Connected Office Voice...Connected Office Voice – PBX | Admin Guide | Part 1: Getting Started - Installing Phones . 11 Attaching the Base . Connecting the Handset Cord . The base

Connected Office Voice PBX System Administrator Guide

Connected Office Voice – PBX | Admin Guide | Table of Contents

1

9 Introduction 10 Installing Your Phones

10 Box Contents

11 Attaching the Base 11 Connecting the Handset Cord 12 New VoIP Service Installation

Guide 12 Phone Power 13 Network Lines 13 Automatic Configuration 14 VoIP to VoIP Installation Guide 14 Connect Your Phones 15 Phone Power 15 Porting Numbers 16 Dashboard 16 Create Your Account 17 Welcome Page

20 Auto Attendant Setup

22 BroadWorks Calling Features

22 BroadWorks Mobility 22 BroadWorks Receptionist

23 Hunt Group Setup 24 Voicemail Setup

25 Record a Busy Greeting 25 Record a No Answer Greeting 25 Listen to Messages

27 Introduction 28 Enterprise Profile

28 Company Info 29 Admin 30 Generalized User Report

31 Enterprise Directory Tab 32 Call Center Tab

32 Call Center Settings Tab

33 Agent Unavailable Codes

34 Default Code Settings


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35 Call Disposition Codes

36 Agent Default Settings

37 Call Routing Policies

38 Call Center Enhanced Reporting Branding

38 Call Center External Reporting Settings

39 Call Center Scheduled Reports Tab

39 Description and Template

40 Scheduling Details

43 Report Details

43 Report Timeframe

44 Call Center Selection

44 Performance Parameters

44 Destinations for Report Generation

46 Introduction 47 Dashboard

48 Users

48 Status

49 Name

50 Calls

52 Settings

53 Phone

54 Auto Attendants Tab

54 Name

55 Calls

56 Settings

58 Detailed Settings

62 Call Centers

62 Status

62 Name

63 Calls

64 Settings


76 Hunt Groups Tab

76 Status

77 Name

78 Calls

79 Settings



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86 Group Profile

87 Site Info

87 Location Info

88 Numbers

89 Web Passwords & Voice Passcode Rules

91 Administrators

93 Time Schedules

93 Edit a Time Schedule

94 Add a Time Schedule

95 Holiday Schedules

95 Edit a Holiday Schedule

96 Add a Holiday Schedule

97 Departments

98 Manage Users

98 Profile Tab

99 User Profile

103 Calling Features

104 My Calls

105 Utilities

106 Group Services

107 Auto Attendant

107 Profile Tab

111 Calling Features

112 My Calls

113 Utilities

114 Call Park

116 Call Pickup 117 Hunt Groups

118 Trunk Groups

118 Add a Trunk Group

119 Directory

119 Common Phone List

120 Personal Phone List

121 Enterprise Directory

122 Custom Contact Directories

123 Add Directories

124 Edit Directories

125 Disaster Redirect

126 Call Details


4

127 Appendix I: Calling Features

130 Aliases 131 Alternate Numbers 132 Anonymous Call Rejection 133 Automatic Callback 134 Automatic Hold/Retrieve

134 Holding a call 135 Retrieving a call 135 AHR recall 136 Configure automatic

hold/retrieve

137 Barge-In Exempt 138 BroadWorks Mobility

139 BroadWorks Mobility Settings

143 BroadWorks Receptionist

144 Busy Lamp Field 145 Call Centers 146 Call Forwarding

146 No Answer 147 Not Reachable

148 Call Forwarding Always

149 Call Forwarding Busy

150 Call Fowarding Selective

151 Call Notify

152 Call Recording

153 Call Transfer

154 Call Waiting

155 Calling Plans

155 Incoming Calling Plan

156 Outgoing Plan

156 Transfer Numbers

157 Outgoing Calling Plans

158 Collaborate – Audio

159 Add Rooms

160 Edit Default Settings

161 CommPilot Call Manager

162 CommPilot Express

163 Available – In the Office

164 Available – Out of the Office

165 Busy

166 Unavailable

166 None

167 Connected Line ID Restriction


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168 Directed Call Pickup with Barge-In

169 Distribution Lists 170 Do Not Disturb

171 Executive

172 Managing Assistants

173 Managing Filters

175 Managing Call Screening

176 Managing Alerts

177 Executive Assistant

178 Fax Messaging

179 Greetings

179 Notes

180 Configure Greetings

181 Group Night Forwarding

182 Hoteling

182 Hoteling Host

183 Hoteling Guest

184 Line ID Delivery Blocking

185 Meet-Me Conferencing

185 View Available Bridges

186 Mange Meet-Me Conferences

187 Moderator Client

187 Receive a Call to Join a Conference

188 Invite Attendees

188 Mange Conference Recordings

189 Outlook Integration

190 Personal Phone List

191 Priority Alert

192 Push To Talk

193 Remote Office

194 Selective Call Acceptance 195 Selective Call Rejection

196 Sequential Ringing

197 Service That Take Precedence

198 Available Options

199 View or Edit Entries

200 Adding a Rule

201 Shared Call Appearance

202 Simultaneous Ring

202 Enabling Simultaneous Ring

203 Modifying Settings

204 Add or Edit Rules


6

205 Speed Dial 8

206 Speed Dial 100

207 Third Party Voice Messaging

208 Voice Messaging

209 Voice Portal

210 Appendix II: Group Services

212 Account / Authorization Codes

212 Administration

213 Codes Management

213 Bulk Update

214 Auto Attendant

215 Profile

216 Business Hours/After Hours Tabs

217 Call Policies

218 BroadWorks Anywhere

218 Configure BroadWorks Anywhere

219 Privacy

220 BroadWorks Mobility

221 Call Center

221 Agent Unavailable Codes

222 Managing Codes

223 Call Disposition Codes

224 Agent Default Settings

225 Call Center Routing Policy

225 Call Center Enhanced Reporting Branding

225 Call Center External Reporting Settings

226 Calling Plans

226 Codes Management

227 Digit Strings

227 Transfer Numbers

228 Incoming Calling Plan

229 Outgoing Calling Plan

230 Call Types

231 Call Park

231 Call Park Settings

232 Settings for Group Call Park

232 Settings for All Parked Calls

233 Call Park Groups

234 Call Pickup 235 Collaborate Bridge


7

236 CommPilot Call Manager

237 Emergency Zones

238 Feature Access Codes 239 Group CLID

240 Group Night Forwarding

241 Group Paging

242 Hunt Group

244 Instant Group Call

245 Meet-Me Conferencing

245 Select Maximum Ports

245 Manage Settings

246 View Call History

247 Music On Hold

248 Series Completion

249 Trunk Group

250 Virtual On-Net Enterprise Extensions

250 Adding Users

251 Adding User Ranges

252 Modifying Users

253 Voice Portal

Connected Office Voice – PBX | Admin Guide | Part 1: Getting Started

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Part 1: Getting Started

Connected Office Voice – PBX | Admin Guide | Part 1: Getting Started

9

Introduction

Connected Office Voice is Cincinnati Bell’s cloud-based VoIP solution delivered over any 10 Mbps+ broadband connection.

Easy to use and manage, COV scales quickly in increments of one, or choose to upgrade to Connected Office Voice Premium, a fully-managed, customizable hosted voice solution.

This guide will help system administrators install phones, as well as set up and access Connected Office Voice features through the online portal.

Connected Office Voice – PBX | Admin Guide | Part 1: Getting Started - Installing Phones

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Installing Your Phones

Box Contents

To get started with your new Connected Office Voice PBX system, make sure you received all of the following components in the shipment of Polycom phones.

NOTE: The phone model you receive may vary from the model pictured here; however, the following installation steps apply to all Polycom phone models.

In your shipment, you should have received:

1. A Polycom phone

2. A handset

3. A phone base

4. A handset cord

5. A network cable

6. A 48-volt power adapter

2 1

3

4 5

6

Connected Office Voice – PBX | Admin Guide | Part 1: Getting Started - Installing Phones

11

Attaching the Base

Connecting the Handset Cord

The base is connected to one of three slots on the back of the phone, each positioning the phone at a different height.

Insert the base into your chosen slot on the back of the phone to achieve your desired angle.

If the angle is incorrect, you can remove the base and reposition it by pulling the base straight out of the slot and then inserting it into your desired slot.

Press the straight end of the handset cord into the grooved slot on the back of the phone.

Attach one end of the handset cord into the handset port on your Polycom phone (1), and plug the coiled end of the handset cord into the handset (2).

1

2

Connected Office Voice – PBX | Admin Guide | Part 1: Getting Started - New VoIP Service

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New VoIP Service Installation Guide

If you are installing VoIP service for the first time, please follow these instructions. If you are transitioning your current VoIP service to Cincinnati Bell Connected Office Voice, please skip to the VoIP to VoIP Installation Guide.

Phone Power

If your phones are not Powered Over Ethernet (POE), you will need to connect the 48-volt power adapter to the POWER port on the back of the phone.

Plug the other end of the power adapter into an electrical outlet.

NOTE: Whether or not your phones are POE is determined by the type of network switch being used in your Connected Office Voice system


13

Network Lines

Automatic Configuration

To function properly, your Polycom phone must be connected to the public Internet via a network cable (provided in your shipment).

Plug the network cable into the network port (1), and plug the other end of the cable into either a ROUTER or an ETHERNET CONNECTION.

*OPTIONAL: Connect your PC to the PC PORT (2) for enhanced network performance. An additional network cable is necessary to complete this optional step.

Your phone will connect to the Internet and automatically receive the design configuration that has been specifically created for your individual phone system.

Depending upon this configuration, your phone may go through the reboot process several times before it becomes usable.

This process should take approximately 5 minutes.

2 1


14

VoIP to VoIP Installation Guide

Connect Your Phones

If you are changing to Connected Office Voice from an existing VoIP service and you do not have an available Ethernet cable, follow the instructions below to complete setup of your new phone system.

While this is not an optimal setup, you will be able to migrate your service without the added expense of additional wiring. You can use this setup until your existing numbers are ported to the Cincinnati Bell

Your current setup should resemble the images to the right.

Two Ethernet cables should be plugged into the back of your phone – from the NETWORK PORT (1) to a router or Ethernet port, and from the PC PORT (2) to your computer.

Disconnect any Ethernet cables currently plugged into the PC PORT (2) on the back of your existing phone.

NOTE: Your computer will lose network connectivity while this cable is unplugged

Connect one end of the Ethernet cord provided in your shipment into the PC PORT (2) of the existing phone.

Connect the other end of the Ethernet cord into the NETWORK PORT (1) of the new phone.

2 1

Connected Office Voice – PBX | Admin Guide | Part 1: Getting Started - VoIP to VoIP Install

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Phone Power

The end result should resemble the image to the right.

Porting Numbers

If your phones are not Powered Over Ethernet (POE), you must connect the 48-volt power adapter into the POWER port on the back of your phone.

Plug the other end of the power adapter into an electrical outlet.

When the porting process is complete, Cincinnati Bell will notify you by email that the phones are ready to use.

Remove the network cable from the original phone and move it to the NETWORK PORT of the new phone.

NOTE: Your computer will lose network connectivity while the cable is disconnected.

Connected Office Voice – PBX | Admin Guide | Part 1: Getting Started – Dashboard

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Dashboard

Create Your Account

To create your Connected Office Voice Administrator account, go to https://portal.evolve.cbts.net/auth/login/

On the Login screen, use your Administrator Username and Password to log into the Dashboard.

The online Connected Office Voice Dashboard allows you to control all user, group, and enterprise features.

https://portal.evolve.cbts.net/auth/login/


17

Welcome Page

When you log in as an administrator, you will be taken to the Admin Portal, which provides access to admin-only tools and allows you to configure account-wide settings.

On the left-hand side of the screen, you will see Enterprise, Group, and User dropdown menus.

Functionality throughout the portal will change based on the selections you make within these drop-down lists.

Connected Office Voice – PBX | Admin Guide | Part 2: Frequently Asked Questions

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Part 2: Frequently Asked Questions


19

The information below will help you setup some common features:

• Auto Attendant

• BroadWorks Calling Features

• Hunt Groups

• Voicemail


20

Auto Attendant Setup

The Auto Attendant service provides an automated receptionist to direct incoming calls. You can define different menu options for Business Hours and After Hours.

To access your Auto Attendant settings through the online portal:

1. Login with your administrator ID and password

2. Select your Group from the dropdown menu to access the Group Dashboard

3. Under Auto Attendants, click the icon to access Settings

4. From the and tabs:

a. Choose to use the default greeting, or upload a

personal greeting by clicking

b. Check the box to enable First-Level Extension Dialing, which allows callers to enter their party’s extension without waiting through the menu options

c. Define an Action from the dropdown menu for each key you wish to use in your Auto Attendant menu, and give each key a Description

Click to keep your changes.


21

For more help, see the Auto Attendant section.

You may also record your Business Hours and After Hours greetings from any IP phone in your network with your Voice Portal Number.

From any IP phone in your network:

1. Dial the extension of the Voice Portal Number

2. When prompted for the Mailbox ID, enter the extension of your Voice Portal Number

3. Enter your passcode, followed by the # (pound) key

4. Press 1 to change your Auto Attendant greeting NOTE: If you have more than one Auto Attendant, enter the extension of the attendant you wish to modify

5. Press 1 to change your Business Hours greetings, or press 2 to change your After Hours greetings

6. From the Business Hours (1) or After Hours (2) menu:

a. Press 1 to record a new greeting

b. Press 2 to listen to your current greeting


22

BroadWorks Calling Features

BroadWorks Mobility

Under BroadWorks Mobility, you can modify the following settings:

• Indicate if you wish to use the Service Provider Settings or Group Settings

• Enable or disable Location Services

• Enable or disable MSRN Lookup

• Enable or disable Mobile State Checking

• Enable or disable Deny Call Originations – this option blocks outgoing calls

• Enable or disable Call Terminations – this options blocks incoming calls

BroadWorks Receptionist

BroadWorks Receptionist is an advanced Auto Attendant Console designed to meet the specific needs of an operator, including advanced call control, contact directories, and phone status.

Under BroadWorks Receptionist, you can add or remove Assigned Users.

For help adding users to your BroadWorks Receptionist, see the Agents section.

To access your BroadWorks Calling Features through the online portal:


2. Select a user from the dropdown menu to access the user’s Calling Features


23

Hunt Group Setup

For detailed instructions on adding agents or users to a Hunt Group, see the Agents section.

For more help, see the Hunt Group section.

A Hunt Group automatically processes incoming calls received by a single phone number by distributing them among a group of users or agents.

To access your Hunt Group settings through the online portal:


2. Select the Group from the dropdown menu to access the Group Dashboard

3. Under Hunt Group, click the icon to access Settings

4. Select a Group Policy from the available options – this determines how incoming calls are routed to available agents

5. Select your No Answer settings from the available options – you may skip to the next available agent and/or forward a call after a designated period

6. Assign Available Users to the Hunt Group



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Voicemail Setup

The Voice Portal page allows you to configure the voice portal and voicemail services for your group.

To access your Voice Portal settings through the online portal:


2. Select the Group from the dropdown menu to access the Group Dashboard

3. Click from the left-hand navigation

4. Highlight and select Voice Portal

5. Under Profile Settings:

a. Turn the Voice Portal On or Off, modify the Name and CLID Name, and select a Language and Time Zone

b. Check the box to allow voicemail aliases – this prompts users for a Mailbox Number if they call the portal from a phone other than their COV extension

c. Check the box to enable the Voice Portal Wizard – this forces users to change their password from the default and record a personalized greeting before they can access the Voice Portal

6. Choose the Default Greeting or upload your own Branded Greeting for the Voice Portal and Voice Messaging



25

For more help, see the Voice Portal section.

You can also set up your voicemail and record greetings from your COV phone.

To setup your Voice Messaging for the first time:

1. Press the MESSAGE key on your phone

2. Press 1, then press the CONNECT soft key

3. Enter your default passcode

4. When prompted, enter a new 4-6 digit passcode, then reenter your new passcode

5. Follow the prompts to record your name

You will now be routed to the Voice Messaging Main Menu.

Record a Busy Greeting

To record a Busy Greeting:

1. Access the Voice Messaging Main Menu

2. Press 2 to access the Busy Greeting menu

3. Press 1 – “Record a New Busy Greeting” or press 3 – “Revert to System Default Busy Greeting”

Record a No Answer Greeting

To record a No Answer Greeting:


2. Press 3 to access the No Answer Greeting menu

3. Press 1 to “Record a New No Answer Greeting” or press 3 to “Revert to System Default No Answer Greeting”

Listen to Messages

To listen to your messages:


2. Press 1 to listen to your messages

3. To save a message, press # (pound)

4. To delete a message, press 7

5. To continue to the next message, press 6


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Part 3: Enterprise Level


27

Introduction

Enterprise Administrators have access to one or more Groups, with each Group representing one of your company’s physical locations.

Each Group contains a set of Users; you can also divide Groups into Departments.

As an Enterprise Administrator, you have access to each level in the hierarchy.

The following sections will outline the different actions you can take within each level of the hierarchy: Enterprise, Group, Department, and User.


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Enterprise Profile

Company Info

Click to access the Enterprise Dashboard.

From the Enterprise Dashboard, you can:

• View and edit your company contact info

• Generate user reports

• View your company directory

• Access Call Center settings

You will automatically be routed to the Company Contact Information page.

From this page, you can view and update your company’s primary name and physical address.

You may also assign an Enterprise Administrator and supply the administrator’s contact information.



29

Admin

Highlight and select “Change Password” to reset the Administrator Password.

Enter your Current Password and New Password in the applicable fields, then retype your new password.

Click to view the password you have typed.

Click to save your changes.


30

Generalized User Report

Click to generate a user report.

The Generalized User Report tab lists users and configured services.

You can create a report across all Groups, or select a Group ID and Department from the drop-down menus.

Check the box next to “Show Services” to include a list of configured services in your report.

Click to generate the report.

You can filter the report by Group ID, Department, or Configured Services.


31

Enterprise Directory Tab

Select from the left-hand navigation to access the Enterprise Directory.

Click to perform a basic search.

You can filter the results by selecting options from the dropdown lists and typing your search criteria into the field.

To open your report in a new window, click “Enterprise Directory Summary” or “Enterprise Directory Detail.”

To download your report as a PDF, click “Enterprise Directory Summary – PDF” or “Enterprise Directory Detail – PDF.”


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Call Center Tab

Call Center Settings Tab

Click to access the Call Center Settings page.

From this page, you can configure call routing and agent settings for your enterprise’s call centers.

Select from the left-hand navigation to access the Call Center page.

From this page, you can manage:

• Agent Unavailable codes

• Call Disposition codes

• Agent default settings

• Call center routing policies

• Call center reporting branding and settings

• Scheduled reports


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Agent Unavailable Codes

Agent Unavailable Codes provide information about agents’ unavailability. Use this section to configure code feature defaults and add, modify, and delete the codes for the group.

To configure default code values:

1) Check the box next to Enable Agent Unavailable Codes to enable this functionality

2) Select a default codes for the following areas:

a) Do Not Disturb

b) Personal calls

c) Consecutive bounces

d) Not Reachable

3) Check the box to Force use of Agent Unavailable Codes, which uses the selected code whenever an invalid or inactive code is received, or when no code is received

1

2a

2b

2c

2d

3


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Default Code Settings

You can edit or delete existing codes, or add new default codes from this section.

To edit an existing code, check the box next to the code and

click

To delete an existing code, check the box next to the code

and click

To add a new code, click -- within the Add Unavailable Code window, check the Active box, then edit the Code Value and Description.



35

Call Disposition Codes

Disposition codes are additional attributes that agents can apply to calls. This allows them to tag calls for marketing promotions, topics, and so on.

Activating or deactivating an enterprise-level disposition code makes it available or unavailable across all call centers in the enterprise.

To edit an existing code, check the

box next to the code and click

To delete an existing code, check the box next to the code and click

To add a new code, click -- within the Add Disposition Code window, check the box next to Active, then enter Code and Description information in the fields.



36

Agent Default Settings

1) Choose to apply the Default Guard Timer settings or the Enterprise settings

2) Check the box to enable a guard timer for a designated time period

3) Choose to apply Default Agent Unavailable settings or the Enterprise settings

4) Check the box next to Force Agent to unavailable for:

a) Do Not Disturb activation

b) Personal calls

c) Consecutive bounces

d) Not reachable


1

4b

4a

4c

4d

2

3


37

Call Routing Policies

Choose to route calls based on which agent has the longest wait time, or based on their priority order.

If you select Priority Order, calls will be routed based on the priority of each call center, where 1 is the highest priority, 2 is the second-highest priority, and so on.

In the Priority field for each Call Center Name, type the priority number.



38

Call Center Enhanced Reporting Branding

Call Center External Reporting Settings

Select System to use the default reporting branding, or select Custom and click

to upload your own branding file for your reports.


Enable or Disable external reporting.



39

Call Center Scheduled Reports Tab

Description and Template

From the Call Center Scheduled Reports tab, you can view existing reports, or generate new reports.

Click to add a new report.

Enter a name and description for the new report in the designated fields.

Under “Report Template Name,” select a default system template or a custom template from the dropdown menu.

The available options may change depending upon the template you choose.

Once you have chosen a template, you can modify it and save it as a new template.


40

Scheduling Details

Never

Under Scheduling Details, you can set a Time Zone and recurrence for your report.

Select a Time Zone from the dropdown list.

Choose a recurrence option from the Recurs dropdown menu: Never, Daily, Weekly, Monthly, or Yearly.

Your selection will determine the available fields.

If you select a recurrence of “Never,” you will generate a one-time report.

Click the icon to select a Schedule Date.

Type a time in the Schedule Time field, and select AM or PM from the dropdown menu.


41

Daily

Weekly

If you select a Daily recurrence, you will generate a daily report at a specified time.

Click the icon to select a Start Date and enter a Run Time (AM or PM).

Enter a number of days between each report. For instance, type “1” to receive a report every day; type “2” to receive a report every other day, etc.

Under End, choose to end the daily report: Never, after a set number of occurrences, or on a specific date.

If you select a Weekly recurrence, you will generate a weekly report at a specified time.


Enter a number of weeks between each report, then check the box next to one or more days of the week on which you would like to generate this report.

Choose when to end your report (see Daily).


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Monthly

Yearly

If you select a Monthly recurrence, you will generate a monthly report at a specified time.


Enter a number of months between each report.

Choose to run the report on a specified day of the month, or choose a specific weekday from the dropdown options (i.e. set the report to run on the First Sunday of each month, etc.).


If you select a Yearly recurrence, you will generate a yearly report at a specified time.


Enter a number of years between each report, then choose to run the report on a specific day of a chosen month, or choose a specific weekday from the dropdown options (see Monthly).



43

Report Details

Report Timeframe

Under Report Details, choose from the available options to customize your report.

Select a time period from the Sampling Period dropdown menu: 15-Min, 30-Min, Hourly, Daily, Weekly, or Monthly.

Select a Time Zone from the dropdown menu.

Select the way the date will appear on your report: mm/dd/yyyy or dd-mm-yyyy.

Select a time format: AM/PM or 24 Hour.

Under Report Timeframe, select a timeframe and file format for your report.

Under Last, enter a number and then select a time period from the dropdown menu: Hour(s), Day(s), Week(s), Month(s), or Year(s).

NOTE: If you selected “Never” as your recurrence, you will enter a Start Date and Time as well as an End Date and Time instead of a time period.

Under File Format, choose to generate the report in PDF or XLS (Excel spreadsheet).


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Call Center Selection

Performance Parameters

Destinations for Report Generation

Click (at the top of the screen) to keep your changes.

If your Enterprise has more than one Call Center configured, you may choose to include one or more Call Centers in your report; or check the box to include All Call Centers.

Under Performance Parameters, enter a number of seconds in the Include Service Level field.

Enter up to four (4) periods of Abandoned Calls in seconds.

Under Destinations for Report Generation, enter a primary email address to which the report should be sent.

You may also choose up to eight (8) additional email addresses.


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Part 4: Group Level


46

Introduction

• Dashboard

• Group Profile

• Departments

• Manage Users

• Group Services

• Directory

• Disaster Redirect

• Call Details

Selecting a Group (which represents one of your company’s physical locations) will give you access to different tools within the dashboard. The actions you take in this section will affect only the selected Group – the changes will not be affected enterprise-wide.

1) Select an option from the Group drop-down menu

2) New tab options will be displayed: you now have access to the following Group-level pages:


47

Dashboard

The Dashboard displays the current state of all users and selected Group Services, such as Collaborate Bridges, Auto Attendants, and BroadWorks Anywhere services.

Use this screen to quickly find users or services and edit their information, settings, password, and passcode information.

Connected Office Voice – PBX | Administrator Guide | Part 4: Group Level

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Users

Status

Within the Users section, you can display or edit user information, including the user’s status, name, phone number, calls, settings, and information about the user’s phone.

Click the phone icon in the Status column to display active services and line information about the user.

The icon designates active users.

The icon designates inactive users.


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Name

Click the name of the user to edit the following information:

• Last and First Names: Edit the names and

click

• Password: The password is used to log into the Portal; click

to edit the password or click

to automatically create a new one

• Passcode: The passcode is used to access features from their telephone; click

to edit the password or click

to automatically create a new one


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Calls

Query Call Details

Click Calls to view recent calls made or received by the user.

Click to view detailed call histories in the My Calls page.

The Query Call Details page is used to generate reports listing call activity for your group.

To generate a call details report:

1. Sort by: Select start date/time, answer time, release date/time, call duration, user phone, to phone, call type, call result, or call category

2. Date range: Click the calendar icon to select start and end dates

3. Include: Limit the report to inbound calls, missed calls, and/or outbound calls

4. Filter: Enter a full or partial telephone number

Click to display your results, then choose to export the report to an email address, PDF, or CSV.

1 2

3

4


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Last 20 Calls

The Last 20 Calls page provides a quick summary of the selected user’s 20 most-recent calls.

To keep a copy of the report, select one of the following export options:

• Email to: Enter an email

address and click

• Export report to PDF

• Export report to CSV


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Settings

Calling Features

Find more detailed information about each available calling feature in Appendix I.

Click the icon to configure the user’s individual services, such as Call Forwarding and BroadWorks Anywhere.

Click to view all of a user’s subscribed services.

The Calling Features page allows you to customize the services available the user’s account. The page is organized by Incoming Calls, Outgoing Calls, Call Control, and Messaging.


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Phone

Click the icon to display read-only information about the device configured for the user.


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Auto Attendants Tab

Name

The Auto Attendants level displays all configured Auto Attendants for the selected Group.

Click the underlined name in the Name column to edit the selected Auto Attendant’s name and CLID name.


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Calls

For more information, see the Query Call Details and Last 20 Calls sections.

Click the icon to view the selected Auto Attendant’s recent calls.



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Settings

Business Hours Settings

Click the icon to access Business Hours and After Hours settings for the selected Auto Attendant.

Click to view and make changes to your Business Hours Auto Attendant settings.

1. Business Hours Greeting: Select “Default Greeting”, or select “Personal Greeting”

and click to upload your own greeting

2. Business Hours Dialing Menu, choose a number key and fill in the following information:

a. In the “Description” field, enter a name or short description

b. Select an action from the “Action” drop-down menu

c. In the “Phone” field, type a phone extension number, if applicable


1

2a

2b

2c


57

After Hours Settings

Click to view and make changes to your After Hours Auto Attendant settings.

1. After Hours Greeting: Select “Default Greeting,” or click “Personal Greeting”

and click to upload your own greeting

2. Under After Hours Dialing Menu, choose a number key and fill in the following information:

a. In the “Description” field, enter a name or short description

b. Select an action from the “Action” drop-down menu

c. In the “Phone” field, type a phone extension number, if applicable


1

2a

2b

2c


58

Detailed Settings

Profile page

See the Business Hours and After Hours greeting steps on the previous page for more information.

Click to see more Auto Attendant settings options.

Select from the left-hand navigation.

On the Profile page, you can view and update the following information:

1. Auto Attendant name

2. Calling Line ID information:

a. Type a first and last CLID name

b. Select a department, language, and time zone from the dropdown menus, if applicable

c. Select your business hours and holiday schedule preferences

d. Set your Scope of Dialing preference

3. Greeting settings for business hours and after hours calls

1

2a

2b

2c

2d


59

Calling Features



On the Calling Features page, you can view and update any configured Calling Features, such as Voice Portals.


60

My Calls

See the Query Call Details and Last 20 Calls steps on the previous page for more information.

Click from the options on the left-hand side of the screen. On the My Calls page, you can generate and download call reports.


61

Utilities


On the Utilities page, you can access:

1. The Enterprise Directory, which you can view on the screen or download as PDF

2. The Document Repository, which acts as a centralized storage for help guides, templates, and more

3. Feature Access Codes, where you can see all of the functions available to be performed by dialing the assigned codes

1

2

3


62

Call Centers

Status

Name

The Call Center level displays all configured call centers for the selected group.

Under the Status column, the icon indicates

that a call center is active, while the icon indicates a call center is inactive.

Click the underlined name beneath the Name column to edit the selected Call Center’s name and CLID name.


63

Calls


Click the under the Calls column to view the selected Call Center’s recent calls.

Click to access the Query Call Details and Last 20 Calls pages.


64

Settings

Group Policy

See Hunt Group for more information about selecting a Group Policy.

Call Center Routing Policies

Click the icon to access the selected Call Center’s settings.

Select a Group Policy from the available options to determine how incoming calls are routed to available agents.

Check the box to enable overflow, and enter a length of time.

Choose how the Call Center will route calls after calls wait for the specified length of time:

• Perform busy treatment

• Transfer to a designated phone number

• Play ringing until caller hangs up


65

Agents

Use this section to assign users to your Call Center.

1) Enter your search criteria: You may limit your results by Group, Department, or name

2) Click to populate all users that fit your search criteria into the Available Users column

3) To add a user, select their name from the Available Users column, then click

4) To remove a user, select their name from the

Assigned Users column, then click

5) Other actions:

a. To select multiple names in a single column, hold the SHIFT button down on your keyboard and select your users

b. To add all available users, click

c. To remove all assigned users, click

d. To move users up or down in the

Assigned Users list, click or



66

Detailed Settings

Profile

Click to access additional settings for the selected Call Center.

Select from the left-hand navigation to access the Profile page and edit the following information:

1. Profile Settings:

a. Click to update the Call Center Password

b. Change the Call Center name in the ”Name” field

2. Calling Line ID:

a. Change the first and last CLID name

b. Select a department, language, and time zone from the available options

c. Select your “Group Policy”

3. Call Center Settings:

a. Set your “Queue Length”

b. Check the boxes next to other available settings

2a

2b

3a

2c

1a

1b


67

See the Group Policy and Agents instructions for more information.

Announcements

3b

Click to access the announcement settings.

Select an option from the dropdown menu to display settings for each option.

1. Entrance:

a. Check the box to enable an entrance message

b. Check the box to enable mandatory playing of entrance messaging

NOTE: Choose between “Default,” “URL,” and “Custom”

c. If you select “Default,” the system messaging will play

d. If you select “URL,” you can enter up to 4 links to online audio

e. If you select “Custom,” you can upload up to 4 sound

files – just click , select a sound file, then

click


1a

1b

1 1c

1d

1e


68

2. Estimated Wait: a. Check the box to enable an estimated

wait message for queued callers b. Check the box to enable an updated

wait message, and enter the number of seconds between each message

NOTE: Choose between “Announce queue position” or “Announce wait time”

c. If you select “Announce queue position,” enter a maximum queue number to announce to callers, and check the box to enable “Play high volume message” if desired

d. If you select “Announce wait time,” enter the maximum wait time to announce to callers, check the box to enable “Play high volume message if desired,” and enter a default handling time per call


2a

2b

2c

2d


69

See the Entrance section for help choosing an Audio source.

3. Comfort: a. Check the box to enable comfort

messaging b. Enter the number of seconds between

each comfort message c. Choose an audio source between “Default,” “URL,” and “Custom”


3a

3b


70

4



4. Music On Hold: a. Check the box to enable music on

hold for queued calls b. Choose an audio source between

“Default,” “URL,” “Custom,” and “External Source”

c. Check the box to enable an alternate audio source for internal calls

NOTE: If you select “External Source,” you can select “Identity/Device Profile” or “None” – selecting “Identity/Device Profile” will present you with the “Line/Port” field

4a

4c

4b


71

Distinctive Ringing

Click to choose a ring type for call center calls.

1. Check the box to enable distinctive ringing for call center calls

2. Select a ring pattern from the available options

a. Normal

b. Long-Long

c. Short-Short-Long

d. Short-Long-Short


1

2


72

Calling Features





73

My Calls

See the Query Call Details and Last 20 Calls sections for more information.


On the My Calls page, you can generate and download call reports.


74

Call Center Routing Policies


Select from the left-hand navigation to access the Call Center Routing Policies page.

1. Under Action, choose one of the following options:

a. Perform busy treatment

b. Transfer to phone number

c. Play ringing until caller hangs up

2. Check the box to enable overflow after a specified amount of time

3. Check the box to play announcements before overflow processing

4. Choose an audio source between “Default,” “URL,” and “Custom”

Click to keep your changes

1

2

3

4


75

Utilities

See the Utilities steps for more information.

Select from the left-hand navigation to access the Enterprise Directory, Document Repository, and Feature Access Codes pages.


76

Hunt Groups Tab

Status

The Hunt Groups level displays all configured Hunt Groups for the selected Group.

Under the Status column:

The icon designates active users.

The icon designates inactive users.


77

Name

Under the Name column, click the underlined name to view and modify the name and CLID name for the selected Hunt Group.



78

Calls

See the Query Call Details and Last 20 Calls steps for more information.

Click Calls to view recent calls made or received by the user.



79

Settings

See the Hunt Group section in Appendix II for help with Group Policy.

See the Agents section for help assigning users.

Click the icon to access the settings for the selected Hunt Group.

1. Select a Group Policy

2. Select your No Answer Settings:

a. Check the box to enable skip to next agent and specify a number of rings

b. Check the box to enable call forwarding after a specified time, and type a forwarding phone number

3. Assign users from the Available Users column to the Assigned Users column


1

2a

2b


80

Detailed Settings

Profile

Click to access additional Hunt Group Settings.

Click from the left-hand side of the screen to edit the following information:

1. Under Profile Settings:

a. Change the Hunt Group name and/or CLID name

b. Select a department, language, and time zone from the dropdown menus

c. Check the box to enable Call Waiting on agents

d. Select your group policy

1a

1d

1c

1b


81

2. Under No Answer Settings: a. Check the box to enable

skipping to the next agent after a specified number of rings

b. Check the box to enable call forwarding after a specified time, and enter a call forwarding number

3. Under Not Reachable Settings:

a. Check the box to enable call forwarding not reachable, and enter a call forwarding number

b. Check the box to make the Hunt Group busy when no agents are reachable

4. Under Calling Line ID Settings:

a. Choose between the system default CLID configuration and a customized configuration

b. Check the box to include the Hunt Group Name in the CLID

4b

4a

3b

3a

2b

2a


82

5. Under Call Policies: a. Choose when to enable

privacy on redirected calls b. Choose when to enable call

forwarding on redirected calls

c. Choose calling line identities for redirected calls


5c

5b

5a


83

Calling Features





84

My Calls





85

Utilities

See the Utilities section for more information.


From the Utilities page, you can access the Enterprise Directory, Document Repository, and Feature Access Codes.


86

Group Profile

• Profile info

• Phone numbers

• Passwords and Passcodes

• Administrator information

• Time schedules

• Holiday schedules

From the main Group Dashboard, select

from the left-hand navigation.

From the Group Profile page, you can view and modify the following information for the selected group:


87

Site Info

Location Info

The Site Info page tab allows you to access and modify basic group information and passwords.

Highlight the Site Info tab and select Location Info to access the Group Information page.

1. Under Group Information, you may edit the group name and address

2. Under Group Administrator, you may edit the administrator’s name and contact information


1

2


88

Numbers

Highlight the Site Info tab and select Numbers.

The Numbers page allows you to manage the phone numbers and number ranges assigned to the group, as well as the individual numbers assigned to users.

Filter the list of entries by entering a number or typing a name in the

Assigned To field and click .

You may also assign a specific number to a department from the Department dropdown menu.



89

Web Passwords & Voice Passcode Rules

Highlight the Site Info tab and select “Web Passwords & Voice Passcode Rules.”

This page allows you to configure the passwords and passcode rules for the users in the selected group.

1. To define password rules:

a. Choose from the available password formats

b. Specify a password expiration and frequency, if applicable

c. Specify a number of failed attempts before disabling user password entry

d. Indicate an administrator email address to which notifications will be sent if a user enters incorrect login IDs



90

2. To define passcode rules:

a. Choose between “System Rules,” Service Provider/Enterprise Rules,” and “Group Rules”

b. Define the passcode format rules from the available options

c. Select a rule to determine when the system disables a user account: “Never” or “After X failed login attempts” NOTE: Once the system disables a user account, the group administrator must reset the password of that account to return the account to service



91

Administrators

View or Edit Administrators

Highlight the Site Info tab and select Administrators to manage group and department administrators.

To view or edit an existing administrator, select the name of the administrator from the dropdown list.

For both Group and Department Administrators, you may edit the following information:

• Last and First Name

• Password

NOTE: Click to view the new password you have typed

• Language



92

Add New Administrator

Click to create a new administrator.

1. Enter an Administrator ID

2. (Optional) Type a Last Name and First Name into the provided fields

3. Create a password and retype it in the provided fields

4. Select a language from the dropdown list

5. Under Administrator Type, select Group or Department – if you select Department, you must then choose the department from the dropdown list


1

2

3

4

5


93

Time Schedules

Edit a Time Schedule

Click the Time Schedules tab to manage existing or add new group time schedules.

To edit an existing Time Schedule:

1. Select the name of the Time Schedule

2. Click the orange bar for the day and time period you would like to edit

3. In the Edit Time Schedule pop-up, update the Start time and End time, then

click


1

2

3


94

Add a Time Schedule

Click to add a new Time Schedule

1. Type a Time Schedule Name in the

popup window, then click

2. To set the time in the blank Time Schedule grid:

a. Find the day of the week you want to schedule in the vertical lines

b. Find your desired start time in the horizontal columns

c. Starting at your desired start time, click and drag to create an orange bar

d. Release at your desired end time

e. Click the orange bar to edit your Start and End Times

3. Repeat Step 2 for any other applicable days


2d 2c

2b 2a

1


95

Holiday Schedules

Edit a Holiday Schedule

The Holiday Schedule page lists all schedules that affect the regular Time Schedules.

For example, Holiday Schedules allows services that normally play greetings and dialing menus to play the after-hours greeting and dialing menu instead.

To edit a Holiday Schedule, click next to the schedule you wish to edit.

In the Edit Holiday Schedule popup window:

1. Locate the listed schedule you wish to edit

2. Manually enter a date in the Date Start

and Date End fields, or click the icon to choose a date from the popup calendar

3. Under Recurrence, select an option from the dropdown menu:

a. None

b. Indefinite: Occurs every year on the selected dates

c. Limited: Specify the date on which the schedule no longer applies


1

2

3


96

Add a Holiday Schedule

See the Edit a Holiday Schedule section for help completing the required fields.

Click to create a new Holiday Schedule.

1. Type a name in the Holiday Schedule Name field

2. Type a name in the Holiday field

3. Enter a Start and End Date

4. Select your Recurrence options



97

Departments


The Departments page lists all the departments in your group.

To add a new department, click

.

Enter a name for your new Department, then select a Parent Department from the dropdown menu (if applicable).



98

Manage Users

Profile Tab


The Manage Users section allows you to view and edit user information, including profiles, calling features, calls, and utilities.

Click the Profile tab to access a dropdown menu of users.

Select the name of a user from the dropdown menu to manage the user’s information.

Connected Office Voice – PBX | Admin Guide | Part 4: Group Level – Dashboard

99

User Profile

User Info


Under User Info, you may view and edit the selected user’s basic information.

You may edit the following fields:

• Last Name

• First Name

• Calling Line ID Last Name

• Calling Line ID First Name

• Department

• Language

• Time Zone



100

Additional Info

Password Reset

Under Additional Info, you may assign the following information to the user’s profile:

• Title

• Pager and mobile numbers

• Email

• Physical address

Under Password Reset, you may assign the user a new web password and/or voice portal passcode.

Type a new password into the User Web Password and/or Voice Portal Passcode fields.

You may also click to create a randomized password and/or passcode.

Click to view the password/passcode you have entered, and retype it into the required fields.


101

Time Schedules

See the Time Schedules section to learn how to edit existing or create new Time Schedules.

Holiday Schedules

See the Holiday Schedules section to learn how to edit existing or create new Holiday Schedules.

Device

The Time Schedules section lists all individual and group schedules that are applied to the selected user.

The Holiday Schedules section lists all individual and group schedules that are applied to the selected user.

The Device section lists information about the user’s connected device.

Click to edit any tags you have applied to the user’s device.

You may also click to perform a device reset, or click

to rebuild the config file.


102

Lines On My Device

Devices Sharing My Line

Phone Number

Assigned Service Packs

Under Lines On My Device, you may view a read-only list of lines on the user’s device.

Under Devices Sharing My Line, you may view a read-only list of devices sharing the user’s line.

The Phone Number section lists the phone number and extension associated with the selected user.

The Assigned Service Packs section lists all service packs associated with the selected user’s account.


103

Calling Features

For more information on available Calling Features, please see Appendix I.


To view a specific service, select an option from the Service Type dropdown menu:

• Incoming Calls

• Outgoing Calls

• Call Control

• Messaging


104

My Calls





105

Utilities



From the Utilities page, you have access to the Enterprise Directory, Document Repository, and Feature Access Codes.


106

Group Services

• Auto Attendant

• Call Park

• Call Pickup

• Hunt Groups

• Trunk Groups

For a detailed listing of all available Group Services, see Appendix II.

From the main Group Dashboard page,

select from the left-hand navigation.

From the Group Services section, you may select and make changes to various services assigned to the selected group.

The following sections of this guide outline commonly-used services:


107

Auto Attendant

Profile Tab

Profile

From the Site Services tab, click Auto Attendant.

Select the Auto Attendant you wish to view or edit from the dropdown menu.

Select from the left-hand navigation to access the Profile tab.

From the Profile tab, you can view and modify basic settings the selected Auto Attendant.

The Profile section lists the basic information for the selected Auto Attendant.

From this section, you may edit the Auto Attendant name.



108

Calling Line ID

The Calling Line ID section lists the CLID information for the selected Auto Attendant.

1. You may edit the CLID first and last name in the provided fields

2. To assign the Auto Attendant to a specific department, select a department name from the dropdown menu

3. You may change the assigned language and time zone by making selections from the dropdown menus

4. You may select a Business Hours and/or Holiday Schedule from the dropdown menus

5. Choose the scope of Extension Dialing and Name Dialing from the available options:

a. Enterprise

b. Group

c. Department

6. From the Name Dialing Entries section, select a naming convention


1

2

3

4

5

6


109

Business Hours

See the Business Hours section for more details on creating your Business Hours schedule.


The Business Hours section allows you to designate what actions the Auto Attendant will take during business hours.


110

After Hours

See the After Hours section for more details on creating your After Hours schedule.


Click the tab.

The After Hours selection allows you to designate what actions the Auto Attendant will take after normal operating hours.


111

Calling Features



From the Calling Features page, you may customize the services available with your selected Auto Attendant.


112

My Calls





113

Utilities

See the Utilities steps for more information.


From the Utilities page, you can access the Enterprise Directory, Document Repository, and Feature Access Codes.


114

Call Park

Modify Settings 1. Under Settings for Call Park:

a. Choose to assign an Alternate Recall User from the dropdown menu

b. If you select an alternate recall user, choose a Recall To: option from the available selections

2. Under Settings for Group Call Park:

a. Select a time for the timer to display

b. Check the box to enable parked destination announcement

3. Under Settings for All Parked Calls:

a. Select a ring pattern from the dropdown menu

b. Designate an amount of time for the Recall Timer

c. Designate an amount of time for the Alert Alternate Recall User Wait Time


Under Site Services, select Call Park to view and modify your Call Park settings.

1a

1b

2a

2b

3a

3b

3c


115

Add Call Park Group

See the Agents section for help assigning users to your Call Park group.

Click to add a new Call Park Group.

1. Create a Call Park Group name in the provided field

2. Select an Alternate Recall User from the dropdown menu

3. If you select an Alternate Recall User, choose a Recall To: option from the available selections


3

2

1


116

Call Pickup

See the Agents section for help assigning users to your Call Park group.

From the Site Services tab, select Call Pickup to edit existing or create new call pickup groups.

All existing groups will be listed in the Group Name dropdown menu.

Select a group name to make changes to the Assigned Users.

To add a new group, click , then assign users to the group.


117

Hunt Groups

See the Hunt Group Settings section to find more information about modifying your Hunt Groups.

From the Site Services tab, select Hunt Group to view and modify your available Hunt Groups.

Select the group you would like to view or modify from the dropdown menu.


118

Trunk Groups

Add a Trunk Group

From the Site Services tab, select Trunk Group to view and modify your available Trunk Groups.

A Trunk Group allows a group of users on a device to have a restricted number of active calls.

To add a Trunk Group, click .

1. Enter a Trunk Group ID and Trunk Group Name

2. Enter a CLID Last and First Name

3. Select the assigned department from the dropdown list

4. Select the language and time zone from the available options

5. Enter a Maximum Active Calls Allowed (not to exceed the Trunking Call Capacity)

6. Enter a Maximum Active Incoming Calls and Maximum Active Outgoing Calls

7. Check the box to enable authentication:

a. Enter an authentication user name

b. Enter a new authentication password



119

Directory

Common Phone List

Select from the left-hand navigation to access Group Directory information.

The Common Phone List is used to manage the group’s shared phone list.

This list is useful for including numbers frequently called by group members, such as a security company.

1. To add a new number, click , then enter the name and phone number in the provided fields

2. To edit an existing number, click next to the number you wish to edit, then update the name and phone number fields

3. To upload a CSV file of contacts from your

computer, click , then click

1

2

3


120

Personal Phone List

Click the tab to access the Group Administrator’s phone list, which is used as a speed dial list from your CommPilot Call Manager.

Whenever this list is changed, it automatically resorts into alphabetical order. Any changes are effective immediately.

1. To add a new number, click , then enter the name and phone number in the provided fields

2. To edit an existing number, click

next to the number you wish to edit, then update the name and phone number fields

3. To upload a CSV file of contacts from

your computer, click ,

then click

1

2

3


121

Enterprise Directory


Click to access the Enterprise Directory.

‘


122

Custom Contact Directories

Click the tab to access the Custom Contact Directories page, where you can modify existing or create new custom contact directories.

Each directory can contain a maximum of one thousand (1000) users.

The directories are visible to all users in the group.

NOTE: Users cannot be included in a custom contact directory if they have the User Privacy services assigned and have directory privacy enabled


123

Add Directories

See the Agents section for help assigning users to your directory.

Click to add a new custom contact directory.

1. Under Directory Name, type a name for your new directory

2. Search for available users by clicking

-- you may limit your results by:

a. Group

b. Department

c. Last and/or First Name

3. Add users from the Available Users to the Assigned Users column


1

2

3


124

Edit Directories

See the Agents section for help assigning users to your directory.

Click next to the directory you would like to edit.

1. Under Directory Name, type a name for your new directory

2. Search for available users by clicking

-- you may limit your results by:

a. Group

b. Department

c. Last and/or First Name

3. Add users from the Available Users to the Assigned Users column


1

2

3


125

Disaster Redirect

Select from the left-hand navigation to access the Disaster Redirect directory.

The Disaster Redirect page is used to redirect calls to your group to alternative redirect numbers if the primary number becomes unavailable.

You should define a redirect number for each user in your group by typing a redirect number next to each user’s primary number.



126

Call Details

See the Query Call Details section for more information.

Select from the left-hand navigation to access the Query Call Details page.


127

Appendix I: Calling Features


128

A Aliases, 114 Alternate Numbers, 115 Anonymous Call Rejection, 116 Automatic Callback, 117 Automatic Hold/Retrieve, 118

B Barge-In Exempt, 121 BroadWorks Mobility, 122 BroadWorks Receptionist, 127 Busy Lamp Field, 128

C Call Centers, 129 Call Forwarding, 130 Call Notify, 135 Call Recording, 136 Call Transfer, 137 Call Waiting, 138 Calling Plans, 139 Collaborate – Audio, 142 CommPilot Call Manager, 145 CommPilot Express, 146 Connected Line ID Restriction, 151

D Directed Call Pickup with Barge-In, 152 Distribution Lists, 153 Do Not Disturb, 154

E Executive, 155 Executive Assistant, 161

F Fax Messaging, 162

G Greetings, 163 Group Night Forwarding, 165

H Hoteling, 166

L Line ID Delivery Blocking, 168

M Meet-Me Conferencing, 169

O Outlook Integration, 173

P Personal Phone List, 174 Priority Alert, 175

Connected Office Voice – PBX | Administrator Guide | Appendix I: Calling Features

129

P (continued) Push To Talk, 176

R Remote Office, 177

S Selective Call Acceptance, 178 Selective Call Rejection, 179 Sequential Ringing, 180

S (continued) Shared Call Appearance, 185 Simultaneous Ring, 186 Speed Dial 100, 190 Speed Dial 8, 189

T Third Party Voice Messaging, 191

V Voice Messaging, 192 Voice Portal, 193


130

Aliases

Use this page to manage Voice Messaging Aliases.

Aliases allow a user to set his or her Call Forwarding Busy and Call Forwarding No Answer to a separate phone number that is equipped with the Voice Messaging service.

As the system administrator, you can then configure the Voice Messaging aliases with the user’s main phone number.

When calls are routed to this system, the system recognizes the redirection number and provides Voice Messaging services to the user.

To view current aliases, click

1. To add or edit an alias:

a. Click , then edit the number in the list

b. To add a new alias, click , then enter the phone number

c. Click to save your changes

2. To delete an alias, click , then click

next to the entry you want to delete


131

Alternate Numbers

Alternate Numbers allows you to assign up to ten additional phone numbers or extensions in addition to the primary number and extension.

All additional numbers and extensions ring the user’s phone(s); in addition, a distinctive ring pattern may be specified for each number.

To edit settings and add alternate numbers:

1. Click

2. If the alternate number should use a different ring, set Distinctive Ring to on

3. Add or edit alternate phone numbers and/or extensions, and select a ring from the available patterns:

• Normal

• Long-Long

• Short-Short-Long

• Short-Long-Short

4. Click to save your changes

NOTE: If the user has the Call Waiting feature enabled, the call waiting ring pattern is based on the ring pattern selected for the alternate number


132

Anonymous Call Rejection

Anonymous Call Rejection allows users to reject calls from blocked numbers.

Only deliberate anonymous numbers are rejected. Callers whose numbers are unavailable are not rejected.

Callers that are rejected are informed that the user is not accepting calls from unidentified callers.

When receiving a call from a rejected number, the user’s phone will not ring and the user will not receive any indication of a call.

To configure anonymous call rejection, select

On or Off and then click to save your changes.


133

Automatic Callback

Automatic Callback allows users to request notification when a busy line within the selected group becomes available.

A distinctive ring will be used to notify you when the user is available.

To configure automatic callback, select On or

Off, then click to save your changes.


134

Automatic Hold/Retrieve

Holding a call

When Automatic Hold/Retrieve is enabled, incoming calls are automatically held and retrieved without the use of feature access codes.

The service is assigned to users so that incoming calls to these users are automatically held and retrieved.

A user can hold a call against a subscriber with the Automatic Hold/Retrieve service active.

When this feature is active:

• Calling a subscriber with AHR puts the caller on hold

• Transferring a call to a subscriber with AHR holds the remote party during both Consultative Transfers and Blind Transfers

Calls terminating to a subscriber with AHR can originate within our outside of the group, or from the PSTN.


135

Retrieving a call

AHR recall

A user can retrieve a held call by calling a subscriber with the AHR service active while a call is on hold.

After a call has been held on a subscriber with AHR active for a long time, the AHR service will try to recall the party who transferred the call to the AHR subscriber.

If the recall is answered, the transferring party is connected to the held party

Otherwise, the recall is aborted and will be retried after 10 seconds.

NOTE: Only one call can be held on each subscriber


136

Configure automatic hold/retrieve

1. Select On or Off

2. Specify a recall time by entering the number of seconds (6 to 600)



137

Barge-In Exempt

The Barge-In service lets users within a group join each other’s calls. Barge-In Exempt disables this ability.

To prevent group members from using Barge-In to join your calls, click On.



138

BroadWorks Mobility

When BroadWorks Mobility is enabled, at least one mobile phone number must be defined.

To view the BroadWorks Mobility and Mobile

Identity settings, click .

Click to edit your settings as well as view the table that displays the Primary Mobile Identity.


139

BroadWorks Mobility Settings

Use the BroadWorks Mobility pop-up window to configure settings for the selected user.

To configure general settings:

1. Click

2. Check the Enable Alerting box to enable alerting for a mobile device NOTE: If alerting is disabled, the device is not alerted even if it is included in the alerting policy of a mobile device

3. Specify non-mobile devices to ring

a. Ring Fixed Devices: rings the user’s main number; select which other non-mobile locations to ring

b. Include Shared Call Appearance

c. Include BroadWorks Anywhere

d. Executive Assistant

4. Check Ring Mobile Devices to ring mobile devices – the primary mobile identity will be alerted



140

Mobile Identity Settings

Mobile Identity - General

To access the Mobile Identity Settings, click

near the On/Off buttons for the service.

Once the Mobile Identity table is visible, click

to access the Mobile Identity Settings pop-up window.

1. Enter a description for the mobile device

2. Configure general settings by selecting one or more of the following options:

a. Alert for agent calls: ring for calls from virtual users (i.e. call centers)

b. Alert for click to dial calls

c. Alert for group paging calls

d. Use mobility calling line ID: use the mobile number as the CLID

e. Enable diversion inhibitor: prevent redirection of unanswered calls

f. Require answer confirmation: prompt the user to enter a confirmation code

g. User BroadWorks-based call control services



141

Alerting Policy

Configure the settings in the Alerting Policy section to specify the devices to ring from calls to the selected mobile number.

1. Ring fixed devices: rings the user’s main number; specify other non-mobile locations to ring:

a. Include shared call appearance

b. Include BroadWorks Anywhere

c. Include executive assistant

2. Ring mobile devices – the primary mobile identity will be alerted



142

Call Anchoring

Configure the settings in the Call Anchoring section to allow BroadWorks services for calls to and from the mobile device.

NOTE: The administrator must enable Use Mobile Identity Call Anchoring Controls in order to enable Call Anchoring

1. Check the Enable Call Anchoring box

2. If applicable, specify a time when the anchoring settings do not apply from the available options within the drop-down list



143

BroadWorks Receptionist

The BroadWorks Receptionist is an advanced attendant console designed to meet specific needs of an operator, including advanced call control, contact directories, and phone status.

1. Click to search for available users

2. Click a user to add or remove from the two columns:

a. Click to add the currently selected user(s)

b. Click to remove the currently selected user(s)

c. Click to add all displayed available users

d. Click to remove all displayed assigned users



144

Busy Lamp Field

The Busy Lamp Field is a light on your phone that indicates if other extensions are busy or not.

To configure Busy Lamp Field users:

1. Click

2. Enable Call Park notification

3. Click to display all available users, or filter the results by Group ID, Department, Last Name, or First Name

4. Select the user(s) you want to edit:

a. Click to monitor the selected user(s)

b. Click to monitor all users

c. Click to ignore selected user(s)

d. Click to ignore all users

5. Adjust the order of monitored users by clicking a user’s name and clicking

or


145

Call Centers

This section displays your current Automatic Call Distributor (ACD) state. It also displays all other ACDs to which you belong and whether or not you are currently joined in their call centers.

Set your ACD state from the dropdown menu: Sign-in, sign-out, available, unavailable, or wrap-up


To edit your ACD settings:

1. Select the timer settings:

a. Use Guard Timer: Select default or user

b. Enable Guard Timer: Select the amount of time from the seconds dropdown list

2. Select unavailable agent settings and configure when an agent is forced to Unavailable:

a. Upon Do Not Disturb activation

b. During personal calls

c. After X consecutive bounced calls

d. Upon Not Reachable activation


146

Call Forwarding

No Answer

Forward all calls to a different phone number when you do not answer your phone.

Use this service when you would rather have a secretary or coworker receive the call instead of the caller being sent to your voice messaging box when you miss a call.

To configure:

1. Turn the feature On or Off

2. Enter the phone number to which you want to forward the calls

3. Enter the number of rings before the call is forwarded to the new number



147

Not Reachable

Forward all incoming calls to a different phone number when your device is not accessible by BroadWorks.

You can also set the phone number to forward using the assigned Feature Access Code.

To configure:


2. Enter the phone number to which you wish to forward the calls



148

Call Forwarding Always

Forward all incoming calls to a different phone number, such as your home office or cell phone.

You can also enable Ring Reminder to configure your primary phone to emit a short ring burst when you receive a call.

To configure:



3. Configure system to Play Ring Reminder when a call is forwarded



149

Call Forwarding Busy

Forward all incoming calls to a different phone number if your phone is busy.

Use this service when you would rather have a secretary or coworker receive the call instead of the caller being sent to your voice messaging box.

You can also set the phone number to forward using the Feature Access Code.

To configure:





150

Call Fowarding Selective

Forward specific calls matching pre-defined criteria to a different phone number.

Use this service to forward calls from your manager, a family member, or an important customer to your cell phone or other alternate number.

Click to see a summary of your rules.

To edit your rules:

1. Select Is Active next to the feature

2. Select Play Ring Reminder to play a reminder when a call is forwarded

3. Click to add a new rule, or click

to edit an existing rule

4. Type a description of the phone numbers to forward (i.e. “Family”)

5. Configure the rule to forward to a default number or specified number

6. Select a Time Schedule or Holiday Schedule during which this rule will apply

7. Enter phone numbers and options that will trigger the rule



151

Call Notify

Call Notify allows you to send a notification email containing the caller’s name and number, if available, when the call matches your pre-defined criteria.

Create an archive of callers, or determine if you missed any important calls.

The criteria for each entry can be a list of up to 12 phone numbers, a specified time schedule, and a specified holiday schedule. All criteria must be true for an email to be sent.

Click to see a summary of your rules.

Click to disable the service.

Click to edit your rules:

1. Enter your email address, then click to add a new rule

or to edit an existing rule

2. Enter a description in the provided field

3. Choose between Notify and Do Not Notify

4. Select a Time Schedule and Holiday Schedule

5. Enter phone numbers and other options that will trigger the rule



152

Call Recording

Call Recording allows you to configure when calls are recorded.

Choose from the available options:

• Always: All calls are recorded

• On Demand: Record based on user’s discretion; only selectable if a recording platform is assigned to the user’s group

• Never: Disable call recording



153

Call Transfer

Call Transfer allows you to transfer a call to another phone using your phone or the CommPilot Call Manager.

With Call Transfer Recall, you can ensure that the calling party is directed to a live person, either a receptionist or the intended destination. It also prevents diversion by the transfer destination, to avoid sending the calling party to voicemail.

To configure Call Transfer:

1. Check the box to enable Call Transfer Recall

2. Select a number of rings (2 to 20) to play before a call returns to the receptionist

3. Diversion Inhibitor for Blind Transfer and/or Consultative Calls: When enabled, the call will not be redirected to an alternate destination or voicemail

4. Check the box to enable Busy Camp On

5. Enter the number of seconds (30 to 600) for the Busy Camp On Timer



154

Call Waiting

Call Waiting allows you to decide if phone calls in progress can be interrupted by other calls.

NOTE: This service is not available with all access device types.

Call Waiting can be deactivated on a per-call basis by dialing *(star), followed by the two-digit Feature Access Code assigned for this service.



155

Calling Plans

Incoming Calling Plan

Calling Plans define what kind of incoming and outgoing calls are permitted for the user.

To edit your calling plans, click , and

click to keep your changes.

To configure incoming call privileges:

1. Check the Custom Settings box to allow the user different privileges from his or her department or group

2. In the Calls from Within Group and Collect Calls columns, check the box next to each option to prevent the associated call type

3. In the Calls from Outside Group column, choose one of the available settings:

a. Allow: Allows users to receive all calls from outside the group

b. Partial: Allows users to receive calls from outside the group only if the outside calls are transferred or forwarded from another user

c. Block: Prevents users from receiving calls from outside the group


156

Outgoing Plan

Transfer Numbers

The Outgoing Plan section allows you to configure the authorization codes a user must supply with outgoing calls.

1. Check the Custom Settings box to give a user settings that differ from his or her group or department

2. To add an authorization code, enter the

Code and Description, then click

The Transfer Numbers section allows you to configure transfer numbers for a user’s Outgoing Calling Plan and Outgoing Digit Plan.

You may configure up to three (3) different transfer numbers that correspond to the T1, T2, and T3 permissions available in the user’s plan pages.

When a call type has one of these permissions, calls of that type are transferred to the corresponding transfer number instead of proceeding as usual.


157

Outgoing Calling Plans

Ensure that the Custom Settings checkbox is marked in the Outgoing plan in order to configure the settings on the Outgoing Calling Plans page.

To change the types of calls a user can forward or transfer, click the Initiating Call / Forwards / Transfers tab.

To allow or prevent intragroup calls made by this user from being forwarded or transferred outside the group by another user, click the Being Forwarded / Transferred tab.

1. Click “Being Forwarded/Transferred Outside Group” to enable editing of the user’s settings

2. Configure the originating privileges

3. Configure the “Initiating Call Forwards / Transfers” privileges for the user by checking the boxes in the “Initiating Call Forwards / Transfers” column


158

Collaborate–Audio

The Collaborate– Audio page allows you to manage your rooms for the Collaborate services.

When you are assigned the Collaborate – Audio service, you are also assigned to a Collaborate Bridge and a My Room.

Collaborate Rooms provide audio capabilities, as well as video capabilities if you have Collaborate – Video service.

Click to view your current rooms.


159

Add Rooms

Click to add a Collaborate Room:

1. Enter a room name

2. Configure room behavior:

a. End room session when owner departs

b. Owner required to start room session

3. Check the box to enable “Play Tone” when attendees join or leave

4. Configure the duration of the room:

a. One Time

b. Recurring

c. Reservationless

5. If you select Recurring or Reservationless, you must also define its time and date


To edit an existing Room, click , then reconfigure any of the options above and save your changes.


160

Edit Default Settings

Click to edit your default Collaborate Room settings:

1. Check the box to enable Play Tone when attendees join or leave

2. Configure room behavior:

a. End room session when owner departs

b. Owner required to start room session



161

CommPilot Call Manager

CommPilot Call Manager provides a web-based tool you can use to customize your services.

To activate the tool, click on the Call Manager link at the top of the page to access the CommPilot Call Manager. From this page, you can initiate, manipulate, and receive calls as well as access your user directories, including Outlook.

NOTE: The Call Manager uses Microsoft ActiveX components to access your directories; when prompted, you must accept the ActiveX downloads in order for Call Manager to function properly



162

CommPilot Express

CommPilot Express allows you to preconfigure four profiles to control your inbound calls.

Use the web or your phone to quickly change these profiles when you leave your desk or when you are at a remote location.

Use the voice portal to activate CommPilot Express, or change any of your options.

To manage your CommPilot Express settings:

1. Select your current status from the

dropdown menu, then click

2. Configure the settings for the selected profile (as described in the following pages)



163

Available – In the Office

This section allows you to configure the action taken when you are at the office but away from your desk.

In the “Also ring this phone number / SIP-URI” field, type an alternative phone number or SIP-URI address where you can be reached. This can be a mobile phone number, or the desk of a coworker.

You can also enter Feature Access Codes and speed codes.

When you receive a call, both your desk phone and the phone number or SIP-URI address will ring.

A Feature Access Code could also be used as a prefix to a speed code.

By default, the “Have Voice Messaging take the call” option is enabled.


164

Available – Out of the Office

This section allows you to configure where your calls are to be directed when you are away from the office.

By default, the “Have Voice Messaging take the call” option for this service is selected.

You may also elect to have the system generate an email when you receive a call while you are away from the office.


165

Busy

This section allows you to configure call screening while your status is set to “Busy.”

When enabled, all incoming calls are forwarded to your voicemail.

You may designate numbers that circumvent this rule by checking the box next to “Send all calls to Voice Messaging except calls from these phone numbers,” and then adding the numbers of your excepted callers.

Specify up to three phone numbers (not extensions) to be excluded from the Busy setup.


166

Unavailable

None

This setup allows you to be reached outside of normal business hours or when you are away from the office for an extended period of time (i.e. vacation).

Choose between the No Answer or Unavailable Voice Message that will play.

When this option is selected, all incoming calls are forwarded to your voicemail, with the exception of up to three (3) phone numbers that can be excluded from the Unavailable setup.

Check the box next to “Send all calls to Voice Messaging except calls from these phone numbers,” then enter the numbers (not extensions) of your excepted callers.

This option leaves CommPilot Express deactivated.


167

Connected Line ID Restriction

This page allows you to block your number from appearing when you receive a call.

Members of your group can still see your number when they call you.

Use Feature Access Codes to seamlessly enable or disable this setting.

The Connected Line Identification Restriction service allows a user to control whether their connected identity is restricted when sent to the remote user.



168

Directed Call Pickup with Barge-In

Use the Directed Call Pickup with Barge-In page to view the status of the tone indicator associated with the service.

When tone is set to On, the caller will hear a tone before you barge-in to an ongoing call.

To barge-in, dial * (star) followed by the two-digit code assigned to this service.

You can find this code on the Feature Access Codes page.


169

Distribution Lists

Distribution Lists allow you to create lists of numbers to send voice messages in bulk.

You can configure up to ten (10) distribution lists. These lists are numbered from 0 to 9. Dial a list’s associated number in the voice portal to use the list.

To create a list:

1. Select the associated number for the list you want to create and type a name in the Description field

2. Click to add a number to the list

3. In the Phone Number / SIP-URI field, type the phone number or SIP-URL address to ad



170

Do Not Disturb

Do Not Disturb sends your calls directly to voicemail without ringing your phone.

You can also make your primary phone emit a short ring burst to inform you when the call is being sent to voicemail by using Ring Reminder.

To configure Do Not Disturb:

1. Turn the service On or Off

2. Select “Play Ring Reminder when a call is blocked” if you want the system to notify you with a short ring burst



171

Executive

The Executive service includes specifying assistants to answer your calls, call filtering, screening, and altering settings.

From the main page, select On or Off to quickly enable or disable Call Filtering and Call Screening.

To display the list of Assistants and filtering

criteria used in Advanced Mode, click .


172

Managing Assistants

For help assigning Assistants, please see the Agents section.

From the Managing Assistants page, you can assign assistants to your Executive Assistants pool.

An available assistant is any user within the enterprise or group who has the Executive-Assistant service assigned.

Click to manage your assistants.

1. Choose whether to “Allow assistants to opt-in to pool”

2. Assign a user:

a. Search for users by name and/or department

b. Add users to the Available Assistants column



173

Managing Filters

Configure Filtering

Filters allow you to specify which incoming calls should be routed to your assistants based on filtering criteria. When filtering is disabled, all calls are routed to you.

Criteria for the Simple Mode are predefined, while the Advanced Mode allows you to customize your settings.

Each criteria entry can be individually enabled or disabled. All assigned criteria for an entry must be satisfied in order for the action to be applied to the call.

1. Click to open the Filter section

2. Enable or disable Call Filtering

3. Select Simple or Advanced mode

a. For Simple mode, choose between All Calls, All Internal Calls, or All External Calls

b. In Advanced mode, check the Active checkbox in the row of the entry to activate it

4. Define your edit filtering criteria



174

Edit Filtering Criteria


to edit an existing rule

2. Check the Active box next to each entry to activate it

3. Define your edit filtering criteria



175

Managing Call Screening

Use the Screening section to configure the call screening settings for the Executive service.

1. To enable call screening, select On

2. Choose an Alert Type: Silent or Ring Splash

3. Select or clear the following checkboxes:

a. Alert BroadWorks Mobility Location

b. Alert BroadWorks Anywhere Locations

c. Alert Shared Call Appearance Locations



176

Managing Alerts

Use the Alerting section to configure call alerting settings for your Executive service.

1. Click to open the Alerting section

2. Select the Alerting Mode: Simultaneous or Sequential

3. Select an Alerting Calling Line ID Name option

4. Select an Alerting Calling Line ID Number option

5. From the Call Push Recall After dropdown list, select how many times the call may ring before it is redirected to an Executive Assistant

6. Specify when to alert the next assistant, if applicable – if you selected Sequential alerting mode, select the number of rings before alerting the next assistant from the dropdown list

7. Specify what to do with a call routed to your Assistant(s) when the call is unanswered:

a. Check the box to enable Rollover After Waiting and enter the max time the system should alert assistants

b. Select a Rollover Action from the available options



177

Executive Assistant

See the Executive section above for more information.

Executive Assistants may use this section to view a list of executive to which they are assigned as an assistant.

You may also access the Executive Service Settings for an executive.


178

Fax Messaging

Fax Messaging allows you to receive faxes over a dedicated phone number

From the Fax Messaging page, you can configure the directory number and turn the service on or off.

NOTE: A number assigned as a fax messaging number cannot be assigned for any other purpose

To use Fax Messaging, you must be assigned to the Voice Messaging User service. A User’s Fax Messaging service inherits the settings configured for their Voice Messaging User service.

To configure Fax Messaging:

1. Select On or Off to enable or disable the service

2. If enabled, enter a phone number to use for the service



179

Greetings

Notes

The Greetings page allows you to set the voice message greetings that callers will hear or see when they receive a busy tone or no answer.

You may use the default system recording, or create a personalized recording.

You may also record your voice message greetings using the voice portal on your phone.

Please note:

• Other services (i.e. Call Forwarding No Answer) share this setting, so any changes to this service may affect others

• If you use a mobile phone for the Simultaneous Ring service, select more than three (3) rings before the Voice Messaging service engages

• The maximum length allowed for .wav or .wma files is 2 minutes


180

Configure Greetings

1. Configure Busy greeting and No Answer greeting:

a. System greeting: Callers will hear or see the system’s standard greeting when your phone is busy

b. Personal greeting: In the “Load audio personal greeting” field, type the path and file name of a .wav or .wma file with your greeting, or click

to select a file from your

computer and click

2. Select up to three (3) alternate greeting for the No Answer service; only one greeting may be active at a time



181

Group Night Forwarding

Group Night Forwarding is a user service that allows the user’s external incoming calls to be redirected to a specified destination, which is configured at the group level.

You can activate the service at the group or the user level. (The user’s settings take precedence over the group’s settings.)

To configure your options:

1. Select On to activate the service

2. Select Use Group Setting to use the setting defined at the group level – the current group is displayed next to the Use Group Setting option


NOTE: If the service is activated for the user but the destination number is not configured for the group, the service is considered deactivated


182

Hoteling

Hoteling Host

Hoteling allows users to associate their service profiles with devices other than their own.

Hoteling consists of two separate services: Hoteling Host and Hoteling Guest. The Host Service designates a particular user as a host, allowing other users (with Guest service enabled) to associate their service profile with the Host user’s device.

1. Select On to enable Hoteling Host service

2. If applicable, check the Association Limit checkbox:

a. If not enforced, the Guest user is allowed to associate with the Host user indefinitely

b. If enforced, the Enforce Association Limit is displayed – this limit can only be modified by administrators


183

Hoteling Guest

For help adding hosts, see the Agents section.

1. Select On to enable Hoteling Guest service

2. If Host Association Limit is enabled:

a. Check the box to Limit Association

b. In the Hours field, enter a timeout limit

3. If Host Association Limit is disabled:

a. Uncheck the Limit Association box to set an association with a host that will never expire

b. In the Hours field, enter a timeout limit – this limit will not be enforced

4. Add a host name from the Available Hosts column to the Associated Hosts column


184

Line ID Delivery Blocking

Use Calling Line ID Delivery Blocking to block or reveal your phone number to callers with caller ID features on their phone that display callers’ names and numbers

Caller information cannot be blocked within a group. When you make a call to a user in your group, your information will appear on the receiver’s CommPilot Call Manager. Likewise, when you receive a call from a user in your group, their information will be displayed on your CommPilot Call Manager.

To configure CLID Delivery Blocking, select On or Off to conceal or show your number.



185

Meet-Me Conferencing

View Available Bridges

The Meet-Me Conferencing feature allows you to view, manage, and delete your Meet-Me conferences.

In the Meet Me Conferencing feature box, click , then select View Conference Bridges to see a list of available bridges.

Click to return to the previous screen.

The following information will be displayed for each bridge:

• Status: A checkmark indicates that this bridge is active and can be used to schedule a conference; inactive bridges cannot be used for conferences or any live actions

• Name

• Phone number

• Extension

• Ports

NOTE: Only the group administrator can change the status of a bridge from inactive to active


186

Mange Meet-Me Conferences

1. Click to see the list of all currently-configured conferences

2. Select the conference you want to modify

and click , or click to add a new conference

3. Edit conference settings:

a. Bridge Name: Select a bridge from the dropdown menu

b. Title: Type a descriptive title for your conference

c. Account code: Provide a code if applicable

d. Estimated number of participants: Enter an estimated number, not to exceed the number of ports allocated to the bridge

e. Type: Define the type of conference you are creating – One time, Recurring, or Reservationless (for conferences that extend over more than one day

f. Schedule: Define scheduling information, depending on the type of conference you have selected



187

Moderator Client

Receive a Call to Join a Conference

To launch the Meet-Me Moderator Client:

1. Click to see a list of currently-configured conferences

2. Select the conference that you wish to

moderate and click

3. To launch the Moderator Client, click

a. The Moderator Access field contains

the phone number, extension, and moderator PIN number

b. The Moderator Client will load in a new window

1. Click to see a list of all currently-configured conferences

2. Click Call Me Now from the conference you want to join

3. The Join a Conference window will open

4. Enter your phone number and click


188

Invite Attendees

Mange Conference Recordings

1. Click to see a list of all currently-configured conferences

2. Select a conference to invite attendees

to, and click

3. Copy the Call Me Now link located in the Conference Access section and share it with your attendees

1. Click to open a popup window that contains all available recordings

2. Click the PLAY icon to listen to a recording

3. Click the DOWNLOAD icon to download a recording

4. Check the box in the Delete column and

click to delete a recording

5. Click to return to the previous screen


189

Outlook Integration

Outlook Integration enables you to integrate your personal contacts in Outlook with your CommPilot Call Manager.

Using the Outlook Contacts tab in the Call Manager, you can perform a search of your personal Outlook contacts by name or company.

Once you locate a contact, you may click-to-dial one of the contact’s phone numbers, or choose to display the contact’s vCard by clicking on the name.

When you receive a call, the system will search for a match in your Outlook contact database and will display the caller’s name, if available.

To edit Outlook Integration options:

1. Turn Outlook Integration On or Off

2. Configure contact retrieval:

a. Retrieve from default contact folder only

b. Retrieve all contacts



190

Personal Phone List

The Personal Phone List is a speed-dial list for your CommPilot Call Manager.

Whenever this list is changed, it is automatically resorted in alphabetical order. Changes are effective immediately in your Call Manager.

To manage your phone list:

1. Click

2. Click to add a new entry, or click

to modify an existing entry

3. Create or edit the Name and Phone Number


You may also import a CSV file to add multiple contacts at one time.


191

Priority Alert

Priority Alert generates a distinctive ring when certain criteria are met.

The criteria for each alert entry can be a list of up to twelve (12) phone number or digit patterns, a specified time schedule, and a specified holiday schedule.

Click to see a summary of your rules. Click

to disable the service.

Click to modify the priority alert rules:


to modify an existing rule

2. Enter a description of the group of numbers

3. Configure the rule to either Reject or Do Not Reject calls from the numbers

4. Select the Time Schedule and Holiday Schedule to which the rule will apply

5. Enter the phone numbers and options that will trigger the rule



192

Push To Talk

See the Agents section for help assigning users.

Push To Talk allows calls from users to be answered automatically. You can control which users are allowed to call you in this way.

To use Push To Talk, dial * (star) followed by the two-digit feature access code assigned for this service.

Click to configure Push To Talk:

1. Set the available options:

a. Auto Answer: On or Off

b. Outgoing Connection Type: One-Way (originator only) or Two-Way

c. Access List: Allow all calls NOT on the list, or allows calls ONLY FROM the list

2. Define users:

a. Search for users – you can filter your search by name and/or department

b. Add users from the Available User field to the Assigned User field



193

Remote Office

Remote Office allows you to use your home phone, your cell phone, or even a hotel phone as your business phone.

By using the CommPilot Call Manager, you can make phone calls from this remote phone and have them billed to your business.

This service also directs all calls coming to your business phone to ring the remote office phone.

If the service is turned On, enter the number of the phone that will act as your office phone.



194

Selective Call Acceptance

Selective Call Acceptance allows you to receive only calls that meet predefined criteria.

The criteria for each Selective Acceptance entry can be a list of up to twelve (12) phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule.

All criteria for an entry must be true in order for you to receive the call.

Click to see a summary of your rules. Click to disable the service.


1. Click to add a new rule, or to modify an existing rule

2. Type a description for the group of phone numbers

3. Configure the rule to either Reject Call or Do Not Reject Call

4. Select the Time Schedule and Holiday Schedule during which the rule will apply




195

Selective Call Rejection

Selective Call Rejection allows you to configure a set of rules that reject certain calls.

Click to see a summary of your rules. Click to disable the service.


1. Click to add a new rule, or to modify an existing rule

2. Type a description for the group of phone numbers

3. Configure the rule to either Reject Call or Do Not Reject Call

4. Select the Time Schedule and Holiday Schedule during which the rule will apply




196

Sequential Ringing

Sequential Ringing allows you to ring up to 5 locations in addition to the base location for a specified number of rings. Each location can be a phone number or a SIP-URI.

The feature applies to calls matching predefined criteria. Use this service to ring calls from your manager, a family member, or an important customer on your cell phone, alternate business phone, or home phone.

The criteria for each entry can be a list of up to twelve (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.

The caller has the option to terminate the Sequential Ringing service by pushing the # (pound) key. The call is then immediately forwarded to voicemail.


197

Service That Take Precedence

Several services take precedence over the Sequential Ringing service, including:

• Call Forwarding Always

• Call Forwarding Selective

• Selective Call Acceptance

• Selective Call Rejection

If any of the above services are enabled, the call continues as if the Sequential Ringing service was disabled.

Conversely, the Sequential Ringing service takes precedence over the following services:

• Call Forwarding Busy

• Call Forwarding No Answer

• Voicemail

These services do not start until the Sequential Ringing service has executed.


198

Available Options

With the Sequential Ring configuration, you can:

• Ring the base location

• Set the number of rings for the base location

• Continue the search process if the base location is busy

• Allow the caller to terminate the call sequence

• Enter one to five locations with an associated number of rings that establish the ring sequence to which calls are directed

• Select pages from which to add, modify, or delete entries that activate Sequential Ringing service

• View and activate or deactivate your entries


199

View or Edit Entries

1. Check the Use Base Location First box to ring the base location

2. Set the number of rings for the base location from none to 6

3. Check the box next to “Continue the search process if the base location is busy” to continue searching your available ring locations

4. Check the box next to “Enable caller to skip search process” to allow the user to terminate the call sequence

5. Enter one to five locations with an associated number of rings that establish the ring sequence

6. Select pages from which you can add, modify, or delete entries that activate the Sequential Ringing service – see the next page for instructions on adding rules

7. Check the boxes next to each entry to activate it



200

Adding a Rule


to modify an existing rule

2. Name the entry in the Description field

3. To enable the entry, select “Use sequential ring”

4. Select a Time Schedule and a Holiday Schedule

5. Specify the calls that you receive that are to be sent to your configured ring sequence:

a. Any Phone Number: Calls from all numbers will enter the ring sequence

b. Any Following Phone Numbers: Specify a list of phone numbers to be sent to the ring sequence



201

Shared Call Appearance

Shared Call Appearance allows administrators to allocate additional devices or lines to a user.

These devices or lines ring just like the user’s primary phone.

Use the Shared Call Appearance page to list and manage the identity/device profiles assigned to the user. Each user can have a maximum of 35 additional shared appearances assigned.

Click to edit the user’s Shared Call Appearance settings:

1. Enable or disable “Alert all appearances for click-to-dial calls”

2. Enable or disable “Allow call retrieve from another location”

3. Enable or disable Call Park notifications

4. Enable or disable “Allow bridging between SCA locations”

5. Enable or disable “Multiple Call Arrangement”



202

Simultaneous Ring

Enabling Simultaneous Ring

Simultaneous Ring allows you to list phone numbers or SIP-URI addresses you would like to ring in addition to your primary phone when you receive a call.

Enter up to ten (10) phone numbers. Calls will ring at all of the numbers on your list, as long as the lines are not busy.

This service can be affected by other services, including Call Forwarding Always, Call Forwarding Busy, Call Forwarding No Answer, Call Forwarding Selective, and Voice Messaging.

Click to enable this service, and click

to disable it.



203

Modifying Settings

Click to modify your settings:

1. Configure each phone number or SIP-URI:

a. Enter the number or Feature Access Code

b. Set the number of rings before the number should be called

c. Check “Answer Confirmation Required” to prompt the answering party to enter a confirmation digit to complete the call

2. Configure sequential ring settings:

a. Enable or disable “Use base location first” and configure the number of bas location rings

b. Enable or disable the ability for the caller to skip the search process


204

Add or Edit Rules

Click to add a new rule or to modify an existing rule.

1. Enter or modify the description of the rule

2. Enable or disable sequential ring

3. Select the Time Schedule and Holiday Schedule during which this rule will apply

4. Enter the phone numbers and op[options that will trigger the rule



205

Speed Dial 8

Speed Dial 8 allows you to set up to eight (8) speed dial numbers that can be called with the push of a button.

Enter the number as you would normally dial it, then just hit that number on your touch pad to call it.

You can also program your speed dial using your phone and the * (star) code for Speed Dial 8.

To use speed dial from the phone, dial the speed dial code number and press # (pound).

Click to view or edit entries, then enter the phone number or SIP-URI address and its name.



206

Speed Dial 100

Speed Dial 100 allows you to set up to 100 speed dial phone numbers that can be called with the push of a few buttons.

Click to modify your Speed Dial 100 settings.

1. Click to add a new entry

2. Select a two-digit code

3. Edit a phone number/SIP-URI address and description for your selected code

4. Click to keep your changes

To upload a CSV file containing all Speed Dial

100 entries, click , then click .



207

Third Party Voice Messaging

Third Party Voice Mail service sends busy and unanswered calls to the specified third-party voicemail system.

1. Enable or disable the service

2. Enable or disable “Send All Calls to Voicemail”

3. Enable or disable “Send Busy Calls to Voicemail”

4. Enable or disable “Send Unanswered Calls to Voicemail”

5. Select a number of rings from the dropdown menu

6. Enable or disable Fax Messaging

7. To reset your PIN, type in a new PIN and press the Reset button



208

Voice Messaging

Voice Management allows you to specify how to handle your messages.

Click to modify settings:

1. Enable or disable Voice Messaging service

2. Choose how to handle incoming calls:

a. Send all calls to voicemail

b. Send busy calls to voicemail

c. Send unanswered calls to voicemail

3. Under “When a voice message arrives,” choose from the available options:

a. Retrieve voice messages using your phone and email account by selecting “Use unified messaging”

b. To only listen to voice messages using email, select “Forward it to this email address” and designate an email address

4. Indicate if you want to be notified by email of new messages

5. Indicate if you want a carbon copy of your message sent to another email address

6. Indicate if callers have the option to transfer to another number in addition to leaving a voice message



209

Voice Portal

Voice Portal allows you to set a Personalized Name and enable voice portal auto-login.

To modify your Voice Portal settings, click

:

1. Enable or disable the service

2. Enable or disable “Use Personalized Name for Auto Attendant and Voice Messaging”

3. Click to upload a .wav file

from your computer, then click

4. Enable or disable Auto-Login – when enabled, the system recognizes the calling user and the password collection phase is skipped



210

Appendix II: Group Services


211

A Account / Authorization Codes, 196 Auto Attendant, 198

B BroadWorks Anywhere, 202 BroadWorks Mobility, 204

C Call Center, 205 Call Park, 215 Call Pickup, 218 Calling Plans, 210 Collaborate Bridge, 219 CommPilot Call Manager, 220

E Emergency Zones, 221

F Feature Access Codes, 222

G Group CLID, 223

G Group Night Forwarding, 224 Group Paging, 225

H Hunt Group, 226

I Instant Group Call, 228

M

Meet-Me Conferencing, 229 Music On Hold, 231

S Series Completion, 232

T Trunk Group, 233

V Virtual On-Net Enterprise Extensions, 234 Voice Portal, 237


212

Account / Authorization Codes

Administration

The Account / Auth Codes page is used to configure account and authorization codes for the group.

This section determines if account or authorization codes are required for users in your group.

Click to search for users.

1. Select a mode for the account and authorization code service:

• Account Code: Tracks outgoing calls against account codes and checks that codes provided by users contain the required number of digits

• Authorization Code: Allows users to make calls only after providing valid, predefined authorization codes

• Deactivated (default)


213

Codes Management

Bulk Update

To add a new code, enter its Code and

Description, then click .

To delete an existing code, select it from the list

and then click .

You can upload a CSV text file that contains your codes to update many Account/Auth Codes simultaneously.

Click to select a file, then click

.



214

Auto Attendant

An Auto Attendant serves as an automated receptionist that answers the phone and provides a personalized message to callers.

Callers have the option to connect to the operator, dial by name or extension, or connect to configurable extensions.

Use the Auto Attendant page to modify profile settings as well as business hours, after hours, and holiday hours settings for the Auto Attendant.

To configure your Auto Attendant, select it from the dropdown menu.

Click to keep any changes you make.


215

Profile

You can view and modify the following information:

• Name

• Department

• Language

• Time Zone

• Business Hours

• Holiday Hours

• Scope of Extension Dialing (determines whether the Auto Attendant can redirect callers by name)

• Name of Dialing Entries (controls the format callers should use when dialing by name)


216

Business Hours/After Hours Tabs

Use these tabs to set up a greeting and dialing menu for an Auto Attendant to use during business hours and after hours.

NOTE: The maximum length allowed for .wav and .wma files is 5 minutes

• Greeting: Use the default greeting, or select Personal Greeting and select a .wav or .wma file

• First-Level Dialing: Enable to allow callers to enter the extension of the party they want to reach without selecting a menu option

• Dialing Menu: You may define a menu option for each numeric key, the * (star) key, and the # (pound) key – select an action from the dropdown menu for each key you want to use, and enter a phone number or FAC Choose from the available actions for each key:

• Transfer with prompt

• Transfer without prompt

• Transfer to operator

• Transfer to submenu

• Name dialing

• Extension dialing

• Repeat menu

• Exit


217

Call Policies

Call Policies control how calls are redirected and how identity is managed for external and internal calls.

• Connected Line Identification Privacy on Redirected Calls

• Send Call Being Forwarded Response on Redirected Calls

• Calling Line Identity for Redirected Calls


218

BroadWorks Anywhere

Configure BroadWorks Anywhere

BroadWorks Anywhere extends your services to any specified fixed phone, mobile phone, or soft client just as if it were your primary device.

You can configure the following information:

• Name

• Department

• Language

• Time Zone

• Who can use the BroadWorks Anywhere portal (all users in the same service provider, or only users in your group)

• Calling location confirmation prompt (never, always, or only when Not Available)



219

Privacy

If Privacy is enabled, use this section to configure your privacy settings for the selected virtual user.

This determines the visibility of the virtual user within your enterprise or group.

To configure Privacy settings:

1. Enable or disable directory privacy

2. Enable or disable Auto Attendant extension dialing privacy

3. Enable or disable Auto Attendant name dialing privacy



220

BroadWorks Mobility

Use the BroadWorks Mobility page to configure your mobility settings.

1. Indicate whether the Service Provider settings or the Group Settings should be used

2. Check one or more of the following options:

• Enable Location Services

• Enable MSRN Lookup

• Enable Mobile State Checking

• Deny Call Originations (blocks outgoing calls)

• Deny Call Terminations (blocks incoming calls)

Click to keep your settings.


221

Call Center

Agent Unavailable Codes

The Call Center page allows you to view and edit the default Call Center services in the current group.

The intent of the Agent Unavailable Codes feature is to provide additional information about agents. Apply these codes when an agent changes their ACD state to unavailable.

You may use this page to configure code feature defaults and add, modify, and delete the codes for the selected group.

1. Enable or disable Agent Unavailable Codes

2. Configure the code defaults:

• Do Not Disturb code

• Personal calls code

• Consecutive bounces code

• Unavailable after consecutive bounces code

3. Check the box to enable “Force Use of Agent Unavailable Codes” and select the default code from the dropdown list



222

Managing Codes

Search for existing codes by entering a search

string and clicking .

You may also filter your search.

To add or edit a code:

1. Click to create a new code, or select an existing code from the list and

click

2. Click ACTIVE to activate the code and enter its Code Number and Description

3. Click to add the code to the list.

Click to delete the selected code.


223

Call Disposition Codes

Call Disposition Codes are additional attributes that agents can apply to calls, which allow them to tag calls for marketing promotions, topics, and so on.

You can define disposition codes at the enterprise level, or at the call center or route point level.

Use the Call Disposition Codes section to view, activate, or deactivate enterprise-level disposition codes defined for your enterprise.

1. Click to add a new code, or select

an existing code and click

2. Click ACTIVE to activate the code, and enter its Code Number and Description

3. Click to add the code to the list

Click to delete a code.


224

Agent Default Settings

Use this section to configure the Agent Default Settings for the enterprise.

1. Guard Timer Setting: Select either Default settings or Enterprise settings

2. Guard Timer: Select a timer, then enter a number of seconds

3. Agent Unavailable Setting: Select either Default settings or Enterprise settings

4. Configure when to force an agent to Unavailable:

• When Do Not Disturb is activated

• When on a personal call

• After a defined number of consecutive bounces

• When Not Reachable



225

Call Center Routing Policy

Call Center Enhanced Reporting Branding

Call Center External Reporting Settings

This section allows you to select the call center routing policy and place enterprise-level call centers in priority order.

1. Routing Policy: Select either Longest Wait Time or Priority Order

2. Priority Order: Place the call centers in order or priority – enter the number of priority in the Priority field, where 1 is the highest priority


Select either System settings or Custom settings, then upload a branding file.


Select either Off or Enhanced.



226

Calling Plans

Codes Management

The Calling Plans page manages the calling plans for members in your group or department.

Use the dropdown menu to select which Group or Department to edit.

This section allows you to view the authorization codes available in your group or department’s Outgoing Calling Plan.

From this section, you can also add or delete authorization codes for the group or departments.

If your group is part of an enterprise, the list includes all enterprise-level groups created by your enterprise administrator.

If you choose to modify the settings for an enterprise-level department, your changes will only apply to users in the department that exists within your group.

To enter a new code, enter its Code and

Description, then click .


227

Digit Strings

Transfer Numbers

Click to add a digit string, then enter its Name and Digit String.

Click to modify an existing Digit String.

Click to delete a Digit String.

Use this section to set transfer numbers for us in the Outgoing Calling Plan and Outgoing Digit Calling Plan.

Configure up to three (3) different transfer numbers, corresponding to the T1, T2, and T3 permissions available in the group or department’s Calling Plan or Digit Plan.

When a call type has one of these permissions, calls of that type are transferred to the corresponding transfer number.

Enter or edit the transfer numbers in the provided fields.



228

Incoming Calling Plan

Use this section to restrict incoming calls to the group or to departments in the group.

To change incoming call privileges for the group or departments, select an option from the Calls From Outside Group dropdown menu:

• Allow: Allows users to receive all calls from outside the group

• Partial: Allows users to receive calls from outside the group if the outside calls are transferred or forwarded by other users in the group

• Block: Prevents users from receiving any calls from outside the group



229

Outgoing Calling Plan

Use this section to modify the types of calls that users in your group or departments can make.

Select a value from the dropdown list for each call type listed within each group:

• Y: Authorizes the call type for users

• N: Blocks access to the call type for users

• A: Forces users to supply an authorization code when the call type is detected

• TX (where “X” = 1, 2, or 3): Transfers users to the specified transfer number when the call type is detected



230

Call Types

Call Types are defined as follows:

• Group: Calls within a user’s BroadWorks group

• Local: Calls within the same geographic region

• Toll Free: Free calls to numbers beginning with “1”

• Toll: Chargeable calls within the same geographic region

• International: Chargeable calls to other countries

• Operator Assisted: Calls made with the chargeable assistance of an operator

• Chargeable Directory Assistance: Chargeable calls made to Directory Assistance, such as 411

• Special Services I: Calls to 700 numbers

• Special Services II: Reserved for the system administrator’s discretion

• Premium Services I: Chargeable calls to 900 numbers

• Premium Services II: Chargeable calls to 976 numbers

• Casual: 1010XXX chargeable calls

• URL Dialing: Calls made to URLS outside the group

• Unknown: Calls to unknown call types


231

Call Park

Call Park Settings

Call Park service allows users to place a call on hold so that any member of the group or enterprise can retrieve it by using the Call Park Retrieve service.

Group Call Park provides a hunting mechanism so that when parking a call, the service looks for an available user within the parking user’s Call Park group.

Each user can only be assigned to one Call Park group.

Click to keep any changes you make.

The Alternate Recall User option allows you to define a second person to receive park calls.

After selecting the secondary user, define how the system handles the recall alert notifications:

• Alert parking user only

• Alert parking user first, then secondary user (if parking user does not answer the recall)

• Alert secondary user only


232

Settings for Group Call Park

Settings for All Parked Calls

The Display Timer controls how many seconds the server waits before releasing the parking call.

Check “Enable parked destination announcement” to notify the parking user of the extension/directory number of the call park destination.

Configure the options for parked calls:

• Ring pattern for recalled calls

• Recall timer (in seconds)

• Alert alternative recall user wait time (in seconds)


233

Call Park Groups

See the Agents section for more information about adding users to your Call Park Group.

Call Park Groups define the set of available users that can take a particular user’s parked call.

To modify Call Park Group settings:

1. Click to define your first group, or

click to add an additional group

2. Select the group to edit in Group Name

3. Define the Alternate Recall User (must be one of the hunt groups)

4. Configure the Recall To options


6. Add users from the Available Users group to the Assigned Users group



234

Call Pickup


Call Pickup enables a telephone call to be answered by anyone within a defined group.

From the Call Pickup page, you may add or delete groups, as well as assign users to those groups.

To change Call Pickup settings:

1. Click to define your first group, or

click to add an additional group

2. Select the group to edit in Group Name


4. Add users from the Available Users group to the Assigned Users group



235

Collaborate Bridge

The Collaborate Bridge page allows you to edit the bridge settings for the selected user.

After selecting a user from the list, you will be directed to the individual’s Calling Features page, where you can modify the Collaborate settings.


236

CommPilot Call Manager

The CommPilot Call Manager page manages the level of access to your organization’s directory.

Users in your group access the Group Directory via the Group Directory section in the Utilities tab.

• Display Enterprise Directory / Group Directory: Provides full access to the group or enterprise directory, including viewing contents, listing web and department directories, and search for individual names

• Hide Enterprise Directory / Group Directory: Hides the Enterprise or Group directory

• Display Limited Enterprise Directory / Group Directory: Allows users to only search for individual names



237

Emergency Zones

The Emergency Zones page configures the rules and notifications for your group’s Emergency Zones.

To configure your Emergency Zones:

1. Configure zone rules by selection one of the available options:

• Reject all registrations and outgoing call originations from outside the home zone

• Reject emergency call originations from outside the home zone

2. Check the box to enable emails when emergency calls are made, then enter an email address



238

Feature Access Codes

The Feature Access Codes page allows you to manage the numbers and symbols that your users can type in order to access individual features.

For example, *15 for Call Bridge, or *68 for Call Park.

You cannot change the Feature Access Codes from your service provider. However, you can use and modify your Group Feature Access Codes.

Default values are populated by the service provider.

To change the Group Feature Codes:

1. Enter or modify the codes as required – you can modify the Main code and enter or modify the Alternate code for any Feature Access Code available for your group

2. Use the following format:

• Feature Access Codes must be unique and can be two (2) to five (5) characters in length

• Valid characters are numbers from 0 to 9, uppercase letters from A to D, and the special characters * (star) and # (pound)

• Ensure that no Feature Access Code is already in use by an emergency number, speed dial number, or extension number

• Be careful not to enter a code that is already in use



239

Group CLID

The Group Calling Line ID page controls what CLID is displayed for outgoing calls.

To configure Group CLID:

1. Select the Group CLID phone number

2. Choose a policy: Group CLID policy or Service Provider/Enterprise CLID policy

3. Enter the name for the Group CLID



240

Group Night Forwarding

Group Night Forwarding is a user service that redirects incoming calls that occur outside of the group’s business hours to a specified number.

The settings apply to users who have their service configured to use the group set tings and can be activated manually or by a schedule.

When the service is activated for a user, external calls received by the user are redirected to the specified phone number. For enterprise groups, calls received from another group within the enterprise can be treated either as external or internal, depending on the system configuration.

1. Select Automatic On to enable automatic activation

2. Select a time and/or holiday schedule when the service should be automatically activated

3. Enter a forwarding phone number in the “Forward to phone number” field



241

Group Paging

The Group Paging service allows authorized users to page a group of users (“targets”) by dialing a phone number or an extension.

To configure Group Paging:

1. Select the paging group you would like to edit

2. Configure the maximum numbers of target users per paging group from the Service Provider and from the selected group


242

Hunt Group

A Hunt Group automatically processes incoming calls received by a single phone number by distributing them among a group of users or agents.

To add or edit a Hunt Group, edit the following information:

1. Hunt Group ID: Create an ID and select a domain from the dropdown list

2. Name: Enter a name for the Hunt Group

3. Hunt Group CLID First and Last Name

4. Department

5. Language

6. Time Zone

7. Check the box to enable Allow Call Waiting on Agents

8. Group Policy Control: Select one or more available of the following options:

• Circular (hunt through agents starting from the agent after the last agent that took a call)

• Regular (hunt through agents starting at the top of the list each time)

• Simultaneous (alert all agents at one time)

• Uniform (hunt through agents starting with the agent that has been idle longest)

• Weighted Call Distribution (calls are assigned to idle agents based on assigned percentages)


243


9. No Answer Settings: Configures how the service behaves if a user does not answer a call:

a Skip to Next Agent after X rings

b Forward Call After Waiting X seconds

10. Add users:

a Click to search for available users

b Add users from the Available Users group to the Assigned Users group



244

Instant Group Call


With Instant Group Call, call a whole group of internal users from the same group, or a group of external users.

To add or edit an Instant Group Call:

1. Click to create a new group or click

to modify an existing one

2. You can modify the following fields:

a Name

b Calling Line ID

c Department

d Language

e Time Zone

f Enable Maximum Call Time for Unanswered Calls

3. Click to add a new user, then enter a phone number

Click to change the Instant Group Call ID.

Click to delete an entire group.



245

Meet-Me Conferencing

Select Maximum Ports

Manage Settings

Meet-Me Conferencing allows you to view, manage, and delete conferences and bridges.

To set the number of Meet-Me Conference ports for your group, select “Unlimited” or “Limited to:” and enter the maximum number of allowable ports.

To manage your Meet-Me Conference settings:

1. Select the conference bridge you want to manage

2. Click the Calling Features tab

3. Modify the settings for each of the assigned services



246

View Call History

1. Select the conference bridge you want to manage from the dropdown list

2. Click the My Calls tab

3. Select “Query Call Details” or view the “Last 20 Calls”

4. Export call history in the format of your choice


247

Music On Hold

Configure the music that plays when a caller is placed on hold for each group or department.

1. Select the Group or Department

2. Configure the General Settings that determine when music is played:

• Enable music during Call Hold

• Enable music during Call Park

• Enable music during Busy Camp On

3. Configure the audio codec to use for audio playback:

• G.711: Toll quality at the expense of more bandwidth

• G.726: Less bandwidth; often used on international trunks

• G.729: Similar to G.711 but uses less bandwidth

• AMR: Standard speech codec for 3GPP networks

4. Select a music source:

• System defined

• External source (based on identity/device profile, or none)

• Custom (specify your own audio file)

5. Configure music for internal calls



248

Series Completion


Create a new Series Completion group or edit an existing group.

You can modify the following settings:

1. Name

2. Add users:

a. Click to search for available users

b. Add users from the Available Users group to the Assigned Users group



249

Trunk Group

Trunk Groups restrict the number of active calls a group of users is allowed to have on a single device.

Use this page to add new or edit existing Trunk Groups.

Click to create a new Trunk Group, or click to modify an existing group. You can modify the following settings:

• Trunk Group ID

• Name

• Calling Line ID

• Department

• Language

• Time Zone

• Maximum Active Calls Allowed (not to exceed Trunking Call Capacity)

• Maximum Incoming Calls

• Maximum Outgoing Calls

• Check the box to Enable Authentication

• Authentication User Name

• Authentication password



250

Virtual On-Net Enterprise Extensions

Adding Users

Virtual On-Net users are external users who have been assigned an extension so that authorized users can call them using an extension.

From the Virtual On-Net Enterprise Extensions page, you can add, edit, or delete Virtual On-Net users.

Click to add a Virtual On-Net User:

1. Create a first and last name

2. Specify the user’s CLID

3. Enter the user’s phone number

4. Enter the user’s extension

5. Assign a virtual on-net type for billing purposes



251

Adding User Ranges

Use the Virtual On-Net User Ranges popup to configure a range of virtual on-net users in your group or enterprise.

Assign a single name and virtual on-net type to the range, then use the User Edit popup to modify individual entries.

To add a range:

1. Specify the last and first name for the range

2. Specify the CLID for the range

3. Enter the first and last phone number of a continuous range of numbers

4. Enter the first and last extension, or the corresponding extension range you want to assign to the range

5. Select a Virtual On-Net Type from the dropdown list



252

Modifying Users

In the User Edit popup, you can modify virtual on-net user entries.

Just enter or select the information you wish to modify.



253

Voice Portal

The Voice Portal page allows you to configure the voice portal service for your group.

1. Enable or disable Group Voice Portal

2. Enter a name for your voice portal

3. Configure the Voice Portal CLID

4. Select a language

5. Select a time zone

6. Enable or disable “Allow phone numbers or voicemail aliases on login in addition to extensions” – this prompts users who do not call from their own extension to enter their mailbox ID

7. Enable or disable Voice Portal Wizard – forces users to change their password from the default and to record their personalized name before they can access the Voice Portal

8. Select the Default voice portal greeting, or select Branded Greeting to upload a .wav file

9. Select the Default voice messaging greeting, or select Branded Greeting to upload a .wav file

10. Create a voice portal administrator password


Documents

Connected Office Voice...Connected Office Voice – PBX | Admin Guide | Part 1: Getting Started - Installing Phones . 11 Attaching the Base . Connecting the Handset Cord . The base