Virtual Communications Express Feature Descriptions

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1 Administrator Feature Setup The following features can be configured by administrators. Refer to the Admin Feature Setup page for user/references guides for each feature. Adding Notes Administrators can add activity notes in the web portal, which can be useful for documenting changes made to site services, phone assignments, and other settings in the My Account dashboard. Analog Hotline You can configure an analog telephone connected to an Analog Telephone Adaptor (ATA) to automatically call a pre-configured telephone number when taken off-hook. When configured, the telephone only makes calls to one number and cannot be used to call any other number. This feature is useful for building entrances, emergency lines in common areas, and limited access guest offices. Assign Administrators You can add additional administrator accounts. For example, you may want to establish additional administrators to provide coverage during periods when you may be unavailable. Assign Phones You must assign telephones and phone numbers to users in order for users to place and receive calls. You can assign phone numbers, modify extensions, assign stations (phones) to users, and modify the user s first and last name. Authorization Codes Authorization Codes require a user to enter a pre-defined code to place a call to a certain destination type. The codes must be defined if an outbound calling rule utilizes Authorization Codes. Codes are numeric and between 2 14 digits long. Once established, you will share the applicable Authorization Codes with approved users.

2 Auto Attendant Auto Attendants are used to route calls to various destinations, employees within your company, specific groups of employees, voice mail, or other outside numbers. They provide callers with your company greeting and dialing menu options. Each Auto Attendant is assigned a unique 10-digit number for identification and setup purposes. The Auto Attendant has two modes, one for business hours and the other for after hours. Each mode allows administrators to set up options 1-9, #, and * to present callers with different options from which to select. To route callers to another set, or branch of options, an additional Auto Attendant must be assigned to your account. To order an additional Auto Attendant, please contact your Account Manager. To route calls based on the time of day (e.g., after hours versus traditional business hours), you must configure an Auto Attendant schedule. You can also configure a company holiday schedule to identify the dates of holidays your company recognizes. On designated holidays, the after-hours greeting and menu dialing options are played to callers. To run the same greeting at all times of the day, you do not need to create and assign a time schedule to your Auto Attendant. If you require a unique message, greetings can be uploaded to the My Account portal as a.wav file or recorded from the Voice Portal. Call Center Hunt Groups allow a defined group of users to handle incoming calls received by an assigned Hunt Group s phone number. Call Centers add another dimension by providing an automated answer for all calls, with customizable greetings, comfort messages, and hold music for the caller to hear while held in a network based queue until an agent (assigned user) is available to pick up the call. To complement the network based call queuing functionality, the Call Center service provides additional functionality: Expanded Call States - In addition to bounced calls, Call Center provides routing definition for overflow, stranded, and after hours calls. Supervisor Role - Provides the role of a supervisor that can monitor the status of agents, provide an emergency and escalation path for agents, participate as an agent to receive calls, move the position of callers waiting in queue, view the current activity in the Dashboard, and view reports. Software Clients - Web-based clients that allow agents and supervisors to log in to the Call Center, change status, click-to-dial, click-to-answer, put a call on hold, transfer the call, initiate a conference call, and access to company and personal phone directories. 2

3 DNIS Support - Dialed Number Identification Service (DNIS) enables a Call Center to support multiple inbound phone numbers using the same routing logic. Each DNIS can have a unique Caller ID and announcement that allows the Call Center to know which number was dialed, which can be used to customize the greeting to the caller. Enhanced Reports Provides call statistics, detailed reporting about agent and supervisor activity, and DNIS level details. Reporting The oldest historical date depends on the interval selected for a call center report: 180 days of half hour, 365 days of hourly, or 730 days of daily interval statistics. Call History Understanding call volumes can help determine resource needs, and ensure that remote workers are responding to calls effectively and using their time efficiently. You can view call history for each number assigned to your account. Call history includes information such as start date, start time, calling number, called number, caller ID, caller ID information (city and state), call duration, and type of call (outgoing, incoming, and missed). Call Park The Call Park feature allows a user to park a call against other available members of a Call Park group, which can be picked up by other members of the group. Call Park capabilities include: Enables Feature Access Code (FAC) *68 to park calls to a group. Enables FAC *88 + extension to retrieve the parked call. Provides a visual indication that a call is parked against an extension for five seconds to distinguish between a reverted call and a new call. Provides an audio indication to the recall user to notify of the reverted call. Hunting-type search pattern to find first available Call Park group member based on defined sequential order Recall setting options: o o Recall timer that defines the amount of time a call stays parked before it is reverted to the parking user or alternate recall user. Alternate recall user enables the reverted call to be routed to a hunt group instead of the original parking user directly or after the recall user was reattempted. 3

4 Call Pickup Call Pickup enables a user to answer any ringing line within their pickup group. You can add, modify, and remove Call Pickup groups, as well as assign specific users. Calling Plans You can manage the inbound and outbound calling plans for each site and specific user/phone numbers. Outbound Calling Plans regulate behavior for calls placed to various destination types: Internal (intra-company) Local Long Distance Toll Free International Operator Assistance Chargeable Directory Assistance Rules for calls originating or forwarded/transferred from a site or number are as follows: Allow - calls can be placed to a destination type. Allow with Authorization code - users must enter a predefined code to place the call to destination type. Block - calls are blocked to the destination type. Transfers to a Number - calls attempted to the destination type are transferred to a specified number. Inbound calling plans control call flows originating from internal sources, as well as calls forwarded/transferred from external sources. Rules for inbound calls are as follows: Allow or block inbound calls originating internally. Allow or block all inbound calls from external sources. Allow transferred external calls only. Call Recording The Call Recording service provides a fully hosted solution to record, store, organize, and access recordings of calls. The service can be used to help address regulatory compliance obligations, monitor quality control, training, or dispute resolution. 4

5 Call Queuing Call queues temporarily hold calls in the cloud when all users assigned to receive calls from the queue are unavailable. Queued calls are routed to an available user when he/she is no longer on an active call. Each call queue is assigned a lead number, which is a telephone number outside callers can dial to reach users assigned to the call queue. Call queues are also assigned an internal extension, which can be dialed internally to reach users assigned to the call queue. This Administrator Guide explains how to configure and activate call queues, modify call queue settings, assign users, view queue reports, modify queue announcement settings, and configure overflow call routing. Changing Lead Numbers With Virtual Communications Express, a primary phone number - known as the Main Line - is assigned to each office and/or site using the service. As needed (e.g., a new phone number is published as your business main line or the main line currently configured is not accurate), administrators can change the Main Line number assigned to individual sites by submitting a change order request. Conferencing Meet-Me Conferencing allows multiple callers to join in a single call, which enables meetings among diversely located invitees at any time. This feature enhances productivity by providing a tool that facilitates communication among a group of people no matter where they are located. Once the feature is installed, it can be used at any time without the need for scheduling or reservations. 1. A conference moderator invites callers by communicating a conference bridge telephone number and a passcode. 2. At the specified time, the callers dial the conference bridge telephone number and are prompted to enter the bridge passcode. 3. If the passcode is correct, the caller is placed into the conference bridge where they can communicate with others on the bridge. If the passcode is wrong, they are prompted to re-enter the passcode. 4. The moderator joins the bridge with a leader passcode, which allows additional controls over the conference. 5. Callers can enter and leave the conference at any time. 6. The moderator can leave the conference, and depending on the setup, may allow the conference to continue or close the conference when departed. 5

6 Enable UC Interfaces Virtual Communications Express Collaborate provides a comprehensive suite of services with the following features: audio/video calling, conferencing with the Desktop My Room feature, Instant Messaging and Presence, service management call settings, desktop share, and address book/contact management. Virtual Communications Express UC Interfaces (Desktop/Mobile/Tablet) provide the following communication features for Standard and Premier Users: Premier User Desktop Client (a la carte) Desktop Client X X Standard User Mobile Client (a la carte) Unified Communications (a la carte) Mobile Client X X Enterprise Directory X X X User Feature Config X X X Call History X X X IM & Presence X X Desktop Sharing X X File Sharing X X My Room (Web RTC & Guest Client) X X Outlook Client X X Lync Integration X X ios & Android Tablet Clients X X Group Paging The Group Paging service allows a user to set up a one-way call to a group of up to 75 target users by dialing a number or extension. The Group Paging service makes a simultaneous call to all the assigned targets and announces to the originator that the system is ready for paging. After speaking, the originator ends the page by hanging up the call. The site administrator must configure both the targets/recipients of a page and define the list of users that are eligible to receive the page. Configurable options include: Assigning the number and extension for the Group Paging service. Group Page name for easy identification on the dashboard. 6

7 First name and last name for the Group Paging caller ID and enterprise directory listing. The caller ID labels - the number that a target receives when the page is initiated. This can be set to either the number for the paging group or the actual originator of the page. Paging targets - the list of targets for the page. The maximum number of targets for a single paging group is 75 targets. The eligible targets are any user within the enterprise. External numbers or other group services, such as Auto Attendants or Hunt Groups, cannot be assigned as paging targets. Paging originators - the list of originators for the page. Any user within the enterprise can be assigned Hoteling as an originator of a page. External numbers and other group services, such as Auto Attendants or Hunt Groups, cannot be assigned as paging originators. Hoteling enables a user s phone profile of phone number, features, and calling plan to be temporarily loaded onto a shared (host) phone. It is comprised of two features: Hoteling Host and Hoteling Guest that work together to allow you to designate specific phones (hosts) that users (guests) can temporarily log into and use as their own phone. When a guest logs in to a host phone, their user profile is automatically transferred to the device. The host device then becomes the user s primary device while they are logged into it. The Hoteling feature is useful for companies with traveling users which enables workers to be in a remote office but still have the functionality of their main desk phone with the same features. It is also useful in a call center environment where a site may have a limited number of phones but need their employees to share their phones over multiple shifts while being able to maintain a specific profile acting as their agent identity in the call center. Hunt Groups A Hunt Group is a virtual service enabling callers to dial a phone number or extension to reach a group of users. Calls can then be distributed to that group of users based on a pre-set order or pattern. When your service is set up, hunt groups are assigned initial settings. These settings can be modified in the My Account dashboard. Each hunt group includes the following configuration options: Updating hunt group profile information and assigning users. Settings: o o o Call Distribution Policy How to handle calls when no one is available to answer the phone Business Continuity 7

8 Microsoft Outlook Add-In The Microsoft Outlook Add-in for the Virtual Communications Express Desktop Softphone provides integration between the Desktop Client and Microsoft Outlook. This add-in enables Microsoft Outlook to display the Desktop contact presence, and allows the user to invoke client functions like Chat, Call from Computer, Call from Phone, and Video Call from Outlook. Modify User Features You can modify features and settings for individual users. In many cases, your users will adjust these settings themselves. However your administrator privileges include viewing and updating user settings as needed. Monitoring The Monitoring feature allows users to observe the line status (e.g., active or inactive) of other phones through the additional line keys on their phone. Users can also quickly dial a monitored phone by pressing the associated line key. You can grant monitoring privileges, activate the feature, and modify settings for users at your sites. There is a maximum of 50 monitors per phone device with an Expansion Module that displays either on-hook or off-hook conditions. Music on Hold You can assign and configure the music your callers hear when they are placed on hold. You can use the default system music or customize Music On Hold. N-Way Calling The N-Way Calling feature allows a user to create ad-hoc conferences with multiple parties. The user initiates a call then connects up to six parties in conference (including the caller). N-Way Calling is enabled as part of the service with executive station types. No additional administrative configuration or assignment is required. Example 1. A caller originates a call with another party. 2. The caller presses the Conference key on phone. The recipient is placed on hold. 3. The caller dials the telephone number of the party to add to the conference. 4. When the receiving party answers, the caller presses the Conference key connecting all parties. 5. To add another party, the caller presses Conference. 6. The caller dials the telephone number of the party to add to the conference. 7. When the receiving party answers, the caller presses the Conference key connecting all parties. 8. To add additional parties, repeat steps When the caller ends the call, the conference closes and all participants are dropped. 8

9 Office Anywhere Office Anywhere is a mobility feature providing users with the following functionality: Receive calls on an alternate phone - Office Anywhere allows calls placed to a user s office phone to ring any phone(s) set up with the feature. Most users designate their mobile phone as their Office Anywhere phone. Place calls from an alternate phone - users can place calls that display the outbound caller ID of their desktop phone from their Office Anywhere phone. Push and pull active calls between desktop and mobile phones - when on an active call using a desktop phone, users can push that call to their Office Anywhere phone. Conversely, while on an active call on a designated Office Anywhere phone, users can pull the call to their desktop phone. Place long distance and international calls from an alternate phone - when users place long distance or international calls from an Office Anywhere phone, usage is tracked and reflected on the Virtual Communications Express invoice just as any other toll calls would. Once the designated Office Anywhere phone is set up, to place and receive Office Anywhere calls users must first dial the Office Anywhere number. Administrators may alter the Office Anywhere settings as needed. Note: This feature is referred to as Anywhere on the My Phone dashboard. Premier Key System Premier Key System is a replacement solution for the retail environment. Through the Virtual Communications Express service, you can deliver Key System functionality without the hassles of the physical device on premise. A single Premier Key System can be assigned to multiple individual lines on a single device or multiple devices simulating a traditional squared Key System: a single telephone number available in 2, 4, 8, or 12 call paths. Support for the number of line appearances depends on package and phone selection. Note: Key system design can support up to 35 phones. Key system design can only support Polycom VVX 300/310 and VVX 400/410. No other Polycom phone models can be used with a key package design. Example 1. A caller calls into Premier Key System phone number. 2. The Premier Key System service sets up a simultaneous call to all of the assigned phones. 3. Each of the target phones ring. The next available line key on each phone flashes green. 4. The first phone to answer connects the call. The corresponding line key turns red on all other phones. Only one phone can access an active line appearance at a time. A line appearance is consumed by an incoming or outgoing call. Activating Do Not Disturb on a phone removes that phone from receiving calls to the Premier Key System number. 9

10 Push To Talk There is no calling between phones assigned to the Premier Key System (i.e., button one cannot call button four in the Key package. Note: if you add additional Premier bundles for each phone you can use features like group paging, transfer, (blind, or warm) conference (internal or external), park and retrieve (internal) from the key package button to the telephone number of the Premier user bundle. The Push to Talk feature allows users treat their Polycom phones as either a one-way or two-way intercom. Administrators can configure the following Push to Talk settings for users: Define white and black lists - set the list of assigned users to represent either a white list or a black list for the user being configured. The white list represents approved Push to Talk callers for each user. The black list represents the Push to Talk callers not allowed to interact with the user. Define One-Way or Two-Way settings for users - one-way only allows the configured user to place Push to Talk calls to other users. Two-way enables communication between the users in both directions. Note: Users dial *50 and the extension to place Push To Talk calls. Push to Talk must be configured for both parties. For example, Bob wants to Push to Talk with Ann. Ann must have Bob listed on her Push to Talk feature and Bob must have Ann listed on his. Reset User Passwords Administrators can reset user My Phone passwords and voice mail passcodes as needed. Sharing The Sharing feature enables Virtual Communications Express users to receive calls placed to another user s line, place calls from another user s line, and see the status of that line from the line key on their own phone. You can modify Shared Line Appearance settings for users in your sites. For example, if User A is authorized to answer User B s calls, place calls from User B s line, and wants User B s line appearances to be displayed on their phone, the Shared Line Appearance feature should be used. You can also share, or enable user devices: Desktop Softphone and Mobile. Refer to the Enable UC Interfaces guide for more information. 10

11 Time Schedule Time schedules are used to route incoming calls based on the day of the week and/or time of day. Schedules are classified as either Business Hours or Holiday. If you expect to treat all incoming calls the same regardless of day or time, configuring a Time Schedule is unnecessary. During a Holiday Schedule, callers are routed based on the After Hours settings. Unified Messaging The Unified Messaging feature allows users to access their voice mail and faxes using other options beyond direct phone access. Voice and fax messages can be retrieved for playback/viewing or download via My Messages on the My Phone dashboard, or via with copies sent to any address. Voice mails are sent in.wav format, and faxes are sent in.tiff format. If users just want a notification that a message was received, notifications can be sent to a cell phone via text or . This allows users to be mobile and have access to their voice mail and faxes as if they were in the office. Extended Away The Extended Away greeting disables the ability for a caller to leave a message. It is useful as an announcement only greeting, including the following scenarios: Users who are on extended leave or vacation and do not want to fill their mailboxes An employee hotline for information concerning an office schedule (inclement weather) An instructional message option for use by an Auto Attendant When listening to a message, you can play the previous message (pressing 4 ) or skip to the next message (pressing 6 ). Voice Portal The Voice Portal provides a way for administrators to record greetings for Auto Attendants, Voice Portal, and Voice Messaging greetings remotely through any telephone. To access your voice portal, call your voice portal telephone number, log in, and follow the audio prompts. End users can access the Voice Portal to manage their voice mailbox. 11

12 User Feature Setup The following features can be configured by end users. Refer to the User Feature Setup page for user/references guides for each feature. Alternate Numbers Enables users to have up to ten phone numbers and/or extensions assigned to them. A standard ringtone is used for incoming calls to the primary phone number; users have the option to choose a distinctive ringtone for calls to their additional phone numbers. For outgoing calls from the user, the primary phone number is displayed as the calling line identity. Anonymous Call Rejection Allows users to reject calls from anonymous parties who restricted Caller ID. When a user activates the service (via a simple web interface), callers without identification are informed that the user is not accepting calls. The user s phone will not ring and the user sees or hears no indication of the attempted call. This service does not apply to calls from within the business. Barge-In Allows a user to be bridged into another user's call in progress. Barge-in is enabled using the *33 feature access code, or the BARGE button in the Receptionist Console. Business Continuity Allows users to designate and configure a location (e.g., a mobile phone) for calls to be redirected to when the main device (e.g., the primary landline phone) is unreachable. Call Center The Call Center is designed to support the needs of Call Center agents/supervisors in any environment. It supports the full set of call handling functions, ACD state management, integration of multiple directories, Outlook integration, and other features required in large call centers. Call Forwarding Always Users can activate and deactivate the service by dialing a feature access code or configuring the service via their web interface. If activated, the user must specify the forwarding number. A status indicator on the user s My Phone dashboard identifies whether this service is enabled. Always - redirect all incoming calls to another phone number. Busy - redirect calls to another destination when an incoming call encounters a busy condition. 12

13 No Answer - redirect calls to another destination when an incoming call is not answered within a specified number of rings. Selective - define criteria that cause certain incoming calls to be redirected to another destination. If an incoming call meets the user-specified criteria, the call is redirected to the specified destination. The user controls the service via the My Phone dashboard, which provides the ability to set the forwarding destination address and the criteria that determines which calls require forwarding. A criteria set is based on incoming calling line identity, time of day, and day of week. Call History Provides a detailed report of missed, placed, and received calls. Call Hold and Resume Allows a user to place an existing call on hold for an extended period of time, and then retrieve the call to resume conversation. While the calling party is on hold, the user can make a consultation call to another party. Call Notify Enables a user to receive an notification when they receive a call that meets criteria they define. Users can define criteria to include calls from any number or be a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be true for the to be sent. A valid address must be entered before Call Notify can be used. Call Rejection Reject calls from callers who have intentionally blocked their phone number from identification. Call Park and Retrieve Enables a user to hold a call and to retrieve it from another phone within a predefined group of users. To park a call, the user presses the flash hook and dials the Call Park feature access code. To retrieve the call, the user can select any other phone within the predefined group of users; dial the Call Retrieve feature access code, followed by the user s extension. The call is retrieved and connected to the user. Call Return Enables users to dial the last party that called, whether or not the call was answered, by dialing the Call Return feature access code. 13

14 Call Transfer Allows users to transfer a call to a specified destination. Call transfer can be blind, use third-party consultation, or use three-way consultation. With Blind Call Transfer, the user transfers an active call to a specific destination without consulting the destination party. With Transfer with Third-party Consultation, the user consults with the add-on party (i.e., announces the intent to transfer a call) before transferring a call to the add-on party. With Transfer with Three-Way Consultation, the user initiates a three-way call with both the original caller and an add-on party before transferring the caller to the add-on party. Call Waiting Enables a user to answer an incoming call while already engaged in a previous call. When a second call is received, the user is informed via a call waiting tone. To answer the waiting call and place the original party on hold, the user simply presses the flash hook. By pressing the flash hook a second time, the user reconnects to the original party and holds the waiting party. The feature completes when any party hangs up. Calling Name ID Provides the calling name for incoming calls. Chrome Dialer The Chrome Dialer is an extension for the Google Chrome browser with the following communication features: Click-to-call Call notifications Directory search Feature management Conferencing Meet Me Conferencing allows multiple callers to join in a single call that enables meetings among diversely located invitees at any time. This helps enhance productivity by providing a tool that facilitates communication among a group of people in locations around the globe. Once the feature is installed, it can be used at any time without the need for scheduling or reservations. You can have multiple Meet-Me conference bridges per site. Multiple conference bridge owners (moderators) at the site can be assigned to the same bridge. Each bridge supports up to 147 concurrent participants (ports), so you will need to allocate your bridge owners based on an assumed level of oversubscription. 14

15 Bridge ports are consumed on a first come-first served basis among all conference participants and moderator hosts. Each Moderator/Conference ID is allocated 20 bridge ports by default. You can change bridge port allocation on a per owner basis; the range is from 3 to 147 ports. A Conference ID and Moderator PIN are system generated for each moderator user assigned to a bridge and ed to them. On-demand conference recordings: o o o o Moderator controlled through DTMF * code Can be up to 2 hours in length and saved in MP3 format Can be downloaded for archival purposes Those recordings older than 30 days are automatically deleted from the system Desktop Softphone The Virtual Communications Express Desktop Softphone is a native Microsoft Windows and Apple Macintosh soft client, providing the following communication features: Premier User Standard User Desktop Client (a la carte) Desktop Client X X Mobile Client (a la carte) Unified Communications (a la carte) Mobile Client X X Enterprise Directory X X X User Feature Config X X X Call History X X X IM & Presence X X Desktop Sharing X X File Sharing X X My Room (Web RTC & Guest X X 15

16 Client) Outlook Client X X Lync Integration X X ios & Android Tablet Clients X X Directed Call Pickup Enables a user to answer a call directed to another phone within a predefined group of users by dialing the feature access code, followed by the extension of the ringing phone. Do Not Disturb Allows users to set their phones as unavailable, resulting in a busy tone for incoming calls. It can be activated/deactivated by dialing a feature access code or configuring the service via the My Phone dashboard. A status indicator on the personal web interface identifies when the feature is enabled. Extension Dialing Allows users to dial extensions only (instead of full phone numbers) to call other members in their location. External Calling Line ID Delivers an external caller s identity (e.g., name and phone number) to a Virtual Communications Express user via the phone and My Phone dashboard. Identity information is delivered to the My Phone dashboard and the phone only if the information is available and has not been blocked by the caller. Feature Access Codes (FACs) Feature Access Codes (also known as star codes ) are entered through the phone keypad to control the configuration of certain features. To use a Feature Access Code, pick up the handset and enter the applicable code (see below). For features that require additional input, follow the audible prompts to provide the required additional information. Note: Feature Access Codes allow an alternate method of controlling the same features that can be enabled or disabled on the My Phone dashboard. Changes made using Feature Access Codes are reflected on the My Phone dashboard. 16

17 Group Paging Allows a user to set up a one-way call to a group of up to 20 target users by dialing a number or extension. The Group Paging service makes a simultaneous call to all the assigned targets and announces to the originator that the system is ready for paging. The originator s message is heard through the speakers of the phones without the target users having to take any action. After speaking, the originator ends the page by hanging up the call. Hoteling Enables a user s phone profile (phone number, features, and calling plan) to be temporarily loaded onto a shared (host) phone. It is comprised of two features: Hoteling Host and Hoteling Guest that work together to allow an administrator to designate specific phones (hosts) that users (guests) can temporarily log into and use as their own phone. When a guest logs in to a host phone, their user profile is automatically transferred to the device. The host device then becomes the user s primary device while they are logged into it. The Hoteling feature is useful for mobile users who frequently work in different offices to retain the functionality of their main desk phone with the same features. It is also useful in a call center environment where a site may have a limited number of phones but need their employees to share their phones over multiple shifts while being able to maintain a specific profile acting as their agent identity in the call center. Internal Calling Line ID Provides an internal caller s identity (e.g., name and phone number) to a Virtual Communications Express user via the phone and My Phone dashboard. Identity information is delivered to the My Phone dashboard and the phone only if the information is available and was not blocked by the caller. Last Number Redial Enables users to redial the last number they called by clicking the Redial button on their dashboard or by dialing a feature access code. Lync Client The Lync Client is for customers who are actively using Skype4Business (Lync). This is a VCE Desktop Client with an add-in to the Skype Client that allows for outbound calls generated from Skype/Lync to initiate a click-to-dial in the VCE Client dialer. The Lync Client does not have the My Room function or Instant Messaging. It does have Presence, Call Settings, Enterprise Directory, Contacts, and In-call Management. You much log in to the client to use clickto-dial. 17

18 Microsoft Outlook Add-In for Desktop Softphone The Microsoft Outlook Add-in for the Virtual Communications Express Desktop Softphone provides integration between the Desktop and Microsoft Outlook. This add-in enables Microsoft Outlook to display the Desktop contact presence, and allows you to invoke client functions like Chat, Call from Computer, Call from Phone, and Video Call from Outlook. Mobile for Apple iphone/android By adding Virtual Communications Express Mobile to an ios or Android platform, you can leverage a convenient and intuitive interface for mobile calling services. Calls look just like a call made from your business desk phone. Receive calls on your mobile phone as if it was your desk phone One-button business voice mail access Access your business enterprise directory from your smartphone. The following table lists the communication features for Standard and Premier users: Premier User Standard User Desktop Client (a la carte) Desktop Client X X Mobile Client (a la carte) Unified Communications (a la carte) Mobile Client X X Enterprise Directory X X X User Feature Config X X X Call History X X X IM & Presence X X Desktop Sharing X X File Sharing X X My Room (Web RTC & Guest Client) X X 18

19 Outlook Client X X Lync Integration X X ios & Android Tablet Clients X X Monitoring Allows users to monitor the telephony presence of other users within their business by way of an indicator light that appears as a line appearance button on the phone. Multiple Line Appearances Allows a user to allocate more than one button on their phone to display their primary line. This is useful if you want to put an existing call on hold in order to pick up another incoming call without using the scroll keys on your phone. The administrator can select the number of line appearances for the primary line that the phone displays. The maximum number of line appearances displayed on the phone is determined by the number of buttons or soft keys the model supports. The maximum is four per station (Shared Call Appearances only display one line appearance for the shared station, regardless of the MLA configuration for the primary device). My Messages My Messages allows you to set up preferences for various features available with your voice mailbox. For example, the voice mail to setting allows you to receive notifications when a new voice mail message arrives, or to receive voice mail messages as.wav file attachments via . My Numbers The My Numbers feature allows you to establish multiple favorite phone numbers to be used when configuring services such as Call Forwarding, Sim Ring/Anywhere, and Call Waiting. For ease of use, set up My Numbers prior to configuring other features available on the My Phone dashboard. My Rules There are different ways you can handle incoming calls. The My Rules feature enables you to create different rules to forward, reject, or accept certain calls based on the phone number of the person calling and/or time of day and day of the week when the calls are received. You can also add schedules that determine when your rules are active. It is recommended that you add your schedules before creating a rule. 19

20 Office Anywhere Office Anywhere is a mobility feature supporting the following functions on the phone of your choice (e.g., your personal mobile phone): 1. Receive calls on your Office Anywhere phone (e.g., your mobile phone) when a caller dials your office phone number. 2. Place calls from your Office Anywhere phone using your business calling line ID versus your mobile phone caller ID. 3. Pull calls from your Office Anywhere phone to your office phone while on an active call. 4. Push calls from your office phone to your Office Anywhere phone while on an active call. Outbound Caller ID Blocking Enables a user to block delivery of his/her identity to the called party. The user activates/deactivates the service via the My Phone dashboard. If activated, the user s identity is blocked for all calls; however, users can choose to allow delivery of their Calling Line ID on a per-call basis by entering the Calling Line ID Delivery feature access code. Once the call is complete, ID blocking is restored. Priority Alert Allows your phone to ring with a different cadence based on pre-defined criteria. You can use this feature to be notified when a specific number is calling or when a call is from inside or outside your company. The criteria for each Priority Alert entry can be a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. Push-to-Talk Allows users to leverage their Virtual Communications Express phones as intercoms, facilitating instant communication between extensions. Administrators can customize the feature by establishing white/black lists and defining if calls established using the feature are one or two-way. Receptionist The Receptionist is used to screen inbound calls and shows the real time status of monitored users. You can: View call activity (e.g., on a call, not on a call, or do not disturb) for selected users View the details of calls, such as the number of calls, the name and number of the callers, and how long the call has been active if permitted by your administrator. Make calls and transfer calls. 20

21 Remote Office Remote Office enables you to use your home or cell phone as your business phone by directing all incoming calls to ring the remote office phone. If you have Remote Office enabled, your remote location rings, and then you are connected to the caller as if you were placing the call from your office phone. Note: Enabling Remote Office forces ALL inbound calls to the number you specify. If you have Office Anywhere or Mobility, those numbers will NOT ring. Selective Call Rejection Permits a user to define criteria that cause certain incoming calls to be blocked. If an incoming call meets specified criteria, the call is blocked and the caller informed that the user is not accepting calls. The user controls the service and establishes criteria sets via the My Phone dashboard. A criteria set is based on incoming calling line identity, time of day, and day of week. Sequential Ring Sequential Ring allows you to create a list of up to five additional numbers (total of six) to ring in a specific order when you receive an incoming call. Specific criteria must be assigned to activate this feature. The criteria for each Sequential Ring entry can be calls from any number, a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. Shared Call Appearance Enables a user to show their line on phones used by other end users. Full functionality to place and receive calls is provided from any phone on which their line is shared. Call appearances can be shared on up to 35 additional phones. Sim Ring/Anywhere Simultaneous Ring (Sim Ring) is a mobility feature allowing you to configure up to 10 phones to ring simultaneously with your desktop phone. Office Anywhere (Anywhere) is a mobility feature supporting the following functions on the phone of your choice (e.g., your personal mobile phone): 1. Receive calls on your Anywhere phone (for example, your mobile phone) when a caller dials your desktop phone number. 2. Place calls from your Anywhere phone using your business calling line ID versus your mobile phone caller ID. 3. Pull calls from your Anywhere phone to your desktop phone while on an active call. 4. Push calls from your desktop phone to your Anywhere phone while on an active call. Before using Anywhere, you must setup your designated phone and several feature preferences. This guide includes instructions for: 21

22 Configuring Sim Ring Configuring Anywhere Placing calls from your Anywhere phone Pulling calls Pushing calls Note: The Anywhere and Sim Ring features cannot be enabled at the same time. When you enable Anywhere you automatically disable the Sim Ring feature. Tablet Client Apple ipad/android The Tablet Client for Apple ipad and Android provide the following communication features: Instant messaging and Presence (IM&P) Voice calling (VoIP) Video calling Call Settings Unified Messaging The Unified Messaging feature allows you to access your voice mail and faxes using other options beyond direct phone access. Voice and fax messages can be retrieved for playback/viewing or download via My Messages on the My Phone dashboard, or via with copies sent to any address. Voice mails are sent in.wav format, and faxes are sent in.tiff format. If you just want a notification that a message was received, notifications can be sent to a cell phone via text or . This allows you to be mobile and have access to your voice mail and faxes as if you were in the office. Extended Away The Extended Away greeting disables the ability for a caller to leave a message. It is useful as an announcement only greeting, including the following scenarios: Users who are on extended leave or vacation and do not want to fill their mailboxes An employee hotline for information concerning an office schedule (inclement weather) An instructional message option for use by an Auto Attendant When listening to a message, you can play the previous message (pressing 4 ) or skip to the next message (pressing 6 ). 22

23 Voice Mail Voice mail can be accessed from the Messages button or Message menu item on your phone, or from outside the office by dialing your own phone number. Press the star key (*) when you hear your voice mail greeting after dialing your number when accessing voice mail from outside the office. The maximum voice mail greeting size is 2000 KB, or four minutes. 23

24 Additional Help and Resources Getting Started with Your Service To learn how to manage your user account settings and site service features, go to: Returning Equipment Should you require replacement equipment, please refer to the Return Merchandise Authorization (RMA) quick reference guide located at Contact Us Virtual Communications Express Support: Or visit For questions on other Verizon products: Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 2.16 July 2016