BT Cloud Phone. User guide for the Admin portal

Transcription

1 BT Cloud Phone User guide for the Admin portal

2 2 What s in this guide 999 or 112 emergency calls Each BT Cloud Phone number is registered to a specific address, so when you make a 999 or 112 call that s the address the emergency services will see. Make sure you or your users add their emergency services address based on their current work location. You can check or update your emergency addresses on the BT Cloud Phone admin portal in the Phone system tab under Phones and numbers. Click on a device to see its emergency address and add anything that s missing. Remember to keep emergency addresses up to date. If you move a device to a different address, you ll need to update the emergency details straight away. It ll avoid a delay if a user needs to use the device to call 999 or 112. With any groups that you set up, please note that emergency services are only provided with a single address for 999 or 112 calls from any of the phones in the group. So, it s important that phones in a group are all at the same physical address. You might not be able to make 999 or 112 calls when there s a power or network failure, or if using the service through an app on a mobile device. 1. Welcome to BT Cloud Phone Being an administrator What s worth considering? Accessing the BT Cloud Phone portal BT Cloud Phone help and support 4 2. Express setup Company info My info Review Implementation training Download apps Admin portal dashboard Phone system Users Reports Call log Billing Tools Phone system Company info Phone numbers Auto receptionist Groups Phones and devices Users User list (includes adding users and phones) Roles User groups Templates Reports Summary Queue activity User activity Phone number Call details Call log Billing Service summary Calling rates Tools Meetings Archiver Appearance Session timeout Hot desk session timeout Account linking Directory integration BT Cloud Phone integrations BT Cloud Phone for Microsoft Office BT Cloud Phone for Google BT Cloud Phone for Skype for Business BT Cloud Phone Meetings for Microsoft Outlook (only for Connect and Collaborate customers) BT Cloud Phone for Microsoft Dynamics CRM (only for Connect and Collaborate customers) BT Cloud Phone App for Salesforce (only for Connect and Collaborate customers) BT Cloud Phone App for Zendesk (only for Connect and Collaborate customers) BT Cloud Phone App for Desk (only for Connect and Collaborate customers) 44

3 3 1. Welcome to BT Cloud Phone Manage your business communications on any device, from any location, at any time. 1.1 Being an administrator As an administrator, you can set up and change the BT Cloud Phone system settings for yourself and other users. The Express Setup and simple navigation mean you ll be ready to go within minutes to get started you ll just need to follow the on-screen instructions and this user guide. The BT Cloud Phone portal can be used to update your service whenever you like, from adding new users to simply making a few changes to your existing set-up. There are built-in short video tutorials to help you get to grips with many of the features, and there s a My Extension User Guide for when you re using your own BT Cloud Phone account. The BT Cloud Phone portal lets you see how many of your people are using the service, how many licences you re allowed to allocate, and therefore how many are free. If you reach your limit and want to buy some more, simply contact us and we can sort that out for you. 1.2 What s worth considering? Every business is different in terms of how it operates. We want to make sure your BT Cloud Phone service meets your needs and easily handles all the different ways that your customers can contact you. Therefore it s worth taking time to consider what you want the service to do for you and how you want it to work. Before setting up, here are a few things to take into account: What volume of calls do you receive and does it fluctuate throughout the day? Do you want to manage calls differently depending on the time of day and the day of the week? How do you want to handle calls to main company numbers such as those used for sales or support? Would it be a good idea to put calls in a queue, so callers don t hear an engaged tone? Do users need different features, such as mobile applications and conferencing? Remember, a user is generally a person, but could also be a functional user such as a reception phone. Does everyone need voic ? Is your workforce distributed across multiple locations?

4 4 1. Welcome to BT Cloud Phone 1.3 Accessing the BT Cloud Phone portal You can log in to the BT Cloud Phone online portal from a desktop, a smartphone or a tablet: 1. Go to and sign in using your main BT Cloud Phone number and password. There are options to sign in with if this is set up in your user details, or using a Google account if you ve got one. The portal works with a range of browsers, including Internet Explorer, Firefox, Chrome, Safari and Webkit. 2. Download the BT Cloud Phone mobile app for your smartphone or tablet. To prevent unauthorised people from accessing your account information, it includes a security measure that requires users to enter a security code sent to them by or voice call, to confirm an account when they log in on a new or unrecognised computer. 1.4 BT Cloud Phone help and support Once you ve signed in to the portal, you ll see the Get Help link in the top right hand corner, or you can access it at You ll find lots of useful how-to articles for both administrators and users which are organised into relevant categories and provide ready answers to most questions. You can also search the knowledge base by keyword or phrase. Common tasks are supported by short video tutorials to guide you through the process; there are links to user guides for the system and phones and you can submit a case online and get real-time updates from an expert. When you use the knowledge base, please help us to improve it by rating the content. If the Help Centre articles, guides and videos don t tell you what you need to know or if you have any problems setting up or using your BT Cloud Phone system, you can contact BT Cloud Phone support on If you have BT Cloud Phone Connect or Collaborate, we re open 24/7. If you have BT Cloud Phone Basic or a single user account, you can call us 8am to 6pm Monday to Friday (excluding public holidays).

5 5 2. Express setup Please note: The login link expires after 30 days. If you click on an expired link, you ll be asked to submit your company number and we ll then send you another with a live link. The first thing to do is click on the login link in the welcome , specify your account security details then follow the setup wizard. BT Cloud Phone will start Express setup, which takes you through the steps to personalise your new phone system quickly and easily, using the options set out below. We recommend that you complete all the steps (it won t take long) to get the most from your BT Cloud Phone system. If you skip any steps you ll be given the chance to do them next time you log in. 2.1 Company info Users You can now add users and their extensions.

6 6 2. Express setup Complete their details then accept or change the assigned extension. Repeat for every BT Cloud Phone user at this number. Users can now set up their own extension settings. Company greeting This is where you can set up the company greeting that callers hear when they phone the main company number. The system gives you a default greeting but you can also record or import a personalised greeting if you prefer.

7 7 2. Express setup Operator You ll need to decide which user or group will be the Operator extension. When callers phone the main company number and press 0, this extension will receive these calls and any messages. The system gives you a default extension but you can change it to another extension if you prefer. 2.2 My info The settings for your extension are set up at this stage you can change them at any time if you need to. My info Check and confirm your personal details and choose a different number for your extension if you want to don t make it 0 or 9 because these numbers are reserved. Then just select the correct time zone for your location before continuing. You ll need to complete the registered address details for emergency services. This is important as it s the address the emergency services will see when you make a 999 or 112 call from this number. Make sure that your users add their emergency services address based on their current work location and also let you know if this changes.

8 8 2. Express setup Call forwarding In Call forwarding you can add forwarding numbers, such as a mobile or home number, and set calls to ring at these numbers either one after another in order of priority or all at the same time. Voic In Voic select the default voic greeting or choose one of your own that you record over the phone or upload from your computer.

9 9 2. Express setup 2.3 Review The next step lets you view a summary of your Express setup settings, which you can change if you want to before confirming. Remember, you can view and change your settings at any time once you ve set them up. 2.4 Implementation training The next step is to schedule an appointment for someone to talk you through the implementation process you can choose another contact for the training if you prefer. You ll receive a confirmation and reminder by . If it turns out that the time doesn t work for you after all, you ll be able to change it later.

10 10 2. Express setup 2.5 Download apps You ll now have the chance to download BT Cloud Phone apps for your mobile device and desktop computer. Mobile apps for Android, iphone and ipad give you quick and easy access to your BT Cloud Phone account wherever you are. Desktop apps let you control calls from your PC or Mac.

11 11 3. Admin portal dashboard Please note: To use your own BT Cloud Phone account, click on Admin portal at the top of the screen and select My extension from the drop down menu. The images below show you how to quickly navigate the main areas of the BT Cloud Phone admin portal dashboard, and a summary of the features you ll be able to access. The areas you can see depend on your admin role. Contact the Super administrator if you want to change your role and permissions. We ll go into more detail for each area in sections 4-9. The other buttons for Conference, RingOut and FaxOut are user functions that are covered in the My Extension User Guide. 3.1 Phone system View and change company contact details, company greeting and call handling. Manage company numbers. Set up menus for routing callers to the extension they need. Set up and manage extensions for groups. Review your phone and device inventory. Take shortcuts to edit company business hours, change company greeting, set company caller ID and video tutorials.

12 12 3. Admin portal dashboard 3.2 Users Assign users and extensions. Manage users settings and messages. Set roles and permissions to control what users can do. Create user groups and manage group members (only for Connect and Collaborate customers). Use Templates to apply the same settings across lots of different users. 3.3 Reports View incoming and outgoing call activity over a chosen date range as summary data and charts. Choose reports based on an account summary, queue activity, user activity, phone number or call detail.

13 13 3. Admin portal dashboard 3.4 Call log Use this to view call activity and create customised logs and reports so you can review incoming and outgoing calls and faxes for all users. Look at a simple version or pick a more detailed view with itemised steps to explain what happens to a call and individual call costs. 3.5 Billing Manage your service plan. Check your billing cycle. View your billing history. Check charges by destination. Set permissions for international dialling.

14 14 3. Admin portal dashboard 3.6 Tools Meetings* is where you can view and download usage reports for the meetings app. Archiver* lets you connect to Dropbox, your SFTP or Google Drive so you can upload recordings. Appearance lets you add a logo with a hyperlink to your BT Cloud Phone site. Session timeout lets you set how long to wait before inactive users are logged out. Hot Desk session timeout* lets you set the session expiry time for common phones. Account linking is where users with multiple BT Cloud Phone accounts can view services for all accounts from a single location. You ll need to contact the BT Cloud Phone support team to set it up. Directory integration is where you can automatically input users from your corporate directory. * Only for Connect and Collaborate customers.

15 15 4. Phone system 4.1 Company info In the Company Name tab you can view and edit the name that s used in the default company greeting. The BT Directory Listing tab is where you can list your BT Cloud Phone number, name and address in directories, such as the BT Phone Book. 4.2 Phone numbers This is where you ll see details of all numbers that are associated with your BT Cloud Phone account. There are separate tabs for each type of number, including the main company number, numbers assigned to users and those that are still available for you to assign, numbers transferred to BT Cloud Phone from other services and numbers allocated to common phones. Click on a number to see its details. You can give the company numbers a descriptive label or nickname if you want to help identify them. In each tab you can use the search boxes to find specific numbers by free text, extension or location.

16 16 4. Phone system Add number in the Company and Assigned tabs lets you order new numbers for your BT Cloud Phone account. Select a local number which you can then connect to your Auto Receptionist or to a specific extension before completing the order. To keep an existing phone number and have the calls forwarded automatically to your BT Cloud Phone, go to the Company tab and click on Forward number. To transfer existing phone numbers to BT Cloud Phone, go to the Transferred tab and click the Transfer numbers button on the right. This will start the number transfer wizard. Take a look at the Transferring Numbers to BT Cloud Phone video if you want to keep your existing phone number(s) for use with BT Cloud Phone or forward calls from another number. 4.3 Auto receptionist In the General settings tab decide how you want to greet, answer and route the calls that come in to your main company phone number during and after business hours. Set up your call recording options here too. There are more tabs where you can create and manage IVR (Interactive Voice Response) menus. These give people different options when they call the company (for example, press 1 for sales, press 2 for billing), so their calls are routed to the right place.

17 17 4. Phone system In Company hours, choose 24 hours/7 days a week if you want to handle incoming calls the same way all the time, every day. Or pick Custom hours if you want to deal with your incoming calls differently during and after business hours. Use IVR Settings to manage what your callers hear, during and after business hours. You can play a company greeting, giving your callers the option of entering an extension at any time during the message to be connected directly, or you can route calls straight to a person or a call queue extension. If the caller takes no action after hearing the greeting, you can send them to the operator extension or choose to disconnect the call. Company greeting is where you can listen to the greetings set up for business hours and after hours. Click Edit to change a greeting or its settings. Use the default company greeting or record one of your own, either over the phone or through your computer microphone, or upload one from your computer. In Custom answering rules you can apply advanced call handling rules depending on the incoming caller ID, called number, date range and time of day. Caller ID rules apply to calls coming from a list of specific phone numbers which you choose. Called number rules are activated when callers dial the selected number, for example calls in response to a promotion. Date and/or time rules are based on a weekly schedule or on a specific date range. Any combination of these rules is possible. Remember to test your call flows carefully to make sure calls are being handled as expected. General IVR settings lets you view and change the number that you select to use as the operator which receives all incoming calls and messages. It can be any of your extensions. Zero dialling provides options for routing callers when they dial 0 while listening to a user or group extension greeting.

18 18 4. Phone system Dial-by-name directory lets your callers find the extension they want by entering all or part of the user s name. You can turn this feature on or off, and choose which extensions you want included in the directory. Call recording lets you manage on-demand and automatic call recording options, and the announcements that people will hear at the beginning and end of each recording. On-demand call recording lets users record calls at any time by pressing (*) (9) on their phone dialpad. Enable Automatic call recording (only for Connect and Collaborate customers) if you want to record every call to a specific user or group extension the recordings will be saved in your Call log. Allow users to mute sections of the call recording so that sensitive information isn t captured. Regional settings is where you can set your time zone in either 12 or 24 hour format. You can also select your home county code here so you can make local calls without having to dial the area code first. There s a drop down box in the banner where you can switch your IVR menu (see below) mode from single to multi-level. For example, a simple single level IVR might be Thank you for calling Company Ltd. Please press 1 for sales, press 2 to speak to customer services, or press 3 for accounts. If you know the extension number of your party, you may dial it any time. The multi-level IVR is an extended automated phone menu that gives full control over how calls are routed to make sure your business needs are met. It efficiently connects callers to individuals, call queues, or locations within an organisation, based on their selections from the menus.

19 19 4. Phone system In the IVR menus tab you ll see a list of existing menus and their details. IVR menus give callers prompts and menu selections that will route them automatically to the extension that they need. Think carefully about your IVR menus before putting them into practice. Validate menus lets you check existing IVR menus and see if anything is missing. To add a new menu, select + New IVR menu, accept or overwrite the extension number and name, then click Save. The new extension is now listed in the IVR menus tab. You can click on it to view and change the IVR menu information and settings. In the IVR editor tab use XML Editor to manage the XML files that define the IVR menu. There are example menus for you to use if you choose to or you can import or export your own XML files. If you have a multi-level IVR, the Visual IVR Editor is a tool that helps you to build and manage the multi-level menus using an easy to use graphical interface. You can add menus and assign to extensions with just a few clicks.

20 20 4. Phone system When you first launch the Visual IVR Editor, you ll be invited to take a tour through the main features used to create and edit an IVR tree. Click the phone icon to create a new IVR tree; this automatically generates a menu with a pre-set extension which you can edit later. Hover over the menu and click + to add links to your IVR menu from the following options: New menu creates a new menu as an option within your tree. Existing menu lets you choose an existing menu from a different IVR tree. External transfer lets you transfer the caller to an external number. Directory transfers the call to a dial-by-name directory menu. Voic sends callers to an extension s voic where they can leave a message. Extension sends callers to a specific extension, which can be a group or a user. Hover over the menu then click on the three dots and select Settings to edit and customise the menu settings, or Delete if you want to remove it from the editor. You can easily make in-line edits by clicking on items such as the name of the menu, extension number, or key presses. Simply click the item you d like to edit, make your changes, then click out to save. When you save your IVR menu, BT Cloud Phone will automatically verify the settings and display any missing information. Your IVR menus are saved in the folder icon in the upper left corner. Click the folder icon to preview and open each menu you ve created. In the Prompts library tab you can import prompt recordings or record your own prompts or maybe consider having your greetings and prompts professionally recorded.

21 21 4. Phone system 4.4 Groups In Groups you can set up extensions for people who do similar activities or offer similar services and decide what to do with the calls that come in for them. There are separate tabs for each group type you can choose from the following options. Please note: Your BT Cloud Phone is set up with a maximum of 10 members in a simultaneous call queue. If you need more, just contact BT Cloud Phone support on Call queues Call queues are usually used to route incoming calls to several user extensions. They can be a powerful addition to your phone system, increasing efficiency by directing calls to the right employees. A call queue always has a name and an extension number of its own, such as Ext 1 for sales or Ext 2 for billing. To add call queues, plus the people who will pick up the calls for each queue, select + New call queue in the Call queues tab. Enter the extension number, name and the manager s and click Save. Now use the tick boxes to select the people that you want to be members of the call queue. The new call queue is now listed in the Call queues tab. It s inactive to start with, as indicated by the grey bullet in the Status column. The group manager will receive an with a link so that they can activate it and set up the extension. Click on the group to bring up the Call queue menu.

22 22 4. Phone system Under Info you ll see general information about the group which you can view and update. You can set the hours when the call queue is active. For times when you expect to receive more calls than the call queue can handle, there s an Overflow call queues option that sends overflow calls to another call queue (only for Connect or Collaborate customers). You can turn this on or off as call volumes vary. Direct numbers is an optional feature that lets you add a specific number to the call queue, such as a dedicated customer service or sales team number. Greeting lets you decide what the caller hears when they enter the call queue. Turn the Call queue greeting option on if you want callers to hear a recorded greeting before they re connected to someone. The greeting can be a default option or one of your own that you record over the phone or upload from your computer. In Call handling decide on the order that calls are sent to the call queue members. With the Rotating option, all call queue members receive approximately the same number of calls over time. The Simultaneous option rings every extension at the same time. The Audio while connecting and Hold music settings decide what callers will hear while they wait to be connected to a member of the call queue. In Messages & notifications you can create a voic greeting in case no one in the group can pick up the call. You can also choose which mailbox the group s messages go to and who will receive notifications for voic s, missed calls and received faxes.

23 23 4. Phone system Paging only A Paging only group lets you make real-time, one-way broadcasts through multiple desk phones and special paging devices. Select + New paging only line in the Paging only tab. Enter the extension number and group name and click Save. Now you need to add details of the devices you re assigning to the group, and the people who will be allowed to page the group. Although you can leave it until later, this step is important as unrestricted access to a paging group can lead to misuse. Under Info you ll see general information about the group, which you can view and update. Under Paging click on Devices to receive page and tick those that you want to be part of the paging group. You can filter on phones with a paging feature or paging devices. Now click on Users allowed to page this group and select from the list of available users. This new group is now listed in the Paging only tab just click on it if you want to change the group information and settings. Shared lines A Shared lines group lets you use up to eight phone lines across up to 16 desk phones. You can answer calls to a shared line at any phone in the group, and you can forward a call to another phone in the group by putting it on hold then taking it off again at one of the other handsets. To set this up, select + New shared line in the Shared lines tab. Enter the extension number, name and manager s and click Save. Now choose how many phone lines you want to assign to the group, up to a maximum of eight. You can order new lines with new numbers, or use existing phone numbers any order details and prices are shown.

24 24 4. Phone system The next step is to pick the desk phones that will receive the calls you can add up to 16 phones, either existing or new again, any details and prices will be shown. Now add the address that emergency services will be sent to if you dial 999 or 112 from any phone in the group. Please note that emergency services are only provided with this one address so it s important that the phones are all at the same place. Finally, complete the shipping address and shipping option for your order you can review your order details and charges before proceeding. The newly created group is now listed in the Shared lines tab. It s disabled to start with, as indicated by the grey bullet in the Status column. The group manager will receive an with a link that allows them to activate it. Click on the group to bring up the shared lines menu. Under Info you ll see general information about the group, which you can view and update.

25 25 4. Phone system Check the details of the phones and lines assigned to the group. You can add or remove them as needed, or change your emergency services address. Use Line configuration to set the phone line order by clicking the up-down arrows; you can also complete the labels that phones in this group will show on their display. Click Preview on phones to see the how the phone lines are displayed on the shared line phones. Direct numbers is an optional feature that lets you add a specific number for the group, such as a dedicated customer service or sales team number. Under Greetings and blocked calls you can record a group-wide greeting that callers will hear before being connected to a shared line. Blocked calls stops certain numbers, or those with no caller ID, from calling the group. In Call handling you can set up rules for what callers hear while connecting, where calls to the group go if all the lines are busy, and how long to wait before forwarding unanswered calls, either during or after normal business hours. Outbound caller ID is the number you d like displayed when making calls from any line in the group. In Messages and notifications you can choose how you want to take messages, decide on the greeting played to callers being transferred to the group voic box, and pick which extension will receive messages. Under notifications, you can choose which activities you want to trigger alerts and the address to send them to. Please note: The following BT Cloud Phone IP phones have presence capability: Polycom VVX 300 series. Polycom VVX 400 series. Polycom VVX 500 and 601. Park locations A Park location is a group of users who can park calls for each other on a dedicated extension. They ll need to have a phone with presence capability, or by using the Desktop app HUD (Heads-Up Display) or the Mobile app. Take a look at the My Extension User Guide for more about using the Desktop app. To set this up, select + New park location in the Park locations tab. Accept or overwrite the extension number and add a group name, then click Save.

26 26 4. Phone system Under Info you ll see general information about the group, which you can view and update. Under Location users select Users of this park location and tick the users that can park calls to this extension and receive parked call. The Park location is now listed in the Park locations tab. For each Park location user you ll need to check or set up their Presence, making sure the Park location extension is listed in the Appearance tab (in Users, click on the user name and you ll find their Presence under Phones and numbers). Call monitoring (only for Connect and Collaborate customers) A Call monitoring group defines a set of permissions allowing users to monitor the calls of other users. Any user can monitor calls, a facility that works best when using a phone with presence capability or by using the Desktop app HUD. Take a look at the My Extension User Guide for more about using the Desktop app. To set this up, select + New call monitoring in the Call monitoring tab, accept or overwrite the group name then click Next. Now use the tick boxes to select the people that you want to monitor this group. Then select the people that can be monitored in a similar way and click Save. The new call monitoring group is now listed in the Call monitoring tab. Click on the call monitoring group to bring up the settings menu. Under Info you can view and update the group name or delete the group. Group members lets you view and update the people who can monitor the group or be monitored. For users who can monitor calls, you ll need to check or set up their Presence, making sure the extensions being monitored are listed in the Appearance tab and will appear on their phone or Desktop app HUD (in Users, click on the user who can monitor calls and you ll find their Presence under Phones and numbers).

27 27 4. Phone system Messages-only extension A Messages-only extension is a dedicated extension for receiving voice messages. All calls forwarded to it are automatically sent to the voic box. In the Others tab, select + New messages-only extension from the drop down menu. Enter the extension number, name and manager s and Save. The new extension is now listed in the Others tab. It s disabled to start with, as indicated by the grey bullet in the Status column. The extension manager will receive an with a link that allows them to activate it. Click on the extension to bring up the settings menu. Under Extension info you ll see details about the extension which you can view and update. Direct numbers is an optional feature that lets you allocate a specific number to the message only extension. In Messages and notifications you can set up the voic greeting that the caller will hear when they call this extension. You can also define who will receive notifications when messages are left.

28 28 4. Phone system Announcements-only extension An Announcements-only extension is a dedicated extension for playing a recorded announcement. Any calls routed to it will hear this message before being disconnected. In the Others tab, select + New announcements-only extension from the drop down menu. Enter the extension number, name and manager s and click Save. The new extension is now listed in the Others tab. It s disabled to start with, as indicated by the grey bullet in the Status column. The extension manager will receive an with a link that allows them to activate it. Click on the extension to bring up the settings menu. Under Extension info you ll see details about the extension, which you can view and update. Direct numbers is an optional feature that lets you allocate a specific number to the announcements only extension. In Announcement you can set up the voic greeting that the caller will hear when they reach this extension. 4.5 Phones and devices This is where you can check the details of any device that s associated with your BT Cloud Phone account, and see which phones are already assigned and which are available to give to new users. You can also buy more phones here if you need to.

29 29 4. Phone system There are separate tabs for each type of device. The User phones tab lets you see the way the phones are allocated by their extension numbers; this includes softphones that s people using the desktop app to control calls from their computer. Click on a phone to see its details, change its allocation and check the emergency address details. You ll see any Common phones that people in the office can log in to and use as their own extension (only for Connect or Collaborate customers). In the common phone details you can log out a user or reallocate the phone as a common phone. There are tabs that provide information about any Paging devices and Shared lines. The Unassigned tab shows you which phones have unassigned extensions that can be allocated to new users. When you click on an unassigned phone you ll see the phone details with an option to give it to someone just add in their details and an address for the emergency services. Unassigned phones that you can set up with extensions or convert to a common phone also appear here. You can give desk phones a descriptive label or nickname if you want to help identify them. In each tab you can use the search boxes to find specific devices by free text, status or type. Use Add device to buy new phones and devices from the BT Cloud Phone range.

30 30 5. Users 5.1 User list (includes adding users and phones) This is where you can view existing users, add or remove users, assign new phones and extensions, set roles to control what users can do and manage how users calls are routed. In Users with extensions you ll find a list of people already using the service, with details of their internal extensions, direct phone numbers, roles and voic box activity. The list identifies the Super admin who has full control of the entire BT Cloud Phone service. For anyone who hasn t yet activated their account, click on the Resend invitation link to resend their welcome . Use Apply templates to select and apply a template to the users you ve ticked. Add user lets you increase the number of extensions supported by your BT Cloud Phone account. A bandwidth test tool is supplied so you can check that your access network and LAN can support these extra users or whether you need to add more bandwidth. You can add users with and without phones as you choose. Please note: To make sure you experience the quality of calls you d expect, only IP Phones supplied from the BT Cloud Phone portfolio can be connected to the service we have a range to choose from, so you can pick the one that best suits your business needs. Download user list is a handy tool for auditing users or publishing a company directory. It creates a list of all users with their contact details, phones and numbers.

31 31 5. Users Unassigned extensions shows you the extensions and phone lines that are still available, so that you can assign them to new users. To add someone new, first select the extension or phone line you want them to use, then enter their contact details. Once you ve finished, their details will be in the Users with extensions list. Clicking on a name brings up a side panel where you can view or edit their BT Cloud Phone settings, role and groups or reset their password. People can view and change their own personal settings in the Settings tab on their BT Cloud Phone portal, but this information also appears here so you can make changes on their behalf if needed. You may want to take a look at the My Extension User Guide to help you do this. The role Standard (International) is assigned to new users by default. The Settings & Permissions tab in User details is where you can change their role and give them different permissions for example, the role of User admin lets them create and manage users and groups as well. There s more information on roles and their descriptions in section 5.2.

32 32 5. Users 5.2 Roles With Roles, administrators can control what users are able to do within the system. A role is a collection of permissions which could be based on a job function. You ll see a list of predefined roles, based on a fixed set of permissions, that can t be changed or deleted. New users are given the Standard (International) role by default. Or you can click on New role to create a custom role with your own set of permissions (only for Connect and Collaborate customers). There s a summary description of each role you ll need to click on the role name for a full list of its permissions and a tick box where you can to set the role as the default for new users. International calling must be set up at the company level before you can grant permission to individuals (see section 8.2). And don t forget that giving someone administrator status will give them full access to change any phone and user settings, so use it carefully.

33 33 5. Users 5.3 User groups (only for Connect and Collaborate customers) A user group gives a group manager access to all members settings and call logs. For example, a sales team with the sales manager having access to the settings and call logs for the salespeople. User group managers can also use Reports (see section 6) to view members historical call activity. In User groups, the + New Group button takes you through the steps needed to create a user group, then assign its members and a group manager. The user group manager must have a role of at least User admin. The new group is now listed in User groups. Click on a user group to edit its details and members. 5.4 Templates Rather than adding user information one at a time, Templates let you apply the same settings across multiple users. There are two types of templates, one for user settings and the other for specifying call handling rules, perhaps for special events. Click Add user settings template or the three dots icon and then Add call handling template to create a new template then complete the details you may want to take a look at the My Extension User Guide and save. The new template is now listed in Templates. Clicking on a template name brings up a side panel where you can view and edit its details. Click on Apply to select the people who are going to be using the template settings.

34 34 6. Reports Please note: You can access Reports as an administrator or user group manager from the BT Cloud Phone mobile app. Use Reports to view historical call activity as summary data and charts. You can look at a summary for your account or click on one of the other report tabs - Queue activity, User activity, Phone number or Call detail - to create a report based on this activity. Select the date range for your report by clicking the down arrow in the date box. Apply filters and select columns to focus your report on the data you want to see. Once you ve created a filtered view click + to save it for easy access in the future. Managers of user groups (only for Connect and Collaborate customers) can view and create similar reports based on data for group members only. 6.1 Summary This is where you can view a summary of call activity over the chosen date range for all incoming and outgoing calls. Fax and extension-to-extension calls are not included. There s a breakdown of incoming calls that lets you see how many have been answered, missed or have gone to voic . There are charts showing the trend in incoming call volume and the average peak call time by hour.

35 35 6. Reports 6.2 Queue activity This tab shows call volumes, handling and response times by call queue. Click on the up arrow by Expand to apply filters to the data: Call queue lets you select one or more call queues. Call type lets you focus on either internal or external calls. Dialled number allows you to filter calls by the main company numbers you ve used. Call length allows you to exclude short calls that are typically where callers dial a wrong number or hang up.

36 36 6. Reports 6.3 User activity Use this tab to view call volumes, daily or hourly call rates and average length of call by user. You can see how many calls have been answered, missed or have gone to voic . Click on the up arrow by Expand to apply filters to the data: User lets you select one or more user. To do this, click on the Users box, tick the people that you want to include, then click Done and Apply. Call type lets you focus on either internal or external calls.

37 37 6. Reports 6.4 Phone number This is where you can view call volumes, daily call rates and average length of incoming calls by a dialled number. It s useful for viewing which company numbers are creating the most traffic. You ll see how many calls have been answered, missed or have gone to voic . Click on the up arrow by Expand to select one or more number. To do this, click on the Dialled numbers box, tick the numbers that you want to include, then click Done and Apply. 6.5 Call details Use this tab to view and export detailed call information over the chosen date range. Click on the up arrow by Expand to apply filters to the data: Users lets you select one or more user. To do this, click on the Users box, tick the people that you want to include, then click Done and Apply. Call type lets you focus on either internal or external calls. Click on the Export button to export reports as csv files.

38 38 7. Call log The Call log is a way of reviewing all the incoming and outgoing calls and faxes for the company number or specified extensions you can look at a simple version or pick a more detailed view with itemised steps to explain what happens to a call and individual call costs (scroll window to view). Call logs are stored for 1 year or until you delete them. The arrow icons indicate different types and status of activities: Incoming call Incoming fax Outgoing call Outgoing fax Missed call Use the Call log to create customised reports on call activity; select the time period, then choose from advanced features such as type of call, call direction, extension, blocked calls, or recorded calls. You can also show the referral URLs for calls made through RingMe buttons on web pages. Once you ve finished your call log report, you can send it directly to an address on a daily, weekly, or monthly basis on specified days. There are direct links to RingOut from the phone numbers column and to Add new Contacts from the names column. Download your call logs and call recordings by clicking on the Download button. To clear your call log click on the Purge button.

39 39 8. Billing 8.1 Service summary Please note: BT Cloud Phone accounts have a cap on chargeable calls (such as international calls and UK calls not included in your call package). This is to help protect you from unauthorised usage and highlight unusual call spend. It s unlikely, but if your account does reaches its cap, then users will receive a voice prompt. Of course, we don t want to stop you making authorised calls so we can set the cap to suit your business. To review the cap on your account, call BT Cloud Phone support on and select the required menu option. Under Service summary you ll see information relating to your BT Cloud Phone contract, billing and service usage. In Billing transaction history, you can look back over your full billing history. If you re reaching the end of your minimum period, you ll see a Renew contract option here too, so you can renew your contract through the BT Cloud Phone portal. 8.2 Calling rates Please note: You can access Billing as an administrator from the BT Cloud Phone mobile app. Calling rates includes a list of call charges for premium rate destinations. If you scroll down there s also the option to disable or enable International calling. If it s disabled, it will be turned off for all users on your account; if it s enabled, you can view a list of call rates by country and turn them on or off as you prefer.

40 40 9. Tools 9.1 Meetings (only for Connect and Collaborate customers) Meetings is where you can view and download usage reports for the meetings app. There are three types of report to choose from: A Daily Report for a selected month, showing a daily summary of the number of meetings held, the total number of participants and total meeting minutes. A Usage Report which gives each user s meetings activity during a set period. Inactive Users which shows who hasn t been using the meetings app in the set period and when they last did so. 9.2 Archiver (only for Connect and Collaborate customers) Archiver lets you connect to Dropbox, your SFTP or Google Drive so you can upload recordings.

41 41 9. Tools 9.3 Appearance This is where you can add a logo to your BT Cloud Phone site and set a hyperlink when users click on it. 9.4 Session timeout Session timeout lets you set how long to wait before inactive users are logged out. It can be as little as 15 minutes or as long as 24 hours. 9.5 Hot desk session timeout (only for Connect and Collaborate customers) This is where you can set the session expiry time for common phones. The default value is 12 hours.

42 Account linking If you have multiple BT Cloud Phone accounts, you can ask BT Cloud Phone support to set up account linking. This area of the portal is where you ll see a summary of the linked accounts and their services. Once linked, the company directory shows users from all accounts and calls made between accounts are regarded as internal extension to extension calls. 9.7 Directory integration This is where you can automatically input users from your corporate directory into BT Cloud Phone.

43 BT Cloud Phone integrations BT Cloud Phone integrates seamlessly with the following business applications, helping users to work more efficiently and improve customer service and support BT Cloud Phone for Microsoft Office 365 BT Cloud Phone for Office 365 is available for all users running Office 365 with Google Chrome web browser. Users can download the extension from the Chrome web store by searching for BT Cloud Phone. Once installed, BT Cloud Phone for Microsoft Office 365 integrates contacts and capabilities from BT Cloud Phone and Office BT Cloud Phone for Google BT Cloud Phone for Google is available for all users with an active Google account and using Chrome web browser. Here are some of the features they ll be able to access: Make or receive calls through the BT Cloud Phone system directly from their Gmail account. Schedule BT Cloud Phone conferences and BT Cloud Phone meetings from their Google calendar. Click to dial any phone number in Gmail. Listen to your voic s directly in Gmail. Users can download the extension from the Chrome web store by searching for BT Cloud Phone BT Cloud Phone for Skype for Business BT Cloud Phone for Skype for Business is available for all users of Skype for Business running Windows 7 or later. It lets users make and receive BT Cloud Phone calls, send and receive texts, start online meetings and host audio conferences and update their presence status, all within Skype for Business. There s a download link in the Help Centre at Look for CRM Integrations in the left hand menu BT Cloud Phone Meetings for Microsoft Outlook (only for Connect and Collaborate customers) This extension lets users schedule or start a meeting directly from Outlook. A scheduled event in Outlook is automatically synchronised with the BT Cloud Phone meetings app. It s available from the Tools tab on the My extension portal. They ll need to select Meetings then Meetings Outlook plugin from the downloads options.

44 BT Cloud Phone integrations 10.5 BT Cloud Phone for Microsoft Dynamics CRM (only for Connect and Collaborate customers) With BT Cloud Phone for Microsoft Dynamics 365, users can call leads and customers from within Microsoft Dynamics 365 and automatically match incoming callers to existing contact records and display them on-screen. They can automatically save notes logged during or after a call. This integration works with Microsoft Dynamics CRM 2016 and above. There s a download link in the Help Centre at Look for CRM Integrations in the left hand menu BT Cloud Phone App for Salesforce (only for Connect and Collaborate customers) This applies to customers who are running Salesforce CRM from Salesforce.com. A Salesforce administrator can set up the app by following the instructions in the App for Salesforce Administrator Guide. Users can then download app for Salesforce from the Tools tab on the My extension portal BT Cloud Phone App for Zendesk (only for Connect and Collaborate customers) This applies to customers who are running Zendesk customer service software. Administrators can download the app from the Zendesk app exchange and install it on Zendesk by following the instructions in the App for Zendesk Administrator Guide BT Cloud Phone App for Desk (only for Connect and Collaborate customers) This applies to customers who are running Desk.com customer service software. Administrators of Desk can download the app from the Desk app exchange and install it on Desk by following the instructions in the App for Desk Administrator Guide.