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.
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Table of Contents
Table of Contents
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
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Table of Contents
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
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Table of Contents
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
Getting Started with Cox Business VoiceManager
First-Time Users
As a first time user to the Cox Business VoiceManager application, you will receive a welcome
email from myaccount@coxbusiness.com 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 520 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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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
VoiceManager Features
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
Automatic Callback link.
5. Choose the On radio
button.
6. Click the Save button.
Result: A message indicates
your Automatic Callback
settings were updated.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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.
VoiceManager MyAccount User Guide
5
VoiceManager Features
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 menu in the left
navigation bar.
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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.
VoiceManager MyAccount User Guide
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VoiceManager Features
Call Forwarding Always
This feature has been combined with others to create Call Forwarding.
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VoiceManager MyAccount User Guide
VoiceManager Features
Call Forwarding Busy
This feature has been combined with others to create Call Forwarding.
VoiceManager MyAccount User Guide
9
VoiceManager Features
Call Forwarding No Answer
This feature has been combined with others to create Call Forwarding.
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VoiceManager MyAccount User Guide
VoiceManager Features
Call Forwarding Not Reachable
This feature has been combined with others to create Call Forwarding.
VoiceManager MyAccount User Guide
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VoiceManager Features
Call Forwarding Remote Access
This feature has been combined with others to create Call Forwarding.
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VoiceManager MyAccount User Guide
VoiceManager Features
Call Forwarding Selective
This feature has been combined with others to create Call Forwarding.
VoiceManager MyAccount User Guide
13
VoiceManager Features
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 menu in the left
navigation bar.
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 checkbox to
the left of Busy.
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VoiceManager Features
2. In the Forward To
column, enter the
telephone number to
which calls should be
forwarded.
3. Click the Save button.
Click the No Answer
checkbox to forward calls
when unavailable to answer
the phone.
1. Click the On checkbox to
the left of No Answer.
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 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 checkbox to
the left of Not
Reachable.
2. In the Forward To
column, enter the
telephone number to
which calls should be
forwarded.
3. Click Save.
Click the Call Forwarding
Selective checkbox to
forward specified calls to a
different phone number.
1. Click the On checkbox to
the left of 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
VoiceManager MyAccount User Guide
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VoiceManager Features
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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.
VoiceManager MyAccount User Guide
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#.
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VoiceManager Features
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 menu in the left
navigation bar.
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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
Receiving Calls From
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
VoiceManager MyAccount User Guide
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VoiceManager Features
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
Holiday Schedule drop
down menus and select
the option to define when
the rule applies.
14. Click the Add a Regular
Schedule or Add a
Holiday Schedule 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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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
button to move one or all
to the Assigned Users
list.
21. Likewise, click the
Remove or Remove All
button to remove users
from the Assigned Users
list and return them to
Available Users.
22. To find a user that is not
in the Available Users
list, click the Search
drop-down menu.
VoiceManager MyAccount User Guide
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VoiceManager Features
23. Click either the Last
Name or First Name
option.
24. Enter the name in the
Search field.
25. Click the Find button.
26. Once the list is complete,
click the Save and
Return button.
Result: A message indicates
the Call Park Group was
added.
Call Park Settings
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.
Directed Call Park
No setup is required for this feature.
22
To Park a Call on a Different
Extension:
1. Press *68#.
2. Enter the extension
where the call is parked
followed by the # sign.
VoiceManager MyAccount User Guide
VoiceManager Features
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
No setup is required for this feature.
VoiceManager MyAccount User Guide
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 #.
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VoiceManager Features
Call Pickup
Feature Description
Call Pickup enables answering any line ringing within a Call Pickup Group. It is available with the
VoiceManager Anywhere package and IP Centrex service.
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 menu in the left
navigation bar.
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
button to move one or all
to the Assigned Users
list.
9. Likewise, click the
Remove or Remove All
button to remove users
from the Assigned Users
list and return them to
Available Users.
10. To find a user that is not
in the Available Users
list, click the Search
drop-down menu.
11. Click either the Last
Name or First Name
option.
12. Enter the name in the
Search field.
13. Click the Find button.
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VoiceManager Features
14. Click the Save and
Return button to
complete the process.
Result: A message indicates
your Call Pickup Group was
added. It will now be available
in the My Call Pickup Group
section.
VoiceManager MyAccount User Guide
25
VoiceManager Features
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
No setup is required for this feature.
26
1. Click the flash button or the
switch hook.
2. Press *69.
Result: You will either
connect with your previous
caller, or, if not available, you
will receive an error message.
VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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 radio
button to activate the
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.
VoiceManager MyAccount User Guide
27
VoiceManager Features
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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: A message indicates
your 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.
VoiceManager MyAccount User Guide
29
VoiceManager Features
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 menu in the left
navigation bar.
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
Calling Line ID Blocking per Call
This feature has been combined with others to create Calling Line ID.
VoiceManager MyAccount User Guide
31
VoiceManager Features
Calling Line ID Delivery — Internal
This feature has been combined with others to create Calling Line ID.
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VoiceManager MyAccount User Guide
VoiceManager Features
Calling Line ID Delivery – External
This feature has been combined with others to create Calling Line ID.
VoiceManager MyAccount User Guide
33
VoiceManager Features
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 menu in the left
navigation bar.
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:
External Line ID
Displays the name and
number of callers outside the
group.
Internal Line ID
Displays the name and
number for callers inside the
group.
Name Retrieval
Searches for the name of an
anonymous incoming caller
through an external database.
6. Click the Save button.
Result: A message indicates
the Calling Line ID settings
saved successfully.
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VoiceManager MyAccount User Guide
VoiceManager Features
Calling Name Retrieval
Feature Description
Calling Name Retrieval is activated through 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 menu in the left
navigation bar.
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: A message indicates
the Calling Line ID settings
saved successfully.
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VoiceManager Features
Calling Number Delivery
Feature Description
Calling Number Delivery is activated through 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 menu in the left
navigation bar.
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:
External Line ID
Displays the name and
number of callers outside the
group.
Internal Line ID
Displays the name and
number for callers inside the
group.
Name Retrieval
Searches for the name of an
anonymous incoming caller
through an external database.
6. Click the Save button.
Result: A message indicates
the Calling Line ID settings
saved successfully.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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.
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37
VoiceManager Features
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 menu in the left
navigation bar.
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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
VoiceManager MyAccount User Guide
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VoiceManager Features
link.
14. Enter a name for this
group in the Description
field.
15. Click the When
Receiving Calls From
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
Holiday Schedule to
select when the rule
applies.
18. Click Add a Regular
Schedule or Add a
Holiday Schedule 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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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.
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VoiceManager Features
Directed Call Park
This feature has been combined with Call Park.
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VoiceManager MyAccount User Guide
VoiceManager Features
Directed Call Pickup
This feature has been combined with others to create Directed Call Pickup Including Barge-In.
VoiceManager MyAccount User Guide
43
VoiceManager Features
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
No setup is required for this feature.
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
No setup is required for this feature.
44
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.
VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
3. Click the Call Settings
tab.
4. Under the Call
Acceptance section,
click the Do Not Disturb
link.
5. Click the On radio button
to activate the 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: A message indicates
your Do Not Disturb setting
was saved.
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45
VoiceManager Features
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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.
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47
VoiceManager Features
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 menu in the left
navigation bar.
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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
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49
VoiceManager Features
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
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.
Click the Account dropdown menu and select
the account to which to
add the rule.
Click the Time Zone
drop-down menu to select
the timing to apply to the
rule.
Click the Rollover Order
to select how
unanswered calls forward
to members of the group.
Click the Yes or No radio
buttons to Allow Call
Waiting.
For No Answer Settings,
click the Roll Over After
checkbox.
Click the drop-down
menu to select the
desired number of ringsfrom 1 – 20, or click the
After checkbox and enter
the number of seconds
to wait before forwarding
the call.
Click the adjacent dropdown menu to select
Forward to Cox
VoiceMail or Forward to
another number.
If clicking Forward to
Cox VoiceMail, enter *55
then the phone number
attached to the voicemail.
If clicking Forward to,
enter another number in
the field provided.
Click the Show Hunt
Group Users link to add
or edit users in a group.
Click on names from the
Available Users list.
VoiceManager MyAccount User Guide
VoiceManager Features
22. Click the Add or Add All
button to move one or all
to the Assigned Users
list.
23. Likewise, click the
Remove or Remove All
button to remove users
from the Assigned Users
list and return them to
Available Users.
24. To find a user that is not
in the Available Users
list, click the Search
drop-down menu.
25. Click either the Last
Name or First Name
option.
26. Enter the name in the
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
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51
VoiceManager Features
36.
37.
38.
39.
52
the users selected.
To remove users from a
group, click Remove or
Remove All to move
users back to Available
Users list.
Click the Save and
Continue button to return
to the previous screen.
Click the checkbox next
to the Series
Completion Rule to
activate the feature.
Click the Save button.
VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
3. Click the User & System
Management tab.
4. Under the Call Access
section, click the
Incoming Calling Plan
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: A message indicates
the Incoming Calling Plan
saved successfully.
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53
VoiceManager Features
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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.
6. Enter a description in the
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
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55
VoiceManager Features
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
Activate, Edit, Delete an Instant Group Call Group
1. Log in to VoiceManager
MyAccount.
2. Click the VoiceManager
Tools menu in the left
navigation bar.
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.
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57
VoiceManager Features
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
No setup is required for this feature.
58
1. Click the flash button or
the switch hook.
2. Press #66.
VoiceManager MyAccount User Guide
VoiceManager Features
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.
VoiceManager MyAccount User Guide
59
VoiceManager Features
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 menu in the left
navigation bar.
3. Click the Applications
tab.
4. Under the Enhanced
Receptionist Console
section, click the
Monitored Users link.
5. Click on names from the
Available Users list.
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.
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 finished,
click the Save button.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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
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61
VoiceManager Features
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.
Music On Hold Rules (Administrators)
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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
No setup is required for this feature.
VoiceManager MyAccount User Guide
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.
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VoiceManager Features
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 menu in the left
navigation bar.
3. Click the User & System
Management tab.
4. Under the Call Access
section, click the
Outgoing Calling Plan
link.
5. Click the checkboxes
from the columns listed to
define a call plan for an
Account.
6. Click the Save button.
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Outgoing Calling Plan by User
1. Log in to VoiceManager
MyAccount.
2. Click the VoiceManager
Tools menu in the left
navigation bar.
3. Click the User & System
Management tab.
4. Under the Call Access
section, click the
Outgoing Calling Plan
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.
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VoiceManager Features
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 menu in the left
navigation bar.
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.
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VoiceManager Features
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 menu in the left
navigation bar.
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.
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VoiceManager Features
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 menu in the left
navigation bar.
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.
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Status Settings – Available (In 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
Voicemail or Forward to
Other and enter a phone
number in the field
provided.
7. Click the Save button.
Status Settings – Available (Out of Office)
1. Under Status Settings,
click the Show Setting
link for Available (Out of
Office).
2. Click the When a Call Is
Received drop-down
menu and select where
calls should route.
3. Click Forward to Cox
Voicemail or Forward to
Other and enter a phone
number in the field
provided.
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.
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VoiceManager Features
Status Settings – Busy
1. Under Status Settings,
click the Show Setting
link for Busy.
2. Click the When a Call Is
Received drop-down
menu and select where
calls should route.
3. Click Forward to Cox
Voicemail or Forward to
Cox Voicemail except
from specific phone
numbers.
4. If selecting Forward to
Cox Voicemail except
from specific phone
numbers, enter up to
three phone numbers,
then enter the phone
number to ring when
those numbers call.
5. Click the Save button.
Status Settings – Unavailable
1. Under Status Settings,
click the Show Setting
link for Unavailable.
2. Click the When a Call Is
Received drop-down
menu and select where
calls should route.
3. Click Forward to Cox
Voicemail or Forward to
Cox Voicemail except
from specific phone
numbers.
4. If selecting Forward to
Cox Voicemail except
from specific phone
numbers, enter up to
three phone numbers,
then enter the phone
number to ring when
those numbers call.
5. Click the Save button.
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VoiceManager Features
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 menu in the left
navigation bar.
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 link to create a new
rule.
8. Enter an explanation for
the rule in the
Description field.
9. Select the type of phone
number to apply the rule
to in the When
Receiving Calls From
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
Holiday Schedule dropdown menus.
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VoiceManager Features
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.
Edit / Create a Priority Alert Rule
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 link to
create a new rule.
3. Enter an explanation for
the rule in the
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 Setting Up Schedules
for instructions on how to
create and edit a schedule.
7. Click the Save and
Return button.
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VoiceManager Features
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 menu in the left
navigation bar.
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
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10.
11.
12.
13.
14.
15.
74
to the Assigned Users
list.
Likewise, click the
Remove or Remove All
button to remove users
from the Assigned Users
list and return them to
Available Users.
To find a user that is not
in the Available Users
list, click the Search
drop-down menu.
Click either the Last
Name or First Name
option.
Enter the name in the
Search field.
Click the Find button.
Once the exceptions list
is complete, click the
Save button.
VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
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.
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Push to Talk Assigned Users List
10. Click the Search dropdown menu.
11. Click either the Last
Name or First Name
option.
12. Enter the name in the
Search field.
13. Click the Find button.
14. Alternately, click on
names from the
Available Users list.
15. Click the Add or Add All
button to move one or all
to the Assigned Users
list.
16. Likewise, click the
Remove or Remove All
button to remove users
from the Assigned Users
list and return them to
Available Users.
17. Click the Save button to
store settings.
Result: A message indicates
the Push to Talk settings
updated successfully.
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VoiceManager Features
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
VoiceManager Anywhere package and IP Centrex service.
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 menu in the left
navigation bar.
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: A message indicates
the Remote Office settings
were updated successfully.
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VoiceManager Features
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 menu in the left
navigation bar.
3. Click the User &
Management System
tab.
4. Under the User
Management section,
click Schedules.
5. Click the Add
Schedule/Event link.
6. Enter a description in the
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.
9. Enter a description in the
Event Name field.
10. Enter a Start Time for the
date and time of the
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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: A message indicates
your Schedule and Event
were added.
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VoiceManager Features
Selective Call Acceptance
This feature has been combined with others to create Call Acceptance & Rejection.
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VoiceManager Features
Selective Call Rejection
This feature has been combined with others to create Call Acceptance & Rejection.
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VoiceManager Features
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 menu in the left
navigation bar.
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.
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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.
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VoiceManager Features
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
Receiving Calls From
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
Holiday Schedule dropdown menus.
8. Click the schedule for
when the Sequential
Ring Rule should apply.
9. Add a new schedule by
clicking the Add a
Regular Schedule or
Add a Holiday Schedule
link and entering the
required information.
10. Create separate
Sequential Ring Rules if
both a Regular and a
Holiday Schedule are
desired.
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See Setting Up Schedules
for detailed instructions.
11. Click Save and Return.
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VoiceManager Features
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
VoiceManager Anywhere package and IP Centrex service.
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 menu in the left
navigation bar.
3. Click the Call Settings
tab.
4. Under the Call
Forwarding section, click
the Simultaneous Ring
link.
5. Click the Off checkbox to
disable the
Simultaneous Ring
feature.
6. Click the Always On
check box to turn
Simultaneous Ring 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
Simultaneous Ring
Rules to enable feature
when a specific rule is
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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.
Add/Edit Simultaneous Ring Rule
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
link to create a new rule.
5. Enter a rule name in the
Description field.
6. Clickthe When
Receiving Calls From
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
Simultaneous Ring List
or Do Not Call
Simultaneous Ring List
check box to activate or
deactivate this feature.
10. Click the drop-down
menu for During Regular
Schedule or During
Holiday Schedule to
select when the rule
applies.
11. Create a new schedule
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VoiceManager Features
by clicking the Add a
Regular Schedule or
Add a Holiday Schedule
link.
12. Create separate
Simultaneous Ring
Rules if both a Regular
and a Holiday Schedule
are desired.
See Setting Up Schedules
for detailed instructions.
13. Click the Save and
Return button.
Result: A message indicates
your Simultaneous Ring
Rule settings were saved
successfully.
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VoiceManager Features
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 menu in the left
navigation bar.
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.
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VoiceManager Features
Speed Dial 8
This feature has been combined with Speed Dial.
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Speed Dial 100
This feature has been combined with Speed Dial.
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VoiceManager Features
Standard Voice MailFeature 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.
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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:
1. Follow steps #1-3 above.
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.
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VoiceManager Features
To Select a Greeting:
1. Follow steps #1-3 above.
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.
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Three-Way Calling/Consultation Hold/Call Transfer
This feature has been revised into N-Way Calling and Call Transfer.
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VoiceManager Features
Time Schedule (Personal and Holiday)
This feature has been combined with others to create Schedules.
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Toll Restriction
This feature has been combined with others to create Outgoing Calling Plan.
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VoiceManager Features
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 menu in the left
navigation bar.
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: A message indicates
the Trunk Group feature was
updated successfully.
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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
menu in the left
navigation bar.
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.
VoiceManager MyAccount User Guide
99
VoiceManager Features
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 menu in the left
navigation bar.
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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.
VoiceManager MyAccount User Guide
101
VoiceManager Features
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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.
VoiceManager MyAccount User Guide
103
VoiceManager Features
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.
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VoiceManager MyAccount User Guide
VoiceManager Features
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 menu in the left
navigation bar.
3. In the Getting Started
with VoiceManager box,
under the Download
Toolbar heading, click
the VoiceManager
Toolbar Download link.
VoiceManager MyAccount User Guide
105
VoiceManager Features
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 menu in the left
navigation bar.
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
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VoiceManager MyAccount User Guide
VoiceManager Features
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.
Group Voice Portal Settings
1. Log in to VoiceManager
MyAccount.
2. Click the VoiceManager
Tools menu in the left
navigation bar.
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 to
activate the feature.
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.
VoiceManager MyAccount User Guide
107
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
Anonymous
Call
Rejection
Activation
*77#
Anonymous
Call
Rejection
Deactivation
*87#
Description
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#
Automatic Callback Menu Access 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
Activation
*72#
Call Forwarding Always Activation allows users to turn on the Call
Forwarding Always feature so that incoming phone calls are directed to
another number.
*73#
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.
*21*
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.
Call
Forwarding
Always
Deactivation
Call
Forwarding
Always
Interrogation
i
Appendix
Feature
Access Code
Name
Code
Description
Call
Forwarding
Always To
Voice Mail
Activation
*21#
Call Forwarding Always To Voice Mail Activation allows users to
turn on the feature so that all calls go to voice mail.
Call
Forwarding
Always To
Voice Mail
Deactivation
#21#
Call Forwarding Always To Voice Mail Deactivation allows users to
turn off the Call Forwarding Always To Voice Mail service.
Call
Forwarding
Busy
Activation
*90#
Call Forwarding Busy Activation allows users to turn on the Call
Forwarding Busy feature so that their incoming phone calls go to
another number.
*91#
Call Forwarding Busy Deactivation 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
*67*
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
*40#
Call Forwarding Busy To Voice Mail Activation allows users turn on
the feature so that calls are sent to their voice mail when they are
engaged in a call.
Call
Forwarding
Busy To
Voice Mail
Deactivation
#40#
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
*92#
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.
Call
Forwarding
Busy
Deactivation
ii
Appendix
Feature
Access Code
Name
Code
Description
*93#
Call Forwarding No Answer Deactivation 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
*61*
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 allows users
to turn on the Call Forwarding No Answer To Voice Mail service.
Call
Forwarding
No Answer
To Voice Mail
Deactivation
#41#
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
*94#
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.
*95#
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.
*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.
Call
Forwarding
No Answer
Deactivation
Call
Forwarding
Not
Reachable
Deactivation
Call
Forwarding
Not
Reachable
Interrogation
iii
Appendix
Feature
Access Code
Name
Code
Description
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
#77#
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
*67#
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
*31#
Calling Line ID Delivery Blocking Persistent Activation allows users
to activate the Calling Line ID Delivery Blocking service.
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
*65#
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
*68#
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
*88#
Call Park Retrieve allows users to retrieve or reconnect with a call that
was previously parked.
*98#
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.
Call Pickup
iv
Appendix
Feature
Access Code
Name
Code
Description
Call Return
*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
#92#
Call Return Number Deletion allows users to delete the last incoming
number.
Call Waiting
Persistent
Activation
*43#
Call Waiting Persistent Activation allows users to activate the Call
Waiting Persistent service.
Call Waiting
Persistent
Deactivation
#43#
Call Waiting Persistent Deactivation allows users to deactivate the
Call Waiting Persistent service.
Cancel Call
Waiting
*70#
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
*99#
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
*57#
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
*97#
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.
*33#
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.
*55#
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.
Directed Call
Pickup with
Barge-in
Direct Voice
Mail Transfer
v
Appendix
Feature
Access Code
Name
Code
Description
Diversion
Inhibitor
*80#
Diversion Inhibitor allows a user to prevent Redirection services from
being activated on the terminating side of an unanswered call.
Do Not
Disturb
Activation
*78#
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
*22#
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
#58#
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.
Last Number
Redial
*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.
Music On
Hold Per-Call
Deactivation
*60#
Music On Hold Per-Call Deactivation allows users to deactivate the
Music On Hold service for their current calls.
No Answer
Timer
*610
#
No Answer Timer allows users to change the number of rings a caller
hears before no-answering handling services apply.
Per Call
Account
Code
*71#
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
*75#
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
*74#
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
*86#
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
Appendix
Index
Accessing the Web Portal, 2
Directed Call Park, 41
Anonymous Rejection, 3
Directed Call Pickup, 42, 43
Answer Confirmation, 4
Directed Call Pickup with Barge In, 43
Appendix A, i
Do Not Disturb, 44, 45
Barge-In Exempt, 6, 13
Feature Access Codes, i
Call Forwarding Always, 7
First-Time Users, 1
Call Forwarding Busy, 8
Getting Started with Cox Business
VoiceManager, 1
Call Forwarding No Answer, 9
Group Directory, 46
Call Forwarding Not Reachable, 10
Last Number Redial, 57
Call Forwarding Remote Access, 11
Logging into MyAccount, 1
Call Forwarding Selective, 12
Multi-location Extension Dialing, 58
Call History, 17
Music On Hold - User, 60
Call Hold, 16
®
Outlook Integration, 65
Call Notify, 18
Personal Status Manager, 68
Call Park, 20
Priority Alert/Ringing, 71
Call Park Retrieve, 22
Selective Call Acceptance, 84
Call Pickup, 23
Selective Call Rejection, 85
Call Waiting, 28
Simultaneous Ring Personal, 86
Calling Line ID Blocking per Call, 30
Speed Dial 100, 91
Calling Line ID Delivery – External, 32
Standard Voice Mail, 92
Calling Line ID Delivery - Internal, 31
Time Schedule (Personal and Holiday), 96
Calling Name Delivery, 33
Unified Messaging, 99
Calling Name Retrieval, 34
Virtual Number Service, 104
Calling Number Delivery, 35
VoiceManager Features, 3
Common Phone List, 36
Welcome Email (sample), 1
Custom Ringback User, 38
vii
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