COX Business VoiceManager User Guide
VoiceManager User GuideRelease 2.0
Table of Contents 2014 by Cox Communications.All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic,mechanical, photocopying, recording, or otherwise, without prior written permission of Cox Communications.i
Table of ContentsTable of ContentsTable of Contents . iGetting Started with Cox Business VoiceManager . 1First-Time Users . 1Logging into MyAccount . 1Accessing the Web Portal . 2VoiceManager Features . 3Anonymous Call Rejection . 3Automatic Callback . 4Barge-In Exempt . 5Call Forwarding Busy . 11Call Forwarding No Answer . 12Call Forwarding Not Reachable . 13Call Forwarding Remote Access. 14Call Forwarding Selective . 15Call Forwarding. 16Call Hold . 19Call History . 20Call Notify . 21Call Park and Directed Call Park . 23Call Park Retrieve . 25Call Pickup . 26Call Return. 28Call Transfer . 29Call Waiting . 31Calling Line ID . 32Calling Line ID Blocking per Call . 33Calling Line ID Delivery — Internal . 34Calling Line ID Delivery – External . 35Calling Name Delivery . 36Calling Name Retrieval . 37Calling Number Delivery . 38Contact List . 39Custom Ringback . 40Directed Call Park . 43i
Table of ContentsDirected Call Pickup . 44Directed Call Pickup with Barge In . 45Do Not Disturb . 46Extension Dialing. 47Group Directory . 48Hoteling . 49Hunting & Series Completion . 50Incoming Calling Plan (User) . 54Instant Group Call. 56Last Number Redial . 59Multi-Location Extension Dialing . 60Monitored Users . 61Music On Hold - User . 62N-Way Conferencing . 64Outgoing Calling Plan . 65 Outlook Integration . 67Personal Phone List . 68Personal Status Manager . 69Priority Alert . 72Privacy Settings . 74Push to Talk . 76Remote Office . 78Schedules . 79Selective Call Acceptance . 81Selective Call Rejection . 82Sequential Ring. 83Simultaneous Ring Personal . 87Speed Dial . 90Speed Dial 8 . 91Speed Dial 100 . 92Standard Voice Mail . 93Three-Way Calling/Consultation Hold/Call Transfer . 96Time Schedule (Personal and Holiday) . 97Toll Restriction. 98Trunk Group . 99Unified Messaging . 100ii
Table of ContentsUser Profile & Feature Settings. 101Virtual Number Service . 105VoiceManager Toolbar . 106Voice Portal . 107Appendix A . iFeature Access Codes . iIndex . viiiii
Getting StartedGetting Started with Cox Business VoiceManagerFirst-Time UsersAs a first time user to the Cox Business VoiceManager application, you will receive a welcomeemail from myaccount@coxbusiness.com before your installation date. The email will containyour username and password.Logging into MyAccountFigure 1 shows a sample welcome email that new VoiceManager customers receive. The linkthat is highlighted should be used to access VoiceManager MyAccount.Figure 1.Welcome Email (sample)Complete the following steps to log onto VoiceManager MyAccount.1. Click the embedded link in the email to complete the registration process. You should seethe phrase, “Congratulations; you have successfully activated your account.”2. Click Go to Login Page.3. Complete the personalized Secret Question and Answer. (Note: The answer must be 520 characters in length.)4. Complete the Contact options and preferences information.5. Click the Save button.VoiceManager MyAccount User Guide1
Getting StartedAccessing the Web PortalYou can access the VoiceManager Web Portal in MyAccount through a graphical user interface(GUI).Figure 2.MyAccount Login PageUse the following steps to access the VoiceManager Web Portal.1. Enter www.cox.com in your web browser to open the Cox Business home page.2. Click MyAccount in the Business options at the top of the screen.3. Enter the login name that has been assigned to you in the Username field. (Note: Yourlogin name/email address has been set up with Administrator privileges.)4. Enter your Password in the corresponding field. (Note: All first-time users are promptedto change their password.)5. Click Go to view your online profile information and associated accounts.2VoiceManager MyAccount User Guide
VoiceManager FeaturesVoiceManager FeaturesThis section provides steps to help you activate, enable and manage your VoiceManager featureson your phone and online. Descriptions and benefits are provided where available.Anonymous Call RejectionThis feature has been combined with others to create Call Acceptance & Rejection.VoiceManager User Guide3
VoiceManager FeaturesAutomatic CallbackFeature DescriptionAutomatic Callback provides notification when a busy line within a group becomes available.This feature is available with the VoiceManager Enhanced and Unlimited packages and IPCentrex service.SolutionSave time wasted on busy signals and redials. Automatic Callback redials the last number calledas soon as it becomes available and connects instantly!SetupTurn On Automatic Callback1. Log in to VoiceManagerMyAccount.2. Click the VoiceManagerTools menu in the leftnavigation bar.3. Click the Call Settingstab.4. Under the Dial/Redialsection, click theAutomatic Callback link.5. Choose the On radiobutton.6. Click the Save button.Result: A message indicatesyour Automatic Callbacksettings were updated.4VoiceManager MyAccount User Guide
VoiceManager FeaturesBarge-In ExemptFeature DescriptionBarge-In Exempt allows you to block users who have the Directed Call Pickup with barge-infeature from intruding on your active calls. This feature is available with IP Centrex service.SolutionMaintain your privacy on a phone call without possibility of interruption from callers with barge-incapability. Barge-In Exempt conveniently turns on or off with the click of a button.SetupBarge-In Exempt1. Log in to VoiceManagerMyAccount.2. Click the VoiceManagerTools menu in the leftnavigation bar.3. Click the Advanced CallSettings tab.4. Under the Team Callingsection, click the Barge-InExempt link.5. Click the ON radio buttonto block anyone withDirected Call Pickup withBarge-In fromconferencing in on yourcalls. Clicking the Off radiobutton will allow barge-ins.6. Click the Save button.Result: A message indicatesthe Barge-In Exempt settingswere updated successfully.VoiceManager MyAccount User Guide5
VoiceManager FeaturesBusy LampFeature DescriptionBusy Lamp works with the IP Phone to enable seeing when designated users are engaged in atelephone call. It is available with IP Centrex service.SolutionImprove productivity with this advanced monitoring capability. Calls can be answered and routedin record time, ensuring customer’s needs are met quickly!SetupDesignate Monitored Users1. Log in to VoiceManagerMyAccount.2. Click the VoiceManagerTools menu in the leftnavigation bar.3. Click the Advanced CallSettings tab.4. Under the Team Callingsection, click the BusyLamp link.5. Click the user or userslisted in the AvailableUsers list you want todesignate as aMonitored User.Monitored Users are thoseindividuals whose phoneactivity can be monitored byothers through the sharedcall appearance featureavailable on the IP Phonesand Receptionist ConsoleSoftware.6. Click the Add or Add Allbutton to move one or allto the Monitored Userslist.7. Likewise, click theRemove or Remove Allbutton to remove usersfrom the MonitoredUsers list and returnthem to AvailableUsers.6VoiceManager MyAccount User Guide
VoiceManager Features8. To find a user that is notin the Available Userslist, click the Searchdrop-down menu.9. Click either the LastName or First Nameoption.10. Enter the name in theSearch field.11. Click the Find button.12. Once the list iscomplete, click the Savebutton.VoiceManager MyAccount User Guide7
VoiceManager FeaturesCall Acceptance and RejectionFeature DescriptionCall Acceptance and Rejection provides the ability to receive and reject calls that meetspecified conditions. Rejected calls hear an announcement that the customer cannot be reachedat the moment. Call Acceptance and Rejection is available with the VoiceManager Enhanced andUnlimited packages and IP Centrex service.SolutionCall Acceptance and Rejection helps manage incoming calls by authorizing whether or not toanswer them. Create time range rules to determine whether a call is accepted or rejected. Avoidharassing phone calls and block those that prevent focusing on business or customers with theCall Acceptance and Rejection feature.SetupTurn On Call Acceptance and Rejection1. Log in to VoiceManagerMyAccount.2. Click the VoiceManagerTools menu in the leftnavigation bar.3. Click the Call Settingstab.4. Under the CallAcceptance section,click the CallAcceptance andRejection link.5. Click the Add SelectiveCall Acceptance Rulelink.6. Enter an explanation forthe rule in theDescription field.7. Select the type of phonenumber to apply therule to in the WhenReceiving Calls Fromdrop-down menu.8. Define how to treat thecall by clicking theAccept Call or Do NotAccept Call radiobutton.9. Select when to apply therule by choosing anoption in the DuringRegular Schedule andSchedule drop-down8VoiceManager MyAccount User Guide
VoiceManager Featuresmenus.10. Create separateAcceptance or Rejectionrules if both a Regularand Holiday schedule isdesired.See Setting Up Schedulesfor instructions on how tocreate and edit a schedule.11. Click the Save andReturn button.Create a Selective CallRejection rule by clicking theAdd Selective Call Rejectionlink in step 5 and repeatingsteps 6-10.VoiceManager MyAccount User Guide9
VoiceManager FeaturesCall Forwarding AlwaysThis feature has been combined with others to create Call Forwarding.10VoiceManager MyAccount User Guide
VoiceManager FeaturesCall Forwarding BusyThis feature has been combined with others to create Call Forwarding.VoiceManager MyAccount User Guide11
VoiceManager FeaturesCall Forwarding No AnswerThis feature has been combined with others to create Call Forwarding.12VoiceManager MyAccount User Guide
VoiceManager FeaturesCall Forwarding Not ReachableThis feature has been combined with others to create Call Forwarding.VoiceManager MyAccount User Guide13
VoiceManager FeaturesCall Forwarding Remote AccessThis feature has been combined with others to create Call Forwarding.14VoiceManager MyAccount User Guide
VoiceManager FeaturesCall Forwarding SelectiveThis feature has been combined with others to create Call Forwarding.VoiceManager MyAccount User Guide15
VoiceManager FeaturesCall ForwardingFeature DescriptionCall Forwarding feature options define how calls are managed in different situations and areavailable in all VoiceManager packages and with IP Centrex. Call Forwarding Selective is onlyavailable with VoiceManager Enhanced and Unlimited packages. .SolutionCall Forwarding is an important feature that can be used for disaster recovery and businesscontinuity. Empower employees with advanced call forwarding capabilities, ensuring they canalways be reached.SetupTurn On Call Forwarding1. Log in to VoiceManagerMyAccount.2. Click the VoiceManagerTools menu in the leftnavigation bar.3. Click the Call Settingstab.4. Under the CallForwarding section, clickthe Call Forwarding link.Click the Always checkbox toforward all incoming calls to adifferent phone number.1. Click the On checkbox tothe left of Always.2. In the Forward Tocolumn, enter thetelephone number towhich calls should beforwarded.3. From the Options /Manage column, click thedrop-down menu tospecify if a RingReminder will or will notsend an alert of anincoming forwarded call.4. Click the Save button.Click the Busy checkbox toforward all incoming calls to adifferent phone number whenyour primary phone is busy.1. Click the On checkbox tothe left of Busy.16VoiceManager MyAccount User Guide
VoiceManager Features2. In the Forward Tocolumn, enter thetelephone number towhich calls should beforwarded.3. Click the Save button.Click the No Answercheckbox to forward callswhen unavailable to answerthe phone.1. Click the On checkbox tothe left of No Answer.2. In the Forward Tocolumn, enter thetelephone number towhich calls should beforwarded.3. From the Options /Manage column, click thedrop-down menu tospecify the number ofRings that should occurbefore calls areforwarded.4. Click the Save button.Click the Not Reachablecheckbox to forward incomingcalls when not accessible.1. Click the On checkbox tothe left of NotReachable.2. In the Forward Tocolumn, enter thetelephone number towhich calls should beforwarded.3. Click Save.Click the Call ForwardingSelective checkbox toforward specified calls to adifferent phone number.1. Click the On checkbox tothe left of CallForwarding Selective.2. Click the Ring Reminderdrop-down menu andselect Ring ReminderOff or Ring ReminderOn.3. Click the Add CallVoiceManager MyAccount User Guide17
VoiceManager FeaturesForwarding SelectiveRule link.4. Enter an explanation forthe rule in theDescription field.5. Click the WhenReceiving Calls Fromdrop-down menu to selectthe type of phone numberto which to apply the rule.6. Enter the phone numberto which calls should beforwarded in the Forwardto field, or Click the DoNot Forward checkbox.7. Click the During RegularSchedule and DuringHoliday Schedule dropdown menus to selectwhen to apply the rule.8. To create additionalschedules, click the Adda Regular Schedule andAdd a Holiday Schedulelinks.Create separate CallForwarding Rules if both aRegular and HolidaySchedule are desired. SeeSetting Up Schedules forinstructions on how to createand edit a schedule.1. Click the Save andReturn button.2. To make changes to anexisting Call ForwardingSelective Rule, click thecheckbox next to thenamed rule.3. Click either the Edit orDelete link to makechanges to or remove anexisting rule.4. Click the Save andReturn button.18VoiceManager MyAccount User Guide
VoiceManager FeaturesCall HoldFeature DescriptionCall Hold allows you to dial a feature access code to hold and retrieve calls. You can makeanother call while the first call is held and can toggle between active and held calls. Call Hold isavailable with IP Centrex service.SolutionProvide excellent service with flexible features that enable employees to hold and retrieve callsquickly, ensuring availability for important issues. Call Hold enables handling calls of a moreurgent nature while affording opportunities to discuss call-back times for those that are not.SetupCall HoldNo setup is required for this feature.VoiceManager MyAccount User Guide1. Click the flash button orthe switch hook.2. Press *22.3. Make a second call.Note: To toggle betweencalls, flash the phone andpress *22#.19
VoiceManager FeaturesCall HistoryFeature DescriptionCall History allows you to view telephone numbers from calls you have missed, received, anddialed. When you click any of the tabs, the Name, Number, and Date/Time of the call appears.You may call the number by clicking the link of the telephone number.SolutionIncrease productivity by capturing contacts and business – even when you miss the calls. CallHistory enables the access of contact information instantly on a recent call dialed, received, ormissed, as well as redialing with the click of a mouse.SetupCall History1. Log in to Voice ManagerMyAccount.2. Click the VoiceManagerTools menu in the leftnavigation bar.3. In the Getting Startedwith VoiceManager box,under the DownloadToolbar heading, clickthe VoiceManagerToolbar Download link.4. Click the Call HistoryIconon theVoiceManager Toolbar toopen the Call History Log.5. Click the desired numberlink.Result: The call is initiated.20VoiceManager MyAccount User Guide
VoiceManager FeaturesCall NotifyFeature DescriptionCall Notify allows you to specify conditions for incoming calls that trigger email notification. It isavailable with all VoiceManager packages and IP Centrex service.SolutionStay connected anywhere you have email access! Call Notify generates an email notification toyour inbox when specified calls are received.SetupAdd Call Notify Rule1. Log in to VoiceManagerMyAccount.2. Click the VoiceManagerTools menu in the leftnavigation bar.3. Click the Call Settingstab.4. Under the CallForwarding section, clickthe Call Notify link.5. Enter a valid emailaddress in the Send AllNotification Emails tofield.6. Click the Add Call NotifyRule link.7. Enter a name for the rulein the Description field.8. Click the WhenReceiving Calls Fromdrop down menu.9. Click the phone numbertype to which the ruleapplies. The options areAny Phone Number orSpecific PhoneNumbers.10. Click the checkbox forSpecific PhoneNumbers.11. Click the type of phonenumber – Any PrivateNumber or AnyUnavailable Number andenter that number. Youmay add more numberswhen you click the AddAnother Number linkVoiceManager MyAccount User Guide21
VoiceManager Featuresand repeat up to 12times.12. Click the SendNotification radio buttonto activate an email alertor select Do Not SendNotification to deactivatethis feature.13. Click the During RegularSchedule and DuringHoliday Schedule dropdown menus and selectthe option to define whenthe rule applies.14. Click the Add a RegularSchedule or Add aHoliday Schedule link tocreate a new rule.Create separate Call NotifyRules if both a Regular anda Holiday Schedule aredesired.See Add a Schedule Setupfor detailed instructions.15. Click the Save andReturn button.22VoiceManager MyAccount User Guide
VoiceManager FeaturesCall Park and Directed Call ParkFeature DescriptionCall Park allows you to hold a call for an extended period of time, then retrieve it from anyextension within your group. Directed Call Park enables a user to hold a call by a specificextension number and pick up from any in-group extension. Both features are available with theVoiceManager Enhanced and Unlimited packages and IP Centrex service.SolutionProvide excellent service with flexible features that enable employees to hold and retrieve callsfrom any phone in the facility! Call Park allows you to answer a call and place it on hold atanother extension in your group in order to assure customer’s needs are met quickly andefficiently.SetupEdit/Add a Call Park Group12. Log in to VoiceManagerMyAccount.13. Click the VoiceManagerTools menu in the leftnavigation bar.14. Click the Call Settingstab.15. Under the Holds andTransfers section, clickthe Call Park link.16. Click Edit or Delete tochange or remove anexisting Call Park Group.Click Add Call ParkGroup to create a newgroup.17. Enter a description in theGroup Name field.18. Click on names from theAvailable Users list.19. Click the Add or Add Allbutton to move one or allto the Assigned Userslist.20. Likewise, click theRemove or Remove Allbutton to remove usersfrom the Assigned Userslist and return them toAvailable Users.21. To find a user that is notin the Available Userslist, click the Searchdrop-down menu.VoiceManager MyAccount User Guide23
VoiceManager Features22. Click either the LastName or First Nameoption.23. Enter the name in theSearch field.24. Click the Find button.25. Once the list is complete,click the Save andReturn button.Result: A message indicatesthe Call Park Group wasadded.Call Park Settings1. Enter a Recall Timevalue between 30 and600 seconds to set theamount of time a parkedcall waits before beingredirected back to theoriginal extension.2. Click the Display dropdown menu to set theamount of time a parkedcall that is not retrieveddisplays on the phonebefore it is automaticallyreleased.3. Click the Enable ParkedDestinationAnnouncementcheckbox to announce acall that is parked orwaiting.4. Click the Save button.Directed Call ParkNo setup is required for this feature.24To Park a Call on a DifferentExtension:1. Press *68#.2. Enter the extensionwhere the call is parkedfollowed by the # sign.VoiceManager MyAccount User Guide
VoiceManager FeaturesCall Park RetrieveFeature DescriptionCall Park Retrieve allows you to pick up a parked call from your phone by dialing an accesscode. Call Park Retrieve is available with the VoiceManager Enhanced and Unlimited packagesand IP Centrex service.SolutionProvide excellent service with flexible features that enable employees to park and retrieve callsquickly, ensuring prompt customer service. Call Park Retrieve enables handling calls for othersas well as mobility within an office, promoting the efficiency of a team effort and maximizingproductivity.SetupCall Park RetrieveNo setup is required for this feature.VoiceManager MyAccount User Guide1. Press *88#.2. Dial the extension wherethe call is parked.3. Press #.4. If the call is parked on theextension retrieving thecall, simply press #.25
VoiceManager FeaturesCall PickupFeature DescriptionCall Pickup enables answering any line ringing within a Call Pickup Group. It is available with theVoiceManager Enhanced and Unlimited packages and IP Centrex service.SolutionProvide excellent customer service by enabling employees to answer any line within their CallPickup Group.SetupEdit/Add a Call Pickup Group1. Log in to VoiceManagerMyAccount.2. Click the VoiceManagerTools menu in the leftnavigation bar.3. Click the Advanced CallSettings tab.4. Under the Team Callingsection, click the CallPickup link.5. Click the Add CallPickup Group link.6. In the Group Name field,enter a name for thosewho can answer calls foreach other.7. To add users to a group,click on names from theAvailable Users list.8. Click the Add or Add Allbutton to move one or allto the Assigned Userslist.9. Likewise, click theRemove or Remove Allbutton to remove usersfrom the Assigned Userslist and return them toAvailable Users.10. To find a user that is notin the Available Userslist, cli
This feature is available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service. Solution Save time wasted on busy signals and redials. Automatic Callback redials the last number called as soon as it becomes available and connects instantly! Setup Turn On A
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