Cox Business VoiceManager SM Administrator Reference Guide

Transcription

1 Cox Business VoiceManager SM Administrator Reference Guide

2 IFC

3 Dear Customer: Thank you for choosing Cox Business VoiceManager, SM provided by Cox Business. Congratulations as the VoiceManager Group Administrator you are responsible for managing and controlling all the VoiceManager features and functionality for you and your entire organization. This handbook explains how our innovative Business VoiceManager system works in detail and answers many of the questions you may have. It also describes many of the time-saving features that make the Cox Business VoiceManager system so useful. And remember to consult the Cox Business VoiceManager Personal User Reference Guide to assist you with your day-today handling of calls and to help you train new VoiceManager Users. If you need additional information, please click on the Help or Using VoiceManager links in the top section of most MyAccount pages or contact your Cox Business Customer Care Representative for assistance. Thanks again for your business and for allowing Cox Business the opportunity to fulfill your communications requirements. Please contact your Cox Business Representative or visit for more information. It s time to teach your old phone new tricks. Sincerely, [Your Cox Business VoiceManager Team] [Insert Your Market Here]

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5 Table of Contents Getting Started... 1 First-Time Access to MyAccount and Group Administrator Web Portal... 1 Change Password... 1 Part One: MyAccount... 3 Part Two: Voice Administration... 5 I. Manage Phone Numbers... 5 II. Profile... 5 III. Resources... 6 IV. Services... 7 V. Account/Authorization Codes...14 VI. Voice Portal...14 VII. Calling Plans...16 VIII. Utilities...17 Part Three: Voice Mail/Portal Tools...19 Appendix: Business Continuity Options...21

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7 Group Administrator Getting Started First-Time Access to MyAccount and Group Administrator Web Portal 1. You will receive a welcome prior to your installation date from myaccount@coxbusiness.com. 2. In the you will receive your username and password. 3. Click on the embedded link within the to complete the registration process. 4. Look for Congratulations, you have successfully activated your account. 5. Click on Go to Login Page in the center of the screen. 6. Look for Welcome to your new Cox Business Services MyAccount. 7. Complete the personalized Secret Question and Answer. Note: The answer must be between 5 and 20 characters in length. 8. Complete the contact options and preferences information. 9. Click on Save. 10. You have now successfully logged onto Cox Business VoiceManager MyAccount. Change Your Password 1. Click on the Change Password link located on the top of the page under your login name. 2. Enter the current or default password in the Current Password section. 3. Enter the new password in the New Password section. 4. Re-enter the new password in the Confirm New Password section. Note: For security purposes, it is suggested that you frequently update your password and do not share it with anyone. Your password must follow the following rules: Between 8 and 24 alphanumeric characters long. Must include at least one letter and one number. May include punctuation characters. May not include any form of the word password. May not be your username. Group Administrator Web Portal The Group Administrator will access VoiceManager services via the MyAccount web portal through a graphical user interface (GUI). The web interface allows for viewing, provisioning and configuring the resources of a group. All of the group services are located under the Voice Administration menu. STEP 1 To log into Cox Business VoiceManager access the Cox Business website at After launching the Cox Business website, the Cox Business home page will display. Click on MyAccount in the Business options at the top of the screen. 1

8 STEP 2 In the User Name field, type in the login name assigned to you. Your login name/ e mail address has been set up with Administrator privileges. In the Password field, type in your password. All first-time users will be prompted to change their password. After entering your username and password, press Enter or click on GO. STEP 3 After clicking GO, your online profile information and associated accounts will display. You have now successfully logged into Cox Business VoiceManager. To access VoiceManager features for your phone, click on the Voice Tools option. To access VoiceManager Group Administrator features, click on the Voice Administration tab. 2

9 MyAccount Within this guide the word Group is used to reference all Cox Business VoiceManager lines, services and accounts that your company has within this specific business profile. The following are under the MyAccount menu: Edit Nickname PART ONE Profile nicknames are an easy way to access and reference your accounts as illustrated in the top right section of this page. 1. Add or edit your Desired Nickname and click on Save. Manage Cox PIN Information Cox is committed to protecting your privacy. To help protect your telephone calling records and other vital account information, Cox created online tools for you to manage your four-digit Cox PIN code. 1. If you would like to change your previously assigned Cox PIN, you may do so at any time. 2. Establish a personalized Question/Answer should you forget your Cox PIN. 3. Establish a preferred method of communication to notify you of changes made to your customer-sensitive information. Update Contacts Please keep this information up-to-date. We will use this information to share proactive information about your VoiceManager service. 1. Type in first and last name, enter valid telephone number and address. 2. Click on Save to update records. Manage Account Access Add or remove the ability for users within your organization to access this account. The feature access permissions for this account will be defined by the roles with which the user is associated. 1. Click on Add Users and select the user to add. Note: The person must have already been added as a user in the Activate or Deactivate a VoiceManager Feature for Individual Users section. See page Select the user s role (Administrator, End User, or select Voice Tools). 3. Click on Save to update records. 3

10 Manage Other Accounts Voice Administration You can select to log in as any other assigned user on the account. This feature will enable you to set up voice mail/voice portal tools for each assigned user. PART ONE 1. Click on MyAccount. 2. Click on Log In As. 3. Select the Log In As Another User button. 4. Highlight the user and click on Save. 5. Select Messaging Controls to change the Voice Mail, Voice Portal and Messaging Options for that user. NOTE: Viewing the Personal Call Manager (PCM) Pop-Up feature within VoiceManager is fully compatible with the Windows Internet Explorer (IE) 6, 7 & 8; Firefox 2.0, 3.0, 3.5 & 3.6; and Safari 4.0. It is not compatible with the Macintosh Operating System. 4

11 Voice Administration I. Manage Phone Numbers Use this screen to view all your assigned numbers with names and also to view all your available phone numbers that can be assigned to new users. PART TWO Adding a New User 1. Click on the Profile Administration menu at the far left bottom of your screen. 2. Click on Manage Users/Roles/Accts tab. 3. Click on Add New User at the lower right corner of your screen. 4. Enter a valid address, the user s first and last name and primary telephone number. 5. Click on Save to add the user. 6. Click on Voice Administration menu. 7. Click on Manage Phone Numbers. 8. Highlight your new user s name. 9. Select from the list of available phone numbers and click on Assign Number. Modify or Delete a User 1. Click on the Profile Administration menu. 2. Click on Manage Users/Roles/Accts tab. 3. Highlight the user and select View. 4. Modify existing information and select Save or select Delete User. Note: If a username change is required, do not edit an existing name. Follow the above steps to add a new user. 5. Select OK to delete user. II. Profile Select the Profile menu to search and display all of the users in your group or departments and the features your users can access. Use the Profile menu to also add your holiday schedule and set up a time schedule associated with certain features. Note: This is the default page that automatically opens when you first access the MyAccount GUI. Activate or Deactivate a VoiceManager Feature for Individual Users 1. Select the Voice Administration menu. 2. Click on Users and select the Search button to display the users. 3. Click on Edit for that user on the far right side of the screen. 4. To activate or deactivate a VoiceManager feature such as Call Forwarding, select Incoming Calls, access and select the feature and then activate or deactivate it for the selected VoiceManager user. 5. Click on Apply to save and OK to return to the previous menu. 5

12 Departments 6PART TWO Call your Cox Business Representative to add, edit or delete a Department. For example, to set up a different Music-On-Hold choice for customers calling the company Sales team, as compared to Music-On-Hold provided for internal calls, a new department would need to be designated in VoiceManager for Sales. Time Schedule Time Schedule provides you with the ability to define normal business hours, after hours and holiday time schedules for call rules to follow. For example, using the Time Schedule feature, an auto-attendant could be automatically activated during noon to 1:00 PM to cover incoming calls while the attendant is away at lunch. 1. Select the Voice Administration menu. 2. Select Time Schedule. 3. Click on Add. 4. Define the time schedule by entering a description in the Time Schedule Name field, e.g., Business Hours. 5. Select the days and times that correspond with the schedule being configured, e.g., Monday Friday, 12:00 1:00 PM. 6. Click on OK to save. Holiday Schedule Add, modify or delete your holiday schedule calendar for your entire organization to manage how holiday calls will be handled by your company. To add a new holiday: 1. Select Voice Administration. 2. Select Holiday Schedule. 3. Click on Add. 4. Enter a description in the Holiday Schedule Name field, e.g., Holiday Schedule. 5. Enter a description for each holiday throughout the calendar year, e.g., 4th of July for one holiday. 6. Enter the start date and enter the end date or click on the calendar icon to easily select a specific date for your holiday, e.g., July 4th. 7. Click on OK to save. III. Resources The following functions are housed under the Resources menu. Numbers Use this page to display the phone numbers and number ranges assigned to the group, the departments to which numbers and number ranges have been assigned (if any), and the users to whom individual numbers have been assigned. Services Displays the feature packs that have been authorized for your organization. You can see the number of feature packs that can be used in the Limits column and how many group and personal features are in use in the Allocated column. By clicking on the Service Pack link you can review all of the personal features provided within that specific pack.

13 Assign Group Services Use this page to assign and unassign group features to a group. For example, if it was preferred not to have Music-On-Hold available, this feature could be removed from access by anyone in the group. The Available Services column lists services which are available for assignment to the group. The Assigned Services column lists services which are assigned to the group. 1. Select the Voice Administration menu. 2. Click on Resources. 3. Click on Assign Group Services. 4. On the Available Services column, select the Services/Features. On the Available Services column, you can select some or all of the items. To select several items listed in consecutive order, click the first item name you want and, while holding down the [SHIFT] key on your keyboard, click the last item name you want to select. Click on Add to move selected services to the Assigned Services column. To move all services (unselected), click on Add All. 5. Click on Apply to save and OK to return to the previous screen. Note: DO NOT UNASSIGN Incoming Calling Plan, Outgoing Calling Plan or Voice Messaging Group. Doing so will disable the ability to receive calls, make calls, and receive voice mail messages (if equipped). PART TWO New User Services Template Unless your company adds users on a very frequent basis, this feature is not typically used by the Group Administrator. Existing User Services This administrative area is not frequently used but is a helpful tool when there is the need to instantly assign or unassign features for everyone in the company. For example, if your firm had 15 users and after the initial installation the decision was made to provide individual voice mail for everyone, after ordering the service from Cox Business the Group Administrator could assign voice mail to all 15 people with a single configuration. IV. Services Auto Attendant This is a Group A La Carte feature with a specifically assigned number and must be purchased separately The Auto Attendant service answers calls automatically and provides callers with a voice menu of choices for call connections, either by name or by extension. It can easily be modified for variations based on hours of operation, holidays and after hours thereby providing a 24-hour storefront. To Add a New Auto Attendant Service 1. Click on Services menu. 2. Click on Auto Attendant. 3. Click on Add. 4. Enter the ID in the Auto Attendant ID box. This needs to be the specific telephone number assigned to you by Cox Business. The coxbusiness.com domain name will be added to this ID from the drop-down menu. 5. In the name box, enter a name for the Auto Attendant. 7

14 8PART TWO 6. Provide a last and first name for calling line ID services. 7. Select None to assign the Auto Attendant to your entire organization. 8. Select the language of the Auto Attendant. The default language is English unless configured otherwise. 9. Select the time zone from the drop-down list for where your company resides. 10. Select a time schedule from the Business Hours drop-down list. If a schedule different than All Day Every Day is needed, go to Time Schedule on page 7 to create this schedule. You can set different greetings for your Auto Attendant depending on whether calls are within or outside your normal business hours. 11. Select a holiday schedule from the drop-down list. On these days, the Auto Attendant will use the after hours greeting. 12. Select an extension dialing scope. The option you choose can redirect callers by extension to any user in the group or department. 13. Select the name dialing format: LastName + FirstName : The caller must first provide the last name of the person and then the first name. LastName + FirstName and FirstName + LastName : The caller can provide first and last names in either order. 14. Click on OK to save. The Business Hours menu automatically launches onto your screen. The Business Hours Menu This section provides details to set up a greeting and a dialing menu for your Auto Attendant. 1. Select an option from the Greeting control. a. Default Greeting plays a generic system recording. b. Personal Greeting plays a recorded message in a.wav audio file format. Note: See page 12 for instructions on.wav file format requirements. If you selected Personal Greeting, click on Browse to select a file on your computer. c. See the Voice Portal feature section on page 16 for instructions on using the Voice Portal to record a personal greeting. 2. Under Menu Options: Check the Enable First-Level Extension Dialing box to allow callers to enter an extension of the party without selecting a menu option first. If you enable this option, the Auto Attendant will follow its initial greeting with a prompt: If you know the extension of the party you are trying to reach, dial it now. 3. Configure the first-level Auto Attendant menu. You can define a menu option for each numeric key and one for the * and # key in the Key Description field. For each menu option, select an action from the drop-down lists in the Action column. Some actions also require you to specify a phone number. The Action control offers the following choices: a. Transfer with prompt : Plays the message, your call is being transferred, please hold, and then transfers the call to the specified number. b. Transfer without prompt : Transfers the call to the specified number, without playing a transfer prompt. c. Transfer to operator : Plays the message, please stay on the line while your call is transferred to the operator, and then transfers the call to the specified operator number. d. Name dialing : Brings the user into the automated name directory. e. Extension dialing : Prompts the user for an extension, and transfers the user. f. Repeat menu : Replays the Auto Attendant greeting. g. Exit : Terminates the call. 4. Click on OK to save changes and to return to the previous screen.

15 The After Hours Menu If you selected a Schedule other than All Day Every Day then you must complete the After Hours Menu section, including Greeting selection, using the same steps used for configuring the Business Hours Menu. Final Configuration Step In closing out the After Hours Menu by clicking OK, you will be returned to a main page that lists the Auto Attendant profile you just created. PART TWO 1. Click Edit. 2. Select Addresses. 3. From the pulldown select your Auto Attendant number. The last 4 digits of this number will auto populate in the Extension field. 4. Click OK and your Auto Attendant service is activated and ready to use. Modify or Delete an Auto Attendant 1. Click on Services menu. 2. Click on Auto Attendant. 3. Click on Edit on the right side of your screen to modify your existing Auto Attendant. Use this page to activate or deactivate each Auto Attendant. To deactivate an Auto Attendant, deselect the checkbox in the Active column next to the desired Auto Attendant. 4. You can change the name, telephone number, business hours and after hours fields. 5. Click on OK to save. 6. To delete this Auto Attendant, click on Delete. WARNING: A single click automatically deletes your entire Auto Attendant. Personal Call Manager Use this screen to configure the level of access the Personal Call Manager offers to your organization s directory. The Personal Call Manager offers users in your group access to the Group Directory through the Group tab. 1. Click on Services menu. 2. Click on Personal Call Manager. 3. Click one of these options: Display Group Directory Allows users to view the contents of the group or directory, list the contents of department and web directories, and search for individual names. Hide Group Directory Does not display the Group tab. Display Limited Group Directory (search only) Under the Group tab, allows users to search for individual names. 4. Click on Apply to save and OK to return to the previous screen. Call Pickup As a Group feature within the Complete Services Package, Call Pickup allows users to answer any ringing line within their Call Pickup Group. To pick up a ringing call coming to another user within the group, users dial the Call Pickup feature access code of 9

16 *98, which connects them to the ringing phone. Please refer to the Cox Business User Reference Guide for step-by-step instructions on how to use the Call Pickup feature. You may also locate feature codes online: PART TWO 1. Select the Voice Administration menu. 2. Click on Utilities. 3. Click on Feature Access Codes to view a list of all the codes. Online Process 1. Click on Service menu. 2. Click on Call Pickup. 3. To add a new Pickup Group, click on Add. 4. Type in a description of the Pickup Group in the Group Name field. 5. Use the search bar provided to find the desired users. You can search for users by Last Name, First Name or Department. Search results are listed in the Available Users column. 6. You can assign users in two ways: a. To add all users listed in the Available Users column, click on Add All. b. To add one or more users in the Available Users column, select the desired names and click on Add. 7. You can also edit the Pickup Group to remove individual users and also to delete the entire Pickup Group. 8. Click on OK to save. Call Park As a Group feature within the Complete Services Package, Call Park enables a user to Park a call on hold, then using an extension code, pick up that held call from any VoiceManager phone. Since this feature is controlled by Feature Access Code, there is no configuration setting in the GUI. 1. The user tells the party they are speaking with they will place them on hold. 2. The user then depresses their flash button or switch hook, gets a new dial tone, and dials the Call Park Feature Access Code of *68#. This will park the call on the user s own extension. Note: If the Group has been configured with Music-On-Hold and is activated with a music source, check the Enable Music During Call Park box, and the caller on hold with Call Park will hear music. 3. To answer the call that has been parked from any VoiceManager extension in the company, a user would pick up their VoiceManager phone and dial *88#. They will then enter the extension number of the user that parked the call, and then will be connected to the held party. 4. To park a call on a different extension, after entering in *68# from Step 2, the user would simply enter in that extension number, followed by the # sign. To answer this parked call a user would pick up their VoiceManager phone and dial *88#, followed by the extension number the call was parked on. Music-On-Hold As a Group feature within the Complete and Advanced Services Packages, use this screen to add or modify Music-On-Hold for the group and departments, or to delete Music-On-Hold for a department. Required fields are marked with an asterisk Click on the Services menu. 2. Click on Music-On-Hold.

17 3. To modify your Music-On-Hold feature, click on Edit on the right hand side of your screen. 4. Check the Enable music during Call Hold box to play the Music-On-Hold message for held callers. Check the Enable music during Call Park box to play the Music-On- Hold message for parked callers. 5. Select the type of message to play. To play the default music selection, click on System Defined Music. 6. To play music from a custom file, click Custom Music File. Type the path and file name of a.wav file with your greeting in the Load Custom Audio File text box, or click on Browse to select a.wav file on your computer that is formatted in the CCITT-U-Law format. Note: See specific.wav file format requirements below. 7. Click on Apply to save and OK to return to the previous screen. PART TWO To properly format an existing.wav file within the Microsoft Windows 2000 or Microsoft Windows XP operating system: 1. Click on Start and then select in order the following 4 locations: All Programs, Accessories, Entertainment and Sound Recorder. 2. On Sound Recorder select File, then choose Open and Browse to the computer folder that holds the.wav file you wish to convert. 3. Once the file is located, select Open and the file will be loaded in the Sound Recorder. 4. At this point the.wav file can be played if desired. When ready to complete file conversion, click on File and then Save As. 5. This will open up a window in which at the very bottom a format is listed and a Change button is offered. Click on Change. 6. A sound selection window appears. In the format area, click on the pull-down and scroll all the way to the top. Select the format option CCITT U-Law and click on OK. 7. Insert or confirm a file name. Select Save and the file conversion is complete. Create a custom voice recording for Music-On-Hold 1. After completing Step 1 above, insert a recording microphone into the microphone jack of the computer. 2. Click on the Recording command and Record then Playback the voice message until it is of the quality and length required. 3. At this point the.wav file can be played if desired. When ready to complete file conversion, click on File and then Save As. 4. This will open up a window in which at the very bottom a format is listed and a Change button is offered. Click on Change. 5. A sound selection window appears. In the format area, click on the pull-down and scroll all the way to the top. Select the format option CCITT U-Law and click on OK. 6. Insert or confirm a file name. Select Save and the file conversion is complete. Custom Ringback Group This is a Group A La Carte feature and must be purchased separately Custom Ringback Group allows the company to specify custom media files for use with ringback, when incoming calls are received. When any telephone number in the group is called, the system allocates a media resource and plays a custom ringback file to the caller instead of the standard ringback tone. 1. Select Voice Administration Services and click on Custom Ringback Group. 2. Select the On button. 11

18 PART TWO 3. Click on Personal Ringback File option and then type the path and file name of a.wav file with your greeting in the Load Custom Audio File text box, or click on Browse to select a.wav file on your computer that is formatted in the CCITT-U-Law format. NOTE: See specific.wav file format requirements on page Click on Apply to save and OK to return to the previous screen. Instant Group Call As a Group feature within the Complete and Advanced Services Packages, Instant Group Call service allows a user to call a group of members, whereby the system alerts all members in the group. As the members answer, they are joined into multi-way conference. 1. Click on the Services menu. 2. Click on Instant Group Call. 3. Click on Add to set up a new Instant Group Call. 4. To identify the Instant Group Call, enter an ID in the Instant Call Group ID field, which can be any 6 or more alphanumeric characters. The coxbusiness.com domain name will be added to this ID. 5. Enter a name for the Instant Group Call in the Name field. 6. The Phone Number pull-down must say none. Enter any four-digit fictitious number as the Extension. It cannot match the extension of any other user in the group. NOTE: From within the group, this is the number that when called will initiate the Instant Group Call teleconference with every person on the User List. 7. Provide first and last names for the Calling Line ID names boxes. 8. Select a time zone from the drop-down list. 9. Check Enable Maximum Call Time for Unanswered Calls and type the number of minutes in the input box. 10. Enter the user list telephone numbers in the separate input boxes to include in the user call group list. These can be the digit extensions or any number in the world that can be direct dialed without operator assistance. 11. Click on OK to save. 12. To modify your Instant Group Call, click on Edit at the far right-hand side of your screen. Click on profile to add or delete members to your Instant Group Call list. 13. Click on Apply to save and OK to return to the previous screen. Series Completion Series Completion is used to redirect calls to busy numbers to a group of lines that are set up in a one way sequence. For example, a 4-line group can be sequenced to allow an incoming call to be directed to an idle line when the first number in the sequence is busy. The call will follow the sequence and go to the first available line that is not busy, starting with line 2 and ending with line 4. Using this same configuration, a call that came in to line 3, if it were busy, would only forward to line 4. Note: Calls to a Series Completion Group line will not forward if that line is not answered. It will only forward if the line is busy Click on the Services menu. 2. Click on Series Completion. 3. Click on Add to configure the group in which the calls will route. 4. Enter a name for which this series completion group will be identified. 5. Click on Search to view all available users to Add to this group. 6. Highlight the user you wish to add and then click on Add. Repeat this step as many times as needed to select all users you wish to be in this Group. Change the sequence in which the numbers ring by clicking the Move Up or Move Down options.

19 7. Click on OK to save. 8. At any time you can edit the users in the group or the order in which the phones ring by following Steps 1 2, then click on Edit. Note: If more than one Series Completion Group is required, contact your Cox Business Representative to order additional Series Completion Group licenses. Hunt Groups This is a Group A La Carte feature with a specifically assigned number and must be purchased separately PART TWO Hunting refers to the process of enabling an incoming call to be routed to an idle line by providing multiple line options for answering. 1. Select the Voice Administration menu. 2. Click on Services. 3. Click on Hunt Group. 4. Click on Add to configure a new Hunt Group. 5. To identify the Hunt Group, enter an ID in the Hunt Group ID field. This needs to be the specific telephone number assigned to you by Cox Business. The coxbusiness.com domain name will be added to this ID. 6. Enter a name for the Hunt Group in the Name field. 7. Enter Hunt Group as the first and last names for the Calling Line ID names boxes. 8. Select a time zone from the drop-down list for where your company resides. 9. Select one of the following options from the Group Policy control to determine how the system routes incoming calls to users in the Group: Regular (linear) The incoming calls to the Group start hunting on the first user in the list and hunt all the provisioned users sequentially until an idle user is found or the end of the list is reached. Circular The incoming calls to the Group start hunting with the user following the last user to receive a call. When the end of the list is reached, the hunting circles back to the first user in the list. The hunting ends when an idle user is found or all the users have been visited. Uniform An incoming call to the Group is routed to the user that has been idle for the longest time. Simultaneous An incoming call causes all of the phones in the User Group to ring simultaneously. The call is connected to the first user to answer the call. Weighted Incoming calls are routed to agents in a pseudo-random fashion according to your defined criteria. Agents with a higher weight are assigned more incoming calls than agents with lower weights. 10. The No Answer Settings configure how the service behaves if a user does not answer a call. Do either of the following: a. Check the Skip to Next Agent After X Rings check box to pass incoming unanswered calls to the next user after the specified number of rings, as determined by the current group policy. b. Check the Forward Call After Waiting X Seconds box to forward calls that have not been answered by any user after the specified number of seconds. This box accepts values from 0 to 7200 seconds (2 hours). c. Enter the number you wish to have calls forwarded to in the Calls Forward To text box. NOTE: If these calls are to go to Cox Business Voice Mail, (ten 9 s) needs to be entered in the Calls Forward To text box. 11. Click on Search to view all available users to add to this group. Highlight the user you wish to add and then click on Add. Repeat this step as many times as needed to select all users you wish to be in this Group. Change the sequence in which the numbers ring by clicking the Move Up or Move Down options. 12. Click on OK to save. 13

20 PART TWO 13. You will be returned to a main page that lists the Hunt Group profile you just created. 14. If you chose weighted distribution, click on Weighted Call Distribution. 15. Enter the percentage of calls for each member of the Hunt Group. The sum of the percentages must total 100%. 16. Click on OK to save. 17. You will be returned to a main page that lists the Hunt Group profile you just created. 18. Select Addresses. From the pulldown select your Hunt Group number. The last 4 digits of this number will auto populate in the Extension field. Click OK and your Hunt Group service is activated and ready to use. V. Account/Authorization Codes This is a Group A La Carte feature and must be purchased separately Administration Configure whether account or authorization codes are required for users in your group, and select the users who must provide codes with their outgoing calls. Account codes are used to track outgoing calls and are included in billing reports. (See your Cox Business Representative about Smart Billing and the use of Account Codes.) 1. Click on the Acct/Auth menu. 2. Click on Administration. 3. Check the type of code you want to configure: Account, Authorization or Deactivated. 4. In the drop-down menu, select the length (2 to 14 digits) of the codes to be used by your group. 5. Check or uncheck to select whether to allow or prevent users from making local and toll-free calls without entering an account or authorization code. 6. Click on Search to view all available nonrestricted users in your group. To add a user to the Restricted Users list, select the name and click on Add. To add users at one time, click on Add All. To remove one or all users from the Restricted Users list, follow the same steps for adding users, except click on Remove or Remove All. 7. Click on Apply to save. Codes Management With the Codes Management feature, you can display Account Codes and Authorization Codes, as well as add or delete codes. 1. Click on the Acct/Auth menu. 2. Click on Codes Management. 3. To enter a new account or authorization code, click on Add. 4. Enter the account/authorization code number and description. 5. Click on OK to save. 6. To delete a code, select the Delete checkbox next to the code and click on OK. VI. Voice Portal 14 The Voice Portal function enables users to change various call features while they are away from their desk or are out of the office. Users can also use the Voice Portal function to initiate calls. Use the Voice Portal screen to turn the Voice Portal service on and set or reset a password for phone access to the voice portal.

21 Access Voice Portal 1. Click on the Services menu. 2. Click on Voice Portal. 3. To turn the service on or off, click On or Off. 4. The Phone Number pull-down must say None and the Extension must be 9999: Check the option Allow Phone Numbers or Voice Mail Aliases on login in addition to Extensions, if appropriate. If this option is turned on (checked), users who do not call from their own extension (or from a phone number defined as a Voice Messaging alias) are prompted for a user ID, instead of an extension. 5. Check the option Use Voice Portal Wizard. This option enables a wizard application that forces users to change their password from the default (or after an Administrator has reset it), and to record their personalized name before they can access the Voice Portal. 6. To create or reset the Administrator password, only numbers are permitted and the password must be four to eight digits. Note: A Voice Portal Administrator password is required to use the Voice Portal for recording and uploading new announcements on the Auto Attendant feature. 7. Click on Apply to save and OK to return to the previous screen. PART TWO Auto Attendant Greeting To use the Voice Portal feature for recording an Auto Attendant Greeting, the administrator can access the Voice Portal from either a VoiceManager extension or from an external number. Calling from a VoiceManager extension 1. Dial 9999# and once the Voice Portal prompt is given, press the * key. 2. Enter 9999# again, and when prompted, enter the Administrator s password. Calling from a non-voicemanager Telephone Number 1. Dial the ten-digit external Voice Portal number, and once the Voice Portal prompt is given, enter one of the two following numbers: The administrator s own ten-digit VoiceManager telephone number followed by the pound (#) key, or the ten-digit Auto Attendant number followed by the pound (#) key. 2. When prompted for the Passcode, instead, press the star [*] key. 3. When prompted for an extension number, enter 9999 followed by the pound [#] key. 4. When prompted again for a password, enter the Administrator (not user) password followed by the pound [#] key and the Administrator will be logged into the Voice Portal system. If the group has the Auto Attendant feature, the Voice Response menu will ask the Administrator to press a key to change the Greeting. If the group has more than one Auto Attendant line, the menu will ask the Administrator to enter the specific Auto Attendant number they wish to change. The Voice Response system will then take the Administrator through a series of steps to record the Business Hours and After Business Hours Greetings from their telephone. After any new recorded Greeting(s) are approved and saved, within a couple of minutes they are loaded in the system and ready for use. NOTE: This is signified by a message in the Greeting Configuration section of the Auto Attendant web page, which indicates that the source of the Greeting was Voice Portal. 15

22 VII. Calling Plans Incoming Calling Plan PART TWO Use this menu to restrict incoming calls to the group or to departments in the group. 1. Select the Voice Administration menu. 2. Click on Calling Plan. 3. Click on Incoming Calling Plan. Check the Calls Within The Group box to allow users to receive calls from other members of the group. Check the Collect Calls box to allow users to receive collect calls. In the Calls From Outside Group column, choose one of these settings: Y : Allows users in the group or department to receive all calls from outside the group. P : Allows users in the group or department to receive calls from outside the group only if the outside calls are transferred or forwarded by other users inside the group. N : Prevents users in the group or department from receiving any calls from outside the group, even if the outside calls have been transferred or forwarded by other users inside the group. NOTE: Fully restricted users ( N in Calls From Outside Group column) cannot pick up outside calls in their Call Pickup Group or outside calls parked by a user in their group. 4. Click on Apply to save and OK to return to the previous screen. Outgoing Calling Plan The Outgoing Calling Plan feature provides the ability to customize the outgoing calling plan for the group and/or individual departments. 1. Select the Voice Administration menu. 2. Click on Calling Plans. 3. Click on Outgoing Calling Plan. 4. Under the Group-Originating tab, check each box to allow outside calls and uncheck each box to restrict specific outbound calls for all group users. The outgoing call screening template can screen the following call types: Group Calls from within the user s business group. Local Non-toll or non-chargeable calls made within the same geographic region. Toll free Free calls to numbers beginning with 1, usually followed by 800, 877, or 888. Toll Chargeable calls within the same country. International Chargeable calls to other countries. Operator assisted Calls made with the chargeable assistance of an operator. Chargeable directory assistance Chargeable calls made to Directory Assistance such as 411 or Special services I Calls to 700 numbers. These calls may or may not be chargeable. Special services II (Reserved for Cox System Administrator s discretion.) Premium services I Chargeable calls to 900 numbers. Premium services II Chargeable calls to 976 numbers. Casual 1010XXX chargeable calls, such as URL Chargeable calls made to an address instead of a phone number. 16

23 Unknown Calls to unknown call types. The same call types can be screened by the Group Initiated Forward/Transfer tab. To allow or prevent users in your group or departments from forwarding or transferring intra-group calls to numbers outside the group, click on Group Being Forwarded/Transferred tab. 5. Click on Apply to save and OK to return to the previous screen. Restrict Individual User s Outbound Calls A Group Administrator also has the ability to view each user s calling plan rules and allow or restrict which types of calls they can make. For example, the steps to remove the ability for a single user to continue making long distance or international calls would be as follows: PART TWO 1. Select Voice Administration. 2. Select User. Search users and select the user to be restricted. 3. Select the user s Calling Plan. 4. Select Outgoing Calling Plan. 5. Click on Custom Settings and Deselect Toll and International. (No check should be in the box for call types you would like to prevent.) 6. Click on Apply to save and OK to return to the previous screen. Outgoing Digit Plan This capability cannot be configured by the Group Administrator at this time. VIII. Utilities Common Phone List Store frequently called numbers for the group so that they can be easily dialed from their Personal Call Manager. 1. Select the Voice Administration menu. 2. Click on Utilities. 3. Click on Common Phone List. 4. To add a new name and telephone number click on Add. 5. Type in the name and telephone number and click on OK. 6. To verify that the telephone number is correct, select the Voice Tools menu and launch Personal Call Manager. Under the Group tab, highlight your recent entry and click on the number to dial out. Verify that the number is correct. 7. To remove an entry, check the Delete box next to the name you want to remove and click on Apply to delete. Feature Access Codes A feature access code is a string of two to five digits and special characters that are associated with a Business VoiceManager service or feature, which can be dialed by the members of the group to interact with a specific service or feature. 1. Click on Utilities. 2. Click on Feature Access Codes to view the entire list of default feature access codes. 17

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25 Voice Mail/Portal Tools > Messaging Controls Voice Mail and Unified Messaging are User A La Carte features and must be purchased separately. Voice Mail Forwarding and Notification Preferences Message Notification Service alerts you by when you receive a new voice message in your mailbox. It is only seen on a user s service if Unified Messaging has been activated by Cox Business on that line. This service can be configured to forward copies of voice messages directly to your address. PART three 1. Select Voice Mail/Portal Tools and then Messaging Controls. 2. Click on Voice Mail Forwarding and Notification Preferences. 3. Type in the address where you want the message to be sent. 4. Click on the button to attach a voice message. (If this is left unchecked the user will only be informed by that they have a new voice mail message. The message will not be contained in the and the user will need to retrieve that new message directly from the Voice Mail system.) 5. Select one of the three selections for Voice Message disposition. Keep as new message. (Message waiting indicator remains on when new messages are delivered to your address.) Keep as a saved message. (Message waiting indicator turns off when new messages are delivered to your address.) Delete messages from my mailbox. 6. Click on Save in lower right-hand corner of your screen. Voice Mailbox Passcode Management Your voice messaging passcode prevents others from accessing your voice mailbox. Each time you attempt to access your mailbox from a phone outside of your office, you will be asked to enter your voice mailbox password. If you forget your password, you can log into this website to change it. 1. Select Voice Mail/Portal Tools and then Messaging Controls. 2. Click on Voice Mailbox Passcode Management. 3. Type in your new password. It must be 4 7 digits in length. It cannot be sequential (1234) and it cannot be repeated (5555). 4. Click on Save in the lower right-hand corner of your screen. Voice Mail Preferences Specify how the Cox Business VoiceManager should handle your voice messages. You can choose to send busy and/or unanswered calls to your voice mail, as well as select the number of rings before an incoming call is considered unanswered. 1. Select Voice Mail/Portal Tools and then Messaging Controls. 2. Click on Voice Mail Preferences. 3. Select Voice Mailbox status On or Off. 19

26 PART three 4. Select one of three choices for Voice Call Preferences. Send busy and unanswered calls to voice mail. Send busy calls to voice mail. Send unanswered calls to voice mail. 5. Select the number of rings before greeting (none or 2 through 6 rings). 6. Click on Save in the lower right-hand corner of your screen. Greetings Select the greeting your callers will hear when they reach your mailbox. Greetings can be recorded in your own voice by calling your voice mailbox. You cannot create or modify a greeting on this page. However, you may choose the greeting you would like to play when callers reach your voice mailbox. 1. Select Voice Mail Control and select Manage Voice Mail. 2. Click on Greetings. 3. Select one of up to five different greetings you have prerecorded in Voice Mail. 4. Click on Save in the lower right-hand corner of your screen. 20

27 Appendix: Business Continuity Options With VoiceManager In the past, if a telephone line serving your business was cut, the phone system your firm purchased malfunctioned, or a weather or facility disaster occurred such as a tornado, fire, or flooding, then in all likelihood, your company lost the ability to place, receive, or reroute calls. Now with Cox Business VoiceManager, we provide multiple feature options for remotely accessing and managing your telephone calls 24/7. Consider the following VoiceManager features that will strengthen your company s Business Continuity Plan and can instantly be leveraged anywhere, at any time, through any telephone line or the Internet. ANSWER CALLS FROM ANYWHERE Call Forwarding Remote Office Time Schedule Capability Forward a user s calls from their business line to any other direct-dialed number. Route calls to other offices, homes, or cell phones. Route calls to locations based on time of day answering. Access Options Internet Or Any Telephone (Voice Portal) Internet Or Any Telephone Internet Simultaneous Ring Call Forwarding Auto-Attendant Hunt Group Call Forwarding Selective Call Forwarding Not Reachable ROUTE CALLS ANYWHERE Capability Enable incoming calls to simultaneously ring at different locations. Forward a user s calls from their business line to any other direct-dialed number. Reroute incoming calls to different telephone users and/or locations to keep from missing calls. Change the number of people available to answer the main directory number during a crisis; reroute calls to a different location. Forward calls only from specific callers during specific times of the day to any other direct-dialed number. Forward any call automatically, on a 24/7 basis, to a specific backup answering site if a telephony equipment failure ever occurs. Access Options Internet Internet Or Any Telephone (Voice Portal) Internet Internet Internet Any Telephone (Voice Portal) Or The Internet 21

28 MAKE CALLS FROM ANYWHERE Remote Office/ Personal Call Manager Voice Portal Capability Initiate outbound calls from any location that will be billed to the company. All calls made will use the office Caller ID, giving the appearance of the caller being in the office to make the call. Access is also available to all Speed Dial, Group, and Personal calling lists for placing calls. Initiate outbound calls from any telephone and bill them to the company, using the Caller ID of the caller s office phone. Access Options Internet And Any Telephone Line Any Telephone Line MANAGE CRISIS COMMUNICATIONS Auto-Attendant Custom Ringback Group Instant Group Calling Selective Acceptance Priority Alert Voice Mail Unified Messaging Call Notify Capability Rerecord and upload a new Greeting that advises callers of the crisis situation and provides call routing options. Rerecord and upload a new Greeting that advises callers of the crisis situation. Callers will hear this message until their call is answered. Have a prearranged Crisis Conference Call Hotline in place to immediately connect multiple phone users to a single conference call by dialing only a 4-digit extension. Accept only calls from your company s crisis team, the media, or executives during a situation that impacts business continuity. Receive a special ring when you receive a call from a specific number, such as the crisis hotline (requires certain ring tone capabilities on remote phone used). Route calls from ringing at the desk of employees to go immediately to Voice Mail. Bundle all and voice mail messages to arrive together via to review and prioritize responses. Receive an notification listing the telephone number of each call that came in to the business during a specific timeframe. Access Options Internet Internet Internet And Any Telephone Line Internet And Any Telephone Line Internet And Any Telephone Line Internet Internet Internet 22

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32 Service and features not available in all areas. Some features may incur local usage charges in certain markets. Long distance rates will vary. Telephone modem equipment required. Modem uses electrical power to operate and has backup battery power provided by Cox if electricity is interrupted. Telephone service including access to e911 services will not be available during an extended power outage or if modem is moved or inoperable. Telephone services are provided by an affiliated entity Cox Communications, Inc. All rights reserved. VCBVMA0710