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Web Portal User GuideEasily set up new calling features, or make changes to existing ones through TouchTone's Business VoIP Web Portal.
www.touchtone.net
This guide covers:
Accessing the Web Portal Setting up calling features (user level) Setting up calling features (admin level) Changing existing calling features
BUSINESS
Admin Features
Table of Contents
3
3
3
4
Web Portal Basics
• Introduction
• Accessing the Web Portal
• Help Button
• Site Navigation
• Auto Attendant
• Hunt Groups
• Music On Hold
• Barge-In
• Changing Admin Passwords
• Resetting Web Portal & Voicemail Passwords
• Adding/Editing Administrators
• Adding/Editing Departments
• Assigning User to Department
• Changing Assigned Name of Extension or Phone
11
12
14
15
18
19
19
20
20
20
Calling Features (User Level)
4
4
4
5
5
6
7
8
8
9
• Voicemail / Voice Management
- Accessing voice management
- Initial voicemail login / changing password
- Accessing voicemail
- Voicemail control options
- Recording voicemail greetings
- Recording name
- Voicemail to e-mail
• Call Transfer
• Find Me Follow Me
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Additional Options
• Press 1 to reply to the message (see Reply to Message for additional options). • Press 2 to forward message (see Forward Message for additional options). • Press * to return to previous menu • Press # to repeat menu
Reply to Message
• Press 1 to change current reply • Press 2 to listen to current reply • Press 3 to send reply • Press 6 to set or clear urgent indicator • Press 7 to set or clear confidential indicator • Press * to return to previous menu • Press # to repeat menu
Forward Message
• Press 1 to change current introduction • Press 2 listen to current introduction • Press 3 to send message to specific group members • Press 4 send message to entire group • Press 5 send message to distribution list • Press 6 set or clear urgent indicator • Press * return to previous menu • Press # repeat menu
Compose Message Options
• Press 7 to delete all messages • Press * to go to Comm Pilot Voice portal
Press # repeat menu. Recording Voicemail Greetings You can record your voicemail greetings using your phone, or upload an audio or multi-media video file via the Web Portal. You can choose to set up a Busy Greeting, No Answer Greeting, and Alternate to No Answer Greeting. It is not necessary to record a customized Busy No Answer or Alternate to No Answer greeting.
To manage Greetings from the Web Portal,
1. Log into the Business Web Portal. 2. Under Options (located on the left-hand side), click on Messaging. 3. Under Messaging, choose Greetings.
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Voicemail to Email To send a copy of your voicemails to an email address:
1. Log into the Business VoIP Web Portal. 2. Select Messaging from the Options, and then click Voice Management. 3. Towards the bottom of the page, in the “Additionally...” section, click on the check box “E-mail a
carbon copy of the message to _______” and enter your email address in the box. 4. Click Apply or OK.
To send your voicemail to an email address without storing a copy on your IP Phone:
1. Log in to the Business VoIP Web Portal. 2. Select Messaging from the Options, and then click Voice Management. 3. Towards the middle of the page, in the “When a message arrives...” section, click the radio button
“Forward it to this e-mail address:” and enter your email address in the box. 4. Click Apply or OK.
Call Transfer (Attended, Blind & Transfer to Voicemail) The Call Transfer feature allows you to transfer calls to another telephone number (landline or cell phone), extension, or voicemail.
You can choose from three options:
• Attended • Blind • Transfer to Voicemail
Attended Transfer
1. During a conversation, press the Transfer (xfer) soft key. The call is placed on hold and you will hear a dial tone.
2. Dial the number to which you want to transfer the call. Wait for the party to answer so you can announce the transfer.
3. If the called party is available, press the Transfer (xfer) soft key again to complete the transfer. 4. If the called party is unavailable, you can hang up and press the blinking line key of the original
call to cancel the transfer and return to the holding party.
Blind Transfer
1. During a conversation, press the Blind Transfer (bxfer) soft key. 2. The LCD will then display Enter Blind Transfer Target. Dial the number to which you want to
transfer the call to. 3. Hit dial and the call will immediately transfer.
Transferring a Call Directly to Voicemail
1. During a conversation, press the Transfer (xfer) soft key and dial *55. When prompted, enter the 4-digit extension and press #.
BUSINESS
9
Find Me Follow Me (Mobile Office) With Find Me Follow Me, your calls follow you wherever you go. Receive calls from any phone as if you were in the office. Three options are available: Sequential, Simultaneous and Forward. Sequential Ring This features allows you to ring multiple phones sequentially when calls are received.
To enable Sequential Ring:
1. Log into the Business VoIP Web Portal. 2. Click the Incoming Calls link located on the left hand side. 3. Click Sequential Ring. 4. Click the Add button. 5. Enter a Description and click the OK.
6. Click the Use Sequential Ring radio button. 7. Select a Schedule, if needed (default is “Every Day All Day”.) 8. Click OK. 9. Enter the phone numbers that you want to ring. 10. Leave the rest of the options as defaults. 11. Click Apply, and then OK.
To disable Sequential Ring:
1. Log into the Business VoIP Web Portal. 2. Click the Incoming Calls link on the left hand side. 3. Click Sequential Ring. 4. Uncheck the box for Active. 5. Click Apply and then OK.
Simultaneous Ring This feature allows you to ring multiple phones simultaneously when calls are received.
To enable Simultaneous Ring Personal:
1. Log into the Business VoIP Web Portal. 2. Click the Incoming Calls link located on the left hand side. 3. Click Simultaneous Ring Personal. 4. Click the Add button. 5. Enter a Description and click on OK. 6. Click On radio button. 7. Enter the phone numbers that you want to ring simultaneously with your VoIP phone. 8. Leave the rest of the options as defaults.
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10
9. Click Apply, and then OK.
To disable Simultaneous Ring Personal:
1. Log into the Business VoIP Web Portal. 2. Click the Incoming Calls link on the left hand side. 3. Click Simultaneous Ring Personal. 4. Click the Off radio button. 5. Click Apply, and then OK.
Forwarding
Use this feature to forward all incoming calls to an extension or outside number. When someone dials your extension, the forwarded extension or number will then receive the call. You can forward calls to a VoIP or non-VoIP phone/number. Forwarding is controlled from the Web Portal, allowing you to forward your calls from any Browser while away from your desk. To forward a line:
1. Log into the Business VoIP Web Portal. 2. Click the Incoming Calls link on the left hand side. 3. Select call forwarding type. There are three types to choose from.
• Call Forwarding Always: Automatically forward all your incoming calls to a different phone number.
• Call Forwarding No Answer: Automatically forward your calls to a different phone number when you do not answer your phone after a certain number of rings.
• Call Forwarding Not Reachable: Automatically forward your calls to a different phone number when your phone is unreachable (offline).
4. Click the On radio button next to the call forwarding type you would like to enable. 5. Next to Calls Forward to phone number / SIP-URI, enter the phone number to which you want
to forward your calls. 6. Click Apply, and then OK.
To disable forwarding:
1. Log into the Business VoIP Web Portal. 2. Click the Incoming Calls link on the left hand side. 3. Select the call forwarding type you want to disable. 4. Click the Off radio button. 5. Click Apply, and then OK.
NOTE: If voicemail is enabled on your IP phone, unanswered calls will be sent to your voicemail box after the no-answer duration is met.
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9. Type of music can be defined by one of three ways:
a. System Defined Music/Video: Default music that comes with your phone system. b. External Source: Music from a separate device on or off your network. If you wish to
setup external Music on Hold, please contact Business Support for assistance. c. Custom Music/Video File: If you wish to add your own music, you may upload an audio
file in the following formats: • CCITT u-Law or A-Law • 8.000 kHz • 8 bit Mono • .WAV file Type • Under 5 MB in size
10. To apply changes, click OK or Apply.
Barge-In (Established Call) You can configure the Barge-In feature two ways:
• Barge-In Exempt • Directed Call Pick with Barge-In.
Barge-in Exempt allows you to block barge-in attempts from other users with Directed Call Pickup with Barge-in. Directed Call Pickup with Barge-in allows you to dial a feature access code followed by an extension to pick up or barge-in on a call to another group member. If the call has not been answered, then it is picked up. If the call has been answered, then barge-in occurs. A barge-in results in a three-way call being created between you, the group member being barged-in on, and the other party the group member is connected to. You are the controller of the barge-in three-way call. Silent Monitoring is the ability for supervisor to listen into calls being handled by their agents. Silent Monitoring can be configured to play a tone to allow agents to know they are being monitored.
To Enable and Disable Barge-In Exempt
From the Web Portal
1. Log into the Business VoIP Web Portal using your admin credentials. Please Note: You can only change the settings for Barge-In Exempt as an administrator.
2. Under Options (on the left-hand side), click on Profile. (see Figure 2A) 3. Click Users. (see Figure 2A)
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3. To add an administrator, click on the Add. 4. To edit an administrator, click on the administrator’s name. 5. To add or edit an administrator, you will need to populate the following:
• Administrator ID: Used for the newly created administrator to login into the portal. • Name: First and last name • Password: Current and new password • Administrator Type: Either Group or Department access. You can specify which
department you wish to assign the administrator to. 6. Click OK to save the changes.
Adding/Editing Departments
You can create departments within the Portal to help organize your company and how it functions. For example, you can assign different music on hold for each department, or to limit the scope of extensions and name dialing in the Auto Attendant.
To create a department:
1. Log into the Business VoIP Web Portal using your admin credentials. 2. At the group level, click Departments. 3. Click Add to create a department. To edit an already configured department, click on the
Department name. 4. Type in the Department Name and use the dropdown if you wish to have it be a subsidiary of
another department. 5. Click OK.
Assigning a User to a Department
To assign a user to a department:
1. Log into the Business VoIP Web Portal using your admin credentials. 2. At the Group level click Users. 3. Click the Search button to populate all Users in your Group, or search by specific criteria (last
name, first name, phone number, email address, or trunk group). 4. Choose the user you wish to edit by clicking on their name, or the Edit button next to their name. 5. Click Profile. 6. Click on the Department drop down menu and select the department you wish to assign the
user to. 7. Click OK or Apply.
Changing an Assigned Name of an Extension or Phone
As an administrator, you can control the names assigned to each of your VoIP phones. The names assigned to each phone will display as the assigned caller ID when placing internal phone calls.
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To change or update a name assignment:
1. Log into the Business VoIP Web Portal using your admin credentials. 2. At the Group Level click Users. 3. Click the Search button to populate all Users in your Group, or search by specific criteria (last
name, first name, phone number, email address, or trunk group). 4. Choose the user you wish to edit by clicking on their name, or click on the edit button next to
their name. 5. Click Profile. 6. Enter in the last and first name of the new employee. Repeat entries in the Calling Line ID
Last Name and Calling Line ID First Name. 7. Click OK or Apply.
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