HV.SELECT User Features
2017 - 1
HV.SELECT User Features
Features Guide
July 2016
HV.Select User Features
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HV.Select User Features
Contents
Confidentiality ............................................................ Error! Bookmark not defined.
Version Control .......................................................... Error! Bookmark not defined.
Contents ................................................................................................................. 3
Introduction .......................................................................................................... 10
Overview ..........................................................................................................................10
Audience ..........................................................................................................................10
Functional User License Features...................................................................... 11
Additional Line ..................................................................................................................13
Description ....................................................................................................................13
Function ........................................................................................................................13
Configuration/Operation ................................................................................................13
Authentication...................................................................................................................16
Description ....................................................................................................................16
Automatic Hold/Retrieve ...................................................................................................17
Description ....................................................................................................................17
Function ........................................................................................................................17
Configuration/Operation ................................................................................................17
Basic Call Logs .................................................................................................................19
Description ....................................................................................................................19
Function ........................................................................................................................19
Configuration/Operation ................................................................................................19
Call Forward Always .........................................................................................................21
Description ....................................................................................................................21
Function ........................................................................................................................21
Configuration/Operation ................................................................................................21
Limiting Conditions ........................................................................................................23
Call Forward Busy ............................................................................................................24
Description ....................................................................................................................24
Function ........................................................................................................................24
Configuration/Operation ................................................................................................24
Call Forward No Answer ...................................................................................................26
Description ....................................................................................................................26
Function ........................................................................................................................26
Configuration/Operation ................................................................................................26
Call Forward Not Reachable .............................................................................................28
Description ....................................................................................................................28
Function ........................................................................................................................28
Configuration/Operation ................................................................................................28
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HV.Select User Features
Call Hold ...........................................................................................................................29
Description ....................................................................................................................29
Function ........................................................................................................................29
Configuration/Operation ................................................................................................29
Call Park ...........................................................................................................................31
Description ....................................................................................................................31
Function ........................................................................................................................31
Configuration/Operation ................................................................................................31
Call Pickup Groups ...........................................................................................................32
Description ....................................................................................................................32
Function ........................................................................................................................32
Configuration/Operation ................................................................................................32
Call Return .......................................................................................................................33
Description ....................................................................................................................33
Function ........................................................................................................................33
Configuration/Operation ................................................................................................33
Limiting Conditions ........................................................................................................33
Call Transfer .....................................................................................................................34
Description ....................................................................................................................34
Function ........................................................................................................................34
Configuration/Function ..................................................................................................34
Call Waiting ......................................................................................................................35
Description ....................................................................................................................35
Function ........................................................................................................................35
Configuration/Operation ................................................................................................35
Calling Line ID Blocking ....................................................................................................38
Description ....................................................................................................................38
Function ........................................................................................................................38
Configuration/Function ..................................................................................................38
Limiting Conditions ........................................................................................................39
Calling Line ID Delivery – External Calling Line ID Delivery ..............................................41
Description ....................................................................................................................41
Function ........................................................................................................................41
Configuration/Function ..................................................................................................41
Calling Line ID Delivery – Internal Calling Line ID Delivery ...............................................43
Description ....................................................................................................................43
Function ........................................................................................................................43
Configuration/Function ..................................................................................................43
Client Call Control.............................................................................................................45
Description ....................................................................................................................45
Last Number Redial ..........................................................................................................46
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HV.Select User Features
Description ....................................................................................................................46
Function ........................................................................................................................46
Configuration/Operation ................................................................................................46
Personal Contacts ............................................................................................................47
Description ....................................................................................................................47
Function ........................................................................................................................47
Configuration/Operation ................................................................................................47
Limiting Conditions ........................................................................................................49
Phone Services ................................................................................................................50
Description ....................................................................................................................50
Function ........................................................................................................................50
Configuration/Operation ................................................................................................50
Three Way Calling ............................................................................................................53
Description ....................................................................................................................53
Function ........................................................................................................................53
Configuration/Operation ................................................................................................53
User Intercept ...................................................................................................................54
Description ....................................................................................................................54
Function ........................................................................................................................54
Configuration/Operation ................................................................................................54
Video Calling ....................................................................................................................56
Description ....................................................................................................................56
Function ........................................................................................................................56
Configuration/Operation ................................................................................................56
Add-Ons – Functional User ................................................................................. 57
Go Integrator – CRM Connect ..........................................................................................59
Description ....................................................................................................................59
Function ........................................................................................................................59
Configuration/Operation ................................................................................................59
Office UC Desktop inc Skype for Business Plug-in ...........................................................60
Description ....................................................................................................................60
Function ........................................................................................................................60
Configuration/Operation ................................................................................................60
Reception Console – Small Business & Enterprise ...........................................................62
Description ....................................................................................................................62
Function ........................................................................................................................62
Configuration/Operation ................................................................................................63
Voice Recording User .......................................................................................................64
Description ....................................................................................................................64
Function ........................................................................................................................64
Configuration/Operation ................................................................................................64
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HV.Select User Features
Fixed User License Features .............................................................................. 65
Alternate Numbers............................................................................................................67
Description ....................................................................................................................67
Function ........................................................................................................................67
Configuration/Operation ................................................................................................67
Answer Confirmation ........................................................................................................70
Description ....................................................................................................................70
Function ........................................................................................................................70
Configuration/Operation ................................................................................................70
Anonymous Call Rejection ................................................................................................77
Description ....................................................................................................................77
Function ........................................................................................................................77
Configuration/Operation ................................................................................................77
Automatic Callback ...........................................................................................................78
Description ....................................................................................................................79
Function ........................................................................................................................79
Configuration/Operation ................................................................................................79
Limiting Conditions ........................................................................................................81
Call Barge-in Exempt ........................................................................................................82
Description ....................................................................................................................82
Function ........................................................................................................................82
Configuration/Operation ................................................................................................82
Call Director......................................................................................................................83
Description ....................................................................................................................83
Function ........................................................................................................................83
Configuration/Operation ................................................................................................85
Feature Interaction ........................................................................................................91
Call Forwarding Selective .................................................................................................94
Description ....................................................................................................................94
Function ........................................................................................................................94
Configuration/Operation ................................................................................................94
Call Notify .........................................................................................................................99
Description ....................................................................................................................99
Function ...................................................................................................................... 100
Configuration/Operation .............................................................................................. 100
Comm Pilot Express ....................................................................................................... 105
Description .................................................................................................................. 105
Function ...................................................................................................................... 105
Configuration/Operation .............................................................................................. 105
Directed Call Pickup with Barge In .................................................................................. 107
Description .................................................................................................................. 107
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HV.Select User Features
Function ...................................................................................................................... 107
Configuration/Operation .............................................................................................. 107
Distinctive & Priority Ringing ........................................................................................... 110
Description .................................................................................................................. 110
Function ...................................................................................................................... 110
Configuration/Operation .............................................................................................. 110
Do Not Disturb ................................................................................................................ 114
Description .................................................................................................................. 114
Function ...................................................................................................................... 114
Configuration/Operation .............................................................................................. 114
Hot Desking Host............................................................................................................ 117
Description .................................................................................................................. 117
Function ...................................................................................................................... 117
Configuration/Operation .............................................................................................. 117
Push to Talk ................................................................................................................... 119
Description .................................................................................................................. 119
Function ...................................................................................................................... 119
Configuration/Operation .............................................................................................. 119
Remote Office ................................................................................................................ 121
Description .................................................................................................................. 121
Function ...................................................................................................................... 121
Configuration/Operation .............................................................................................. 121
Selective Call Appearance .............................................................................................. 124
Description .................................................................................................................. 124
Function ...................................................................................................................... 124
Configuration/Operation .............................................................................................. 124
Selective Call Rejection .................................................................................................. 128
Description .................................................................................................................. 128
Function ...................................................................................................................... 128
Configuration/Operation .............................................................................................. 128
Sequential Ring .............................................................................................................. 131
Description .................................................................................................................. 131
Function ...................................................................................................................... 131
Configuration/Operation .............................................................................................. 131
Simultaneous Ring ......................................................................................................... 135
Description .................................................................................................................. 135
Function ...................................................................................................................... 135
Configuration/Operation .............................................................................................. 135
Shared Call Appearance 5.............................................................................................. 140
Description .................................................................................................................. 140
Function ...................................................................................................................... 140
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HV.Select User Features
Configuration/Operation .............................................................................................. 140
Adding a Device .......................................................................................................... 141
Speed Dial 8 ................................................................................................................... 146
Description .................................................................................................................. 146
Function ...................................................................................................................... 146
Configuration/Operation .............................................................................................. 146
Speed Dial 100 ............................................................................................................... 148
Description .................................................................................................................. 148
Function ...................................................................................................................... 148
Configuration/Operation .............................................................................................. 148
Toolbar ........................................................................................................................... 151
Description .................................................................................................................. 151
Function ...................................................................................................................... 151
Configuration/Operation .............................................................................................. 151
Voice Mail ....................................................................................................................... 152
Description .................................................................................................................. 152
Function ...................................................................................................................... 152
Configuration/Operation .............................................................................................. 154
Voice Portal .................................................................................................................... 157
Description .................................................................................................................. 157
Function ...................................................................................................................... 157
Configuration/Operation .............................................................................................. 158
Add-Ons – Fixed User ....................................................................................... 163
Busy Lamp Field ............................................................................................................. 165
Description .................................................................................................................. 165
Function ...................................................................................................................... 165
Configuration/Operation .............................................................................................. 166
Limiting Conditions ...................................................................................................... 168
Fax Messaging ............................................................................................................... 169
Description .................................................................................................................. 169
Function ...................................................................................................................... 169
Configuration/Operation .............................................................................................. 169
UC Business inc. Skype for Business Plug-In ................................................................. 175
Description .................................................................................................................. 175
Function ...................................................................................................................... 175
Configuration/Operation .............................................................................................. 176
UC Team inc. My Room and Skype for Business Plug-In .............................................. 177
Description .................................................................................................................. 177
Function ...................................................................................................................... 177
Configuration/Operation .............................................................................................. 178
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HV.Select User Features
Mobile User License Features .......................................................................... 179
Hot Desking Guest ......................................................................................................... 181
Description .................................................................................................................. 181
Function ...................................................................................................................... 181
Configuration/Operation .............................................................................................. 182
Office UC for Smartphone .............................................................................................. 184
Description .................................................................................................................. 184
Function ...................................................................................................................... 184
Configuration/Operation .............................................................................................. 184
Office UC for Tablet ........................................................................................................ 185
Description .................................................................................................................. 185
Function ...................................................................................................................... 185
Configuration/Operation .............................................................................................. 185
Add-Ons – Mobile User ..................................................................................... 187
Product Support & Fault Handling ................................................................... 188
Feature Queries.............................................................................................................. 188
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HV.Select User Features
Introduction
The following document type provides a comprehensive user guide on how to use HV.Select features.
Where appropriate the guide will be backed up by screenshots to support the recipient of this guide.
We provide a number of features within the HV.Select proposition which are split into two categories:
Site (Group) Features – sets a policy for a site and users inherit this setting
User Features – allows personalization per user
Most of which can be configured by any of the following means:
Ordering Portal (Business Zone)
Configuration Portal (Business Portal)
Feature Access/Star Codes (FAC’s)
Administrators can generally make changes using the portals/methods detailed below:
CP Administrator – Site & User features on Business Zone or Business Portal
Company Administrator – Site & User features on Business Portal or via FAC’s
Site Administrator – Site & User features on Business Portal or via FAC’s
End User - User features on Business Portal or via FAC’s
Overview
This document describes the basic functionality of each User Feature and provides an explanation of
how the Feature is used and configured by administrators or Users.
Audience
This document is intended for HV.Select CP and their order entry and support personnel (CP
Administrator), as it contains elements of provisioning, installation and configuration. If this document
is to be used by a CP’s customer then it will need to be rebranded and altered to suit that audience.
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HV.Select User Features
Functional User License Features
The following feature are listed alphabetically and all are included as standard in the Functional User
License pack. Any chargeable add-ons/extras that can be added to this License pack are included
in the Add-On’s section of this document.
The full feature list can be seen by the Administrators and the User from with the Business Portal by
selecting the Service Offerings button:
Clicking on this button will provide the user with the list of features available to them. Please note
features that are available in areas of the portal, other than the ‘Features’ page will not appear in this
list, i.e. Additional Line.
These features are then available to configure from the Features page on the Business Portal.
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HV.Select User Features
If an administrator does not want a User to have access to this feature then this can be removed from
the User. Simply click on the Feature Assignment button from the Business Portal and removing the
feature by unticking the box.
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HV.Select User Features
Additional Line
Description
Additional Line is a ‘User Type’ that is configured when a new User is created.
Function
An additional line can be created to give a device, IP handset etc. a 2 nd, 3rd, 4th…. call appearance,
on spare line keys if supported, for multiple DECT handsets off a DECT base station or to utilise a
2nd line on an ATA.
Configuration/Operation
To provide a User with an additional line in the Business Portal navigate to:
Employees . Add Employee
Click Save & Activate
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HV.Select User Features
Select Site Name
Select Additional Line
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HV.Select User Features
Select Primary Number and Feature Package
Select Optional Add-On Feature Package (if required)
Select Device
 New Device:- If you wish to create a new device for this service
▪
Define a new device ID
▪
Select the device type from the dropdown box
▪
Enter the device MAC address
 Existing Device
▪
Select the existing device in the Device ID dropdown box.
Click Activate
The additional line will be added to device. If the additional line is on an existing device the device
will reboot and the additional line will appear under the first spare line key.
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HV.Select User Features
Authentication
Description
Authentication is an option that appears when adding and activating a New Employee from the
Business Portal (future development).
It allows you to set authentication details for the employees
that are used in the SIP registration of their devices.
However, there are no devices supported that use this service and consequently this should be left
at the default ‘No’ Setting. This will be removed in a future release.
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HV.Select User Features
Automatic Hold/Retrieve
Description
Automatic Hold/Retrieve (AHR) provides users with the ability to automatically hold and retrieve
incoming calls without having to use a feature access code or flash key. It is useful for users who
manage a large volume of incoming calls as it enables them to hold calls by simply transferring them
to dedicated parking stations. A dedicated parking station is a separate user license reserved for
holding or retrieving calls.
Function
This service is commonly used by receptionists operating attendant consoles. When a call terminates
on the attendant console, the receptionist typically:
Answers the call, gathers information from the caller, and then transfers the call to a dedicated
station with the AHR service enabled.
Once transferred to the parking station, the call is automatically put on hold and the caller is
played Music On Hold while they wait.
The receptionist then communicates with the person who should handle the call, and provides
them with the extension against which the call is held. That person calls the extension and
retrieves the call.
If the call is not answered within a specified amount of time, it is recalled to the receptionist’s device.
The parking station with the AHR service assigned should not have any device associated with it due
to the calling limitations. For example, calls cannot be made or received and services that put calls
on hold cannot be invoked from such a device. The emergency and maintenance calls cannot go
through and feature access codes (for example, Music-On-Hold activation, or Call Pickup requests)
are blocked. Emergency calls made from a device with the AHR service activated receive a busy
signal.
Configuration/Operation
This is not a regular user service and needs to be treated differently. This feature should only be
enabled on a dedicated user account, so a Functional User Account or above, dedicated as a parking
station. That dedicated user license, as explained above, should have no device associated with it
and no other features should be configured. Likewise this number should not be used in conjunction
with Group Calling Line ID otherwise any returned call will automatically be placed on hold.
To turn this on please navigate to Features within the Business Portal.
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HV.Select User Features
Select the Configure button next to Automatic Hold/Retrieve which will open up the configuration
options against the feature.
.
Click in the small box where it says Turn on Automatic Hold/Retrieve.
Type in the number of seconds that the call should be held for before being automatically returned
to the attendant, the default is 20 seconds.
Select Save to enable the feature.
Please note, only one call can be held at a station at any given time.
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HV.Select User Features
Basic Call Logs
Description
Basic Call Logs provides users with call logs for received, missed, and placed calls.
Function
The basic call logs are all accessible from the Business Portal, phones and applications. It provides
the user with the following
Missed calls
Placed calls
Received calls
Configuration/Operation
No configuation is required to use this feature as it is an inherent feature. Operation of the feature is
dependant on the device or application being used. The screenshot below shows Basic Call logs
being accessed from the Business Portal:
The screenshot below is from a Yealink T48G IP Phone and demostrates the options available on
the lefthand side of the screen.
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HV.Select User Features
The example below is taken from the Toolbar.
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HV.Select User Features
Call Forward Always
Description
Call Forwarding Always (CFA) feature provides the capability to automatically
redirect all
incoming calls intended for a User, to another phone destination.
Function
If you enable the Call Forwarding Always option, all incoming calls will be redirected to the phone
number you specify, regardless of the settings you have for Busy and No Answer. When the feature
is active an optional ring reminder can be applied to the User’s device each time a call is forwarded.
HV.Select3 supports multi-path forwarding for all types of call forwarding. There are no restrictions
on the number of simultaneous forwarded calls.
The Outgoing Calling Plan service allows a Group or Company Administrator to impose restrictions
at a Site level that are specific to calls forwarded from a User. This may help to minimize a fraud
exposure that may result from uncontrolled forwarding of calls.
Note, if you make changes in the Business Portal to any of these features, the change will only be
reflected in the Toolbar Services when you log in. So if you are already logged in on Toolbar, you will
have to log out and log in again to see changes made in the Business Portal.
Configuration/Operation
A User can set Call Forwarding Always through their Features on the Business Portal or through
the Toolbar. The optional Ring Reminder when a call is forwarded can be set through both of these
options. This feature can also be set through the Voice Portal, CommPilot Menu, if the User has
access. Feature Access Codes can also be used to activate and deactivate this feature.
To configure Call Forwarding Always through the Business Portal, navigate to:
Employees (select employee) > Features > Call Forwarding
Select the ‘Always forward calls’ box to turn on the Call Forwarding Always feature
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HV.Select User Features
Select the ‘Play ring reminder when a call is forwarded’ box if you want to be alerted when a call
is forwarded.
Enter a valid phone number or SIP URI that you wish to forward all calls to in the ‘forward to
number/SIP URI’ box. If the number or SIP URI you enter is not valid the caller will receive
number unattainable tone or a network announcement.
Click Save
OR
To activate or deactivate the Call Forwarding Always feature through the Toolbar, click on the
Call Forwarding Always icon.
If a Call Forwarding Always destination has been previously configured by the User, all calls will
be automatically forwarded to that destination.
If no destination has been previously configured, the Call Forwarding Always configuration box
will appear.
Select Services on the Toolbar
Select Call Forwarding Always
Select the ‘On’ radio button
Enter a valid phone number or SIP URI in the ‘Call Forward to’ box.
Select the ‘Play Ring Reminder when a call is forwarded’ box if required.
Click Apply
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HV.Select User Features
Limiting Conditions
It is possible for the Call Forwarding Always (CFA) feature to create a loop. For example, consider
the case that arises when User A has the CFA service activated and configured to forward all
calls to User B, and User B forwards all calls to User A. In this case, if the two Users are in the
same Site, the system detects the loop and overrides the CFA service, resulting in User B establishing
a normal call connection to User A. If the two Users are not in the same Site, the system redirects
the call to User A, terminating with a re-order tone, (or being accepted by Subscriber A’s voice
mail).
Call Forwarding Always to Voicemail does not override Call Forwarding Always.
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HV.Select User Features
Call Forward Busy
Description
This feature enables a User to redirect incoming calls to another phone destination when the
User is busy.
Function
Call Forwarding Busy feature forwards calls to a specified phone destination when the User is busy.
A User is considered busy when there are too many active calls or a feature makes the User appear
busy to the caller.
Features that will make a User appear busy to a caller include, but are not limited to, Do Not Disturb
or Selective Call Rejection.
Configuration/Operation
A User can set Call Forwarding Busy through their Features on the Business Portal or through
the Toolbar. This service can also be set through the Voice Portal, CommPilot Menu, if the User
has access. Feature Access Codes can also be used to activate and deactivate this service.
To configure Call Forwarding Busy through the Business Portal, navigate to:
Employees (select employee) > Features > Call Forwarding
Select the ‘Forward calls when line is busy’ box to turn on the Call Forwarding Busy
feature
Enter a valid phone number or SIP URI that you wish to forward all calls to when the line is busy
in the ‘forward to number/SIP URI’ box. If the number or SIP URI you enter is not valid the
caller will receive number unattainable tone or a network announcement.
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HV.Select User Features
Click Save
OR
Activate or deactivate the Call Forwarding Busy feature through the Toolbar:
Select Services from the Toolbar
Select Call Forwarding Busy
Select the ‘On’ radio button
Enter a valid phone number or SIP URI in the ‘Call Forward to’ box.
Click Apply
When a Call Forwarding Busy destination has been previously configured by the User, all calls
when the line is busy will be automatically forwarded to that destination.
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HV.Select User Features
Call Forward No Answer
Description
This feature enables a User to redirect incoming calls to another phone destination when the User
does not answer within a specified number of rings.
Function
Call Forwarding No-Answer forwards calls to a specified forwarding phone number when a User does
not answer an incoming call for a specified number of rings.
Configuration/Operation
A User can set Call Forwarding No Answer through their Features on the Business Portal or through
the Toolbar. The specified number of rings for the User before Call Forwarding No Answer forwards
the call to the specified destination can be set though the Business Portal and Toolbar. This feature
can also be set through the Voice Portal, CommPilot Menu, if the User has access. Feature Access
Codes can also be used to activate and deactivate this feature.
To configure Call Forwarding No Answer through the Business Portal, navigate to:
Employees (select employee) > Features > Call Forwarding
Select the ‘Forward calls when there is no answer’ box to turn on the Call Forwarding No Answer
feature
Enter a valid phone number or SIP URI that you wish to forward all calls to when the line is not
answered in the ‘Forward to number/SIP URI’ box. If the number or SIP URI you enter is
not valid the caller will receive number unattainable tone or a network announcement.
Select the number of rings required before the call is forwarded from the dropdown box. The
default value is 3 rings.
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HV.Select User Features
Click Save
OR
To activate or deactivate Call Forwarding No Answer feature through the Toolbar Services, click
on the Call Forwarding No Answer icon.
Select Services from the Toolbar
Select Call Forwarding No Answer
Select the ‘On’ radio button
Enter a valid phone number or SIP URI in the ‘Call Forward to’ box.
Select the radio button for the number of rings required before the call is forwarded
Click Apply
If a Call Forwarding No Answer destination has been previously configured by the User, all calls
when the line is not answered will be automatically forwarded to that destination.
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HV.Select User Features
Call Forward Not Reachable
Description
This feature enables a User to redirect incoming calls to another phone destination when the Uses
device fails to respond to an incoming call request or is not registered with the service.
Function
Call Forward Not Reachable forwards calls to a specified forwarding phone number when the Users
device fails to respond to an incoming call request.
Configuration/Operation
A User can set Call Forward Not Reachable through their Features on the Business. To configure
Call Forward Not Reachable through the Business Portal, navigate to:
Employees (select employee) > Features > Call Forwarding
Select the ‘Forward calls when there is no answer’ box to turn on the Call Forwarding Not
Reachable feature
Enter a valid phone number or SIP URI that you wish to forward all calls to when the line is not
answered in the ‘Forward to number/SIP URI’ box. If the number or SIP URI you enter is
not valid the caller will receive number unattainable tone or a network announcement.
Click Save
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HV.Select User Features
Call Hold
Description
Call Hold enables a user to place an existing call on hold for a period of time, and then retrieve the
call to resume conversation. While the calling party is held, the user can choose to make a
consultation call to another party or invoke one of the other options listed below.
Function
When using Call Hold the user has several options whilst the call is on Hold.
Configuration/Operation
Calls can be placed on Hold in a variety of different ways, and does depend on the device being used.
The example screenshot below shows the Hold key that appears on a Polycom VVX 300. Almost all
devices operate in the same fashion and will highlight a soft key during a call.
Simply push the corresponding key next to the Hold button and the call will be placed on Hold. When
using a soft client, the behaviour is similar in that a Hold key will be showing during a call.
The following example screen shot demonstrates what the user will see when they place a call on
hold using the Polycom VVX 300.
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HV.Select User Features
Once a call is placed on Hold, the following options are available:
Resume - User takes caller off Hold and continues conversation.
Transfer - transfer the other caller, please see the Transfer Feature
New Call – The user can make another call out then return to the held call.
End Call – The user can terminate the call, (Note the end caller will then receive NU tone if they
have not replaced their handset).
Call Park – Park a call, please see the Call Park Feature
Conference – Add another person to the call to create a 3 way call, please see 3 Way Calling
Feature
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HV.Select User Features
Call Park
Description
The Call Park feature allows a User to suspend, or ‘park’, a call for an extended period of time.
Call Park is configured and controlled by administrators at site level. A User can only invoke
what has been configured by the administrator. Please refer to the Site Features Guide for a
full description
Function
Whilst a call is parked, the User can freely make and receive other calls and invoke other features
without limitation. When ready, the User can retrieve the parked call from any extension.
Configuration/Operation
The feature is controlled by use of site level Feature Access Codes. By default, these codes are as
follows:
*68 Call Park - Place the call on hold, enter *68 and then click dial
*88 Call Park Retrieve
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HV.Select User Features
Call Pickup Groups
Description
The Call Pickup feature allows users to answer any ringing call within their Call-Pickup Group. A CallPickup Group is set up by the Group or Company Administrator. This group is defined as a subset
of the Users in the Site that can pick up each other’s calls. Each Site can have multiple Call-Pickup
Groups but any User can only be a member of a single Call Pick-Up Group.
Call Pick Up Group is a site level feature Please refer to the Site Features Guide for a full description
Function
Call Pickup will allow users to answers other people’s calls when they are busy or unavailable.
Configuration/Operation
The feature is controlled by use of site level Feature Access Codes. By default, the code is as follows
*98 Call Pickup
This feature will pick-up the longest ringing call if there is more than 1 call. If a User wants to pick up
a specific users phone that is ringing then they will need to use the Directed Call Pickup feature.
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HV.Select User Features
Call Return
Description
This feature enables a User to call the last party that called. To call back the last party that called,
the User dials a recall Feature Access Code. The system stores the number of the last party that
called and attempts to connect the User to that party.
Function
Call Return allows the User to call the last party that called by dialing the required Feature Access
Code on the User’s device.
Call Return can be used for calling back answered and unanswered calls, as long as the calling
number is available. If the calling number is available, the last calling party is called as if the User
dialled this number manually. If the calling number is not available, the User is played an error
announcement. A call originated with Call Return is subject to all User features and restrictions.
Configuration/Operation
The feature is controlled by use of site level Feature Access Codes. By default the code is as follows
*69 Call
Limiting Conditions
Note however, that when a User tries to use Call Return on a call with the incoming caller ID blocked,
the User is played an error announcement. If the calling number is not available, the User will be
played an error announcement.
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HV.Select User Features
Call Transfer
Description
This feature enables a User to consult with an add-on party before either transferring the caller to the
add-on party or initiating a 3-way conference call with the original caller and the add-on party.
Function
The process to initiate Consultative Call Transfer or a Three-Way Conference Call will depend on the
telephone being used. The keys/options that may be available may include, Park, Hold, Conference,
Transfer etc.
Once the call is on hold the User dials the add-on party. When the call is answered, the User presses
the required key, (the actual key will depend on the telephone being used), and all three parties are
connected to the conversation.
To transfer, the User presses the required key, and then the call is transferred from the original caller
to the add-on party.
Configuration/Function
Call Transfer is initiated from the IP handset or application and is subject to the particular device being
used.
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HV.Select User Features
Call Waiting
Description
This feature enables a User to answer another incoming call while already engaged in a call.
Function
When an incoming call is received while a User is already engaged on an active call, the User is
informed of the new call by a Call Waiting tone. To answer the waiting call, the User places the first
caller on hold, (how this is done will depend on the device being used), and answers the new incoming
call and will be connected to the new caller. The User can toggle between the two parties. How the
User switches between the active call and the call on hold will depend on the device being used.
If the User hangs up on the active call the call on hold or waiting will ring the User. When the User
answers this call, the User is reconnected to the held or waiting caller.
Configuration/Operation
Call waiting can be Activated and Deactivated through the Business Portal on the User’s Features
Page or The Services Tab on the Toolbar. Feature Access Codes may also be used.
To Activate Call Waiting through the Business Portal, navigate to:
Employees (select Employee) > Features
Toggle the Call Waiting switch to the ‘On’ position
Toggle the Call Waiting switch to the ‘Off’ position and when the user is on a call any incoming
calls will receive the users busy treatment.
 Caller will Here Busy Tone
 Caller will follow ‘Call Forward Busy’ if configured
 Caller will be forwarded to the users Voicemail box (if configured)
OR
To Activate Call Waiting through the Toolbar, click on ‘Services’.
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HV.Select User Features
Select Call Waiting from the Menu on the left.
Select the ‘On’ radio button on the right.
Click Apply
Cancel Call Waiting Per Call
To cancel Call Waiting per Call, the User dials the required Feature Access Code. The system plays
a confirmation announcement then secondary dial tone. The User then dials the destination number.
For the duration of the call, the User is not presented with any waiting calls.
Call Waiting is automatically re-activated when the call ends.
The User can also cancel Call Waiting for active calls in progress. The User can flash the switch hook
or park/hold the call, depending on the device, while a call is in progress. Once the caller is on hold
the User dials the required Feature Access Code. The system then responds with a confirmation
announcement, followed by a dial tone. The User can then resume the call from the held state, and
no other waiting calls are presented for the duration of that active call.
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HV.Select User Features
Please refer to the Feature Access Code table in the Site Features Guide.
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HV.Select User Features
Calling Line ID Blocking
Description
This feature enables a User to block delivery of his/her identity on all outgoing calls to a called party
outside of the Site. There are 2 types of blocking, ‘Persistently’ block or block on a per call basis.
Function
Calling Line ID Blocking is used to block or allow the delivery of a User’s identity (both name and
number), on an outgoing call to the called party.
When active, calls made by the User to parties outside of the Company have the presentation of their
identity, both name and number blocked. The blocking is achieved by setting the presentation
indicator associated with the calling party number to “private”, which prevents the User’s identity from
being revealed to the called party’s device.
The use of Calling Line Identity Blocking Persistent will block the User’s Calling Line Identity for all
outgoing calls outside of the Site.
Configuration/Function
Calling Line ID Blocking Persistent can be activated or deactivated via the toggle switch on the
User’s Features page of the Business Portal or the Services Tab on the Toolbar.
To Activate Calling Line ID Blocking Persistent through the Business Portal, navigate to:
Employees (select Employee) > Features
Toggle the Calling Line ID Blocking switch to the ‘On’ position
OR
To activate Calling Line ID Blocking Persistent from the Business Toolbar, click ‘Services’.
Select Calling Line ID Delivery Blocking from the menu on the left.
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HV.Select User Features
Select the ‘On’ radio button on the right
Click Apply
Calling Line ID Blocking Per Call
This feature overrides the persistent presentation of the active Calling Line ID (CLID) so Users can
block the delivery of their identities for the next outgoing call only. At the end of the call, the
presentation of the User’s identity is restored to its persistent active status.
The Users can block the delivery of their identities for the next call by dialing the Feature Access
Code from their devices before making the call. This results in a confirmation tone followed by a dial
tone. The Users can then make the outgoing call as usual and their identities are blocked.
Please refer to the Feature Access Code table in the Site Features Guide.
Limiting Conditions
A User’s calling Line Identity cannot be blocked for calls to other User’s within the Site.
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HV.Select User Features
When the Calling Line Identity is blocked, calls may be refused by the other party if they have features
similar to ‘Anonymous Caller Rejection’ activated.
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HV.Select User Features
Calling Line ID Delivery – External Calling Line ID Delivery
Description
Allows the user to view the incoming Caller ID information for a call coming from outside the
customer’s organisation.
Function
To control whether the user is presented with the Calling Line Information, Number and Name, where
available, for incoming calls that have originated outside the customer’s organisation.
Configuration/Function
In the Business Portal, navigate to:
Employees > Features > Call Control
Scroll down to External Calling Line ID Delivery
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HV.Select User Features
Move the Slider Switch to toggle the setting On or Off.
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HV.Select User Features
Calling Line ID Delivery – Internal Calling Line ID Delivery
Description
Allows the User to view the incoming Caller ID information for a call coming from inside the customer’s
organisation.
Function
To control whether the user is presented with the Calling Line Information, Number and Name, where
available, for incoming calls that have originated outside the customers organisation.
Configuration/Function
In the Business Portal, navigate to:
Employees > Features > Call Control
Scroll down to External Calling Line ID Delivery
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HV.Select User Features
Move the Slider Switch to toggle the setting On or Off.
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HV.Select User Features
Client Call Control
Description
This is not a configurable service but a feature that is bundled into the Toolbar to enable control of
calls.
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HV.Select User Features
Last Number Redial
Description
This feature allows users to redial the last number that they previously dialled. Users can only redial
calls where the call type is allowed in the Outgoing Calling Plan.
Function
Used by a User to quickly dial/return a previous call.
Configuration/Operation
No configuration is required to turn this feature on as it is on by default. A User can use the ‘Redial’
button on their appropriate handset to redial a previous call or they can dial the following feature
access code:
*66 (default)
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HV.Select User Features
Personal Contacts
Description
The Personal Contact Directory Feature provides the ability to create custom contact directories for
use by an individual Employee.
Function
Administrators and End Users can use this feature to create a custom Personal Contact Directory
that contains numbers frequently called by the End User, such as individual clients, suppliers etc.
You can also quickly add numbers to this list by importing a phone list and loading the numbers from
a CSV file. Hover over the information (i) icon for the file format.
A directory can contain a maximum of 500 contacts.
If a user has the Company Contacts feature all the contacts are added into a single directory.
Configuration/Operation
The Personal Contacts Feature is available to configure in the Business Portal under:
Employees > Features > Contacts > Personal Contacts
Click Configure
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HV.Select User Features
To Import a list of contacts in .CSV format browse to the file and click ‘Import’
To Manually add an entry click ‘+Add’
To Edit an existing entry click on the entries ‘Name’
To delete an entry select the entry via the right hand tick box and click ‘x Delete’
To delete all entries select the tick box on the right hand side of the header bar and then click ‘x
Delete’
Click ‘Add’ to add an entry
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HV.Select User Features
Click Save
Limiting Conditions
The Business Portal supports the use of Alpha Numeric Characters A to Z, both upper and lower
case, and 0 to 9. Special Characters Hyphen (-) and Apostrophe (‘) are also supported.
All other Special Characters are not supported in the Business Portal and any entry containing these
characters will be rejected.
Note: - We would advise against the use of Apostrophe in Personal Contacts as some
handsets may not support this character. This may lead to issues when trying to access the
contacts from the handset.
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HV.Select User Features
Phone Services
Description
This feature provides a method of pushing down personal and company contacts (in Personal and/or
Company Directories) to a User’s devices.
Function
Administrators and End Users can use this feature to select which Company Contact Directory and/or
the Personal Contact Directory is integrated with the User’s devices.
If Phone Services are enabled for a device, but the Phone Directory is turned ‘off’ then neither
the Site Level Phone Services nor User level configuration will apply. This means that no
directories will be integrated with the device(s) that the User has.
Configuration/Operation
The User Level Phone Services feature is available to configure in the Business Portal. Navigate to:
Employees > Features > Contacts > Phone Services
The first page lists all the devices for which the user is able to use Phone Services with. The list
only includes device profiles with a device type supporting Phone Services.
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HV.Select User Features
Enabling and then Clicking on a Device Name allows you to go to the corresponding Phone
Services configuration page for the device
Status
 Enable/Disable Phone Directory for the Device.
Include Personal Contacts
Include the following Company Contacts
 Select the list of Company Contacts
Click Save
Please note:
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HV.Select User Features
In Site Phone Services, when you select apply Company Directory, when you then enable Phone
Services at a User level, you must not tick company directory again, or it will duplicate
When you make a change to the Group or Company Directory, you must disable phone services
before updating
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HV.Select User Features
Three Way Calling
Description
Three Way Calling enables a user to make a three-way call with two parties, in which all parties can
communicate with each other.
Function
This feature is used to set-up a mini conference call with three parties, allowing all three people to be
on the same call, without the need to set-up an external conference call.
Configuration/Operation
There is no configuration necessary for this feature.
To initiate a three-way call while engaged in a regular two-party call, the user presses the Conference
button on the IP Phone or soft-phone. Depending on the phone type, this may be a hard key or a
soft key. This action immediately places the other caller on Hold and allows the user to dial the other
party. Once the other party answers the user simply needs to push the Join soft key and this will setup the three-way call. To end a conference call, simply push the End soft key.
Each device is different so it is advisable to review the user guide or quick install guide supplied with
the device to understand the exact operation.
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HV.Select User Features
User Intercept
Description
Allows a user’s phone number to be taken out of service while providing callers with informative
Announcements and alternative routing options.
Function
This is useful for an administrator to use when an employee has left the company and you want to
ensure you do not lose the calls.
Configuration/Operation
In the Business Portal, navigate to:
Employees > Features > Call Control > User Intercept
Select ‘Configure’
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HV.Select User Features
Intercept All Incoming Calls
 This Enables User Intercept
Play New Telephone Number
 The system will play an announcement containing the phone number configured here.
Transfer On ‘0’
 Select to allow a caller the option of being transferred to a new number, such as a
switchboard operator.
 Configure the number you wish to transfer the incoming call too.
Use Personal Announcement
 Select and upload a personal announcement rather than using the system default.
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HV.Select User Features
Video Calling
Description
Video Calling is available on a limited range of devices allowing video calls to be conducted on
desktop phones, tablets, mobile phones, PCs and laptops whether in a meeting room, office or
travelling.
Function
Video calling can be used by Users whom both a video capable line device. A User simply selects
to add video to an existing call and there is no extra configuration required. Our default Video Calling
uses the industry standard H.264 codec and CIF 352 × 288 or QVGA 320 x 240 resolutions.
Configuration/Operation
There is no configuration required video is automatically configured for devices that can support it.
Please refer to the Product handbook for video capable devices.
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HV.Select User Features
Add-Ons – Functional User
The following add-ons are listed alphabetically and all are available to give as extras to Functional
Users but do incur additional charges.
The list of add-ons provided can be seen by the Administrators and the User from with the Business
Portal by selecting the Service Offerings button:
Clicking on this button will provide the user with the list of any add-ons that have been given to them.
Please note features that are available in areas of the portal, other than the ‘Features’ or ‘Applications’
tab will not appear in this list, i.e. Call Analytics
These add-ons will either be:
Features available to configure in the Business Portal
Applications to download from the Business Portal
Applications to download from other sources
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HV.Select User Features
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HV.Select User Features
Go Integrator – CRM Connect
Description
Go Integrator* is an application for Windows Desktop that integrates leading CRM Applications into
the HV.SELECT service. It works in conjunction with a User’s primary** phone and CRM software to
enhance a User’s productivity, i.e. screen popping a CRM file based on the number calling in.
This application is provided from a partner called Mondago and they provide two variants; Go
Integrator Lite and Go Integrator DB. HV.SELECT currently consumes the ‘DB’ version only.
*Go Integrator is referred to as CRM Connect on the Business Zone Ordering Page and Business
Portal Service Settings page. This will change to Go Integrator in a future release.
**Devices set up a shared devices to the primary device cannot be controlled.
Function
Go Integrator DB enables users to integrate call control into an approved CRM system providing the
following functionality?
•
Manual (default) or Automatic screen popping of customer files when inbound calls are
received
•
Call Control from PC
•
Click-to-dial from CRM file
To view a complete list of approved applications, navigate to the website below and review the section
titled Go Integrator DB:
•
https://gointegrator.com/cti.php?tab=12&item=15&lang=uk
Configuration/Operation
For guidance on how to download, install, configure and use this application please refer to the
following application user guides available on the Document Centre:
HV.SELECT Go Integrator (CRM Connect) – Application User Guide – HV.SELECT 2.0
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HV.Select User Features
Office UC Desktop inc Skype for Business Plug-in
Description
Office UC provides Users with an application and series of features to enable Unified
Communications across one or many devices. The Desktop application will work across computers
running Windows and MAC iOS.
Office UC Skype for Business/Lync Plug-in (referred to as S4B in this document) offers an
enhancement to the existing Office UC suite of products. The plug-in is offered as an additional
device type on HV.SELECT for PC Desktop, and integrates with the Microsoft Skype for Business
and Lync Applications, delivered as part of Microsoft Office 365 suite.
The Desktop application/s will work across computers running Windows. This application is available
through the following add-ons:
•
UC Office Desktop
•
UC Business added to a Fixed or Mobile User License
•
UC Team added to a Fixed or Mobile User License
Function
This application when taken standalone as the Office UC Desktop add-on provides Users with the
following:
•
Desktop softphone application enabling:
 Voice and Video Calling – using inbuilt softphone or via hard- phone
 Call Centre Agent Login – when agent is assigned to an ACD
This SB4 application provides Users with the following:
•
Desktop softphone application enabling:

ability to call, voice and video, S4B contacts using a phone number displayed
against the user in S4B

ability to call a number not listed on S4B using the free text field or software dialpad

ability to click-to call from SharePoint, Office, Outlook and Internet Explorer

ability to initiate call from S4B but have an IP phone make the physical call

ability to escalate an audio call to a video call

ability to update S4B presence information when User is on a call
Configuration/Operation
For guidance on how to download, install, configure and use this application on any of the User
Licenses, please refer to the following application user guides available on the Document Centre:
HV.Select Office UC Desktop – Application User Guide
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HV.Select User Features
HV.Select Office UC Skype for Business – Application User Guide
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HV.Select User Features
Reception Console – Small Business & Enterprise
Description
The Reception Console is an application that allows Users to control calls, monitor the lines of
employees, manage directories and use productivity tools from a PC. It comes in two varieties, either
an Enterprise grade version or a Small-Medium Business (SMB) version. The application is the same
for either, but the functionality exposed will be slightly different.
The Enterprise version includes:
Queuing
Outlook Integration
Monitor up I wto 500 users (200 static Plus 300 dynamic)
The SMB version includes:
Queuing
Outlook Integration
Monitor up to 30 users
Receptionist is deployed on a Microsoft Windows platform and/or Citrix Presentation Server platform.
Function
The application will enables users to become receptionists by providing them with a web application
that allows them to monitor users and easily transfer calls. The console can actively monitor up to
30 users at a time on the SMB version and 200 users at a time on the Enterprise version.
The application provides the reception user with the following:
Call Management features – Answer; dial, hold, conference, blind and attended transfer, move
to queue
Line Monitoring – Monitor a User’s line to see line states include on-hook, off-hook, ringing,
DND, Privacy and Call Forwarding Always
Camp On with Recall - Perform a directed hold when called party is busy
Directed Call Pickup - Pickup any ringing extension
Voicemail Transfer – Transfer calls directly to voicemail
Call Barge-In - Operator intrusion on a busy line
Group Call Park – Initiate line hunting on incoming calls directed to a department or group (e.g.
support, sales)
Day/Night mode – Operators can automate the switch from “day” to “night” mode
Messaging – Send emails to contacts from desktop screen
Call History – Logs outgoing, received and missed calls
Call Statistics – Average hold time, transfer count
Supports multiple Directories – Corporate, Monitored, LDAP,
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HV.Select User Features
Speed Dials - Search and call numbers from a list of up to 100
Contact Directory Filtering - Directory filtering of enterprise
Configuration/Operation
For guidance on how to download, install, configure and use this application please refer to the
following application user guides available on the Document Centre:
HV.Select Reception Console – Application User Guide
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HV.Select User Features
Voice Recording User
Description
Voice Recording User is an add-on User application which will allow a User’s calls to be recorded
and stored in a secure cloud environment. The Voice Recording User add-on can be added to all 3
User license types; Functional, Fixed and Mobile.
A Voice Recording User will have their recordings stored for either 30 days or 180 days, depending
on what policy has been set-up on the initial order form.
Function
Voice Recording provides a business with a User level recording function and allows calls to be
recorded in real-time either proactively or reactively, in accordance with PCI DSS compliance. PCI
DSS requirement 3.2 stipulates that card validation codes and values must not be stored other than
for transaction authorisation. The call recorder therefore provides the facility to pause and restart
recordings using DTMF codes entered by the agent during the call. When credit card data is about to
be given the agent keys a code into their handset and the recording pauses. When the credit card
details have been completed the agent re-enters the code to restart recording.
Configuration/Operation
Voice Recording is turned on/off for Users from the Business Portal by a CP or Company
Administrator. Once enabled a User has the ability to configure their recording options and directly
access their own recordings. Likewise a Company Administrator has access to these recordings and
a lot more functionality.
For guidance on how to download, install, configure and use this application please refer to the
following application user guides available on the Document Centre:
HV.Select VoiceRecording – Application User Guide
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HV.Select User Features
Fixed User License Features
The following features are listed alphabetically and are extra features available within the Fixed User
License pack. All features listed in the Functional User pack are available as standard. Any
chargeable add-ons/extras that can be added to this License pack are included in the Add-On’s
section of this document.
The full feature list can be seen by the Administrators and the User from with the Business Portal by
selecting the Service Offerings button:
Clicking on this button will provide the user with the list of features available to them. Please note
features that are available in areas of the portal, other than the ‘Features’ page will not appear in this
list, i.e. Additional Line.
These features are then available to configure from the Features page on the Business Portal.
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HV.Select User Features
If an administrator does not want a User to have access to this feature then this can be removed from
the User. Simply click on the Feature Assignment button from the Business Portal and removing the
feature by unticking the box.
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HV.Select User Features
Alternate Numbers
Description
The Alternate Numbers feature allows Users to specify the Alternate Numbers they can use with their
phone service. Users can configure up to ten Alternate Numbers. The Alternative number will call the
User’s Primary Line appearance and a distinctive ring pattern is applied to differentiate the call.
Function
Normal ringing is provided for incoming calls to the primary phone number and Users have the option
of selecting from 3 distinctive ring patterns for calls to their subsequent alternate numbers. The
distinctive ring patterns available are:
Normal
Long-Long
Short-Short-Long
Short-Long-Short
Only numbers that are Reserved for the Site but unassigned to Site features or Users are available
in the dropdown list for assigning as Alternate Numbers. Alternate Numbers will appear in the CDR
billing files.
For outgoing calls from the User, the User’s primary phone number is the calling line identity.
Configuration/Operation
The User can select the feature setting Alternate Numbers in the Business Portal on their User
Features page.
In the Business Portal, navigate to:
Employees (select employee) > Features > Alternate Numbers
If you want to allow each alternate number to have a distinctive ring pattern, select the
"Use distinctive ring patterns" check box.
Click ‘Save’
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HV.Select User Features
Click ‘Add’
From the Alternate Number list box, select a telephone number for your new alternate number.
Type a telephone number extension in the Extension field if required.
From the Ring Pattern list box, select a ring pattern for your new alternate number.
Click Save.
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HV.Select User Features
Answer Confirmation
Description
This feature enhances the existing Simultaneous Ring, Sequential Ringing and Call Director features
to (optionally) prompt the called party to enter a digit to confirm the acceptance of the call.
Function
These enhancements allow us to better deal with situations in which a find-me-follow-me destination
rolls over to voice mail, thus ending the find-me-follow-me functionality and preventing real parties
from answering the call (for example, when a mobile phone is off or unreachable). The Answer
Confirmation feature ensures that the call is connected to a live party, or rolls over to the user’s
HV.SELECT voicemail inbox. As such, the answering party will be prompted to enter a confirmation
digit (any) before getting connected to the calling party.
Alerting continues for all other destinations until the successful collection of a confirmation digit.
Upon collection of a successful confirmation digit, the call is connected and other find-me-follow-me
destinations are released as usual.
Configuration/Operation
Configuration of Answer Confirmation for the Simultaneous Ring, Sequential Ringing and Call
Director services is found in the Mobility section on the User’s Features page on the Business Portal
For Simultaneous Ring you can configure via the Toolbar application, see below, and from the UCOffice application, Desktop and Smartphone.
In the Business Portal, navigate to:
•
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Employees > Features > Mobility
HV.Select User Features
Answer Confirmation for Simultaneous Ring
Answer Confirmation is available to configure in the Simultaneous Ring Features page in the
Business Portal. There are check boxes to turn Answer Confirmation On or Off for each Simultaneous
Ring Phone Number:
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HV.Select User Features
Turn on Simultaneous Ring
Using the +Add button, add in the numbers you wish to ring
Select Answer Confirmation if required
Click Save
From the Toolbar
Select the ‘Simultaneous Ring’ icon (Highlighted below)
Turn on Simultaneous Ring
Using the Add button, add in the numbers you wish to ring
Select Answer Confirmation if required
Click ‘OK’
When Simultaneous Ring is enabled, calls to the user are presented to their devices and all
Simultaneous Ring phone numbers simultaneously. The user can then answer the call on any of their
devices or Simultaneous Ring numbers.
When enabled, the Answer Confirmation option provides a prompt to the User (the answering party)
to enter a digit to complete the call when answered by one of their Simultaneous Ring numbers. Any
digit can be dialled to confirm the call.
The default prompt played to the User is ‘Please press any key to complete the call’.
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HV.Select User Features
Until the answering party successfully dials a confirmation digit, the service continues to ring all
Simultaneous Ring phone numbers.
If a confirmation digit is not pressed within 5 seconds of answering the call then the call leg is released
and the other phone numbers continue to ring.
Upon successfully confirming the answer with a digit, the call is connected and the other destinations
are released as usual.
Example
A calls B, who has Simultaneous Ring set to location C and D
Locations C and D ring
User B answers the call from location C, D continues to ring
User B is presented with the prompt ‘Please press any key to complete the call’
User B presses a digit to confirm the call
A is connected to User B at location C. The call to location D is dropped
A and B are now talking
Answer Confirmation for Sequential Ring
Answer Confirmation is available to configure in the Sequential Ring Features page in the Business
Portal. There are check boxes to turn Answer Confirmation On or Off for each Sequential Ring Phone
Number:
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HV.Select User Features
The Sequential Ring feature uses the Answer Confirmation feature in a way that is very similar to
Simultaneous Ring. However, for the Sequential Ringing feature there is only one alerted location at
a time. A failed confirmation at a given Sequential Ring phone number (due to sequential ring timeout,
confirmation timeout, user hang-up, and so on) results in the service automatically ringing the next
location.
A confirmation is never requested for a sequential ringing location that corresponds to the user’s
primary phone number. When Sequential Ring is enabled, calls to the User are presented to the
User’s primary phone and/or up to 5 Sequential Ring phone numbers one after the other. The Users
configures how long each location should ring for before moving on to the next.
When enabled, the Answer Confirmation option provides a prompt to the User (the answering party)
to enter a digit to complete the call when answered by one of their Sequential Ring numbers. Any
digit can be dialled to confirm the call.
The default prompt played to the User is ‘Please press any key to complete the call’.
Until the answering party successfully dials a confirmation digit, the service continues to ring all
Sequential Ring phone numbers in turn.
If a confirmation digit is not pressed within the timeout of answering the call then the call leg is
released and the next location is alerted.
Upon successfully confirming the answer with a digit, the call is connected and the next locations are
not alerted.
Example
A calls B, who has Sequential Ring set to location C and then D and then E
Location C rings
User B does not answer. The sequential ring alerts the next location (D)
User B answers at location D and is presented with the prompt ‘Please press any key to complete
the call’
User B does nothing (no digit pressed) and the sequential ringing timeout for next location occurs
in the middle of the confirmation procedure
Call leg to location D is released and E starts ringing
User B answers at location E and presses a digit to confirm the call
A is connected to User B and location E and A and B are now talking
Answer Confirmation for Call Director
Answer Confirmation is available to configure in the Call Director Features page in the Business
Portal.
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HV.Select User Features
Select the ‘Phone Number’ you wish to enable ‘Answer Confirmation’ for
When Call Director is enabled, calls to the user are presented to their locations and all the Devices
Ring dependent on the rules in place. See the Call Director Section for further information. The user
can then answer the call on any of their devices.
When enabled, the Answer Confirmation option provides a prompt to the User (the answering party)
to enter a digit to complete the call when answered by one of their Simultaneous Ring numbers. Any
digit can be dialled to confirm the call. The default prompt played to the User is ‘Please press any
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HV.Select User Features
key to complete the call’. Until the answering party successfully dials a confirmation digit, the service
continues to ring all Simultaneous Ring phone numbers. If a confirmation digit is not pressed within
5 seconds of answering the call then the call leg is released and the other phone numbers continue
to ring. Upon successfully confirming the answer with a digit, the call is connected and the other
locations are released as usual.
Answer Confirmation Interactions
The following table shows different actions that can be attempted whilst a call is waiting for
confirmation and the result of the attempted action:
Event
Action
Pickup Attempt
From another location
Deny
call
pickup
request.
confirmation procedure.
Continue
Call Park Attempt
From any side
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Deny call park request. Continue confirmation
procedure.
HV.Select User Features
Anonymous Call Rejection
Description
This service enables a user to reject calls from anonymous parties who have explicitly restricted
their identities. By activating the service, callers who have restricted their identities are informed
that the user is not accepting calls from restricted callers. The user’s phone does not ring and
the user does not see or hear any indication of the attempted call.
This service does not apply to calls from within a group.
Function
Anonymous Call Rejection enables users to instruct HV.SELECT to reject incoming call attempts from
callers not within the same group, who have blocked their identity (phone number) to the user, with a
calling identity delivery blocking feature. When this feature is active, the user receives no alerting
indication for external calls from callers with their identities blocked. Instead, the caller is connected
to an announcement stating that the user does not accept calls with the caller’s identity blocked.
Configuration/Operation
The User can configure this service through the Anonymous Call Rejection Feature on the User’s
Features page on the Business Portal or the Services tab on the Toolbar
In the Business Portal, navigate to:
Employees (select employee) > Features
Toggle the Anonymous Call Rejection switch to the ‘On’ position
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HV.Select User Features
OR
In the Toolbar click Services
Click Anonymous Call Rejection on the left
Select the ‘On’ radio button on the right
Click Apply
Automatic Callback
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Description
The Automatic Callback (ACB) service allows Users to monitor a busy party and automatically
establish a call when the busy party becomes idle. Upon reaching a valid ACB busy condition, the
User will hear an announcement asking if they would like to monitor the line and be called back when
it is idle. The ACB service can only be activated against a destination within the same group.
Function
Automatic Callback is an outgoing call feature that allows a User to place a call to another User in the
same group. If the called User is busy, the call originator can activate Automatic Callback to be
notified when the called User is idle.
When notified, a new call setup attempt to the now idle User is initiated automatically and the
originating User is not required to redial the phone number. The new call attempt is treated as an
originating call attempt; it may receive busy treatment or be redirected. For the new call setup to be
attempted, both parties must be idle.
When a User originates a call to another User in the group, if the called party is unable to receive
the call because of a valid ACB busy condition, a prompt is played giving the originator the
opportunity to activate ACB, (for example, “The line you are calling is busy. Press 1 if you would like
to be notified when the line is available”).
After activating ACB, the Originating User goes on hook and is notified with special ringing
when both parties are idle. If the User answers special ringing, call setup is automatically initiated
towards the other party.
Configuration/Operation
A User can activate or deactivate Automatic Callback via the toggle switch in their Feature page on
the Business Portal or through the Services Tab on the Toolbar.
In the Business Portal:
Navigate to:- Employees (select employee) > Features
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Toggle the Automatic Callback switch to the ‘On’ position
OR
In the Toolbar click Services
Select Automatic Callback in the menu on the left
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Select the ‘On’ radio button
Click Apply
Limiting Conditions
Terminating Users are considered busy, or unavailable, if they cannot receive a call at their primary
locations. This means that if a terminating feature redirects the call and the new location is busy,
ACB is not activated.
ACB is disabled if the call is handled by any of the following terminating services, but is not limited to
these service interactions.
Selective Call Rejection and Selective Call Acceptance
The length of time ACB remains active and the numbers of retry attempts etc. are not configurable,
they are controlled by the system.
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Call Barge-in Exempt
Description
Call Barge-in Exempt is used by Users wanting to stop other users from baring in on an active call.
Function
Block barge-in attempts from other users with Directed Call Pickup with Barge-in.
Configuration/Operation
In the Business Portal, navigate to:
Employees > Features > Call control > Call Barge In Exempt
Use the slider switch to Enable/Disable the feature.
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Call Director
Description
Call Director is a fixed-mobile convergence (FMC) solution that allows users to make and receive
calls using one number on any device and move calls between devices.
Call Director is a Site Level Feature. Configuration of the site level features are covered in
the ‘Site Features Reseller Guide’
Function
The Call Director user feature allows the user to define one or more phone number locations e.g. a
Mobile Phone (also referred as Call Director locations in this document) that can be used as
extensions to the user’s account. These numbers are all alerted for inbound calls, similar to the
Simultaneous Ring/Remote Office feature. Call Director supersedes the Simultaneous Ring feature.
There is also the Call Director portal, which is a Site level Feature that:
Allows users to make calls via the Call Director Portal from any Call Director location and present
their business number
Move calls from their device/locations to any Call Director location
The Call Director portal allows Users to make outbound calls from any phone using their HV.Select
service. Once the passcode and destination digits are collected by the Call Director Portal, the call
proceeds as if the call originated from the user’s desk phone.
Call move/handover functionality is provided by a Call Director Call Move feature access code. When
dialed from a User’s device the active call is moved to that device. This feature access code can also
be dialed via the Call Director Portal to move the call to a Call Director Location.
Call Director User Feature
The Call Director User Feature allows the user to configure Call Director locations. A Call Director
location is a phone number in national format e.g. 07123456790. A Call Director location can be
enabled or disabled from the Business Portal or by using the Location Control Feature Access Codes.
The following attributes are also configurable for each Call Director location:
Require Answer confirmation – This attribute determines whether the user is prompted for answer
confirmation when a call leg is extended to the Call Director location and is answered by the
user.
In addition to these options, the user can configure Call Director locations to be alerted for Clickto-Dial calls. The Alert all locations for Click-to-Dial call attribute applies to all configured Call
Director locations.
The Call Director User Feature is available to configure in the Business Portal under:
Employees > Feature Settings > Call Director
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A new Call Director Number / Location can be added by clicking the ‘Add’ button.
Multiple Call Director Numbers can be added and configured separately. All Call Director Numbers
are alerted simultaneously, when enabled, for inbound calls. Call Director Numbers can use the Call
Director Portal to make calls and use the Call Director Call Move Feature and Feature Access Codes.
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Enter the Call Director Phone Number (Location) in national format and optionally enter a Description
for the Number/Location, then optionally select ‘Require Answer Confirmation’.
Click ‘Save’ or ‘Save & Add More Details’ to add this Number/Location to the Call Director Service.
To add subsequent Call Director Numbers click the ‘Add’ button and follow the above steps. Once
a Call Director Number is added Selective Criteria or ‘Rules’ can be added to the Number to specify
when the Call Director Number should be active and the Number alerted for inbound calls.
Call Director Numbers can be modified e.g. Enabled/Disabled, Answer Confirmation
Enabled/Disabled as required. Disabled Call Director Numbers are not alerted for inbound calls,
Click-to-Dial originations etc. Call Director Numbers can be deleted by selecting the Number and
clicking the Delete button. Once a Number has been added to the Call Director User Feature, other
Users will be forbidden from using the same number.
Configuration/Operation
Call Director Inbound
Inbound calls are forked to the user’s Call Director locations. The user may have multiple Call Director
locations configured. Each Call Director location is configured individually with optional selective
criteria that determine whether a Call Director location can be alerted for a given call termination.
Each Call Director location can also be enabled or disabled for call terminations in the Business Portal
or by using the Location Control Activation or Deactivation (default *12 and *13 respectively) Feature
Access Codes.
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Enabled Call Director locations are alerted in parallel to the user’s primary location and the alternate
locations configured via the Shared Call Appearance feature. To alert a Call Director location, the
platform uses the Call Director phone number configured for the location.
If the user answers from a Call Director location that has the Answer Confirmation Required attribute
enabled, then the platform connects the Call Director location to an Interactive Voice Response (IVR)
session and prompts for confirmation. This capability of requiring answer confirmation is introduced
in Release SDAB of the Service Delivery Platform in the context of the Simultaneous Ringing and
Sequential Ring services. This capability is extended to Call Director locations through a configuration
option of the Call Director user feature. The behaviour of this capability is the same as it is for the
other forking services. If the user confirms by dialling a key, then the Call Director location is
connected to the calling party; otherwise the Call Director location is released. Note that the Answer
Confirmation Required attribute may be configured for more than one Call Director location. In this
case, the first Call Director location to confirm on answer always gets connected, while the other
locations are released.
Call Director Outbound
The user originates a call from a Call Director location through a Call Director Portal or using a call
client (that is, Click-to-Dial). Click-to-Dial originations are processed in a similar way as call
terminations (Call Director Inbound) and are described in the above section.
This section describes the behaviour when the user originates calls from the Call Director location by
dialling through a Call Director Portal.
The user dials into the Call Director Portal, which is primarily responsible for collecting the destination
digits. Once the User’s passcode (same as Voice Mail PIN) have been entered and the destination
digits are collected, the Call Director portal resumes the call origination through a redirection
mechanism, as described in the sub-section that follows. The call origination is resumed as if the call
was originated from the user’s desk.
The process is as follows:
The user calls the Call Director portal from the Call Director location.
The Call Director portal handles the incoming call and attempts to identify the user from the calling
number
The calling number is then used to look up a Call Director location.
If the calling number is not available, then the calling party is prompted for the calling number.
If the Call Director portal prompts for the calling number, then the entered digits are resolved and
a Call Director location is looked up from that number.
The Call Director portal validates the scope of the calling number.
 If the Call Director portal scope is set to “enterprise”, then the user identified by the calling
number must be in the same Customer as the Call Director Portal.
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 If the Call Director portal scope is set to “group”, then the user identified by the calling
number must be in the same Site as the Call Director portal.
Once the user is identified from the calling number, then Call Director Portal prompts for a
passcode and prompts for a destination address.
The user enters the same passcode used for the voice portal (Voice Mail) and the Call Director
Portal. The passcode is configurable from the Business Portal via Service Settings >Service
Passwords, or from a Voice Portal menu. If the entered password is invalid, locked, or
expired, then the call is released and an appropriate message is played to the caller. If the
user enters an invalid calling address or an invalid password, then the user is allowed to retry
twice.
The Call Director Portal prompts for destination digits. If the user fails to enter the destination
digits prior to the digit-collection timeout, then the call origination proceeds with no destination
digits, and the caller eventually hears the dial tone timeout treatment.
Once the user is identified and the destination digits are collected, the call to the destination party
is connected.
If the user is already active on a call from a different location and attempts to originate a call from a
Call Director location, then the call origination is rejected unless the destination number is for the Call
Director Call Move FAC. In the latter case, the Call Director Call Move FAC is handled as described
in the section Call Director Call Move and Location Control below.
Click-to-Dial Calls
Call Director locations are alerted for Click-to-Dial originations if the Alert All Locations for Click-toDial Call attribute is set. A call leg is created for each Call Director location similar to an inbound call
termination, and Auto-Answer is disabled for the call leg to the primary location. Auto-Answer is a
function that allows a Click-to-Dial origination to proceed from the primary location without ringing the
phone.
The Call Director location’s optional time-based selective criteria are considered for Click-to-Dial
originations. In addition, if the Call Director location is disabled, then that Call Director location is not
alerted. The Request Answer Confirmation attribute operates in the same way as an inbound call
termination to the Call Director location.
Call Director Call Move and Location Control
Call Director Call Move is performed by dialling the Call Director Call Move Feature Access Code
(FAC). The default FAC is *11.
The Call Move FAC can be dialled from a User’s Primary or Shared Call Appearance device to move
the call to the device. The User can also dial the FAC through the Call Director Portal to move the
call to a Call Director Location.
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An example of each scenario is shown below
Moving a call from a Call Director Location to a User’s Primary or SCA Device
User A is on a call with Party B using a Call Director Location and the call was made via the Call
Director Portal.
User A
Call Director Location
Party B
User A decides to move the call to their desk phone by dialling *11 from their desk phone
User A
Primary or SCA Device
Party B
Moving a call from a User’s Primary or SCA Device to a Call Director Location
User A is on a call with Party B using their primary or shared call appearance device.
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User A
Primary or SCA Device
Party B
User A decides to move the call to a Call Director Location by calling their Call Director
Portal from their Call Director Location, entering their passcode and dialling *11.
User A
Call Director Location
Party B
Location Activation
If the user dials the Location Activation FAC via the Call Director Portal, then the Call Director location
is activated for inbound call terminations and an activation message is played to the user. From that
point, the user may hang up or wait to be disconnected.
Location Deactivation
If the user dials the Location Deactivation FAC via the Call Director Portal, then the Call Director
location is deactivated for inbound call terminations and a deactivation message is played to the user.
From that point, the user may hang up or wait to be disconnected.
Example Uses
Outbound Calling through Call Director Portal
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The user has a mobile phone configured as a Call Director location. The user dials in to the Call
Director portal from the mobile phone. The Call Director portal recognizes the calling number and
identifies the user. The Call Director portal prompts the user for a passcode and destination digits.
The user enters the passcode and the destination digits.
The call origination is resumed using the destination digits collected by the Call Director Portal. The
called party receives and answers the incoming call. The user is connected to the called party.
Inbound Call
The user has a mobile phone configured as a Call Director location and receives a call. The user’s
desk phone and mobile phone start ringing. The user answers from the mobile phone and gets
connected to the calling party.
Inbound Call with Answer Confirmation
The user has a mobile phone configured as a Call Director location and the mobile phone is turned
off. The user receives a call and the desk phone start ringing. The incoming call is extended to the
user’s mobile phone and is connected to a treatment provided by the user’s mobile phone provider.
There is a prompt for confirmation, which never occurs because the call is connected to treatment.
The call leg to the mobile phone is released and the incoming call is eventually answered from the
user’s desk phone.
Click-to-Dial Outbound Call
The user has a mobile phone configured as a Call Director location and uses a call client (e.g. Toolbar)
to originate a call. The option to alert Call Director locations for Click-toDial is enabled so the user’s desk phone and the mobile phone both start ringing. The user answers
from the mobile phone and the call origination proceeds to the called party. The user hears ringback
until the called party answers, at which point the user is connected to the called party.
Call Move
The user has a mobile phone configured as a Call Director location and is already active on a call
from the desk phone. The user dials in to the Call Director Portal from the mobile phone and dials the
Call Director Call Move FAC. The user is connected to the remote party on the mobile phone, and
the desk phone is released.
Location Control
The user has a mobile phone configured as a Call Director location and wishes to disable the location
temporarily. The user dials in to the Call Director portal from the mobile phone, and dials the Location
Control Deactivation FAC. The user hears confirmation that the location is disabled and hangs up.
Incoming calls to the user are presented to the user’s desk phone, but not the mobile phone.
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Later, the user wants to re-enable the Call Director location. The user dials in to the Call Director
portal from the mobile phone and dials the Location Control Activation FAC. The user hears
confirmation that the location is enabled and hangs up.
Incoming calls to the user are now presented to the user’s desk phone and mobile phone.
Feature Interaction
This section provides details regarding specific feature/service interactions. Note that when the user
originates a call through the Call Director portal, the user’s originating services are executed as if
the call had been dialled from one of the user’s primary or shared call appearance location.
Shared Call Appearance
If the user attempts to originate a call from a primary or shared call appearance location while already
active on a call from/to a Call Director location, then the call origination is rejected.
The user’s primary and shared call appearance locations are alerted in parallel to the user’s Call
Director locations. When a user answers the incoming call from any location, then the other locations
are simply released.
Other Feature Interactions
The following table lists the service interactions between the Call Director User feature and other user
features. (Note that if a service is not listed, it means that there are no specific interactions between
Call Director and that feature.)
Feature
Interaction Description
Call Center
The Call Director feature will send calls from a Call Center to
the Agent’s Call Director Number(s)/Location(s)
Call Forwarding Always takes precedence over Call Director.
Call Forwarding Always
When Call Forwarding Always is active, none of the user’s Call
Director locations are alerted.
Call Forwarding Busy takes precedence over Call Director.
Call Forwarding Busy
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When Call Forwarding Busy is active, none of the user’s Call
Director locations are alerted.
HV.Select User Features
Call Forwarding No Answer
Call Forwarding No Answer takes precedence over Call
Director if the number of rings for is set to “0” for the feature.
Otherwise, the first feature to answer gets the call.
Call Director takes precedence over Call Forwarding Not
Call Forwarding Not Reachable
Reachable. Call Forwarding Not Reachable is applied to a call
only if all Call Director locations are unreachable.
Call Forwarding Selective takes precedence over Call
Director.
Call Forwarding Selective
Directed Call Pickup with
Barge-in
Hunt Group
In other words, if the call meets the selective criteria configured
for Call Forwarding Selective, the call is forwarded and Call
Director locations are not alerted.
A DPUBI user can barge in on a call involving a device hosted
via Call Director (a Call Director location) if the Call Director
user is in the same group as the DPBUI user.
The Call Director feature will send calls from a Hunt Group to
the Agent’s Call Director Number(s)/Location(s)
Remote Office has precedence over Call Director. When
Remote Office
Remote Office is active, none of the user’s Call Director
locations are alerted.
If the Sequential Ringing service is enabled and configured
with a number that matches an enabled Call Director location,
Sequential Ringing
Sequential Ringing takes precedence over Call Director.
The typical scenario involves ringing the base location first
(and all the other Call Director locations at the same time). As
soon as Sequential Ringing is alerting the next location, all the
Call Director functionality is turned off.
Simultaneous Ringing
If the Simultaneous Ringing service is enabled and configured
with a number that matches an enabled Call Director location,
Simultaneous Ringing takes precedence over Call Director.
As a result, Call Director functionality does not apply to calls to
and from that number, since they are treated as Simultaneous
Ringing calls and not Call Director calls.
It is recommended to not use or to un-assign
Simultaneous Ringing from the user who has Call
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Director. (Simultaneous Ringing is not required since Call
Director provides this functionality.)
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Call Forwarding Selective
Description
This feature enables a User to define criteria that causes certain incoming calls to be redirected to
User-specified destinations.
Call Forwarding Selective provides the capability to forward calls intended for a User to another
destination, when the incoming call matches pre-specified criteria. Normal call handling is applied to
all calls that do not match any of the criteria you define.
For example, if you want to make sure that you always receive calls from important clients, you can
set up a rule that automatically forwards their calls to your mobile phone after work hours and on
weekends.
Function
You use the Call Forwarding Selective feature to define rules for forwarding incoming calls.
Each rule can include pre-specified criteria relating to:
Selected Time Schedule that includes a time range and/or date range
Whether the calling line ID is PRIVATE or UNAVAILABLE
A list of up to 12 phone numbers or digit patterns (for example, 514*). Phone numbers are
matched against the sending number received in the INVITE. This service may require the
user to provide complete 10- digit numbers to match those included in the INVITE.
If you do not specify individual phone numbers or digit patterns, the rule applies to all telephone
numbers.
The criteria can be combined within base rules (for example, incoming call from this number and
within business hours). Multiple base rules can be defined and the call is forwarded when at least
one of the base rules is met.
The User can associate a different destination with each base rule, or use the same destination
for all base rules.
You can create, edit, enable, or disable call forwarding rules as required. Incoming calls are
forwarded whenever they match the criteria defined in any currently enabled rule.
Configuration/Operation
Individual Time Schedules may need to be created by the User and this can be done in the
Business Portal on their Features page, if the User has access to the Feature.
The Call Forwarding Selective criteria and base rules can be set through the Business Portal
by the User on their Features page.
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In the Business Portal, navigate to:
Employees (select employee) > Features > Call Forwarding Selective
Enter a valid phone number in the ‘Default Forward To Number/SIP URI’ box
 This is the phone number or SIP URI to which you want calls to be forwarded by default
when they match the criteria you define in your Call Forwarding Selective rules.
 When you define a rule, you can choose to use this default number or to specify a number
that applies only to that rule.
Select the "Play a short ring when a call is forwarded" check box if you want your telephone
to play a brief tone (or ring splash) each time an incoming call is forwarded by the Call
Forwarding Selective feature.
Click Save
Click Add
Enter a short description of no more than 50 characters in to the ‘Rule Description’ box.
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Specify where you want calls to be forwarded if they match the criteria you define for the rule.
 Select the "Use Default Forward to Number/SIP URI" option to set the forwarding
destination as the one set as the default.
 If you want calls to be forwarded to a different destination number, select the "Use this
phone number/SIP URI instead" option and type the number in the field provided.
Use the Time Schedule list to specify when the rule should be applied from the ones available in
the dropdown box.
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The default Time Schedule is "Every Day All Day". If your Group or Company Administrator has
defined other Time Schedules for the Site, you will see them in this list.
Click ‘Save and Add more Details’
The Call Forwarding Selective page refreshes and displays the Phone Numbers section.
Select the radio button to configure Call Forwarding Selective to forward calls from:-
 All phone numbers
 Only these phone numbers
If you select the "Only these phone numbers" option as part of your Call Forwarding Selective rule,
only specific phone numbers will be forwarded. If the incoming call does not match any of the
criteria, normal call handling applies.
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 In addition to the Time Schedule you have already selected, the possible criteria
include:
Private Numbers
 If you select this check box, the criteria includes phone numbers whose calling line ID
is PRIVATE. Any phone number with a PRIVATE calling line ID is forwarded.
Unknown Numbers
 If you select this check box, the criteria includes phone numbers whose calling line ID
is UNAVAILABLE. Any phone number with an UNAVAILABLE calling line ID is
forwarded.
Specific Numbers
 You can enter up to 12 individual phone numbers or digit patterns (for example, 514*)
for each rule. Any phone number that you enter into the list is forwarded.
To add a specific number and/or digit string to the rule enter it into the ‘Add Phone Number’ box
and click Save
You can specify telephone numbers that match a specific pattern or that contain a specific digit
string.
Use the asterisk (*) and question mark (?) characters as wildcards.
 Use an asterisk (*) to replace digits at the end of any digit string. If you want to forward
all calls that begin with the digit string 514, you can enter 514* in the Add Phone
Number field.
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 Use a question mark (?) to replace any single digit at any place in a phone number
digit string. If you want to forward calls from the phone number 5551111 in several area
codes, you can enter???5551111 in the Add Phone Number field.
The numbers and/or digit strings will be displayed in the Phone Number list.
Click Save to Save the Rule.
To enable a Rule, toggle the switch next to the relevant Rule description to the ‘On’ position.
Finally, turn on the feature by ticking the Turn On Call Forwarding Selective checkbox.
Click save
Call Notify
Description
This service enables a User to define criteria and specify rules that cause certain incoming calls to
trigger an email notification to a User-specified address.
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Function
If an incoming call meets the criteria set by one or more of these rules, an e-mail that specifies details
relating to the incoming call are sent to a specific address.
This feature only applies to incoming calls. The criteria include:
Selected time schedule, for example, “Every Day All Day”
Whether the calling line ID is PRIVATE or UNAVAILABLE
A list of up to 12 phone numbers or digit patterns (for example, 514*)
The criteria can be combined within base rules (for example, incoming call from this number AND
within business hours AND during work week). An unlimited number of base rules can be defined,
but each rule can apply to a maximum of 12 telephone numbers.
An email notification is sent when at least one of the base rules is met.
Configuration/Operation
The Call Notify criteria and base rules can be configured through the Business Portal by the User
on their Features page.
Individual Time Schedules may need to be created by the User and this can be done in the
Business Portal on their Features page, if the User has access to the Feature. Refer to the Time
Schedule feature for instructions on how to configure the Time Schedule.
In the Business Portal:
In the Business Portal, navigate to:
Employees (select Employee) > Features > Call Notify
Enter the required email address in the ‘Send to this Email’ box
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Click ‘Save’ and navigate back to the Call Notify feature.
Click ‘Add’
Enter a name for the rule in the ‘Description’ box
Select the required Time Schedule from those available in the dropdown box
Click ‘Save and Add More Details’
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Select the radio button to configure Call Notify to forward notification from:-
 All phone numbers
 Only these phone numbers
If you select the "Only these phone numbers" option as part of your Call Notify rule, only
specific phone numbers will forward notification. If the incoming call does not match
any of the criteria, normal call handling applies.
In addition to the Time Schedule you have already selected, the possible criteria include:
Private Numbers
 If you select this check box, the criteria includes phone numbers whose calling line
ID is PRIVATE. Any phone number with a PRIVATE calling line ID is forwarded.
Unknown Numbers
 If you select this check box, the criteria includes phone numbers whose calling line
ID is UNAVAILABLE. Any phone number with an UNAVAILABLE calling line ID is
forwarded.
Specific Numbers
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 You can enter up to 12 individual phone numbers or digit patterns (for example, 514*)
for each rule. Any phone number that you enter into the list is forwarded.
To add a specific number and/or digit string to the rule enter it into the ‘Add Phone Number’ box
and click ‘+’.
You can specify telephone numbers that match a specific pattern or that contain a specific digit
string.
Use the asterisk (*) and question mark (?) characters as wildcards.
Use an asterisk (*) to replace digits at the end of any digit string. If you want to forward all
calls that begin with the digit string 514, you can enter 514* in the Add Phone Number
field.
Use a question mark (?) to replace any single digit at any place in a phone number digit
string. If you want to forward calls from the phone number 5551111 in several area codes,
you can enter???5551111 in the Add Phone Number field.
The numbers and/or digit strings will be displayed in the Phone Number list.
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Click Save to save and complete the Rule.
To enable a Rule, toggle the switch next to the relevant Rule description to the ‘On’ position.
Click Save
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Comm Pilot Express
Description
CommPilot Express is a Feature of the Toolbar.
Function
CommPilot Express allows you to pre-configure four profiles to Control you inbound calls
Available-In Office
Available-Out of Office
Busy
Unavailable
If you use CommPilot Express, it takes precedence over some of you other service settings
associated with processing incoming calls.
Configuration/Operation
Configuration of the four profiles is achieved via the ‘Services’ option on the Toolbar.
To Edit a Profile select ‘CommPilot Express in the left hand window
Select the Profile you wish to use in the Current Profile Dropdown on the right.
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Select the same profile in the left hand window and edit the profile with the desired settings
Click ‘Apply’ to save the changes and set this profile as the ‘Current’ profile
Click ‘OK’ to save the changes, set this profile as the ‘Current’ profile and Close the window
If you just wish to switch profile without Editing you can do this by changing the ‘Current Profile setting
and Clicking ‘Apply or ‘OK’
Note you can also change which Profile is active via the Voice Portal using the Voice
Messaging menu commands.
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Directed Call Pickup with Barge In
Description
Allows the user to Pick up a call or Barge Into a call on another user. Unlike Group Call Pickup, where
a Feature Access Code is used to pick up a call on a pre-define list of users, Directed Call Pickup
with Barge In uses a Feature Access Code plus the Extension Number of the phone to pick up or
Barge into a call on any phone on the customers Site.
Note, Barge In cannot be completed if the user has Barge In Exempt set as a feature.
Function
Directed Call Pickup
The Phone for user A is ringing
User B dials *33 (default FAC) followed by User B’s extension number.
User B has picked up the call meant for user A
Barge In
User A is on a call to a customer
User B need to speak to user A urgently
User B dials *33 (default FAC) followed by User A’s extension number
User A is Not Barge In Exempt.
User B is now in the Call with User A.
Note:- A tone may or may not be played to User A to make them aware that Barge In has occurred.
This is dependent on the Configuration of User B.
Configuration/Operation
Direct Call Pickup with Barge In is not a configurable Option. It is usually a standard feature in some
of the Feature Packs that go to make up a customer’s service offering. Please Check the Availability
with your Customer Administrator or your Reseller.
For Employees that do have this feature available there is a configuration option that allows the
playing of a tone on Barge In.
In the Business Portal, navigate to:
Employees > Features > Call Control > Direct Call Pickup with Barge In
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Select ‘Play A Warning Tone When You Barge In’ if required
Click Save
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HV.Select User Features
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HV.Select User Features
Distinctive & Priority Ringing
Description
Allows you to make your phone ring with a different ring cadence. Use this service if you want to
know when a specific person calls such as your manager or spouse or when you would like to easily
tell when a call is from inside your group or outside your group.
Function
The criteria for each Priority Alert entry can be a list of up to 12 phone numbers or digit patterns, a
specified time schedule, and a specified holiday schedule. All criteria for an entry must be true for the
phone to ring with a different tone (phone number and day of week and time of day).
Note:- The change in ring on the phone is only a change in the ringing cadence it does not change
the ringing tone applied.
Some Handsets support the use of different ring tones based on the Calling Line ID. This is
a phone feature and not a feature of the HV.SELECT service.
Configuration/Operation
Configuration is in the Employee section of the Business Portal and requires that a Time schedule
has been pre-configured.
Please refer to the section on Time Schedules in the Site Features Reseller Guide.
In the Business Portal, navigate to:
Employees > Features > Call Control
Scroll Down to Distinctive & Priority Ringing
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HV.Select User Features
Select Configure
To add a new ‘Rule click the ‘+ Add’ button
To Edit an Existing ‘Rule’ select the description of the rule.
To Activate/Deactivate a ‘Rule’ use the slide button under the status field
To Delete a ‘Rule’ select the left hand tick box and click the ‘x Delete’ button
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HV.Select User Features
When adding a new ‘Rule’
Type a description on the rule in the box provided.
Select a time schedule from the dropdown box.
Time schedule must be pre-configured for the customer’s site.
When adding a new ‘Rule’ or editing an existing one.
To add a new phone number enter the details in the box provided and Click the
button
To delete a phone number select the number using the right hand side tick box and click the ‘x
Delete’ button
To delete all numbers select the tick box in the header bar and then click the ‘x Delete’ button
See Below
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HV.Select User Features
When all changes have been completed click ’Save’
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HV.Select User Features
Do Not Disturb
Description
Allows you to send your calls directly to your voice messaging box without ringing your phone.
In addition, you can make your primary phone emit a short ring burst to inform you when the call is
being sent to voice messaging by using the Ring Reminder.
This is important when you have forgotten the service is turned on and you are at your phone waiting
to receive calls
Please note, when setting DND on the Business Portal, it becomes system wide DND and affects all
your devices once turned on. However if it is evoked on a phone handset, then it will only affect the
handset, all other ‘Shared’ devices will be unaffected.
Function
You use this to prevent your phone from ringing. Callers are sent to Voice Messaging or another
specified location, such as a number indicated by the Call Forwarding Busy service.
Configuration/Operation
In the Business Portal, navigate to:
Employees > Features > Call Control
Scroll Down to Do Not Disturb
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HV.Select User Features
Select Configure
From the Toolbar
You can activate the Do Not Disturb service by clicking DND on your Toolbar. When the button
to the left of the DND link on the Toolbar is selected, this service is on. When it is not selected,
it is off.
Or
Select Services and then set Do Not Disturb from the Incoming calls menu
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From Your Voice Portal
The Do Not Disturb service can also be activated or options can be changed using your voice portal.
To do this, on your telephone dial *, followed by the two-digit feature access code that has been
assigned for this service. You can activate this service by dialing star (*) and the assigned two-digit
code.
To view the feature access code that was assigned by your group or system administrator, click on
Feature Access Codes on the Utilities menu page. The codes are to the left of Do Not Disturb
Activation and Do Not Disturb Deactivation and are preceded by an *, which must be dialled first.
Using a Feature Access Code
Do Not Disturb can be activated and Deactivated by use of Feature Access Codes.
By Default
 * 78 Do Not Disturb Activation
 * 79 Do Not Disturb Deactivation
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HV.Select User Features
Hot Desking Host
Description
Hot Desking Host, included in the Fixed or Mobile User license, allows a phone device to become a
Host to another user’s phone number. Another User, with the Guest feature, can then log onto this
existing phone with their own credentials and recevice all their calls to this device. They can also
make calls from this device which will present their own number, from their pre-existing HV.SELECT
account, to other users.
Function
This feature can be enabled on an existing Fixed or Mobile User license and will then allow users
with the Hot Desking guest feature to log onto. A user without the Guest feature cannot log onto a
Host license/device and likewise a user with the Guest license cannot log onto a license phone that
does not have the Host feature in and enabled. The Hot Desking Host feature is ‘off’ by default and
can be unassigned, using feature assignment on the BP, in order to prevent incorrect or accidental
use.
A User can be both a Hot Desking Host and a Hot Desking Guest providing they have the correct
license pack.
Configuration/Operation
Hot Desking Host is configurable at a User level through the User’s Feature Settings page in the
Business Portal.
In the Business Portal, navigate to:
Employees > Features > Hot Desking Host
Select the ‘Turn on Hot Desking Host’ check box to enable the feature.
In the ‘Association Limit’ field specify the maximum time in hours that any Guest User can be
associated to the Host User Device account. Once this expires it will automatically dissociate
a guest from a host. The minimum in hours us 0, maximum is 999, and default is 24.
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HV.Select User Features
Set the Access Level to either Company, allowing any User from the Company to associate with
the phone, or Site if only limited to Users from the Site.
Click Save.
The Hot Desking Host feature is operated by a user with a Hot Desking Guest Feature Please refer
to the Hot Desking Guest section of this guide,
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HV.Select User Features
Push to Talk
Description
Push to Talk allows people to call each other and have the call answered automatically (Intercom
service).
Function
Push to Talk allows people to call each other and have the call answered automatically, either as a
one-way call, or a two-way call.
Configuration/Operation
To Configure the PTT service in the Business Portal navigate to:
Employees > Features > Call Control > Push To Talk
Select Configure
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To originate a Push To Talk call on your telephone dial the Feature Access followed by the number
you wish to call.
*50 Default Feature Access Code
An administrator can specify in the configuration from which other users a PTT call is ‘Allowed’. Only
PTT calls for users on the allowed list will be connect to the employee.
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Remote Office
Description
Allows a user to define a phone number, any working phone number, mobile or land line. This Device
can then be used to make and receive calls. Outgoing calls will present the users ‘HV.Select’ CLI not
the devices CLI for business continuity when you are away from your office.
Remote Office is a feature of the following applications
Toolbar
Office UC Desktop
Office UC Smartphone
Office UC Tablet
Function
In the ‘Remote Office setting within the ‘HV.Select’ application define the number of the device you
wish to use to make and receive calls.
Incoming Calls
Incoming Calls to the users ‘HV.Select’ number are automatically forwarded to the ‘Remote
Office’ location.
The caller will see the users HV.Select CLI, if delivered, on their phone.
Outgoing Calls
Outgoing calls are made from the HV.Select application, Toolbar, UC-Office.
 Use either the pre-defined Contacts
 Or
 Manually dial for the web app
Note:- Do Not Dial from the ‘Remote Office’ device
The user will receive an incoming call on the ‘Remote Office’ device.
When the user answers the incoming call an outgoing call is made to the dialled number
The called number will see the users HV.Select CLI, if delivered, on their phone.
Configuration/Operation
Toolbar
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HV.Select User Features
From the Toolbar select Services
Select Remote Office
Define the phone of the device you wish to use.
Turn on Remote Office using the radio buttons
If the Remote Office number has been previuosly defined you can activate the service simply by
clicking the Remote Office icon on the Toolbar.
Office UC Desktop
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HV.Select User Features
From the application left click on the Office UC icon on the header bar
Select Call Settings
Select Remote Office
Select the ‘Edit’ Icon
Configure the Remote Office number
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Enable Service
Click Save
Office Smartphone
From the application (iPhone Shown) click on the settings option
Select Call Settings
Select Remote Office
Configure The Remote Office settings
Click Save
Selective Call Appearance
Description
Accept calls when pre-defined criteria, such as phone number, time of day or day of week, are met.
Function
Selective Call Acceptance allows you to receive only calls that meet your pre-defined criteria. The
criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns,
a specified time schedule, and a specified holiday schedule. All criteria for an entry must be true for
you to receive the call.
Configuration/Operation
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In The Business Port navigate to:
Employees > Features > Call Control > Selective Call Acceptance
Select ‘Configure’
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HV.Select User Features
To Add a New Rule Click ‘Add’
To Edit an existing Rule select the Rule under the ‘Description’ Heading.
To Delete a rule select the right hand tick box and click ‘Delete’
To Delete all rules select the right hand tick box in the header bar and click ‘Delete’
Click ‘Add’
Add a description of the rule.
Select a Time schedule from the dropdown menu.
 Note:-
Time schedules have to be pre-configured (Please refer to the ‘Site Features
Reseller Guide for more details)
Click ‘Save & Add More Details’
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To add a phone number type the number into the box and click the ‘+’ button
To delete a number select the right hand tick box and click delete
To delete all numbers select the right hand tick box in the header bar and click delete.
When you have completed the configuration Click ‘Save’
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Selective Call Rejection
Description
Reject calls when pre-defined criteria, such as phone number, time of day or day of week, are met.
Function
Selective Call Rejection allows you to reject calls that meet your pre-defined criteria. These callers
will be given an announcement that you cannot be reached. Use this feature to prevent nuisance calls
from people you would rather not talk to. The criteria for each Selective Call Rejection entry can be a
list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday
schedule. All criteria for an entry must be true to reject the call.
Configuration/Operation
In The Business Port navigate to:
Employees > Features > Call Control > Selective Call Rejection
Select ‘Configure’
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To Add a New Rule Click ‘Add’
To Edit an existing Rule select the Rule under the ‘Description’ Heading.
To Delete a rule select the right hand tick box and click ‘Delete’
To Delete all rules select the right hand tick box in the header bar and click ‘Delete’
Click ‘Add’
Add a description of the rule.
Select a Time schedule from the dropdown menu.
 Note:-
Time schedules have to be pre-configured (Please refer to the ‘Site Features
Reseller Guide for more details)
Click ‘Save & Add More Details’
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To add a phone number type the number into the box and click the ‘+’ button
To delete a number select the right hand tick box and click delete
To delete all numbers select the right hand tick box in the header bar and click delete.
When you have completed the configuration Click ‘Save’
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Sequential Ring
Description
Ring multiple phones sequentially when calls are received
Function
Sequential Ring allows you to sequentially ring up to 5 locations in addition to the base location for a
specified number of rings.
The 5 locations can be either a phone number or a SIP-URI. The feature applies to calls matching
your pre-defined criteria. Use this service to ring calls from your manager, a family member, or an
important customer on your mobile phone, alternate business phone, or home phone.
The criteria for each Sequential Ring entry can be a list of up to 12 phone numbers or digit patterns,
a specified time schedule, and a specified holiday schedule. All criteria for an entry must be satisfied
for the call to enter Sequential Ring (phone number and day of week and time of day). If the criteria
do not match, the call continues as if this service was not turned on.
Configuration/Operation
In the Business Portal navigate to:
Employee > Features > Mobility > Sequential Ring
Select Configure
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Setup the sequential list of phone numbers
The Number of rings at each location
Select is Answer Confirmation is required.
 Refer to the Answer Confirmation feature section in this guide.
Add a rule or edit an existing rule
 Sequential Ring cannot be activated without a rule being defined. It could be as
simple as All Calls, All Day Every Day.
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Every Rule must have a unique Description
Select a Time schedule from the dropdown menu.
 Note:- Time schedules have to be pre-configured (Please refer to the ‘Site
Features Reseller Guide for more details)
If Rule is to cover ‘All Calls’ select the ‘All Phone Numbers’ radio button and click ‘Save’
If Rule is for specific phone numbers select the ‘Only These Phone Numbers’ and add the phone
numbers (max of 12)
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To add a phone number type the number into the box and click the ‘+’ button
To delete a number select the right hand tick box and click delete
To delete all numbers select the right hand tick box in the header bar and click delete.
When you have completed the configuration Click ‘Save’
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Simultaneous Ring
Description
Ring multiple phones simultaneously when calls are received.
Function
Simultaneous Ring Personal allows you to list up to 10 phone numbers you would like to ring in
addition to your primary phone when you receive a call.
This feature is helpful when you are not at your phone but you would like your mobile phone to ring
when you get a call. You can also turn off simultaneous ring when you are at your desk on a call.
The criteria for each Simultaneous Ring entry can be a list of up to 12 phone numbers or digit patterns,
a specified time schedule, and a specified holiday schedule. All criteria for an entry must be satisfied
for the call to enter Simultaneous Ring (phone number and day of week and time of day).
If the criteria do not match, the call continues as if this service was not turned on.
Warning: if your mobile phone or other phone has voice mail that picks up before your office voice
messaging picks up, your voice mails could be on your mobile phone messaging system. Please
refer to the Answer Confirmation feature to avoid this.
Configuration/Operation
From The Business Portal either navigate to:
Employees > Dashboard > Sim Ring
Note:- You Can switch Simultaneous ring On/Off in this Window.
Or
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Navigate to:
Employees > Features > Mobility > Simultaneous Ring
Click Configure
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Turn on Simultaneous Ring
‘Settings’ Allows you to choose the treatment of an incoming call if you are already on an existing
call
To Add a location enter the phone number in the box provided and click ‘Add’
Select Answer Confirmation if required
See Answer Confirmation Service in an earlier section of this guide.
To Delete a location select the right hand tick box next to the entry and click ‘Delete’
To Delete ALL entries select the right hand tick box in the header bar and click ‘Delete’
When all configuration is complete click ‘Save’
From Toolbar
If Simultaneous Ring has NO previous configuration
Select the Simultaneous Ring Icon from the Toolbar
If Simultaneous Ring HAS been configured and you wish to edit the configuration.
Select ‘Services’ from the Toolbar
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In the left hand Window select ‘Simutaeous Ringing’
Turn Simultaneous Ring On or Off
‘How to Handle incoming calls’ Allows you to choose the treatment of an incoming call if you are
already on an existing call
To Add a location
 Click ‘Add’
 Enter the phone number in the box provided
 Click ‘Add’ again
Select Answer Confirmation if required
See Answer Confirmation Service in an earlier section of this guide.
To Delete a location select the location (left click) and click ‘Delete’
When all configuration is complete click either ‘Apply’ or ‘OK’
From Office UC Clients
All Office UC clients support configuration and control of Simultaneous Ring
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Please refer to the relevant Office UC guide for details.
Below are screen shots of Office UC for Windows Desktop and Office UC for iPhone
Windows desktop:- Call Settings > Simultaneous Ring Personal
iPhone:- Settings > Call Settings > Simultaneous Ring
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Shared Call Appearance 5
Description
Shared Call Appearance 5 allows Users to share multiple call appearances of their line number (CLI)
over multiple devices, a maximum of 5. For example, a Personal Assistant can take calls for multiple
Executives and identify each line on their handset. Each Executive will share their CLI on the Personal
Assistant’s device.
Function
The Maximum number of devices you can share a number across is 5. Shared Call Appearance is
not available in all packs. Ensure you check the Product Handbook to see if this is available.
Configuration/Operation
As an administrator in the Business Portal, select the User that will be sharing their call appearance
on another device.
Either navigate to:
Employees > Devices > Shared Call Appearance
Select Create New Shared Call appearance
Or
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Navigate to:- Employees > Features > Mobility > Shared Call Appearance
Click ‘Configure’
Adding a Device
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New Device
If you are not sharing a call appearance on another user’s existing handset you will need to add a
new device using the ‘From New Device’ option.
Select the ‘From New Device’ option
Enter a Device ID
Select the ‘Device Type’ from the Dropdown list.
Enter the MAC Address that will be the Shared Call Appearance.
You can enter a brief description of the device, this can be useful for future reference.
Click ‘Save’
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Click ‘Save’
Existing Device
If you are creating a ‘Shared Call Appearance’ for an existing device
Select the ‘From Existing Device’ option
Select the Device you wish to add to ‘Shared call appearance’
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Click ‘Save’
Click ‘Save’
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HV.Select User Features
Note, the Allow Call Move From Another Device allows you to move calls between you devices using
the ‘Call Retrieve and Call Director Move’ Feature Access Code
By Default FAC = *11
User answers a call on device A
The user wishes to move the call to device B
From device B the user dial *11
The Call is moved to device B
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Speed Dial 8
Description
Allows a User too dial another telephone number by simply dialling a single digit.
Function
Users are able to use the Business Portal to program an assigned single digit (2 through 9) speed
dial code to store commonly called numbers. To call the stored number the user simply dial a single
digit (2 – 9).
Configuration/Operation
In the Business Portal select the User and navigate to:
Employees > Features > Contacts > Speed Dial 8
Click ‘Configure’
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To Add or Edit an Entry
Click on the ‘Phone Number/Sip URI’ Field and enter the required Number.
Click on the Description field and enter a description.
Click Save
Adding an entry from the Phone
Dial the Speed Dial 8 Feature Access Code (Default *74)
Dial the Speed Dial 8 Location (2 - 9)
Dial the required Phone Number followed by #
 Example:- *74107711234567#
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Speed Dial 100
Description
Allows a User to dial another telephone number by dialling a Speed Prefix Access Code and two
digits.
Function
Allows Users to program an assigned two-digit (00 through 99) speed dial code to store commonly
called numbers.
To call the stored number the user dials the Speed Dial Prefix Feature access Code (by default this
is #) followed by the 2 digits (00 to 99) of the stored numbers location.
Configuration/Operation
In the Business Portal navigate to:
Employees > Features > Contacts > Speed Dial 100
Click ‘Configure’
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To Add an entry click ‘Add’
Select the ‘Speed Code’
The next Available is shown by default but you can select any free code 00 – 99 using the
dropdown box
Enter a description or name for the phone number.
Enter the phone number
Click Save.
To Edit an Existing Entry
Select the Existing ‘Speed Code’
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Edit the Entry
Click Save.
To Delete an select the tick box to the left of the entry and click ‘Delete
To Delete all entries select the tick box on the left hand side of the header Bar and click delete.
Adding an entry from the Phone
Dial the Speed Dial 100 Feature Access Code (Default *75)
Dial the Speed Dial 100 Location (00 - 99)
Dial the required Phone Number followed by #
 Example:- *750107711234567#
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Toolbar
Description
The Toolbar User feature is an application that enables a user to control calls and turn HV.SELECT
features on or off from the application within Outlook, Internet Explorer or Firefox, saving them the
need to log into the Configuration Portal (Business Portal). With the Toolbar, users have access to
the main functionality of the service and can control this at the click of a button.
The Toolbar can only be installed on Windows PCs and must be used in conjunction with Internet
Explorer 7 or later or Firefox Version 3, 10 or 11. The Toolbar will also integrate with Microsoft Outlook
if installed.
Function
The Toolbar enables a user to control calls and turn features on or off from the Toolbar in Outlook,
Internet Explorer or Firefox, saving them the need to log into a portal. With the Toolbar users have
access to some of the main functionality of the service and can control this at the click of a button,
this includes:
•
Anonomous Call Rejection
•
Call forwarding – Always, No Answer, Busy
•
Do Not Disturb
•
Comm Pilot Express
•
External Calling ID Delivery
•
Internal Calling ID Delivery
•
Simulateanous Ringing
•
Outgoing Call Control – Automatic Call Back, Calling Line ID Delivery Blocking
•
Call Control – Call Director, Call Waiting, Remote Office
Configuration/Operation
For guidance on how to download, install, configure and use this application please refer to the
following application user guides available on the Document Centre:
HV.SELECT Toolbar – Application User Guide – HV.SELECT 2.0
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Voice Mail
Description
Voice Messaging provides a User with a voicemail service which they can access from any device,
as well as have all voicemails emailed to a central email address as a MP3 file. Users can also access
and listen to their voicemail from any device by calling their own number. Users can then listen to,
save, and delete each message, as well as move to next message or skip back to the beginning or
current message.
The Voice Messaging feature provides all of the features of a traditional voice messaging solution,
plus:
Message delivery to any specified e-mail account
Message waiting notification delivered to the phone and to any specified e-mail account.
Integration of the messaging capabilities with HV.SELECT User features.
Administrator and User self-management through the Business Portal
Function
Each time a caller records a voice message, the message is stored as an audio file MP3 on the
HV.SELECT server. A User can configure the Voice Messaging feature so that it automatically sends
these MP3 files as e-mail attachments whenever they receive new voice messages. You can also
choose to have carbon copies of these messages sent to any e-mail address.
The User can listen to the WAV files in these email messages using standard PC audio software
and, if required, save the files to their computer. They can also store, reply to, or forward the e-mail
messages as needed.
Message Deposit
Incoming calls to the User are sent to voice mail upon receiving busy or no-answer from the User.
The caller is then played a greeting.
The following options are available:
If the incoming caller leaves a message, they have access to the following functions:
Review the message and erase, record it again or deposit it
The maximum length for a single voice message is 2 minutes.
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Message Storage
Voice messages are stored as standard e-mail (POP3/ IMAP) as MP3 file. to attached emails. The
voice messages can be stored on the default mail server or the User may elect to have voice
messages sent to their private account. The maximum amount allowed for a mailbox is 30 minutes,
which is defined by the Full Mailbox Limit that is set at the system level.
Message Retrieval
Users can retrieve their voicemail as emails from any standard e-mail client if they have configured
their voicemail to send emails to their account. Users can also retrieve voicemail using their IP Phone
or Toolbar.
When retrieving voicemail from their phone, Users simply dial their mailbox (extension) 1571 number.
The system prompts the User for their Passcode, if this setting is enabled. After entering the
Passcode, the User is informed of the mailbox status (how many new, and saved messages) and can
review the messages through an interactive voice menu. While reviewing the messages, the User
can play the envelope. repeat, erase, save,
When retrieving voicemail from an email client, the User simply configures their voicemail feature in
the business portal to send email from the voicemail server where the messages are stored to their
personal email account. Messages are retrieved as MP3 attachments to emails and can be listened
to with standard PC audio software. Messages received can be manipulated like any other email
(stored, forwarded, replied to, and so on).
Message Waiting Notification
When the User receives new messages, they can be notified by the standard message waiting
indication mechanism, either stutter-dial tone or message waiting lamp (device dependent). Users
can also request a notification to be e-mailed to a specific location, when a voice message is received.
It is normal for a short delay to be experienced after a message is left before the message wait
indicator on the IP Phone lights.
Immediate Voicemail
This feature adds the possibility to select 0 (or “None”) rings, meaning to apply the Call Forwarding
No-Answer to Voicemail processing immediately. This can be configured by the User using the
Feature Access Code applicable to Call Forwarding No Answer to Voicemail.
When the number of rings before Call Forwarding No-Answer to Voicemail is set to 0, and the called
party is busy, the Call Forwarding Busy to Voicemail processing is applied. The only exception to this
is for Users using a SIP device, and when the phone is off-hook but the User is not yet involved in a
call. In such a case, although the phone is off-hook, the Call Forwarding No-Answer to Voicemail
processing applies. The BT Wholesale platform only becomes aware that the User’s status has
changed from idle too busy after the User has sent the digits from their device.
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Configuration/Operation
If a User has voicemail then it is turned on by default. The user can check this by logging onto the
Business Portal and navigating to
Employee> Feature Settings>Voice Mail
To configure what happens when a voicemail message arrives select the options as required for when
a voice message arrives. These are:
Turn On Voicemail
Send All Calls To Voicemail
Send Calls To Voicemail When...
 Line Is Busy
 There Is No Answer
From the dropdown select the number of rings before greeting commences. (2-20)
Choose system generated greeting or upload personal greeting via the Browse button. Once file
has been selected via browse click Save.
Enter Email address for Voice mail notifications to be sent to.
User Menus
When the user accesses their Voice Mail account they will be presented with the following greeting
and menus.
You will hear the following announcements
“Welcome to call minder, You have X messages, or You have no messages”
You then have the following choices
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1571 Voice Mail Main Menu
1
To Listen to your messages
2
To Change your Personnel options
Press 1
“First new message, message received today at” -- Date and Time
Messages Menu
1
To listen to the messages again
2
To Save it (30 days)
3
To Delete
Press 2
1571 Voice Mail Main Menu
1
Change your greeting
2
Access Pin options
5
Fax settings
6
To transfer to the Mobile linking order line
Passcode Rules
The passcode rules enhance the Voicemail security by providing a set of rules to minimize Voicemail
access by unauthorized parties. HV.Select defines a system level default Voicemail Passcode rule.
When the CP Administrator has the Voicemail feature authorized for the Customer and Site(s), the
HV.Select default system Passcode rule is applied.
The Voicemail Passcode rules as defined by HV.Select cannot be overridden at the
Customer/Enterprise or Site level or at the individual User level for reasons of security. The Passcode
rules are described below and apply each time a User changes their Passcode. Users have to select
a Passcode that follows the rules defined by HV.Select. If the Passcode they have selected does not
comply with these rules it is rejected, and they will be prompted to enter another one.
The following rules are defined by HV.Select:
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Passcode length – The length of the Passcode must be between 4 and 6 digits.
Trivial Passcode –This rule rejects Passcodes that are considered trivial:
Repeated digits (for example, 11111, or 22222) o Sequential digits
A sequence of more than 2 digits either accending or decending (for example 1234, 4321)
Repeated sequences
whether ascending or descending, a sequence of digits cannot be repeated (for example, 234234
or 432432)
The user’s own extension number o
The user’s own extension number reversed
Any portion of the passcode cannot be the user’s extension number (for example, if the Extn is
435 the user cannot set a passcode of 1435)
Repeated Passcode – This rule rejects the Passcode that is the same as the previous Passcode
or a reversal of the previous Passcode.
Passcode Aging
This rule starts a timer when the User changes their Passcode. The change can be performed through
the Business Portal on the User’s Service Settings page or the Voicemail voice menu when the timer
expires, Users will receive system generated voice prompts requesting that they select a new
Passcode before they are granted access to their Voicemail.
The User hears a system announcement:
“Your Passcode is expired; please enter a new one now to get access to the Voicemail. Please enter
the new Passcode, followed by # sign.”
The new Passcode can be selected via the Business Portal Service Settings page or through the
Voicemail voice menu. The User will be asked to confirm their new passcode.
Passcode Lockout
This feature locks out a User’s Voicemail access after 5 unsuccessful login attempts in a row. This
cannot be overridden at the Customer/Enterprise or Site level or at the individual User level.
When locked out, a User Voicemail account must be reset by the Group or Company Administrator
through the User’s Service Settings, Service Passwords page on the Business Portal before it can
be used again. If the User tries to log in when the account is locked out, the User will hear the following
system announcement, “Your Voicemail access is locked out. Please contact your group
administrator to reset the Passcode. This operation cannot be completed at this time. Please hang
up and try again later.”
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Voice Portal
Description
The Voice Portal provides an Interactive Voice Response (IVR) application that can be called by
Users of the Site from any phone, to manage some of their features.
The Group or Company Administrator can also use the Voice Portal to record new greetings for a
Site’s Auto Attendants.
Function
The Voice Portal allows Users to automatically log in to the Voice Portal if calling from their own phone
or device. When this feature is set to “yes”, when User’s call in to the Voice Portal from their own
phone, they are not prompted for a Passcode. The User immediately accesses the Voice Portal Menu.
When this feature is set to “no”, then the existing functionality is used and users are prompted for
their Passcode.
The Voice Portal allows the Users to:
Log in by dialling the Voice Portal number
Select and make active a CommPilot profile that has been preconfigured through the Toolbar >
Services.
Record a personalized name for their Com Pilot
Modify Passcode
Record Auto Attendant Announcements (Group or Company Administrator only)
To access the Voice Portal menu, Users must dial the number of their Site Voice Portal.
Each User can enable or disable auto-login to the Voice Portal. When the Voice Portal auto-login
option is disabled, the login behaviour remains unchanged. When enabled, all scenarios where the
system recognizes the calling User (and would usually prompt immediately for a password rather than
their phone number), resulting in an automatic authentication, and the password collection phase is
skipped.
Examples of automatically logging in to the voice portal are as follows:
HV.Select Users call their Site Voice Portal number from their own phone
HV.Select Users call their Extension from their own phone
Upon connecting to the voice portal, Users are prompted for their extension number and Passcode.
(When users call their voice portal from their own phone they are only prompted to enter their
Passcode if they have activated the auto-login option.)
On successful authentication, Users are presented with the main menu that offers the options
described earlier. (The voice portal presents only the options corresponding to the features assigned
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to the user. If a user does not have the feature offered by the voice portal in their feature pack, the
option is not offered as part of the menu. For example, Hotdesk Guest). Users then select the desired
option from the main menu and navigate through the menus by pressing the corresponding DTMF
keys on their phone.
All options offered by the Voice Portal feature allow Users to revert back to the main menu, so multiple
options can be selected during the same session.
Configuration/Operation
The Voice Portal feature is accessed by logging onto the Business Portal and navigating to
•
Employee> Feature Settings>Voice Portal
The Voice Portal feature gives a User the ability to upload and enable use of a recording of their own
name in conjunction with the Auto Attendant feature. The file you upload must be a .wav file:
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CCITT ulaw 8kb 8 KHz Mono
This feature is only to upload a personal ‘name’ and recordings should be as short as possible.
To upload a personalised name select Configure and select Use Personalized Name for Auto
Attendant and Voice Messaging.
Click Choose File to upload the pre-recorded file.
Automatically login to Voice Portal when I call from my phone will enable the User to sign in
to the Voice Portal without having to provide a password when they access it from their own
phone.
Click Save.
To access the Voice Portal menu users simply need to dial into this via any of the following options:
Dial Site Voice Portal extension number from their Primary device
Dial Site Voice portal number
Upon connecting to the voice portal, Users are prompted for their number and Passcode unless they
have activated their auto-login option on the Business Portal. Examples of automatically logging in
to the voice portal are as follows:
•
•
Users call their Site Voice Portal number from their own phone
Users call their mailbox from their own phone
On successful authentication, Users are presented with the main menu that offers the options
described earlier. (The voice portal presents only the options corresponding to the features assigned
to the user. If a user does not have the feature offered by the voice portal in their feature pack, the
option is not offered as part of the menu. For example Hotdesk Guest). Users then select the desired
option from the main menu and navigate through the menus by pressing the corresponding DTMF
keys on their phone.
User Menus
When using the Voice Portal, the following options will be given for that activity. The first time you
use the Voice Portal you will be asked to change your PIN. You now have the following options to
access the Voice Portal:
Dial the Voice Portal Number (Usually when you are out of office or using another phone)
Dial own extension number (when using own phone)
You will now receive the Com Pilot welcome and be asked to enter your extension and passcode.
Next you will receive the following options:
Main Voice Portal Menu Options
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1
Not Used
2
Change com-pilot express profile
3
Greetings Menu (takes you to sub menu)
4
Not Used
5
Not Used
6
Not Used
7
Hot Desking (If configured)
8
Change Passcode
9
Exit Voice Portal
#
Repeat options
Com Pilot Options Menu
Com Pilot Menu Options
1
Activate In -Office profile
2
Activate Out Of -Office profile
3
Activate Busy profile
4
Activate Unavailable profile
5
Not Used
6
Not Used
7
Not Used
8
Not Used
9
Activate No profile
*
Return to previous Menu
Greetings Menu
Greetings Menu Options
1
Record New Personalised Name
2
Listen to Current Personalised Name
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3
Delete Personalised Name
*
Return to previous Menu
Voice Portal Wizard
The Voice Portal Wizard is optionally assigned to Sites, and assists Users the first time they log into
the Voice Portal. Upon logging in, Users are guided through the following steps:
Change Passcode on first use (or after the Group or Company Administrator has reset it)
Record personalized name
When the Voice Portal Wizard is active for a Site, all Users must go through the wizard before they
can use the Voice Portal for the first time. The passcode rules enhance the Voice Portal security by
providing a set of rules to minimize Voice Portal access by unauthorized parties. HV.SELECT defines
a system level default Voice Portal Passcode rule. When the CP Administrator has the Voice
Messaging Group feature authorized for the Customer and Site(s), the HV.Select default system
Passcode rule is applied. The Voice Portal Passcode rules as defined by HV.Select cannot be
overridden at the Customer/Enterprise or Site level or at the individual User level for reasons of
security. The Passcode rules are described below and apply each time a User changes their
Passcode. Users have to select a Passcode that follows the rules defined by HV.Select. If the
Passcode they have selected does not comply with these rules it is rejected, and they will be prompted
to enter another one.
The following rules are defined by HV.Select.
Passcode length –The length of the Passcode must be between 4 and 6 digits.
Trivial Passcode –This rule rejects Passcodes that are considered trivial:
 Repeated digits (for example, 11111, or 22222)
 Sequential digits
 A sequence of more than 2 digits either ascending or descending (for
example 1234, 4321)
 Repeated sequences
 whether ascending or descending, a sequence of digits cannot be repeated
(for example, 234234 or 432432)
 The user’s own extension number
 The user’s own extension number reversed
 Any portion of the passcode cannot be the user’s extension number (for
example, if the Extn is 435 the user cannot set a passcode of 1435)
Repeated Passcode – This rule rejects the Passcode that is the same as the previous Passcode
or a reversal of the previous Passcode.
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This rule starts a timer when the User changes their Passcode. The change can be performed through
the Business Portal on the User’s Service Settings page or the Voice Portal voice menu. When the
timer expires, Users will receive system generated voice prompts requesting that they select a new
Passcode before they are granted access to their Voice Portal.
The User hears a system
announcement:
“Your Passcode is expired; please enter a new one now to get access to the Voice Portal. Please
enter the new Passcode, followed by # sign.”
The new Passcode can be selected via the Business Portal Service Settings page or through the
Voice Portal voice menu. The User will be asked to confirm their new passcode.
HV.SELECT has defined the Passcode Aging timer at the system level to ensure security and
minimise the potential of access from authorised persons. It is set at 60 days and cannot be
overridden at the Site level or at the individual User level.
Passcode Lockout
This feature locks out a User’s Voice Portal access after 5 unsuccessful login attempts in a row.
HV.Select has defined the number of attempts before a User becomes locked out at the system level.
This cannot be overridden at the Customer/Enterprise or Site level or at the individual User level.
When locked out, a User Voice Portal account must be reset by the Group or Company Administrator
through the User’s Service Settings, Service Passwords page on the Business Portal before it can
be used again. If the User tries to log in when the account is locked out, the User will hear the following
system announcement, “Your voice portal access is locked out. Please contact your group
administrator to reset the Passcode. This operation cannot be completed at this time. Please hang
up and try again later.”
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Add-Ons – Fixed User
The following add-ons are listed alphabetically and all are available to give as extras to Fixed Users
but do incur additional charges. Add-ons available on Functional Uses can also be given to Fixed
Users.
The list of add-ons provided can be seen by the Administrators and the User from with the Business
Portal by selecting the Service Offerings button:
Clicking on this button will provide the user with the list of any add-ons that have been given to them.
Please note features that are available in areas of the portal, other than the ‘Features’ or ‘Applications’
tab will not appear in this list, i.e. Call Analytics
These add-ons will either be:
Features available to configure in the Business Portal
Applications to download from the Business Portal
Applications to download from other sources
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Busy Lamp Field
Description
The Busy Lamp Field (BLF) feature a l l o w s a n o t h e r u s e r t o monitor another user’s call state,
through Busy Lamp Field LED’s, available on an IP Phone or IP Phone attendant console (sidecar).
Users can be subscribed to a list of Users to monitor, and receive notifications of the busy/idle state
of the monitored Users.
For a full list of supported IP Phones and devices, please refer to the Product Handbook.
Function
The Busy Lamp Field feature supplies the ability to use the "busy lamp" fields on an I P p h o n e
o r attendant console phone to monitor the busy/idle status, pick up a ringing call and ‘one touch’
transfer a call for a specified set of Users. This feature is particularly useful to operators and
receptionists who need to handle and distribute calls on behalf of a group of Users.
BLF is a User level feature that supports the provisioning of an ordered list of monitored Users. This
list of monitored Users requires a unique identifier in the form of a SIP URI. The list SIP URI
addressing must be in the form of the BLF User’s DDI in E.164 format and the subscription domain
of the Customer. This ensures the list of monitored Users will operate correctly and be recognized
by the system. The list SIP URI must be in the following format:
441234123456@subscription.domain
The signalling for the Busy Lamp Field feature is carried via TCP, (not UDP). Please take this in to
account when advising your Customers on firewall configuration.
The initial NOTIFY for the subscription contains the full state of all the Users in the order specified
in the BLF configuration file. The monitored Users are automatically populated in the configuration
file. If the customer requires changes to the monitored User list they can alter the Busy Lamp Field
list in the Business Portal by adding or removing members until they appear in the order the customer
requires. Rebooting the device may be required to reorder the keys to match the configuration file.
In general the colours of the BLF LED’s are:
Green = idle status
Red (Blinking) = ringing (alerting)
Red = busy
Orange = configuration error
The BLF User is able to pick up a ringing call and transfer an active call to any monitored User using
the monitored User’s BLF key.
The monitored User does not have to be provisioned on the same site as the BLF User to perform
transfers.
The monitored User MUST be provisioned on the same site as the BLF User to enable the Call
Pick Up functionality
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Location Dialling Codes do not need to be configured to enable this functionality. If Location
Dialling Codes are configured the Location Dialling Code plus the extension number will
display on the destination User’s phone.
The maximum number of Users that can be provisioned and monitored in the system is
limited to 50 in the Busy Lamp Field list.
Configuration/Operation
The BLF add-on will need to be added to the User from with the Business Zone Ordering portal before
it is available to configure in the Business Portal.
The Group or Company Administrator will need to customise the User’s device using the Device
Management Site Feature, navigate to:
Sites (select a Site) > Device Management > Devices
Check the BLF checkbox for the device assigned to the Employee that requires the Busy Lamp
Field configuration on their device:
Click Save at the bottom of the page.
The User, Group or Company Administrator can then configure the Busy Lamp Field list of monitored
User’s through the User’s Features page in the Business Portal. The list should contain the Users
whose busy/idle status you want to be able to monitor using a supported IP Phone or attendant
console phone. Navigate to:
Employees (select employee) > Features > Busy Lamp Field
Enter the ‘Sip URI for List of Users’ in the field provided.
The SIP URI must be the BLF User’s DDI in E.164 format.
441234123456@subscription.domain.
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For example,
HV.Select User Features
Select the Users that are to have their busy/idle status to be monitored from the AVAILABLE
USERS list on top.
Click ‘Add’ to move them to the ASSIGNED USERS table at the bottom.
The order of Users in the list you create will correspond to the line appearance order on the supported
device. In other words, the first User in the list on the Busy Lamp Field page is listed on the first
available line appearance for BLF on the device and so on until all the Users appear on a key or all
the available line appearance keys are used. You can control this order by using the up/down buttons
next to each Assigned User.
Click Save.
Please note a reboot of the IP Phone may be required to download the new BLF configuration file.
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Limiting Conditions
For ‘Call Pick Up’ of a ringing call using the BLF key of the monitored User, the Users need to be
configured in a Call Pick Up Group.
Call Pick Up is only supported for monitored Users provisioned on the same site as the BLF User.
As the BLF key performs an automatic ‘One Touch’ transfer, if the BLF User needs to perform a
Consultative transfer to a monitored User the process is different to the standard Consultative transfer
to a user not on the BLF Monitored User list.
For the BLF User to perform a Consultative transfer to a monitored User the process is: During an Active Call: Press Hold
Press the required monitored User’s BLF key
Wait until the monitored User answers
Press the ‘Xfer line’ softkey
The Feature Access Code for Call Pick Up, *98, will pick up the longest ringing call of the users
configured in the Call Pick Up Group. The FAC for Call Pick Up can be configured in the phone’s
directory if a key is available.
Directed Call Pick Up, *33, must be manually dialled to pick up a specific call.
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Fax Messaging
Description
This feature allows users to receive a fax and email it to the message store along with their other
messages (voicemails).
A notification is sent for fax messaging, that is separate from voice
messaging. From the telephony user interface, fax messages are treated like voice messages.
A user can listen to the header or envelope, and delete the message. In addition fax messages can
be sent as an attachment to a user or group e-mail address, from which they can be viewed, printed,
or forwarded to another user.
Function
The Fax Messaging service requires the Voice Messaging (Voicemail) User feature to be assigned
and configured to function properly.
The feature can be turned on and off by an end user through the web portal. An administrator can
assign a phone number and extension where faxes can be received for each end user with the Fax
Messaging feature assigned. This number is read-only for end users and cannot be the same as the
user’s DDI Telephone Number used for voice calls.
This number, as is true with the user’s DDI, is taken from the pool of numbers assigned to the Site. If
provisioned as a fax number, it cannot be used for anything else at the same time.
When the feature is assigned to a user, the current profile for voicemail management is used.
The user can choose to have notifications sent via e-mail, the fax sent as an attachment via voicemailto-email, check for received messages via the voice portal, use MWI on their device (if available) to
indicate a new message, and so on.
Configuration/Operation
Fax Messaging is available as a User Feature within a User Feature Package. Fax Messaging
requires Voicemail to be assigned to the User in order to function correctly.
In order to use Fax Messaging a User must have:
Voicemail in their license pack
The Fax Messaging Feature is available to configure in the Business Portal under:
Employees (select an existing User) > Features > Fax Messaging
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In the business portal, an end user can see their Fax Messaging configuration from the “Features
page. But, they can only toggle it on or off.
Note, end users are not allowed to modify the phone number or extension. Admins can access this
same page, but they have modification access, which means they can set and change the phone
number and extension.
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Enable/disable Fax Messaging as required. Administrators can select a Phone Number and enter an
Extension. This will be the Fax Messaging number for the user and all inbound calls to this number
will be treated as faxes.
Receiving Faxes
Incoming faxes terminate on the fax messaging number provisioned for the user. The caller uses
the T.38 protocol to identify itself as an incoming fax to the receiving number.
The fax image data, if successfully sent, is converted to a TIFF file, and then sent to the user’s
voice mailbox for later retrieval.
Incoming fax calls generate terminating accounting records.
Note that the user must have the Fax Messaging feature assigned and enabled, and the Voice
Messaging (Voicemail) User feature assigned and enabled as well to receive a fax.
If a user has Fax Messaging disabled, then calls to the fax number are rejected.
If a user has Fax Messaging enabled, but does not have either the Voice Messaging feature
assigned, then calls to the fax number are rejected.
If the user has Fax Messaging enabled and the Voice Messaging User feature is assigned but
not enabled, then calls to the fax number are rejected.
Fax Storage
Fax messages are subject to the same message aging, message size, and mailbox size limitation as
voice messages and are stored as TIFF image files.
Max Message Age
15 days
Max
Length
2 minutes
Message
Mailbox Size
30 minutes = ~ 10MB
In order to delete faxes Users must access their voice portal, follow the IVR menu and select the
option to delete – see section 4.5 below. If a User has configured the Voice Messaging feature to
‘Forward new messages to this email address’ and ‘Use unified messaging’ is not selected then voice
and fax messages will not be stored in the User’s mailbox. Instead all messages, including fax
attachments will be sent straight to the email address specified. This means that users do not have
to access their voice portal to delete messages as they are not stored on the platform with this
configuration.
Fax Notification
A notification is sent as a MWI to the user’s device, if supported, the same as for audio messages.
An e-mail notification is also sent, if the user has provisioned e-mail notification.
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The body of the e-mail indicates that the message attachment is a fax document. The fax
document is not attached to this e-mail notification.
Example of an e-mail notification of received fax:
Date: Tue, 28/08/2012 13:34
From: voicemessage@yourvm.co.uk
To: John Smith
Subject: Incoming Fax Mail from 01234567890
01234567890
Fax Retrieval
Faxes can be retrieved using a standard e-mail client, and displayed using any software that can
display TIFF files, if the user has provisioned his or her messaging profile for messages to be sent
via e-mail.
Example of an e-mailed fax message with attachment:
Date: Tue, 28/08/2012 13:34
From: voicemessage@yourvm.co.uk
To: John Smith
Subject: Fax Message Attached from 01234567890
Time: Aug 28, 2012 1:34 PM
Fax Message Attached <01234567890_20120828_1334.tif>
The software that can be used to view attached TIFF images include:
Windows Paint
Windows Picture and Fax Viewer
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In order to receive faxes as email attachments Turn on Voicemail and add an Email Address in the
User’s Voicemail feature in the Business Portal:
Click ‘Configure’
This means that voice and fax messages are stored in the User’s voicemail for access and
management via their Voicemail service (1571), but are also sent to the specified email address with
the voice or fax message attached.
Voice Portal
Faxes that have been received at a user’s Voicemail can be retrieved via their 1571 voicemail service
along with voice messages. In this case, the messaging IVR is enhanced to provide a verbal
notification that a message is a fax, and allows the user to review the envelope (time of reception,
and number of pages).
The message envelope includes an indication that a fax is included in the retrieved message, by
appending the phrase “fax” to the message announcement.
For example:
“First message, fax” → reception time, number of pages
“Next message”→ message playback (for audio or video)
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After the message envelope plays, the following options are available to the user:
Print fax
Save the fax and skip to the next message by pressing 2
Go to the next message by pressing #
Delete the fax by pressing 3
Return to the previous menu by pressing * (star)
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UC Business inc. Skype for Business Plug-In
Description
UC Business provides the following functionality:
•
Desktop softphone application enabling:
 Voice and Video Calling – using inbuilt softphone or via hard- phone
 Call Centre Agent Login – when agent is assigned to an ACD
•
Instant Messaging and Presence (IM&P) from the provided applications
•
Microsoft Skype for Business Plug-In
Inbuilt within the applications are some basic feature control which can be used to control the following
features whilst away from the Business Portal:
•
Call Director
•
Remote Office
•
Call Forwarding
•
Do Not Disturb
•
Hide Number
•
Outgoing Call (Wi-Fi or Carrier) (only available on the Smartphone and tablet clients)
•
Simultaneous Ring Personal
•
Call Centre Agent Login (only available on the Desktop client)
Function
UC Business provides the User with a Desktop PC installed softphone application that can be used
instead of a physical hard phone. A user simply needs a headset connected to the PC to be able to
hear audio as well deliver audio to the recipient. All call functions and controls are initiated within the
application from the PC. Additionally UC Business enables all Users with the client to Instant
Messaging each other using the Chat function, and their presence status will update when they are I
a call.
Alternatively, UC Business enables a User to use this PC installed softphone application alongside a
physical hard phone. Using the preferences in the application, outbound calling can switch between
using the softphone or the physical hard phone. Where the application uses the hard phone, it
initiates the call to the phone and takes the phone of hook via the speakerphone. If a suitable headset
is plugged into the hard phone with an Electronic Hook Switch cable, then the outbound call will be
sent directly to the headset.
As this is deployed as a Shared device, using the Shared Call
Appearance 5 feature, it uses the Users single business number to make and receive calls.
Additionally UC Business enables all Users with the client to Instant Message each other using the
Chat function, and their presence status will update when they are I a call.
UC Office Skype for Business enables a User to use this PC installed softphone application plug-in
instead of a physical hard phone. A user simply needs a headset connected to the PC to be able to
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hear audio as well deliver audio to the recipient. All call functions and controls are initiated within the
Skype for Business application, or the plug-in can be used. UC Office Desktop and Skype for
Business cannot be used together, only one can be used. When the Skype for Business Application
is used, all Instant Messaging functionality is turned off as the Microsoft client controls that. Presence
is included though and will update the Microsoft client with availability.
Alternatively, UC Office Skype for Business enables a User to use this PC installed softphone
application plug-in alongside a physical hard phone. Using the preferences in the application,
outbound calling can switch between using Skype for Business via the softphone or Skype for
Business can initiate calls on the physical hard phone. Where the application uses the hard phone,
it initiates the call to the phone and takes the phone of hook via the speakerphone. If a suitable
headset is plugged into the hard phone with an Electronic Hook Switch cable, then the outbound call
will be sent directly to the headset. As this is deployed as a Shared device, using the Shared Call
Appearance 5 feature, it uses the Users single business number to make and receive calls. When
the Skype for Business Application is used, all Instant Messaging functionality is turned off as the
Microsoft client controls that. Presence is included though and will update the Microsoft client with
availability.
Configuration/Operation
For guidance on how to download, install, configure and use this application for use on a Fixed User
License, please refer to the following application user guides available on the Document Centre:
HV.Select Office UC Desktop – Application User Guide
HV.Select Office UC Skype for Business – Application User Guide
If add this add-on to a Mobile User then you will also need to refer to the following guides:
HV.Select Office UC Smartphone – Application User Guide
HV.Select Office UC Tablet – Application User Guide
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UC Team inc. My Room and Skype for Business Plug-In
Description
UC Team provides the following functionality:
•
Desktop softphone application enabling:
 Voice and Video Calling – using inbuilt softphone or via hard- phone
 Call Centre Agent Login – when agent is assigned to an ACD
•
Instant Messaging and Presence (IM&P) from the provided applications
•
Microsoft Skype for Business Plug-In
•
Personal Audio Conferencing for up to 8 people
•
Personal Web Collaboration and Desktop Sharing (My Room)
Inbuilt within the applications are some basic feature control which can be used to control the following
features whilst away from the Business Portal:
•
Call Director
•
Remote Office
•
Call Forwarding
•
Do Not Disturb
•
Hide Number
•
Outgoing Call (Wi-Fi or Carrier) (only available on the Smartphone and tablet clients)
•
Simultaneous Ring Personal
•
Call Centre Agent Login (only available on the Desktop client)
Function
UC Team provides the User with a Desktop PC installed softphone application that can be used
instead of a physical hard phone. A user simply needs a headset connected to the PC to be able to
hear audio as well deliver audio to the recipient. All call functions and controls are initiated within the
application from the PC. UC Team uses the UC Business functionality to enable all Users with the
client to Instant Messaging each other using the Chat function, and their presence status will update
when they are I a call. Additionally it provides the User with the ability to share their Desktop on the
client, set-up a web-based sharing session, use the Smartphone client, and provides an 8 person
audio conferencing facility.
Alternatively, UC Team enables a User to use this PC installed softphone application alongside a
physical hard phone. Using the preferences in the application, outbound calling can switch between
using the softphone or the physical hard phone. Where the application uses the hard phone, it
initiates the call to the phone and takes the phone of hook via the speakerphone. If a suitable headset
is plugged into the hard phone with an Electronic Hook Switch cable, then the outbound call will be
sent directly to the headset.
As this is deployed as a Shared device, using the Shared Call
Appearance 5 feature, it uses the Users single business number to make and receive calls. UC Team
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uses the UC Business functionality to enable all Users with the client to Instant Messaging each other
using the Chat function, and their presence status will update when they are I a call. Additionally it
provides the User with the ability to share their Desktop on the client, set-up a web-based sharing
session, use the Smartphone client, and provides an 8 person audio conferencing facility.
UC Office Skype for Business enables a User to use this PC installed softphone application plug-in
instead of a physical hard phone. A user simply needs a headset connected to the PC to be able to
hear audio as well deliver audio to the recipient. All call functions and controls are initiated within the
Skype for Business application, or the plug-in can be used. UC Office Desktop and Skype for
Business cannot be used together, only one can be used. When the Skype for Business Application
is used, all Instant Messaging functionality is turned off as the Microsoft client controls that. Presence
is included though and will update the Microsoft client with availability.
Alternatively, UC Office Skype for Business enables a User to use this PC installed softphone
application plug-in alongside a physical hard phone. Using the preferences in the application,
outbound calling can switch between using Skype for Business via the softphone or Skype for
Business can initiate calls on the physical hard phone. Where the application uses the hard phone,
it initiates the call to the phone and takes the phone of hook via the speakerphone. If a suitable
headset is plugged into the hard phone with an Electronic Hook Switch cable, then the outbound call
will be sent directly to the headset. As this is deployed as a Shared device, using the Shared Call
Appearance 5 feature, it uses the Users single business number to make and receive calls. When
the Skype for Business Application is used, all Instant Messaging functionality is turned off as the
Microsoft client controls that. Presence is included though and will update the Microsoft client with
availability.
Configuration/Operation
For guidance on how to download, install, configure and use this application for use on a Fixed User
License, please refer to the following application user guides available on the Document Centre:
HV.Select Office UC Desktop – Application User Guide
HV.Select Office UC Skype for Business – Application User Guide
If add this add-on to a Mobile User then you will also need to refer to the following guides:
HV.Select Office UC Smartphone – Application User Guide
HV.Select Office UC Tablet – Application User Guide
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HV.Select User Features
Mobile User License Features
The following features are listed alphabetically and are extra features available within the Mobile User
License pack. All features listed in the Functional User anf Fixed User packs are available as
standard. Any chargeable add-ons/extras that can be added to this License pack are included in the
Add-On’s section of this document.
The full feature list can be seen by the Administrators and the User from with the Business Portal by
selecting the Service Offerings button:
Clicking on this button will provide the user with the list of features available to them. Please note
features that are available in areas of the portal, other than the ‘Features’ page will not appear in this
list, i.e. Additional Line.
These features are then available to configure from the Features page on the Business Portal.
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HV.Select User Features
If an administrator does not want a User to have access to this feature then this can be removed from
the User. Simply click on the Feature Assignment button from the Business Portal and removing the
feature by unticking the box.
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Hot Desking Guest
Description
Hot Desking Guest, included in the Mobile User license, allows a User to temporarily log onto another
user’s phone, providing it has the Hot Desking Host license enabled. They can also make calls from
this device which will present their own number, from their pre-existing HV.SELECT account, to other
users.
Function
Users with the Hot Desking Guest feature can assign and associate themselves with a Hot Desking
Host User Device through the Business Portal or through the Voice Portal menus.
Once an
association is made between a Guest User and a Host User Device, the Device configured on the
Host User is associated to the Guest User for a temporary period of time.
Calls made to and from the Guest User will use the Guest User’s available features and Calling Line
ID and the Host User’s Device. Calls initiated through the Toolbar by the Guest User will use the Host
User’s Device. The Guest User’s primary device will be unreachable and unable to receive calls whilst
they are associated with the guest.
Calls made to the Host User account will trigger a not-reachable condition, and available features
configured for this condition on the Host User will execute. The behavior is similar to the Host User
having no assigned device or being unregistered on the platform.
Please be aware of the following points around emergency calls behavior on Hot Desking:
All non-emergency calls placed from the Guest User’s primary device will be blocked while the
Guest User is associated to the Host User’s Device.
Emergency calls made from the Guest User’s primary device will not be blocked.
All non-emergency calls made by the Guest User from the Host User’s Device will use the
outgoing Calling Line ID of the Guest User.
Emergency calls made by the Guest User from the Host User’s Device will use the outgoing
Calling Line ID of the Host User Device. This is required so that emergency services will have
the physical location of the Guest User.
Once a Guest User disassociates themselves from the Host User Device, the Host User Device is
free to accept associations from other Guest Users. If there are any active calls up when a Guest
User disassociates themselves from a Host User Device, those calls are allowed to complete
normally. Once the disassociation is complete the available features of the Guest User that are
configured for their primary device now operate for incoming or outgoing calls to the Guest User’s
primary location.
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HV.Select User Features
Configuration/Operation
Hot Desking Guest is configurable at a User level through the User’s Feature Settings page in the
Business Portal or via the Voice Portal.
To associate in the Business Portal, navigate to:
Employees > Features > Hot Desking Guest
Select the ‘Turn on Hot Desking Guest’ check box to enable the feature.
In the ‘Association Limit’ field specify the maximum time in hours that any Guest User can be
associated to the Host User Device account. Once this expires it will automatically dissociate
a guest from a host.
Select an available hosts followed by Save.
To disassociate a Guest User from a Host User Device, simply uncheck the box and click Save.
To associate via the Voice Portal menus:
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HV.Select User Features
Dial the Voice Portal telephone number from the Hot Desking Host.
Enter your Voice Portal Passcode followed by the hash key (#).
Select option 7 to choose the Hot Desking Options Menu (announcement will call it Hotelling).
Follow the Menus and select the appropriate actions. Your options are:
Option 1 - Check Host Status
The system provides an indication of whether the Host User Device is associated with a Guest
User, and indicates the identity of the associated Guest User if one is associated to the
particular Host Device. The associated Guest User is identified by their recorded name (if
available) and a phone number or extension.
Option 2 – Association
If the Host User Device is not currently associated with a Guest User then the User is played a
message indicating the association was successful. The Guest association timeout is
automatically set to the association time limit value configured for the Host.
If the Host User Device is already associated to another Guest User, then the request is denied
and the User is informed that another Guest User is associated to this Host User Device.
If the Guest User is already associated to another Host User Device, then that association is
terminated and a new association is made with the current Host User Device. The Guest
User is played a message indicating that the association was successful.
Option 3 – Disassociation
If the disassociate option is chosen, the associated Guest User is disassociated from the Host
User’s Device. If the Guest User is not the current user associated with the host, then the
request is denied and the Guest User is informed that they are not currently associated with
this Host User Device.
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HV.Select User Features
Office UC for Smartphone
Description
Office UC provides Users with an application and series of features to enable Unified
Communications across one or many devices. Office UC for Smartphone when deployed as part of
a Mobile License, where UC Business or Team have not been enabled, provides a User with:
Smartphone application enabling:
Voice and Video Calling – using inbuilt softphone or native dialler
The application is supported on both Apple iOS and Google Android OS smartphones.
Inbuilt with the application is some basic feature control which can be used to control the following
features whilst away from the Business Portal:
Do Not Disturb
Call Forwarding
Remote Office
Hide number
Call Director
Outgoing Call (Wi-Fi or Carrier)
Simultaneous Ring Personal
Function
Office UC for Smartphone enables a User to use this smartphone installed softphone application
alongside a physical hard phone or our Office UC Desktop and Tablet applications. A user simply
needs to open the application on the smartphone and they can then initiate calls from the application
over either Wi-Fi or via the Users carrier. As this is deployed as a Shared device, using the Shared
Call Appearance 5 feature, it uses the Users single business number to make and receive calls.
Likewise all call functions and controls are initiated within the application from the Smartphone.
Alternatively, but not recommended, Office UC for Smartphone enables a User to use this
smartphone installed softphone application instead of a physical hard phone. A user simply needs
to open the application on the smartphone and they can then initiate calls from the application over
either Wi-Fi or via the Users carrier. All call functions and controls are initiated within the application
from the Smartphone.
Configuration/Operation
For guidance on how to download, install, configure and use this application for use on a Fixed User
License, please refer to the following application user guides available on the Document Centre:
HV.Select UC Office Smartphone – Application User Guide
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HV.Select User Features
Office UC for Tablet
Description
Office UC provides Users with an application and series of features to enable Unified
Communications across one or many devices. Office UC for Tablet, when deployed as part of a
Mobile License, where UC Business or Team have not been enabled, provides a User with:
Tablet softphone application enabling:
Voice and Video Calling – using inbuilt softphone or native dialler
The application is supported on both Apple iOS and Google Android OS tablets.
Inbuilt with the application is some basic feature control which can be used to control the following
features whilst away from the Business Portal:
Do Not Disturb
Call Forwarding
Remote Office
Hide number
Call Director
Outgoing Call (Wi-Fi or Carrier)
Simultaneous Ring Personal
Function
UC Office for Tablet enables a User to use this tablet installed softphone application alongside a
physical hard phone or our Office UC Desktop and Smartphone applications. A user simply needs
to open the application on the tablet and they can then initiate calls from the application over either
Wi-Fi or via the Users carrier. As this is deployed as a Shared device, using the Shared Call
Appearance 5 feature, it uses the Users single business number to make and receive calls. Likewise
all call functions and controls are initiated within the application from the tablet.
Alternatively, but not recommended, Office UC for Tablet enables a User to use this smartphone
installed softphone application instead of a physical hard phone. A user simply needs to open the
application on the tablet and they can then initiate calls from the application over either Wi-Fi or via
the Users carrier. All call functions and controls are initiated within the application from the tablet.
Configuration/Operation
For guidance on how to download, install, configure and use this application for use on a Fixed User
License, please refer to the following application user guides available on the Document Centre:
HV.Select UC Office Tablet – Application User Guide
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HV.Select User Features
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HV.Select User Features
Add-Ons – Mobile User
There are no specific add-ons for the Mobile User, all add-ons from the Functional and Fixed User
Licenses can be added.
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HV.Select User Features
Product Support & Fault Handling
CPs are required to undertake all 1st Line support directly from their customers. HV.SELECT will then
provide 2nd line support direct to you (our customer) and will liaise directly with our internal and
external suppliers for 3rd line support.
Feature Queries
If you have a query on how these features work or need any other guidance then please contact the
HV.SELECT Support Desk by using the fault ticketing system on Business Zone.
These types of queries will be classified as Priority 4, Informational ticket and will be responded to
in less than but no more than 5 working days. Mon – Fri 08:00 – 18:00hrs (excluding UK public and
bank holidays). Where there is a fault please raise the appropriate ticket using the appropriate Priority
Level as per the following:
P1, Critical Outage – Problems severely affecting the Service, traffic, billing, and maintenance
capabilities, and which require immediate corrective action. Target response is less than and
no more than 2 hours. Target restoration time is less than 4 hours (clock hours). Response
and restoration of Severity 1 tickets will be undertaken on a 24 x 7 x 365 basis.
P2, Major Impact – Problems that cause conditions that seriously affect system operation,
maintenance, and administration, and which require immediate attention. The urgency is less
than in critical situations because of a lesser effect on system performance. Target response
time is less than and no more than 4 hours (working hours). Target resolution time is less
than and no more than 8 hours (working hours).
Response and restoration of Severity 2
tickets will be from Mon –Fri, 08:00 – 18:00hrs.
P3, Minor Impact – Problems do not significantly impair the functioning of the system and do not
significantly affect the Service. Target response time is less than and no more than 8 hours
(working hours). Target restoration time is less than and no more than 24 hours (working
hours). Response and restoration of Severity 3 tickets will be from Mon –Fri, 08:00 –
18:00hrs.
P4, Information - This severity is restricted to “How To….” Questions and therefore handled as
non-service impacting. Target response time is less than but no more than 5 working days.
Mon – Fri 08:00 – 18:00hrs (excluding UK public and bank holidays).
Daisy shall aim to provide a solution within the above target timeframes. For P1, Critical Outage
and P2, Major Impact issues, HV.SelectT will aim to provide a temporary solution to temporarily fix
the fault with the Service while a permanent solution is developed.
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