EarthLink Business - IT, Data, Voice & Internet Services

Proprietary and Confidential

EarthLink Business Hosted Voice Premium Seat User Training

1 Proprietary and Confidential


Welcome!

• Welcome to Earthlink Business!

• This training will help you to get comfortable with your new Hosted Voice solution

• There are a vast number of features you can use with this new phone system that will help you to be more efficient in your day to day activities


Where to Start?

• EarthLink Business has created a Getting Started guide to help you with the initial set up of your new solution – Includes how to set up voicemail greetings

• Additionally EarthLink Business has a guide specific to Premium Users to help with the installation of your CommPortal Assistant – CommPortal Assistant is a desktop application

that allows you additional control over your call handling


Resources

• Customer Information Portal

– There are a number of resources posted to this website including phone guides and portal training

– www.earthlinkbusiness.com/hostedvoice

• CommPortal

– Online portal to manage your voicemail, contacts, and call features, i.e. Find-Me/Follow-Me

– https://voip.elnk.us

• Customer Care

– 855 352.2731

http://www.earthlinkbusiness.com/hostedvoice

https://voip.elnk.us/


Components of Solution

• Phone – There are several different phone options with the solution

– For information about your specific phone please go to the Customer Information Portal for the Quick Reference Guide that relates to your phone

• Voicemail – Access through both the phone, remotely, and through on-

line web portal

• CommPortal – On-line web portal that allows you to:

• Access your voicemail

• Set up voicemail to email forwarding or notification

• And many other options

• CommPortal Assistant – Desktop application that allows you to handle calls as they

are coming in through your desktop



Voicemail

• Accessing Voicemail – From your IP Phone: Dial *99

– From outside the office: • Dial your telephone number

• When you get your greeting hit the * button

• You will be prompted for your PIN

• First Time Login – You will be prompted to take the following

actions: • Recording your greeting

• Record your name

• Change your PIN – Must be between 6 and 20 digits long

– Cannot be part of your telephone number

– Cannot repeat a single digit more than two (2) times

– Cannot be a sequence of numbers such as “123456”


CommPortal

• CommPortal is an on-line portal that allows you to manage your communications from any place you have an Internet connection

• Allows you to take the following actions:

– Access your voicemail

– Set up voicemail to email forwarding or notification

– Change incoming call management, i.e. call forwarding

– Retrieve contact information

– See missed calls

– And many other options

• Please note many of the features you were able to use star (*) codes for previously you will still be able to use


Logging into CommPortal

• Go to https://voip.elnk.us

• You will be prompted for:

– Number

• This is your telephone number

– Password

• This is the same as the PIN you use to login to voicemail

https://voip.elnk.us/


The Basics of CommPortal


Dashboard

• Most of your basic functionality sits right on the first page you see when you login


Click-to-Dial

• You can make a call easily from your CommPortal

• Select the number you would like to call

– Either by entering the number

– Selecting the number from your contacts

• Select the number you would like to initiate the call from

• Hit Dial


Messages & Calls Tab

• Allows you to navigate through voicemails – Typically you have to

listen to the voicemail that was left most recently, but with the web layout you are able to listen to the voicemails as you need

– Deleted Messages are kept on the last sub-tab

• View all calls through the portal or your IP Phone – Missed

– Dialed

– Received

– Rejected


Additional Actions with Calls

Allows you to

Export contacts

from call lists

Allows you to

listen to voicemail

if caller left one

Allows you to

see if there are

any rules related

to the caller


Contacts Tab

• Allows you to store contact information on portal for easily identifying callers within call lists and ease of use with the Click-to-Dial feature

• New contacts can be added manually or imported using a .csv file

• Use the export function to import contacts into applications like Outlook or Excel


Additional Actions with Contacts

Import or Export

contacts from/for

other applications Edit or Delete

contacts

Search for

contacts within

your contacts

Create new

Contacts and groups

Your administrator

can set up extensions

and short codes for

you to easily contact

other users within your

organization


Call Manager Tab

• One of the most powerful tools with your EarthLink Business solution is the Call Manager tab

• Allows you to control how calls to your number are handled

• Summary tab shows you what settings are currently being applied to your calls

– Summary tab also you to make basic changes to how your calls are handled


Summary Tab

All calls will be automatically

forwarded to the number specified

Phone will ring normally

Send calls directly to voicemail

Handle calls based on

rules/scheduling set on tabs

Rather than caller going to

voicemail have call forwarded


Rules Tab

Defines the Set of Rules that are

applicable to the option selected

from the left “Set of Rules” list

Lists the Rules that

are already

programmed


Rule Options

1

2

3

4

5

6

7


Rule Options Continued

• 1- Distinctive Ring

• 2 - Call Forward to a Single Number

• 3 - Send Directly to Voicemail

• 4 – Message the Caller of Unavailability and Disconnect Call

• 5 – Screen Call Before Answering

• 6 – Find-Me/Follow-Me or Simultaneous Ring

• 7 – Screen Call then Find-Me/Follow-Me or Simultaneous Ring


Find-Me/Follow Me & Sim Ring

At this point in the call

both phone will be ringing

at the same time

Tells system what to do if

no one picks up at any of

the numbers specified

Determines how long the

call will ring at the number


Tips for Using Find-Me/Follow-Me

• If you are sending calls to a phone that has voicemail, make sure that you are not ringing the phone for so long that it goes to voicemail

• When using the Find-Me/Follow-Me feature callers will not be notified that the system is ringing alternate numbers

• The total length you should have the combine steps in your Find-Me/Follow-Me sequence should not exceed 115 seconds before rolling over to your voicemail – If it exceeds 115 seconds then the caller will not

be sent to your voicemail box


Weekly Schedule

Allows you to set

schedules where your

rules will be the same

based on the time of day

and day of week

Easy to change: simply

select the period to

change then select

applicable times/days


Special Days

• Allows you to specify days that should follow a different schedule then what is stated in the Weekly Schedule

• Typically this is used for Monday holidays where you would like your call handling to follow a weekend schedule rather than a weekday schedule

• Add Public Holidays will give you the option to input all US Federal holidays


Apps Tab

• Allows you to download applications that will enhance your ability to manage your calls

• CommPortal Assistant is a desktop application that does a call ‘pop’ on your desktop when a call is coming in – Allows you real-time

capability to handle incoming calls

• Call Me is a button you can put on your email for your customers to easily call you back


CommPortal Assistant

• EarthLink Business has created a guide specific to the installation of the CommPortal Assistant

– This guide can be found at www.earthlinkbusiness.com/hostedvoice

• When configuring your application you will be asked for several specific pieces of information:

– 10-Digit Phone Number: Your Telephone Number

– Voicemail PIN: Your PIN to get into CommPortal

– CommPortal URL: https://voip.elnk.us



Settings Tab

• Allows you to customize your solution beyond the call management

• As simple as changing your password to changing the soft keys on your phone


Account Tab

Change your PIN,

used for accessing

voicemail from a

remote call forwarding

number

Change the location

sent to 911 for

emergency dispatch

Change your

password, used for

both voicemail

through phone and

CommPortal access


Calls Tab - General

Determines caller ID

preferences for

incoming and outgoing

calls

Calls Tab – Call Blocking

Proprietary and Confidential 30

Restricts the types of calls

that can be made from your

phone. If you cannot

unselect an option then this

has been by your

administrator

Calls Tab – Call Me


Allows customer to

enable or cancel all “Call

Me” Buttons

Messages Tab


Setup automated

voicemail-to-email

preferences

Determine email

address to forward

messaging to

Warning message

when Call Manager

Rules are enabled

Messaging Tab Continued


Setup steps required when

logging into voicemail through

your IP Phone. Allows you to

skip having enter PIN or

listening to greetings.

Determines which greeting is

played to callers in various

scenarios


Notifications – MWI Tab

Allows you to set up an

additional phone where

you would like the

Message Waiting

Indication to be sent

when a voicemail is left

Allows you to only set

the Message Waiting

Indicator to be sent if

the message is marked

as Urgent

Please note, one or the other must be selected, but both cannot be

selected on the same number.

Notifications – Email Tab


Allows you to determine

which messages will be

sent to which email

addresses

Allows you to setup a notification to

multiple email addresses when you

receive a voicemail. This feature is

different from the Settings tab, as it is

ONLY NOTIFICATION

Notifications – Outdial Tab


Allows you to setup a

notification to a phone when

you receive a voicemail. Lets

you specify what type of

voicemail and how often to

notify

Notifications – Override Tab


Override your notifications

until a specified date.


Reminders Tab

• Allows you to send a voicemail reminder to you with your recorded message

• Set the date and time when you would like to be notified, and record your message

• The message will then be sent to you at the date and time you selected


Configure Phone

• Allows you to modify some of the keys on your IP Phone

• Once you click on the link “set keys” you will be directed to a new web page

• The view will show keys – BLUE if you are

able to modify the key

– RED if it is locked and


Reminders Tab

• Allows you to send a voicemail reminder to you with your recorded message

• Set the date and time when you would like to be notified, and record your message

• The message will then be sent to you at the date and time you selected


Phones Tab

• Allows you to modify some of the keys on your IP Phone

• Once you click on the link “Configure your phone” you will be directed to a new web page

• The view will show keys – BLUE if you are

able to modify the key

– RED if it is locked and


Helpful Hint

The Help section is dynamic

based on what page you are

currently on, and has

additional information for

specific functions you may

be looking to do


Additional Help

• Customer Information Portal – There are a number of resources posted

to this website including phone guides and portal training

– www.earthlinkbusiness.com/hostedvoice

• Customer Care – If you have questions that are not

answered in the attached presentation or the other materials on the Customer Information Portal then you can reach us at 855 352.2731


Documents

EarthLink Business - IT, Data, Voice & Internet Services