RingCentral phone system, IP phone, mobile app, softphone Administrator Guide

Administrator Guide
Start-up Guide for
Administrators
RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Table of Contents
Table of Contents
Welcome to RingCentral Office@Hand
from AT&T................................................................................5
The Overview Page............................................................. 6
FaxOut..................................................................................................... 15
Messages..................................................................................................7
Company Number....................................................................................................... 17
Call Log..................................................................................................... 8
Using Your Existing Number (Porting/Transferring to RingCentral Office@
Hand)............................................................................................................................. 19
Contacts................................................................................................... 8
The Porting Process Step By Step........................................................................... 20
Settings.................................................................................................... 9
Forwarding Calls from Your Other Provider to Your Office@Hand Service..... 26
Company > Phone System ...........................................................................................9
Fax Settings........................................................................................... 27
Company > Call Recording ..........................................................................................9
Your Company Fax Number.......................................................................................27
Personal > My Inbound..................................................................................................9
More About Fax Numbers......................................................................................... 30
Personal > My Outbound > Caller ID............................................................................9
Choosing a Default Fax Cover Sheet....................................................................... 30
Personal > My Outbound > Fax Settings.....................................................................9
Faxes Sent via Email................................................................................................... 30
Billing ......................................................................................................10
Specifying Email Address That Can Send Faxes................................................... 30
International Calling.................................................................................................... 11
Sending Faxes........................................................................................ 31
Tools......................................................................................................... 12
Faxing using FaxOut.................................................................................................... 31
Mobile Apps.................................................................................................................. 12
Softphone..................................................................................................................... 12
Get Help..................................................................................................16
The Phone System Screen..............................................17
CloudFax: Faxing documents from your cloud storage accounts..................... 31
Faxing using the Softphone...................................................................................... 31
RingMe........................................................................................................................... 12
Auto-Receptionist Settings............................................................... 33
Appearance.................................................................................................................. 12
Setting Company Business Hours............................................................................33
Account Validation...................................................................................................... 12
Regional Settings....................................................................................................... 34
Resources > Online Support...................................................................................... 12
Handling Incoming Company Calls..........................................................................35
Conference Calling............................................................................... 13
Company Greeting..................................................................................................... 36
Quick Links..............................................................................................14
Company Dial-by-Name Directory......................................................................... 38
Setting the Operator Extension.............................................................................. 39
DND (Do Not Disturb)...........................................................................14
RingOut................................................................................................... 15
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Table of Contents
Group Settings...................................................................................... 39
Paging ...........................................................................................................................75
Adding a Group........................................................................................................... 39
Paging Settings .......................................................................................................... 76
Messages-Only Extension......................................................................................... 41
Adding User Phones and Numbers................................................... 77
Announcements-Only Extension............................................................................ 42
Group Member Availability....................................................................................... 42
Call Queue Greeting.................................................................................................. 43
Setting and Managing Presence...............................................................................78
Adding Desktop IP Phones.................................................................. 79
Call Queue Voicemail Greeting................................................................................ 45
Directory Listing/411.............................................................................81
Call Queue Call Handling........................................................................................... 46
RingMe Click-to-Call............................................................................ 82
Call Queue Member Availability and Hold Times...................................................47
Advanced Call Handling for Call Queues............................................................... 48
User Settings.......................................................................................... 51
Adding Users................................................................................................................ 51
User Permissions: Assigning Administrators; and Granting International
Calling Privileges.........................................................................................................52
User Information: Name and Contact Info, Forwarding Rules,
Direct Number.............................................................................................................53
Personal Greetings.................................................................................................... 54
Deleting Extensions/Assigning and Reassigning Desktop IP
Phones.................................................................................................... 84
The RingCentral Office@Hand
from AT&T Softphone......................................................86
Downloading the Office@Hand Softphone..................................... 86
To Activate the Softphone.........................................................................................87
Using the Softphone............................................................................ 88
Screening Calls............................................................................................................55
Softphone Quick Start Guide........................................89
Call Blocking................................................................................................................ 58
1. Overview................................................................................................................... 89
Incoming Call Information........................................................................................ 59
2. Navigation Shortcuts............................................................................................. 89
Call Forwarding........................................................................................................... 60
3. Options..................................................................................................................... 89
Advanced Call Handling for Users........................................................................... 62
4. Emergency Service Information......................................................................... 89
Call Park........................................................................................................................ 65
5. Do Not Disturb......................................................................................................... 89
Intercom *.................................................................................................................... 66
6. Messages/Recent Calls......................................................................................... 89
Call Flip..........................................................................................................................67
7. Open/Close Keypad............................................................................................... 89
To use Call Flip............................................................................................................. 69
8. Status....................................................................................................................... 89
Changing the Default Area Code............................................................................. 70
Tips for Best Softphone Voice Quality.............................................90
Call Recording – Important Legal Requirement................................................... 70
On-Demand Call Recording..................................................................................... 70
Automatic Call Recording..........................................................................................72
Use a Headset with Microphone.............................................................................. 90
High Speed DSL, Cable, or Fiber Connection with an Upload Speed of 90kbps
or Greater.................................................................................................................... 90
Notifications................................................................................................................ 74
Advance Notification Options..................................................................................75
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Welcome
Troubleshooting....................................................................................91
Is the Softphone Installed and Up-to-Date?.......................................................... 91
Do You Have a Firewall or Proxy Server?................................................................ 92
Are You Connected to the Internet?....................................................................... 92
Do You Have Do Not Disturb (DND) Turned On?................................................... 92
Office@Hand App for SalesForce.com.....................93
The RingCentral Office@Hand from AT&T
Smartphone Mobile App.................................................94
Download the RingCentral Office@Hand from AT&T
Smartphone Mobile App..................................................................... 94
The Office@Hand Support Home Page....................95
Appendix.............................................................................. 96
Bulk Purchase of Users
and Phones............................................................................................ 96
Bulk-Purchase of Users
and Phones............................................................................................ 96
Bulk Upload/Activation of Users........................................................ 97
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Welcome
Welcome to RingCentral Office@Hand from AT&T
Build a professional presence for your business, drive productivity, and
unify all your employees in the office and out in the field with a single
phone system integrating desk phones, mobile, and PC—with RingCentral
Office@Hand from AT&T.
Then use this guide to update, change, set up additional features, or
customize your company’s online phone system settings and those of
your users.
Office@Hand works with all mobile and fixed-line phones, and offers
features such as an auto-receptionist, multiple extensions, voicemail,
call handling, faxing, on-hold music, and more. With no setup fees or
new hardware required, RingCentral Office@Hand from AT&T provides
immediate savings over traditional business phone services.
As Administrator/Account Owner, you are able to set up and manage
the extensions of all your users. Your users will also be able to fine-tune
some of these settings for their own phones once you have set them
up. In addition, those you designate as Group Managers can set up
and manage the extensions of users assigned to their groups—see the
separate Group Manager user guide for details.
Follow the steps in this guide to set up your phone system, add users and
groups, and more. Activate your business phone system today and start
taking calls in no time.
The RingCentral Office@Hand from AT&T Mobile Apps for
smartphones give you access to most of the same functions
described here.
When you activate your account, the first time you log in as
Administrator you are prompted to complete Express Setup. Follow
the steps to perform a basic setup of your new phone system in just
minutes. It will take you through setting up your Admin extension,
setting up extensions for your other users, adding groups, and setting
up company call handling.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
The Overview Page
Managing your account is done online,
through your browser.
Log into your Online Account at
http://service-officeathand.att.com using
your main Office@Hand phone number
and password.
The Overview page is your account home
page. It shows your recent calls, plus your
account status and announcements. Let’s
take a look at the tabs across the top of this
page and how to use them. Some features are
described in more detail later in this document.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
Messages
You will find your email and voicemail messages in the Messages menu, as well as call-recording messages.
Your voicemail and fax messages are stored here for 30 days. Under Messages, you can:
• Review inbound and outbound calls
• Listen to voicemail
• Hover over the word Play; the message
will play back
• Save voicemail and received faxes to disk
• Click on the word Play and respond to
the pop-up dialog
• Forward messages and faxes by email
• View faxes
• Click on a caller’s number to call them back
• Listen to and manage calls you’ve recorded
• Add callers to your Contacts
• Delete and undelete items
• Check the box for a message and
click Delete
• Block callers
• Check the box for a message and
click Block
• Click Add Contact and fill in the
Contact form
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
Call Log
Contacts
The Call Log provides customized reports on inbound and outbound
calls and faxes for the company number and specified extensions.
Select the time period, type of call, inbound or outbound, blocked calls,
or recorded calls. If you use RingMe for marketing, the Call Log can
show you the URL for RingMe calls you receive, so you can track the
effectiveness of specific marketing campaigns.
You can save reports to disk for analysis; these reports You can have
the Call log delivered to an email address daily, weekly, or monthly on
specified days.
You can view, and download to a spreadsheet for analysis, information
for your main number or for selected extensions. Contacts includes Company contacts, all the users of your Office@
Hand system. It also includes your Personal contacts, which you can
add manually or import from your Microsoft Office account, or from a
comma-separated variable (CSV) text file.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
Settings
The Settings menu offers a rich set of management tools for the
Administrator. Settings > Phone System is the main area for managing
settings for the company, users, groups, and phones and extensions.
Settings > My Settings is where you manage your own settings as a
user.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
Billing
NOTE: A Premium user has access to all the capabilities of your
phone system, including making both inbound and outbound VoIP
calls from from the Softphone. A Virtual user can receive incoming
calls on existing phones, and place and receive VoIP calls from their
smartphone. Virtual users cannot use desk phones, or use VoIP to
make calls from the Softphone.
Click the Change Plan button to manage your service plan, including
the number of your Premium Users and Virtual Users.
The Billing tab leads to menus for managing your Service Plan, and
permissions for International Calling.
Review your Office@Hand service plan and costs. You can change your
plan from this menu, including changing the number of Premium and
Virtual users on your account. You can also set up Auto Purchase for
international calling.
Auto-Purchase: Per-minute charges for international calls (see next
page) are not billed to your account. Instead, they are deducted from
your prepaid Calling Credits account. Auto-Purchase ensures you will
never run out of such Calling Credits. From this menu you can select
a Calling Credits package of $20 or $100, which will be automatically
renewed when you run low, thus preventing any interruption of service.
Purchased funds will roll over month to month for up to 12 months.
The price of international calls will vary according to the applicable
international rate (see International Calling on next page).
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
International Calling
Calls your users make to countries outside
the United States incur charges. To manage
your costs, outbound International Calling
is disabled by default. Your users will not be
able to call out of the U.S. unless you enable
International Calling.
On the Billing page, click International
Calling, then click the Enable International
Calling button to display and enable a list
of all countries. You can enable or disable
specific countries. The per-minute costs for
outbound calls are shown for each country.
(Callers from outside the U.S. can continue
to reach your local (non-800) numbers
regardless of your selection. )
NOTE: Rates displayed in this menu are AT&T
World Connect rates. Rates are subject to
change.
Check the names of your users you want to
be able to make international calls to the
countries you activated. Then click Save.
Once you have enabled International Calling,
you can give permission to your individual
users to make international calls. From the
main menu click Settings > Phone System >
Users and at the bottom of the Users panel
click Edit Permissions for all Users.
NOTE: This screen also lets you assign
Administrator rights to other users. Such
users have full Admin rights, except that
they cannot delete the account owner, nor
change the billing address and billing info
settings.
This pops up a screen listing your users.
NOTE: Some country codes are blocked by
default. To whitelist (unblock) specific codes,
contact your Office@Hand representative.
International calls are paid using
Calling Credits (see Auto-Purchase).
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
Tools
RingMe
This section allows you to obtain the latest tools
to enhance your productivity and customize
your service to suit the way you work.
The RingMe button gives your customers the
ability to call you by clicking on the button on
your web site or email signature.
Mobile Apps
Appearance
Download the smartphone app to take your
Office@Hand service on the go.
Customize your Office@Hand Service Site with
your company logo.
Softphone
Account Validation
Download the Softphone application to control
your calls from your desktop PC or Macintosh.
Answer or screen incoming calls, send to voice
mail, transfer, disconnect, or monitor voice
messages as they are being left and pick up the
ones you want to talk to.
Identity Validation is recommended as a
security measure to protect your account.
Set for you and all your users, it prevents
unauthorized individuals from accessing
account information by emailing a login code
to you when you attempt to log in from a new
computer. While it can be turned off, that is not
recommended.
Directory Assistance
Publish your company name, number, and
address in the national Directory Assistance
service so prospects can more readily find your
business.
App for Salesforce
Enhance your Salesforce CRM experience
with seamless integration between your
Office@Hand phone system and your
Salesforce, improving workflow and increasing
productivity.
example, you will find the search tool at the
top of the Phones listing, and in Automatic
Call Recording at the top of the list of Users &
Groups to Record.
Resources > Online Support
Access the Office@Hand Support page at
http://support-officeathand.att.com/ to
review features and learn more about what
your system can do. You can also contact our
support team from this page.
Searching Lists
You will find a Search box at the top of several
screens, to make finding specific users,
extensions, and phones easier and faster. For
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
Conference Calling
Conference Calling is available on Office@Hand Premium User Plans.
Find your conference number, host code and participants code by
clicking the Conference icon near the top of most screens when you
are logged into the Web site.
A single conference bridge phone number is provided for each
account, shared by all users–no need for your users to keep track of
multiple bridge lines.
Each user gets their own individual host and participant access code,
so they can hold conference calls whenever they want, wherever they
are.
Each user can host a conference with up to 1000 attendees, using
their Desktop IP phone while in the office, or their Softphone on their
desktop computer, or the Office@Hand mobile app while on the go.
An Invite feature lets you send email invitations with the dial-in
information to participants with just one click.
As host, the user can mute participants, get caller counts, record
conferences, and more.
Conferences are reservationless—you send an invite to participants,
and the conference starts as soon as you join as host.
To join a conference you are hosting, call the Conference number and
enter your Host number at the prompt.
To join a conference hosted by someone else, call the Conference
number and enter the Participant code at the prompt.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
To invite participants to your conference,
click the word Invite ain the pop-up window.
This brings up your default email program
and starts an email message with the
default Subject line Details for conference
call dial-in and a standard message that
includes the call-in information your guests
will need. Edit the Subject and message as
needed, enter your invitees in the To: line, and
send the email invite containing the dial-in
information.
The main conference number is available
in the U.S. In addition, in-country dial-in
numbers are available for use in over 30
countries.
For additional information including
touch-tones to use for control during
the conference, and a list of international
dial-in phone numbers please visit this
page: Conference Calling Touch-Tone
Commands and International Dial-In
Numbers.
Administrators can locate the unique
conference calling information for a specific
user by going to Overview > Manage
Users > [select a specific user] > Phones
& Numbers. At the bottom of this screen
is the conference number, host code and
participants code for that user.
NOTE: Conference calling is also available via
smartphones using the Office@Hand Mobile
App. See the Mobile App Guide for details.
On the upper right of every page of your online
account is small button labeled DND, or Do
Not Disturb. When set to DND Off it is green,
and means that you will take all incoming calls.
Quick Links
Click DND to toggle Do Not Disturb. When
DND ON is red, it is set to Do not accept any
calls, and all callers are sent to voicemail. If
you are a call queue member, you will also
have the option Do not accept call queue
calls, and DND will be orange.
On all but the Overview screen there is a Quick
Links dropdown menu on the right that shows
these shortcuts to most-used functions.
• Administrator
• Manage Users
• Company Call Handling & Greetings
• Manage Phones & Devices
• Manage Groups
• User
• My Greeting & Call Screening
• My Call Handling Rules
• My Voicemail
• My Caller ID
• My After Hours Settings
These features are described in detail
elsewhere in this document.
DND (Do Not Disturb)
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Overview
RingOut
The RingOut icon appears near the top of
every online account page. Using RingOut
lets you make calls through your Office@
Hand account from your Softphone on your
PC or Macintosh computer. Such calls show
up in your Call Log, so you can include them
in your call management. And you can take
advantage of the many call-control features
of the Softphone.
Click on the RingOut icon on any account
page to bring up this menu pop-up.
RingOut works from your desktop computer
by first calling your number, then calling the
other party.
In this menu, in the Call to box, enter or select
the number you wish to call. You can also
choose from among recent calls, or from
your contact list.
In the line Current Location should list your
Office@Hand number; or you can choose
Custom phone number and enter another
phone number you’d like to use for this
call instead.
Prompt me to press 1 before connecting
the call is pre-checked: When the system
calls you, you will hear Please press 1 to
connect. This protects you in case you
mistyped your own number, or if your
voicemail picks up too quickly, because the
call won’t complete.
FaxOut
FaxOut makes it easy to send a fax from
your desktop computer without needing
a fax machine. Users click the FaxOut icon
and fill in the simple form with recipient and
cover sheet information, and can attach a
document which will be converted into a fax
automatically. A wide variety of standard
document types are recognized by FaxOut.
See Faxing using FaxOut.
Now click Call. The system first calls you. When
you answer (and press 1 as instructed), it then
calls the other number and connects you.
Note that 911 emergency service is not
available through the RingOut system.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Get Help
Click Get Help on the top right of the screen
and choose Help Center to access a
comprehensive set of knowledge-based
articles on every aspect and feature of
Office@Hand. From Get Help you can also
turn on and off feature tips, which are the
yellow informational balloons that appear
when your cursor hovers over certain parts of
the screen.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
The Phone System Screen
The Phone System screen, reached from
the Overview screen, is the starting point
for many of the Administrator operations
described in this document. It is where
you update, change, and customize your
company phone system and user settings.
1. Log into your Online Account, at
http://support-officeathand.att.com,
using your main number and password.
2. From the main menu, click Settings.
3. From the Settings dropdown menu,
select Phone System.
Company Settings
Company Numbers and Info
Under Phone System, your main company
number is displayed in Company Numbers
and Info. Click to manage your company
numbers, including fax and toll-free
numbers, and to add lines.
Company Caller ID
This is the information that appears as your
Caller ID when making outbound calls. Your
company name appears as the default. You
can edit this field; maximum is 15 characters.
(Changes to this Caller ID field can take a
week or more to take full effect.) This Caller
ID appears when making calls from one of
your local numbers. Calls from your toll-free
number will only display the toll-free number
as the Caller ID.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Adding a Company Number
1. From the Phone System screen (Settings
> Phone System), click Company
Numbers and Info.
2. Click Add Local Number near the bottom
of the middle panel.
3. On the Select Local Number pop-up,
select your State/Province and choose
City or Area Code. From the drop-down
menu, select a number and click Next.
7. Enter the numbers or letters you wish
to use and click Search to see if this
combination is available. You can use the
wildcard character * to help with your
search. Note that a one-time charge of
$30 applies to use the prefix 800.
8. For each of the above selections, once you
choose a number, click Next, then select
whether to have this number connect to
your Auto Receptionist, or to a specific
extension you choose on the next screen.
4. On the Add Direct Extension Number
pop-up, choose the Auto-Receptionist
or Extension radio button. If Extension,
select the existing extension that calls will
be connected to. Click Confirm. Repeat if
you wish to add more numbers.
5. Click Add Toll-Free/Vanity Number and
choose which toll-free prefix you wish
— note that a one-time charge of $30
applies to use the prefix 800 ­— then select
from among the available numbers.
6. Select Option 2: Vanity Number. A vanity
number is an available combination of
letters, numbers, and symbols, which you
choose because its numbers or letters are
significant, related to your business, easy
to remember, or spell out a message.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Using Your Existing Number
(Porting/Transferring to RingCentral
Office@Hand)
If you or one of your users have an existing
phone number that you want to keep, you can
choose to either transfer (port) the number
to Office@Hand, or you can have calls to that
number under another provider forwarded
to Office@Hand account. See below for
details on each method. These steps also
apply to your users who wish to transfer their
numbers to Office@Hand.
Important Note About Number Porting!
Number porting is the transfer of a phone
number from one carrier to another at the
request of a customer.
It lets customers take their phone numbers
with them when they change carriers. When
you sign up for your RingCentral
Office@Hand from AT&T account, talk with
the sales representative about porting
your numbers. You will be contacted by a
RingCentral porting specialist, who will assist
you in submitting your porting request to your
current carrier. Porting takes time to process
and mistaken information or incomplete steps
can delay successful porting of your number
further. So it is important that you work with
your porting specialist to ensure a successful
and timely transition.
NOTE: If you experience a porting problem
while following the steps below, contact
the RingCentral porting team via email at
[email protected]
or call AT&T Support at 1-888-388-1058
10am to 7pm EST, Monday through Friday for
Porting-related issues.
NOTE: It usually takes 10-20 business days
to port your number, but the process is often
faster. Providing accurate information on
your request form speeds it up.
How the Porting Process Works
1. Do be exact. Information must match
exactly what is on record with the current
phone service provider. If it doesn’t, the
porting will be delayed. Review the current
bill or contract for accurate details.
1. You or your user submit a port request
from their Office@Hand online account.
(See steps on following pages.)
2. The port request is forwarded to your
current service provider.
3. The Porting department of the service
provider sends you email with an
Estimated Completion Date (ECD). (If the
porting request Authorization is rejected,
the user will get an email advising you.)
4. The Porting department sends you a Firm
Order Completion (FOC) date sometime
between four and ten days after receiving
your porting request.
5. About two weeks after the request, you
should get an email from the Porting
department stating that the number was
successfully ported.
Dos and Don’ts for Successful
Number Porting
2. Don’t cancel the old phone service: Wait
until after the port is complete to cancel
the old service.
3. Don’t lose DSL service: Call your service
provider to get a new phone number for
your DSL line before submitting a port
request, or you will lose your DSL.
4. Do remove special features from your
current service. Call your provider to
cancel special features such a Centrex,
remote call forwarding, or distinctive
ring, before submitting the port request.
Only cancel the features – not the entire
phone service.
5. Do cancel any open pending service
orders, or confirm that they are completed
before placing your port request.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
A Porting Getting-Started Checklist
The Porting Process Step By Step
Here are a few things you need to get started.
• Your service address – the address where
your phone rings. This may or may not be
the same as your billing address.
Before you begin the porting process, make
sure you have a copy of your latest bill handy
and allow for extra time to complete the
porting as this process can be time intensive.
If you’re porting more than 20 numbers,
please contact officeahandporting@
ringcentral.com for additional assistance.
• The main Billing Telephone Number – find
this on the phone bill.
STEP 1
• Phone Numbers: Depending on the type
of phone number you are porting:
Log in to their Office@Hand account at:
http://service-officeathand.att.com. Click
Settings > Phone System.
• A recent phone bill; make sure it’s
current—less than 30 days old.
• Mobile number: You will need to provide
the Account Number and PIN. If you
can’t find them, contact your cellular
provider.
• Toll-Free number: You will need to fax
or email a recent phone bill. You will
also need to fill out and hand-sign a
Letter of Authorization form.
STEP 2
Click Company Numbers and Info. At the
bottom of the middle panel, click the Use My
Existing Number bar.
• Local number: You will need the Billing
Telephone Number (BTN) for each
number you want to port.
• Upload the Letter of Authorization (LOA)
(see Step 9) and COB from your account if
you are porting a toll-free number.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
STEP 3
From the pop-up menu, under the words
Transfer my number to RingCentral
Office@Hand from AT&T, choose the Local
US Number button or the Toll Free Number
button.
NOTE: If you are porting more
than 20 numbers, please contact
officeahandporting@ ringcentral.com for
additional assistance.
STEP 4
Confirm the pop-up that explains that porting
numbers might affect your Office@Hand plan.
STEP 5
If you are transferring a Local Number,
answer the questions on the Transfer
my Existing Numbers Pre-Check popup
window and click Next. Then enter the
10-digit numbers you wish to transfer
and, if one or more of them are the Billing
Telephone Numbers for your account with
another carrier, check the box and put the
billing numbers in the space indicated.
Then click Check so see if the number is
transferable. (You will get a warning if the
number cannot be transferred: Check to
make sure the number is entered correctly
as a 10-digit number, that it is a Local not a
Toll-Free number, that you have entered the
correct losing carrier. Contact your account
representative to resolve if necessary; or use
Forward My Calls to have these numbers
forwarded to your Office@Hand account.)
transfer and click Next.
On the next screen, click to match the
numbers you are transferring to Office@Hand
“temporary numbers”. These are existing
numbers (not extensions) on your account
that you can have replaced with the incoming
transferred numbers. Alternately, you can
skip this step and, after the transfer request is
completed, the new transferred numbers will
be added to your account and your Office@
Hand billing plan increased as needed.
STEP 6
Once your number is accepted for porting,
read the instructions and click Next.
If you are transferring a Toll-Free number,
confirm in the popup window that you have
your latest bill for that number in electronic
form (JPG or PDF) ready to be uploaded, and
click Next. Enter the numbers you wish to
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
STEP 7
STEP 8
Review the information you entered in the previous step. You may
change any incorrect information by clicking Back. If the information is
correct, click Next.
Enter the information and service address associated with your
existing toll free number. Click Next.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
STEP 9
STEP 10
If you are porting a toll free number, you will be instructed to
download, print and sign a Letter of Authorization (LOA). You will be
able to send the signed LOA and a copy of your latest telephone bill
(not older than 45 days) by fax to the number indicated, or send it by
email to the address indicated, or use the upload mechanism on the
If you are transferring a
non-toll-free number, the
Letter of Authorization will
be displayed on screen with
the information you provided
filled in. If the information is
correct, check the ‘I Agree’ box,
then click Next. (You can also
print a copy for your records.)
next screen when you click Next.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
STEP 11
The next screen gives you instructions about
the porting process, including the warning
not to disconnect your existing phone
service until the porting process is
completely finished. Review this screen, then
click Complete.
NOTE: If you decline the Electronic Records
& Signatures feature, you will need to
download, print, fill and sign the form
provided, then upload it using the Upload
button (see the screen on the right) before
RingCentral can process your number
transfer request. (In the rare case when
the upload is not possible, fax the above
document along with a copy of the recent
invoice listing the end-user name, address
and all numbers requested to be ported
to (800) 690-3868 and follow up with
an email sent to officeathandporting@
ringcentral.com notifying us about the
faxed documents.)
If your number cannot be transferred
If your number can be transferred
Some numbers from some local providers
cannot be transferred using our automated
system. You will see an instructional message
titled Transfer Existing Number: We’re
Sorry! You can still go to your local service
provider and use their process to forward this
number to your Office@Hand line.
You will see a message titled
“Congratulations!”
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
NOTE: The date for transferring your
number depends on your current telephone
service provider releasing the number.
Transferring typically takes from between
2-14 days (but occasionally up to four
weeks) and depends on your current
telephone service provider. You can check
the status of your number transfer under
Settings > Phone System > Company
Numbers (see screen) where you will see
a section titled Pending Numbers (scroll
down the Phone Numbers section).
NOTE: If you experience a porting problem
while following these steps, contact the
RingCentral porting team via email at
[email protected]
or call 1-888-388-1058.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Forwarding Calls from Your Other
Provider to Your Office@Hand Service
If you have a company phone number with
another provider, you can have calls to that
number forwarded to Office@Hand when
that line is busy or you do not answer.
1.Click Settings > Phone System >
Company Number and at the bottom of
the middle Phone Numbers column, click
Use your Existing Number.
7. If you are forwarding a land line, or certain
mobile phone lines, you will now see onscreen instructions for calling your current
carrier to request enabling of busy or no
answer forwarding. If you are forwarding
a mobile phone number, in most cases
you will see on-screen instructions to
dial the displayed number on the mobile
phone you want forwarded; this instructs
the carrier to forward this mobile phone
number when busy or unanswered.
2.Click Forward my calls to RingCentral
Office@Hand from AT&T.
3. Enter your existing outside number you
would like forwarded to Office@Hand.
4. Select where the calls from the number
will be forwarded: Company AutoReceptionist or Extension.
If you choose Extension, then choose
one of your current extensions from the
displayed menu.
5. Confirm the phone number and click Done.
You may see a screen asking you to select
your service provider for this number; if
so, choose your service provider from the
drop-down menu, then click Next.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Fax Settings
A dedicated company fax number should have been assigned to you,
and set up, during your signup process. Office@Hand will receive faxes
on your company fax number and route them to a specified extension
inbox, which the recipient can view and forward from the Messages tab
on their Office@Hand online account.
Once your company fax settings are established, your users can send
faxes out via the FaxOut feature, through their computer Softphone
application, or via email.
1. From the Settings > Phone System screen, click Company
Numbers and Info.
2. Click the Fax Number bar.
3. On the Fax Number panel, to the right, delete your existing fax
number by clicking the trash-can icon to the right of the fax number.
Your Company Fax Number
You will have only one Company fax number. You cannot add a second
Company fax number. Remember, though, that each Office@Hand
number on your account is also able to receive faxes as well as phone
calls; and you can add Groups fax numbers. (See more on this, in the
Groups section.)
If you wish to change your Company fax number, you can do so by
following the steps below to delete your existing Company fax number,
then select a new one.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
4. The Fax Number panel on the right will disappear. On the Phone
Number panel in the middle you will see a new option: Add Fax
Number. Click this bar.
5. Using the Number Selector, click the corresponding tab to choose
to make your Company fax number a local, toll-free, or vanity
(customized) number.
6. If you select the tab Option 1: Local Number, provide City or
Area Code, and choose from among the available numbers. (If no
number is available in that City or Area Code, select another City or
Area Code.)
7. If you select the tab Option 2: Toll Free Number, choose which
toll-free prefix you wish -- note that a one-time charge of $30
applies to use the prefix 800 — then select from among the
available numbers.
8. Option 3: Vanity Number: A vanity number is an combination of
letters, numbers, and symbols, which you choose because its
numbers or letters are significant, related to your business, easy to
remember, or spell out a message.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
9. Enter the numbers or letters you wish to use and click Search to see
if this combination is available. You can use the wildcard character
to help with your search. Note that a one-time charge of $30 applies
to use the prefix 800.
Note that, since you can only have one Company Fax number at
a time, once you have a Company fax number set up, the Add Fax
Number button is no longer displayed.
To manage how your inbound faxes are handled, from the Company
menu, click the Fax Number bar. On the menu that appears showing
your new fax number and its location, select to have faxes delivered to
the Operator Extension (the extension chosen to act as the Operator
number for your company) or Select an Extension to choose another
extension for fax delivery. The extension you choose will have inbound
faxes delivered to it, and can be retrieved from the Messages area of
the person who is assigned to that extension.
For each of the above three options, once you choose a number, click
Next. You will be returned to the Phone Numbers panel, where you will
see your newly selected Company fax number displayed.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
More About Fax Numbers
Choosing a Default Fax Cover Sheet
Although you can have only one official
Company fax number, you are not limited in
your inbound fax capabilities.
A cover sheet is attached to each fax you send
through Office@Hand. To select the style or
look of your cover sheet, go to Settings > My
Settings and click Outbound Fax Settings.
Fill in the cover-page info. Click the Cover
Page bar to preview and select from the list of
avaiable cover-page formats. Click Save.
• Every extension automatically accepts
and handles incoming fax calls, by default
in addition to phone calls.
• You can add dedicated Group fax lines.
• You can specify the Number Type – Voice
only, Fax Only, or Voice and Fax – for any
given extension by going to Settings >
Phone System > Company Numbers
and Info. Then select a Direct Extension
Number, and in the panel to the right click
on the bar Number Type. You can select
Voice and Fax, Fax Only, or Voice Only for
each number. This selection controls what
activity the phone number can receive.
Faxes Sent via Email
If you turn on “Omit cover page when email
subject is blank“ then when you send a fax via
email with a subject line, the cover page will
be used; if you send it without a subject line, a
cover sheet will not be used.
Specifying Email Address That Can
Send Faxes
In Settings > My Settings click Outbound
Fax Settings and at the bottom of the middle
panel under “Email addresses permitted to
send faxes” add, one by one, email addresses
from which users can send faxes by email
through your account with Office@Hand.
Emails might include alternate company
accounts or personal accounts. You can have
up to five such approved emails.
When a user sends a fax via Office@Hand,
the system checks the email address of
the sender, and sends the fax if it is on this
approved list. See Sending faxes via email,
for more.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Sending Faxes
from your computer to fax from this page.
Here are four ways to send a fax using
Office@Hand, without needing a fax machine.
You can also access this page from https://
cloudfax-officeathand.att.com.
Faxing using FaxOut
From any page on your Office@Hand online
account, click the FaxOut icon located in
the upper right corner, fill in the form with
recipient’s fax number and cover page
information, and attach a document, which
will automatically be converted into a fax.
A wide variety of standard document types,
including word processing and spreadsheet
and PDF documents, are recognized by
FaxOut. Send faxes to individuals by entering
their fax number, or choosing individuals or
Groups from your Contacts list. For Groups,
the fax will be sent to each member for whom
you have a fax number listed.
You can send the fax immediately, or schedule
it to be sent at a future date and time.
Send faxes to individuals by entering their fax
number, or choosing individuals or Groups
from your Contacts list. For Groups, the fax will
be sent to each member for whom you have a
fax number listed.
CloudFax: Faxing documents from
your cloud storage accounts.
In the FaxOut form, click “I want to fax a
document from my Box, Dropbox or Google
Drive”. Log in with your Office@Hand account
and then log into your Box, Dropbox, or
Google Drive accounts to select documents
to be faxed. You can also select documents
later. Additional options can be found under
the Options > Faxes menu.
For more on the Softphone, including
troubleshooting and tips for obtaining best
voice quality, see the Softphone Quick
Start Guide.
Faxing using the Softphone
Open your computer desktop-PC Softphone
and click the icon for Create and send a fax
(the fourth icon from the top left).
The first time you use this feature, fill out the
Personal Information Setup. Provide a Fax
Station Identifier, which tells recipients where
the fax came from—use your Office@Hand fax
number or other number of your choice; you
can also enter identifying information such as
your company name. Click Finish.
Fill out the fax form that now appears,
providing one or more fax numbers (directly
or choosing from your contact list), coverpage information, and choose a document to
fax—you can Attach the document from your
computer, or Scan it in. (The document-to-fax
converter recognizes dozens of file formats.)
Send the fax immediately, or schedule it for
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Faxing via Email
You can send faxes by emailing them as attachments to an
Office@Hand email address, rcfax.com, that automatically converts
the attachments into fax format and sends them to the fax number
specified. You can send faxes by email in this way from any email address
you have added to Faxes Sent via Email described earlier.
1. Attach to an email the document you wish to fax.
3. Send the email to the recipient’s 10-digit fax number to the email
address rcfax.com.
For example, to send a document to the fax number 1-510-555-1212,
you would use this email address: [email protected]
Here is how it would look:
2. The text in the Subject Line of the email will be added to the cover sheet.
(If no subject line text is included, the cover sheet will be omitted.)
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Auto-Receptionist Settings
Setting Company Business Hours
Your Auto-Receptionist is your company’s
automated greeting that plays for all callers
who dial your main company number.
It greets callers and directs calls to the
appropriate group or employee extensions.
You can customize your Auto-Receptionist to
route calls based on your business Company
Hours and After Hours schedule that you
define. You can have all callers hear your
company greeting or route calls to a specific
extension.
You can set your company’s business
hours to 24 hours or customize your hours
of operation by day. This establishes the
settings for the Business Hours and After
Hours tabs in other settings areas.
1. From Settings > Phone System, click
Auto-Receptionist.
2. Select Company Hours.
3. Set your Company Hours to 24 hours to
have incoming calls handled the same
way all the time.
4. Set your company business hours to
Specify hours and for each day of
the week, select hours you are Open
or Closed. (For convenience, buttons
will copy the settings for one day to all
weekdays or to all days.) This lets you set
separate call-handling rules and greetings
for Company Hours and After Hours.
5. Click Save.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Regional Settings
Add a time zone, time format, and home country area code at the
User or Company level.
To set regional settings for the Company:
To set regional settings for individual Users:
1. Go to Settings > Phone System > Auto Receptionist
1. Go to Settings > Phone System > Users and select a User.
2. Click the Regional Settings bar at the bottom of the middle panel.
2. On the right, click User Info and select Regional Settings.
3. Choose your
3. Choose for the User a
• Time Zone from the drop-down list;
• Time Zone from the drop-down list;
• Time Format of 12 h am/pm (or) 24 h;
• Time Format of 12 h am/pm (or) 24 h;
• Home Country Code from the drop-down list.
• Home Country Code from the drop-down list.
4. Click Save.
4. Click Save.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Handling Incoming Company Calls
Office@Hand lets you decide how to greet and route incoming company
calls during your company’s business hours and after hours.
1. From Settings > Phone System, click Auto-Receptionist.
2. Click Greetings & Company Calls.
3. Select the Company Hours tab (if available).
4. Select Play company greeting if you’d like callers to hear a default
or custom greeting. You can then select to play the default greeting,
or create a custom greeting on the next screen. (See next page.)
5. Or select Connect directly to extension to bypass the
Auto-Receptionist and connect calls directly to a specific extension,
6. Under If caller enters no action, you can select what to do if the
caller doesn’t do anything after the greeting has played three times:
Connect to Operator (extension 0), or Disconnect.
7. Select the After Hours tab to set call handling for after hours. (If you
have Company Hours set to 24 hours, you will be offered the option
of changing your After Hours settings to specific hours.
8. Click Save when done.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Company Greeting
5. Click the Greeting bar.
The Auto-Receptionist greets callers with a recorded message. Your
auto-receptionist is initially set to play a default greeting: “Thank you
for calling [company name]. If you know your party’s extension you
may dial it at any time. For the Operator, press 0.”
6. Select Custom.
7. Click the red Record button.
8. Enter your phone number in Call me at and click Call Now.
Follow these instructions to create a custom company greeting, using
your phone or uploading a prerecorded greeting file from your computer.
Record your Company Greeting from your computer
1. From the Phone System screen, select Auto-Receptionist.
2. Select Greetings & Company Calls.
3. Select the Company Hours or After Hours tab.
4. Select the Play company greeting button.
5. Click the Greeting bar.
6.Select Custom.
7. Click the red Record button.
8.Click Record Using Computer Microphone.
9.Click Allow when prompted, to allow Adobe Flash Player.
10.Click Record to start recording.
11. Stop Recording and the greeting will be uploaded and applied . You
will be able to review and re-record your greeting if you wish.
Recording your Company Greeting over the Phone
Follow these steps to record a new company greeting through your
telephone.
1. From the Phone System screen, select Auto-Receptionist.
2. Select Greetings & Company Calls.
3. Select the Company Hours or After Hours tab.
4. Select Play company greeting button.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
9. Office@Hand will call you and prompt you to record your greeting.
10.Once the greeting is recorded, you can listen to it by pressing Play.
Uploading a Company Greeting from Your Computer
11. If you want to re-record, press the red button again.
You can upload a pre-recorded company greeting from a file on your
computer.
12.Repeat this process for the After Hours tab.
1. From the Phone System screen, click Auto-Receptionist.
2. Select Greetings & Company Calls.
3. Select the Company Hours or After Hours tab (if displayed).
4. Select Play company greeting.
5. Click the Greeting bar.
6. Select Custom.
7. Click Import.
8. Click Browse and select a .WAV or .MP3 file from your computer.
9. Click Open, then Attach. (An error message will alert you if you
select a a non-.WAV/non-.MP3 file.)
10.Click Save when done.
Downloading Your Custom Company Greeting
To download an existing Custom Company Greeting, click on the green
download button, which is displayed when you have a saved a custom
greeting. The greeting will be saved as a .WAV file to the local drive of
your computer
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Company Dial-by-Name Directory
The Dial-by-Name Directory allows callers to find user and group
extensions by spelling out the name on their phone keypads. Follow
these steps.
1. From the Settings screen tap Phone System, then Auto-Receptionist.
2. Tap Dial-by-Name Directory.
3. Tap On.
4. Click Extensions in Directory.
5. Deselect any extensions to be excluded from your company’s
Dial-by-Name Directory. This list includes both user extensions and
group extensions.
6. Select as the Directory Extension a number that is not already in
use as an extension. This will become the number callers will tap to
get to the dial-by-name directory. By convention, this is “9”.
7. Select to search by First Name or by Last Name.
8. Click Done.
When Dial-by-Name Directory is On, the system will automatically add
to the Company Default Greeting the suggestion that, instead of
dialing an extension, they can dial the Dial-by-Name Directory number
to locate a user by name. When callers dial the Dial-by-Name Directory
number, they are instructed to use their phone keypad to spell out the
first three letters of the first name, or of the last name, of the person or
group they wish to call. The system will connect them, or offer
additional options if there is more than one choice. If Dial-by-Name
Directory is Off, it is not mentioned in the Default company greeting.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Setting the Operator Extension
Group Settings*
Choose an extension to receive calls intended for the operator
(extension 0). When callers press 0 or don’t enter an extension
number, the system will connect the call to the designated extension.
This allows you to change who is assigned to act as the operator for
receiving incoming calls, as for example during lunchtime.
Give your business phone system the flexibility of a larger organization
by creating groups such as sales, support, and billing. You can give
each groups an extension or direct (local or toll-free) number of its
own. You may also want to define specific business hours for each
groups, and set up email or text message notifications of any missed
calls or voicemails.
1. From Settings > Phone System, click Auto-Receptionist.
2. Click Operator Extension.
Adding a Group
3. Check the name of the user who will receive operator calls.
1. From Settings > Phone System, click Groups
*Departments are now called Groups. Under Groups you can set up call queues for related members with similar activities beyond
their department functions. You can also set up groups of phones and overhead devices and page to them.
NOTE: Groups and Call Queues retain Department phone numbers and line settings.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
2. Click the Add Group button at the bottom of the middle panel. Select
Call Queue and click Next.
3. Give the new call queue an extension number (a number not
currently in use), enter the name for the call queue in Extension
Name, and the email of the designated manager of that call queue,
then click Save.
4. Select Call Queue Members.
5. Click Save.
6. Back at Groups click the new call queue name (Service).
7. In the right panel, click Call Queue Info.
8. Here you can add or update information for the Call Queue
including call queue hours, regional settings if different from the
main company, and change the password for the call queue
manager’s access. The person whose email is entered in Manager
Email will receive inbound Call Queue faxes and notifications, and
can make changes to the to Call Queue Info screen.
9. To add a dedicated local or toll-free number for the call queue, click
the tab Direct Numbers, then click Add Direct Number.
10. Click Save.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Messages-Only Extension
You may want to designate specific
extensions for taking voicemail messages
only. When callers dial these extensions, their
calls will not be answered or forwarded, but
sent directly to voicemail.
1. From Settings > Phone System > Groups,
Under Messages-Only Extension, click
Sales Messages (example), and then
Extension Info.
2. In the Extension Info form that appears, fill
in an extension number (one not already
being used), give the extension a name
(such as Sales Mailbox), and an email
address that will get the notification when
a message is left. A message will be sent
to this email address notifying the owner
of this email address that they are now the
“owner” of this messages-only extension,
and explaining how they can log in to this
extension to review such messages.
3. Click Save.
Now you must set up a greeting that tells
callers to leave a message.
2. In the Groups area in the middle column,
click the name of the Messages-Only
Extension you just created, such as Sales
Messages-Only.
3. Click Messages & Notifications.
4. Click Voicemail Greeting and accept the
Default greeting, or follow the on-screen
instructions to create your own custom
greeting.
5. Click Message Recipient. Voicemails
left at this extension will be forwarded to
the voice mailbox of the person whose
extension you select here. Ciick Save
when finished.
6. Now click Notifications (in Messages and
Notifications on the right, below Message
Recipient). Here you can have someone
notified, by email or by text message, of
a voicemail having been received by this
extension. If you choose to have them
notified by email, then the voicemail
message itself will be sent in MP3 format
to this email address. Under Text Message,
you can add a phone number to receive
the text messages.
Announcements-Only Extension
1. You should still be on the Phone System
screen. Click Groups.
You can set up extensions so that callers
hear a specific company or group
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
announcement. For example, you may want to use the extension to
give directions to your office or to announce a promotion. Callers will
not be redirected to another extension or be able to leave a message.
NOTE: Only administrators, or users assigned to the specific extension,
can set the announcement.
Group Member Availability
In the Groups Extensions middle panel (Settings > Phone System >
Groups), click a named call queue. Note that for each call queue there
is a count of Available and of Unavailable members/extensions.
1. From Settings > Phone System, click Groups.
2. Under Announcement-Only Extension, click “Test Announcement
(example).
3. In the pop-up on the right-hand panel, click Announcement, then click
Greeting. On the Announcement Greeting pop-up, click Custom to
record a special greeting or message for this extension. The process
for recording the announcement is similar to the process for setting up
the greeting described in the Take Messages Only Extension section.
4. Click Save.
For example, the IT call queue shows 6 Available and 1 Unavailable
and the Test Dept shows 8 Available and 0 Unavailable.
“Available” members can take phone calls. “Unavailable” members are
on the phone, or are outside their set business hours.
Click onthe “ Available/Unavailable” area for a call queue to see a
pop-up window showing the names of call queue members and their
individual availability.
(See also Member Availability and Hold Times for more on this
feature.)
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Call Queue Greeting
The Auto-Receptionist greets callers with a personal introductory
message when they call a call queue within your company. Your phone
system is initially set to play a default greeting in which the AutoReceptionist automatically reads the name of the call queue using
text-to-speech technology. Follow the instructions on this page to
create a custom call queue greeting that you either record from your
phone or upload from your computer.
Review your Default Call Queue Greeting and Record
a Custom Greeting
1. From the Phone System screen, select Groups.
2. Select a call queue name from the list.
3. Select Greeting.
4. Select the Call Queue Hours tab (if displayed).
5. Set the Call Queue greeting button to On.
6. Click the Set Greeting bar.
7. Play and, if you wish, Save the Default greeting.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
8. Or select Custom to see recording options:
a. Click Record Over the Phone, select or enter your phone number
in Call me at and press Call Now.
i. Office@Hand will call you and prompt you to record your greeting.
ii. Click Save. You will have the opportunity to listen to the greeting
and accept it, or to re-record it by clicking the red button.
iii. Repeat this process, selecting the After Hours tab (if displayed), to
set up a call queue greeting for after business hours. Click Save.
b. Or click Record Using Computer Microphone.
i. Click Allow when prompted.
ii. Click Record to start recording through your computer’s
microphone.
iii. Click Stop and the recording will be uploaded and applied.
c. Or click Import to upload a prerecorded greeting from a file on
your computer.
i. Click Browse, select a .WAV or .MP3 file from your computer.
ii.Click Open, then Attach. (An error message will alert you if you
select a a non-.WAV/non-.MP3 file.)
Download a Custom Greeting
To download an existing Custom Greeting, click on the green
Download button that is displayed on the Set Greeting screen when
you have a Custom greeting. The greeting will be saved to the local
drive of your computer, as a .WAV file.
iii.Click Save when done.
iv.Repeat this process, selecting the After Hours tab (if
displayed), to upload a greeting from your computer for after
business hours.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Call Queue Voicemail Greeting
When a caller is sent to voicemail, the Auto-Receptionist plays a default
greeting with instructions to the caller to leave a message. Follow the
instructions below to customize this message, and to select a call
queue member to receive the voicemails.
12.Repeat with the After Hours tab (if displayed), using one of the
three methods above to create a call queue voicemail message to
be played to those who call after business hours.
1. From the Phone System screen, click Groups.
2. Select a call queue from the list.
3. Click Messages and Notifications in the righ-hand panel.
4. Click the Call Queue Hours tab (if displayed).
5. Click Voicemail Greeting.
6. Click Default to play an automatic voicemail greeting. You can
review the script of this default greeting by selecting Play.
7. To record a new voicemail greeting over the phone, select Custom
then Record over the phone. Select a phone number, then Call Now.
Office@Hand will call and prompt you to record your message.
8. To upload a prerecorded voicemail greeting from your computer,
select Import, then upload a .WAV or .MP3 file.
9. To record a message using your computer’s microphone, click
Record Using Computer Microphone. Click Allow when prompted.
Click Record to start recording through your computer’s microphone.
Click Stop and the recording will be uploaded and applied.
10.Now click the Message Recipient bar to specify a particular call
queue member to receive messages left for this call queue.
11. Click the Notifications bar to have the system send an email or
text-message notification to a recipient of your choice when
voicemail messages or faxes are received, or calls missed.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Call Queue Call Handling
Use these settings to select how calls will be handled among call queue
members.
1. From the Settings > Phone System screen, click Groups.
2. Select a call queue from the list.
3. Click Call Handling.
4. Select the Business Hours tab, if displayed.
5. Select the order in which calls will be transferred to call queue
members: Rotating (in order by extension number); Simultaneous
on all call queue extensions; or Sequentially in fixed order to
choose another order (click the bar Specify fixed order to choose).
6. Select the on-hold music callers will hear during business hours.
7. Choose how often the on-hold music will be interrupted by a
prompt. If you choose an interrupt time, you can then choose a
standard Interrupt Prompt, such as Thank you for holding. Please
continue to stay on the line, or record or upload your own custom
prompt.
8. You can also choose various handlings of callers who are waiting on
hold in the Member Availability menu.
9. Select the After Hours tab, if present, and repeat this process to set
how call queue calls will be handled after working hours.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Call Queue Member Availability and Hold Times
At the bottom of the Call Handling panel on the right, click Member
availability and hold times to manage these settings.
Options on this menu determine how inbound calls to the call queue
are handled, depending on the availability of the call queue members,
and how long it takes to connect to a given member.
Options are:
• Maximum time to wait for a call queue member to answer a call
before trying the next member in the call queue rotation order,
in minutes.
• Minimum post-call wrap-up time before agent’s status is
automatically set to available, in seconds. This gives the call queue
member some time to handle the results of the call, such as making
notes.
• Maximum hold time to wait for an available call queue member, in
minutes, before transferring the on-hold call to the next member.
• If the number of callers waiting exceeds (number), you can either
send the next callers directly to voicemail, or disconnect after telling
new callers of the heavy call volume.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Advanced Call Handling for Call Queues
Advanced Call Handling lets you create specific additional rules
for that a call queue extension based on date and/or time of call, or
Caller ID, or the number called. These rules override your regular callhandling rules for that extension.
1. To create a Rule for a specific call queue, go to the Settings > Phone
System screen, click Groups, then click a specific call queue for the
rule.
2. Click Call Handling, then click Advanced.
3. Click Learn more about advanced call handling, if desired.
4. Click Add Rule.
5. Give your rule a Name, then select the conditions: Date and/or Time
the call comes in; the Caller ID of the caller; and/or the Called
Number. You can combine these selections.
6. Click Next.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
7. If you selected Date and/or Time as
your rule condition, now select a Weekly
Schedule, with specific times for each day
if you wish. Or select a Specific
Date Range.
8. If you selected Caller ID for this rule, you
can enter one or more phone numbers, or
choose names from your Contact List, or
enter area codes or other partial numbers.
9. If you selected Called Number, choose
the number(s) to which the rule will be
applied. The choices will be the Main
Number, or the Auto-Receptionist for the
call queue.
10.Click Next and review the Conditions
Summary for your rule. Click the gear icon
to revise.
11. Click Next.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
12.Define Call Handling: Select the action to take when incoming calls
match this rule.
a. Transfer call to call queue members: Calls will be distributed
among call queue members according to policies you’ve already
set. Or customize by clicking Call Queue Greeting, Call Handling,
and Messages below.
b. Play Announcement Only and then end the call. You can
customize the Greeting message.
c. Take Messages Only to send callers to voicemail. You can
customize the voicemail greeting.
d. Unconditional Forwarding, which immediately forwards the call
to a number you then enter, bypassing any other call handling,
including greetings, call screening, voicemail, and Softphone.
e. Add additional rules if needed, then click Done.
You can edit, changing details and conditions, turn the rule on and
off, or delete any of these Rules by going back to the call queue and
click Call Handling and then clicking Advanced, then clicking on the
specific Rule, and making desired changes on the screens that follow.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
User Settings
Adding Users
You’ll want to add new users to your Office@Hand account as your
business grows. As an administrator, you may also need to edit existing
user phone settings or set up new users.
NOTE: Extensions 0 and 9 are reserved for the operator and company
directory, respectively. The number of user extensions you can create
depends on your plan.
Adding a User/Extension
1. From Settings > Phone System, click Users.
2. Click the Add button.
3. You may be asked to select the type of user: Premium or Virtual.
Pick one* and click Next.
4. Fill out information for the new user.
5. Click Save when done.
*NOTE: A Premium user has access to all the capabilities of your phone
system, including making both inbound and outbound VoIP calls
from desk phones and from the Softphone. A Virtual user can receive
incoming calls on existing phones, and place and receive VoIP calls
from their smartphone. Virtual users cannot use desk phones, or use
VoIP to make calls from the Softphone.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
User Permissions: Assigning Administrators; and Granting
International Calling Privileges
You can designate additional users as Administrators, with the same
privileges to change or edit your company’s Office@Hand phone
system settings. You’ll want to decide which users, if any, should have
access to these permissions.
NOTE: Users designated as Administrators have full Admin rights,
except that they cannot delete the account owner, nor change the
billing address and billing info settings.
1. From Settings > Phone System, click Users.
2. Click Edit Permissions for all users, which is the bar at the bottom
of the middle column.
3. Review the list of users and check those you want to have
administrator privileges.
4. You cannot remove Administrator privileges from the Account
owner, nor from your own logged-in account.
a. In the same Permissions screen, you can select specific users
allowed to make international calls. (See International Calling for
more information.)
5. Click Save.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
User Information: Name and Contact Info, Forwarding
Rules, Direct Number
As Admin, you can edit a user’s name and contact information. You may
set up separate User Hours and After Hours forwarding rules for each
extension, plus add or change the Direct Number for the extension/
user.
1. From the Settings > Phone System screen, click Users.
2. Click the user you want to edit. Click User Info.
3. You can make changes to the following information:
a. Extension number
b. First Name and Last Name
c. Record user Name: Enter a phonetic spelling of the user/
extension name so the Office@Hand text-to-speech utility can
pronounce it correctly. You can edit the phonetic spelling until
you are satisfied with the translation. Or you can record the
correct pronunciation by clicking Record my name — you can
then have the system call you on your phone so you can speak the
correct pronunciation, or you can upload an MP3 or WAV file with
the correct pronunciation.
d. Contact Phone, the phone number put on the cover page of faxes
this User sends.
e.Email, the address to be used for Office@Hand communications
and notifications.
f. User Type, Premium or a Virtual user. You can upgrade a Virtual
user to a Premium user by clicking the Change button.
g. User Hours can be set for each user/extension.
h. Regional Settings - click to adjust the group Time Zone, Time
Format, and Home Country Code.
i. Resend Welcome Email appears for users who have not yet
activated their accounts. Click to resend the Welcome Email to
remind them to activate.
j. Delete an Extension. Deletes all user data for the extension. If
there is a direct dial number associated with the extension, you
may choose to assign it to another user or add it as an additional
company number.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Personal Greetings
Your Office@Hand system comes with a default personal greeting for
each user/extension, such as, “Thank you for calling (user name).” You
can change the greeting for each user/extension in your company.
(Users can also change their own greetings settings.)
1. From Settings > Phone System click Users.
2. Select a User from the list.
9. To download your existing Custom Personal Greeting, click on the
green download button that appears when you have a custom
greeting recorded. The greeting will be saved to the local drive of
your computer, as a .WAV file.
NOTE: If you have set business hours for this user extension, you can
select the After Hours tab and repeat these steps to set a personal
greeting during after hours.
3. Click Screening, Greeting & Hold Music.
4. To set up or change a personal greeting for this extension, check On
under User greeting.
5. Click on the Set Greeting bar.
6. To hear the automated (default) introductory greeting, click
Default then play to review. Cancel to retain this greeting.
7. To record a new introductory greeting through your computer,
select Custom, then Record Using Computer Microphone.
a. Tap Allow when prompted.
b. Tap Record to start recording.
c. Stop Recording and the greeting will be uploaded and applied.
8. To record a new introductory greeting over the phone, select
Custom, then Record Over the Phone.
a. Select a phone number at which Office@Hand can call you.
b.Click Call Now.
c. Record your greeting as prompted, then click Save. To upload
a prerecorded voicemail greeting from your computer, select
Import then upload .WAV or .MP3 file.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Screening Calls
Office@Hand makes it easy to screen calls
for each of your users by prompting callers
to announce their name. You can screen
out callers who are not on a user’s list of
contacts and/or those calls that come in
without caller ID.
Preparing for Call Screening
To activate Call Screening, first check the
following setting in Call Handling.
1. Click Settings > Phone System > Users
and select a particular user.
2. Click Call Handling & Forwarding.
3. Choose the User Hours tab (if present).
4. Scroll down and click the Incoming Call
Information bar.
5. For Call Screening to work, as described
below, first set Play announcement
before connecting to Always.
6. Save.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
From this same Call Information screen, you can also set Incoming
number displayed to me to determine what is displayed on the user’s
phone when receiving a forwarded call. If the user’s phone is also used
for personal calls, knowing the Caller ID or the number originally called
allows the user to answer forwarded calls appropriately.
In addition, the options under Play announcement before connecting
cause forwarded calls to announce the extension or call queue
name that is forwarding the call, helping the user to answer the
call appropriately--especially useful if the call is forwarded to a
personal phone or another business phone. You can choose to have
such announcements made for all forwarded calls, or only for calls
forwarded to non-RingCentral Office@Hand from AT&T phones (such
as the user’s home phone or cell phone).
Setting the option Require my password to answer requires the user
to enter their call queue or extension password before accepting the
call. This prevents others from answering the user’s calls, for example
children answering business calls received at home. The password is
the user’s Office@Hand login or PIN, or call queue login.
You can repeat this process for After Hours (if you have user hours
set for this user). Note that when you select the After Hours tab, this
message may display: Call screening is OFF since the extension is set to
play announcements when called after hours. To enable call screening
options go to Call Forwarding and change the answering mode. To
enable call screening for this user for after hours, click Call Handling &
Forwarding for this user, then the After Hours tab. Under After hours
Call Handling select Forward Calls. You will then have the opportunity
to enter the phone numbers to which calls received after hours will be
forwarded. Such calls will be screened according to the rules you set
below.
(If you select Send callers to voicemail or Play announcement and
disconnect or Unconditional Forwarding, After-Hours calls won’t
be screened but will go directly to voicemail, or be disconnected, or
be forwarded immediately, without greetings or screening, to the
selected number.)
Now you are ready to set up Call Screening for this user.
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Setting Up User Call Screening
1. From the Phone System screen, click Users.
2. Choose the user you want to edit.
3. Click Screening, Greeting & Hold Music.
4. Select the tab User Hours or the tab After Hours if they
are present.
5. Turn on Personal Greetings if you wish, then accept the default
greeting (“Thank you for calling John Smith”) or record or import a
custom message by following the prompts.
6. Set Call Screening On if you wish. Call screening prompts callers for
their names before connectng the call. You can choose to prompt
the caller to say their name before connecting if the call has no
Caller ID; or if the caller is not on the user’s contact list; or Always.
7. Choose a Connect Prompt, if you wish, that plays when your caller is
being connected. You can accept the default message (“Please hold
while we connect you”), or record or upload a custom message.
8. Set Audio while connecting if you wish callers to hear music while the
call is being connected. Choose prerecorded music, or click Custom
to upload a .WAV or .MP3 music file from your computer.
9. Set Hold Music to On if you wish, and choose the music callers will
hear while they are on hold. Click Save.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Call Blocking
Follow the instructions below to block certain calls. Blocked callers will
hear a message that their call cannot be accepted.
1. Click Settings > Phone System > Users and select the user you
want to edit.
2. Click Screening, Greeting & Hold Music. Scroll down and click the
Blocked Numbers bar.
3. You may Block specific calls and faxes and enter those numbers
or area codes you wish to block and, optionally, a caller name
(for convenience of reference). Click Block and enter additional
numbers as needed, clicking Block each time until done. Then
choose which message blocked callers will hear.
4. You can Block calls and faxes with no Caller ID, choose Calls and/or
Faxes, then choose which message blocked callers will hear.
5. You can Block calls from Pay Phones, and choose which message
blocked callers will hear.
6. You can also Block all calls, then enter exceptions, phone numbers
or area codes, that will be allowed to go through.
7. Click Save when done.
6. Back at the Screening, Greeting & Hold Music section, click Save to
save all changes made to this section.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Incoming Call Information
5. Play announcement before connecting
causes the system to announce the
extension or call queue name that is
forwarding the call to your phone. This
is helpful for identifying how you should
answer the call, especially if you use the
phone for multiple businesses or personal
use. Choose one of the following options:
You can choose settings in Call Information
so that when you receive a call, either at
your office or forwarded to another of your
phones, you will hear a recorded prompt that
announces the name of the extension the
caller dialed. For example, it may say, “John,
you have a call.” Or “Sales, you have a call.”
This feature helps users who are members of
more than one call queue, or who use phones
that are both business and personal, answer
the call appropriately.
a. For non-Office@Hand Calls only:
Announces the forwarding extension or
call queue only when forwarding a call
to your home or mobile phone, but not
when forwarding to an Office@Hand
desk or other phone.
1. From the Phone System screen,
click Users. Select a user.
b. Always: The forwarding extension or
call queue for all incoming calls will be
announced when forwarded to any of
your phones.
2. Click Call Handling & Forwarding,
scroll down and click Incoming Call
Information.
3. Select Incoming Caller ID to have the
Caller ID displayed for an incoming call. If
you select this, you can also check If
number is blocked or unknown, display
Office@Hand number caller dialed
instead. You can also append or prepend
digits to the number being displayed. And
you can check to have these prepended
or appended digits displayed for all calls,
or only for calls coming in to non-Office@
Hand phones, as when calls are being
forwarded to a home phone.
4. Or you can choose Called Number
to display the phone number the
person dialed. If you use your phone
for personal use as well, it allows you
to identify business calls and answer
them appropriately. The Caller ID option
displays the phone number of the person
calling.
c. Never: All calls will be connected
without an announcement (unless they
are from blocked numbers).
Note: When you select “Never”, Office@
Hand will not be able to tell when your
personal phone picks up a forwarded
call, and business calls may be answered
by your personal voicemail. We
recommend using “For non-Office@
Hand phones only”.
When announcements are played, you are
asked to press 1 to accept the call.
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6. Click Yes under Require my my password to answer as a security
feature so others cannot answer the user’s calls, as when they are
at home or at another location. The user will be prompted to enter
their account password or PIN. if you want your user password
be entered before connecting you to your incoming call. This is a
helpful security feature if you don’t want others to answer your calls,
such as when you are at home or at another location.
8. You can also Group several numbers so they will ring at the same
time when Sequentially is selected, before moving on to the next
number or group of numbers.
9. You can set call handling and separately for After Hours.
7. Click Save.
Call Forwarding
With RingCentral you can set up different call forwarding rules for each
user/extension. You may add up to four forwarding numbers for each
extension, and set calls to ring at these numbers and, if not answered,
ring the next number, or ring all numbers simultaneously.
1. From the Phone System screen, click Users.
2. Choose the user you want to edit.
3. Click Call Handling & Forwarding.
4. Choose User Hours if present.
5. Enter up to four numbers under Forward calls to. For each number,
turn the button under the column labeled Active On to activate (or
Off to deactivate) that phone number, and then select how many
rings for that number before forwarding to the next number.
6. For numbers with extensions, put an asterisk between: [number]
* [extension]. The system will dial the number, pause, then dial the
extension.
7. You can have numbers ring Sequentially (one after another—when
the first number is not answered after the designated number of
rings, the call forwards to the next number on your list), or ring
Simultaneously.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
10.You can click Forward to other user’s phones to add others in your
Office@Hand phone system to your call-forwarding list, where they
can also be reordered , grouped, and turned on or off.
11. Click the Softphones and Smartphones bar and, in the popup
window, click On to have calls ring to your desktop Softphone
and the Office@Hand Mobile App on your smartphone before
forwarding calls to the rest of your call-forwarding settings. Choose
a number of rings before forwarding begins: There are 5-6 seconds
between rings; setting this to 4 or 5 rings will give you time to take
advantage of such Softphone call-answering features as ‘reply with
a message’, ‘screen voicemail’, or ‘ forward the call to a number of
our choice ’.
12.Set Notify administrator’s Softphone to On to have the system
display the call on the Softphone of your system Administrator
before forwarding.
13.When done, click Save, and then Save again.
NOTE: If you have selected Unconditional call forwarding for After
Hours or in an Advanced Rule for a user or extension, all calls received
during After Hours or as part of an Advanced Rule will be forwarded
immediately to the number provided in that setting. This will override
all other settings in Call Handling & Forwarding.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Advanced Call Handling for Users
Advanced Call Handling lets you create specific additional rules for
a user extension based on date and/or time of call, or Caller ID, or the
number called. These rules override all other regular call-handling rules
for that extension.
(Advanced Call Handling for Users functions much the same as
Advanced Call Handling for Call Queues.)
1. To create a Rule for a specific User, go to the Settings > Phone
System screen, click Users, then click a specific User for the rule.
2. Click Call Handling & Forwarding, then click Advanced, which is to
the right of Business Hours/After Hours, if those tabs are present;
otherwise it is on the top line by itself.
3.Click Learn more about advanced call handling, if desired.
4. Click Add Rule.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
5. Give your rule a Name, then select the conditions: Date and/or
Time the call comes in; the Caller ID of the caller; and/or the Called
Number. You can combine these selections.
6. Click Next.
7. If you selected Date and/or Time as your rule condition, now select
a Weekly Schedule, with specific times for each day if you wish. Or
select a Specific Date Range.
8. If you selected Caller ID for this rule, you can enter one or more
phone numbers, or choose names from your Contact List, or enter
area codes or other partial numbers.
9. If you selected Called Number, choose the number(s) to which the
rule will be applied: The choices will be the Main Number, the AutoReceptionist, and the user’s extension.
10.Click Next.
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11. Select the action to take when incoming calls match this rule.
a. Forward Calls: Then set custom Call Screening, Call Forwarding,
or Messages handling for these calls.
b. Take Messages Only to send callers to voicemail. You can choose
to take messages or not, and can customize the voicemail
greeting.
c. Play Announcement Only and then end the call.
d. Unconditional Forwarding, which immediately forwards the call
to a number you then select, bypassing any other call handling,
including greetings, call screening, voicemail, and Softphone.
e. You can also set Screening, Greeting & Hold Music, and other
Call Handling & Forwarding, for this rule, and under Messages
choose a voicemail greeting and select the extension that will
receive messages generated by use of this rule.
13.Click Done.
You can edit, changing details and conditions, turn the rule on and off,
or delete any of these Rules by clicking Advanced from Call Handling,
then clicking on the Rule, and deleting the Rule or making desired
changes on the screens that follow.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Call Park
How to park a call:
1. While on a call, press the Call Park soft key on your desk phone or
punch in # # * 3.
2. The system will announce the parked call’s access code; for
example, *801.
3. Inform the recipient of the parked call’s access code. The call can
be picked up on any device on your RingCentral system by dialing
the access code (in this case, by dialing *801).
After 5 minutes if the call is not answered, it will ring back to the
extension that last parked the call.
RingCentral Office@Hand from AT&T Call Park enables you to place calls
on hold in a virtual location and retrieve them from any desk phone in your
system. Switch phones as needed for freedom of movement and privacy
Simply press the Park soft key on your desk phone to put calls on hold. The
system will announce the location code, which you pass along to the party
who will be retrieving the call.
Soft keys are displayed on most Office@Hand Cisco and Polycom
IP desk phones and conference phones, except the Cisco SPA-508
and Cisco SPA-303. For these devices, as well as for the Office@Hand
Softphone and the Office@Hand Mobile App, you can put the call on
hold with # #, then type *3 to park the call.
Call Park can park up to park up to 50 inbound calls simultaneously. You
can pick up calls from any of your system phones. Call Park is free for
Office@Hand customers.
Call Park is an excellent feature for managing your call activity—for
example, consider a real estate office that has a receptionist, a few call
queues, and 25 employees, many of whom use mobile devices. When
a prospect calls with a question about a property the receptionist can
park the call, find out which agent is available, and give them the park
location—ensuring the caller doesn’t end up in voicemail. The agent
may be out of the road, but they can still get the call since it’s parked in
the cloud.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Intercom *
Most Office@Hand desk phones have Intercom softkeys. To use, just
press the Intercom softkey and dial an extension. The extension phone
beeps to notify the user of an incoming intercom call, and the user’s
speakerphone is automatically activated.
Call routing and forwarding are supported, so if users are on intercom
calls on their desk phones, incoming regular phone calls can forward
automatically another device. Just set your forwarding rules to send
calls to your mobile phone or Softphone if your desk phone is busy.
You and your users can set permissions as to which other users can
Intercom you.
• To set up your own phones for Intercom, go Settings > My Settings
> Phones & Numbers and in the middle panel click Intercom.
• Intercom is disabled by default. Click the bar to select the phone to
be enabled (one Intercom phone per user).
• Under the Intercom panel on the right side of your screen, scroll
through and select users whom you will permit to intrrcom you. Click
Add selected.
• Click Save.
Intercom is a feature available for Office@Hand from AT&T Premium
Users that allows hands-free peer-to-peer conversations between
users on desk phones and Softphone.
With Intercom, you can call another extension in your company and
that phone will automatically answer the call in speakerphone mode.
This feature is useful for announcing parked calls, notifying of visitors,
and engaging in hands-free communications with colleagues.
For phones that do not have an Intercom soft key, use the touch-tone
command *85 to initiate an Intercom session.
The Office@Hand Softphone cannot initiate, but can receive,
Intercom calls.
The Office@Hand Mobile Apps cannot initiate an Intercom call.
received Intercom calls convert into regular inbound calls.
*Available only with selected plans.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
Call Flip
Office@Hand Call Flip lets you transfer live
conversations from one device to another
quickly and easily. Flip a call you are on to
your mobile phone on your way out of the
office. Or flip a mobile call to your home
phone once you’ve finished your commute.
Simply dial two numbers and Flip.
To manage the Flip numbers of any user,
go to the Phone System page (Settings
> Phone System), click on Users and then
a particular User. then click Call Handling
& Forwarding. Towards the bottom of Call
Handling, click the Call Flip bar.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | The Phone System Screen
You will then see a list of numbers/devices
assigned to that user (including desktop IP
phones, cell phones, and Softphone), with
a Flip number beside each. The arrows let
you move a device up or down to change its
assigned number.
existing phone numbers, a list of numbers
on your or your user’s account appears.
(Once you click this option, the numbers
list remains open and the phrase Ring my
existing phone numbers no longer appears.)
To manage your own Flip numbers, go to
Settings > My Settings, click Call Handling &
Forwarding, and the Call Flip bar at the
bottom. You will see a list of your phone
devices with Flip numbers assigned. Again,
click the arrows if you want to change the
order and the number assigned to each
device.
• Type in additional phone numbers you
want to use in spaces provided for Mobile,
Home, and Other, and click them On.
To add numbers to a Call Flip list
• Turn On devices you want to use
• Click the phrase > Forward to other
user’s phones and check the numbers of
colleagues you wish to add to this list.
• Then check the box next to each device
you want to appear on the Call Flip list.
Click Save.
Use Ring my existing phone numbers,
which for your Users you will find at Settings
> Phone System, click Users, then choose a
particular User, and then Call Handling. For
yourself you will find the link on your account
at Settings > My Settings > Call Handling.
In either case, when you click Ring my
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Now go back to the Call Handling panel and click Call Flip (at the bottom of the Call Handling panel). You will see the phones you selected added to
the Call Flip list; you can change the order (and the assigned Flip numbers) to suit. (If you don’t see the numbers you added, go back to the previous
step and remember to Save before moving on to Call Flip.)
To use Call Flip
When you are on a phone call on your Office@Hand desk phone, press the asterisk key (*) and a number corresponding to the device to which it is assigned,
and the call is transferred immediately to that device. For example, if you have the number 2 assigned to your home phone, clicking *2 while you are on a call
will instantly transfer the call to your home phone. Call Flip makes it easy and convenient to flip calls from device to device as you move about.
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Changing the Default Area Code
If some of your users are located is in one geographic area code, but
make most of their calls to numbers in another area code, you can
change their “default area code” so that, as a convenience, when they
make calls to that area, they can leave off the 1+Area Code prefix and
just dial the number directly, as if it was local to them.
1. Go to Settings > Phone System and click Phones.
2. Scroll down and select the Phone for which you want to change the
default area code.
On behalf of your organization, you agree to notify all users associated
with your account of their obligation to comply with all applicable state
and federal laws and regulations.
You and each user associated with your account understand and
agree that each of you are solely liable for compliance of such laws and
regulations, and under no circumstances shall RingCentral or AT&T be
responsible or held liable for such compliance.
On-Demand Call Recording
3. In Phone Details, enter a new area code in the Default Area Code
box.
Once set up, your users can activate call recording while taking a call on
a RingCentral phone number at the office via an IP phone or anywhere
using a cell phone.
4. Click Save.
Follow these instructions to enable Call Recording.
When they dial without an area code, the system will now use this area
code prefix by default.
1. Go to Settings > Phone System > Auto-Receptionist and click the
Call Recording bar.
As an added benefit, outbound calls appear to recipients to be coming
from the chosen area code--which can be convenient for a business
wishing to establish a local presence.
Call Recording – Important Legal Requirement
Call Recording is a simple but useful feature that makes it easy for
Office@Hand users to record calls they make or receive.
Certain state and federal call recording laws apply to the use of this call
recording feature by you and all users associated with your account.
In some states, you and each user associated with your account is
required to obtain consent from all parties to record a phone call.
By using the Office@Hand call recording feature, you and each user
associated with your account are required and must agree to maintain
compliance with all applicable state and federal laws and regulations.
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2. Select On-demand Call Recording and
Enabled.
3. Click Announcement on Start and record
an announcement that the caller will hear
when recording starts, and then click
Announcement on Stop to record an
announcement the caller will hear when
recording ends. In each case, select a
Default or create a Custom
announcement for each.
4. If you choose Custom, you may Record
Over the Phone or Import a pre-recorded
greeting (maximum duration 5 minutes)
from your computer. When finished, click
Save.
5. Back at the Call Recording screen, click
Save.
Now users can start and end call recording
from any Office@Hand phone by pressing
the *9 (star key and nine). The Start
announcement will play when recording
begins, and the Stop announcement when *9
is pressed again to stop the recording.
Users can find the call recordings by clicking
Messages in the menu bar, then Recordings.
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Automatic Call Recording
Automatic Call Recording enables Administrators to record and review
all calls to and from selected extensions and call queues.
Automatic Call Recording is available to Administrators of the
Office@Hand Premium User Plan.
To enable Automatic Call Recording, go to Settings > Phone System >
Auto-Receptionist. Click the Call Recording bar in the middle panel.
On the right panel click Automatic Call Recording.
Click the Enabled button.
Review the call-recording waiver pop-up that warns of U.S. federal
and state laws requiring consent to record calls.
Check the Call Recording Announcement that automatically plays to
incoming callers letting them know the call is being recorded, before
connecting them. This message can be customized. Note that the
warning message does not play for outgoing calls; the user making
the outgoing call must announce when the call is answered that it is
being recorded.
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Next, click the Users & Groups to Record bar and check Incoming and/
or Outgoing for each user and group you wish to record (Groups are
listed at the bottom.)
Users and call queue managers receive email alerts that their
incoming/outgoing calls are being recorded; when you deselect a user
or call queue, they will receive another email that their incoming or
outgoing calls are no longer being recorded.
Once a user or call queue extension has been activated by the
Administrator, Automatic Call Recording will record all of that
extension’s incoming and/or outgoing calls. Recordings are saved
in the Administrator’s call logs, where they can be played back
individually, or downloaded as a group as MP3 files.
Recordings are saved in the cloud for 30 days. Download recordings to
retain them for a longer period.
Users and call queue managers can also review and download their
own recorded calls.
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Notifications
You can set your Office@Hand account to notify users with email
alerts or text messages when they have missed a call or fax, received a
voicemail message or fax, or whether a fax was sent successfully.
1. From Settings > Phone System, click Users.
2. Select a user from the list in the center panel.
3. In the right panel, click Messages & Notifications.
5. Under Notify me of, choose the actions for which the user wishes to
receive notifications.
6. Under Send notificaton via, click On if you’d like the user to receive
email notifications and/or text messages. You can change the email
address.
7. When finished, click Save.
4. Then click Notifications.
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1
Advanced Notification Options
Tap Advanced Notifications, which offers additional options for each type of
notification
(faxes, voicemail, missed calls, etc.).
• You can specify a different email address and text address to receive each
type
of notification.
• You can mark messages and faxes in your Web Inbox as ‘read’ after they are
sent as notification attachments.
4
2
3A
• You can send voicemail and fax notifications with or without the voicemail or fax
attached.
• At the bottom of this screen, toggle between Switch to Basic Notification
Settings and Advanced Notification Options for more or fewer detailed
options.
Paging
Paging is a commonly required function in many locations such as warehouse
shipping centers, retail stores, schools, and hospitals, among others.
3
5
RingCentral Paging supports broadcasting through multiple desk phones
(groups) and through overhead paging devices.
You can page using a special phone with a paging soft-key, or by dialing *84
from your digital desk phone or from your VoIP calling-enabled mobile phone.
In each case you need to set up the paging Group number prior to the page.
5A
6
Add a Paging Only Group
1. From the Settings tab, select Phone System.
2. Click Groups.
3. Click Add Group.
4. Select the Paging Only radio button, and click Next.
5. Enter the Add Paging Group info, and click Save.
6. On the Confirmation pop-up, click Save.
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Paging Settings
After the paging group is set up, select the devices to receive pages
from the list of paging devices and user phones capable of doing so.
4
4A
1. From the Settings tab, select Phone System.
2. Click Groups.
6
2
3. Click Warehouse (example).
4. Click Paging and click Devices to receive page.
3
5. Select the User Phones and click Save.
6. Click Paging and click Users allowed to page this group.
7. From the available users, select those who are allowed to page this
group and click Save.
7
5
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Adding User Phones and Numbers
In Settings > Phone System > Users click a particular User, then click Phones and Numbers.
Direct Numbers lists the phone numbers assigned to this user. Clicking the number displays a
panel where you can determine the Number Type (Voice and Fax, Voice Only, Fax Only). You can
choose whether calls to this number will be connected to the Auto-Receptionist for call-handling
processing, or connected to an Extension, such as a call queue extension or a user extension.
1. Add Direct Number. You can assign a Direct Number for a user, choosing a local, toll-free or
vanity number. Follow the process described under Adding a Company Number. You will see
an Order Confirmation dialog with extra charges for the new lines.
2. Add Phone lets you add a desktop IP phone to this user.
NOTE: Desktop phones are available for Premium users only. You will be offered the
opportunity to upgrade Virtual Users to Premium. An Order Confirmation dialog will show
the charges.
3. Presence lets you set the Presence feature for this user.
Tap Intercom to manage the Intercom settings for this user’s phones, select an Intercomcompatible phone, and upgrade a Virtual user to Premium so they can take advantage of the
Intercom feature.
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Setting and Managing Presence
Presence is a feature of select RingCentral Office@Hand desktop IP phones that lets you see whether
another user is on the phone – whether the user’s desktop IP phone, Softphone, or smartphone. In an office
environment, it is handy to know whether someone is on the line or on hold before forwarding a call to them,
for example – or walking across the office to see them.
The Presence status of another user is displayed as labeled lights on your presence-capable desktop
IP phone. For those who need to monitor Presence for many devices, add-on hardware (“sidecars”) are
available that add more monitoring lights to their desktop IP phone.
Administrators and users can select specific users they wish to monitor for Presence on Presence-enabled
desktop IP phones; and each user can give or withhold permission to be monitored. Administrators can also
set up phones for users, from the Office@Hand web site or from the Admin’s mobile app.
(The mobile apps can manage Presence as described in this section; but the mobile apps themselves are not
Presence-enabled and so cannot display the Presence status of others.)
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Users (and Administrators) can click
Permissions in the Presence panel of their
account and choose whether to allow others
to see their Presence status – that is, whether
their numbers/extensions are busy. They
can also choose to allow specific users to
answer their calls for them. In the Presence
panel, click Permissions and click On to
allow others to see the Presence of that
user, then check the users who will be able
to answer this user’s phone calls for them.
(This is especially useful for administrative
assistants.) Note that Presence detects calls
to numbers/extensions. No matter which
actual device the call is sent to, the system
detects that the number/extension is ringing,
active, or on hold
Adding Desktop IP Phones
As an Administrator, you can view of all the
phones associated with your Office@Hand
account. Administrators can add or delete
Desktop IP phones or IP conference phones,
and assign phones to users/extensions.
NOTE: Desktop IP phones are available for
Premium Users. You can upgrade Virtual
Users to Premium Users so they can use
such deskphones. Only Administrators can
add Desktop IP phones.
NOTE: Desktop IP Phones cannot be added
from the mobile app. Administrators and
Premium Users must log into their online
account to add phones. However, they can
use a Web browser on their mobile device
to log into their online account and manage
desktop IP phones.)
1. From the Phone System screen, click
Phones & Devices.
2. On the User Phones screen, click Add
Device.
3. Select the User Phone or Paging Device
that you would like to add. Click the name
of the phone to see a description of its
features. Scroll down to see more phones.
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4. Register your E911 location (the physical
address to be used in the event of a 911
emergency call). (E911 information is
required by law; your service will not be
activated until this information is provided.)
5. Click the acknowledgement checkbox at
the bottom of the form.
6. Click I accept.
7. You will be given the opportunity to add
more phones, or to proceed to checkout.
8. At Checkout, select your shipping option
and Shipping Address and click Next
9. Confirm your order by checking the
acknowledgement box.
10.Click Next.
11. You may now print your Order
Confirmation Receipt. Click Done.
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1
Directory Listing/411
Office@Hand gives you free, published entries of your business details in
National Local Directory Assistance/411. Your primary contact information,
including company name, address, main number, and main fax number,
will be available to everyone who calls 411 or at searches on 411.com and
requests local information for your type of business. This free advertising
feature lets you reach a larger audience and establish a strong local
presence.
2
From your Office@Hand account administrator page, under click the
Tools dropdown and click Directory Asisstance. (You may also click
411 icons on various pages on the site.)
3
On the Directory Listing Details page, review your company
information. Your company details will be filled in automatically from
the information on your Company Numbers and Info page. You can
update the info on either page and it will automatically update on the
other.
Press Next and double-check your information on the Review Listing
Details page. You will be alerted if there are problems, discrepencies, or
missing information, so you can make corrections.
Review the End User License and Terms of Agreement details
available at the link.
When you are ready to submit, agree to the terms of service by
checking the box, then press the Publish button.
Your entry will be posted in 24-72 hours.
You can cancel at any time by returning to the 411 Directory Assistance
page and pressing the Remove button. If you’re going to be unable to
receive communications for a short period of time, you can also remove
the posting and republish it when you’ll be available.
4
5
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RingMe Click-to-Call
RingMe generates code you can embed in a Web page to display a
“RingMe” button. Visitors can click this button to call your Office@Hand
phone, thus making it easy for potential customers to contact your
business by phone.
The RingMe code can also be placed in email signatures, online ads, or
any online document. Your Office@Hand call logs will identify RingMe
as the call source, for convenience in managing and evaluating your
RingMe placements.
Find the RingMe feature under Tools on the right side of the Web site
toolbar.
On the RingMe Options page, select where the call is to be routed – the
Auto-Receptionist, or an extension.
Next, click Select a button style and, on the pop-up window, choose to
create a Text Hyperlink, or choose one of the 30 RingMe large or small
buttons to be displayed. You can also select a background color (in
shades of gray) for the button. Click Save.
Check Use SSL mode to use this security feature, which encrypts the
information sent over the Internet when the button is clicked by a
customer.
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Check Require caller to enter security image confirmation code to
generate a security box that requires the user to type in a code displayed
in an image; this will reduce spam calls generated by robot programs.
Preview and test by clicking the RingMe words or button. The popup is
what your customers will see when they click the RingMe text or button:
It asks for the customer’s phone number, how long to wait before
calling, a Code from Image data-entry box if you checked the securityimage option, and a green Call button.
In order to generate a call that is free to the customer, the Office@Hand
system first calls the customer and, when the customer answers, then
calls the Office@Hand number or extension. Since Office@Hand is
calling the customer, the customer incurs no charge.
Close the test window.
Under the label <HTML> you will find the code that has been generated
based on your choices. By default, the code uses JavaScript; you can
optionally choose to have it generated without JavaScript, or to use a
URL hyperlink, in case the site in which you are placing the code has
technical issues with the other choices.
Now highlight and copy the generated code. Embed this code in the
source to your chosen Web site page, or place it in your email signature
block, or put it in any digital document.
Inbound calls received from RingMe will follow call-handling rules for
that extension. Call logs for that extension will show the URL of the
page hosting the RingMe link.
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Deleting Extensions/Assigning and Reassigning
Desktop IP Phones
When an employee leaves, you can delete their extension. Any
desktop phones assigned to them go into the Unassigned Phones list,
from which they may be reassigned to users/extensions.
From Settings > Phone System > Users select the departing user.
Under User Info, select Delete Extension.
A pop-up will warn that deleting the extension will also delete any
messages, greetings, rules, and recorded calls and these cannot
be recovered.
If the user has a desktop IP phone assigned to that extension, you will
see a pop-up asking if you wish to keep the extension(s). If you do, the
phone(s) will go to the list of unassigned phones.
To reassign a desktop IP phone to a different user/extension, go to
Settings > Phone System and click Phones.
To reassign a phone to a different user, choose the phone, then click
the dropdown menu under Assigned To: and select another user/
extension. Click Save.
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To Assign an Unassigned Phone, scroll down in the center Phones
panel to the section that lists Unassigned Phones. Choose a phone,
and in the right-hand panel, click Setup and Assign.
Details of the phone you selected and its plan are displayed. Click Next.
In the Name New Phone pop-up window, assign the phone to a user/
extension. You can optionally give the phone a nickname or
designation for ease of reference. Click Next.
Fill in the required E911 form with a valid street address, check the box
to accept its terms, and click Save.
This phone will now appear in the phones list of the user/extension
selected.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Softphone
The RingCentral Office@Hand from AT&T Softphone
The Office@Hand Softphone is a custom call-controller application for
Downloading the Office@Hand Softphone
desktop or laptop computers that gives access to all the Office@
Hand phone features. Users can make and answer calls through the
Softphone and the computer’s microphone and speakers or headset
They can send and receive faxes, access their contact list, listen to
voicemail, screen calls and voicemail while it is being left, transfer calls,
speed dial numbers, and manage some settings:
1. Log into your Office@Hand account at
http://service-officeathand.att.com
Office@Hand Softphone supports Windows XP, Windows Vista, &
Windows 7, and also Mac OS 10.5X Leopard or newer on the Macintosh.
2. Click Tools in the menu bar, and select Softphone.
3. On the left, under Download, click Download for PC or Download
for the Mac. The system may recognize your computer type and
offer you the appropriate version automatically.)
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4. Doubleclick the downloaded program
and install.
5. When you have completed the installation, fill out your credentials in
the authentic dialog box and click OK.
6. Open the Softphone to explore and use its features.
You can also find the Softphone download under Settings > My
Settings > Phones & Numbers. Click the Download/Activate Apps
button.
This displays a window that offers several choices, including
downloading the mobile apps for smartphone. Click Download New
Softphone, choose your type of computer if asked, and install.
To Activate the Softphone
Then return to this menu and click Activate Existing Softphone. You
are asked to Select SmartPhone to Activate – since you can only
install one Softphone at a time, there will only be one choice, usually in
the form of a code corresponding to your computer’s internal name.
Select this, then fill out the E911 Registered Location information form
that appears. (E911 registration is legally required; your service will not
be activated until this information is provided.) When you finish, the
Confirmation message will tell you to restart the Softphone. It will now
be activated and you will be able to receive and place voice calls.
NOTE: Outbound calling from the Softphone is a feature available only
to Premium users. Virtual users can receive incoming calls but not
make outgoing calls using the Softphone.
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Using the Softphone
The Softphone main screen has a dial pad for
making phone calls, and, across the top,
icons for its main features, which are:
Messages – clicking this displays your Inbox,
Sent Messages, Recent Calls, etc. You can
also display selected messages on the
Softphone screen itself by clicking the word
Messages just below the icon.
The phone icon with the checkmark displays
a pop-up with your recent messages.
Clicking the phone icon with the square
block of lines opens a window showing your
online call log.
Clicking the icon that looks like a piece of
paper with a curled edge opens the dialog for
creating and sending a fax.
The rightmost icon, a boxed list, opens your
online account in a browser window.
There are also icons about limited
Emergency 911 service, turning Do Not
Disturb (DND) on or off, and a quick link to
showing all messages, and the Overview list.
Clicking the Menu button at the top left of
the Softphone brings up a menu of additional
functions you can perform with your Softphone.
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Softphone Quick Start Guide
3
1. Overview
3. Options
2
Disables incoming call
and message notifications
on the Softphone. When
enabled, received calls
will be logged to the
Recent Calls list.
1
4
5
5. Do Not Disturb
6
6. Messages/Recent Calls
Shows all voice
and fax messages.
2. Navigation
Shortcuts
8
• Messages
• Recent calls
• Contacts (PC)
Online Call Log (Mac)
• Fax
• Online Account
7
4. Emergency Service
Information
E911 (US & Canada)
Shows all
recent calls.
7. Open/Close Keypad
8. Status
Waiting for call appears
when the softphone is
properly connected.
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Tips for Best Softphone Voice Quality
Use a Headset with Microphone
Instead of your PC speakers and external microphone, use a
headset with microphone. Recommended models: Plantronics
310 and 340, Cyber Acoustic AC 850, and A4 Tech HS 5P.
High Speed DSL, Cable, or Fiber Connection with an Upload
Speed of 90kbps or Greater
We provision the Office@Hand DigitalLine® service at the High/
Automatic bandwidth setting for better sound quality. If your
broadband connection speed is less than 90kbps (and you experience
choppy voice quality), you should adjust the bandwidth usage to Low
by logging into http://support-officeathand.att.com and clicking on
Settings, Phones & Numbers, and then clicking the name associated
with the Softphone. Test your PC’s speed at http://officeathand.att.
com/support/qos-information.html
Run the Audio Tuning Wizard*
Ensure your speakers and microphone are working properly with the
Audio Tuning Wizard. Click Menu > Options > Audio and press the
Audio Tuning Wizard button to start.
*Not available for Mac users
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Troubleshooting
If the Softphone is properly connected you will see Waiting for call
(#8 on the Softphone image). If you are having trouble getting
the Softphone to notify you of incoming calls, here is some
troubleshooting advice.
Is the Softphone Installed and Up-to-Date?
Windows Instructions
Click Start > select Control Panel.
Click Program, then Programs and Phones.
Check to see if Office@Hand from AT&T is on the list of installed
programs.
Softphone Instructions
You can check your current version by clicking Menu > scroll to Help >
About. The build version will be listed.
If RingCentral Office@Hand from AT&T is not installed or if you are
unsure if you have the latest version, you will need to download and
install the Softphone. The latest version of the softphone is available in
your online account > click on Tools > Softphone.
Mac Instructions
In Finder mode, click Command key and F to search for RingCentral
in your applications folder. If the app is installed, it will be listed in
the finder.
Softphone Instructions
You can check your current version by clicking Menu > scroll to Help >
About. The build version will be listed.
If RingCentral Office@Hand from AT&T is not installed or if you are
unsure if you have the latest version, you will need to download and
install the Softphone. The latest version of the softphone is available
in your online account > click on Tools > Softphone.
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Do You Have a Firewall or Proxy Server?
Are You Connected to the Internet?
If you have a firewall or proxy server, your Softphone may experience
difficulties when trying to connect.
Make sure that you are connected to the Internet. In order for
Softphone to notify you of incoming calls, the software must detect
an Internet connection.
Step 1
• On your Softphone, go to Menu > Options
Do You Have Do Not Disturb (DND) Turned On?
• Expand the Account Information tab on the left. Click on
Connection.
Do Not Disturb will bypass all features—FindMe, FollowMe, and the
Softphone software.
• Verify that the Local Port value is 5060. If any other VoIP software
uses this port value, change the Local Port value to another number
between 5060-5090.
For more information go to: US officeathand.att.com,
Customer Support support-officeathand.att.com
Step 2
• You will need to configure your router, firewall or proxy server to
allow the port number you selected in Step 1 above.
• Refer to your device’s user manual for instructions on how to
configure your device.
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RingCentral Office@Hand from AT&T | Start-up Guide for Administrators | Office@Hand App for SalesForce.com
Office@Hand App for SalesForce.com
The Office@Hand App for Salesforce.com is available to the Office@
Hand Premium User Plan subscribers who are also subscribers to
Salesforce.com.
The RingCentral Office@Hand App for Salesforce.com provides
seamless integration between Salesforce.com and your Office@Hand
services to enable improved customer retention, agent productivity,
and advanced business processes.
The app runs in your Salesforce account, and uses your Office@Hand
Softphone for dialing and call handling. You can call contacts from
within Salesforce by simply clicking on their phone number.
For incoming calls, the app automatically brings up the matching
contact record. You can log notes during or after the call, and work
multiple interactions on separate tabs.
Detailed reporting on calls is also available within Salesforce.
The Office@Hand Softphone must be installed and running on the
user desktop.
Your Salesforce System Administrator will need to set up the Salesforce
instance before it can communicate with the App. Detailed instructions
for the System Administrator can be found in the Office@Hand App for
Salesforce.com Administrator Guide.
To Download and Install the Office@Hand App for Salesforce.com
1. Download the RingCentral Office@Hand App for Salesforce from
Tools menu of Office@Hand account online, or from Salesforce
AppExchange.
2. The App installation process will restart the Office@Hand
Softphone.
3. If the Office@Hand Softphone does not restart automatically, exit
the Softphone manually and restart it for the configurations to take
effect.
4. Login to Salesforce.com through your browser and notice the
Office@Hand App for Salesforce login form in the left navigation
sidebar (Figure 1).
5. NOTE: If the left navigation sidebar is hidden, you may need to pull
it out.
6. If you see a Connect CTI Adaptor button, refresh the page.
See the Office@Hand App for Salesforce.com User Guide for detailed
information on using the App.
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The RingCentral Office@Hand from AT&T Smartphone Mobile App
Using the Office@Hand mobile app, the Administrator can configure
and manage almost the entire Office@Hand phone system settings
from a smartphone, performing virtually all the same functions
available to you through the Web browser interface.
Download the RingCentral Office@Hand from AT&T
Smartphone Mobile App
To download the Office@Hand App for your select smartphone, visit
the appropriate app store, search for and Office@Hand.
Once installed, log in using your Office@Hand number and password.
For instructions on use of these mobile apps, see the Mobile App
Guide for Office@Hand from AT&T.
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The Office@Hand Support Home Page
The Office@Hand Support Home page at
http://support-officeathand.att.com/
has support on the most popular topics, the
Knowledge Base, tutorial videos, additional
user guides, and Support department contact
information.
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Appendix
Bulk Purchase of Users
and Phones
Repeat this process to add users in a different
area code, or to add users with a different
phone model: Enter the number of users, for
users with phones select the state and area
code or city and select a telephone model.
Click Add Users.
Office@Hand streamlines large-customer
on-boarding with bulk purchase, upload, and
activation for up to 1000 users at a time.
Let’s say a customer is doing a major expansion
of sales offices in multiple cities and wants to
add hundreds of users and purchase hundreds
of phones for them.
As you build your order, Your Selection shows
the details at the bottom of the screen.
Repeat this process until all the users, with or
without phones, in various area codes, and
assigned various phones, have been ordered.
The customer Administrator begins by logging
into their Office@Hand Web account.
Bulk-Purchase of Users
and Phones
Go to Settings > Phone System. Tap Users,
then tap Add Users.
The Account Status at the top of the panel
shows your current Plan.
Click the button Add Users with Phones or Add
Users Without Phones.
Enter the number of users who will be in one
specific area code and assigned one specific
phone model. (You will repeat this process
for each area code group and each phonemodel group.)
Review the order in the Your Selection list
for accuracy.
Click Select State/Province and then the
Area Code or City for the phone numbers for
these users. (This is optional for users without
phones, since they will be assigned extensions
from the company number.)
Your Selection also shows the running total of
Recurring or monthly charges for users and
one-time charges for phone devices.
If you are Adding Users with Phones, click
Select Phone. Review the phone devices listed,
scrolling down to see all devices. Click Select
next to the phone type to be purchased for
these users.
(If the city or area code you selected for a group
of users doesn’t have enough phone numbers
available for this order, you will get a pop-up
error message at this point. Click Edit to select
another city or area code. Or contact your sales
representative if you’re having trouble.)
Click Add Users to add these to the Your
Selection list at the bottom of the page,
which shows your order.
When ready, click Next.
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Now you will be at the shipping info page.
Check and update the account information
displayed, including the shipping address if
you ordered phones, and choose a shipping
method. For Ground delivery, please allow five
to seven days.
NOTE: Each order can be delivered to only
one address. To deliver phones to several
addresses, enter as separate orders.
Review your order, click the Acknowledgement
checkbox at the bottom, and click Next.
A customer who wishes to activate a large
number of purchased users at once will contact
their Sales Agent for assistance.
Rather than entering users information one
user at a time, the Sales Agent will use a
template file to upload and activate up to a
thousand users at a time.
The Sales Agent accesses the customer
account through the sales administrative
screen, and can review the account with
the customer.
An email confirmation of your order will be sent
to the email address for your account.
The agent’s template file will contain all
the* Unassigned User phone numbers and
extensions* currently in the customer account.
Bulk Upload/Activation of Users
The customer must generate the data
on the users to assign to each number or
extension: user name and email address, and
for users who will be assigned direct lines,
E911 emergency location information such as
street address. The Sales Agent can assist the
customer in providing the right data.
The customer can send this data to the Sales
Agent to be transferred into the Template
and make necessary edits. Or the Sales Agent
can email the Template to the customer to be
filled out and returned. The template contains
instructions for proper use.
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The Sales Agent checks the finished Template to ensure that the
customer’s users are assigned to the area codes and Direct Lines or
Extensions desired by the customer. The Sales Agent will also ensure that
users with direct lines provide the required E911 address information.
Once the template is completed and checked by the Sales Agent, it is now
uploaded into the system for processing.
The system generates a preview, with problem areas highlighted on the
screen in red, and an Errors column spelling out the problem with any field
that needs to be corrected.
Common errors include missing required information; bad email
addresses (usually typos); using a postbox address where a street address
is required; and duplicate extensions.
The customer or the Agent downloads the file, corrects the problems, and
re-uploads the file. (Don’t edit out the Errors columns; that will be handled
automatically.)
Once the template has been processed and checked, and found to be
correct, the Activation process begins.
The Sales Agent will enter one or more email addresses that will be
notified when the processing is done.
The users will receive Activation emails. When they follow the process
described in their emails, their accounts will be Activated.
The Admin will be able to see, on the Phone Systems page, green lights
next to the names of users who have activated their accounts and phones.
The Admin can now log into their account and manage settings and
permissions for the new users and the new phones.
© 2014 AT&T Intellectual Property. All Rights Reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Ringcentral and Ringcentral logo are trademarks of Ringcentral, Inc.
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