter the employees

First

and

Last Name

.

9. Enter the

Primary Office

Number

.

10. Click the checkbox under

Assign Account Access

Permissions

if the employee is a full

MyAccount Profile

Administrator with unlimited access to all accounts and features.

11. Click the

Select Account

drop-down menu.

12. Click the appropriate account to associate with the employee.

13. Click the appropriate

Select Roles

checkbox to select an employee role assignment.

Access to features and functions are defined by the permissions of the assigned role.

14. Click the

Save

button.


102


Manage Phone Number Assignments

1. Click the

Manage Phone

Number Assignments

link to manage phone numbers and grant employees permission to access and utilize phone numbers and Advanced

Call control tools.

2. Click the

Select Account

drop-down menu.

3. Click the account you would like to manage.

Office Administrators may associate an added user to any available phone number in this screen.


View/Edit Employee Feature Settings


Administrators may choose to view employee feature settings in summary, as shown here, or individually.

1. To view or edit feature settings for a specific employee, locate the name from your list or search for an employee not appearing and click

Edit Settings

.

You can then edit the personal feature settings for the employee you selected.

The features are listed by category so you can quickly and easily manage settings.

2. Click the

expand links

to view the features.

3. When you expand a category, the features for the selected user are listed. Click the

Edit

Settings

link to view the details and current setting for each listed feature, then make updates.

4. Click the

Save and

Return

button.

Visit the specific feature

Setting Up documents for detailed instructions on editing these settings.



Virtual Number Service

Feature Description

Virtual Number Service

is a cloud-based service that provides direct inward dialing to any phone.

Solution

Reduce costs by using less expensive direct inward dialing numbers instead of investing in dedicated lines and equipment. Increase flexibility and enable others to reach you by dialing a single number anytime, anywhere.

Setup

Virtual Number Service

Virtual Number Service is an optional offering from Cox Business. When it is provisioned, you can set up call routing and other calling features via the

VoiceManager Toolbar or remote office setting.



VoiceManager Toolbar

Users have access to most MyAccount configuration options directly from the Toolbar.

Feature Description

VoiceManager Toolbar

provides user controls to access voice services. The toolbar enables users to make and accept telephone calls and change telephone settings from within Microsoft

Outlook and Internet Explorer. VoiceManager Toolbar is available with all VoiceManager

Packages and IP Centrex service.

Solution

Enjoy the flexibility of managing your phone service by calling an interactive voice response to manage or use features and update passwords.

Setup

VoiceManager Toolbar Download

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. In the

Getting Started with VoiceManager

box, under the

Download

Toolbar

heading, click the

VoiceManager

Toolbar Download

link.



Voice Portal

Feature Description

Voice Portal

provides an interactive voice response application that you can call from any phone to manage services, voice mailboxes, or change passwords. Voice Portal is available with all

VoiceManager Packages and IP Centrex service.

Solution

Enjoy the flexibility of managing your phone service by calling an interactive voice response to manage or use features and update passwords.

Setup

Personal Voice Portal Settings

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Applications

tab.

4. Under the

General

Applications

section, click the

Voice Portal

link.

In order for employees to access Voice Portal,

Administrators must click the

Voice Portal On

radio button under

Group Voice Portal

Settings

to activate the feature.

5. Under

Personal Voice

Portal Settings

, click the

Auto Login On

radio button to access

Voice

Portal

without entering a password when calling from your own phone.

You can now dial 9999 to access Voice Portal from your office phone.

6. Click the

Reset User

Password Yes

radio button to change an existing password.

7. Enter the

New Password

in the field provided.

8. Re-enter the password in the

Confirm New

Password

field.

9. Click the

Save

button.

10. Administrators may also use this section to

Reset


Group Voice Portal Settings


Administrator

Passwords

. Click the

Yes

checkbox and enter the new password.

To access Voice Portal from an external line, dial the outside Voice Portal number provided to your company by

Cox and enter your 10-digit office telephone number and password. There are five edit options from which to choose.

1. Log in to

VoiceManager

MyAccount.

2. Click the

VoiceManager

Tools


3. Click the

Applications

tab.

4. Under the

General

Applications

section, click the

Voice Portal

link.

5. In order for employees to access Voice Portal,

Administrators must click the

Voice Portal On

radio button under

Group

Voice Portal Settings


6. Click the

Allowed Logins

drop-down menu to select

Extensions, Phone

Numbers and Voice Mail

Aliases

, or

Extensions

Only

.

7. Click the

Use Voice

Portal Wizard

:

On

radio button to allow employees to set up their own access to Voice Portal.

8. Click the

Save

button.


Appendix

Appendix A

Feature Access Codes

Feature Access Codes allow you to activate and deactivate many of the functions in

VoiceManager through your phone.

Note

: You cannot change Feature Access Codes. Availability of Feature Access Codes varies by product package.

Feature

Access Code

Name

Code Description

Anonymous

Call

Rejection

Activation

Anonymous

Call

Rejection

Deactivation

*77#

*87#

Anonymous Call Rejection Activation

allows users to activate the

Anonymous Call Rejection service. After the user dials the feature access code, the Application Server then plays an announcement to inform the user that the service has been successfully activated. If the service was already active, the user still receives the announcement.

Anonymous Call Rejection Deactivation

allows users to deactivate the Anonymous Call Rejection service. After the user dials the feature access code, the Application Server then plays an announcement to inform the user that the service has been successfully deactivated, even if the service was never activated.

Automatic

Callback

Deactivation

#80#

Automatic Callback Deactivation

allows users to deactivate all current automatic callback sessions. Automatic Callback is a user service that automatically monitors a busy line and as soon as the called line becomes free, it provides a notification.

Automatic

Callback

Menu Access

#9#

Call

Forwarding

Always

Activation

*72#

Automatic Callback Menu Access

Call Forwarding Always Activation

allows users to turn on the Call

Forwarding Always feature so that incoming phone calls are directed to another number.

allows users to access an interactive voice response (IVR) menu, which lists the current pending callbacks and allows users to cancel individual callbacks.

Call

Forwarding

Always

Deactivation

Call

Forwarding

Always

Interrogation

*73#

*21*

Call Forwarding Always Deactivation

allows users to turn off the Call

Forwarding Always feature. After deactivation, calls ring to the user's phone unless the user has set up another service such as Call

Forwarding Busy, Call Forwarding No Answer, or Call Management or

Do Not Disturb.

Call Forwarding Always Interrogation allows

users to hear whether

Call Forwarding Always is deactivated or activated. If Call Forwarding

Always is activated, the user also hears the Call Forwarding destination. The Call Forwarding Always destination can be a phone number or voice mail. Call Forwarding Always Interrogation becomes visible when one or more of the following services are authorized (for a service provider or group) or assigned (for a user): Call Forwarding

Always, Voice Messaging User, Third-Party Voice Mail Support.

i

Appendix

Feature

Access Code

Name


Call

Forwarding

Always To

Voice Mail

Activation

Call

Forwarding

Always To

Voice Mail

Deactivation

Call

Forwarding

Busy

Activation

Call

Forwarding

Busy

Deactivation

Call

Forwarding

Busy

Interrogation

*21#

#21#

*90#

*91#

*67*

Call Forwarding Always To Voice Mail Activation

turn on the feature so that all calls go to voice mail.

Call Forwarding Busy Activation

Forwarding Busy feature so that their incoming phone calls go to another number.

Call Forwarding Busy Deactivation

allows users to

Call Forwarding Always To Voice Mail Deactivation

allows users to turn off the Call Forwarding Always To Voice Mail service. allows users to turn on the Call

allows users to turn off the Call

Forwarding Busy feature. After deactivation, calls ring on the user's phone unless the user has set up another service such as Call

Forwarding Always, Call Forwarding No Answer, or Do Not Disturb.

Call Forwarding Busy Interrogation

allows users to hear whether Call

Forwarding Busy is deactivated or activated. If Call Forwarding Busy is activated, the user also hears the Call Forwarding destination. The Call

Forwarding Busy destination can be a phone number, SIP-URI, or voice mail. Call Forwarding Busy Interrogation becomes visible when one or more of the following services are authorized (for a service provider or group) or assigned (for a user): Call Forwarding Busy, Voice Messaging

User, Third-Party Voice Mail Support.

Call

Forwarding

Busy To

Voice Mail

Activation

Call

Forwarding

Busy To

Voice Mail

Deactivation

Call

Forwarding

No Answer

Activation

*40#

#40#

*92#

Call Forwarding Busy To Voice Mail Activation

Call Forwarding Busy To Voice Mail Deactivation

allows users to turn off the Call Forwarding Busy To Voice Mail service.

Call Forwarding No Answer Activation

allows users to turn on the feature so that their incoming phone calls are routed to another number when they do not answer their phone.

allows users turn on the feature so that calls are sent to their voice mail when they are engaged in a call.

ii

Feature

Access Code

Name


Call

Forwarding

No Answer

Deactivation

Call

Forwarding

No Answer

Interrogation

*93#

*61*

Call Forwarding No Answer Deactivation

Appendix

allows users to turn off the

Call Forwarding No Answer. After deactivation, calls ring on the user's phone unless the user has set up another service such as Call

Forwarding Busy, Call Forwarding Always, or Do Not Disturb.

Call Forwarding No Answer Interrogation

allows users to hear whether Call Forwarding No Answer is deactivated or activated. If Call

Forwarding No Answer is activated, the user also hears the Call

Forwarding destination. The Call Forwarding No Answer destination can be a phone number, SIP-URI, or voice mail. Call Forwarding No

Answer Interrogation becomes visible when one or more of the following services are authorized (for a service provider or group) or assigned (for a user): Call Forwarding No Answer, Voice Messaging

User, Third-Party Voice Mail Support.

Call

Forwarding

No Answer

To Voice Mail

Activation

*41#

Call

Forwarding

No Answer

To Voice Mail

Deactivation

#41#

Call Forwarding No Answer To Voice Mail Deactivation

allows users to turn on the Call Forwarding No Answer To Voice Mail service.

Call Forwarding No Answer To Voice Mail Activation

allows users to turn off the Call Forwarding No Answer To Voice Mail service.

Call

Forwarding

Not

Reachable

Activation

Call

Forwarding

Not

Reachable

Deactivation

*94#

*95#

Call Forwarding Not Reachable Activation

allows users to turn on the feature so that their incoming calls are forwarded to a different number when their device is not accessible by Cox.

Call Forwarding Not Reachable Deactivation

allows users to turn off the Call Forwarding Not Reachable service. After deactivation, should the user's phone become unreachable, calls are no longer rerouted to an alternate device through the Call Forwarding Not Reachable service.

Call

Forwarding

Not

Reachable

Interrogation

*63*

Call Forwarding Not Reachable Interrogation

allows users to hear whether Call Forwarding Not Reachable is on or off. If Call Forwarding

Not Reachable service is on, the user also hears the Call Forwarding destination. The Call Forwarding Not Reachable Interrogation FAC is only available to users with the Call Forwarding Not Reachable service assigned, and it only queries the Call Forwarding Not Reachable service status.

iii

Appendix

Feature

Access Code

Name


Call

Forwarding

Selective

Activation

#76#

Call Forwarding Selective Activation

allows users to turn on the

Selective Call Forwarding service. This can be activated using the FAC only if the service is configured with the following minimum requirements: the Default Call Forward to phone number/SIP URI is configured and at least one selective criterion is configured and active.

After the service has been activated, it considers all active criteria before deciding to forward the call.

Call

Forwarding

Selective

Deactivation

Calling Line

ID Delivery

Blocking per

Call

Calling Line

ID Delivery

Blocking

Persistent

Activation

#77#

*67#

*31#

Call Forwarding Selective Deactivation

allows users to turn off the

Selective Call Forwarding service. After the service is deactivated, no criteria are used when a call is redirected.

Calling Line ID Delivery Blocking per Call

allows users to prevent display of their calling line ID on a per-call basis. Before placing a call, the user dials the assigned code, and then places the call as usual.

Note that this service is active only for one phone call.

Calling Line ID Delivery Blocking Persistent Activation

to activate the Calling Line ID Delivery Blocking service.

allows users

Calling Line

ID Delivery

Blocking

Persistent

Deactivation

#31#

Calling Line ID Delivery Blocking Persistent Deactivation

allows users to deactivate the Calling Line ID Delivery Blocking service.

Calling Line

ID Delivery per Call

Call Park

Call Park

Retrieve

Call Pickup

*65#

*68#

*88#

*98#

Calling Line ID Delivery per Call

allows users to display their calling line ID on a per-call basis. Before placing a call, a user dials the assigned code, and then places the call as usual. Note that this service is active only for one phone call.

Call Park

allows users to park or hold a call. Users can park calls only on extensions to which this service has been assigned.

Call Park Retrieve

allows users to retrieve or reconnect with a call that was previously parked.

Call Pickup

allows users to pick up calls within an assigned call pickup group. The extensions in the call pickup group can be viewed on the

Personal Call Manager web interface for each user in the group. The call pickup group is determined by an administrator and may or may not consist of those listed in the group phone lists. When users dial the call pickup code, the ringing phone in the group is answered. If more than one phone is ringing, Call Pickup allows users to answer the phone that has been ringing the longest.

iv

Feature

Access Code

Name


Call Return

Appendix

*69#/

#69#

Call Return

allows users to return a call to the phone number of the last call received. Users are allowed to return calls only to call types in the Outgoing Calling Plan.

Call Return

Number

Deletion

Call Waiting

Persistent

Activation

#92#

*43#

Call Return Number Deletion

allows users to delete the last incoming number.

Call Waiting Persistent Activation

Waiting Persistent service.

allows users to activate the Call

Call Waiting

Persistent

Deactivation

Cancel Call

Waiting

Clear Voice

Message

Waiting

Indicator

Customer

Originated

Trace

#43#

*70#

*99#

*57#

Call Waiting Persistent Deactivation

allows users to deactivate the

Call Waiting Persistent service.

Cancel Call Waiting

allows users to dial the assigned code to turn off

Call Waiting for the next call they place.

Clear Voice Message Waiting Indicator

allows users to dial the assigned code, to clear the audible (and visible for some devices) message waiting indicator on their phone.

Customer Originated Trace

allows users to dial the assigned code, and then place a trace on the last number that called them.

Directed Call

Pickup

Directed Call

Pickup with

Barge-in

Direct Voice

Mail Transfer

*97#

*33#

*55#

Directed Call Pickup

allows users to pick up calls for another user in the same group by entering the assigned access code followed by the extension of the user whose call is to be picked up.

Directed Call Pickup with Barge-in

allows users to barge in on calls to or from another user in the same group, by entering the assigned access code followed by the extension of the user whose call is to be barged-in on. Barge-in is successful only when the second user has only that one call. When a user barges in on an answered call, the call becomes a three-way call and the user who barged in becomes the controller of the three-way call. The group administrator configures a tone that warns users on a call that another user is barging in on their call. Users can prevent having their calls being barged in on by using the Barge-in Exempt user service.

Direct Voice Mail Transfer

allows users to transfer a held call directly to a voice mailbox, that is, without using the Personal Call Manager.

The call can be transferred to the user's voice mailbox or to any other voice mailbox in the group. The Voice Messaging service or the Third

Party Voice Mail Support service must be assigned to the user's group.

v

Appendix

Feature

Access Code

Name


Diversion

Inhibitor

*80#

Do Not

Disturb

Activation

*78#

Diversion Inhibitor

allows a user to prevent Redirection services from being activated on the terminating side of an unanswered call.

Do Not Disturb Activation

allows users to dial the assigned code, to activate the Do Not Disturb service. When Do Not Disturb is active, a user's phone does not ring and all calls go directly to a "busy treatment", such as Voice Messaging.

Do Not

Disturb

Deactivation

*79#

Do Not Disturb Deactivation

allows users to dial the assigned code, to turn off the Do Not Disturb service.

Flash Call

Hold

Group Call

Park

Last Number

Redial

Music On

Hold Per-Call

Deactivation

*60#

No Answer

Timer

Per Call

Account

Code

Speed Dial

100

*610

#

*71#

*75#

Speed Dial 8

Voice Mail

Retrieval

*22#

#58#

Flash Call Hold

allows users to put a call on hold on a phone that does not have a Hold button. On this type of phone, a user presses the Flash button or presses and releases the Hangup button on the phone cradle.

Group Call Park

allows you to select users in a group to be in a Call

Park group. Any user in the group can only be in one Call Park group at a time. When a call is parked with the Group Call Park service, the service hunts for the first available user in the Call Park group and parks the call there. This feature access code cannot be used until the

Call Park service is assigned.

*66#

Last Number Redial

allows users to redial the last number they dialed.

Users are only allowed to redial calls to call types in the Outgoing

Calling Plan.

*74#

*86#

Music On Hold Per-Call Deactivation

Music On Hold service for their current calls.

No Answer Timer

allows users to deactivate the

allows users to change the number of rings a caller hears before no-answering handling services apply.

Per Call Account Code

allows users to provide an account code before attempting a call, or during a call, to flash and provide an account code to be applied to all ongoing (currently held) calls.

Speed Dial 100

allows users to program an assigned two-digit (00 through 99) speed dial number of the party they want to call.

Speed Dial 8

allows users to program an assigned one-digit (2 through

9) speed dial number of the party they want to call.

Voice Mail Retrieval

allows users to retrieve their Cox or third-party voice mail. When dialing this feature access code, subscribers are automatically connected to their voice mail retrieval menu.

Voice Portal

Access

*62#

Voice Portal Access

allows users to access the voice portal.

vi

Index

Accessing the Web Portal, 2

Anonymous Rejection, 3

Answer Confirmation, 4

Appendix A, i

Barge-In Exempt, 6, 13

Call Forwarding Always, 7

Call Forwarding Busy, 8

Call Forwarding No Answer, 9

Call Forwarding Not Reachable, 10

Call Forwarding Remote Access, 11

Call Forwarding Selective, 12

Call History, 17

Call Hold, 16

Call Notify, 18

Call Park, 20

Call Park Retrieve, 22

Call Pickup, 23

Call Waiting, 28

Calling Line ID Blocking per Call, 30

Calling Line ID Delivery

– External, 32

Calling Line ID Delivery - Internal, 31

Calling Name Delivery, 33

Calling Name Retrieval, 34

Calling Number Delivery, 35

Common Phone List, 36

Custom Ringback User, 38

Appendix

Directed Call Park, 41

Directed Call Pickup, 42, 43

Directed Call Pickup with Barge In, 43

Do Not Disturb, 44, 45

Feature Access Codes, i

First-Time Users, 1

Getting Started with Cox Business

VoiceManager, 1

Group Directory, 46

Last Number Redial, 57

Logging into MyAccount, 1

Multi-location Extension Dialing, 58

Music On Hold - User, 60

Outlook

®

Integration, 65

Personal Status Manager, 68

Priority Alert/Ringing, 71

Selective Call Acceptance, 84

Selective Call Rejection, 85

Simultaneous Ring Personal, 86

Speed Dial 100, 91

Standard Voice Mail, 92

Time Schedule (Personal and Holiday), 96

Unified Messaging, 99

Virtual Number Service, 104

VoiceManager Features, 3

Welcome Email (sample), 1

vii

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