Emerge Administrative Guide - Cincinnati Bell

Business Solutions 8 Christmas Example: Enter the Christmas Start & End Date Mark as All Day Event if closed for multiple days Recurrence Pattern Should be Yearly Enter the Day & Month of recurrence 9 In order to set up Holiday Schedule to work in the Auto Attendant: Go back to the Auto Attendant Modify Screen. In the Holiday Screen Text Box, use the Drop down arrow and select the Holiday Schedule you created. By changing the Business Hours to “Every Day All Day” it will play your Holiday Greeting 24/7. Next, record or load the After Hours Greeting to play for the Holiday Schedule The holiday schedule will play the After Hours menu options and greeting. To remove the holiday greeting, select “none” on the holiday drop down list and revert back to the previous settings. The After Hours greeting will need to be re-recorded or loaded with the previous after hours greeting. Record/Change an Auto Attendant Greeting There are two greetings you can record for your Auto Attendant using the Voice Portal; the Business Hours and After Hours greetings. To Record or Change an Auto Attendant Greeting The Auto Attendant may be accessed from any IP phone in your network or, from any outside phone. You will need your Voice Portal Number or extension to access the Auto Attendant. 20

Business Solutions From any IP phone in Company Network Step Action 1 Dial the extension of the Voice Portal Number 2 Press the * Key 3 When Prompted for the Mailbox ID, enter the extension of your Voice Portal Number 4 Enter your passcode followed by the # Key 5 Press 1 to Change an Auto Attendant Greeting 6 If you have more than one Auto Attendant, enter the extension of the Auto Attendant you are changing 7 Press 1 to change the Business Hours Greeting 8 Press 2 to change the After Hours Greeting Business Hour Menu Press 1 to Change Business Hours Greeting Press 1 to Record Business Hours Greeting Press 2 to Listen to current Business Hours Greeting Attendant Greeting If you have more than 1 Auto Attendant, enter the extension of the Attendant you are changing. Press 1 to change the Business Hours Greeting Press 2 to change the After Hours Greeting Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension or ID for each auto attendant After Hour Menu Press 2 to Change After Hours Greeting Press 1 to Record After Hours Greeting Press 2 to Listen After Hours Greeting Note: If you are looking for the extensions of the Auto Attendants, please print or refer to your Enterprise Directory. (Select a user within your group once in their profile select Utilities Within Utilities select Enterprise Directory Select Enterprise Directory Summary) 21

Business Solutions From Outside Your Network When accessing your auto Attendant from an outside phone you will need your Voice Portal Number. Step Action 1 Dial the Voice Portal Number 2 When prompted for the Mailbox ID, enter the extension of your Voice Portal followed by the # Key 3 Enter your passcode followed by the # Key Press 1 to change an Auto Attendant Greeting 4 If you have more than 1 Auto Attendant, enter the extension of the Auto Attendant you are changing. Press 1 to change the Business Greeting Press 2 to change the After Hours Greeting Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension for each Auto Attendant. Record and Upload files for Greeting and Announcements Instead of recording your greetings from the voice portal, you may decide it is more convenient to have recorded files loaded for your Auto Attendant(s), Call Centers Announcements, and for Music On hold/Parked Calls. The same instructions will apply to loading files throughout the administration portal. Follow the below steps when using the Windows Sound Recorder. Step 1 Action Go to Start/All Programs/Accessories/ Entertainment/Sound Recorder. The windows Sound Recorder will open. If you will be using a microphone, make sure your microphone is plugged in. You can test by hitting the (record button) and talking. 2 Press to record your message. When finished with your recording press After you have recorded the message, hit 22 (play) to hear the recording 3 Click on File in the top left corner of the recorder. Click on Properties prior to saving your wav file, to change the Format to: CCITT u-law, (8.000 kHz, 8 bit, Mono). 4 Click on the Convert Now button.

Business Solutions Step 5 6 Action Select CCITT u-law format to convert the file to be loaded. To save the Format and Attribute settings for future use, click on Save As Click OK. 7 Go back to the Sound Selection screen, click Ok. The file is now in the correct format. After naming the file, Click Save After naming your file, click on Save. Now you may upload your file to any group service that has a text box available for Greetings and Announcements. As indicated in each group service section. Your filePark is now in the correct format to upload your greeting. This will Group Call automatically select the correct Attributes. (CCITT u-law and 8.000 kHz, 8 bit, Mono) With Group Call Park you may change the Recall Timer, Display Timer, and enable Parked Destination Announcements. By creating a Call Park Group, it allows the administrator to make adjustments and modification to Parking features unavailable with “standard” Call Park. This configuration also allows the administrator to define Call Park Settings for each group. Select Call Park listed under the Services Column 23

Business Solutions Group Call Park Settings Recall Timer The Recall Timer option applies to all Parked calls, both for standard Call Park and a created Group Call Park. The Call Park service has a single Recall Timer option. Group Call Park groups do not have their own individual Recall Timer Options. The Recall Timer option has a range from 30-600 seconds, the default is 45 seconds. Display Timer The Display Timer option controls how long the Application Server waits before automatically, releasing the parked call when using the Group Call Park. The Display Timer option has a range from 2-15 seconds. The Default setting is 5 seconds. The Display Timer is applicable only with the Group Call Park and not in standard Call Park. Parked Destination Announcement The Parked Destination Announcement option controls whether the Application Server provides an announcement. Adding and Modifying Call Park Groups Option Details Modify a Call Park Group Select Edit beside the name of the call Park group. The call Park Modify Page with appears. Make adjustment click Apply or OK. Add a Call Park Group Click Add. The Call Park Add page appears Save your changes Click Apply or Ok. Apply saves your pages. Ok saves your changes and displays the previous page. Notes: All Features listed above are available through Group Call Park; these features are not available with the standard Call Park. After Call Park has been configured simply use the feature access code assigned for this service (#58) for the group 24

Business Solutions Group Call Pickup The Call Pickup service allows users to answer a call that is ringing at another extension within their group. If more than one phone within the group is ringing, the phone that has been ringing the longest is the one that is picked up first. Once set up, use the Feature Access Code (FAC) *98 to pick up a ringing phone in your group. Note: Each person can only be in 1 Call Pickup group 25

Business Solutions Choice Action 1 To create a Call Pickup Group, click Add 2 Enter the Group Name 3 Click Search then select and add the Available Users that need to become Assigned Users Select OK 26

Business Solutions 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. Multiple settings are available for configuration. Disclaimer: Activating BroadWorks Anywhere, Mobility, IM Presence endpoint termination or Remote Office on any user contained in a hunt group will override Call Forwarding Not Reachable. To modify an existing Hunt Group: Within Services, select Hunt Group. To modify a Hunt Group, select the Hunt Group to Modify, and click Edit. 27

Business Solutions In order to make changes to the Hunt Group select the Profile menu. Next, choose a name to identify the Hunt Group. The Name will be displayed as identification purposes in the directories and the list of Hunt Groups. 28 The Calling Line ID Last/First Name, the name selected will reflect to users in the Hunt Group on incoming calls and to the internal group when dialing the Hunt Group number. Note: Text boxes marked with an * must be filled out. When Allow Call Waiting box is checked additional calls may be taken by agents in the Hunt Group.

Business Solutions Determining Group Policies Group Policies apply to Hunt Groups and Call Centers and may be changed at any time by the Group Administrator. 29 Option Description Circular Incoming calls hunt through agents in the order they appear on the list, starting with the agent following the agent to receive a call. When the search reaches the end of the list, it loops back to the top and continues until it has tried all users.

Business Solutions Regular Incoming calls hunt through agents in the order they appear on the list, starting from the top each time. Simultaneous Incoming calls alert all agents at the same time. The first agent to answer handles the call. Uniform Weighted Call Distribution Incoming calls hunt through all agents in the order, starting with the agent who has been idol the longest and ending with the agent who most recently answered a call. Incoming calls are assigned to idle agents based on percentages you assign on the Call Center Profile Weighted Call Distribution page. No Answer Settings Option Skip to the Next Agent Defined After X rings check box to pass incoming unanswered calls to the next user after the specified number of rings, as determined by the current group policy *1 ring 5 seconds 30

Business Solutions Forward Call After Waiting Call Forward To After specified Seconds checking this box will send unanswered calls to the phone number specified in the Calls Forward test box. The box accepts value from 0 to 7200 seconds or 2 hours. Enter a number in the Calls Forward To box to Transfer calls to the number entered when a call is not answered in the time specified in the Forward call after waiting box. The following Feature Access Codes may be used: Direct Voice Mail Transfer Calling Line ID Delivery Blocking per Call Calling Line ID Delivery Blocking Allowing per Call Adding and Removing Agents from your list of Assigned Users Depending on the policy assigned to the new Hunt Group, the system will route calls to users in the order they are listed in the Assigned Users column. Step 31 Action

Business Solutions 1 2 Select the Search button In order to Add a user to the Assigned User list: Select a user from the Available Users column and click on the Add button To add all users listed in the Available Users column, Click Add All. To add one or more users in the Available Users column, select the desired names and Click Add. To select a single user, click the desired name on the list. To select multiple users, hold the CTRL key and click the desired names. To select a range of names, click the first name, press the SHIFT key, click the last name, and then release the SHIFT key. 3 In order to Remove a user from the Assigned User list: Select the user from the Assigned Users column and click on the Remove button To remove all users listed in the Assigned Users column, Click Remove All. To remove one or more users in the Assigned Users column, select the desired names and Click Remove. To select a single user, click the desired name on the list. To select multiple users, hold the CTRL key and click the desired names. To select a range of names, click the first name, press the SHIFT key, click the last name, and then release the SHIFT key. 4 32 Click Apply once all changes are made

Business Solutions Choice Description Move up a user in the list Click the name in the “Assigned Users “column and click Move Up. Move a user down in the order Click the name in the “Assigned Users” column and click Move Down. Add a Hunt Group Click Add Music on Hold/Video This Service will allow you to use system music or upload your own preferred music. The music will play when a caller is placed on Hold or Park. The Music/Video Screen will appear. Select the Group you wish to modify and click Edit. The Music/Video On Hold Modify Screen will be displayed. Checking the Enable boxes for Call Hold and Call Park allows the system to play the selected options for System Defined Music, External Sources, and Custom files. 33 To upload your Custom Music/Video File, select the custom Radio Button, then select the file you wish to load.

Business Solutions Note: To upload a file, your music on hold must be converted in either of the following formats: For .WAV files: Linear PC 16.000 kHz 16 bit mono WAV file type For .WMA files: Linear PCM 16.000 kHz 16 bit mono WMA file type For both .WAV and .WMA files: The maximum audio length is 2 minutes for a Voice Messaging Greeting and Custom Ringback User/Group. The maximum audio length is 10 seconds for user's Voice Portal Personalized Name. The maximum audio length is 10 minutes for the Music On Hold greeting. For all other services, the maximum audio length is 5 minutes. To save your changes Click Apply, Ok will saves changes and displays the previous page. 34

Business Solutions Voice Portal The Voice Portal was activated when your service was configured. Modifications may be made to change user’s access and privileges to record, compose /send, and forward messages to other members in the group. It is important to note that the voice portal is used to access and record greetings for the Auto Attendant. If disabled, users will not have access to voicemail options, or recording features. Phone Number: This is the number you will call when checking or recording messages from outside of the network 35

Business Solutions To Reset the Voice Portal Password: type in a new 4-8 digit password, re-type again and click OK. Modifying a Call Center In the Services Screen, click on Call Center in the Advance column Step 1 36 Action Click Edit, on the Call Center you wish to modify

Business Solutions 2 Click on the Call Center’s profile From the Call Center Profile Screen, several adjustments and configuration options are available. If new numbers are needed for your Call Center, Customer Service will need to be contacted. The number will need to be unassigned from any Address prior to being assigned to the Call Center. 3 37 Call Center Profile Screen will allow you to Modify features:

Business Solutions Name Text Box: You may change the name of the Call Center which will be displayed in various directory listings and the Call Center List. The Calling Line ID Last Name and First Name will be displayed to any agents (users) assigned to the Call Center. The example below reflects “Sales CC” as the Calling Line ID; this information will be shown in the screen on the IP phone, in front of the incoming caller ID. This identificat

See Recording Auto Attendant Greetings). Your company may have one or many Auto Attendants. They may be set up with Dial by Name or Dial by Number directories. The Auto Attendant is assigned a telephone number and an extension. Each Auto Attendant includes business hours and after hours greetings for recording. You may record the greetings .