sMNXugEq

Page 1

Basic User Guide

2019

TRUE IP SOLUTIONS | version 1.0.1

Page 2

Contents

Getting Started ................................................................................................................ 3

1 The Manager Portal ...................................................................................................... 4

1.1 Accessing

the Manager Portal

................................

..........

1.2 Logging In

................................

.................

2 Homepage Layout ........................................................................................................ 5

2.1 The Attendant Console

................................

............................

2.2 Profile

................................

.............................

2.2.1 Directory Options

................................

..............................

2.2.2 Change Account Security

................................

................

2.2 Navigation Options

................................

...

2.1.1 New Voicemail Messages Panel

................................

...

2.2.2 Active Answering Rule Panel

................................

.....

2.2.3 Active Phones Panel ...................................................................................................................... 10

2.2.4 Recent Call History Panel

................................

...............

3 Messages ....................................................................................................................11

3.1 Voicemails ...................................................................................... ......................11

3.1.1 Call to Play

................................

.........

3.1.2 Forward Voicemail

................................

.........................

3.1.4 Download Voicemail ..................................................................................................................... 12

3.1.5 Save

................................

......................

3.1.6 Delete .................................................................................................................................................. 12

3.2 Chat

................................

..............................

3 Settings

................................

.......................

3.3.1 Enable / Disable Voicemail

................................

.........

3.3.2 Inbox Options

................................

...

3.3.3 Unified Messaging ............................................................... ............................16

4 Contacts ..................................................................................................................... 17

4.1 Groups......................................................................................................................................................... 18

4.1.1 All Users ............................................................................................................................................. 18

4.1.2 Your Favorites ................................................................................................................................. 18

Page 3

4.1.3 Shared ................................................................................................................................................. 18

4.1.4 My Contacts ...................................................................................................................................... 18

4.1.5 Coworkers ......................................................................................................................................... 18

4.1.6 Departments

................................

.....

4.1.7 Available Users

................................

4.1.8 Busy Users

................................

.........

4.1.9 Offline Users ..................................................................................................................................... 19

5 Answering Rules ........................................................................................................ 20

5.1 Ring Time Out ............................................................................... ........................21

5.2 Allow and Block Phone numbers ..................................................................................................... 21

5.3 Add Rule

................................

.....................

5.3.1 Do Not Disturb

................................

5.3.2 Call Screening

................................

...

5.3.3 Call F

orwarding

................................

...............................

5.3.4 Simultaneous Ring ......................................................................................................................... 24

5.3.5 Add Calls to SIM Ring

................................

....................

5.3.6 Just ring user’s extension ................................................. .............................................................25

5.4 Answering Rule configuration example .........................................................................................25

6 Time Frames .............................................................................................................. 26

6.1 Adding Time Frames

................................

.............................

7 Phones ....................................................................................................................... 30

8 Music on Hold ............................................................................................................ 31

8.1 Music on Hold

Settings

................................

.........................

8.2 Add Music on Hold

................................

9 Call History ................................................................................................................. 32

9.1 Call History Filters ................................................................................................................................. 32

9.1.1 Caller Number

................................

9.1.2 Dialed Number ................................................................................................................................ 33

9.1.3 Call Type ............................................................................................................................................ 33

9.2 Exporting Call History .......................................................................................................................... 34

Page 4

1 Getting Started

Welcome to your new unified communications account! Your

account on this system will allow you to make calls, receive

voicemails, chat with other users in the organization and much

more.

This document is designed to help teach you how to navigate to the

Manager Portal, a web interface that allows you to access and

control your account.

We will then break down the Manager Portal home page, the

application navigation icons, the configuration options for them, and

how they change the behavior of the application.

Finally, we will discuss how to use those applications in a real-world

use case scenario, so you understand what the applications do, the

configuration options that control the behavior of the application,

and how to apply your knowledge to configure the application to

meet your needs.

Page 5

portal, open a web browser and enter your fully qualified domain provided by your

1.a

2 The Manager Portal

2.1.1 Accessing the Manager Portal

To manage your account, you will

use the manager portal. A web

interface that allows you to easily

communicate with others and

manage your account settings.

In order to access the manager

administrator into your web browser as seen in figure

2.1.2 Logging In

After entering the domain into your browser, you will

be taken to the login page as seen in figure 2.1.2.a.

On the login page, enter your credentials provided by

your administrator or click the New User link. Then

enter your email and extension number and your

credentials will be emailed to you. After entering your

credentials, you are taken to the homepage of your

account as seen in figure 3.1.a.

Figure Error!

Use the Home

Figure 2.1.2.a

Page 6

3 Homepage Layout

In the top righthand corner of

the Manager Portal you will

see the links for the Attendant

Console plus your name and

extension number displayed.

Clicking on your name and

extension number will display

the

option

to edi

t your Profile

Figure

Error! Use the Home tab to apply 0 to the text that

information and log out of the

you want to appear here.

you want to a

ppear here.

manager portal as seen in

figure 3.1.a.

3.1 The Attendant

Console

At the very top righthand

corner of the home page is a

link to the Attendant Console.

This link will open another

webpage and take you to the

Attendant Console Contact’s

page as seen in figure 3.1.b.

3.1.1 Dynamic Call

Chapter 3.1.a

parking

You can also enable Dynamic Call Parking from the Attendant Console. Call Park

enables you to put a call into a parking orbit so that another user can then retrieve the

call when they are available. Dynamic call park will place the caller in the first available

parking spot. While static call parking parks the call on a specific extension.

Page 7

Figure

you an overview of all the

3.1.b

3.1.2 Contacts tab

The Contacts tab provides

provides a status indicator.

A green circle displayed next to a

user’s name and extension means

that user is currently available. A red

circle means the user is currently

unavailable as they are already on

the phone with another user or set

their status to Do Not Disturb.

Clicking on an extension will bring up

a new window as seen in figure

3.1.2b, where you can call the contact

at their extension, their work contact,

mobile number, or their home contact

number. You can also leave a

voicemail for the contact as well.

contacts in your organization and

3.1.2.b

Page 8

3.1.3 Call Queues tab

The Call Queues tab will give you an overview of how many Call Queues your

organization has, and the number of agents logged into each queue as seen in figure

3.1.3

3.1.3.c

3.1.4 Auto Attendants tab

The Auto Attendants tab as seen in figure

3.1.4 will provide you with an overview of the Auto

Attendants in your organization and allow you to click on

them to call them.

.1.4

Back on the Manager Portal homepage next to the Attendant

Console link we see your name and extension number

displayed as seen in figure 3.1.4.a. This link lets you manage

your profile information. When clicking on the Profile link the

3.1.4.a

profile page will appear with the options to configure your

account settings as seen in figure 3.2 below.

3.2 Profile

The Profile options as seen in figure 3.2 allows for you to change your account options

such as your first or last name, and Time Zone.

3.2.1 Directory Options

Directory options allow you to configure how you are represented in the organization

contacts in the Manager Portal and audible company directory.

3.2.1.1 Announce in Audio Directory

Checking the Announce in Audio Directory will list you in the company directory. Callers

will be able to search for your extension when routed to a company directory.

Page 9

3.2.1.2 List in Directory

The List in Directory options controls

3.2

if your extension is listed in the

Contacts in the Manager Portal.

3.2.1.3 Caller ID Information

The Caller ID Information section

allows you edit your area code that

will be in your Caller ID and

appended when only dialing 7 digits

on outbound calls. You cannot edit

your Caller ID or 911 Caller ID. If you

need that changed contact your

officer manager.

3.2.2 Change Account Security

Error!

The Change Account Security section

in the profile windows allows you to

manage your passwords and email

settings for your account.

3.2.2.1.1 Email Address

The Email Address field is the is

where you configure your email

address you would like to receive

notification from. You can add more

than 1 email address by clicking the

green plus sign next to the email

address field.

3.2.2.1.2 New Password

The Password field allows you to

configure your account with a new

Manager Portal password used to

Password field which requires you to enter the new password a second time for

verification.

Page 10

3.2.2.1.3 Current Password

The Current Password field is required to be filled out with your current password if any

changes are made to any of the Change Account Security options.

3.2.2.1.4 Change PIN

The Change PIN option allows you to change the numeric password used to check

voicemail messages over the phone.

Below the Profile link is the Log Out option as seen back in figure 2-1 which will log you

out of the manager portal and take you back to the login page.

3.3 Widgets on homepage

3.3.1 New Voicemail Messages Panel

The New Voicemal Messages panel displays all new voicemails as seen in figure 3.3.1.

The voicemails are displayed with the number of the caller that left a voicemail. Their

Caller ID name. Followed by the date and time the message was left and the duration of

the voicemail.

3.3.1

You will also see the options to Call to Play, forward the voicemail,

3.3.1.a

download the voicemail locally to your computer or delete the

voicemail message as seen in figure 3.3.1.a.

3.3.2 Recent Call History Panel

The Recent Call History panel provides an overview of the last 10 calls as seen in figure

3.3.2. A phone icon with a green arrow represents an outbound call. A phone with a red

Page 11

icon means a call was not answered. Phone icon with a blue arrow means

call was answered. 5 blue circles mean that a call was placed to a conference bridge.

3.3.2

3.3.3 Active Answering Rule Panel

To the right you will see the Active Answering Rule

3.3.3

window which will display which rule is currently

active and provide a summary of how calls are

routed when they reach your extension as seen in

figure 3.3.3. You can select a different answering

rule by clicking the Active Answering Rule drop

down and selecting a different rule.

3.3.4 Active Phones Panel

The Active Phone fields below list the active phones

currently registered to your account you can send

and receive calls from as seen in figure 3.3.4. If you

do not see a device listed there that should be, that

means the device is not configured for your account or the device is

currently unregistered.

3.3.4

an inbound

Page 12

3.4 Navigation Options

On the top of the home page under the Attendant Console, Profile, and Log Out options

is the application navigation menu as seen in figure 3.4. Selecting an option here will

take you to that applications management center for the option selected.

3.4

4 Messages

The Messages icon as seen in figure 4, is where all your voicemails, chat messages,

and account settings for voicemail options are stored.

4.1 Voicemail tab

Clicking the Message Center icon as see in figure 4 will take you to the Messages

center voicemail tab as seen in figure 4.1. On the top of the tab, you will see a new

message indicator showing how many (if any) new voicemails your account has as seen

in figure 4.1.

Figure 4.1

Page 13

Underneath the tab selection you will see a drop down as seen in

figure 4.1.a, which allows you to display new voicemails, saved

messages, or trashed messages.

On the new page you can see all your new voicemail messages

displayed with the caller’s phone number. The Caller ID name,

along with the date, time, and duration of the message as seen in

figure 4.1.

To the right of the message and message information you will see

the voicemail management options as seen in figure 4.1.b.

4.1.1 Call to Play

Figure 4.1.a

Error

The phone icon allows you to use the Call to Play options where

! Use

the system will call our extension and play the voicemail.

4.1.2 Forward Voicemail

The arrow pointing to the right allows you to forward the voicemail to another extension.

4.1.3 Download Voicemail

The Arrow pointing down allows you to download the voicemail to your computer.

4.1.4 Save

The disk icon as allows you to save the voicemail in your account Saved section and

will appear when selecting the Saved option from the voicemail box options as seen in

figure 3-4.

4.1.5 Delete

The red X as seen in figure 3-1-2 is the delete option and clicking the icon will remove

the voicemail. Once a voicemail has been deleted it can not be recovered from the

phone system. If your account is configured to send an email notification with voicemail

attachment

Page 14

ext that you want to appear here.

4.2 Chat tab

4.2.1 Chat and SMS tab

On the Chat tab you can see all your Chat conversations as seen in figure 4.2. The

message is displayed with the contacts name. The last message received or sent.

Error! Use the Home tab to apply 0 to the t

4.2.2 Start new conversation

To start a new conversation, click the New

4.2

Conversation button as seen in the

righthand corner of figure 4.2 and a new

chat window will appear. Start typing the

users name or press down to see a list of

everyone in the organization you can

select from. Or on in your contacts widget

click the chat box icon next to their name

as seen in figure 4.2.2. After clicking one of the options a chat

window will appear. Click in the Send a message… field and start

typing. Press enter when you would like to send your message.

4.2.3 Replying to message

If you would like to reply to a message, simply type in the chat

window that displays when receiving a message. You can also click

the reply icon to the right of the message in the message center as

seen in figure 4.2.3

4.2.3

.2.2

Page 15

4.2.4 Delete a message

To delete a message, click the red x that appears next to the reply button when

hovering over the message as seen in figure 4.2.3.

4.3 Settings tab

The settings tab as seen in figure

4.3

is where you can make

Erro

changes to how your account

handles voicemail and is

represented in the company

audible directory and in the

Contacts of the organization.

4.3.1

Enable Voicemail

You can enable or disable the

voicemail by clicking the checkbox

next to Enable Voicemail option. A

check means voicemail is enabled

and unchecked means that it has

been disabled.

4.3.2 Inbox Options

These options allow you to control

your experience when calling into

your voicemail box and checking

your messages over the phone.

4.3.2.1 Sort voicemail inbox by latest first

Clicking the box next to Sort voicemail inbox by latest first will configure your voicemail

to play the most recent voicemail message left as the first message you hear. If this

option is not enabled the voicemails will be played in the order they were received.

4.3.2.2 Announce voicemail received time

Clicking the box next to Announce voicemail received time configure your voicemail

account to tell you the time the voicemail was left when checking messages.

Page 16

4.3.2.3 Announce incoming call ID

Clicking the box next to Announce incoming Call ID will have your voicemail read the

caller ID number to you.

4.3.3 Greetings

Under the voicemail inbox options, you will see the Greetings section contains your

Voicemail greeting and recorded name used in the company directory.

4.3.3.1 Voicemail Greetings

4.3.2.4.1

You can have more than 1 voicemail greeting and

the drop-down box as seen in figure 4.3.2.4.1 allows

you to select which greeting callers will hear when

reaching your voicemail. To the right of the message

select option you will see 3 icons for the options to

Play the voicemail greeting, Download the greeting, Or

Manage Greetings.

4.3.3.2 Manage Greetings

4.3.2.4.1.1

Clicking the Manage Greetings icon takes

you to the Manage Greetings center as

seen in figure 4.3.2.4.1.1. Here you can

add mutlipue greetings to be selected

from your voicemail greetings drop-down

list as seen in figure 4.3.2.4.1.

4.3.3.3 Adding voicemail greetings

To add a voicemail greeting, click the Add

Greeting at the bottom of the Manage

Greeting portal page. You will see the

options to Upload a new recording from a

file on your computer or selecting Record

which will call you as the number you

enter to record a new greeting. After the

greeting is created you will see the

message displayed as seen in figure

4.3.2.4.1.1. To the right of the message you will see options to Download, Edit the

message, which will allow you to re-record the message or change the greeting. You

will also see the option to delete the voicemail greeting message.

Page 17

4.3.3.4 Recorded Name

The Recorded Name option as seen in figure 4.3.3.4 allows

you to record your name which will be played when the

4.3.3.4

company directory says your name. If no recording is

uploaded the system will read your name off by each letter.

When clicking the Manage icon the Manage

Recorded Name window appears as seen in

4.3.3.4.a

figure 4.3.3.4.a which will allow you to upload

a recording from your computer. Or record a

new name by clicking the record and having

the system call you to record.

4.3.4 Unfied Messages

Under the Greetings you will see the Unified

4.3.4

Messaging options as seen in figure 4.3.4

which will allow you to manage your email

notifications when a voicemail is left, a call is

missed, or if your mailbox becomes full.

4.3.4.1 Email Notification

The Email Notification options allows you to select the format of email notifications that

you receive.

4.3.4.1.1 None

Selecting none will not email you when a voicemail is left.

4.3.4.1.2 Send w/ brief hyperlink

4.3.4.1.3 Send w/ attachment (move to saved)

4.3.4.1.4 Send w/ attachment (move to trash)

4.3.4.1.5 Send w/ brief attachment (leave as new)

4.3.4.1.6 Send w/ brief attachment (move to trash)

Page 18

4.3.4.2 Send email when mailbox is full

Enabling this option will send you an email when you’ve gone over your mailbox data

storage limit.

4.3.4.3 Send email after missed call

Enabling the Send email after missed call will email you each time you miss a call even

if the caller does not leave a voicemail.

4.3.4.a

For any of the changes to take effect you must click the Save

button at the bottom of the page as seen in figure 4.3.4.a. The

Cancel button will disregard any changes made.

5 Contacts

The Contacts center icon as seen in figure 5 is where all users with “List in Directory”

enabled under their profile as seen in back in figure 2.2 are listed. If you do not see a

user listed in the contacts that is because “List in Directory” has been disabled.

Err

or!

5.1 Add Contact

The Add Contact button in the righthand

corner as seen in figure 5.1

will open the

.1.a

new contact window as seen in 5.1.a and

allow you to enter a new contact that will be

displayed in your account’s contacts.

5.2 Import

The import option allows you to import

contacts from a csv file (Outlook, Google,

and Apple vCard) that will bulk create users

in your contacts.

5.3 Export

The Export button will allow you to create a csv file for the contacts group select in the

Contacts to export drop down. The Export format will export the csv file into an Outlook,

Google, or Apple vCard csv file format.

Page 19

that will let you

Contacts you have manually added by clicking the Add Contact button in the top right.

5.4 Groups

On the Contacts page, you will see a drop down as seen in figure 5.1

filter for:

Err

or!

5.4.1

All Users

Displays all users on the system with List in Directory enabled.

5.4.2 Your Favorites

Displays contacts you selected as favorites. Which you

can add to by clicking the star next to the contacts

name as seen in figure 5.1.2.

5.4.3 Shared

Shared contacts are contacts available to the entire

organization added by Office Managers.

5.4.4 My Contacts

5.4.5 Coworkers

Displays all contacts in organization with List in Directory enabled.

5.4.6 Departments

Which break users down by the Department entered on their user profile.

5.4.7 Available Users

Displays contacts that are available to be called or chat via the portal.

5.4.8 Busy Users

Are users currently on the phone or has their status set to Do Not Disturb.

5.1.2

Page 20

5.4.9 Offline Users

Users who do not have a registered device and not logged into the portal available to

chat.

When selecting a contacts group option, the contacts for that group will appear as seen

in figure 5.4.9. You can sort them by Name, Status, Department and Email.

5.1.a

5.5 Contacts Status Icon

5.5.1 Green

Contacts displayed with a green dot are available.

5.5.2 Blue

Contacts displayed with a smaller blue dot in front of the green means that person is

available to chat in the portal.

5.5.3 Red

5.6

If the contact has a red circle that means the user is currently busy.

You can chat with the user by clicking the chat icon to the right as seen in figure

5.2. Next to the chat icon you will see the Edit contact icon as seen in figure

5.6 Chat with contact

Clicking the chat icon seen in figure 5.6 will open a chat window with that user.

5.7 Edit

The Edit icon to the right of the contact will open the Edit Contact window as seen in

figure 5.4 where you can configure the contact with a different:

• First Name

• Last Name

• You cannot change the extension number

Page 21

• Work number

• Mobile Number

• Home Number

• Fax number

• Email address

6 Answering Rules

The Answering Rules icon as seen in figure 6 will take you to your answering rules

center. Answering Rules are how you control what devices ring, how long those

devices ring for

with a call that goes unanswered.

when receiving a call

. It is also where you can configure what to do

Clicking the Answering Rules icon in will take you to your Answering Rules center as

seen in figure 6.0. Here you will see your answering rules listed. Every account is

configured with a Default rule that cannot be deleted.

If you have multiple answering rules configured the answering rule that is currently

infect will say Active next to the rule. Every rule is displayed with their name. A

description of how the rule will route the call and the options to edit or delete (except the

default) the rule.

6.0

6.1 Ring for __ seconds / Ring Time

When you click on Answering Rules you will see the option to set

the Ring for seconds as seen in figure 6.1. This is what controls

how long a call attempts to ring you for.

Figure 6.1

Page 22

To set the ring time out click the drop-down to select how many seconds you would like

calls to ring before sending the call to voicemail or the specified destination entered into

the When unanswered field in the active answering rule.

If you do not want a ring time out, meaning you want your phone to ring forever, select

Unlimited at the bottom of the drop-down.

6.2 Allow and Block Phone numbers

To the right you will see the Allow and Block button as seen in figure 5.2.

This allows you to enter certain phone numbers to allow or prevent them

reaching you.

window as seen in figure

Clicking the Allow / Block button will open the Allow / Block

6.2.a

6.2

On the left is the allowed numbers. This

allows you to add numbers that are

6.2.a

blocked by the domain so you can still

receive calls from that user.

Phone numbers added to allow will also let

the call bypass Call Screening. If you have

Call Screening enabled in an answering

rule but want certain phone numbers to not

have to record their name when calling

you, add them to the allow field. Then

when that number calls you, they will be

sent directly to you and not have to record

their name first like other callers not listed.

Block allows you to add phone numbers

you do not want to be able to reach you.

To add a phone number to Allow or Block,

simply enter the number into the respective field and click the plus sign to add the

phone number.

6.2.1 Block anonymous or unknown

You can block all anonymous or unknown callers simply by clicking the check box next

to Block anonymous or unknown.

Page 23

6.3 Add Rule

The Add Rule button as seen in figure 6.3 allows you to configure a new

Answering Rules for your account. Clicking the Add Rule button will display the

Add an Answering Rule window as seen in figure 6.3.a

Figure 6.3.a

Figure 6.3

Page 24

6.3.1 Answering rule Time Frame

6.3.1

Time Frames are a set period of time which

covers when we want certain events to occur

such as our phone to ring. When configuring a

new answering rule you must first chose when

the rule will be in affect by selecting a Time

Frame as seen in figure 6.3.1.

6.3.2 Enable

The enable options lets you easily enable and disable the rule from being in affect. A

check in the box means the rules is enabled and will be in affect during the selected

time frame.

6.3.3 Do Not Disturb

6.3.3

The Do not Disturb option as seen in figure 6.3.3 will prevent calls

from reaching your devices and send the call to voicemail if voicemail

is enabled or disconnect the call if voicemail is not enabled.

6.3.4 Call Screening

When Call screening is enabled, callers record their name. After they record their name,

then your devices will ring. If you answer the call, it will play the users name and allow

to press 1 to be connected or hang up the call and have them be sent to voicemail or

wherever your Call Forwarding options are configured to send unanswered calls.

6.3.5 Call Forwarding

The Call Forwarding options as

seen in figure 6.3.5 will route

calls based of the options

selected. When entering a

destination, it can be anything

you would like, another user or

another telephone number

that

6.3.5

does not have to be associated

with your account or even on the

system.

6.3.5.1 Always

Always will forward the call to the destination entered in the Extensions, phone number,

or phone field every time your account received a call.

Page 25

6.3.5.2 When Busy

When Busy forwards calls only when you are already on the line.

6.3.5.3 When Unanswered

When unanswered dictates where to send the call when the Ring For X Seconds has

been reached.

6.3.5.4 When Offline

When Offline routes the call to the desired destination entered into extension, number,

or phone field when the user’s devices are offline. If you use a softphone on your laptop

and shut down the softphone this is where your calls are forwarded.

6.3.6 Simultaneous Ring

The Simultaneous Ring options,

also known as SIM ring for short,

seen in figure 6.3.6 allows you to

configure what devices ring when

6.3.6

receiving a call. Clicking the

Simultaneous Ring box will allow

you to ring more than just your

extension and allow you to ring other

extensions or phone numbers as well.

6.3.6.1 Include user’s extensions

Enabling this option will make sure your extension rings when sim rings is enabled.

6.3.6.2 Ring all user’s phones

This option will ring all devices registered to your account.

6.3.6.3 Answer confirmation for off net numbers

This option lets the user know the call is forward from their phone system and gives

them the option to be connected to the user by pressing 1 or hanging up the call so they

are not connected with the forwarded calling party.

6.3.7 Just ring user’s extension

As seen in the bottom of figure 6.3.a this option is only available if Simultaneous ring is

not enabled. If Just ring user’s extension is enabled, it will just ring your default device

configured under your account.

Page 26

6.4 How to create new Answering Rule with Simultaneous ring

If we wanted to create a rule when receiving an incoming call during business hours to

ring our extension for 45 seconds before sending the call to voicemail, then after 10

seconds ring our cell phone, then after 30 seconds ring a receptionist’s extension 1003.

Then go to voicemail after business hours we would:

1. On the Answering Rule page we would adjust the Ring for timeout option to 45

seconds.

2. Create a new rule by clicking Add Rule in the Answering Rules center.

3. On the Add an Answering Rule window select the Time Frame you would like

the rule to be in effect.

4. Make sure Enabled has a checked box.

5. Click the Simultaneous ring option under Call Forwarding.

6. Click Include user’s extension to ring our phone.

7. Enable Answer confirmation for offnet numbers so our cell phone voicemail does

not take the call if our voicemail answers the call.

8. In the Extension, number, or phone field enter your cell phone number you

would like to ring then click the Ring Delay option and slide to 10 seconds.

6.4

Page 27

9. Then click the plus sign next to the Extension, number, or phone field and in the

new window that appears enter the extension of the receptionist 1003 and click

save. Your rule should look like the example in figure 6.4.

10.

Once the answering rule is created you will see it appear in the answering rules

list as seen in figure 6.4.b. If the time frame you select is in effect, then you will

see Active next to the rule.

11.

o send calls directly to voicemail a

fterhours

click the

edit

icon for the default

answering rules.

12.

On the

Edit

Answering Rule for the default rule, select

Always

in the

Call

Forwarding options then enter your extension, select voicemail, and click save.

13.

Then slide the rule with the during business hours selected to the top of the

answering rules and the default on the bottom as seen in figure 6.4.b.

6.4.b

Now when your extension receives calls during business hours your extension will ring.

After 10 seconds your cell phone will start ringing in addition to your extension. Then

after 30 seconds have passed it will ring the receptionist at extension 1003. If no one

answers after 45 seconds the call is sent to our voicemail.

If a call reaches your extension outside of the selected business hour time frame, then

the Default rule would be active and route the calls directly to voicemail.

7 Time Frames

The Time Frames icon as seen in figure 7 will take you to the Time Frames application

center. Time Frames are a set period of time which covers when we want certain events

to occur, such as our phone to ring.

We create Time Frames with different time and date ranges so we can apply them to

answering rules which then allow you to control how calls are routed depending on the

time of the day the call occurs.

Page 28

To view and create your available Time Frames click on the Time Frame icon in the top

navigation menu bar as seen in figure 7. Here you will see all the time frames available

for you as displayed in figure 7.a. Time frames with names in black and without the

7.a

option to edit or delete are time frames created at the domain level that are available to

everyone in the domain to use. You can only edit the time frames with blue name that

you created. If you need domain level Time Frames changed contact

7.1

your Office Manager.

7.1 Adding Time Frames

To create a time frame, click on the Add Time Frame button as seen in figure 7.1. After

clicking Add Time Frame button the Add Timeframe window will appear as seen in

figure 7.1.a

7.1.a

The Name field allows you to give the Time Frame a name that will help identify the time

frame. The name cannot be changed once the rule as been created. If you want to

change the name delete the rule and recreate it with the new name. Under the name

field, you see three options for when the time frame should be in effect:

Page 29

7.1.2

1.2.a

7.1.1 Always

This option makes the time frame always in effect. 24 hours a day 7.

7.1.2 Days of the week and times

Allows you to select specific days of the week and the hours in the day you want the

time frame to take effect. When selecting this option, the days of the week appear with a

check box that allow you select which days you would like the time frame active. Once

selecting a day of the week, a blue bar appears allowing you to slide the ends to when

you would like the time frame to stop and start as seen in figure 7.1.1.2. If would like

your time frame to be in effect from 7am to 7pm, simply click on the edge of the blue bar

and slide them over to the desired time as seen in figure 7.1.1.2.a.

If you’d like a break in the middle of the time frame click the plus sign next to the

11:59m as seen in figure 7.1.2.b. You will then see another blue bar appearing

representing when the time frame will take effect as seen in figure 7.1.2.c.

7.1.2.b

7.1.2.c

7.1.3 Specific dates or ranges

This option will allow you to configure a time frame to be in effect for specific dates and

times. After selecting the Specific date or ranges options you will see the to and from

dates as seen in figure 7.1.3.

Page 30

7.1.3

When clicking in the To or From date fields a calendar will appear as seen in figure

7.1.3.a.

7.1.3a

Then select the end date you would like the time frame to start and stop.

Below the calendar is the Hour and Minute options so you can configure your time

frames to start and stop certain hours on the selected dates.

Clicking the plus sign will all you to add more date ranges for the time frame to be in

effect.

Page 31

7.2 Edit Time Frame

To edit a Time Frame click the pencil icon to the right as seen in figure 7.2.

You can edit the When options however not the name. If you would like to

rename the Time Frame delete it and create a new when with the same

When options however new desired name.

7.2

7.3 Delete Time Frame

To delete a Time Frame click the red x delete icon as seen in figure 7.2.

8 Phones

The phone icon as seen in figure 8 will take you to your phones center where all

registered devices to your account are listed as seen in figure 8.a.

8.a

A green icon next to the device means the device is registered and will be able to send

and receive calls without issue.

A red icon means the device is unregistered. This could be caused because the device

is softphone and currently turned off. Or the phone system is unable to communicate

with the device.

To the right of the status indicator is the name of the device. Followed by device type,

the manufacturer and model number of the device, the IP address the device is

registered at, the MAC address of the device. Then the line number the device has the

extension number displayed.

Page 32

will take you to your accounts music

will list all the custom music uploaded to your account that is played

bottom

9 Music on Hold

Clicking the Music on Hold icon as seen in figure 9

on hold center and

when you place someone on hold as seen in figure 9.0. Music played in a top-to-

order or randomized depending how the queue was created.

Figure 8-0

9.1 Music on Hold Settings

9.1

Clicking the setting button will display the

Music on Hold Settings as seen in figure

9.1 which allows for the option Play

introductory greeting to be enabled. When

the option is selected, you will be asked to

upload a WAV or mp3 file of the

introductory greeting. This introductory

greeting will always play first when

someone is placed on hold then music

afterwards.

9.2 Add Music on Hold

The Add Music button as seen in figure 9.2 will allow you upload an mp3 or WAV file

format and name the music on hold file.

9.2

Page 33

10 Call History

The Call History icon as seen in figure 10 will take you to the Call History page.

Where you will see the calls made to and from your account for the specified date

range as seen in figure 10.a.

10.a

10.1 Call History Filters

You can change the date range by clicking the Filters button as seen in figure 10.1.

After clicking the filter button, the Call History Filters window will appear as seen in figure

10.1.a. Here you can change the Call History date range.

10.1

10.1.a

Page 34

Allows you to search for calls from a specific phone number by entering the numb

the calls that match

You can add a call to your contacts by clicking the Edit Icon next to the call which will

If call recording is enabled for your profile, device, or if the call was from a queue

d icon as

10.1.1

Caller Number

the Caller Number field.

10.1.2

Dialed Number

The Dialed Number field will let you filter for a specific number that you dialed.

10.1.3

Call

Type

The Call Type drop down as seen in figure 10.1.3 lets

you filter based off the type of call. Inbound,

Outbound, or Missed call.

10.1.4

Calls Displayed

Clicking the Filter button as seen in figure 10.1.a will then display

the filter criteria.

Calls displayed with a red x are missed calls.

Calls displayed with a green arrow are outbound calls.

Calls displayed with a blue arrow are inbound calls that were answered.

You can set the Call History to display 15, 25, 50, and 100 calls

per page as seen in figure 10.1.4.

10.1.4.a

The caller can be added to your contacts by clicking the Add

Contact icon as seen in figure 10.1.4.a.

10.1.4.b

display the contact information fields as seen in figure 10.1.4.b.

10.1.4.c

configured to record calls you can download the call clicking the Downloa

seen in figure 10.1.4.d.

10.1.4.d

er into

10.1.3

10.1.4

Page 35

10.1.4.j

If you’d like to listen to the call without downloading the call you can click the listen

icon as seen in figure 10.1.4.e which will open a media player right in your browser

as seen in figure 10.1.4.f

10.1.4.f

10.2 Exporting Call History

10.2

The export icon as seen in figure 10.2 allows you to download the call history

into a csv file that can be opened in any spreadsheet application such as

Excel or Apache Open Office.