Hosted IP Phone System Administrator Portal Reference Manual (Polycom)

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1 Hsted IP Phne System Administratr Prtal Reference Manual (Plycm) POPP.cm, Inc. All rights reserved. Service r POPP Page 1 f 63 6/29/17

2 Table f Cntents 1.0 Intrductin 2.0 Lgging In 3.0 Administratr Hme Page 4.0 Lines 4.1. Select a Department 4.2. Find Lines 4.3. Mve Lines between Departments 4.4. Line Cnfiguratin 4.5. View Grup Cnfiguratin 4.6. View Call Manager Cnfiguratin 4.7. Change End User s CmmPrtal Passwrd 5.0 Phnes 5.1. Select a Department 5.2. Find Phnes 5.3. Manage Phne Prfiles 5.4. Phnes Cnfiguratin 5.5. Assign a Phne t a Department 5.6. Assign a Phne t a Business Grup Line 5.7. Change Phne Infrmatin 6.0 MLHGs (Multi Line Hunt Grups) 6.1 Select a Department 6.2 Mve MLHGs between Departments 6.3 MLHG Cnfiguratin 6.4 View MLHG Settings 6.5 MLHG Pilts 6.6 MLHG Lines Cnfiguratin 6.7 Settings 7.0 Call Pickup Grups 7.1. Select a Department 7.2. Call Pickup Grup Cnfiguratin 7.3. Mve Call Pickup Grups between Departments 7.4. Add a Call Pickup Grup 7.5. Remve A Call Pickup Grup 7.6. View Call Pickup Grup Settings 7.7. Call Pickup Grup Lines Cnfiguratin 7.8. Change Call Pickup Grup Name 8.0 Shrt Cdes 8.1. Select a Department 8.2. Shrt Cdes Cnfiguratin 8.3. Add a Shrt Cde 8.4. Add a Shrt Cde Range 8.5. Remve a Shrt Cde r Shrt Cde Range 8.6. Mdify a Shrt Cde 8.7. Mve Shrt Cdes between Departments POPP.cm, Inc. All rights reserved. Service r POPP Page 2 f 63 6/29/17

3 9.0 Extensins 9.1. Extensins Cnfiguratin 9.2. Add an Extensin 9.3. Add an Extensin Range 9.4. Remve an Extensin r Extensin Range 10.0 Departments Department Cnfiguratin Add a Department Delete a Department Edit Department Department Call Limits 11.0 Call Lgs 12.0 Misc. Settings Number Blcks External Calls Other Settings 13.0 Easy Attendant Intrductin t Easy Attendant Setting up Easy Attendant fr the first time Cnfiguring yur Easy Attendant menu(s) Cnfiguring the extensins callers can dial Cnfiguring yur business hurs Turning Easy Attendant n/ff Frwarding calls when Easy Attendant is turned ff Switching between schedule/single menu mdes Recrding annuncements fr yur initial greeting Phne Access Trubleshting 14.0 Premium Attendant Intrductin t Premium Attendant Setting up Premium Attendant fr the first time Wrking with the Premium Attendant interface Cnfiguring yur Premium Attendant schedule perids Cnfiguring yur Premium Attendant menu(s) Creating annuncements fr yur Premium Attendant menus Recrding annuncements Phne Access Trubleshting Cnfiguring the extensins callers can dial Changing default settings fr yur Premium Attendant menus and keys Turning Premium Attendant n/ff Frwarding calls when Premium Attendant is turned ff 15.0 Music n Hld Music n Hld administratin system Security Resurces Recrdings Mappings Phne Access 16.0 Additinal Infrmatin POPP.cm, Inc. All rights reserved. Service r POPP Page 3 f 63 6/29/17

4 1.0 Intrductin This guide is intended t help administratrs perfrm the tasks needed t administer the system via the Administratr Prtal, such as: Cnfigure yur Aut Attendant Set up Call Pickup Grups Set up Multi Line Hunt Grup(s) (MLHGs) And much mre There are ther guides which yu (and ther users) may refer t when administering yur system: Hsted IP Phne System End User CmmPrtal Reference Manual Hsted IP Phne System Quick User Guides The Administratr Prtal is supprted n the latest versins f all majr brwsers and perating systems. This includes: Micrsft Internet Explrer versin 6 r later Firefx versin 3 r later Ggle Chrme versin 4 r later (Windws nly) Safari versin 5 r later (Mac OS X nly) It is supprted n the fllwing perating systems: Micrsft Windws 2000 Micrsft Windws XP Micrsft Windws Vista Micrsft Windws 7 Mac OS X 10.6, Snw Lepard Mac OS X 10.7 (Lin) JavaScript must be enabled. 2.0 Lgging in G t Number: enter 10-digit phne number (phne number must be set up by POPP with administrative access) Passwrd: enter yur passwrd (the first time yu lg in, enter the passwrd assigned by POPP) Click Lgin The administratr hme page will pen. POPP.cm, Inc. All rights reserved. Service r POPP Page 4 f 63 6/29/17

5 3.0 Administratr Hme Page Once yu are lgged in, the administratr hme page will pen. The administratr s name will appear in the upper-left crner f the screen. Click n the icn at any time t access Help infrmatin, Refresh the screen, r Lgut f the Administratr Prtal. Menu ptins are listed dwn the left side f the screen. Click n the desired menu ptin t view and change the cnfiguratin f yur Hsted IP Phne System. The main panel will display the cntents f the menu ptin selected. The Lines menu ptin is autmatically selected n the administratr hme page. 4.0 Lines The Lines page shws all individual lines, Easy/Premium Attendants, and MLHG (Multi Line Hunt Grup) pilt lines in a Business Grup r Department. A Business Grup is a lgical cntainer in the Metaswitch sftware that grups tgether telephnes, lines, and features cmmn t a single business A Business Grup Line is an individual line within a Business Grup An MLHG is a set f lines within a Business Grup (MLHG Members), s that calls t the grup are passed t a nn-busy line within the Hunt Grup, r may be added t a queue if all lines are busy 4.1 Select a Department Use the Lines in Department drpdwn field lcated at the tp f the screen t select the Department t display lines fr. Each line can nly be a member f ne department. A Department defines a sectin f a Business Grup t which Lines and ther functins, such as Shrt Cdes, can be assigned. Administratr privileges fr the Department can be assigned t a particular Business Grup Line, withut giving the Line access t the whle Business Grup. 4.2 Find Lines If yu nly have a few lines in yur Business Grup r selected department, yu may be able t find a line by manually lking at the list f lines. Alternatively, yu can search fr the line yu are interested in based n phne number, extensin number r name. Enter the number r name yu wish t find in the Search fr... input bx, and the list f lines will autmatically update t nly shw lines that match. If yu wish, yu can restrict yur search t nly match n a given field by using the drp-dwn t the right f the search bx. POPP.cm, Inc. All rights reserved. Service r POPP Page 5 f 63 6/29/17

6 4.3 Mve Lines between Departments T mve lines between Departments: T select all lines, check the bx next t Telephne Number at the tp f the Telephne Number clumn. Select ne r mre lines by checking the bx next t each individual phne number in the list. Nte: MLHG pilt lines cannt be selected. Select the department t mve the lines t, using the Mve Selected T drpdwn field Click Mve t make the change Nte: A line may be a member f multiple departments. 4.4 Line Cnfiguratin Each rw in the table shws the fllwing fr each individual line r MLHG pilt line. Telephne number Extensin Name. This indicates whether the line is an individual line r MLHG pilt line, and als whether the line is als an administratr, Easy Attendant,, r Premium Attendant Department, if viewing all lines in the business grup Actins: View individual settings: This ptin gives the administratr access t the End User CmmPrtal fr each line in the Business Grup withut requiring the end user s passwrd Reset Line Unlck Accunt 4.5 View Grup Cnfiguratin T view the MLHG cnfiguratin (fr an MLHG pilt line), click the Actins drp-dwn and select View grup settings 4.6 View Call Manager Cnfiguratin T view the Call Manager cnfiguratin fr an individual line r MLHG pilt line, click n the Actins drp-dwn and select View individual settings t launch End User CmmPrtal fr the line in a new brwser windw. Nte: Yu will nt be able t see r listen t user s vic s. POPP.cm, Inc. All rights reserved. Service r POPP Page 6 f 63 6/29/17

7 4.7 Change End User s CmmPrtal Passwrd The administratr can change an end user s CmmPrtal passwrd withut entering the end user s current passwrd as fllws: Click n the Actins drp-dwn fr the end user s line and select View individual settings t pen End User CmmPrtal Click n Settings tab In the Accunt tab, click n change next t Accunt Passwrd New Passwrd: enter new passwrd Cnfirm new passwrd: re-enter new passwrd Click n Cnfirm t save 5.0 Phnes The Phnes page allws yu t manage the telephnes in a Business Grup and t assign them t Business Grup Lines. A Phne Prfile is a set f cnfiguratins fr a physical telephne. Phne Prfiles can exist at several levels. Glbally Fr a Business Grup Fr a Department Fr a Business Grup Line Where multiple Phne Prfiles apply t a physical telephne, they are applied in the abve rder s, fr example, any settings frm the Department Phne Prfile verride settings frm the glbal Phne Prfile Select a Department Use the Phnes in Department drpdwn field t select the Department t display the Phnes fr. A Department defines a sectin f a Business Grup t which Lines and ther functins, such as Shrt Cdes, can be assigned. Administratr privileges fr the Department can be assigned t a particular Business Grup Line, withut giving the Line access t the whle Business Grup. POPP.cm, Inc. All rights reserved. Service r POPP Page 7 f 63 6/29/17

8 5.2. Find Phnes If yu nly have a few telephnes in yur Business Grup r selected department, yu may be able t find a telephne by manually lking at the list f Phnes. Alternatively, yu can search fr the telephne yu are interested in based n MAC address, descriptin r phne number. Enter the MAC address, descriptin r number yu wish t find in the Search fr... field and the list f telephnes will autmatically update t nly shw telephnes that match. If yu wish, yu can restrict yur search t nly match n a given field by using the drp-dwn t the right f the search field Manage Phne Prfiles The administratr can view/mdify the default settings fr each telephne mdel purchased. Changing the settings in the prfile fr each telephne mdel determines the settings/buttns each end user with that telephne mdel will be able view/mdify in CmmPrtal. T manage the Phne Prfiles fr the department yu are an administratr fr, fllw these steps: Click n manage yur phne prfiles link twards the tp f the page. This launches a new windw with the Phne Prfile Editr. Mdifying a Phne Prfile T mdify a Phne Prfile, fllw these steps: Click [Edit] belw the phne mdel prfile yu want t mdify POPP.cm, Inc. All rights reserved. Service r POPP Page 8 f 63 6/29/17

9 T cnfigure a telephne prfile, fllw these steps: Click [Prgrammable Keys Line] (r click n the line keys n the telephne) t cnfigure a line key buttn: A list f keys ( Key 1, Key 2, etc.) will appear belw. The key numbers listed crrespnd t the line key buttns n the telephne as fllws: Plycm VVX 310: Key 1 telephne Key 4 display Key 2 Key 5 Key 3 Key 6 Plycm VVX 410: Key 1 telephne Key 7 display Key 2 Key 8 Key 3 Key 9 Key 4 Key 10 Key 5 Key 11 Key 6 Key 12 Plycm VVX 500: 1-4 keys prgrammed: 5-8 keys prgrammed: 9-12 keys prgrammed: Key 1 telephne Key 1 Key 5 Key 1 Key 5 Key 9 display Key 2 Key 2 Key 6 Key 2 Key 6 Key 10 Key 3 Key 3 Key 7 Key 3 Key 7 Key 11 Key 4 Key 4 Key 8 Key 4 Key 8 Key 12 POPP.cm, Inc. All rights reserved. Service r POPP Page 9 f 63 6/29/17

10 Click [Prgrammable Keys Bttm] (r click n the sftkeys n the telephne) t cnfigure a sftkey buttn: A list f keys ( Key 1, Key 2, etc.) will appear belw. The key numbers listed crrespnd t the sftkey buttns n the telephne as fllws: Plycm VVX 310, VVX 410, and VVX 500: telephne display Key1 Key 2 Key 3 Key 4 Mre* *[Mre] sftkey displays when five r mre sftkeys are prgrammed Click n the [Key #] t be cnfigured and cmplete the fllwing fields: Nte: Multiple lines can be cnfigured n ne telephne and multiple telephnes can share the same line. Fr example, a telephne culd be cnfigured with an emplyee s DID, and cnfigured with anther phne number. Calls t bth numbers wuld make the telephne ring. Sft key actin: select the desired functin Enter/select the fllwing (if applicable): Number: enter 10-digit phne number Park rbit: select park rbit Extensin: enter 4-digit extensin Line: select line Label: enter a label t appear n the phne display Character limits fr each telephne mdel are: Plycm VVX 310 and VVX 410: Line Keys: up t 13 characters (if n spaces) Sftkeys: up t 10 characters (if n spaces) Plycm VVX 500: varies based n the number f line key/sftkey buttns prgrammed Click [Save changes] t save r [Discard changes] + [Discard] t cancel Rebt yur telephne: n each telephne, press [Hme] buttn + [Settings] + [Basic] + [Update Cnfiguratin] + [Yes] and wait up t five minutes fr the telephne t learn its new cnfiguratin T print the telephne prfile cnfiguratin: click [Print]n at the bttm f the screen Click [clse] when finished Lgging ut f the Phne Prfile Editr Clse yur brwser windw t lg ut f the Phne Prfile Editr. Mdifying telephne cnfiguratin as user T lg int and mdify the telephne settings as ne f yur users, fllw these steps: Click n the Individual Line icn t the right f the telephne. Fllw the instructins n using the Phne Cnfiguratin screen t manage the cnfiguratin f individual telephnes which are given in the Hsted IP Phne System End User CmmPrtal Reference Manual. POPP.cm, Inc. All rights reserved. Service r POPP Page 10 f 63 6/29/17

11 5.4. Phnes Cnfiguratin Each rw in the table shws the fllwing fr ne Phne: Mdel: An image f the Phne MAC Address: The address that uniquely identifies the physical Phne Descriptin: A descriptin f the Phne Assigned T: The phne number r Department that the Phne is assigned t. Multiple Phnes can be assigned t the same phne number r Department. Each Phne may nly be assigned t ne Department. Department: if viewing all Phnes in the business grup Click the icn t manage and cnfigure the prfile fr this Phne 5.5. Assign a Phne t a Department T assign a Phne t a new Department: T select all Phnes, check the bx next t Mdel at the tp f the Mdel clumn. Select ne r mre Phnes by checking the bx next t each individual Phne in the list. Select the Department t mve the Phnes t, using the Select Department input bx Click Assign t Department t make the change. Nte: Assigning a Phne t a different department will unassign the line frm the Phne. A line may be assigned t the Phne after the Phne has been mved t the new Department. The line and Phne must be assigned t the same Department Assign a Phne t a Business Grup Line T assign a Phne t a Business Grup Line: T select all Phnes, check the bx next t Mdel at the tp f the Mdel clumn. Select ne r mre Phnes by checking the bx next t each individual Phne in the list. Enter the phne number f the Business Grup Line t assign the Phnes t, using the Enter number... field Click Assign t Line t make the change 5.7. Change Phne Infrmatin T change infrmatin abut a Phne, click n the apprpriate rw in the table, change the settings and click Apply r Cancel. Yu can change the fllwing settings. Descriptin Whether r nt the Phne is assigned t a line, and the line's phne number If yu wish t unassign the Phne frm a line altgether, simply uncheck the checkbx in the Assigned t line? field. POPP.cm, Inc. All rights reserved. Service r POPP Page 11 f 63 6/29/17

12 6.0 MLHGs (Multi line Hunt Grups) The MLHGs (Multi Line Hunt Grups) page shws all MLHGs in the selected Department. A MLHG is a set f lines within a Business Grup (MLHG Members), s that calls t the grup are passed t a nn-busy line within the Hunt Grup, r may be added t a queue if all lines are busy. Nte: MLHG queuing des nt cnsume WAN bandwidth. If Call Frward N Answer is applied t a MLHG Pilt number (e.g., t vice mail), the Call Frward N Answer will verride the MLHG maximum queuing time. If a call t a MLHG rings t a user wh is in DND, that user is ineligible fr the call, even if they g ff DND Select a Department Use the MLHGs in Department input bx t select the Department t shw the MLHGs fr. A Department defines a sectin f a Business Grup t which Lines and ther functins, such as Shrt Cdes, can be assigned. Administratr privileges fr the Department can be assigned t a particular Business Grup Line, withut giving the Line access t the whle Business Grup Mve MLHGs between Departments T mve MLHGs between Departments: Select all MLHGs by checking the bx next t Psitin at the tp f the Psitin clumn. Select ne r mre MLHGs by checking the bx next t each individual MLHG in the list. Select the department t mve the MLHGs t, using the Mve Selected T input bx Click Mve t make the change 6.3. MLHG Cnfiguratin Each rw in the table shws the fllwing fr each MLHG. Telephne Number Number f lines in the MLHG (nt including the Pilt number) View MLHG settings icn POPP.cm, Inc. All rights reserved. Service r POPP Page 12 f 63 6/29/17

13 6.4. View MLHG Settings T view the MLHG settings fr the MLHG, click the icn MLHG Pilts This page shws the MLHG Pilt Lines fr the MLHG. Yu can assign ne r mre MLHG Pilt Numbers t the Hunt Grup. When a Pilt Number is called (internally r externally), the call enters the hunt grup and is handled based n yur MLHG settings. Calls that are dialed directly t a number within the Hunt Grup can be frwarded t a nn-busy line within the Hunt Grup if the number they are calling is busy, r may be treated as busy if yu prefer. Internal calls are never hunted. Each rw in the table shws the fllwing fr each Pilt Line in the MLHG: Telephne Number f the line Extensin number f the line Name f the line T view the Call Manager settings fr the line, click the icn 6.6. MLHG Lines Cnfiguratin POPP.cm, Inc. All rights reserved. Service r POPP Page 13 f 63 6/29/17

14 Each rw in the table shws the fllwing fr each Line in the MLHG: Psitin. A hunt algrithm selects nn-busy lines t be passed incming calls. The rder in which lines are selected by this algrithm can be changed. Telephne Number f the line Extensin number f the line An icn indicating whether the line is lgged in r lgged ut. Users wh want t temprarily remve themselves frm the MLHG can lg in and ut f the Hunt Grup as required, if they have been cnfigured t allw this (Lgin/Lgut supprted). Name f the line The Department that the line is in T view the Call Manager settings fr the line, click the icn T Add a Line t the MLHG: Click Add Lines Yu will be shwn a list f all lines in the Business Grup that are nt already in the MLHG. Nte: lines frm multiple departments can be part f the same MLHG. One line may be a part f multiple MLHGs. Select all lines by clicking n the checkbx next t Telephne Number at the tp f the Telephne Number clumn. Select ne r mre individual lines with the individual checkbxes next t each Telephne Number in the list. Click Add Selected Alternatively, enter a single line number in the Add single line input bx and click Add. Line must be part f the Business Grup. T Remve a Line frm the MLHG: Select all lines by clicking n the checkbx next t Psitin at the tp f the Psitin clumn. Select ne r mre lines with the individual checkbxes next t each Telephne Number in the list. Click Remve Selected POPP.cm, Inc. All rights reserved. Service r POPP Page 14 f 63 6/29/17

15 T change the psitins f the lines within the MLHG: Click Change Psitins Yu are shwn a list f all lines in the MLHG Click the icn t mve a line up the list. Click the icn t mve a line dwn the list. Click Apply t save the change(s) 6.7. Settings Preferences tab MLHG Name: Enter the new MLHG name Lgin/lgut supprted by default fr new members: select yes r n Click Apply t save changes Hunt Settings tab Call Distributin Algrithm: This can be ne f the fllwing: Linear: If a Pilt Number is called, hunting starts with the first MLHG Line and cntinues thrugh the list until a nn-busy line is fund. If a busy MLHG Line is dialed directly and the Hunt n Direct Dialed Calls ptin is set t true, hunting starts with the MLHG Line after the dialed number and cntinues t the end f the list until a nn-busy line is fund. It des nt start again frm the beginning f the list. Circular: If a Pilt Number is called, this is the same as Linear. If a busy MLHG Line is called, this is the same as Linear except that nce the end f the list is reached, hunting will cntinue frm the beginning f the list until a nn-busy line is fund. Unifrm (Rund rbin): If a Pilt Number is called, hunting starts with the first number after the line that was selected by the previus hunt. When the end f the list is reached, hunting cntinues frm the beginning f the list until it reaches the number it started with. If a busy MLHG Line is dialed directly, and Hunt n Direct Dialed Calls is set t true, this is the same as Circular hunting. Unifrm (Lngest idle): If a Pilt Number is called, r a busy MLHG Line is dialed directly and Hunt n Direct Dialed Calls is set t true, hunting starts with the MLHG Line that has been idle fr the lngest. The idle time fr a Line is calculated using the end time f any incming r utging calls t r frm the Line, nt just thse allcated by hunting. When an MLHG Line disables the D Nt Disturb call service, its idle time is reset t zer. POPP.cm, Inc. All rights reserved. Service r POPP Page 15 f 63 6/29/17

16 Ring all: If a Pilt Number is called, all lines in the MLHG will ring simultaneusly. Other Settings: Maximum queue length: The maximum number f calls that can be queued at ne time (max is 16) Maximum time: Maximum time in secnds that calls are queued fr Is line hunting applied t direct-dialed calls? Specifies if external calls placed directly t a line within the Multi Line Hunt Grup receive Line Hunting treatment when the line is busy. (Internal calls, and external calls directly t a line with simultaneus ring enabled, d nt receive Line Hunting treatment regardless f the setting f this field.) Is the called number delivered as Caller ID? Specifies if the utbund Caller ID number is the directry number that was called. This can be used s that, fr example, a helpdesk receiving calls culd knw whether the "Helpdesk" r "Accunts Inquiries" number had been called. Ring each member fr: enter number f secnds If a member des nt answer, d nt call again fr: enter number f secnds POPP.cm, Inc. All rights reserved. Service r POPP Page 16 f 63 6/29/17

17 7.0 Call Pickup Grups The Call Pickup Grups page shws all Call Pickup Grups in a Department. A Call Pickup Grup defines a grup f Business Grup Lines within which the subscribers can use the Call Pickup feature (*11) t answer each ther's incming calls. Lines belnging t different departments may be members f the same Call Pickup Grup and ne line may be a member f multiple Call Pickup Grups Select a Department Use the Call Pickup Grups in Department input bx t select the Department t display the Call Pickup Grups fr. A Department defines a sectin f a Business Grup t which Lines and ther functins, such as Shrt Cdes, can be assigned. Administratr privileges fr the Department can be assigned t a particular Business Grup Line, withut giving the Line access t the whle Business Grup Call Pickup Grup Cnfiguratin Each rw in the table shws the fllwing fr each Call Pickup Grup. Call Pickup Grup name Number f lines in the Grup View Grup settings icn 7.3. Mve Call Pickup Grups between Departments T mve Call Pickup Grups between Departments: Select all Call Pickup Grups by checking the bx next t Call Pickup Grup Name at the tp f the screen r select ne r mre Call Pickup Grups with the individual checkbxes Select the department t mve the Call Pickup Grups t, using the Mve selected t input bx Click Mve t make the change POPP.cm, Inc. All rights reserved. Service r POPP Page 17 f 63 6/29/17

18 7.4. Add a Call Pickup Grup T add a Call Pickup Grup t the current Department: Click Add Grup Enter a new Call Pickup Grup name Click Add 7.5. Remve a Call Pickup Grup T remve a Call Pickup Grup: Select all Call Pickup Grups by checking the bx next t Call Pickup Grup Name at the tp f the Call Pickup Grup Name clumn. Select ne r mre Call Pickup Grups with the individual checkbxes next t each Call Pickup Grup in the list. Click Delete Selected 7.6. View Call Pickup Grup Settings T view the settings fr the Call Pickup Grup, click the icn. The Call Pickup Grup page shws all lines and settings fr a single Call Pickup Grup. A Call Pickup Grup defines a grup f Business Grup Lines within which the subscribers can use the Call Pickup feature (*11) t answer each ther's incming calls Call Pickup Grup Lines Cnfiguratin Each rw in the table shws the fllwing fr each line in the Call Pickup Grup. Telephne Number f the Business Grup Line Extensin number f the line Name f the line The Department that the line is in T view the Call Manager settings fr the line, click the icn POPP.cm, Inc. All rights reserved. Service r POPP Page 18 f 63 6/29/17

19 T add a line t the Call Pickup Grup: Click Add Lines Yu will be shwn a list f all lines in the Business Grup that are nt already in a Call Pickup Grup Select all lines by checking the bx next t Telephne Number at the tp f the Telephne Number clumn. Select ne r mre lines with the individual checkbxes next t each Telephne Number in the list. Click Add Selected Alternatively, enter a single line number in the Add single line input bx and click Add. T remve a line frm the Call Pickup Grup: Select all lines by checking the bx next t Telephne Number at the tp f the Telephne Number clumn. Select ne r mre lines by checking the individual checkbxes next t each Telephne Number in the list. Click Remve Selected 7.8. Change Call Pickup Grup Name T change the name f the Call Pickup Grup: Click the Settings tab Click n edit in the Persnal Details sectin Enter the new Call Pickup Grup name in the Name field Click Save t save the change POPP.cm, Inc. All rights reserved. Service r POPP Page 19 f 63 6/29/17

20 8.0. Shrt Cdes The Shrt Cdes page shws all Shrt Cdes currently in peratin in a Department. A Shrt Cde is a 1-7 digit cde, specific t the Business Grup, which can be used t access external numbers r as substitutes fr standard access cdes (star cdes) Select a Department Use the Shrt Cdes in Department input bx t select the Department t display the Shrt Cdes fr. A Department defines a sectin f a Business Grup t which Lines and ther functins, such as Shrt Cdes, can be assigned. Administratr privileges fr the Department can be assigned t a particular Business Grup Line, withut giving the Line access t the whle Business Grup Shrt Cdes Cnfiguratin Each rw in the table shws the fllwing fr each Shrt Cde: Shrt Cde. This is either a single cde r a range f cdes Telephne Number r Service Access Cde (star cde, i.e., *55) The phne number r service access cde (star cde) that the Shrt Cde maps t (nte that this may be blank if nt assigned yet). Fr a range, the range f phne numbers is shwn POPP.cm, Inc. All rights reserved. Service r POPP Page 20 f 63 6/29/17

21 8.3. Add a Shrt Cde T add a Shrt Cde t the current Department: Click Add Enter a new Shrt Cde Enter a phne number r service access cde (star cde) that the Shrt Cde maps t. This step is ptinal. Select Department (ptinal) Click Add Add a Shrt Cde Range T add a range f Shrt Cdes t the current Department: Click Add Range Enter the first and last Shrt Cdes Enter the first phne number that the range maps t Select Department (ptinal) Click Add 8.6. Remve a Shrt Cde r Shrt Cde Range T remve a Shrt Cde r Shrt Cde Range: Select all Shrt Cdes r Shrt Cde Ranges with the tp checkbx, r select ne r mre Shrt Cdes r Shrt Cde Ranges with the individual checkbxes. Click Remve Selected t save the change(s) POPP.cm, Inc. All rights reserved. Service r POPP Page 21 f 63 6/29/17

22 8.7. Mdify a Shrt Cde T mdify a Shrt Cde: Click n the entry in the table Change the Shrt Cde r Range f Shrt Cdes as required Change the phne number f Service Access Cde (star cde) as required Click Save t save the change(s) 8.8. Mve Shrt Cdes between Departments T mve Shrt Cdes between Departments: Select all Shrt Cdes by checking the bx next t Shrt Cde at the tp f the Shrt Cde clumn. Select ne r mre Shrt Cdes by checking the individual bxes next t each Shrt Cde in the list. Select the department t mve the Shrt Cdes t, using the Mve selected t input bx Click Mve t save the change(s) POPP.cm, Inc. All rights reserved. Service r POPP Page 22 f 63 6/29/17

23 9.0. Extensins The Extensins page shws all Extensins currently in peratin in the Business Grup. An Extensin is a 4-digit number that allws yur users t quickly dial anther number within the Business Grup. Extensin numbers may nt start with a 0 (used t dial the peratr) Extensins Cnfiguratin Each rw in the table shws the fllwing fr each Extensin r Extensin Range: Extensin. This is either a single cde r a range f cdes Telephne Number. This is the phne number that the Extensin maps t. Fr a range it is the range f phne numbers that the Extensin Range maps t Add an Extensin Cntact POPP at t add an Extensin Add an Extensin Range Cntact POPP at t add an Extensin Range Remve an Extensin r Extensin Range Cntact POPP at t remve an Extensin/Extensin Range. POPP.cm, Inc. All rights reserved. Service r POPP Page 23 f 63 6/29/17

24 10.0. Departments The Departments page shws all departments fr the business grup. Departments divide yur business grup int separately-administrable grups. Business Grup Administratrs can ptinally be restricted s that they nly have privileges t administer lines within a given Department. Departments may be divided int sub-departments Department Cnfiguratin Each rw in the table shws the Department name and call limits (ptinal). Department names are indented t shw their sub-departments and the Department f which they are a sub-department (if applicable) Add a Department T add a Department: Click Add Department Enter a new Department name Select the Parent Department f which the new Department shuld be a sub-department Operatr Number: phne number that calls are transferred t when callers dial 0 frm within vice mail Specify call limits if necessary Click Add Delete a Department T delete a Department: Ensure that the Department is empty f Lines, Phnes, Call Pickup Grups, Shrt Cdes and ther Departments - Departments can't be deleted unless they are empty. Click n the Department's name Click Delete If yu find that yu can't delete a Department because it is nt empty, check that the Department has n subdepartments and als check fr entries in this Department n the Lines, Phnes, Call Pickup Grups and Shrt Cdes page. If yu find any Lines, Phnes, Call Pickup Grups r Shrt Cdes, either delete them r mve them int ther Departments Edit Department T edit a Department's name: Click n the Department's name Change it in the Department Name input bx Click Apply POPP.cm, Inc. All rights reserved. Service r POPP Page 24 f 63 6/29/17

25 T edit a Department's peratr number: Click n the Department's name Change it in the Operatr Number input bx Click Apply T remve a Department's peratr number and have it inherit frm abve: Click n the Department's name Change the Operatr Number input bx t blank Click Apply Department Call Limits Call limits cntrl hw many calls are permitted int and ut f a department. The call limits yu set fr a particular department apply t that part f the department "tree" (a department and all departments belw it). Calls within that part f the tree (within the department, r between tw sub-departments) d nt cunt tward these limits, but calls t r frm departments elsewhere in the business grup r utside f the business grup are cunted. Make sure yu set this limit high enugh t accunt fr all the departments belw this ne. Three different types f limits can be specified: Incming & Outging - This limits the ttal number f calls int and ut f the department r its subdepartments. Incming - This limits the number f calls int this department r its sub-departments. Outging - This limits the number f calls ut f this department r its sub-departments. Fr each type f limit, calls can be: Blcked: n calls are permitted Limited t a specific number f calls Unlimited: any number f calls is permitted fr this department and its sub-departments, althugh calls may still be restricted by limits set n a department higher r lwer in the tree. T edit a Department's call limits: Click n the Department's name Select whether each call type is blcked, limited r unlimited If limited, specify the maximum number f calls f this type Click Apply POPP.cm, Inc. All rights reserved. Service r POPP Page 25 f 63 6/29/17

26 11.0. Call Lgs The Call Lgs page allws yu t dwnlad a reprt f all calls made t r frm lines in yur Business Grup within the last fur mnths. T dwnlad the reprt: Select the start date, either by clicking the icn and chsing frm the calendar, r by typing in the mnth, day and year fields. Start and end dates must be n mre than 30 days apart. Optinally select the end date in a similar way - if n end date is specified, all calls up t the present are included Optinally restrict the calls t a specific department and thse belw it by chsing it frm the department selectr Click Dwnlad Wait while the reprt dwnlads - sme files are large and take a while Chse where yu wuld like t save the reprt t Once yu have dwnladed the reprt, yu can pen it in a spreadsheet applicatin such as Micrsft Excel. The reprt includes the fllwing fields. Date that the call was made Time that the call was made Call Type. Indicates whether the call was between tw lines in yur Business Grup, frm an external line int yur Business Grup r frm a line in yur Business Grup t an external line: Intra BG (a statin t statin call) Terminating (a call int the business) Originating (a call frm the business) Calling number Calling extensin Calling Department Called Number Called Extensin Called Department Call Cnnected. Whether the call was answered. Duratin. The length f the call. Queuing Time. Hw lng the caller was waiting fr the call t be answered. Accunt Cde used t make the call (if applicable) Carrier Cde used t make the call (if applicable) Nte that if yu filter n department and yur department was recently renamed, yu will nly see calls that were made since the renaming. POPP.cm, Inc. All rights reserved. Service r POPP Page 26 f 63 6/29/17

27 12.0. Misc. Settings The Miscellaneus Settings page gives access t the Number Blcks and External Calls settings infrmatin. The Other Settings tab allws the setting f ther business grup-wide functins Number Blcks This tab shws any Number Blcks cnfigured fr the Business Grup. A Number Blck defines a range f directry numbers (DIDs) used fr Business Grup Lines in the Business Grup. The Number Blck cnfiguratin is read-nly and cannt be changed via the web. If yu wish t change the cnfiguratin f a Telephne Number Blck, please cntact POPP at Each rw in the table shws ne Number Blck. The first clumn is the range f numbers in the Number Blck. The secnd clumn in the table is the number f directry numbers in the Number Blck t which Business Grup Lines have been assigned. POPP.cm, Inc. All rights reserved. Service r POPP Page 27 f 63 6/29/17

28 12.2. External Calls This tab shws any limits n external calls, alng with the default carriers that are used when making calls. These settings are read-nly and cannt be changed via the web. If yu wish t change any f the settings, please cntact POPP at External calls can be ne f the fllwing: Unlimited: There is n limit n the number f cncurrent external calls, but there may be a limit n the number f incming r utging calls allwed. Limited: In this case the maximum number f cncurrent external calls is als shwn Nt permitted: Calls t and frm phne numbers utside f the Business Grup are nt permitted. Incming calls can be ne f the fllwing: Unlimited: There is n limit n the number f cncurrent incming external calls, but there may be a limit n the number f external calls allwed. Limited. In this case the maximum number f cncurrent incming calls is als shwn Nt permitted: Inbund calls frm phne numbers utside f the Business Grup are nt permitted. POPP.cm, Inc. All rights reserved. Service r POPP Page 28 f 63 6/29/17

29 Outging calls can be ne f the fllwing: Unlimited: There is n limit n the number f cncurrent utging external calls, but there may be a limit n the number f external calls allwed Limited. In this case the maximum number f cncurrent utging calls is als shwn Nt permitted: Outging calls t phne numbers utside f the Business Grup are nt permitted. Lcal Carrier Cde: This is a cde that identifies yur default lcal carrier. Lng Distance Carrier Cde: This is a cde that identifies yur default lng distance carrier. Internatinal Carrier Cde: This is a cde that identifies yur default internatinal carrier Other Settings This tab cntains a number f business grup wide settings. Restricted Subscriber Messaging T prevent the frwarding f vic messages t subscribers utside f the business grup, select this checkbx and click Apply. Use Internal Extensins T display business grup extensins rather than directry numbers when pssible, select this checkbx and click Apply. Internal Operatr Number T change the peratr number fr the business grup as a whle, enter the number yu want and click Apply. POPP.cm, Inc. All rights reserved. Service r POPP Page 29 f 63 6/29/17

30 13.0. Easy Attendant Intrductin t Easy Attendant Easy Attendant is an autmated receptinist service. When turned n, it answers yur calls autmatically, and ffers yur callers a list f ptins (a "menu") that yu define. Yu can allw yur callers t listen t messages (such as yur business hurs), t leave a message, r t be transferred t a real persn. Fr example: Welcme t Bb's Tires. We are pen fr business right nw. T hear directins t ur stre, press 1. T hear ur business hurs, press 2. If yu knw the extensin f the persn yu require, press 3. If yu wish, yu can ffer yur callers different menus depending upn whether yu are currently pen r nt. Fr example, when Bb's Tires is clsed, they might ffer this menu instead: Welcme t Bb's Tires. Unfrtunately we are currently clsed. T hear directins t ur stre, press 1. T hear ur business hurs, press 2. If yu wish t leave a message, press 3, and we will get back t yu as sn as pssible. Once yu have tld Easy Attendant the hurs and days that yu are pen, it will autmatically play callers the crrect menu depending n when they call Setting up Easy Attendant fr the first time Click n the Lines menu ptin, find the Easy Attendant phne number, and click n the Actins drp-dwn and select View individual settings t pen the Easy Attendant. Step 1. Chse whether t ffer yur callers different menus during business hurs and utside f business hurs. The first time yu cnfigure Easy Attendant, yu will be asked t make this chice. If yu have already been asked, and nw wish t change yur mind, see switching between schedule/single menu mdes befre yu fllw the rest f these instructins. Step 2. Optinally, Cnfigure a number t frward callers t while yur Easy Attendant is turned ff. If yu skip this step, then until yu have finished setting up the service, callers t yur Easy Attendant will be played a message saying that the number is unreachable. POPP.cm, Inc. All rights reserved. Service r POPP Page 30 f 63 6/29/17

31 Step 3. Cnfigure the menu (r menus) that yu wish t ffer yur callers. Step 4. If (in Step 3) yu chse t ffer the ptin t dial by extensin r name, cnfigure the extensins yur callers can dial. Step 5. If (in Step 1) yu chse t use different menus during business hurs and utside f business hurs, cnfigure yur business hurs. Step 6. Turn n Easy Attendant Cnfiguring yur Easy Attendant menu(s) Yur Easy Attendant menu cnfiguratin determines what ptins yur callers are ffered, and what annuncements they hear. If yu have chsen t ffer different ptins during business hurs and utside f business hurs, yu will need t cnfigure tw separate menus: yur "Business Hurs Menu" and yur "Nn-Business Hurs Menu". If yu have chsen t ffer the same ptins at all times, yu will need t cnfigure a single "Easy Attendant Menu". In each case, yu can select the menu r menus yu need t cnfigure using the crrespnding tabs at the tp f yur Easy Attendant page. The cnfiguratin fr an Easy Attendant menu cnsists f the fllwing. An initial greeting that yu must recrd. This is the first thing that callers hear when yur Easy Attendant answers the call. This initial greeting welcmes yur callers, and tells them what ptins are available -- fr example: "Welcme t Bb's Tires. We are pen fr business right nw. T hear directins t ur stre, press 1. T hear ur business hurs, press 2. If yu knw the extensin f the persn yu require, press 3. Details f what shuld happen when a caller selects a particular ptin. Fr example, as part f setting up the Easy Attendant fr Bb's Tires, yu wuld cnfigure key 1 t play an annuncement and then recrd the annuncement giving directins t the stre. The fllwing instructins describe hw t set up yur Easy Attendant menu. If yu have separate business and nn-business hur menus, yu will need t repeat these steps fr each f them. Step 1. Navigate t the menu cnfiguratin screen by clicking n the apprpriate tab (as described abve). Step 2. Cnfigure the ptins that yu want t ffer t yur callers. The menu cnfiguratin screen lists the keys 1-9. Alngside each key, yu will see a drpdwn bx, which yu can use t select what will happen when a caller presses that number n their telephne. Fr each ptin that yu wish t ffer yur callers, decide which key they will press t access it, and select the apprpriate ptin frm the crrespnding drpdwn. Fr example, if yu want t play an annuncement describing yur business hurs when a caller presses 2, yu wuld assign key 2 t "Play Annuncement". POPP.cm, Inc. All rights reserved. Service r POPP Page 31 f 63 6/29/17

32 Fr each key, yu can chse frm the fllwing ptins. "Unassigned". If a caller presses this key, they will be tld that the ptin is nt recgnized. "Play Annuncement". If a caller presses this key, they will be played a message that yu have recrded. If yu assign a key t "Play annuncement" yu must als recrd the annuncement yu want t play, either by clicking n the recrd that appears t the right f the drpdwn, r by dialing the apprpriate service access number frm yur telephne. See recrding annuncements. "Transfer t Phne". If a caller presses this key, they are transferred t a phne number f yur chice. Fr example, yu might want t allw callers t "press 4 t speak t a sales representative". Yu must als enter the phne number yu wish t transfer t in the bx that will appear t the right f the drpdwn. Enter the 10-digit phne number. "Dial by Extensin". If a caller presses this key, they can chse wh they want t speak t within yur rganizatin by dialing an extensin number. If yu assign a key t dial by extensin, yu must als d the fllwing. Define the set f extensins that yur callers can enter and the phne numbers that each will transfer t. Nte: d nt attempt t d this until yu have finished cnfiguring yur menu, and have applied yur changes in step 4. "Dial by Name". If a caller presses this key, they can chse wh they want t speak t within yur rganizatin by dialing their name. If yu assign a key t dial by name, yu must als d bth f the fllwing. Define the set f extensins that yur callers can enter, their names and the phne numbers that each will transfer t. Nte: d nt attempt t d this until yu have finished cnfiguring yur menu, and have applied yur changes in step 4. Give yur callers suitable instructins as part f yur greeting (which yu will recrd in step 3 belw). Fr example, if yu assign key 4 t dial by name, then yur initial greeting shuld include wrding similar t: "if yu knw the name f the persn yu require, press 4, and then enter the name fllwed by the pund key." "Transfer t vic ". If a caller presses this key, they will be transferred directly t a vice mailbx f yur chice and invited t leave a message. Fr example, yu might want t allw callers t "press 5 t leave a message fr a member f ur sales team". Yu must als enter the phne number f the mailbx yu wish t transfer t in the bx that will appear t the right f the drpdwn. The number yu enter must be the 10 digit phne number f a mailbx n this system. Step 3. Recrd yur initial greeting either by clicking n recrd in the "Recrd initial greeting" panel, r by dialing the apprpriate service access number frm yur telephne. See recrding annuncements. Yur initial greeting shuld describe all f the ptins that yur callers can select - s it shuld mentin each key that yu have set t smething ther than "unassigned" in step 2. Step 4. Apply the changes yu have made t yur menu cnfiguratin by clicking n the Apply buttn at the bttm f the screen. After yu have set up yur cnfiguratin, yu can change it at any time by reassigning keys r updating annuncements. If yu change the ptins that yu ffer t yur callers, remember t re-recrd yur initial greeting as well! POPP.cm, Inc. All rights reserved. Service r POPP Page 32 f 63 6/29/17

33 13.4. Cnfiguring the extensins callers can dial If yu have chsen t ffer yur callers a "dial by extensin" r "dial by name" ptin, then yu can cnfigure the set f extensins they can dial in tw ways: Business Grup Extensins Business Grup extensins are the list f lines within yur Business Grup. A list f all extensins in yur Business Grup is displayed in the "Business Grup Extensins" tab. Yu can cnfigure which extensins are expsed t callers as fllws: Fr each extensin, yu can select whether r nt t include it in the list available t callers. Any new lines added t the Business Grup will autmatically be included in r excluded frm the set available t callers, based n the "Autmatically include new extensins as they are added t the Business Grup" setting. Lines available within the Business Grup which are available t callers appear in bld. Any available line will autmatically be available t any Dial by Extensin r Dial by Name actins. T include selected lines in Dial by Name actins, yu need t make sure that a name recrding is available fr that line. The name recrding can cme frm ne f tw places: Yu may recrd r uplad a name recrding by clicking n the "recrd" link fr the line. If the line already has a name recrded fr vic , then this can be used as the name recrding fr callers. Lines with n name recrded have a red "recrd" link displayed which allws yu t recrd a Business Grup name recrding fr that line. Lines using the vic spken name have a green "verride" link displayed. This link allws yu t recrd a Business Grup name recrding fr the line t be used in preference t the vic name recrding. POPP.cm, Inc. All rights reserved. Service r POPP Page 33 f 63 6/29/17

34 Lines with a Business Grup spken name recrded have a green "listen/change" link displayed, allwing yu t listen t yur current recrding and delete it r replace it with a new recrding. If a given line has bth name recrdings available, then the ne yu have recrded fr use in this business grup will be used in preference. Ex: if yu want t say thank yu fr calling the sales department, please leave a message instead f saying the vic wner s name Additinal Extensins T use additinal extensins, yu must define the set f extensins which callers can dial. Fr each extensin yu must specify the 4-digit extensin number, the extensin's name and the phne number that yur caller shuld be transferred t if they dial this extensin. T cnfigure yur extensins click n the Additinal Extensins tab at the tp f the Easy Attendant page. T add a new extensin, click n the "Add Extensin" buttn. Yu will then be prmpted fr the fllwing. Extensin. This is the 4-digit extensin number that yur callers will dial. It must nt be the same as any ther extensins yu have already cnfigured. Name. This is the name that yur callers will dial. Bth the first and last name must cntain at least 2 dialable characters. Telephne Number. This is the 10-digit number that callers will be transferred t if they dial this extensin Yu will als be prmpted t recrd a spken name fr this extensin. This is played t callers if they enter a name that is nt unique t allw them t refine their search. Fr example, if there are tw extensins called "Jhn" and the caller enters "Jhn", they hear the full names f bth the extensins and can chse between them. Extensins that dn't have a spken name recrded can't be reached by "dial by name" ptins. Nte: refer t the sectin Recrding a message fr mre infrmatin. T delete existing extensins, select the check bx alngside the extensin yu wish t delete, and then click n the "Delete Selected" buttn. POPP.cm, Inc. All rights reserved. Service r POPP Page 34 f 63 6/29/17

35 13.5. Cnfiguring yur business hurs If yu have chsen t ffer yur callers different ptins during business hurs and utside f business hurs, yu must cnfigure a business hurs schedule. This tells Easy Attendant what yur business hurs are, s that it can autmatically ffer callers the crrect menu based n when they are calling. T cnfigure yur schedule, navigate t the Schedule tab at the tp f the Easy Attendant page. There are tw parts t cnfiguring yur schedule. Cnfigure yur nrmal business hurs, fr each day frm Mnday t Sunday. T d this, simply "clr in" the grid with the hurs that yu wrk by clicking n the apprpriate cells (in 15 min. increments). Clicking n a cell in the grid tggles it between business hurs and nn-business hurs. Yu can change several cells at nce by clicking and dragging. Cnfigure any special ne-ff dates when yur business will be clsed. T d this, click n the buttn t bring up the calendar cntrl, and select dates when yu will be clsed by clicking n them. If yu always clse n public hlidays, yu can easily select all f these by clicking n the "Add public hlidays" buttn. When yu have finished, click n "Apply" t save yur changes. POPP.cm, Inc. All rights reserved. Service r POPP Page 35 f 63 6/29/17

36 13.6. Turning Easy Attendant n/ff T turn yur Easy Attendant n r ff, navigate t the Main tab at the tp f the Easy Attendant page, and click n the buttn labeled Turn ON r Turn OFF. When yur Easy Attendant is turned ff, callers will either be played an annuncement telling them that the number is unreachable, r frwarded t a number f yur chice. Many users will leave their Easy Attendant turned n all f the time, but (depending upn hw Easy Attendant has been deplyed) yu may, fr example, wish t turn Easy Attendant ff during the day and frward yur callers directly t a live receptinist instead Frwarding calls when Easy Attendant is turned ff When yur Easy Attendant is turned ff, yu can chse either fr callers t: Hear a message telling them that the number is unreachable Be frwarded t an alternative number T change this setting, yur Easy Attendant must first be turned ff. The text at the tp f the Main Easy Attendant tab will then read either "Yur Easy Attendant is currently OFF and callers will be tld that this number is unreachable", r "Yur Easy Attendant is currently OFF and callers are being frwarded t [nnnnnn-nnnn]". T change the current setting, click n the link included in this message Switching between schedule/single menu mdes Easy Attendant has tw different mdes. Schedule mde. In schedule mde yu set up tw separate menus -- ne fr use during business hurs, and ne fr utside f business hurs. The system then autmatically plays the crrect menu t a caller depending n when they call. Fr example, during business hurs yu might want t ffer yur callers a chice f peple t speak t. Outside f ffice hurs, yu might instead want t ffer the ptin f leaving a message. Single menu mde. In single menu mde, yu set up just ne menu. All callers will hear the same menu regardless f the time f day. Yu can switch between these mdes at any time. When yur Easy Attendant is turned ff, callers will either be played an annuncement telling them that the number is unreachable, r frwarded t a number f yur chice. Many users will leave their Easy Attendant turned n all f the time, but (depending upn hw Easy Attendant has been deplyed) yu may, fr example, wish t turn Easy Attendant ff during the day and frward yur callers directly t a live receptinist instead. POPP.cm, Inc. All rights reserved. Service r POPP Page 36 f 63 6/29/17

37 Switching frm single menu mde t schedule mde Navigate t the Main tab at the tp f the Easy Attendant page. If Easy Attendant is currently turned n, yu must turn it ff (by clicking n the "Turn OFF" buttn) befre prceeding. The service will be turned ff fr a while as yu set up yur new cnfiguratin, s yu may wish t frward callers t an alternative number while yu carry ut the rest f this prcedure. Click n the "Switch t using a schedule" link. In schedule mde, yu will have tw separate menus - ne fr use during business hurs and ne fr during nn-business hurs. If yu have already defined a menu (when running in single menu mde) yu can keep this and use it as the starting pint fr ne f the tw menus yu will be using frm nw n. Yu can f curse subsequently change it if required. Yu are nw running in schedule mde. Befre yu can turn Easy Attendant n again, yu must cnfigure yur business hurs menu, yur nn-business hurs menu and yur schedule. This is very similar t setting up Easy Attendant fr the first time, except that yu may already have sme cnfiguratin fr ne f yur menus. Switching frm schedule mde t single menu mde Warning: in schedule mde, yu have tw separate menus -- ne fr use during business hurs and ne fr use during nn-business hurs. Switching t single menu mde will cause ne f these menus t be permanently deleted (yu can chse which ne yu wish t keep). Switching t single menu mde will als permanently delete any business hurs schedule yu have cnfigured. If yu subsequently wish t return t schedule mde, yu will need t set these up again. Navigate t the Main tab at the tp f the Easy Attendant page. Yu may wish t turn Easy Attendant ff, and ptinally frward callers t an alternative number while yu carry ut the rest f this prcedure. Click n the "Switch t using a single menu" link. If yu had previusly set up bth yur business hurs menu and yur nn-business hurs menu, yu will be asked which ne yu wish t keep. The ther menu is permanently deleted. POPP.cm, Inc. All rights reserved. Service r POPP Page 37 f 63 6/29/17

38 13.9. Recrding annuncements fr yur initial greeting When using Easy Attendant, all messages that are played t yur callers must be recrded by yu in advance. At the very least, this requires yu t recrd an initial greeting, but yu may als wish t recrd a number f ther annuncements giving yur callers infrmatin such as yur business hurs. See cnfiguring yur Easy Attendant menus. If yur cmputer has a sund card and micrphne, yu can use these t recrd yur messages directly frm the Easy Attendant cnfiguratin pages. If yur cmputer des nt have a micrphne built in, yu may plug a micrphne int yur cmputer t allw yu t recrd yur Easy Attendant messages. Recrding messages directly frm yur cmputer Anywhere yu see recrd yu can click n the link t bring up the annuncement recrding cntrl. This allws yu t recrd yur message directly via yur cmputer's micrphne. Once yu have recrded a message, the recrd will change t listen/change. Clicking n this will again bring up the annuncement recrding cntrl, which will enable yu t play back, and if yu wish, verwrite yur recrding. Nte: refer t the sectin recrding a message fr mre infrmatin. Recrding a message A number f cntrls are prvided fr recrding yur message. When yu first attempt t recrd a message, an "Adbe Flash Player Settings" verlay will appear. Ensure that the "Allw" radi buttn is selected, and if yu d nt wish t be shwn these settings in future click n the "Remember" checkbx. POPP.cm, Inc. All rights reserved. Service r POPP Page 38 f 63 6/29/17

39 T recrd a message yu need t carry ut the fllwing steps. When yu are ready t recrd yur message, click n the buttn. Read yur message int yur micrphne, and when yu have finished, click n the buttn. Playback yur message t check that it has recrded crrectly by clicking n the buttn. If yu want t stp the playback, click n. If there is a prblem with the recrding, e.g. yu cannt hear it, r it is very quiet, see the sectin n trubleshting belw. If yu are nt happy with yur message cntent, then recrd a new message by clicking n the recrd buttn again. This will verwrite yur previus message Phne Access Using the telephne interface yu can recrd and listen t yur Aut Attendant greeting(s). T access the telephne interface fr Aut Attendant, dial frm yur telephne and enter: Yur Aut Attendant phne number (prvided by POPP) Yur 4-digit PIN (default PIN is 7677) Trubleshting I have recrded my message, but when I try t play it back I cannt hear anything Check yu have actually recrded smething. The length f the current recrding is shwn as e.g. 0:01:35 (1 minute and 35 secnds). If the current recrding length is 0 r much lwer than expected then try recrding yur message again. Check that playback vlume is turned up high enugh. Vlume can be adjusted using the vlume slider described abve. Try re-recrding the message, and as yu are recrding, watch the lights n the player. If n lights appear, r nly ne r tw appear, then check the fllwing. Increase the gain f yur micrphne by clicking n nearer t the tp end. and mving the gain cntrl Click n the icn t bring up the "Adbe Flash Player Settings" and make sure that the Allw ptin is selected. Click n the micrphne icn at the bttm f this settings bx and check that the crrect micrphne is selected in the drpdwn, and that the recrd vlume is turned up. If yu are using an external micrphne, check that this is plugged in crrectly. If this still desn't slve the prblem, then it may be that yur micrphne has been muted by the perating system (e.g. Windws) - refer t yur perating system help fr further infrmatin. POPP.cm, Inc. All rights reserved. Service r POPP Page 39 f 63 6/29/17

40 If several green lights appear cnsistently while recrding yur message, then it is likely that yur message has recrded crrectly and the prblem is ccurring when playing it back. If yu are using external speakers, check that these are plugged in crrectly and turned n. If this des nt reslve the prblem, then it may be that yur speaker has been muted by the perating system (e.g. Windws) - refer t yur perating system help fr further infrmatin. I have recrded my message, but when I try t play it back it is distrted This may be because yur micrphne gain is set t high. Reduce the gain by clicking n and mving the gain cntrl nearer t the bttm Premium Attendant Intrductin t Premium Attendant Premium Attendant is a self-managed autmated attendant receptinist service allwing yu t cnfigure a flexible set f menus fr callers t yur business. When turned n, it answers yur calls autmatically, and ffers yur callers a list f ptins (a "menu") that yu define. Yu can allw yur callers t listen t messages (such as yur business hurs), t leave a message, r t be transferred t a live persn. Fr example: Welcme t Bb's Tires. We are pen fr business right nw. T hear directins t ur stre, press 1. T hear ur business hurs, press 2. If yu knw the extensin f the persn yu require, press 3. If yu knw the name f the persn yu require, press 4, and then enter their name fllwed by the pund key. Yu can create different menus fr different times f the day and week that play accrding t the pre-defined schedules that yu have created. Welcme t Bb's Tires. Unfrtunately we are currently clsed. T hear directins t ur stre, press 1. T hear ur business hurs, press 2. If yu wish t leave a message, press 3, and we will get back t yu as sn as pssible. Once yu have set up Premium Attendant with these schedules and menus and recrded the necessary annuncements, it will autmatically play the crrect menu fr callers depending n when they call. POPP.cm, Inc. All rights reserved. Service r POPP Page 40 f 63 6/29/17

41 14.2. Setting up Premium Attendant fr the first time Click n the Lines menu ptin, find the Premium Attendant phne number, and click n the Actins drpdwn and select View individual settings t pen the Easy Attendant. Yu may find it helpful t map ut yur Premium Attendant menu and schedule perid structure n paper first, particularly if yu will have several schedule perids and cmplex menu ptins. Yu shuld refer t Wrking with the Premium Attendant interface fr a descriptin f the cmmn behavir f aspects f this interface. T set up yur Premium Attendant, yu shuld take the fllwing steps. Step 1. Cnfigure yur Premium Attendant schedule perids by ging t the Schedule tab and adding new perids. Step 2. Optinally, Cnfigure a number t frward callers t when yur Premium Attendant is turned ff. If yu skip this step, until yu have finished setting up the service, callers t yur Premium Attendant will be played a message saying that the number is unreachable. Step 3. Cnfigure the menus that yu wish t ffer yur callers during the different schedule perids that yu have just created. Step 4. Recrd the annuncements that yur caller will hear fr the menu ptins that require them. Step 5. If (in Step 3) yu chse t ffer the ptin t use Dial by Extensin, Dial by Name, Vic by Extensin r Vic by Name, cnfigure the extensins yur callers can dial. Step 6. Use the Advanced Settings tab if yu wish t change the default settings fr the keys used in yur menus r the way in which Premium Attendant handles caller errr. Step 7. Turn n Premium Attendant. POPP.cm, Inc. All rights reserved. Service r POPP Page 41 f 63 6/29/17

42 14.3. Wrking with the Premium Attendant interface The Schedule, Menus and Annuncements tabs in the Premium Attendant interface have a yellw intrductin-style panel that yu will see the first time yu access the tab. This utlines the basic tasks that yu need t undertake under this tab t set up yur Premium Attendant. On the Schedule tab, this is the nly time yu will be able t see this infrmatin - as sn as yu save smething n the page, it is nt pssible t return t seeing the first time hint. On the Menus and Annuncements tabs yu will cntinue t see the intrductry panel whenever yu delete the last menu r annuncement. The Extensins tab displays helpful infrmatin n setting up extensins whenever there are n extensins. The fllwing principles apply t wrking with the pages under the Schedule, Menus, Annuncements and Extensins tabs. If there are existing items already created, upn first visiting each f these pages: if the link frm the main tab is used, the current wrking hurs menu is selected, therwise the first item alphabetically is selected the buttns 'Add...' and 'Delete...' are enabled clicking n 'Add...' brings up an empty cnfiguratin allwing yu t create a new schedule, menu, annuncement r extensin where present, the search bx can be used t find an existing item by typing in: all r part f the name n the Schedule and Menus tab all r part f the ID, name r descriptin n the Annuncements tab all r part f the extensin number, name r descriptin n the Extensins tab As sn as yu make an edit n a page: 'Apply' and 'Cancel' buttns becme enabled POPP.cm, Inc. All rights reserved. Service r POPP Page 42 f 63 6/29/17

43 'Add...' and 'Delete...' buttns becme disabled the search bx becmes grayed ut and unusable any attempt t switch menus r navigate t anther tab withut applying r cancelling yur changes, results in a pp-up warning yu that there are uncmmitted changes n the current tab. Names and descriptins Each element f Premium Attendant (schedules, menus, annuncements, recrdings) has a name and descriptin, that yu will be prmpted t enter in a pp-up verlay that appears nce any 'Add new' buttn is clicked. Name can be up t 40 characters lng. The name can be changed later. Changing the name causes the links between menus t be autmatically updated. The name f each element must be unique. Descriptin can be up t 256 characters lng. The descriptin can subsequently be edited. The name and descriptin are nt saved by clicking n "OK" t clse the pp-up after entering the required text, but are saved when yu click n 'Apply' n the main page. Hvering ver an item nce it is selected shws a tltip including its name r descriptin. Errr icns The Premium Attendant interface uses the fllwing errr messages and icns t alert yu t an incrrect r missing cnfiguratin. These are prduced n page lad, and are nt updated dynamically. The Main tab has a Service Status panel that states yur current schedule perid and the menu that callers will hear. It als reprts if yu have errrs in any menus, r ne r mre annuncements is missing audi. The Schedule and Menus pages use a banner line t reprt any errrs. The fllwing icns are used t indicate incrrect r incmplete cnfiguratin errr icn warning icn If there are any errrs in yur cnfiguratin, yu will be warned against turning n Premium Attendant, and in sme cases this will be prhibited Cnfiguring yur Premium Attendant schedule perids Yu can cnfigure up t ten Premium Attendant schedule perids (including at all ther times and special days perids). Fr example, yu might create ne schedule fr yur nrmal wrking hurs, a secnd schedule t cver the lunch perid and an all ther hurs schedule fr when yur business is clsed. Yu can create a separate menu fr each f the schedules that yu define. T create a new schedule: If this is the first time yu have pened the Schedule tab, yu can click n the links t either use a blank schedule r an example schedule as the basis fr yur new schedule. At all ther times, use the 'Add new perid' buttn t create a new schedule. Yu will see a warning pp-up if yu attempt t add a new perid nce yu have cnfigured the maximum number f schedule perids. Yu will be prmpted t give the new schedule a unique name, and a descriptin. POPP.cm, Inc. All rights reserved. Service r POPP Page 43 f 63 6/29/17

44 Fr each schedule that yu create, yu shuld cnfigure the hurs, fr each day frm Mnday t Sunday, when this schedule shuld apply. Yu d this by "clring in" the grid by clicking n the apprpriate cells. Yu can change several cells at nce by clicking and dragging. Each schedule perid is shwn in a different clr. Each schedule must have an assciated menu befre yu can turn yur Premium Attendant n. Yu can either chse an existing menu frm the drpdwn list r use the 'create new menu' ptin t add a new ne. If yu select 'create new menu' yu will then be prmpted t enter a unique name and a descriptin fr the menu. Yu can nly use this ptin if yur Premium Attendant is turned ff. Yu will cnfigure this menu and its annuncements later in the set-up prcess. Once yu have created them, these schedules are shwn in alphabetical rder in the Perids panel n the Schedules tab. If there are any errrs in any f these schedules, yu will see a icn alngside the schedule name. Yu can subsequently edit a schedule by selecting it, making yur required changes, and then clicking n the Apply buttn t save yur updated schedule. There are tw schedule perids already created in this list t cver 'at all ther times' and 'special days'. The 'all ther times' schedule is used at the times that are nt defined in any f yur ther schedules. This schedule is always the secnd t last schedule in the list, and is clred in white. The special days schedule cvers public hlidays and ther special ne-ff days when yur business is clsed. This schedule is always the last schedule in the list, and is clred in black. Yu shuld select this schedule and use the calendar t cnfigure any special ne-ff dates t be included in this schedule. If yu always clse n public hlidays, yu can easily select all f the public hlidays fr yur lcale by clicking n the 'Add public hlidays' buttn. When yu have finished editing the schedule, click n 'Apply' t save yur changes. On first use, these schedules will be shwn as having errrs until yu have specified the wrking hurs menu that yu wish t assciate with each f these schedules. Yu will nt be able t turn Premium Attendant n until yu have selected these menus and created the necessary annuncements. These tw schedules cannt be deleted r renamed. Switching between schedule perids If yur Premium Attendant is turned n, yu can nly switch frm ne perid t anther if the currently selected perid has n errrs in its menu selectin. POPP.cm, Inc. All rights reserved. Service r POPP Page 44 f 63 6/29/17

45 14.5. Cnfiguring yur Premium Attendant menu(s) Yur Premium Attendant menu cnfiguratin determines what ptins yur callers are ffered, and what annuncements they hear. The fllwing instructins describe hw t set up and edit yur Premium Attendant menus. Yu will need t repeat these steps fr each f the menus that yu need t create. Frm the Menu page, yu shuld use the fllwing tabs t set up and edit yur Premium Attendant menus. The list f existing menus will always be visible in the left-hand panel f the screen - yu shuld ensure that yu have the crrect menu selected befre making any changes using the fllwing tabs. Step 1. Use the General tab t add a new menu, r edit r delete a menu nce yu have selected it in the list n the left-hand side f the page. Step 2. Use the Keys tab t assign actins t the keys that a caller can press t navigate the menu Step 3. Use the Timeut tab if yu wish t verride the default timeut behavir fr this menu Step 4. If yu are editing r deleting an existing menu, use the Reference tab if yu want t see if any ther menus r perids make reference t this menu. General tab Use the General tab t cnfigure the menus t be assciated with different schedule perids. Existing menus are listed n the left-hand side f the screen, and an icn will be shwn alngside any menus that have errrs. The General tab will display a message if a selected menu has errrs r warnings and all menus that cntain errrs r warnings will have an icn alngside their name indicating this. These will be dismissed nce these errrs are fixed r the warnings reslved, and 'Apply' has been clicked t save the changes. Navigate t the General tab by clicking n the Menu tab in Premium Attendant. T add a new menu, click n the Add new menu buttn. Yu will then be prmpted t add a unique name and a descriptin fr this menu. Yu must specify the menu annuncement t be used fr this menu using the drp-dwn bx. Yu can either chse an existing menu annuncement r pt t create a new ne fr this menu. Yu will recrd this annuncement later in the set-up prcess. T edit an existing menu, yu shuld select the menu that yu want t edit frm the list n the left-hand side f the page The menu list in the left hand panel can be up t 150 menus lng, s yu can use the Search facility t enter part r all f the name in rder t find the menu yu wish t edit mre easily. T delete a menu, select the menu frm the list n the left-hand side, and click n the Delete buttn. Yu will see a pp-up asking fr cnfirmatin that yu wish t delete it. Yu will als see a pp-up warning if this menu is referenced by anther menu r perid. If yur Premium Attendant is turned n, yu cannt delete a menu that is referenced by a perid. If yu attempt t delete a referenced menu, a pp-up will indicate which f yur perid(s) use this menu. Yu will need t change the menu assciated with these schedule perid(s) befre yu can delete the menu yu have currently chsen t delete. POPP.cm, Inc. All rights reserved. Service r POPP Page 45 f 63 6/29/17

46 Keys Tab Yu shuld use the Keys tab t specify what shuld happen when a caller selects a particular ptin frm yur menu. Step 1. Navigate t the Keys tab by clicking n the Menu tab in Premium Attendant (as described abve). Step 2. Ensure that the crrect menu is selected n the left-hand side f the screen. Step 3 Cnfigure the ptins that yu want t ffer t yur callers n the selected menu. The screen lists the keys 1-9, 0, # and *. Alngside each key, yu will see a drp-dwn bx, which yu can use t select what will happen when a caller presses that key n their telephne while in this particular menu. Fr each ptin that yu wish t ffer yur callers, decide which key they will press t access it, and select the apprpriate ptin frm the crrespnding drp-dwn. Fr example, if yu want t play an annuncement describing yur business hurs when a caller presses 1, yu wuld assign key 1 t 'Annuncement-return'. Chsing an actin frm the drp-dwn bx dynamically brings up any details that need t be cmpleted in the next clumn: in the abve example, yu wuld need t enter the name f the annuncement t be used. The screen will use an icn alngside a key assignment t indicate if there are any cnfiguratin errrs, fr example because an annuncement is missing audi. Fr each key yu can chse frm the fllwing ptins. 'Use default'. If a caller presses this key, they experience the glbal key cnfiguratin fr this event (set using the Advanced tab). This ptin is selected by default fr all keys n new menus. If yu select this ptin fr a key, the default value will be shwn in the next clumn as a link t the Default keys page n the Advanced Settings page. Yu can change the default behavir f these keys as described in Advanced Settings. If the default value is 'D Nthing', a caller will be tld that the ptin is nt recgnized if they press this key. 'Transfer t Phne'. If a caller presses this key, they are transferred t a phne number f yur chice. Fr example, yu might want t allw callers t "press 4 t speak t a sales representative". Yu must als enter the 10-digit phne number yu wish t transfer t in the bx that will appear t the right f the drp-dwn. 'Transfer t Vic '. If a caller presses this key, they will be transferred directly t a vice mailbx f yur chice and invited t leave a message. Fr example, yu might want t allw callers t "press 5 t leave a message fr a member f ur sales team". Yu must enter the 10-digit phne number f the mailbx yu wish t transfer t in the bx that will appear t the right f the drpdwn. 'Dial by Extensin'. If a caller presses this key, they can chse wh they want t speak t within yur rganizatin by dialing an extensin number. If yu assign a key t Dial by Extensin, yu must als d the fllwing. Define the set f extensins that yur callers can enter and the phne numbers that each will transfer t. Nte: d nt attempt t d this until yu have finished cnfiguring yur menu, and have applied yur changes in step 4. 'Dial by Name'. If a caller presses this key, they can chse wh they want t speak t within yur rganizatin by dialing their name. If yu assign a key t Dial by Name, yu must als d bth f the fllwing. Define the set f extensins that yur callers can enter, their names and the phne numbers that each will transfer t. Nte: d nt attempt t d this until yu have finished cnfiguring yur menu, and have applied yur changes in step 4. POPP.cm, Inc. All rights reserved. Service r POPP Page 46 f 63 6/29/17

47 Give yur callers suitable instructins as part f yur menu annuncement. Fr example, if yu assign key 4 t Dial by Name, then yur menu annuncement shuld include wrding similar t: "if yu knw the name f the persn yu require, press 4, and then enter the name fllwed by the pund key." 'Vic by Extensin'. If a caller presses this key, after entering the required extensin number, they are transferred directly t a MetaSphere mailbx withut ringing the subscriber's telephne. Yu will see a pp-up if yu enter a number that desn't have a mailbx. If yu assign a key t Vic by Extensin, yu must als d bth f the fllwing. Define the set f extensins that yur callers can enter and the phne numbers that each will transfer t. Nte: d nt attempt t d this until yu have finished cnfiguring yur menu, and have applied yur changes in step 4. Give yur callers suitable instructins as part f yur menu annuncement. Fr example, if yu assign key 4 t Vic by Extensin, then yur menu annuncement shuld include wrding similar t: "if yu knw the extensin f the persn yu wish t leave a message fr, press 4, and then enter the extensin fllwed by the pund key." 'Vic by Name'. If a caller presses this key, after entering the required name, they are transferred directly t a MetaSphere mailbx withut ringing the subscriber's telephne. Yu will see a pp-up if yu enter a name that desn't have a mailbx. If yu assign a key t Vic by Name, yu must als d bth f the fllwing. Define the set f extensins that yur callers can enter, their names and the phne numbers that each will transfer t. Nte: d nt attempt t d this until yu have finished cnfiguring yur menu, and have applied yur changes in step 4. Give yur callers suitable instructins as part f the annuncement. Fr example, if yu assign key 4 t Vic by Name, then yur annuncement shuld include wrding similar t: "if yu knw the name f the persn yu wish t leave a message fr, press 4, and then enter the name fllwed by the pund key." 'Intercept Mailbx'. If a caller presses this key, they are transferred t the mailbx cnfigured glbally fr Premium Attendant. The phne number fr this mailbx is cnfigured using the Advanced, Other Settings tab. 'G t Menu'. If a caller presses this key, they are transferred t anther Premium Attendant menu. Yu shuld select the menu frm the drpdwn bx r chse 'create new menu', entering a unique name and descriptin fr this menu in the pp-up that will appear. If yu subsequently delete the menu linked t n this key, the drpdwn will display 'Select menu' and the key actin will be marked with an errr. 'Return t Previus Menu'. If a caller presses this key, they are returned t the previus menu. If there is n 'previus menu' t return t, Premium Attendant will simply replay the current menu. 'Replay Menu'. If a caller presses this key, Premium Attendant replays the current menu. 'Annuncement - Return'. If the caller presses this key, they will hear an annuncement and then be returned t the menu. Yu shuld use the drp dwn bx t select the annuncement t use, r create a new ne. 'Annuncement Hang-up'. If the caller presses this key, they will hear an annuncement and Premium Attendant will then hang up the call. Yu shuld use the drp dwn bx t select the annuncement t use, r create a new ne. 'Hang-up'. If a caller presses this key, Premium Attendant hangs up the call withut playing an annuncement. Step 4. Apply the changes yu have made t yur menu cnfiguratin by clicking n the 'Apply' buttn at the bttm f the screen. POPP.cm, Inc. All rights reserved. Service r POPP Page 47 f 63 6/29/17

48 After yu have set up yur menu cnfiguratin, yu can change it at any time by reassigning keys r updating annuncements. If yu change the ptins that yu ffer t yur callers, remember t re-recrd yur business hurs annuncement as well! Timeut ptins If yu want t change the timeut behavir n an individual menu, use the Timeut tab t verride the default timeut behavir fr all yur Premium Attendant menus (set under the Advanced tab). Navigate t the Timeut tab by clicking n the Menu tab in Premium Attendant. Select the menu frm the list n the left-hand side. Set the new timeut duratin in the drp-dwn bx. Yu can enter any value between 0 and 10. Specify the actin t be taken if a caller fails t press a key r t select a valid extensin r name t transfer t within this time. References The References tab shws which menus and schedule perids make reference t the menu currently selected n the left-hand side. T check if a menu is referred t by anther menu r schedule: Navigate t the References tab by clicking n the Menu tab in Premium Attendant. Select the menu yu want t check the references fr. Yu will then see a list f all the menus and schedule perids that use this menu. Yu can click n these links t g t these menus and schedules, fr example if yu want t change the menu that these reference. If there are n references, yu will see the message 'This menu is nt referenced'. This feature is useful if yu want t delete a menu, as yu can nly d this if the menu is nt referenced by any menus r schedule perids. POPP.cm, Inc. All rights reserved. Service r POPP Page 48 f 63 6/29/17

49 14.6. Creating annuncements fr yur Premium Attendant menu(s) The Annuncements tab lists all f the annuncements that yu have already created when setting up yur menu cnfiguratin, and uses icns t indicate the status f each ne. As this list can be up t 300 items lng, yu can use the search bx t find the annuncement(s) yu wish t wrk with, by typing in all r part f either the name r descriptin, r using the recrding ID number. Nte that the list f annuncements cntains nly thse fr which the recrding can be changed. There are als system annuncements, fr instance the annuncement played when the user presses an invalid key, which cannt be changed r listened t via the web interface. The icns n the left hand side are used as fllws: - indicates that a recrding exists fr this annuncement. Clicking n the icn plays the annuncement - indicates that a recrding des nt exist fr this annuncement. The icns n the right hand side indicate the fllwing states: annuncement is referenced by ne r mre menus annuncement is nt referenced by a menu annuncement is referenced by a menu but des nt have a recrding. T create a new annuncement: Click n the 'Add new annuncement' buttn. Enter a unique name and descriptin in the pp-up verlay that will appear. This will als launch the Recrding verlay t enable yu t recrd the annuncement. Yu can either d that nw fllwing the instructins in Recrding annuncements r clse the verlay and recrd the annuncement at a later stage. T delete an annuncement: Select it by checking the checkbx n the far left-hand side f the annuncement. Click n 'Delete'. Yu can use the checkbx in the title bar t select all the annuncements if yu wish t delete them all. Nte that if yu check the checkbx in the title bar, and then d a search t filter the annuncements list and then click n 'Delete', yu will delete all the annuncements and nt just thse shwn. If yu attempt t delete an annuncement that is still referenced by a menu, yu will see a warning ppup asking yu t cnfirm r cancel the peratin. Yu cannt delete a menu annuncement if this menu is used by any f yur schedule perids. In this case, Premium Attendant will display a pp-up t indicate this and the selected annuncement(s) will nt be deleted. Yu can use the 'Dwnlad recrding reprt' buttn t generate a CSV frmat list f all yur annuncements that will shw the number, name and descriptin f each annuncement, plus whether audi is present and POPP.cm, Inc. All rights reserved. Service r POPP Page 49 f 63 6/29/17

50 whether it is referenced by an existing menu. This prcess may take several minutes if yu have a large number f annuncements. Clicking n any part f the details fr an annuncement n this page brings up the recrding verlay Recrding annuncements When using Premium Attendant, all messages that are played t yur callers must be recrded by yu in advance. See Cnfiguring yur Premium Attendant menus Premium Attendant ffers tw ways t recrd yur messages: If yur cmputer has a sund card and micrphne, yu can use these t recrd yur messages directly frm the Premium Attendant cnfiguratin pages. If yur cmputer des nt have a micrphne built in, yu may plug a micrphne int yur cmputer t allw yu t recrd yur Premium Attendant messages. Alternatively, if yu d nt have the necessary equipment (r if yu simply prefer), yu can recrd yur messages using yur telephne. Recrding messages directly frm yur cmputer Anywhere yu see recrd yu can click n the icn t bring up the annuncement recrding cntrl. This allws yu t recrd yur message directly via yur cmputer's micrphne. Once yu have recrded a message, the recrd will change t listen/change. Clicking n this icn will again bring up the annuncement recrding cntrl, which will enable yu t play back, and if yu wish, verwrite yur recrding. Recrding verlay Yu can use the recrding verlay t edit the name and descriptin f the annuncement as well as recrd the audi message. The recrding verlay has three tabs that can be pened using the XX icn - pening ne autmatically clses the ther tab. These tabs allw t yu Recrd the audi fr an annuncement. If a recrding has already been cmpleted, yu may listen t the annuncement. Uplad a recrding - this will shw the current filename and duratin if audi already exists fr this annuncement. Yu shuld use the 'Brwse' buttn t find required file, select it and then click n 'uplad' t uplad it. Yu will see a warning message if the file is nt in a valid wav frmat, n recrding has been selected, the recrding is t lng r the file is t big. Recrd by phne - this tab gives brief infrmatin n hw t use the self-care TUI t add audi t this annuncement. POPP.cm, Inc. All rights reserved. Service r POPP Page 50 f 63 6/29/17

51 Recrding a message A number f cntrls are prvided fr recrding yur message. Starts recrding. This will verwrite any message yu have previusly recrded. Stps recrding the message. Plays back yur recrded message. This actin will be unavailable if yu have nt yet recrded a message. Stps playing the message. This cntrl allws yu t adjust the gain f yur micrphne. Click n and then adjust the slider t set the required vlume level. While recrding, the lights abve this cntrl will shw hw lud the signal is frm yur micrphne. If the gain is set crrectly then several green lights shuld appear while yu are recrding. If nly ne r tw appear, then the gain is set t lw and yur message will be t quiet. If red lights appear then the gain is set t high and yur message will be distrted. This cntrl allws yu t adjust the playback vlume. Click n and then adjust the slider t set the required vlume level. This cntrl allws yu t view and change yur Adbe Flash Player Settings, fr example t adjust the settings fr yur micrphne. When yu first attempt t recrd a message, an "Adbe Flash Player Settings" verlay will appear. Ensure that the "Allw" radi buttn is selected, and if yu d nt wish t be shwn these settings in future check the "Remember" checkbx. T recrd a message yu need t carry ut the fllwing steps: When yu are ready t recrd yur message, click n the buttn. Read yur message int yur micrphne, and when yu have finished, click n the buttn. Playback yur message t check that it has recrded crrectly by clicking n the buttn. If yu want t stp the playback, click n. If there is a prblem with the recrding, e.g. yu cannt hear it, r it is very quiet, see the sectin n Trubleshting belw. If yu are nt happy with yur message cntent, then recrd a new message by clicking n the recrd buttn again. This will verwrite yur previus message. POPP.cm, Inc. All rights reserved. Service r POPP Page 51 f 63 6/29/17

52 14.8. Phne Access Using the telephne interface yu can recrd and listen t yur Aut Attendant greeting(s). T access the telephne interface fr Autmated Attendant, dial frm yur telephne and enter: Yur Aut Attendant phne number (prvided by POPP) Yur 4-digit PIN (default PIN is 7677) Trubleshting I have recrded my message, but when I try t play it back I cannt hear anything Check yu have actually recrded smething. The length f the current recrding is shwn as e.g. 0:01:35 (1 minute and 35 secnds). If the current recrding length is 0 r much lwer than expected then try recrding yur message again. Check that playback vlume is turned up high enugh. Vlume can be adjusted using the vlume slider described abve. Try re-recrding the message, and as yu are recrding, watch the lights n the player. If n lights appear, r nly ne r tw appear, then check the fllwing. Increase the gain f yur micrphne by clicking n nearer t the tp end. and mving the gain cntrl Click n the icn t bring up the "Adbe Flash Player Settings" and make sure that the Allw ptin is selected. Click n the micrphne icn at the bttm f this settings bx and check that the crrect micrphne is selected in the drpdwn, and that the recrd vlume is turned up. If yu are using an external micrphne, check that this is plugged in crrectly. If this still desn't slve the prblem, then it may be that yur micrphne has been muted by the perating system (e.g. Windws) - refer t yur perating system help fr further infrmatin. If several green lights appear cnsistently while recrding yur message, then it is likely that yur message has recrded crrectly and the prblem is ccurring when playing it back. If yu are using external speakers, check that these are plugged in crrectly and turned n. If this des nt reslve the prblem, then it may be that yur speaker has been muted by the perating system (e.g. Windws) - refer t yur perating system help fr further infrmatin. POPP.cm, Inc. All rights reserved. Service r POPP Page 52 f 63 6/29/17

53 I have recrded my message, but when I try t play it back it is distrted This may be because yur micrphne gain is set t high. Reduce the gain by clicking n and mving the gain cntrl nearer t the bttm. Recrding messages using yur telephne If yu wish t recrd yur initial greeting and annuncements using a telephne: Fllw the instructins abve fr setting up yur Premium Attendant menu, but dn't click n any f the recrd icns that appear. Once yu have cnfigured yur menu ptins, click n 'Apply' as usual t save yur changes. Yu will be warned that yu have nt yet recrded an initial greeting, and if yu have assigned any keys t 'Play annuncement', yu will als be warned that yu have nt recrded the annuncements t play. Ignre this warning. See Phne Access sectin fr the phne number t dial t recrd yur greeting(s) Nte: if yu wish t ffer yur callers the ptin t listen t annuncements in yur Premium Attendant menu, yu must use the Web interface t assign the apprpriate keys t 'Play annuncement' befre yu can turn n yur Premium Attendant Cnfiguring the extensins callers can dial If yu have chsen t ffer yur callers a Dial by Extensin, Dial by Name, Vic by Extensin r Vic by Name ptin, then yu can cnfigure the set f extensins they can dial in the fllwing tw ways. Yu can cnfigure up t 200 extensin numbers. Business Grup Extensins Business Grup extensins are the list f lines within yur Business Grup. A list f all extensins in yur Business Grup is displayed in the "Business Grup Extensins" tab. Yu can cnfigure which extensins are expsed t callers as fllws: Fr each extensin, yu can select whether r nt t include it in the list available t callers. Any new lines added t the Business Grup will autmatically be included in r excluded frm the set available t callers, based n the "Autmatically include new extensins as they are added t the Business Grup" setting. Lines available within the Business Grup which are available t callers appear in bld. Any available line will autmatically be available t any Dial by Extensin, Dial by Name, Vic by Extensin r Vic by Name actins. T include selected lines in Dial by Name r Vic by Name actins, yu need t make sure that a name recrding is available fr that line. The name recrding can cme frm ne f tw places: Yu may recrd r uplad a name recrding by clicking n the "recrd" link fr the line. POPP.cm, Inc. All rights reserved. Service r POPP Page 53 f 63 6/29/17

54 If the line already has a name recrded fr vic , then this can be used as the name recrding fr callers. Lines with n name recrded have a red "recrd" link displayed which allws yu t recrd a Business Grup name recrding fr that line. Lines using the vic spken name have a green "verride" link displayed. This link allws yu t recrd a Business Grup name recrding fr the line t be used in preference t the vic name recrding. Lines with a Business Grup spken name recrded have a green "listen/change" link displayed, allwing yu t listen t yur current recrding and delete it r replace it with a new recrding. If a given line has bth name recrdings available, then the ne yu have recrded fr use in this business grup will be used in preference. Ex: if yu want t say thank yu fr calling the sales department, please leave a message instead f saying the vic wner s name Additinal Extensins T use additinal extensins, yu must define the set f extensins that callers can dial. Fr each extensin yu must specify the extensin number (a 4-digit number f yur chice, such as 1000), the extensin's name and the phne number that yur caller shuld be transferred t if they dial this extensin. T cnfigure yur extensins click n the Extensins tab at the tp f the Premium Attendant page, then click n "Additinal Extensins". T add a new extensin, click n the 'Add Extensin' buttn. Yu will then be prmpted fr the fllwing. Extensin. This is the extensin number that yur callers will dial. It can be any number f yur chice between ne and seven digits lng. It must nt be the same as any ther extensins yu have already cnfigured. Name. This is the name that yur callers will dial. Bth the first and last name must cntain at least 2 dialable characters. Yu will als be prmpted t recrd a spken name fr this extensin by recrding r uplading a name recrding by clicking n the 'Recrd' link. This is played t callers if they enter a name that is nt unique t allw them t refine their search. Fr example, if there are tw extensins called "Jhn" and the caller enters "Jhn", they hear the full names f bth the extensins and can chse between them. Extensins that dn't have a spken name recrded can't be reached by Dial by Name r Vic by Name ptins. Refer t the sectin Recrding an annuncement fr mre infrmatin n recrding spken names. Telephne Number. This is the number that callers will be transferred t if they dial this extensin. Enter the phne number exactly as yu wuld dial it frm a telephne. Nte that business grup shrt cdes and extensin cdes are nt permitted. T edit the details fr an existing extensin, find it in the list n the left-hand side and select it. If yu have a large number f extensins, yu can use the search bx t find the extensin yu wish t edit. T delete existing extensins, select the check bx alngside the extensin yu wish t delete, and then click n the "Delete Selected" buttn. POPP.cm, Inc. All rights reserved. Service r POPP Page 54 f 63 6/29/17

55 Changing default settings fr yur Premium Attendant menus and keys Premium Attendant Advanced Settings The Advanced tab allws yu t cnfigure the fllwing settings fr yur Premium Attendant that will apply whenever yu select a default value. Default Keys Yu can use the Default keys tab t cnfigure the default actin fr the keys n the telephne. This determines what each key will d if it is set t 'Use default' in any f yur Premium Attendant menus. Yu can mdify the glbal behavir f the keys 1-9, 0, # and *. With the exceptin f 'D Nthing', all these values are described in Cnfiguring yur Premium Attendant menu(s). T change the existing default value fr a key, select ne f the fllwing frm the drp-dwn bx alngside the key: D Nthing: if a caller presses a key that has this value, they will be tld that the ptin is nt recgnized. Transfer t Phne Transfer t Vic Intercept Mailbx Dial by Extensin Return t Previus Menu Replay Menu Errr Handling Yu can change the fllwing glbal settings that determine what happens when there is an errr when yur callers are using Premium Attendant. Timeut duratin (in secnds). This defines the behavir f Premium Attendant if a caller fails t press a key within the specified time. Enter the time in secnds within which a caller shuld press a key (yu can use any value between 0 and 10). Enter the number f failures (up t 4) permitted befre Premium Attendant perfrms the actin set in the bx belw. After each attempt, a system prmpt is played infrming the caller that the ptin is nt recgnized. Using the drp-dwn bx, select the actin that Premium Attendant will take nce the caller has failed t press a key the specified number f times. Valid values are listed belw. POPP.cm, Inc. All rights reserved. Service r POPP Page 55 f 63 6/29/17

56 Unknwn input. This defines the behavir f Premium Attendant if a caller presses a key that has nt been assigned an actin. Enter the number f failures (up t 4) permitted befre Premium Attendant perfrms the actin set in the bx belw. After each attempt, a system prmpt is played infrming the caller that the ptin is nt recgnized. Using the drp-dwn bx, select the actin that Premium Attendant will take nce the caller has pressed an invalid key the specified number f times. Valid values are listed belw. If yu chse "Annuncement - Hang up", yu will be prmpted t select the annuncement that shuld be played. Failed attended call transfers. This defines the behavir f Premium Attendant if a call transfer fails t be cnnected. Using the drp-dwn bx, select the actin that Premium Attendant will take if the call transfer fails initially. Enter the number f failures (up t 4) permitted befre Premium Attendant perfrms the actin set in the bx belw. Using the drp-dwn bx, select the actin that Premium Attendant will take nce the call transfer has failed the specified number f times. Valid values are listed belw. An additinal input bx will appear if the actin requires it, fr example yu will be prmpted t enter a phne number if yu select 'Transfer t Phne'. Invalid extensins. This determines the behavir f Premium Attendant if a caller presses an extensin number that it des nt recgnize. Enter the number f failures (up t 4) permitted befre Premium Attendant perfrms the actin set in the bx belw. Using the drp-dwn bx, select the actin that Premium Attendant will take after the specified number f failures t cnnect t a valid extensin. Valid values are listed belw. An additinal input bx will appear if the actin requires it, fr example yu will be prmpted t enter a phne number if yu select 'Transfer t Phne'. The fllwing actins can be selected fr the abve default settings. 'System Annuncement then Hang up' - althugh yu can nly use actin this fr timeut and unknwn input settings 'Transfer t Phne' 'Transfer t Vic ' 'Intercept mailbx' 'Replay Current Menu' 'Annuncement - Hang up' 'Hang up' Yu will see an errr icn next t the miscnfigured event if yu have made any errrs in changing the default cnfiguratin fr yur Premium Attendant. POPP.cm, Inc. All rights reserved. Service r POPP Page 56 f 63 6/29/17

57 Other Settings tab The Other Settings tab allws yu t Set whether Dial by Name r Vic by Name key presses match n First and last name (default), r just first name r just last name. Set the number fr the mailbx t be used n the Intercept Mailbx actin. This number will be used by every Premium Attendant menu that uses this ptin n a key. Errr message pp-up if this number desn't crrespnd t a MetaSphere vic accunt Turning Premium Attendant n/ff T turn yur Premium Attendant n r ff, navigate t the Main tab at the tp f the Premium Attendant page, and click n the buttn labeled Turn ON r Turn OFF n the Activatin status panel. When yur Premium Attendant is turned ff, callers will either be played an annuncement telling them that the number is unreachable, r frwarded t a number f yur chice. Many users will leave their Premium Attendant turned n all f the time, but (depending upn hw Premium Attendant has been deplyed) yu may, fr example, wish t turn Premium Attendant ff during the day and frward yur callers directly t a live receptinist instead Frwarding calls when Premium Attendant is turned ff When yur Premium Attendant is turned ff, yu can chse either fr callers t: Hear a message stating that the number is unreachable Be frwarded t an alternative number T change this setting, yur Premium Attendant must first be turned ff. The text at the tp f the Main Premium Attendant tab will then read either "Yur Premium Attendant is currently OFF and callers will be tld that this number is unreachable", r "Yur Premium Attendant is currently OFF and callers are being frwarded t < [nnn-nnn-nnnn]>". T change the current setting, click n the link included in this message. POPP.cm, Inc. All rights reserved. Service r POPP Page 57 f 63 6/29/17

58 15.0. Music n Hld This menu ptin pens a new windw Music n Hld allws yu cnfigure music and recrdings that callers will hear while they are n hld. Yu can select frm existing music ptins that POPP has made available r uplad yur wn persnalized recrdings Music n Hld administratin system Administratrs will see three tabs at the tp f the page: Security View and cnfigure yur security settings Mappings Cnfigure different recrdings t be played when specific lines within yur business put callers n hld Resurces Uplad and manage yur recrdings (administratrs nly) Nn-administratrs will nly see the Resurces tab and will nt have the ability t manage recrdings Security In additin t the Administratr Prtal, the Music n Hld system can be accessed via telephne by dialing and entering yur 4-digit PIN (default PIN is 0477). T change the Admin PIN fr telephne access: Enter the new 4-digit PIN in the text bx Click Apply POPP.cm, Inc. All rights reserved. Service r POPP Page 58 f 63 6/29/17

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