Virtual Communications Express Admin Guide: Getting Started Welcome to Verizon Virtual Communications Express!

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1 Welcome to Verizon Virtual Communications Express! Virtual Communications Express is an easy-to-use service designed to enhance communications with your coworkers, customers, and suppliers. It can help you work more efficiently - from virtually anywhere. This Getting Started Guide includes the following information to help you use the service once it s activated: How to log in to My Account, your administrator dashboard How to change your My Account administrator ID and/or password How to reset users voice mail passcodes and My Phone passwords How to assign phone numbers and phones to users How to manage your location-specific site services How to register for the Verizon Enterprise Center Where to go for more help

2 Table of Contents Welcome to Verizon Virtual Communications Express!...1 Table of Contents...2 Log In to the My Account Dashboard...3 Passwords for My Account and Voice Portal Administrator...4 Reset your My Account Administrator Password...4 Change your User Name/Password via the My Account Dashboard...5 Configure Voice Portal Passcode...6 Change User Passwords for My Phone and Voice Mail...7 Assign Telephones and Phone Numbers to Users...9 Site Services Manage Site Services Verizon Enterprise Center Registration Additional Help and Resources Getting Started with your Service Returning Equipment Contact Us

3 Log In to the My Account Dashboard The My Account dashboard enables administrators to manage and configure features and settings in Virtual Communications Express. 1. Go to the My Account portal at Figure 1 Log In 2. Enter your User Name and Password. 3. Click Login. The My Account Home page appears. 4. Click the My Site tab at the top of the screen. 5. Select a site from the list on the left. The My Site dashboard appears displaying quick links. Figure 2 My Site Dashboard 3

4 Passwords for My Account and Voice Portal Administrator Virtual Communications Express employs two types of administrator passwords: Administrator - the password used to sign in to My Account. Voice Portal Administrator - used to access administrator voice mail functions like Auto Attendant greetings and branding. Reset your My Account Administrator Password 1. Go to the My Account portal at 2. Click Forgot Your Password?. The Login pop-up appears. Figure 3 Login 1. Enter your User Name. 2. Click Password. A temporary password is ed to you. 3. Retrieve the temporary password from your , and then return to the My Account dashboard to log in. 4

5 Change your User Name/Password via the My Account Dashboard 1. Click the Profile tab at the top of the screen. The Profile screen appears. 2. Click Login. 1. Enter a new password. 2. Re-enter your new password to confirm it. 3. Click Save. Figure 4 Profile 5

6 Configure Voice Portal Passcode 1. Click the My Site tab at the top of the screen. 2. Select a site from the menu on the left. The My Site dashboard appears. 3. Click the Site Service tab at the top of the screen. 4. Click Voice Portal on the menu on the left. Figure 5 Voice Portal 5. Enter your voice portal password in the Enter new voice portal password field. 6. Enter it again in the Confirm new voice portal password field. 7. Click Save. 6

7 Change User Passwords for My Phone and Voice Mail 1. Click the Phone Assignment tab at the top of the screen. Figure 6 Phone Assignment 2. Double-click on a phone number (anywhere in the row) to modify it. The Station, Device And User Assignment pop-up appears. 3. Click the User Info tab. 7

8 Figure 7 User Info 4. Click Reset Voic Password to reset the user s voice mail passcode. 5. Click Reset MyPhone Password to reset the user s My Phone password. 6. Click Save. 7. Click Close. Note: New passwords are generated and automatically sent to the address associated with the user (shown in the field). 8

9 Assign Telephones and Phone Numbers to Users You must assign telephones and phone numbers to users so they can place and receive calls. Gather the below information for each user: Phone model. MAC address (serial number) found on the box or back of the phone. User extensions. If you do not have a preference, the system automatically assigns the last four digits of the user s phone number. 9

10 1. Click the Phone Assignment tab at the top of the screen. Figure 8 Phone Assignment You can assign phone numbers, modify extensions, assign stations (phones) to users, and modify the user s first and last name. The following columns are displayed: Phone Number phone number associated to each user or station. Station type assigned to the user. Stations represent the features the user receives. Extension assigned to the user. By default, the last four digits of the phone number represent the extension. Model Polycom phone model assigned to the user. MAC Address phone identifier, also known as the serial number. A unique series of letters and numbers representing the specific phone. This information is located on the back of the phone or on the box in which the phone was shipped. Port indicates which port of the end point device (phone or Analog Telephone Adaptor (ATA)) that the Virtual Communications Express line is associated with. Note: For all Polycom phones, this value is always 1. In the event an ATA is being used to provide an analog handoff (e.g., to a fax machine), the ATA has multiple ports available for assignment. If multiple lines are being applied to the same ATA, the first line assigned should be assigned to Port 1, then additional lines assigned to subsequent ports until exhausted. First Name user s first name. Last Name user s last name. 10

11 2. Double-click on the phone number you want to configure. The Station, Device And User Assignment pop-up appears. Figure 9 Station 3. Select a station from the Select a station drop-down list. 4. Click Assign. 5. Click the Phone And Model Assignment tab. 11

12 Figure 10 Phone And Model Assignment 6. Select the phone model from the Model drop-down list. 7. Enter the MAC Address. The Mac address entered here must match the MAC address on the phone. 8. Select 1 for the Port. 9. Select the Line Appearances. 10. Click Assign. 11. Click the User Info tab. 12

13 Figure 11 User Info 12. Enter the user s First Name and Last Name. 13. Confirm the Caller ID Number. When placing a call to a contact with caller ID enabled, this number appears on their phone. 14. Enter the Extension. The extension can be customized to 2-6 numeric digits. 15. Enter the User ID. 16. Enter the . This address receives My Phone credentials and voice mail passcode information. 17. Click Save. 18. Repeat steps 2-17 for each user. 13

14 Site Services Site Services are features assigned to your location, not an individual person. The following Site Services may be configured from your My Account portal: Hunt Group - configure groups of users to ring in a specific pattern within your location, or across locations when a call comes in to the hunt group telephone number. Call Center - Call Centers add another dimension to Hunt Groups by providing an automated answer for all calls, with customizable greetings, comfort messages, and hold music for the caller to hear while held in a network based queue until an agent (assigned user) is available to pick up the call. Call Queue - temporarily hold (i.e., queue) in the cloud when all users assigned to receive calls from the queue are busy on an active call. The queued call is routed to an available user when he/she is no longer on an active call. Auto Attendant - enable callers to reach an automated message and self select from a list of menu options. E.g., Thank you for calling ABC Company. For sales, press 1. Voice Portal - view and modify the Voice Portal number and extension, and reset the Voice Portal Password. Schedule - build business and after-hours time schedules and holiday schedules, which can assigned to Auto Attendants. Office Anywhere - enables users to place and receive calls from virtually anywhere using their configured device, or mobile phone. Note: Basic site configuration must be completed before users can begin using this service. Lead Numbers - a list of numbers assigned to Auto Attendants, Hunt Groups, and/or Call Queues that callers can dial to reach these services. Outbound Calling - displays the types of calls users can place for both outgoing calls and transfers/forwards. These can be modified per user in User Features. Music on Hold - allows you to customize the music callers hear when placed on hold by a user. Receptionist - used to screen inbound calls and shows the real time status of monitored users Group Paging - allows a user to set up a one-way call to a group of up to 20 target users by dialing a number or extension. The Group Paging service makes a simultaneous call to all the assigned targets and announces to the originator that the system is ready for paging. After speaking, the originator ends the page by hanging up the call. The site administrator must configure both the targets/recipients of a page and define the list of users that are eligible to receive the page. Conferencing - Meet-Me Conferencing allows multiple callers to join in a single call, which enables meetings among diversely located invitees at any time. This feature enhances productivity by providing a tool that facilitates communication among a group of people no matter where they are located. Once the feature is installed, it can be used at any time without the need for scheduling or reservations. Park/Pickup - The Call Park feature allows a user to park a call against other available members of a Call Park group, which can be picked up by other members of the group. Call Pickup enables a user to answer any ringing line within their pickup group. You can add, modify, and remove Call Pickup groups, as well as assign specific users. 14

15 Collaborate Bridge - Virtual Communications Express Collaborate provides a comprehensive suite of services with the following features: audio/video calling, conferencing with the Desktop My Room feature, Instant Messaging and Presence, service management call settings, desktop share, and address book/contact management. Manage Site Services 1. Click the Site Services tab at the top of the screen. Figure 12 Site Services 2. Select the service you want to configure from the menu on the left. 15

16 Verizon Enterprise Center Registration The Verizon Enterprise Center allows you to manage your Verizon services, streamline business processes, and control critical business functions and costs. Supported by a host of powerful, comprehensive self service capabilities, the portal is available 24 x 7 and provides you the ability to track and customize Verizon products to make them work for your business. Access to the Verizon Enterprise Center functions is divided into task oriented groups: Orders, Invoices, Repairs, Network Tools, IT Solutions, and Security. Refer to the Registration and Login Process User Guide to learn how to register and log in to the Verizon Enterprise Center. Access Verizon Enterprise Center User Guides at: 16

17 Additional Help and Resources Getting Started with your Service To learn how to manage your user account settings and site service features, go to: Returning Equipment Should you require replacement equipment, please refer to the Return Merchandise Authorization (RMA) quick reference guide located at Contact Us Virtual Communications Express Support: Or visit For questions on other Verizon Products: Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. Microsoft and Lync are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 1.16 July 2016