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1 Hosted VoIP Services User Features Business Portal Guide Document Version 1.1a GCI Network Solutions Ltd Global House 2 Crofton Close Lincoln Lincolnshire LN3 4NT GCI Network Solutions Ltd Page 1 of 151

2 Copyright Notice Copyright 2014 GCI Network Solutions Ltd. All rights reserved. Any technical documentation that is made available by GCI is proprietary and confidential and is considered the copyrighted work of GCI. This publication is for distribution under GCI non-disclosure agreement only. GCI reserves the right to make changes without prior notice. Trademarks BroadWorks, BroadTouch, BroadTouch Business Communicator, and BroadCloud are trademarks of BroadSoft, Inc. Other product names mentioned in this document may be trademarks or registered trademarks of their respective companies and are hereby acknowledged. Document Revision History Release Version Reason for Change Date Author 1.0 Created document April 09, 2014 Development, CloudPBX 1.1 Application Update July 18, 2014 Development, CloudPBX 2014 GCI Network Solutions Ltd Page 2 of 151

3 Table of Contents Copyright Notice... 2 Trademarks... 2 Document Revision History... 2 Introduction Overview Related Documentation Additional Line Description Function Configuration Provisioning an additional Line In the Business Portal: Alternative Numbers Description Function Configuration Anonymous Call Rejection Description Function Configuration Answer Confirmation Description Function Configuration Answer Confirmation for Simultaneous Ring Answer Confirmation for Sequential Ring Answer Confirmation for Call Director Answer Confirmation Interactions Authentication Description Automatic Callback Description Function Limiting Conditions Configuration Automatic Hold/Retrieve Description Function Configuration Basic Call Logs GCI Network Solutions Ltd Page 3 of 151

4 Description Function Configuration Broadsoft Assistant (Enterprise) - (Toolbar) Description Busy Lamp Field Description Supported Devices Cisco SIP-based Attendant Consoles Polycom SoundPoint IP SIP-based Attendant Consoles Number of Monitored Users Supported Deployment Scenarios Function Limiting Conditions Configuration Business Portal BLF User New BLF User Business Portal BLF Device Management Business Portal Busy Lamp Field Call Barge-in Exempt Description Configuration Call Director Description Function Configuration Operation Call Director Inbound Call Director Outbound Click-to-Dial Calls Call Director Call Move and Location Control An example of each scenario is shown below Moving a call from a Call Director Location to a User s Primary or SCA Device Moving a call from a User s Primary or SCA Device to a Call Director Location Location Activation Location Deactivation Example Uses Outbound Calling through Call Director Portal Inbound Call Inbound Call with Answer Confirmation Click-to-Dial Outbound Call GCI Network Solutions Ltd Page 4 of 151

5 Call Move Location Control Feature Interaction SIP Trunking Shared Call Appearance Other Feature Interactions Call Forward Always Description Function Limiting Conditions Configuration Call Forward Busy Description Function Configuration Call Forward No Answer Description Function Configuration Call Forward Not Reachable Description Function Configuration Call Forward Selective Description Function Configuration Call Hold (inc. Flash) Description Function Configuration Operation Call Notify Description Function Configuration Call Park Description Operation Call Pick Up Group Description GCI Network Solutions Ltd Page 5 of 151

6 Operation Call Recording Description Function Storage Options What Calls are recorded? PCI Compliance Administration Configuration Call Return Description Function Limiting Conditions Configuration Call Transfer (consultative & 3-way Conference) Description Function Configuration Call Waiting Description Function Configuration Cancel Call Waiting Per Call Calling Line ID Blocking Description Function Limiting Conditions Configuration Calling Line ID Blocking Per Call Calling Line ID Delivery - External Description Function Configuration Calling Line ID Delivery Internal Description Function Configuration Client Call Control Description Comm Pilot Express Description GCI Network Solutions Ltd Page 6 of 151

7 Function Configuration CRM Connect Description Configuration and Login Using CRM Connect Where Is It? Tray Menu Phone Window Preview Window Making Calls and Call Control Making Calls Call Control More call control Address Books, Contacts and Call History Creating and Searching Contacts Storing contact details when on a call Adding contact details from the Call History window Call History Settings and configuration Telephony settings Interface settings Dialing settings Events settings Integration settings Directed Call Pickup with Barge In Description Function Directed Call Pickup Barge In Configuration Distinctive and Priority Ringing Description Function Configuration Do Not Disturb Description Function Configuration In the Business Portal: From Your CommPilot Call Manager (Toolbar) GCI Network Solutions Ltd Page 7 of 151

8 From Your Voice Portal Using a Feature access Code Fax Messaging Description Function Availability Configuration Provisioning Fax Messaging Configuring Fax Messaging Operation Receiving Faxes Fax Storage Fax Notification Fax Retrieval Voice Portal Hot Desking Description Function Highlights Features Hot Desking Host Hot Desking Guest Configuration Hot Desking Guest Operation Configuration via the Business Portal Configuration via the Voice Portal Intercept User Description Configuration Last Number Redial Description Function Configuration Personal Contacts Description Supported Characters Function Configuration Phone Services Description Configuration GCI Network Solutions Ltd Page 8 of 151

9 Push to Talk Description Function Configuration Reception Console Description Function Reception Console Small Business Description Function Remote Office Description Function Configuration Toolbar UC Office Desktop UC-Office Smartphone Selective Call Acceptance Description Function Configuration Selective Call Rejection Description Function Configuration Sequential Ringing Description Function Configuration Shared Call Appearance Description Function Configuration Shared Call Appearance Adding a Device Delete a Device Alert All Appearances for Click-To-Dial Calls Allow Call Move From Another Device Simultaneous Ringing Description Function GCI Network Solutions Ltd Page 9 of 151

10 Configuration In the Business Portal: From Toolbar From UC-Office Clients Speed Dial Description Function Configuration In the Business Portal: Adding an entry from the Phone Speed Dial Description Function Configuration In the Business Portal: Adding an entry from the Phone UC Office Description Configuration UC Team Description Configuration UC-Office Desktop Description Function Download Configuration UC-Office Smartphone Description Function Download Configuration Video Calling Description Highlights & Features Configuration Voice Messaging including Voice Portal Calling Description Function Configuration GCI Network Solutions Ltd Page 10 of 151

11 Introduction This document provides a description of the features offered by G C I / Broadsoft. The following features are covered: User features These features are assigned to specific users on the system and are used, managed, and configured by the user (or authorised administrator). Group Features, Messaging Features, and Enterprise Features are covered in associated documents. Overview This document describes the basic functionality of each User Feature and provides an explanation of how the feature is used and configured by a User, as well as an Administrator. It is not technical documentation and should be viewed as a guide only. Features can have complex interactions that effect how they function in certain circumstances. Some features can have different behaviour between Users dependent on what other features the Users may have enabled. Where a functional limitation on a common feature is obvious, it is briefly outlined here as a Limiting Condition. Feature interactions can be complex and the Limiting Conditions should not be taken as a definitive list. Not all Users will have access to all available Features. Access to Features is determined by the Feature Package and/or Add-On Feature Packages applied to the User. Please refer questions regarding your Service Offering and Feature Packages to your Account Manager. Users logging onto the Business Portal can access their features by using the top Features tab Group Administrators logging onto the Business Portal can also access User Features. To change the feature settings for a User they should navigate to: - Employees (select Employee) > Features. To change the Feature Package or Add-On Feature Package applied to a User they should navigate to: - Employees (select Employee) > Service Settings GCI Network Solutions Ltd Page 11 of 151

12 Related Documentation This document should be used in conjunction with the Star Code Feature Guide. Other common terms for these are FAC, Star Codes or Feature Codes. Additional Line Description Additional Line is a User Type that is configured when a new User, Employee, is configured. Function An additional line can be created to give a device, IP handset etc. a 2 nd, 3 rd, 4 th. call appearance, on spare line keys if supported, for multiple DECT handsets off a DECT base station or to utilise a 2 nd line on an ATA. Configuration Provisioning an additional Line In the Business Portal: Navigate to:- Employees. Add Employee Click Save & Activate 2014 GCI Network Solutions Ltd Page 12 of 151

13 Select Site Name Select Additional Line Select Primary Number and Feature Package 2014 GCI Network Solutions Ltd Page 13 of 151

14 Select Optional Add-On Feature Package (if required) Select Device. New Device:- If you wish to create a new device for this service Define a new device ID Select the device type from the dropdown box Enter the device MAC address Existing Device Select the existing device in the Device ID dropdown box. Click Activate The additional line will be added to device. If the additional line is on an existing device the device will reboot and the additional line will appear under the first spare line key GCI Network Solutions Ltd Page 14 of 151

15 Alternative Numbers Description The Alternate Numbers feature allows Users to specify the Alternate Numbers they can use with their phone service. Users can configure up to ten Alternate Numbers. The Alternative number will call the User s Primary Line appearance and a distinctive ring pattern is applied to differentiate the call. Function Normal ringing is provided for incoming calls to the primary phone number and Users have the option of selecting from 3 distinctive ring patterns for calls to their subsequent numbers The distinctive ring patterns available are:- Normal Long-Long Short-Short-Long Short-Long-Short Only numbers that are Reserved for the Site but unassigned to Site features or Users are available in the dropdown list for assigning as Alternate Numbers. Alternate Numbers will appear in the CDRs (call Duration Records). NOTE:- For outgoing calls from the User, the User s primary phone number is the calling line identity. Configuration The User can select the feature setting Alternate Numbers in the Business Portal on their User Features page. In the Business Portal: Navigate to:- Employees (select employee) > Features > Alternate Numbers 2014 GCI Network Solutions Ltd Page 15 of 151

16 If you want to allow each alternate number to have a distinctive ring pattern, select the "Use distinctive ring patterns" check box. Click Save Click Add From the Alternate Number list box, select a telephone number for your new alternate number. Type a telephone number extension in the Extension field. From the Ring Pattern list box, select a ring pattern for your new alternate number. Click Save GCI Network Solutions Ltd Page 16 of 151

17 Anonymous Call Rejection Description This service enables a user to reject calls from anonymous parties who have explicitly restricted their identities. By activating the service, callers who have restricted their identities are informed that the user is not accepting calls from restricted callers. The user s phone does not ring and the user does not see or hear any indication of the attempted call. This service does not apply to calls from within a group. Function Anonymous Call Rejection enables users to instruct Broadsoft to reject incoming call attempts from callers not within the same group, who have blocked their identity (phone number) to the user, with a calling identity delivery blocking feature. When this feature is active, the user receives no alerting indication for external calls from callers with their identities blocked. Instead, the caller is connected to an announcement stating that the user does not accept calls with the caller s identity blocked. Another common name for this service is Anonymous Caller Rejection. Configuration The User can configure this service through the Anonymous Call Rejection Feature on the User s Features page on the Business Portal or the Services tab on the Toolbar Navigate to:- Employees (select employee) > Features 2014 GCI Network Solutions Ltd Page 17 of 151

18 Toggle the Anonymous Call Rejection switch to the On position OR In the Business Assistant Enterprise (Toolbar) click Services Click Anonymous Call Rejection on the left Select the On radio button on the right Click Apply 2014 GCI Network Solutions Ltd Page 18 of 151

19 Answer Confirmation Description This feature enhances the existing Simultaneous Ring, Sequential Ringing and Call Director services to (optionally) prompt the called party to enter a digit to confirm the acceptance of the call. Function These enhancements allow us to better deal with situations in which a find-me-follow-me destination rolls over to voice mail, thus ending the find-me-follow-me functionality and preventing real parties from answering the call (for example, when a mobile phone is off or unreachable). The Answer Confirmation feature ensures that the call is connected to a live party, or rolls over to the user s VoIP mailbox. As such, the answering party may be prompted to enter a confirmation digit before getting connected to the calling party. Alerting continues for all other destinations until the successful collection of a confirmation digit. Upon collection of a successful confirmation digit, the call is connected and other find-me-follow-me destinations are released as usual. Configuration Configuration of Answer Confirmation for the Simultaneous Ring, Sequential Ringing and Call Director services is found in the Mobility section on the User s Features page on the Business Portal For Simultaneous Ring you can configure via the Toolbar application, see below, and from the UC- Office application, Desktop and Smartphone. In the Business Portal: Navigate to:- Employees > Features. Mobility 2014 GCI Network Solutions Ltd Page 19 of 151

20 Answer Confirmation for Simultaneous Ring The following section describes the enhancement of Answer Confirmation for Simultaneous Ring. This is not a new feature. However, it is an enhancement that applies to the existing feature. Answer Confirmation is available to configure in the Simultaneous Ring Features page in the Business Portal. There are check boxes to turn Answer Confirmation On or Off for each Simultaneous Ring Phone Number: Turn on Simultaneous Ring Using the +Add button, add in the numbers you wish to ring Select Answer Confirmation if required Click Save From the Toolbar Select the Simultaneous Ring icon (Highlighted below) 2014 GCI Network Solutions Ltd Page 20 of 151

21 Turn on Simultaneous Ring Using the Add button, add in the numbers you wish to ring Select Answer Confirmation if required Click OK When Simultaneous Ring is enabled, calls to the user are presented to their devices and all Simultaneous Ring phone numbers simultaneously. The user can then answer the call on any of their devices or Simultaneous Ring numbers. When enabled, the Answer Confirmation option provides a prompt to the User (the answering party) to enter a digit to complete the call when answered by one of their Simultaneous Ring numbers. Any digit can be dialled to confirm the call. The default prompt played to the User is Please press any key to complete the call. Until the answering party successfully dials a confirmation digit, the service continues to ring all Simultaneous Ring phone numbers. If a confirmation digit is not pressed within 5 seconds of answering the call then the call leg is released and the other phone numbers continue to ring. Upon successfully confirming the answer with a digit, the call is connected and the other destinations are released as usual. Example A calls B, who has Simultaneous Ring set to location C and D Locations C and D ring User B answers the call from location C, D continues to ring User B is presented with the prompt Please press any key to complete the call 2014 GCI Network Solutions Ltd Page 21 of 151

22 User B presses a digit to confirm the call A is connected to User B at location C. The call to location D is dropped A and B are now talking Answer Confirmation for Sequential Ring The following section describes the enhancement of Answer Confirmation for Sequential Ring. This is not a new feature. However, it is an enhancement that applies to the existing feature. Answer Confirmation is available to configure in the Sequential Ring Features page in the Business Portal. There are check boxes to turn Answer Confirmation On or Off for each Sequential Ring Phone Number: The Sequential Ring feature uses the Answer Confirmation feature in a way that is very similar to Simultaneous Ring. However, for the Sequential Ringing feature there is only one alerted location at a time. A failed confirmation at a given Sequential Ring phone number (due to sequential ring timeout, confirmation timeout, user hang-up, and so on) results in the service automatically ringing the next location. A confirmation is never requested for a sequential ringing location that corresponds to the user s primary phone number. When Sequential Ring is enabled, calls to the User are presented to the User s primary phone and/or up to 5 Sequential Ring phone numbers one after the other. The Users configures how long each location should ring for before moving on to the next GCI Network Solutions Ltd Page 22 of 151

23 When enabled, the Answer Confirmation option provides a prompt to the User (the answering party) to enter a digit to complete the call when answered by one of their Sequential Ring numbers. Any digit can be dialled to confirm the call. The default prompt played to the User is Please press any key to complete the call. Until the answering party successfully dials a confirmation digit, the service continues to ring all Sequential Ring phone numbers in turn. If a confirmation digit is not pressed within the timeout of answering the call then the call leg is released and the next location is alerted. Upon successfully confirming the answer with a digit, the call is connected and the next locations are not alerted. Example A calls B, who has Sequential Ring set to location C and then D and then E Location C rings User B does not answer. The sequential ring alerts the next location (D) User B answers at location D and is presented with the prompt Please press any key to complete the call User B does nothing (no digit pressed) and the sequential ringing timeout for next location occurs in the middle of the confirmation procedure Call leg to location D is released and E starts ringing User B answers at location E and presses a digit to confirm the call A is connected to User B and location E and A and B are now talking Answer Confirmation for Call Director Answer Confirmation is available to configure in the Call Director Features page in the Business Portal. Select the Phone Number you wish to enable Answer Confirmation for 2014 GCI Network Solutions Ltd Page 23 of 151

24 Tick Require Answer Confirmation box and then save When Call Director is enabled, calls to the user are presented to their locations and all the Devices Ring dependent on the rules in place. See the Call Director Section for further information. The user can then answer the call on any of their devices. When enabled, the Answer Confirmation option provides a prompt to the User (the answering party) to enter a digit to complete the call when answered by one of their Simultaneous Ring numbers. Any digit can be dialled to confirm the call. The default prompt played to the User is Please press any key to complete the call. Until the answering party successfully dials a confirmation digit, the service continues to ring all Simultaneous Ring phone numbers. If a confirmation digit is not pressed within 5 seconds of answering the call then the call leg is released and the other phone numbers continue to ring. Upon successfully confirming the answer with a digit, the call is connected and the other locations are released as usual. Answer Confirmation Interactions The following table shows different actions that can be attempted whilst a call is waiting for confirmation and the result of the attempted action: Event Action Pickup Attempt From another location Deny call pickup request. Continue confirmation procedure. Call Park Attempt From any side Deny call park request. Continue confirmation procedure GCI Network Solutions Ltd Page 24 of 151

25 Authentication Description Authentication is an option that appears when adding and activating a New Employee Authentication allows you to set authentication details for the employee that are used in the SIP registration of their devices with the BROADSOFT service. Currently there are no devices supported that use this service and consequently this should be left at the default No Setting. Automatic Callback Description The Automatic Callback (ACB) service allows Users to monitor a busy party and automatically establish a call when the busy party becomes idle. Upon reaching a valid ACB busy condition, the User will hear an announcement asking if they would like to monitor the line and be called back when it is idle. The ACB service can only be activated against a destination within the same group. Function Automatic Callback is an outgoing call feature that allows a User to place a call to another User in the same group. If the called User is busy, the call originator can activate Automatic Callback to be notified when the called User is idle. When notified, a new call setup attempt to the now idle User is initiated automatically and the originating User is not required to redial the phone number. The new call attempt is treated as an originating call attempt; it may receive busy treatment or be redirected. For the new call setup to be attempted, both parties must be idle. When a User originates a call to another User in the group, if the called party is unable to receive the call because of a valid ACB busy condition, a prompt is played giving the originator the opportunity to activate ACB, (for example, The line you are calling is busy. Press 1 if you would like to be notified when the line is available ). After activating ACB, the Originating User goes on hook and is notified with special ringing when both parties are idle. If the User answers special ringing, call setup is automatically initiated towards the other party. Limiting Conditions Terminating Users are considered busy, or unavailable, if they cannot receive a call at their primary locations. This means that if a terminating feature redirects the call and the new location is busy, ACB is not activated GCI Network Solutions Ltd Page 25 of 151

26 ACB is disabled if the call is handled by any of the following terminating services, but is not limited to these service interactions. Selective Call Rejection and Selective Call Acceptance The length of time ACB remains active and the numbers of retry attempts etc. are not configurable, they are controlled by the system. Configuration A User can activate or deactivate Automatic Callback via the toggle switch in their Feature page on the Business Portal or through the Services Tab on the Toolbar. In the Business Portal: Navigate to:- Employees (select employee) > Features Toggle the Automatic Callback switch to the On position OR In the Business Assistant Enterprise Toolbar click Services 2014 GCI Network Solutions Ltd Page 26 of 151

27 Select Automatic Callback in the menu on the left Select the On radio button Click Apply Automatic Hold/Retrieve Description Automatic Hold and Retrieve provides an alternate method to hold and retrieve calls. Incoming calls are automatically held and retrieved without having to use feature access codes. Function Calls to a user configured with Automatic Hold and Retrieve are immediately put into the Hold condition. Music on Hold is immediately returned to the caller, if configured. After the configurable timeout the call is returned to the original user. This can be used by an operator to hold a call during a busy period if they need time to deal with the caller s request. Configuration In the Business Portal: Navigate to :- Employee > Features > Call Control > Automatic Hold Retrieve Click Configure 2014 GCI Network Solutions Ltd Page 27 of 151

28 Turn on Automatic Hold/Retrieve Set the Retrieve Calls On Hold After timer Click Save Basic Call Logs Description Call Logging is a set of call analysis features that allow Employees to view and analyse call logging information. Call Logging provides comparison and analytical tools for tracking and improving the efficiency and effectiveness of business communications. Function An intuitive, feature rich interface allows you to visualise trends and patterns, zoom in on detailed data or view key headline information at a glance. Call Logging is a Free of Charge application that is supplied as standard in the Business Portal GCI Network Solutions Ltd Page 28 of 151

29 Please Refer the Business Portal Employee User Guide for more information on the service and the features available Configuration No Configuration Required Service is standard in the Business Portal Broadsoft Assistant (Enterprise) - (Toolbar) Description Broadsoft Assistant (Enterprise) or Toolbar is an exclusive IP Telephony application that is used for call control features and services click-to-dial, call forwarding and so on. It can only be installed on Windows PCs and must be used in conjunction with Internet Explorer 7 or later or Firefox Version 3, 10 or 11. The Toolbar will also integrate with Microsoft Outlook if installed. Please refer to the Business Assistant Enterprise Administrators Guide for full details of Configuration and the relevant Hardware and operating system requirements. Unless the User s machine meets the criteria, this toolbar is not suitable. Busy Lamp Field Description The Busy Lamp Field (BLF) feature enhances the available Broadsoft service to be able to support a SIP phone-based attendant console. It enables the monitoring of multiple Users busy/idle status through the Busy Lamp Fields by appearing on a supported SIP-based attendant console phone. The Busy Lamp Field feature allows the monitoring of the busy/idle status, pick up a ringing call and transfer an active call for Users that may be in different geographic locations or provisioned on different Sites for the Customer. Remote Offices and Home Workers are examples where the User is likely to be at a different geographic location. This is particularly useful to operators and BLF Users who need to handle and distribute calls on behalf of a group of Users, some of which may be located elsewhere. Specifically, the Busy Lamp Field feature supplies the ability to use the "busy lamp" fields on an attendant console phone to monitor the busy/idle status, pick up a ringing call and one touch transfer a call for a specified set of Users. This feature is particularly useful to operators and receptionists who need to handle and distribute calls on behalf of a group of Users. Supported Devices The Busy Lamp Field feature enhances the Broadsoft service by supporting the use of SIP-based attendant console phones GCI Network Solutions Ltd Page 29 of 151

30 Currently Broadsoft support the following SIP-based attendant consoles for the Busy Lamp Field feature:- Polycom Soundpoint expansion modules Cisco SPA 500S expansion modules Panasonic KX-UT13x IP Phones Cisco SIP-based Attendant Consoles The Cisco SPA 500S expansion module has 2 auxiliary ports. The Aux-in port is connected to the Cisco SPA handset via an auxiliary cable. The Aux-out port is connected to the second expansion module if needed. The Cisco SPA 500S expansion module does not have an LCD display that can be auto populated by the Busy Lamp Field list of monitored Users. There is a cardboard slide where the names of the Users can be written in manually. Care must be taken to match the names on the cardboard slide to the order of the users provisioned in the Busy Lamp Field List. Polycom SoundPoint IP SIP-based Attendant Consoles The Polycom configuration files work differently to the Cisco configuration files and therefore the Busy Lamp Field feature works differently. The Polycom expansion module slides onto the Polycom. Additional expansion modules slide onto the adjoining expansion module up to 3. Number of Monitored Users Supported Each Polycom expansion module contains 14 line appearances available to use for the Busy Lamp Field feature. The Polycom 650 can support 3 expansion modules. The Polycom 650 can also support the Busy Lamp Field feature on the body of the phone, making a total of 47 line appearances for Busy Lamp Field. Each Cisco SPA 500S expansion module contains 32 line appearances available to use for the Busy Lamp Field feature. The Cisco SPA 508 and 525 can support 2 Cisco SPA 500S expansion modules. The Cisco SPA 508 and 525 do not support the Busy Lamp Field feature on the line appearances on the body of the handset. NOTE: - The maximum number of Users that can be provisioned and monitored in the system is limited to 50 in the Busy Lamp Field list. This makes a maximum of 50 Users that can have their busy/idle status monitored by the SIP-based attendant console despite 64 line appearances being available on the Cisco devices GCI Network Solutions Ltd Page 30 of 151

31 Deployment Scenarios The scenarios detailed here are examples and are supplied as a guide only. Single SIP-Based Attendant Console In a single SIP-based attendant console scenario, calls can be delivered directly to the receptionist s DDI. Where you have a customer where the company s main number is already allocated to a User no major re-configuration is required and downtime will be minimal to expand the User s role to use the Busy Lamp Field feature. The same applies where calls are delivered from an Auto Attendant directly to an existing User s extension. Simply add and configure the Busy Lamp Field feature to the User and configure the device. Multiple SIP Based Attendant Consoles Multiple SIP-based attendant consoles can be used simply where there is more than one Receptionist that may be active all day or at different times of the day. Multiple SIP-based attendant consoles can be used to monitor larger numbers of Users on the same Site or groups of Users from different Sites in an enterprise. Each attendant console can monitor the same group of Users, or a different group of Users. For very large enterprises with BLF User(s) located at head office that need to monitor Users provisioned on other Sites, each Site can have its own BLF User provisioned and configure that BLF User to monitor the Users provisioned on the corresponding Site as well as BLF Users configured to monitor Users on multiple sites. In this way, multiple BLF Users can monitor users on different sites or on the same site. Site A - BLF User A - Busy Lamp Field list contains users from site A Site A - BLF User C - Busy Lamp Field list contains users from site A and B Site B - BLF User B - Busy Lamp Field list contains users from site B BLF Users can monitor the busy/idle status of Users on other sites as well as pick up a ringing call or transfer an active call using the monitored User s BLF key. In all cases where multiple SIP-based attendant consoles are to be used the base configuration is the same. The customer s main incoming or advertised number needs to be configured as a feature that is able to distribute calls to multiple BLF Users. Most commonly this will be a hunt group with a DDI of the main incoming number with the BLF Users added as hunt group members. Another option would be an Auto Attendant configured for the main incoming number with an option that would transfer the call to a hunt group with the BLF Users added as hunt group members. If you have Receptionist(s) monitoring the busy/idle status of Users on multiple Sites you will need to configure this for the main incoming number of each Site GCI Network Solutions Ltd Page 31 of 151

32 Each BLF User will require a DDI. The BLF User s DDI is used to configure the Busy Lamp Field list as each BLF User requires its own Busy Lamp Field list. The individual lists may contain the same group of Users or may contain a different group of Users. Ultimately, what is configured and how it is deployed will depend on the particular customer s business requirements and how the customer chooses to operate. The principles of the configuration will follow this diagram in all cases. Function The Busy Lamp Field (BLF) feature is a User level feature that supports the provisioning of an ordered list of monitored Users. This list of monitored Users requires a unique identifier in the form of a SIP URI. The list SIP URI addressing must be in the form of the BLF User s DDI in E.164 format and the subscription domain of the Customer. This ensures the list of monitored Users will operate correctly and be recognized by the system. The list SIP URI must be in the following format: - The signalling for the Busy Lamp Field feature is carried via TCP, (not UDP). Please take this in to account on firewall configuration. The initial NOTIFY for the subscription contains the full state of all the Users in the order specified in the BLF configuration file. The monitored Users are automatically populated in the configuration file. If the customer requires changes to the monitored User list they can alter the Busy Lamp Field list in the Business Portal by adding or removing members until they appear in the order the customer requires. Rebooting the device may be required to reorder the keys to match the configuration file. The Cisco 500S expansion module has illuminated line appearances for the busy/idle status monitoring of users GCI Network Solutions Ltd Page 32 of 151

33 Green = idle status Red (Blinking) = ringing (alerting) Red = busy Orange = configuration error The BLF User is able to pick up a ringing call and transfer an active call to any monitored User using the monitored User s BLF key. The monitored User does not have to be provisioned on the same site as the BLF User to perform transfers. The monitored User MUST be provisioned on the same site as the BLF User to enable the Call Pick Up functionality Location Dialling Codes do not need to be configured to enable this functionality. If Location Dialling Codes are configured the Location Dialling Code plus the extension number will display on the destination User s phone. Limiting Conditions For Call Pick Up of a ringing call using the BLF key of the monitored User, the Users need to be configured in a Call Pick Up Group. Call Pick Up is only supported for monitored Users provisioned on the same site as the BLF User. As the BLF key performs an automatic One Touch transfer, if the BLF User needs to perform a Consultative transfer to a monitored User the process is different to the standard Consultative transfer to a user not on the BLF Monitored User list. For the BLF User to perform a Consultative transfer to a monitored User the process is: - During an Active Call: - Press Hold Press the required monitored User s BLF key Wait until the monitored User answers Press the Xfer line softkey The Polycom Soundpoint IP range of phone is limited to supporting up to 47 monitored users, although up to 50 can be provisioned in the BLF list. The Polycom Soundpoint IP range of phones does not support Call Pick Up using the monitored user BLF keys. The Feature Access Code for Call Pick Up, *98, will pick up the longest ringing call of the users configured in the Call Pick Up Group. The FAC for Call Pick Up can be configured in the phone s directory if a key is available. Directed Call Pick Up, *33, must be manually dialled GCI Network Solutions Ltd Page 33 of 151

34 Configuration Business Portal BLF User The Group or Company Administrator will need to customise the User s device using the Device Management Site Feature and apply the Busy lamp Field Add-On Feature Pack in the Business Portal. It is important that the BLF customisation is applied to the device used as it creates a different configuration file that will enable the Busy Lamp Field feature to function on the device. New BLF User Add a new Employee in the Business Portal When selecting the Feature Package and optional Add-On be sure to select a Feature Package and/or Add-On that includes the Busy Lamp Field Feature. When selecting an existing device or creating a new device for the Employee, be sure to assign a device type capable of supporting the Busy Lamp Field feature. Once the Employee is active with a Feature Package and/or Add-On that includes the Busy Lamp Field feature and is assigned a device capable of supporting Busy Lamp Field you can apply the Busy Lamp Field customisation to the device using the Device Management Site Feature. Business Portal BLF Device Management The Group or Company Administrator will need to customise the User s device using the Device Management Site Feature: Navigate to:- Sites (select a Site) > Device Management > Devices Check the BLF checkbox for the device assigned to the Employee that requires the Busy Lamp Field configuration on their device: 2014 GCI Network Solutions Ltd Page 34 of 151

35 Click Save at the bottom of the page. Business Portal Busy Lamp Field The User, Group or Company Administrator can configure the Busy Lamp Field list of monitored User s through the User s Features page in the Business Portal. The list should contain the Users whose busy/idle status you want to be able to monitor using a supported SIP- based attendant console phone. Navigate to:- Employees (select employee) > Features > Busy Lamp Field Enter the Sip URI for List of Users in the field provided. The SIP URI must be the BLF User s DDI in E.164 format. For example, Select the Users that are to have their busy/idle status to be monitored from the AVAILABLE USERS list on top GCI Network Solutions Ltd Page 35 of 151

36 Click Add to move them to the ASSIGNED USERS table at the bottom. The order of Users in the list you create will correspond to the line appearance order on the supported SIP-based attendant console phone. In other words, the first User in the list on the Busy Lamp Field page is listed on the first available line appearance for BLF on the attendant console phone, and so on until all the Users appear on a key or all the available line appearance keys are used. You can control this order by using the up/down buttons next to each Assigned User. A reboot of the IP Phone may be required to download the new BLF configuration file. Click Save. Busy Lamp Field (BLF) configuration for this particular BLF User has been completed. Repeat for each BLF User that is required to monitor the busy/idle status of a group of Users. Call Barge-in Exempt Description Block barge-in attempts from other users with Directed Call Pickup with Barge-in Configuration Call Barge in Exempt is feature package dependent. Please make sure the feature is available in the employees feature package before configuration GCI Network Solutions Ltd Page 36 of 151

37 In the Business Portal: Navigate to:- Employees > Features > Call control > Call Barge In Exempt Use the slider switch to Enable/Disable the feature. Call Director Description Call Director is a fixed-mobile convergence (FMC) solution that allows users to make and receive calls using one number on any device and move calls between devices. Call Director is a Site Level Feature. Configuration of the site level features are covered in the Site Features Administrator Guide Function The Call Director user feature allows the user to define one or more phone number locations e.g. a Mobile Phone (also referred as Call Director locations in this document) that can be used as extensions to the user s account. These numbers are all alerted for inbound calls, similar to the Simultaneous Ring/Remote Office feature. Call Director supersedes the Simultaneous Ring feature. There is also the Call Director portal, which is a Site level Feature that: Allows users to make calls via the Call Director Portal from any Call Director location and present their business number Move calls from their device/locations to any Call Director location 2014 GCI Network Solutions Ltd Page 37 of 151

38 The Call Director portal allows Users to make outbound calls from any phone using their BROADSOFT service. Once the passcode and destination digits are collected by the Call Director Portal, the call proceeds as if the call originated from the user s desk phone. Call move/handover functionality is provided by a Call Director Call Move feature access code. When dialed from a User s device the active call is moved to that device. This feature access code can also be dialed via the Call Director Portal to move the call to a Call Director Location. Configuration Call Director User Feature The Call Director User Feature allows the user to configure Call Director locations. A Call Director location is a phone number in national format e.g A Call Director location can be enabled or disabled from the Business Portal or by using the Location Control Feature Access Codes. The following attributes are also configurable for each Call Director location: Require Answer confirmation This attribute determines whether the user is prompted for answer confirmation when a call leg is extended to the Call Director location and is answered by the user. In addition to these options, the user can configure Call Director locations to be alerted for Click-to- Dial calls. The Alert all locations for Click-to-Dial call attribute applies to all configured Call Director locations. The Call Director User Feature is available to configure in the Business Portal under: Employees > Feature Settings > Call Director A new Call Director Number / Location can be added by clicking the Add button. Multiple Call Director Numbers can be added and configured separately. All Call Director Numbers are alerted simultaneously, when enabled, for inbound calls. Call Director Numbers can use the Call Director Portal to make calls and use the Call Director Call Move Feature and Feature Access Codes GCI Network Solutions Ltd Page 38 of 151

39 Enter the Call Director Phone Number (Location) in national format and optionally enter a Description for the Number/Location, then optionally select Require Answer Confirmation. Click Save or Save & Add More Details to add this Number/Location to the Call Director Service GCI Network Solutions Ltd Page 39 of 151

40 To add subsequent Call Director Numbers click the Add button and follow the above steps. Once a Call Director Number is added Selective Criteria or Rules can be added to the Number to specify when the Call Director Number should be active and the Number alerted for inbound calls. Call Director Numbers can be modified e.g. Enabled/Disabled, Answer Confirmation Enabled/Disabled as required. Disabled Call Director Numbers are not alerted for inbound calls, Click-to-Dial originations etc. Call Director Numbers can be deleted by selecting the Number and clicking the Delete button. Once a Number has been added to the Call Director User Feature, other Users will be forbidden from using the same number. Operation Call Director Inbound Inbound calls are forked to the user s Call Director locations. The user may have multiple Call Director locations configured. Each Call Director location is configured individually with optional selective criteria that determine whether a Call Director location can be alerted for a given call termination. Each Call Director location can also be enabled or disabled for call terminations in the Business Portal or by using the Location Control Activation or Deactivation (default *12 and *13 respectively) Feature Access Codes. Enabled Call Director locations are alerted in parallel to the user s primary location and the alternate locations configured via the Shared Call Appearance feature. To alert a Call Director location, the platform uses the Call Director phone number configured for the location. If the user answers from a Call Director location that has the Answer Confirmation Required attribute enabled, then the platform connects the Call Director location to an Interactive Voice Response (IVR) session and prompts for confirmation. This capability of requiring answer confirmation is introduced in Release SDAB of the Service Delivery Platform in the context of the Simultaneous Ringing and Sequential Ring services. This capability is extended to Call Director locations through a configuration option of the Call Director user feature. The behaviour of this capability is the same as it is for the other forking services. If the user confirms by dialling a key, then the Call Director location is connected to the calling party; otherwise the Call Director location is released. Note that the Answer Confirmation Required attribute may be configured for more than one Call Director location. In this case, the first Call Director location to confirm on answer always gets connected, while the other locations are released. Call Director Outbound The user originates a call from a Call Director location through a Call Director Portal or using a call client (that is, Click-to-Dial). Click-to-Dial originations are processed in a similar way as call terminations (Call Director Inbound) and are described in the above section. This section describes the behaviour when the user originates calls from the Call Director location by dialling through a Call Director Portal GCI Network Solutions Ltd Page 40 of 151

41 The user dials into the Call Director Portal, which is primarily responsible for collecting the destination digits. Once the User s passcode (same as Voice Mail PIN) have been entered and the destination digits are collected, the Call Director portal resumes the call origination through a redirection mechanism, as described in the sub-section that follows. The call origination is resumed as if the call was originated from the user s desk. The process is as follows: The user calls the Call Director portal from the Call Director location. The Call Director portal handles the incoming call and attempts to identify the user from the calling number The calling number is then used to look up a Call Director location. If the calling number is not available, then the calling party is prompted for the calling number. If the Call Director portal prompts for the calling number, then the entered digits are resolved and a Call Director location is looked up from that number. The Call Director portal validates the scope of the calling number. If the Call Director portal scope is set to enterprise, then the user identified by the calling number must be in the same Customer as the Call Director Portal. If the Call Director portal scope is set to group, then the user identified by the calling number must be in the same Site as the Call Director portal. Once the user is identified from the calling number, then Call Director Portal prompts for a passcode and prompts for a destination address. The user enters the same passcode used for the voice portal (Voice Mail) and the Call Director Portal. The passcode is configurable from the Business Portal or from a Voice Portal menu. If the entered password is invalid, locked, or expired, then the call is released and an appropriate message is played to the caller. If the user enters an invalid calling address or an invalid password, then the user is allowed to retry twice. The Call Director Portal prompts for destination digits. If the user fails to enter the destination digits prior to the digit-collection timeout, then the call origination proceeds with no destination digits, and the caller eventually hears the dial tone timeout treatment. Once the user is identified and the destination digits are collected, the call to the destination party is connected. If the user is already active on a call from a different location and attempts to originate a call from a Call Director location, then the call origination is rejected unless the destination number is for the Call Director Call Move FAC. In the latter case, the Call Director Call Move FAC is handled as described in the section Call Director Call Move and Location Control below. Click-to-Dial Calls Call Director locations are alerted for Click-to-Dial originations if the Alert All Locations for Click-to- Dial Call attribute is set. A call leg is created for each Call Director location similar to an inbound call termination, and Auto-Answer is disabled for the call leg to the primary location. Auto-Answer is a 2014 GCI Network Solutions Ltd Page 41 of 151

42 function that allows a Click-to-Dial origination to proceed from the primary location without ringing the phone. The Call Director location s optional time-based selective criteria are considered for Click-to-Dial originations. In addition, if the Call Director location is disabled, then that Call Director location is not alerted. The Request Answer Confirmation attribute operates in the same way as an inbound call termination to the Call Director location. Call Director Call Move and Location Control Call Director Call Move is performed by dialling the Call Director Call Move Feature Access Code (FAC). The default FAC is *11. The Call Move FAC can be dialled from a User s Primary or Shared Call Appearance device to move the call to the device. The User can also dial the FAC through the Call Director Portal to move the call to a Call Director Location. An example of each scenario is shown below Moving a call from a Call Director Location to a User s Primary or SCA Device User A is on a call with Party B using a Call Director Location and the call was made via the Call Director Portal. User A Call Director Location Party B User A decides to move the call to their desk phone by dialling *11 from their desk phone User A Primary or SCA Device Party B 2014 GCI Network Solutions Ltd Page 42 of 151

43 Moving a call from a User s Primary or SCA Device to a Call Director Location User A is on a call with Party B using their primary or shared call appearance device. User A Primary or SCA Device Party B User A decides to move the call to a Call Director Location by calling their Call Director Portal from their Call Director Location, entering their passcode and dialing *11. User A Call Director Location Party B Location Activation If the user dials the Location Activation FAC via the Call Director Portal, then the Call Director location is activated for inbound call terminations and an activation message is played to the user. From that point, the user may hang up or wait to be disconnected. Location Deactivation If the user dials the Location Deactivation FAC via the Call Director Portal, then the Call Director location is deactivated for inbound call terminations and a deactivation message is played to the user. From that point, the user may hang up or wait to be disconnected. Example Uses Outbound Calling through Call Director Portal The user has a mobile phone configured as a Call Director location. The user dials in to the Call Director portal from the mobile phone. The Call Director portal recognises the calling number and identifies the user. The Call Director portal prompts the user for a passcode and destination digits. The user enters the passcode and the destination digits. The call origination is resumed using the destination digits collected by the Call Director Portal. The called party receives and answers the incoming call. The user is connected to the called party. Inbound Call The user has a mobile phone configured as a Call Director location and receives a call. The user s desk phone and mobile phone start ringing. The user answers from the mobile phone and gets connected to the calling party GCI Network Solutions Ltd Page 43 of 151

44 Inbound Call with Answer Confirmation The user has a mobile phone configured as a Call Director location and the mobile phone is turned off. The user receives a call and the desk phone start ringing. The incoming call is extended to the user s mobile phone and is connected to a treatment provided by the user s mobile phone provider. There is a prompt for confirmation, which never occurs because the call is connected to treatment. The call leg to the mobile phone is released and the incoming call is eventually answered from the user s desk phone. Click-to-Dial Outbound Call The user has a mobile phone configured as a Call Director location and uses a call client (e.g. Toolbar or Mobile Toolbar) to originate a call. The option to alert Call Director locations for Click-to- Dial is enabled so the user s desk phone and the mobile phone both start ringing. The user answers from the mobile phone and the call origination proceeds to the called party. The user hears ring back until the called party answers, at which point the user is connected to the called party. Call Move The user has a mobile phone configured as a Call Director location and is already active on a call from the desk phone. The user dials in to the Call Director Portal from the mobile phone and dials the Call Director Call Move FAC. The user is connected to the remote party on the mobile phone, and the desk phone is released. Location Control The user has a mobile phone configured as a Call Director location and wishes to disable the location temporarily. The user dials in to the Call Director portal from the mobile phone, and dials the Location Control Deactivation FAC. The user hears confirmation that the location is disabled and hangs up. Incoming calls to the user are presented to the user s desk phone, but not the mobile phone. Later, the user wants to re-enable the Call Director location. The user dials in to the Call Director portal from the mobile phone and dials the Location Control Activation FAC. The user hears confirmation that the location is enabled and hangs up. Incoming calls to the user are now presented to the user s desk phone and mobile phone. Feature Interaction This section provides details regarding specific feature/service interactions. Note that when the user originates a call through the Call Director portal, the user s originating services are executed as if the call had been dialled from one of the user s primary or shared call appearance location. SIP Trunking A SIP Trunking Mobility User may have the Call Director feature configured with Call Director locations. In this case, calls to or from a Call Director location do count towards the call capacity of the Trunk Group GCI Network Solutions Ltd Page 44 of 151

45 For a call termination, if the capacity is exceeded or an unreachable condition is triggered (that is, on the primary location) for an incoming call, and the configured action is forward, then the Platform immediately stops alerting the Call Director locations and forwards the call. Shared Call Appearance If the user attempts to originate a call from a primary or shared call appearance location while already active on a call from/to a Call Director location, then the call origination is rejected. The user s primary and shared call appearance locations are alerted in parallel to the user s Call Director locations. When a user answers the incoming call from any location, then the other locations are simply released. Other Feature Interactions The following table lists the service interactions between the Call Director User feature and other user features. (Note that if a service is not listed, it means that there are no specific interactions between Call Director and that feature.) Feature Interaction Description Call Centre Call Forwarding Always Call Forwarding Busy Call Forwarding No Answer Call Forwarding Not Reachable Call Forwarding Selective Directed Call Pickup with Barge-in Hunt Group The Call Director feature will send calls from a Call Centre to the Agent s Call Director Number(s)/Location(s) Call Forwarding Always takes precedence over Call Director. When Call Forwarding Always is active, none of the user s Call Director locations are alerted. Call Forwarding Busy takes precedence over Call Director. When Call Forwarding Busy is active, none of the user s Call Director locations are alerted. Call Forwarding No Answer takes precedence over Call Director if the number of rings for is set to 0 for the feature. Otherwise, the first feature to answer gets the call. Call Director takes precedence over Call Forwarding Not Reachable. Call Forwarding Not Reachable is applied to a call only if all Call Director locations are unreachable. Call Forwarding Selective takes precedence over Call Director. In other words, if the call meets the selective criteria configured for Call Forwarding Selective, the call is forwarded and Call Director locations are not alerted. A DPUBI user can barge in on a call involving a device hosted via Call Director (a Call Director location) if the Call Director user is in the same group as the DPBUI user. The Call Director feature will send calls from a Hunt Group to the Agent s Call Director Number(s)/Location(s) 2014 GCI Network Solutions Ltd Page 45 of 151

46 Remote Office Sequential Ringing Simultaneous Ringing Remote Office has precedence over Call Director. When Remote Office is active, none of the user s Call Director locations are alerted. If the Sequential Ringing service is enabled and configured with a number that matches an enabled Call Director location, Sequential Ringing takes precedence over Call Director. The typical scenario involves ringing the base location first (and all the other Call Director locations at the same time). As soon as Sequential Ringing is alerting the next location, all the Call Director functionality is turned off. If the Simultaneous Ringing service is enabled and configured with a number that matches an enabled Call Director location, Simultaneous Ringing takes precedence over Call Director. As a result, Call Director functionality does not apply to calls to and from that number, since they are treated as Simultaneous Ringing calls and not Call Director calls. It is recommended to not use or to un-assign Simultaneous Ringing from the user who has Call Director. (Simultaneous Ringing is not required since Call Director provides this functionality.) Call Forward Always Description Call Forwarding Always (CFA) feature provides the capability to automatically redirect all incoming calls intended for a User, to another phone destination. Function If you enable the Call Forwarding Always option, all incoming calls will be redirected to the phone number you specify, regardless of the settings you have for Busy and No Answer. When the feature is active an optional ring reminder can be applied to the User s device each time a call is forwarded. Broadsoft supports multi-path forwarding for all types of call forwarding. There are no restrictions on the number of simultaneous forwarded calls. The Outgoing Calling Plan service allows a Group or Company Administrator to impose restrictions at a Site level that are specific to calls forwarded from a User. This may help to minimise a fraud exposure that may result from uncontrolled forwarding of calls. Limiting Conditions It is possible for the Call Forwarding Always (CFA) feature to create a loop GCI Network Solutions Ltd Page 46 of 151

47 For example, consider the case that arises when User A has the CFA service activated and configured to forward all calls to User B, and User B forwards all calls to User A. In this case, if the two Users are in the same Site, the system detects the loop and overrides the CFA service, resulting in User B establishing a normal call connection to User A. If the two Users are not in the same Site, the system redirects the call to User A, terminating with a re-order tone, (or being accepted by Subscriber A s voice mail). Call Forwarding Always to Voic does not override Call Forwarding Always. Configuration A User can set Call Forwarding Always through their Features on the Business Portal or through the Business Assistant Enterprise Toolbar. The optional Ring Reminder when a call is forwarded can be set through both of these options. This feature can also be set through the Voice Portal, CommPilot Menu, if the User has access. Feature Access Codes can also be used to activate and deactivate this feature. To configure Call Forwarding Always through the Business Portal, navigate to: - Employees (select employee) > Features > Call Forwarding Select the Always forward calls box to turn on the Call Forwarding Always feature Select the Play ring reminder when a call is forwarded box if you want to be alerted when a call is forwarded. Enter a valid phone number or SIP URI that you wish to forward all calls to in the forward to number/sip URI box. If the number or SIP URI you enter is not valid the caller will receive number unattainable tone or a network announcement. Click Save OR To activate or deactivate the Call Forwarding Always feature through the Toolbar, click on the Call Forwarding Always icon GCI Network Solutions Ltd Page 47 of 151

48 If a Call Forwarding Always destination has been previously configured by the User, all calls will be automatically forwarded to that destination. If no destination has been previously configured, the Call Forwarding Always configuration box will appear. Select the On radio button Enter a valid phone number or SIP URI in the Call Forward to box. Select the Play Ring Reminder when a call is forwarded box if required. Click Apply Call Forward Busy Description This feature enables a User to redirect incoming calls to another phone destination when the User is busy. Function Call Forwarding Busy feature forwards calls to a specified phone destination when the User is busy. A User is considered busy when there are too many active calls or a feature makes the User appear busy to the caller. Features that will make a User appear busy to a caller include, but are not limited to, Do Not Disturb or Selective Call Rejection GCI Network Solutions Ltd Page 48 of 151

49 Configuration A User can set Call Forwarding Busy through their Features on the Business Portal or through the Business Assistant Enterprise Toolbar. This service can also be set through the Voice Portal, CommPilot Menu, if the User has access. Feature Access Codes can also be used to activate and deactivate this service. To configure Call Forwarding Busy through the Business Portal, navigate to: - Employees (select employee) > Features > Call Forwarding Select the Forward calls when line is busy box to turn on the Call Forwarding Busy feature Enter a valid phone number or SIP URI that you wish to forward all calls to when the line is busy in the forward to number/sip URI box. If the number or SIP URI you enter is not valid the caller will receive number unattainable tone or a network announcement. Click Save OR To activate or deactivate the Call Forwarding Busy feature through the Business Assistant Toolbar, click on the Call Forwarding Busy icon. If a Call Forwarding Busy destination has been previously configured by the User, all calls when the line is busy will be automatically forwarded to that destination. If no destination has been previously configured, the Call Forwarding Busy configuration box will appear GCI Network Solutions Ltd Page 49 of 151

50 Select the On radio button Enter a valid phone number or SIP URI in the Call Forward to box. Click Apply Call Forward No Answer Description This feature enables a User to redirect incoming calls to another phone destination when the User does not answer within a specified number of rings. Function Call Forwarding No-Answer forwards calls to a specified forwarding phone number when a User does not answer an incoming call for a specified number of rings. Configuration A User can set Call Forwarding No Answer through their Features on the Business Portal or through the Business Assistant Enterprise Toolbar. The specified number of rings for the User before Call Forwarding No Answer forwards the call to the specified destination can be set though the Business Portal and Business Assistant Enterprise - Toolbar. This feature can also be set through the Voice Portal, CommPilot Menu, if the User has access. Feature Access Codes can also be used to activate and deactivate this feature GCI Network Solutions Ltd Page 50 of 151

51 To configure Call Forwarding No Answer through the Business Portal, navigate to:- Employees (select employee) > Features > Call Forwarding Select the Forward calls when there is no answer box to turn on the Call Forwarding No Answer feature Enter a valid phone number or SIP URI that you wish to forward all calls to when the line is not answered in the Forward to number/sip URI box. If the number or SIP URI you enter is not valid the caller will receive number unattainable tone or a network announcement. Select the number of rings required before the call is forwarded from the dropdown box. The default value is 3 rings. Click Save OR To activate or deactivate the Call Forwarding No Answer feature through the Business Assistant Toolbar, click on the Call Forwarding No Answer icon. If a Call Forwarding No Answer destination has been previously configured by the User, all calls when the line is not answered will be automatically forwarded to that destination. If no destination has been previously configured, the Call Forwarding No Answer configuration box will appear GCI Network Solutions Ltd Page 51 of 151

52 Select the On radio button Enter a valid phone number or SIP URI in the Call Forward to box. Select the radio button for the number of rings required before the call is forwarded Click Apply Call Forward Not Reachable Description This feature enables a User to redirect incoming calls to another phone destination when the Uses device fails to respond to an incoming call request or is not registered with the service. Function Call Forward Not Reachable forwards calls to a specified forwarding phone number when all the Uses device fails to respond to an incoming call request. Configuration A User can set Call Forward Not Reachable through their Features on the Business To configure Call Forward Not Reachable through the Business Portal, navigate to:- Employees (select employee) > Features > Call Forwarding Select the Forward calls when there is no answer box to turn on the Call Forwarding Not Reachable feature 2014 GCI Network Solutions Ltd Page 52 of 151

53 Enter a valid phone number or SIP URI that you wish to forward all calls to when the line is not answered in the Forward to number/sip URI box. If the number or SIP URI you enter is not valid the caller will receive number unattainable tone or a network announcement. Click Save Call Forward Selective Description This feature enables a User to define criteria that causes certain incoming calls to be redirected to User-specified destinations. Call Forwarding Selective provides the capability to forward calls intended for a User to another destination, when the incoming call matches pre-specified criteria. Normal call handling is applied to all calls that do not match any of the criteria you define. For example, if you want to make sure that you always receive calls from important clients, you can set up a rule that automatically forwards their calls to your mobile phone after work hours and on weekends. Function You use the Call Forwarding Selective feature to define rules for forwarding incoming calls. Each rule can include pre-specified criteria relating to: Selected Time Schedule that includes a time range and/or date range Whether the calling line ID is PRIVATE or UNAVAILABLE A list of up to 12 phone numbers or digit patterns (for example, 514*). Phone numbers are matched against the sending number received in the INVITE. This service may require the user to provide complete 10- digit numbers to match those included in the INVITE GCI Network Solutions Ltd Page 53 of 151

54 If you do not specify individual phone numbers or digit patterns, the rule applies to all telephone numbers. The criteria can be combined within base rules (for example, incoming call from this number and within business hours). Multiple base rules can be defined and the call is forwarded when at least one of the base rules is met. The User can associate a different destination with each base rule, or use the same destination for all base rules. You can create, edit, enable, or disable call forwarding rules as required. Incoming calls are forwarded whenever they match the criteria defined in any currently enabled rule. Configuration Individual Time Schedules may need to be created by the User and this can be done in the Business Portal on their Features page, if the User has access to the Feature. The Call Forwarding Selective criteria and base rules can be set through the Business Portal by the User on their Features page. In the Business Portal: Navigate to:- Employees (select employee) > Features > Call Forwarding Selective Enter a valid phone number in the Default Forward To Number/SIP URI box This is the phone number or SIP URI to which you want calls to be forwarded by default when they match the criteria you define in your Call Forwarding Selective rules. When you define a rule, you can choose to use this default number or to specify a number that applies only to that rule. Select the "Play a short ring when a call is forwarded" check box if you want your telephone to play a brief tone (or ring splash) each time an incoming call is forwarded by the Call Forwarding Selective feature. Click Save 2014 GCI Network Solutions Ltd Page 54 of 151

55 Click Add Enter a short description of no more than 50 characters in to the Rule Description box. Specify where you want calls to be forwarded if they match the criteria you define for the rule. Select the "Use Default Forward to Number/SIP URI" option to set the forwarding destination as the one set as the default. If you want calls to be forwarded to a different destination number, select the "Use this phone number/sip URI instead" option and type the number in the field provided GCI Network Solutions Ltd Page 55 of 151

56 Use the Time Schedule list to specify when the rule should be applied from the ones available in the dropdown box. The default Time Schedule is "Every Day All Day". If your Group or Company Administrator has defined other Time Schedules for the Site, you will see them in this list. Click Save and Add more Details The Call Forwarding Selective page refreshes and displays the Phone Numbers section. Select the radio button to configure Call Forwarding Selective to forward calls from:- All phone numbers Only these phone numbers 2014 GCI Network Solutions Ltd Page 56 of 151

57 If you select the "Only these phone numbers" option as part of your Call Forwarding Selective rule, only specific phone numbers will be forwarded. If the incoming call does not match any of the criteria, normal call handling applies. In addition to the Time Schedule you have already selected, the possible criteria include: Private Numbers: If you select this check box, the criteria includes phone numbers whose calling line ID is PRIVATE. Any phone number with a PRIVATE calling line ID is forwarded. Unknown Numbers: If you select this check box, the criteria includes phone numbers whose calling line ID is UNAVAILABLE. Any phone number with an UNAVAILABLE calling line ID is forwarded. Specific Numbers: You can enter up to 12 individual phone numbers or digit patterns (for example, 514*) for each rule. Any phone number that you enter into the list is forwarded. To add a specific number and/or digit string to the rule enter it into the Add Phone Number box and click Save You can specify telephone numbers that match a specific pattern or that contain a specific digit string. Use the asterisk (*) and question mark (?) characters as wildcards. Use an asterisk (*) to replace digits at the end of any digit string. If you want to forward all calls that begin with the digit string 514, you can enter 514* in the Add Phone Number field. Use a question mark (?) to replace any single digit at any place in a phone number digit string. If you want to forward calls from the phone number in several area codes, you can enter??? in the Add Phone Number field GCI Network Solutions Ltd Page 57 of 151

58 The numbers and/or digit strings will be displayed in the Phone Number list. Click Save to Save the Rule. To enable a Rule, toggle the switch next to the relevant Rule description to the On position. Finally, turn on the feature by ticking the Turn On Call Forwarding Selective checkbox. Click save 2014 GCI Network Solutions Ltd Page 58 of 151

59 Call Hold (inc. Flash) Description Flash Call Hold allows you to dial a feature access code to hold and retrieve calls on an analogue device. Function To hold the call, flash the phone (click the flash button or click the hang-up button once) then dial the Flash Call Hold feature access code. You can then make another call while the first call is held. Subsequent flashes followed by the Flash Call Hold feature access code cause the active and held calls to toggle. That is the active call becomes held and the held call active Please Refer to the Site Administrators Guide for the Flash Call Hold Feature Access Code. Configuration No Configuration is required for this service. Operation To hold a call at a phone with no call control functionality: Flash the phone. (that is, click the flash button or click the hang-up button once). Dial the Flash Call Hold Feature Activation Code. Make the second call. To toggle between calls, flash the phone and dial the Flash Call Hold Feature Activation Code. Call Notify Description This service enables a User to define criteria and specify rules that cause certain incoming calls to trigger an notification to a User-specified address. Function If an incoming call meets the criteria set by one or more of these rules, an that specifies details relating to the incoming call are sent to a specific address. This feature only applies to incoming calls. The criteria include: Selected time schedule, for example, Every Day All Day Whether the calling line ID is PRIVATE or UNAVAILABLE A list of up to 12 phone numbers or digit patterns (for example, 514*) 2014 GCI Network Solutions Ltd Page 59 of 151

60 The criteria can be combined within base rules (for example, incoming call from this number AND within business hours AND during work week). An unlimited number of base rules can be defined, but each rule can apply to a maximum of 12 telephone numbers. An notification is sent when at least one of the base rules is met. Configuration The Call Notify criteria and base rules can be configured through the Business Portal by the User on their Features page. Individual Time Schedules may need to be created by the User and this can be done in the Business Portal on their Features page, if the User has access to the Feature. Refer to the Time Schedule feature for instructions on how to configure the Time Schedule. In the Business Portal: Navigate to:- Employees (select Employee) > Features > Call Notify Enter the required address in the Send to this box Click Save and navigate back to the Call Notify feature. Click Add 2014 GCI Network Solutions Ltd Page 60 of 151

61 Enter a name for the rule in the Description box Select the required Time Schedule from those available in the dropdown box Click Save and Add More Details Select the radio button to configure Call Notify to forward notification from:- All phone numbers Only these phone numbers 2014 GCI Network Solutions Ltd Page 61 of 151

62 If you select the "Only these phone numbers" option as part of your Call Notify rule, only specific phone numbers will forward notification. If the incoming call does not match any of the criteria, normal call handling applies. In addition to the Time Schedule you have already selected, the possible criteria include: Private Numbers: If you select this check box, the criteria includes phone numbers whose calling line ID is PRIVATE. Any phone number with a PRIVATE calling line ID is forwarded. Unknown Numbers: If you select this check box, the criteria includes phone numbers whose calling line ID is UNAVAILABLE. Any phone number with an UNAVAILABLE calling line ID is forwarded. Specific Numbers: You can enter up to 12 individual phone numbers or digit patterns (for example, 514*) for each rule. Any phone number that you enter into the list is forwarded. To add a specific number and/or digit string to the rule enter it into the Add Phone Number box and click GCI Network Solutions Ltd Page 62 of 151

63 You can specify telephone numbers that match a specific pattern or that contain a specific digit string. Use the asterisk (*) and question mark (?) characters as wildcards. Use an asterisk (*) to replace digits at the end of any digit string. If you want to forward all calls that begin with the digit string 514, you can enter 514* in the Add Phone Number field. Use a question mark (?) to replace any single digit at any place in a phone number digit string. If you want to forward calls from the phone number in several area codes, you can enter??? in the Add Phone Number field. The numbers and/or digit strings will be displayed in the Phone Number list. Click Save to save and complete the Rule. To enable a Rule, toggle the switch next to the relevant Rule description to the On position. Click Save 2014 GCI Network Solutions Ltd Page 63 of 151

64 Call Park Description The Call Park feature allows a User to suspend, or park, a call for an extended period of time. During this time, the User can freely make and receive other calls and invoke other features without limitation. When ready, the User can retrieve the parked call from any extension. Call Park is a site level feature Please refer to the Site Features Administrator Guide for a full description Operation The feature is controlled by use of site level Feature Access Codes By default these codes are as follows *68 Call Park Allows Users to park a call. Users can park calls only on devices that belong to Users that have this feature is their assigned Feature Pack. *88 Call Park Retrieve Allows Users to retrieve a call that was previously parked. Call Pick Up Group Description The Call Pickup Group feature allows users to answer any ringing call within their Call-Pickup Group. A Call-Pickup Group is set up by the Group or Company Administrator and is defined as a subset of the Users in the Site that can pick up each other s calls. Each Site can have multiple Call-Pickup Groups but any User can only be a member of a single Call Pick-Up Group. Call Pick Up Group is a site level feature Please refer to the Site Features Administrator Guide for a full description Operation The feature is controlled by use of site level Feature Access Codes By default the code is as follows *98 Call Pickup Allows Users that are a member of a Call Pickup Group to pick up calls ringing for other Users belonging to the same Call Pickup Group GCI Network Solutions Ltd Page 64 of 151

65 Call Recording Description BROADSOFT makes Call Recording easy and feature rich, providing the ability to record calls in real-time, control storage of recordings and use powerful tools to get the most out of communications. Whether Call Recording is required for high volume call handlers that have an obligation to record calls, companies that want to monitor and improve call handling and campaigns or light users that wish to record calls on an ad hoc basis, BROADSOFT Call Recording provides the technology and packaging Full PCI compliance Up to 180 day encrypted storage Start Stop Recording when receiving credit card details Function BROADSOFT Call Recording is a Hosted Application that seamlessly integrates with BROADSOFT Hosted IP Voice and SIP Trunking. BROADSOFT Call Recording provides a wealth of features, 30 day storage (100MB fair usage policy) as standard with the option to upgrade to enhanced PCI Compliant storage for recordings up to 180 days. After Call Recording has been easily provisioned, Administrators and End Users can access an intuitive and powerful Portal that provides real-time access to recordings, monitoring, reports and alerts. These recordings can be securely downloaded via the portal or via the archive tool GCI Network Solutions Ltd Page 65 of 151

66 Dashboard - Summarised recorded calls are displayed on the landing page dashboard. This offers the user a useful overview of all their recorded call traffic as well as important system statistics such as Calls By Category, Frequent Callers, Call By Location, Agent Summary, Storage Stats etc. Real Time Monitoring - Users have the ability to monitor and listen in on calls in progress. This feature is particularly useful for training, order verification, client time-logging or when unusual usage has been detected. Recorded Calls - Recorded calls are dynamically displayed with features and options available such as embedded Recording Playback standard media players such as Windows Media Player or Quicktime, Download and Export features, Recordings and CRM Integration. Download Calls - Users have the ability to download batches or multiple recorded calls as a zipped file from the Recorded Calls and Recycle Bin tabs. This is useful in instances where you need to send a batch of recorded calls to another person or want to save them for future reference. Archive Tool - The Archive Tool allows users to archive call recordings to ISO images. These image files can be burned to CD/DVD at the convenience of the user. Annotation - The user has the ability to playback calls and place markers in the call with text comments as well as to upload documents associated with a particular recorded call. When reviewing a call, IP call recording allows you to go straight to the comments that you need to review. CRM Integration - CRM allows you to connect with a CRM application such as Sugar and Salesforce.com to upload recorded call files to specific contacts in the CRM application. Comments - The user has the ability to place text comments on specific calls. This is useful in situations where a reference number, case number or name must be associated with recorded calls. Categories - Categories allow the user to create their own user-defined categories and associate them with recorded calls. For example calls can be categorised into Sales, Marketing and Support etc. Critical for associating marketing campaigns and in contact center situations GCI Network Solutions Ltd Page 66 of 151

67 Selective Call Recording Administrators and users are able to determine which calls they want to record by setting recording preferences for each Number. For example: Record only those calls concerning particular telephone or account numbers Record only during certain times of the day and/or on particular days of the week Specify and record only a percentage of inbound and outbound calls On Demand Call Recording On Demand Call Recording allows Users to configure a DTMF sequence to only record calls when a DTMF sequence is dialed during a call. This powerful feature allows users to decide to record at any time during the call and the whole call is recorded. Storage Options BROADSOFT Call Recording is available to all Hosted IP Voice and SIP Trunking Users. There are two Storage options available 30 Day (Storage included in the price) 180 Day for PCI/FSA compliance (Storage chargeable on a pay as you grow model) What Calls are recorded? Call Recording can be assigned to any Hosted IP Centrex or SIP Trunking Users. For calls to be recorded the User must have a DDI Telephone Number assigned to them. Call Recording cannot be assigned to Group Features such as Hunt Groups or Auto Attendants. IP Centrex or SIP Trunking Users that have a DDI and Call Recording assigned can record all calls extension to extension, PSTN to DDI, DDI to PSTN etc, use On Demand Call Recording, or specify criteria for Selective Recording. PCI Compliance The call recorder provides PCI DSS compliance. PCI DSS requirement 3.2 stipulates that card validation codes and values must not be stored other than for transaction authorisation. The call recorder therefore provides the facility to pause and restart recordings using DTMF codes entered by the agent during the call. When credit card data is about to be given the agent keys a code into their handset. The recording pauses. When the credit card details have been completed the agent reenters the code to restart recording GCI Network Solutions Ltd Page 67 of 151

68 Storage also meets PCI DSS and other regulatory standards. All recorded calls are encrypted and marked with a digital fingerprint. The encryption algorithm used is AES-256 (Rijndael). Encryption is applied at call termination prior to writing the call to online storage. The digital fingerprint uses a MD5 signature applied prior to encryption. The signature is used to verify the integrity of a call presented for playback. Tampering can therefore be identified and the use of MD5 is considered appropriate for allowing recordings to be used as legally admissible evidence. Administration For security reasons a single end customer contact is provisioned in the system as a Customer Call Recording Administrator on service establishment. This administrator will be contacted by whenever any configuration changes are made to the system. If a customer requires additional administrators or wishes to allow some of the users to access their own calls the Customer Call Recording Administrator has administration rights to set this up. Likewise it is the Customers CR Administrator can give access to the customer s Administrator if they wish the Administrator to administer the call recording for them. Administrators are not given access by Broadsoft to the Call recording system. It is the Customers Administrators that manage the call within the Call recording Platform on a day to day basis, including set up alerts, generating reports, and archiving calls. Configuration Outside the setting up of additional administrators and their administration rights no other configuration is possible by the customer or Administrator. Changes to the numbers being recorded or to the Customer Call Recording Administrator can only be done by the Broadsoft Call Recording Provisioning Team. There are procedures in place to handle any change requests. Call Return Description This feature enables a User to call the last party that called, whether or not the call was answered. To call back the last party that called, the User dials a recall Feature Access Code. The system stores the number of the last party that called and attempts to connect the User to that party. Function Call Return allows the User to call the last party that called by dialing the required Feature Access Code on the User s device. Call Return can be used for calling back answered and unanswered calls, as long as the calling number is available to Broadsoft. If the calling number is available, the last calling party is called as if the User dialled this number manually. If the calling number is not available, the User is played an error announcement. A call originated with Call Return is subject to all User features and restrictions GCI Network Solutions Ltd Page 68 of 151

69 Limiting Conditions Note however, that when a User tries to use Call Return on a call with the incoming caller ID blocked, the User is played an error announcement. If the calling number is not available to Broadsoft, the User will be played an error announcement. Configuration Configuration is not required at the User level. Please refer to the related documentation, Star Code Feature Guide, for details on how to use this feature. The default Call Return Feature Access Code is *69 Call Transfer (consultative & 3-way Conference) Description This feature enables a User to consult with an add-on party before either transferring the caller to the add-on party or initiating a 3-way conference call with the original caller and the add-on party. Function The process to initiate Consultative Call Transfer or a Three-Way Conference Call will depend on the telephone being used. The keys/options that may be available may include, Park, Hold, Conference, Transfer etc. Once the call is on hold the User dials the add-on party. When the call is answered, the User presses the required key, (the actual key will depend on the telephone being used), and all three parties are connected to the conversation. To transfer, the User presses the required key, and then the call is transferred from the original caller to the add-on party. Configuration Configuration is not required at the User level. Call Waiting Description This feature enables a User to answer another incoming call while already engaged in an active call. Function When an incoming call is received while a User is already engaged on an active call, the User is informed of the new call by a Call Waiting tone. To answer the waiting call, the User places the first caller on hold, (how this is done will depend on the device being used), and answers the new 2014 GCI Network Solutions Ltd Page 69 of 151

70 incoming call and will be connected to the new caller. The User can toggle between the two parties How the User switches between the active call and the call on hold will depend on the device being used. If the User hangs up on the active call the call on hold or waiting will ring the User. When the User answers this call, the User is reconnected to the held or waiting caller. Configuration Call waiting can be Activated and Deactivated through the Business Portal on the User s Features Page or The Services Tab on the Business Assistant Enterprise Toolbar. Feature Access Codes may also be used. Refer to the related documentation, Star Code Feature Guide for instructions. To Activate Call Waiting through the Business Portal Navigate to:- Employees (select Employee) > Features Toggle the Call Waiting switch to the On position Toggle the Call Waiting switch to the Off position and when the user is on a call any incoming calls will receive the users busy treatment. Caller will hear Busy Tone Caller will follow Call Forward Busy if configured Caller will be forwarded to the users Voic box (if configured) OR To Activate Call Waiting through the Business Assistant Enterprise Toolbar, click on Services. Select Call Waiting from the Menu on the left GCI Network Solutions Ltd Page 70 of 151

71 Select the On radio button on the right. Click Apply Cancel Call Waiting Per Call To cancel Call Waiting per Call, the User dials the required Feature Access Code. The system plays a confirmation announcement then secondary dial tone. The User then dials the destination number. For the duration of the call, the User is not presented with any waiting calls. Call Waiting is automatically re-activated when the call ends. The User can also cancel Call Waiting for active calls in progress. The User can flash the switch hook or park/hold the call, depending on the device, while a call is in progress. Once the caller is on hold the User dials the required Feature Access Code. The system then responds with a confirmation announcement, followed by a dial tone. The User can then resume the call from the held state, and no other waiting calls are presented for the duration of that active call. Please refer to the Feature Access Code table in the Site Features Guide. Calling Line ID Blocking Description This feature enables a User to block delivery of his/her identity on all outgoing calls to a called party outside of the Site. There are 2 types of blocking, Persistently block or block on a per call basis. Function Calling Line ID Blocking is used to block or allow the delivery of a User s identity (both name and number), on an outgoing call to the called party GCI Network Solutions Ltd Page 71 of 151

72 When active, calls made by the User to parties outside of the Company have the presentation of their identity, both name and number blocked. The blocking is achieved by setting the presentation indicator associated with the calling party number to private, which prevents the User s identity from being revealed to the called party s device. The use of Calling Line Identity Blocking Persistent will block the User s Calling Line Identity for all outgoing calls outside of the Site. Limiting Conditions A User s calling Line Identity cannot be blocked for calls to other User s within the Site. When the Calling Line Identity is blocked, calls may be refused by the other party if they have features similar to Anonymous Caller Rejection activated. Configuration Calling Line ID Blocking Persistent can be activated or deactivated via the toggle switch on the User s Features page of the Business Portal or the Services Tab on the Business Assistant Enterprise (Toolbar). To Activate Calling Line ID Blocking Persistent through the Business Portal Navigate to:- Employees (select Employee) > Features Toggle the Calling Line ID Blocking switch to the On position OR To activate Calling Line ID Blocking Persistent from the Business assistant Enterprise Toolbar, click Services. Select Calling Line ID Delivery Blocking from the menu on the left GCI Network Solutions Ltd Page 72 of 151

73 Select the On radio button on the right Click Apply Calling Line ID Blocking Per Call This feature overrides the persistent presentation of the active Calling Line ID (CLID) so Users can block the delivery of their identities for the next outgoing call only. At the end of the call, the presentation of the User s identity is restored to its persistent active status. The Users can block the delivery of their identities for the next call by dialing the Feature Access Code from their devices before making the call. This results in a confirmation tone followed by a dial tone. The Users can then make the outgoing call as usual and their identities are blocked.. Please refer to the Feature Access Code table in the Site Features Guide. Calling Line ID Delivery - External Description Allows the user to view the incoming Caller ID information for a call coming from outside the customer s organisation. Function To control whether the user is presented with the Calling Line Information, Number and Name, where available, for incoming calls that have originated outside the customers organisation. Configuration In the Business Portal: Navigate to Employees > Features > Call Control 2014 GCI Network Solutions Ltd Page 73 of 151

74 Scroll down to External Calling Line ID Delivery Move the Slider Switch to toggle the setting On or Off. Calling Line ID Delivery Internal Description Allows the User to view the incoming Caller ID information for a call coming from inside the customer s organisation. Function To control whether the user is presented with the Calling Line Information, Number and Name, where available, for incoming calls that have originated inside the customers organisation. Configuration In the Business Portal: Navigate to Employees > Features > Call Control 2014 GCI Network Solutions Ltd Page 74 of 151

75 Scroll down to Internal Calling Line ID Delivery Move the Slider Switch to toggle the setting On or Off. Client Call Control Description Not A service. Client Call Control is a license term for Business assistant (Toolbar) Comm Pilot Express Description CommPilot Express Is a Feature of the Toolbar, Broadworks Assisstant, Function CommPilot Express allows you to pre-configure four profiles to Control you inbound calls 2014 GCI Network Solutions Ltd Page 75 of 151

76 Available-In Office Available-Out of Office Busy Unavailable If you use CommPilot Express, it takes precedence over some of you other service settings associated with processing incoming calls. Configuration All Configuration of the four profiles is achieved via the Services option on the Toolbar To Edit a Profile select CommPilot Express in the left hand window Select the Profile you wish to use in the Current Profile Dropdown on the right GCI Network Solutions Ltd Page 76 of 151

77 Select the same profile in the left hand window and edit the profile with the desired settings Click Apply to save the changes and set this profile as the Current profile Click OK to save the changes, set this profile as the Current profile and Close the window 2014 GCI Network Solutions Ltd Page 77 of 151

78 If you just wish to switch profile without Editing you can do this by changing the Current Profile setting and Clicking Apply or OK Note you can also change which Profile is active via the Voice Portal using the Voice Messaging menu commands. CRM Connect Description CRM Connect is a chargeable optional Add-On Application for Windows Desktop that integrates leading CRM Applications into BROADSOFT Communications Services. CRM Connect works in conjunction with a User s phone and CRM software to provide a productivity enhancing integrated service. Please refer to the CRM Connect Administrator s Guide for more detailed information on The Following: CRM packages are supported Hardware and Software requirements. Network and Firewall requirements Downloading and Installing the Application GCI Network Solutions Ltd Page 78 of 151

79 Configuration and Login Once the installation has finished, CRM Connect presents you with the Telephony configuration screen where you need to provide your CRM Connect user account information. Enter the username and password into the appropriate text boxes. This will be provided By the System Administrator Select your local area code from the Area code dropdown box. Select the most appropriate option based on your method of use. Click the Save button to store your settings and close the window If you disabled anti-virus/security software before starting the installation, enable it again now. Now that CRM Connect has been installed and you have logged in, it s time to integrate with your chosen CRM. See the CRM Connect Integration Guide for your CRM application or contact your Systems Administrator for assistance in how to integrate with your chosen CRM Software. Using CRM Connect Where Is It? CRM Connect is designed to be discrete. Always running and providing useful information as you need it, yet at the same time not annoying and interfering when you re trying to work. So, most of the time, CRM Connect sits silently in your tray menu, waiting for you to click on it or waiting for calls to be made or received GCI Network Solutions Ltd Page 79 of 151

80 Note: In Windows 7, some tray icons become hidden and expressly have to be shown. These settings are stored in the Notification Area Icons part of the Windows Control Panel. If you right-click on the CRM Connect icon, which is a green circle (or red if you re on a call) and the tray menu should appear. Tray Menu Quick dial box: Type a number here and press Enter to make an immediate phone call Recent menu: Quickly see recently dialled numbers, and click to redial them Configuration: Contains options to change your user experience, and configure CRM packages to integrate with Exit: Use this to unload the software Phone Window The most obvious place to start is the Phone window (pictured below). Click on that option in the tray menu, or in future you can simply double click on the tray icon and the window will be shown. Let s have a look at the main parts of the Phone window: Contact information: The name and telephone number of the remote person. Actions: Use these buttons to interact with the current call and contact. Call information: Other information about the current call GCI Network Solutions Ltd Page 80 of 151

81 At the start, you re likely to use the Phone window if you want to control calls or show contacts. After you ve used the software for a while, though, you ll probably prefer to use the Preview window it can be more convenient and less intrusive. Preview Window Make a call in to your extension again and the Preview window should appear. It contains much of the information from the main Phone window, but in a much more compact format. Plus it will disappear shortly after a call connects.let s review the main parts of the window: Close button: Use this to make the Preview window disappear more immediately. Contact information: The telephone number and name of the other party. Call control actions: Use these to interact with the call. Using some of these will display the main Phone window. Like the Phone window, the actions at the bottom of the preview window adapt to the state of the call. The example picture shows the actions that are available when a connected call is in progress. To conserve space, the text is only shown for the first two actions. The rest are depicted by their icons only. Making Calls and Call Control Making Calls When you make calls, where do you get the numbers from? Let s look at some possibilities: From a piece of paper If this is the case then you should think about storing the person s name in your CRM System and then next time, you can find them more easily and dial the number using CRM Connect. Alternatively, you could right click on the CRM Connect tray icon and then enter the number in the text box at the top. You can even use the backspace key if you type it wrong. Or, if you happen to have the Phone window open, then just start typing a number on your keyboard. CRM Connect will understand that you want to make a call and switch to the Make call screen. Press the Enter key when you ve finished typing to make the call GCI Network Solutions Ltd Page 81 of 151

82 Someone you spoke to recently If you spoke to them using the phone that CRM Connect is connected to then the call should be in your call history. At the main menu, press the call history button and you will get a list of your calls in reverse date order. If you see the caller in this list, then click on their telephone number to make a call to them directly from this screen. Alternatively, if the person was one of the last ten people that you spoke to, then they will be in your Recent list. You can get to the Recent list from either the CRM Connect tray icon or from the Make call screen. Note: these Recent numbers are stored on your PC not on the server. From a web page You can configure CRM Connect to search your web pages (Internet Explorer only) for telephone numbers to dial. It won t find all of them, unfortunately, but it is good at phone directory searches because it is optimized to understand this kind of page. To turn this functionality on, you need to go to the Configuration main menu option and then go into Dialing settings. Here you can turn on Web Page Dialing. When on this will allow you to click-to-dial recognised telephone numbers directly from Internet Explorer. From another application Clipboard dialling can be turned on in the Configuration >> General >> Dialling settings page. When on, CRM Connect will keep an eye on the clipboard and if you copy something to it that looks like a telephone number then a bubble will appear from the tray icon that asks you if you want to call the number. When using this method of dialing, you may want to help CRM Connect know what is a valid number by entering a minimum and maximum length and possibly a prefix that numbers must start with. This can be done in the Dialing settings page GCI Network Solutions Ltd Page 82 of 151

83 Call Control Let s take a moment to review the items on the Call screen in the Phone window: Contact information: The name and telephone number of the remote person. Page left/right: Use these to switch between calls when you have more than one call in progress. Call actions: Use these buttons to interact with the current call. Call Information: Other information about the current call. As you can see, the Phone window allows you to interact with the current call in a number of ways. One of the most common ways is to click on the New contact or Edit contact button to apply a name to the person you are speaking to. This is covered in a later section, Address books. It is also common to use this screen to perform a transfer of the current call to another extension or user. To do this you must be Connected to the call (as opposed to it being on Hold or Ringing). When you are connected then the Actions list looks like this example. To transfer a call you do NOT press the Hold button. The Hold button has a different purpose (more about his later). Instead you either press the Consult or Transfer button. You choose the button according to whether you want to speak to the other person (Consult) or not (Transfer). You are then presented with a screen like the Make call screen, but with the word Consult or Transfer at the top. Your call is not on hold at this stage yet, but when you are ready, type the number to transfer to (or choose one of the dialing options) and if you are Consulting then the original call will be put on Hold pending transfer (the pending transfer bit is important). If you are transferring then the call will be put straight through. More call control We ve seen what you can do with a connected call. Can you interact with other calls? Yes, when a call is ringing, you can choose to answer the call or Deflect it (transfer it without answering it) to another extension. Deflecting a call is done a manner similar to transferring calls. Click the Deflect button, type a number to deflect the call to and click Deflect again. Deflecting calls is not just used to avoid work. If you are already on the phone and someone else phones you, then you can use Deflect productively to move the call to a colleague who can tell the caller to wait for you to become available GCI Network Solutions Ltd Page 83 of 151

84 You can also put calls on hold. Depending on your telephone system configuration, this means that the other person should hear music. When you are ready to talk to them again, use the Unhold button. Remember, the Hold button is not for transferring calls. It is purely to pause the call. If you want to transfer a call that is on hold, then first you will have to take the call off hold first. Address Books, Contacts and Call History Creating and Searching Contacts The Address book window is accessed from the Address book item on the main menu or tray menu icon. Go ahead and open it, let s start by adding a new entry. At the top of the window, press the New Contact button. This will present you with a blank Contact window. Enter a name, company and phone number in the relevant boxes. All of the boxes from the Contact window, including the Notes box at the bottom, can be searched. You can also interact with some of the boxes to make a call, send an , etc. You may be wondering what the Type box is for at the top of the page. This is used to change the format of the Contact window. Different types have different templates. Pick the one that best represents the contact entry that you are creating. When you re finished press the Save button and we ll search for your new entry. Back at the main Address book window, enter search criteria to find your entry. Most of the time, you can find the results that you want by entering text in the search box and pressing Go. However, if you get too many results back, you may want to consider further restricting your search by using the Advanced section. Names and telephone numbers area searched using the original Search box, but in the Advanced section you can filter by address fields such as town or postal code (Where) or other fields (What) as well. Press the Search button and after a short delay you ll be presented with a list of results. From this screen you can click on the telephone number of a contact to dial them, or click on their name to edit or view their contact details. Storing contact details when on a call If you ve made or received an external call using the Phone window yet, you ve probably noticed that when CRM Connect doesn t know who the other party is that you re speaking to, then it will show a town or location name instead GCI Network Solutions Ltd Page 84 of 151

85 It does this in an effort to be helpful, but if you really want to help yourself, then you ll add a name to the contact for future use. How do you do this? You press the New contact button on the right hand side of the screen. You can then store the caller s details for future use. Adding contact details from the Call History window You may find it easier to add a contact s name and other details after the call has ended. To do this, go into your Call History and click on where the name would appear (it will be a location name in brackets instead). When you do this, the Create contact window will appear like before and you can edit and save the details. Call History The Call History window is accessed from the Call History item on the Main menu or from the tray icon menu. As well as reviewing recent activity you can dial someone from here by clicking on their telephone number and you can access their contact record here by clicking on their name (we saw this in the above section). It s good practice to store the names of people when you speak to them, especially if you re likely to speak to them again. By default, the Call History screen returns the fifty most recent calls. The next fifty can be accessed by pressing the page right button in the bottom right of the window. Also, to aid readability you can hide and show individual days from your history by pressing the expand/collapse button to the left of the date. Settings and configuration The Settings menu contains many options that you can change to improve your use CRM Connect. Let s take a look at some of the more common ones. If you select the Configuration menu item from the tray menu then you are given a page with with options on the left hand side GCI Network Solutions Ltd Page 85 of 151

86 Telephony settings When you first install Connect, it takes you through an installation phase where you need to tell it your Username and Password. When it does this, it presents the Telephony settings page of the Configuration window, so you may have seen these before. If your Username and/or Password change then you will need to update the details. Next is your area code. This is used to recognise local phone numbers. The last choice, method of use, is useful when several people share the same PC. Read the two choices and select which one best fits your mode of working. Interface settings The Interface page allows you to change settings relating to the look and feel of the software, including actions that happen when calls take place. To have the software start automatically when you log on to Windows, put a tick in the tickbox. The setting will take effect next time you log on to Windows. Language packs are available for the software to change the language of the user interface. By default, the software will attempt to automatically select the language to use based on the language setting of your operating system. However, you can change the language used by selecting from the Language dropdown list. If your language is not in the list, contact your Administrator to find out when it will be available. Any changes you make to the language will take effect next time you start the software. By default, many of the software s windows have a skin to make them look nice. If you find that you don t like the skinned windows, perhaps for accessibility reasons, you can turn them off by selecting No skin from the Phone window dropdown. The next time you load the software, the windows will all be standard Windows-style windows using the theme from your operating system. The next section on the Interface page allows you to choose a sound to have your computer play when your phone is ringing and/or you have a call waiting. This can help you to uniquely identify that it is your phone that is ringing and not a colleague s. You can also tick the box to have your computer s sound automatically muted whenever a call is in progress, which is useful if you listen to music or Internet radio while you work, giving you a more professional appearance. The last section of the Interface page has buttons you can press to quickly and securely clear the history of contact history, recent numbers (as shown in the Recent list), and which hints the software has shown you (clearing hint history allows the software to show you the hints again) GCI Network Solutions Ltd Page 86 of 151

87 Dialing settings This page allows you to turn on and off dialing from all the different types of application that the software supports. As a review, the different methods of clipboard dialing are: Clipboard dialing (where you copy a telephone number to the clipboard and the software detects it), Web page dialing (where the software automatically scans web pages in Internet Explorer and converts anything that looks like a telephone number into a clickable hyperlink and adds new buttons next to telephone number fields that you have told it about) and Application dialing (where the software adds new Dial buttons to applications that you have told it about). The last section on this page allows you to define what telephone numbers look like, to help the software more accurately determine whether a string of numbers it sees in a webpage or on the clipboard is really a telephone number or not. You can tell the software the minimum and maximum length of telephone numbers (anything outside the range will be disregarded as not a real telephone number), and you can also specify that telephone numbers must begin with a certain string of characters. Events settings You can make the software either show the Phone window or pop the contact when certain events happen. Just select the relevant action from the relevant dropdown list: On ringing, On answer, or On outbound. You can also turn on or off the unobtrusive Preview window for all calls by ticking or clearing the box. The software can also be configured to run one or more custom executable on selected events. To configure this, press the Add button and configure the following information: The Event list is used to select the event on which to run the program. The Program box allows you to select which executable to run. This box should be left blank to load an internet browser. The Parameters box allows you to either choose the command line arguments for the program, or in the case of a browser, the URL to load. When using a URL, make sure that you include the URI scheme (ie Then you can include in the Parameters any number of values from the call GCI Network Solutions Ltd Page 87 of 151

88 For instance, to output the caller s telephone number you can include %Call\CallerContact\Tel%. To use the telephone number of the remote party (as opposed to the caller, who may be the local user), you can use the syntax %Call\Contact\Tel%, or you can use %Call\Contact\DisplayTel% to get the formatted number. Finally, to help testing, you can use the word Message Box in the Program entry, if you want to show a message box with the translated Parameter output. Integration settings The Integration pages allow you to see and modify the databases that you have set up integration with. Integration means the database will be searched when calls happen to convert telephone numbers into names; and the database will be searchable manually from the Address Book window; and contacts that are found in the database can be popped. To make a new integration, click the (Add new) item, select the type of database from the dropdown list, and click Set (the first time you enter this screen you may have to wait a few seconds as the software scans to find out what integrations are available). To modify an existing database that you have set up, click its name in the list. You can also click its name and then click Delete if you no longer want integration to that database. For applications like Outlook, the software attempts to find and use default settings that will just work for you, so you won t need to do anything more. For more complicated databases, the software will do as much as it can for you, but you may need to help it by for example entering your password, or telling it where the database files are, etc. The Integration test area allows you to test the settings you have entered by entering a telephone number and seeing if the software can find it. If the number is found, you can click the Show contact button to make sure that popping works. When you are done, click Save. The new integration will be available immediately GCI Network Solutions Ltd Page 88 of 151

89 Directed Call Pickup with Barge In Description Allows the user to Pick up a call or Barge Into a call on another other user. Unlike Group Call Pickup, where a Feature Access Code is used to pick up a call on a pre-define list of users, Directed Call Pickup with Barge In uses a Feature Access Code plus the Extension Number of the phone to pick up or Barge into a call on any phone on the customers Site. Note:- Barge In cannot be completed if the user has Barge In Exempt set as a feature. Function Directed Call Pickup The Phone for user A is ringing User B dials *33 (default FAC) followed by User B s extension number. User B has picked up the call meant for user A Barge In User A is on a call to a customer User B need to speak to user A urgently User B dials *33 (default FAC) followed by User A s extension number User A is Not Barge In Exempt. User B is now in the Call with User A. Note:- A tone may or may not be played to User A to make them aware that Barge In has occurred. This is dependent on the Configuration of User B. Configuration Direct Call Pickup with Barge In is not a configurable Option. It is usually a standard feature in some of the Feature Packs that go to make up a customer s service offering. Please Check the Availability with your Administrator. For Employees that do have this feature available there is a configuration option that allows the playing of a tone on Barge In. In the Business Portal: Navigate to:- Employees > Features > Call Control > Direct Call Pickup with Barge In 2014 GCI Network Solutions Ltd Page 89 of 151

90 Select Play A Warning Tone When You Barge In if required Click Save 2014 GCI Network Solutions Ltd Page 90 of 151

91 Distinctive and Priority Ringing Description Allows you to make your phone ring with a different ring based on your pre-defined criteria. Use this service if you want to know when a specific person calls such as your manager or spouse or when you would like to easily tell when a call is from inside your group or outside your group. Function 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. All criteria for an entry must be true for the phone to ring with a different tone (phone number and day of week and time of day). Note:- The change in ring on the phone is only a change in the ringing cadence it does not change the ringing tone applied. Some Handsets support the use of different ring tones based on the Calling Line ID. This is a phone feature and not a feature of the BROADSOFT service. Configuration Configuration is in the Employee section of the Business Portal and requires that a Time schedule has been pre-configured. Please refer to the section on Time Schedules in the Site Features Administrator Guide. In the Business Portal: Navigate to :- Employees > Features > Call Control Scroll Down to Distinctive & Priority Ringing Select Configure 2014 GCI Network Solutions Ltd Page 91 of 151

92 To add a new Rule click the + Add button To Edit an Existing Rule select the description of the rule. To Activate/Deactivate a Rule use the slide button under the status field To Delete a Rule select the left hand tick box and click the x Delete button 2014 GCI Network Solutions Ltd Page 92 of 151

93 When adding a new Rule Type a description on the rule in the box provided. Select a time schedule from the dropdown box. Time schedule must be preconfigured for the customer s site. When adding a new Rule or editing an existing one. To add a new phone number enter the details in the box provided and Click the button To delete a phone number select the number using the tick box and click the x Delete button To delete all numbers select the tick box in the header bar and then click the x Delete button, See Below When all changes have been completed click Save Do Not Disturb Description Allows you to send your calls directly to your voice messaging box without ringing your phone. In addition, you can make your primary phone emit a short ring burst to inform you when the call is being sent to voice messaging by using the Ring Reminder. This is important when you have forgotten the service is turned on and you are at your phone waiting to receive calls Note:- This is a System DND and affects all your devices. The majority of Handsets have a DND key. This DND key only affects the handset where the key is activated. All other Shared devices will be unaffected GCI Network Solutions Ltd Page 93 of 151

94 Function You use this to prevent your phone from ringing. Callers are sent to Voice Messaging or another specified location, such as a number indicated by the Call Forwarding Busy service. Configuration In the Business Portal: Navigate to :- Employees > Features > Call Control Scroll Down to Do Not Disturb Select Configure Tick the Turn On Do Not Disturb and then save 2014 GCI Network Solutions Ltd Page 94 of 151

95 From Your CommPilot Call Manager (Toolbar) You can activate the Do Not Disturb service by clicking DND on your CommPilot Call Manager window. When the button to the left of the DND link on the CommPilot Call Manager is selected, this service is on. When it is not selected, it is off. Or From Your Voice Portal The Do Not Disturb service can also be activated or options can be changed using your voice portal. To do this, on your telephone dial *, followed by the two-digit feature access code (78 on 79 off) that has been assigned for this service. To view the feature access code that was assigned by your group or system administrator, click on Feature Access Codes on the Utilities menu page. The codes are to the left of Do Not Disturb Activation and Do Not Disturb Deactivation and are preceded by an *, which must be dialled first. Using a Feature access Code Do Not Disturb can be activated and Deactivated by use of Feature Access Codes. By Default *78 Do Not Disturb Activation *79 Do Not Disturb Deactivation 2014 GCI Network Solutions Ltd Page 95 of 151

96 Fax Messaging Description This feature introduces a Fax Messaging service that allows users to receive a fax and it to the message store along with their other messages. A notification is sent for fax messaging that is separate from voice messaging. From the telephony user interface, fax messages are treated like voice messages. A user can listen to the header or envelope, and delete the message. In addition, BROADSOFT Unified Messaging allows fax messages to be sent as an attachment to a user or group address, from which they can be viewed, printed, or forwarded to another user. Function A new feature is introduced, Fax Messaging. The Fax Messaging service requires the Voice Messaging (Voic ) User feature to be assigned and configured to function properly. The feature can be turned on and off by an end user through the web portal. An administrator can assign a phone number and extension where faxes can be received for each end user with the Fax Messaging feature assigned. This number is read-only for end users and cannot be the same as the user s DDI Telephone Number used for voice calls. This number, as is true with the user s DDI, is taken from the pool of numbers assigned to the Site. If provisioned as a fax number, it cannot be used for anything else at the same time. When the feature is assigned to a user, the current profile for voic management is used. The user can choose to have notifications sent via , the fax sent as an attachment via voic -to- , check for received messages via the voice portal, use MWI on their device (if available) to indicate a new message, and so on. Availability At the time of writing this document the Fax Messaging feature is available in the following GCI Feature Packages: Hosted User Feature Packages: Premium Mobility User Licence (no other licence has this feature) Configuration Provisioning Fax Messaging Fax Messaging is available as a User Feature within a User Feature Package. Fax Messaging requires Voice Messaging (Voic ) to be assigned to the User in order to function correctly GCI Network Solutions Ltd Page 96 of 151

97 To summarise: In order to use Fax Messaging a User must have: A User Feature Package assigned that includes Fax Messaging and Voice Messaging Voice Messaging (Voic ) feature assigned and configured Simply assign the required Feature Package in the Business Portal to new or existing users. The Fax Messaging User Feature allows a User to receive faxes on one dedicated telephone number. Configuring Fax Messaging The Fax Messaging Feature is available to configure in the Business Portal under: Navigate to:- Employees (select an existing User) > Features > Fax Messaging In the business portal, an end user can see their Fax Messaging configuration from the Features page. But, they can only toggle it on or off. Note:- End users are not allowed to modify the phone number or extension. Admins can access this same page, but they have modification access, which means they can set and change the phone number and extension GCI Network Solutions Ltd Page 97 of 151

98 Enable/disable Fax Messaging as required. Administrators can select a Phone Number and enter an Extension. This will be the Fax Messaging number for the user and all inbound calls to this number will be treated as faxes. Operation Receiving Faxes Incoming faxes terminate on the fax messaging number provisioned for the user. The caller uses the T.38 protocol to identify itself as an incoming fax to the receiving number. The fax image data, if successfully sent, is converted to a TIFF file, and then sent to the user s voice mailbox for later retrieval. Incoming fax calls generate terminating accounting records. Note that the user must have the Fax Messaging feature assigned and enabled, and the Voice Messaging (Voic ) User feature assigned and enabled as well to receive a fax. If a user has Fax Messaging disabled, then calls to the fax number are rejected. If a user has Fax Messaging enabled, but does not have either the Voice Messaging feature assigned, then calls to the fax number are rejected. If the user has Fax Messaging enabled and the Voice Messaging User feature is assigned but not enabled, then calls to the fax number are rejected GCI Network Solutions Ltd Page 98 of 151

99 Fax Storage Fax messages are subject to the same message aging, message size, and mailbox size limitation as voice messages and are stored as TIFF image files. Max Message Age Max Message Length Mailbox Size 15 days 2 minutes 30 minutes = ~ 10MB In order to delete faxes Users must access their voice portal, follow the IVR menu and select the option to delete see section 4.5 below. If a User has configured the Voice Messaging feature to Forward new messages to this address and Use unified messaging is not selected then voice and fax messages will not be stored in the User s BROADSOFT mailbox. Instead all messages, including fax attachments will be sent straight to the address specified. This means that users do not have to access their voice portal to delete messages as they are not stored on the platform with this configuration. Fax Notification A notification is sent as a MWI to the user s device, if supported, the same as for audio messages. An notification is also sent, if the user has provisioned notification. The body of the indicates that the message attachment is a fax document. The fax document is not attached to this notification. Example of an notification of received fax: Date: Tue, 28/08/ :34 From: To: John Smith Subject: Incoming Fax Mail from Fax Retrieval Faxes can be retrieved using a standard client, and displayed using any software that can display TIFF files, if the user has provisioned his or her messaging profile for messages to be sent via GCI Network Solutions Ltd Page 99 of 151

100 Example of an ed fax message with attachment: Date: Tue, 28/08/ :34 From: To: John Smith Subject: Fax Message Attached from Time: Aug 28, :34 PM Fax Message Attached < _ _1334.tif> The software that can be used to view attached TIFF images include: Windows Paint Windows Picture and Fax Viewer In order to receive faxes as attachments a copy of the voice message to can be enabled and configured with the User s address in the User s Voice Messaging feature in the Business Portal: Click Configure 2014 GCI Network Solutions Ltd Page 100 of 151

101 This means that voice and fax messages are stored in the User s mailbox for access and management via their Voice Portal, but are also sent to the specified address with the voice or fax message attached. Alternatively, Forward new messages to this address can be configured and Use unified messaging disabled: This means that messages are not stored in the User s mailbox for access and management via their Voice Portal, but are instead ed to the address specified immediately with the message attached. This means that the user does not have to manage their mailbox and adhere to storage limits since the messages are always ed and not stored. However, the user will not be able to retrieve messages via their Voice Portal GCI Network Solutions Ltd Page 101 of 151

102 Voice Portal Faxes that have been received at a user s mailbox can be retrieved via the voice portal along with voice messages. In this case, the messaging IVR is enhanced to provide a verbal notification that a message is a fax, and allows the user to review the envelope (calling number, time of reception, and number of pages). The message envelope includes an indication that a fax is included in the retrieved message, by appending the phrase fax to the message announcement. For example: First message, fax reception time, sender, number of pages Next message message playback (for audio or video) After the message envelope plays, the following options are available to the user: Save the fax and skip to the next message by pressing #. Go to the previous message by pressing 4. Play envelope by pressing 5. Go to the next message by pressing 6. Delete the fax by pressing 7. Return to the previous menu by pressing * (star). Hot Desking Description Hot Desking is a solution that provides users with the ability to associate their account, telephone number, features and settings with another Host device for a controlled period of time. Hot Desking allows users to make and receive calls and manage all of their features from a temporary device that they associate with. For example, a remote or mobile worker may use a hot desk phone whilst visiting a main or branch office. Hot Desking allows users to associate with another phone. However, unlike using Follow Me or Forwarding which simply redirects a user's calls to another user s phone; Hot Desking takes total control of another phone. All the Hot Desking user's settings apply to that phone until they disassociate with it. For a more details please refer to the following Hot Desking Documentation Hot Desking Administrator Guide 2014 GCI Network Solutions Ltd Page 102 of 151

103 Hot Desking Overview HotDesking Guest User Guide. Function Highlights Easy to setup via the Business Portal or by dialing the Voice Portal Make and receive calls from and to any Hot Desk phone A timer allows users to automatically disassociate with a hot desk phone after a set period of time Users retain all of their features and settings wherever they associate with a Host Integrates with BROADSOFT Applications Toolbar, Reception Console etc. Features Hot Desking Host The Hot Desking Host feature allows user devices to be designated and configured as Hot Desking Host phones. Configuration options provide the ability to set a time limit on how long a Hot Desking Guest User can associate their profile with a host phone. Hot Desking Guest The Hot Desking Guest feature allows users to associate their service profile with Hot Desking Host phones. This allows the Guest User to use the host s device with the guest user s telephone number, features and settings. Configuration options provide the ability for Guest Users to automatically disassociate with a host phone after a set period of time. Configuration Configuration is only available to customer administrators. Please refer the Hot Desking Administration Guide for Configuration Details. Hot Desking Guest Operation The Hot Desking Guest feature can be managed via the Business Portal by using a web browser or via dialing into the Voice Portal from the Hot Desking Host Device. Each method is detailed below: Configuration via the Business Portal Log in to the Business Portal with your Username, Domain and Password. Navigate to:- Employees > Features > Mobility > Hot Desking Guest 2014 GCI Network Solutions Ltd Page 103 of 151

104 Select Configure Hot Desking Guest Select the Turn on Hot Desking Guest check box to enable the Hot Desking Guest feature. Use the Association Timeout field to specify the maximum amount of time in hours that your account can be associated with any Hot Desking Host User Device. When this amount of time expires, you are automatically disassociated from the Host User Device. The value that you specify must be greater than zero and less than the Association Time Limit configured for the Host User Device (default 24 hours) Select an available host in the Available Host section You can search for available hosts by typing full or partial names in the filter box GCI Network Solutions Ltd Page 104 of 151

105 Available Hosts are Hot Desking Host Users that are: Active Not currently associated with other Guest Users The access levels set for the Host permit the Guest to see the Host The Host has a valid main end point (Device) Click Save Disassociating from a Host User Device is accomplished from the same page by selecting the Host User and clicking Remove Configuration via the Voice Portal Dial the Voice Portal telephone number from the Hot Desking Host device (*62 Feature Access Code by default). Press the star key (*) then enter your extension number. Enter your Voice Portal Passcode (Voic PIN) followed by the hash key (#). Select option 7 to choose the Hot Desking Options Menu. Follow the Menus and select the appropriate actions. Your options are: Option 1 - Check Host Status The system provides an indication of whether the Host User Device is associated with a Guest User, and indicates the identity of the associated Guest User if one is associated to the particular Host Device. The associated Guest User is identified by their recorded name (if available) and a phone number or extension. Option 2 Association If the Host User Device is not currently associated with a Guest User then the User is played a message indicating the association was successful. The Guest association timeout is automatically set to the association time limit value configured for the Host. If the Host User Device is already associated to another Guest User, then the request is denied and the User is informed that another Guest User is associated to this Host User Device. If the Guest User is already associated to another Host User Device, then that association is terminated and a new association is made with the current Host User Device. The Guest User is played a message indicating that the association was successful GCI Network Solutions Ltd Page 105 of 151

106 Option 3 Disassociation If the disassociate option is chosen, the associated Guest User is disassociated from the Host User s Device. If the Guest User is not the current user associated with the host, then the request is denied and the Guest User is informed that they are not currently associated with this Host User Device. When you have finished with your Hot Desking Options, hang up to end the call. Intercept User Description Allows a user s phone number to be taken out of service while providing callers with informative Announcements and alternative routing options Configuration In the Business Portal: Navigate to :- Employees > Features > Call Control > User Intercept Select Configure 2014 GCI Network Solutions Ltd Page 106 of 151

107 Intercept All Incoming Calls This Enables User Intercept Play New Telephone Number The system will play an announcement containing the phone number configured here. Transfer On 0 Select to allow a caller the option of being transferred to a new number, such as a switchboard operator. Configure the number you wish to transfer the incoming call too. Use Personal Announcement Select and upload a personal announcement rather than using the system default. Last Number Redial Description Allows Users to use a Feature Access Code to redial the last number dialled. Users can only redial calls where the call type is allowed in the Outgoing Calling Plan 2014 GCI Network Solutions Ltd Page 107 of 151

108 Function Feature Access Code *66 (default) Configuration No Configuration required. Feature access codes can be customised if required. Personal Contacts Description The Personal Contact Directory Feature provides the ability to create custom contact directories for use by an individual Employee. Supported Characters The Business Portal supports the use of Alpha Numeric characters A to Z, both upper and lower case, and 0 to 9. Special Characters Hyphen (-) and Apostrophe ( ) are also supported. All other Special Characters are not supported in the Business Portal and any entry containing these characters will be rejected. Note:- We would advise against the use of Apostrophe in Personal Contacts as some handsets may not support this character. This may lead to issues when trying to access the contacts from the handset. Function Administrators and End Users can use this feature to create a custom Personal Contact Directory that contains numbers frequently called by the End User, such as individual clients, suppliers etc. You can also quickly add numbers to this list by importing a phone list and loading the numbers from a CSV file. Hover over the information (i) icon for the file format. A directory can contain a maximum of 500 contacts. If a user has the Company Contacts feature all the contacts are added into a single directory. Configuration The Personal Contacts Feature is available to configure in the Business Portal under: Employees > Features > Contacts > Personal Contacts 2014 GCI Network Solutions Ltd Page 108 of 151

109 Click Configure To Import a list of contacts in.csv format browse to the file and click Import To Manually add an entry click +Add To Edit an existing entry click on the entries Name To delete an entry select the entry via the tick box and click x Delete To delete all entries select the tick box on the header bar and then click x Delete 2014 GCI Network Solutions Ltd Page 109 of 151

110 Click Add to add an entry Click Save Phone Services Description Phone Services User Feature This feature provides a method of pushing down personal and company contacts (in Personal and/or Company Directories) to a User s devices. Administrators and End Users can use this feature to select which Company Contact Directory and/or the Personal Contact Directory is integrated with the User s devices. Note:- If Phone Services are enabled for a device, but the Phone Directory is turned off then neither the Site Level Phone Services nor User level configuration will apply. This means that no directories will be integrated with the device(s) that the User has. Configuration The User Level Phone Services feature is available to configure in the Business Portal: Navigate to:- Employees > Features > Contacts > Phone Services Select Configure 2014 GCI Network Solutions Ltd Page 110 of 151

111 The first page lists all the devices for which the user is able to use Phone Services with. The list only includes device profiles with a device type supporting Phone Services. Enabling and then Clicking on a Device Name allows you to go to the corresponding Phone Services configuration page for the device 2014 GCI Network Solutions Ltd Page 111 of 151

112 Status Enable/Disable Phone Directory for the Device by selecting On or Off. Include Personal Contacts Include the following Company Contacts Select the list of Company Contacts Click Save Push to Talk Description Push to Talk (PTT) allows people to call each other and have the call answered automatically (Intercom service) Function PTT allows people to call each other and have the call answered automatically, either as a one-way call, or a two-way call. To originate a PTT call on your telephone dial the Feature Access followed by the number you wish to call. *50 Default Feature Access Code followed by the extension number An administrator can specify in the configuration from which other users a PTT call is Allowed. Only PTT calls for users on the allowed list will be connect to the caller/employee GCI Network Solutions Ltd Page 112 of 151

113 Configuration To Configure the PTT service in the Business Portal Navigate to:- Employees > Features > Call Control > Push To Talk Select Configure Tick Turn on PTT, choose one or two-way, add users to allow list then save GCI Network Solutions Ltd Page 113 of 151

114 Reception Console Description Enterprise Receptionist is a powerful, software-based attendant console for use by Receptionists who manage calls for medium and large businesses. A Small Business version is available for smaller companies. Working in conjunction with your desk phone, soft phone, mobile device etc. Receptionist is an application that allows you to control calls, monitor the lines of employees, manage directories and use productivity tools all from a PC. Receptionist is deployed on a Microsoft Windows platform and/or Citrix Presentation Server platform. In order to use the Receptionist (Enterprise) edition application a User must have: 1. The chargeable User Feature Package Add-On Reception Console assigned 2. A device provisioned. Simply assign the Add-On Receptionist feature in the Business Portal to new or existing users. Function The Receptionist client is a feature-rich desktop application that works with desktop phones, softphones and mobile phones, allowing an operator to efficiently answer and manage incoming calls. The client supports line-monitoring status, directory search, queuing and advanced call management. Functions, including Camp On, Call Park and Conferencing capability, and is fully integrated with the Broadsoft platform. Enterprise edition: The full-featured version, including Queuing Outlook Integration Monitor up to 500 users ( 200 static Plus 300 dynamic) For full details of features, configuration, hardware and software requirements please refer to the Receptionist Administration Guide GCI Network Solutions Ltd Page 114 of 151

115 Reception Console Small Business Description Receptionist Small Business is a powerful, software-based attendant console for use by Receptionists who manage calls for small businesses. An enterprise version (Receptionist) is available for medium and large enterprises. Working in conjunction with your desk phone or soft phone, mobile device etc. Receptionist Small Business is an application that allows you to control calls, monitor the lines of employees, manage directories and use productivity tools all from a PC. Receptionist Small Business is deployed on a Microsoft Windows platform and/or Citrix Presentation Server platform. In order to use the Receptionist Small Business application a user must have: 1. The chargeable User Feature Pack Add-On Receptionist Small Business assigned 2. A device provisioned. Simply assign the Add-On Receptionist Small Business in the Business Portal to new or existing users. Function The Receptionist client is a feature-rich desktop application that works with desktop phones, softphones and mobile phones, allowing an operator to efficiently answer and manage incoming calls. The client supports line-monitoring status, directory search, queuing and advanced call management. Functions, including Camp On, Call Park and Conferencing capability, and is fully integrated with the Broadsoft platform. Receptionist Small Business edition: including Queuing Outlook Integration Monitor up to 30 users For full details of features, configuration, hardware and software requirements please refer to the Receptionist Small Business Administration Guide GCI Network Solutions Ltd Page 115 of 151

116 Remote Office Description Allows a user to define a phone number, any working phone number, mobile or land line. This Device can then be used to make and receive calls. Outgoing calls will present the users CLI (VoIP number) not the devices CLI for business continuity when you are away from your office. Remote Office is a feature of the following applications Business Assistant (Toolbar) UC-Office Desktop UC-Office Smartphone Function In the Remote Office setting within the TOOLBAR application define the number of the device you wish to use to make and receive calls. Incoming Calls Incoming Calls to the users VoIP number are automatically forwarded to the Remote Office location. The caller will see the users VoIP CLI, if delivered, on their phone. Outgoing Calls Outgoing calls are made from the BROADSOFT application, Toolbar, UC-Office. Use either the pre-defined Contacts Or Manually dial for the app Note:- Do Not Dial from the Remote Office device The user will receive an incoming call on the Remote Office device. When the user answers the incoming call an outgoing call is made to the dialed number The called number will see the users VoIP CLI, if delivered, on their phone GCI Network Solutions Ltd Page 116 of 151

117 Configuration Toolbar From the Toolbar select Services Select Remote Office Define the phone of the device you wish to use. Turn on Remte Office using the radio buttons If the Remote Office number has been previously defined you can activate the service simply by clicking the Remote Office icon on the Toolbar GCI Network Solutions Ltd Page 117 of 151

118 UC Office Desktop From the UC-Office Desktop application left click on the UC-Office icon on the header bar Select Call Settings Select Remote Office Select the Edit (showing as disabled) Icon Configure the Remote Office number Enable Service Click Save 2014 GCI Network Solutions Ltd Page 118 of 151

119 UC-Office Smartphone From the UC-Office Smartphone application (iphone Shown) click on the settings option Select Call Settings Select Remote Office Configure The Remote Office settings Click Save Selective Call Acceptance Description Accept calls when pre-defined criteria, such as phone number, time of day or day of week, are met. Function Selective Call Acceptance allows you to receive only calls that meet your pre-defined criteria. The criteria for each Selective Acceptance entry can 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 you to receive the call GCI Network Solutions Ltd Page 119 of 151

120 Configuration In The Business Portal: Navigate to:- Employees > Features > Call Control > Selective Call Acceptance Select Configure To Add a New Rule Click Add To Edit an existing Rule select the Rule under the Description Heading. To Delete a rule select the right hand tick box and click Delete To Delete all rules select the right hand tick box in the header bar and click Delete 2014 GCI Network Solutions Ltd Page 120 of 151

121 Click Add Add a description of the rule. Select a Time schedule from the dropdown menu. Note:- Time schedules have to be pre-configured (Please refer to the Site Features Administrator Guide for more details) Click Save & Add More Details To add a phone number type the number into the box and click the + button 2014 GCI Network Solutions Ltd Page 121 of 151

122 To delete a number select the right hand tick box and click delete To delete all numbers select the right hand tick box in the header bar and click delete. When you have completed the configuration Click Save Selective Call Rejection Description Reject calls when pre-defined criteria, such as phone number, time of day or day of week, are met. Function Selective Call Rejection allows you to reject calls that meet your pre-defined criteria. These callers will be given an announcement that you cannot be reached. Use this feature to prevent nuisance calls from people you would rather not talk to. The criteria for each Selective Call Rejection entry can 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 to reject the call. Configuration In The Business Port: Navigate to:- Employees > Features > Call Control > Selective Call Rejection 2014 GCI Network Solutions Ltd Page 122 of 151

123 Select Configure To Add a New Rule Click Add To Edit an existing Rule select the Rule under the Description Heading. To Delete a rule select the tick box and click Delete To Delete all rules select the tick box in the header bar and click Delete Click Add Add a description of the rule. Select a Time schedule from the dropdown menu. Note:- Time schedules have to be pre-configured (Please refer to the Site Features Administrator Guide for more details) Click Save & Add More Details 2014 GCI Network Solutions Ltd Page 123 of 151

124 To add a phone number type the number into the box and click the + button To delete a number select the right hand tick box and click delete To delete all numbers select the right hand tick box in the header bar and click delete. When you have completed the configuration Click Save 2014 GCI Network Solutions Ltd Page 124 of 151

125 Sequential Ringing Description Ring multiple phones sequentially when calls are received Function Sequential Ring allows you to sequentially ring up to 5 locations in addition to the base location for a specified number of rings. The 5 locations can be either a phone number or a SIP-URI. The feature applies to calls matching your pre-defined criteria. Use this service to ring calls from your manager, a family member, or an important customer on your mobile phone, alternate business phone, or home phone. The criteria for each Sequential Ring entry can 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 satisfied for the call to enter Sequential Ring (phone number and day of week and time of day). If the criteria do not match, the call continues as if this service was not turned on. Configuration In the Business Portal: Navigate to:- Employee > Features > Mobility > Sequential Ring Select Configure 2014 GCI Network Solutions Ltd Page 125 of 151

126 Setup the sequential list of phone numbers The Number of rings at each location Select is Answer Confirmation is required (Refer to the Answer Confirmation feature section in this guide) Add a rule or edit an existing rule Sequential Ring cannot be activated without a rule being defined. It could be as simple as All Calls, All Day Every Day GCI Network Solutions Ltd Page 126 of 151

127 Every Rule must have a unique Description Select a Time schedule from the dropdown menu. Note:- Time schedules have to be pre-configured (Please refer to the Site Features Administrator Guide for more details) If Rule is to cover All Calls select the All Phone Numbers radio button and click Save If Rule is for specific phone numbers select the Only These Phone Numbers and add the phone numbers (max of 12) 2014 GCI Network Solutions Ltd Page 127 of 151

128 To add a phone number type the number into the box and click the + button To delete a number select the tick box and click delete To delete all numbers select the tick box in the header bar and click delete. When you have completed the configuration Click Save 2014 GCI Network Solutions Ltd Page 128 of 151

129 Shared Call Appearance 5 Description Shared Call Appearance 5 allows Users to share multiple call appearances of their line number (CLI) over multiple devices, a maximum of 5. For example, a Personal Assistant can take calls for multiple Executives and identify each line on their handset. Each Executive will share their CLI on the Personal Assistant s device. Function Shared Call Appearance 5 requires a Feature Package or Add-On Feature Package for the User Sharing their CLI across other devices. Only the User that is sharing their number to appear on other devices requires the Shared Call Appearance in their Feature Package. Your Account Manager can assist with any changes required to Feature Packages. The Maximum number of devices you can share a number across is 5. Configuration No changes need to be made to the User if they already have a Feature Package or Add-On Feature Package that includes Shared Call Appearance and you are sharing the User s call appearance on an IP phone. If you need to change the User s Feature Package and/or Add-On Feature Package to include Shared Call Appearance, follow the instructions below. Note:- Shared Call appearance for Users with UC- Business or UC-Team is automatically configured when the Add-On feature package is enabled. In the Business Portal: Navigate to:- Employees > Service Settings 2014 GCI Network Solutions Ltd Page 129 of 151

130 Choose the Feature Package or Add-On Feature Package(s) required to give the User Shared Call Appearance. Our example shows the Shared Call Appearance as an Add-On Feature Package. It is possible that it may be included within a Feature Package or Optional Feature Package such as UC Business or UC Team. In the Add-On Feature package turn on Shared Call Appearance using the slider button Scroll down to the button of the page and click Save Shared Call Appearance Now that the User has the Feature Package and the Device has been added, (if required) the Shared Call Appearance can be configured. In the Business Portal select the User that will be sharing their call appearance on another device. Either Navigate to:- Employees > Devices > Shared Call Appearance 2014 GCI Network Solutions Ltd Page 130 of 151

131 Select Create New Shared Call appearance Or Navigate to:- Employees > Features > Mobility > Shared Call Appearance Click Configure 2014 GCI Network Solutions Ltd Page 131 of 151

132 Adding a Device New Device If you are not sharing a call appearance on another user s existing handset you will need to add a new device using the From New Device option. Select the From New Device option Configure the Device details Below 2014 GCI Network Solutions Ltd Page 132 of 151

133 Enter a Device ID Select the Device Type from the Dropdown list. Enter the MAC Address that will be the Shared Call Appearance. You can enter a brief description of the device, this can be useful for future reference. Click Save On page refresh click Save once more 2014 GCI Network Solutions Ltd Page 133 of 151

134 Existing Device If you are creating a Shared Call Appearance for an existing device Select the From Existing Device option Select the Device you wish to add to Shared call appearance Click Save On page refresh click Save once more 2014 GCI Network Solutions Ltd Page 134 of 151

135 Delete a Device Select The entry you wish to delete Click Delete You will receive a warning message Click OK Alert All Appearances for Click-To-Dial Calls This optional feature allows you to ring all shared appearance devices when you make a call from any of the click to dial applications, Toolbar, UC clients CRM Connect etc. Without this enabled only the primary device will be alerted on a click to dial call GCI Network Solutions Ltd Page 135 of 151

136 Allow Call Move From Another Device This option allows you to move calls between your devices using the Call Retrieve and Call Director Move Feature Access Code Example By Default FAC = *11 User answers a call on device A The user wishes to move the call to device B From device B the user dials *11 The call is moved to device B Simultaneous Ringing Description Ring multiple phones simultaneously when calls are received. Function Simultaneous Ring Personal allows you to list up to 10 phone numbers you would like to ring in addition to your primary phone when you receive a call. This feature is helpful when you are not at your phone but you would like your mobile phone to ring when you get a call. You can also turn off simultaneous ring when you are at your desk on a call. The criteria for each Simultaneous Ring entry can be a list of up to 10 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be satisfied for the call to enter Simultaneous Ring (phone number and day of week and time of day). If the criteria do not match, the call continues as if this service was not turned on. Warning: if your mobile phone or other phone has voice mail that picks up before your office voice messaging picks up, your voice mails could be on your mobile phone messaging system! 2014 GCI Network Solutions Ltd Page 136 of 151

137 Configuration In the Business Portal: Either Navigate to:- Employees > Dashboard > Sim Ring Note:- You Can switch Simultaneous ring On/Off in this Window. Or Navigate to:- Employees > Features > Mobility > Simultaneous Ring Click Configure 2014 GCI Network Solutions Ltd Page 137 of 151

138 Turn on Simultaneous Ring Settings Allows you to choose the treatment of an incoming call if you are already on an existing call To Add a location enter the phone number in the box provided and click Add Select Answer Confirmation if required (see Answer Confirmation Service in an earlier section of this guide). To Delete a location select the tick box next to the entry and click Delete To Delete ALL entries select the tick box in the header bar and click Delete When all configuration is complete click Save 2014 GCI Network Solutions Ltd Page 138 of 151

139 From Toolbar If Simultaneous Ring has NO previous configuration Select the Simultaneous Ring Icon from the Toolbar If Simultaneous Ring HAS been configured and you wish to edit the configuration. Select Services from the Toolbar In the left hand Window select Simutaeous Ringing Turn Simultaneous Ring On or Off How to Handle incoming calls Allows you to choose the treatment of an incoming call if you are already on an existing call To Add a location Click Add Enter the phone number in the box provided Click Add again Select Answer Confirmation if required (see Answer Confirmation Service in an earlier section of this guide). To Delete a location select the location (left click) and click Delete When all configuration is complete click either Apply or OK 2014 GCI Network Solutions Ltd Page 139 of 151

140 From UC-Office Clients All UC-Office clients, UC-Office for Desktop and UC-Office for Smartphones, support configuration and control of Simultaneous Ring, Please refer to the relevant UC Office guide for details. Below are screen shots of UC-Office for Windows Desktop and UC-Office for iphone Windows desktop:- Call Settings > Simultaneous Ring Personal iphone:- Settings > Call Settings > Simultaneous Ring 2014 GCI Network Solutions Ltd Page 140 of 151

141 Speed Dial 100 Description Dial a pre-defined number by dialing a Speed Prefix Feature Access Code and two digits Function Allows Users to program an assigned two-digit (00 through 99) speed dial code to store commonly called numbers. To call the stored number the user dials the Speed Dial Prefix Feature access Code (by default this is #) followed by the 2 digits (00 to 99) of the stored numbers location. Example:- #01 (dial) Configuration Speed Dial 100 is feature pack dependent Please check which feature Packages with in your service offering supports this service. In the Business Portal: Navigate to:- Employees > Features > Contacts > Speed Dial 100 Click Configure 2014 GCI Network Solutions Ltd Page 141 of 151

142 To Add an entry click Add Select the Speed Code The next Available is shown by default but you can select any free code using the dropdown box Enter a description or name for the phone number. Enter the phone number Click Save. To Edit an Existing Entry Select the Existing Speed Code 2014 GCI Network Solutions Ltd Page 142 of 151

143 Edit the Entry Click Save. To Delete an entry select the tick box and click Delete To Delete all entries select the tick box of the header Bar and click delete. Adding an entry from the Phone Dial the Speed Dial 100 Feature Access Code (Default *75) Dial the Speed Dial 100 Location (00-99) Dial the required Phone Number followed by # Example:- * # (FAC-*75 / SD-01 / CLI #) Speed Dial 8 Description Dial a pre-defined number by simply dialing a single digit Function Allows users to program an assigned single digit (2 through 9) speed dial code to store commonly called numbers. To call the stored number the user simply dial a single digit (2 9). Example:- 2 (dial) 2014 GCI Network Solutions Ltd Page 143 of 151

144 Configuration In the Business Portal: Navigate to:- Employees > Features > Contacts > Speed Dial 8 Click Configure 2014 GCI Network Solutions Ltd Page 144 of 151

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