Online Control Panel Group Administrator Guide. Document Version 1.0

Transcription

1 Online Control Panel Group Administrator Guide Document Version 1.0

2 Table of Contents 1 About This Guide Group Administrator Tasks and Responsibilities...7 GROUP ADMINISTRATION Profile Menu Access Group Profile Menu Profile View Group Profile Administrators List Administrators Holiday Schedule List Holiday Schedules Add Holiday Schedules Modify or Delete Holiday Schedule Change Password Change Your Password Time Schedule List Time Schedules Add Time Schedules Modify or Delete Time Schedule Resources Menu Access the Group Resources Menu List Identity/Device Profile Domains List Domains List Users Assigned to Domain Numbers List Assigned Numbers Services List Services List Service Pack Details Services Menu Access the Group Services Menu Call Manager Configure Group Directory Display Configure Enterprise Directory Display Hunt Group Modify Hunt Group Profile CHARTER BUSINESS PAGE 2 OF 59

3 5.3.2 Configure Weighted Call Distribution Assign Users to or Unassign Users from a Directory Number Hunting Group Voice Portal Configure Voice Portal Preferred Carrier Group List Preferred IntraLATA, InterLATA, and International Carriers for Group Utilities Menu Access Group Utilities Menu Common Phone List List and Delete Common Phone Numbers Add Common Phone Number Modify Common Phone Number Import Phone List Custom Contact Directories Adding a Custom Contact Directory Modify a Custom Contact Directory Group Directory List and Display Information for Phone Numbers in Group Enterprise Directory List and Display Information for Phone Numbers in Enterprise Password Rules List Password Rules for Users Extension Dialing View Extension Length Voice Portal Branding Select Greetings USER ADMINISTRATION User Profile Menu Access the Group Profile Menu Perform User-related Functions List Users Access the User Profile Menu Modify User Profile View User Addresses Change User Password Configure Other User Options Access User Option Menus Intercept User Index CHARTER BUSINESS PAGE 3 OF 59

4 Table of Figures Figure 1 Group Profile Menu... 9 Figure 2 Group Profile Menu Figure 3 Group Profile Figure 4 Group Administration Figure 5 Group Holiday Schedule Figure 6 Group Holiday Schedule Add Figure 7 Group Holiday Schedule Calendar Figure 8 Group Holiday Schedule Modify Figure 9 Group Holiday Schedule Calendar Figure 10 Group Change Password Figure 11 Group Time Schedule Figure 12 Group Time Schedule Add Figure 13 Group Time Schedule Modify Figure 14 Group Resources Menu Figure 15 Group Identity/Device Profiles Figure 16 Group Domains Figure 17 Group Domain Users Figure 18 Group Numbers Figure 19 Group Services Figure 20 Group Service Pack Detail Figure 21 Group Services Menu Figure 22 Group Call Manager Figure 23 Enterprise Call Manager Figure 24 Hunt Group Hunt Group Profile Figure 25 Hunt Group Weighted Call Distribution Figure 26 Hunt Group Directory Number Hunting Figure 27 Group Voice Portal Figure 28 Group Preferred Carrier Group Figure 29 Group Utilities Menu Figure 30 Group Common Phone List Figure 31 Group Common Phone List Add Figure 32 Group Common Phone List Modify Figure 33 Group Common Phone List Import Figure 34 Group Custom Contact Directory Figure 35 Group Custom Contact Directory Add Figure 36 Group Custom Contact Directory Figure 37 Group Group Directory Figure 38 Group Group Directory Summary (Example) Figure 39 Group Group Directory Details (Example) Figure 40 Group Enterprise Directory Figure 41 Group Enterprise Directory Summary (Example) Figure 42 Group Enterprise Directory Details (Example) Figure 43 Group Password Rules Figure 44 Group Extension Dialing Figure 45 Group Voice Portal Branding Figure 46 Group Profile Menu Figure 47 Group Profile Menu Figure 48 Group Users Figure 49 Group Profile Menu Figure 50 User Profile Figure 51 User Addresses Figure 52 User Passwords Figure 53 Group Profile Menu CHARTER BUSINESS PAGE 4 OF 59

5 Figure 55 User Intercept User CHARTER BUSINESS PAGE 5 OF 59

6 1 About This Guide The Online Control Panel Administrator Guide is designed to assist group administrators with management of all Online Control Panel group and user administration functions. Detailed instructions for each function and page of the Online Control Panel can be found both in the guide and in the online help, which is available using the Help link on each web page. This guide assumes administrators are familiar with the procedures in the Online Control Panel Getting Started Guide. CHARTER BUSINESS PAGE 6 OF 59

7 2 Group Administrator Tasks and Responsibilities A group administrator, using the Online Control Panel interface, performs these group tasks: View group administrators and add, modify or delete schedules (holiday and time) Configure group resources Configure group services Manage utilities such as the Common Phone List Perform advanced administrative functions CHARTER BUSINESS PAGE 7 OF 59

8 GROUP ADMINISTRATION This section contains the following chapters: Profile Menu Resources Menu Services Menu Utilities Menu CHARTER BUSINESS PAGE 8 OF 59

9 3 Profile Menu This chapter contains sections that correspond to each item on the Group Profile menu page. This menu page is the Home page for group administrators and it appears when you log in. To return to this page at any time, click Home. Figure 1 Group Profile Menu The Group Profile menu contains group profile related items. This guide describes the group items. NOTE: For information about management of all Online Control Panel user administration functions provided by the Users menu item, see the USER SERVICE ADMINISTRATION later in the guide. Basic menu This menu displays the items that all group administrators can use. Profile Administrators Holiday Schedule Change Password Time Schedule 3.1 Access Group Profile Menu Use the Group Profile menu to modify the profile of the group, add and modify administrators and departments in the group, add and modify schedules (Holiday and Time), and change your password. On your Home page, in the Options list, click Profile. The Group Profile menu page appears. CHARTER BUSINESS PAGE 9 OF 59

10 3.2 Profile Figure 2 Group Profile Menu Use this item from the Group Profile menu page to view the group profile View Group Profile Use the Group Profile page to view the group profile, for example, the calling line ID Group Number. Figure 3 Group Profile 1) On the Group Profile menu page, click Profile. The Group Profile page appears. 2) View all information. An asterisk (*) indicates required data. This table provides the input boxes and the data required for each box. To change any of the data this page you must contact Charter Business Customer Support. CHARTER BUSINESS PAGE 10 OF 59

11 Text Box Name Required? Description Example Service Provider (Read-only) The ID of the service provider for this group (enterprise or company). AWSTel Group (Read-only) The ID of the group. ABC Distributing Default Domain Yes The domain name. The dropdown list contains all domains configured for the group. Group Name No The legal company name. Do not use backslashes or double quotation marks. abccompany.com ABC Distributing Inc. Calling Line ID Group Name No The name that will appear, if enabled, instead of the user s name on telephone sets with caller ID. ABC Distributing Calling Line ID Group Number No The calling line phone number of the group Contact Name No The primary contact for the company, first and last name. Contact Phone No The phone number of the contact as you would dial it. Do not use spaces or dashes. Contact No The address of the contact for the group. Joe Smith OR joe@abcompany.com Time Zone Yes The time zone. (GMT-05:00) (US) Eastern Standard Time User limits Maximum number of users (Read-only) The maximum number of users allowed in this group. 20 Current number of users (Read-only) The current number of users in the group. 5 Additional Information Address (Read-only) The street address of the group. 123 Main Street City (Read-only) The city name. Gaithersburg State/Province (Read-only) The state or province. MD Zip/Postal Code (Read-only) The zip or postal code Country (Read-only) The country of the group or company. United States 3) OK displays the previous page. CHARTER BUSINESS PAGE 11 OF 59

12 3.3 Administrators Use this item on the Group Profile menu page to: List Administrators List Administrators Use the Group Administrators page to list all the administrators (group and department) in the group. NOTE: Please contact Charter Business Customer Care to add an administrator. Figure 4 Group Administration 1) On the Group Profile menu page, click Administrators. The Group Administrators page appears. This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. To display the previous page, click OK. CHARTER BUSINESS PAGE 12 OF 59

13 3.4 Holiday Schedule Use this item on the Group Profile menu page to: List Holiday Schedules Add Holiday Schedules Modify or Delete Holiday Schedule List Holiday Schedules Use the Group Holiday Schedule page to list all the holiday schedules in the group. On scheduled holidays, services that normally play daily greetings and dialing menus, play the after-hours greeting and dialing menu. From this page, you can add, modify, or delete a schedule. Figure 5 Group Holiday Schedule 1) On the Group Profile menu page, click Holiday Schedule. The Group Holiday Schedule page appears. This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. 2) To display the previous page, click OK or Cancel Add Holiday Schedules Use the Group Holiday Schedule Add page to add a holiday schedule for the group. Figure 6 Group Holiday Schedule Add CHARTER BUSINESS PAGE 13 OF 59

14 Figure 7 Group Holiday Schedule Calendar 1) On the Group Profile menu page, click Holiday Schedule. The Group Holiday Schedule page appears. 2) Click Add. The Group Holiday Schedule Add page appears. 3) Type or select data for the schedule. You can create up to 20 entries in a schedule. The number of schedules is not limited. Required data is indicated with an asterisk (*). Type a name for the schedule. Create an entry for each holiday in the schedule: its name (Holiday), its beginning date (Start Date), and its end date (End Date). If the holiday is only one day, type or select only the data for the Start Date. To select a date, click the calendar icon to the right of the text box for a date. On the calendar box, click either of the inner circles with arrowheads to change the month. Click either of the outer circles with arrowheads to change the year. Then, click the day. The selected date appears in the text box. 4) To save your changes and display the previous page, click OK. To exit without saving, select another page or click Cancel Modify or Delete Holiday Schedule Use the Group Holiday Schedule Modify page to modify or delete a holiday schedule a holiday schedule. Figure 8 Group Holiday Schedule Modify CHARTER BUSINESS PAGE 14 OF 59

15 Figure 9 Group Holiday Schedule Calendar 1) On the Group Profile menu page, click Holiday Schedule. The Group Holiday Schedule page appears. 2) Click Edit or any item on the row for the holiday schedule. The Group Holiday Schedule Modify page appears. 3) To delete the holiday schedule, click Delete. The previous page appears. 4) To edit the holiday schedule: Type or select data for the schedule. You can create up to 20 entries in a schedule. The number of schedules is not limited. Required data is indicated with an asterisk (*). Type a new name for the schedule. Change an entry or create a new entry in the schedule: its name (Holiday), its beginning date (Start Date), and its end date (End Date). If the holiday is only one day, type or select only the data for the Start Date. To select a date, click the calendar icon to the right of the text box for a date. On the calendar box, click either of the inner circles with arrowheads to change the month. Click either of the outer circles with arrowheads to change the year. Then, click the day. The selected date appears in the text box. 5) To save your changes and display the previous page, click OK. 3.5 Change Password To exit without saving, select another page or click Cancel to display the previous page. Use this menu item on the Group Profile menu page to change your group administrator password Change Your Password Use the Group Change Password page to change your password. CHARTER BUSINESS PAGE 15 OF 59

16 Figure 10 Group Change Password 1) On the Group Profile menu page, click Change Password. The Group Change Password page appears. 2) Type the information for your current and new password. Required data is indicated with an asterisk (*). 3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. 3.6 Time Schedule To exit without saving, select another page or click Cancel to display the previous page. Use this item on the Group Profile menu page to: List Time Schedules Add Time Schedules Modify or Delete Time Schedule List Time Schedules Use the Group Time Schedule page to list all the time schedules in the group. Time schedules can also be applied to services such as Call Notify, Priority Alert, and Selective Acceptance/Rejection/Forward. From this page, you can add, modify, or delete a schedule. Figure 11 Group Time Schedule 1) On the Group Profile menu page, click Time Schedule. The Group Time Schedule page appears. This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to CHARTER BUSINESS PAGE 16 OF 59

17 change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. 2) To display the previous page, click OK or Cancel Add Time Schedules Use the Group Time Schedule Add page to add a time schedule for the group. Figure 12 Group Time Schedule Add 1) On the Group Profile menu page, click Time Schedule. The Group Time Schedule page appears. 2) Click Add. The Group Time Schedule Add page appears. 3) Select or type data for the schedule. You can create up to 20 entries in a schedule. The number of schedules is not limited. Required data is indicated with an asterisk (*). Type a name for the schedule. Create an entry for each time period in the schedule: Select the Start Day and End Day. For the Start Day and End Day, type the time (HH:MM) and select AM or PM for the time. You can copy and paste the times you have typed. 4) To save your changes and display the previous page, click OK. To exit without saving, select another page or click Cancel. CHARTER BUSINESS PAGE 17 OF 59

18 3.6.3 Modify or Delete Time Schedule Use the Group Time Schedule Modify page to modify or delete a time schedule. Figure 13 Group Time Schedule Modify 1) On the Group Profile menu page, click Time Schedule. The Group Time Schedule page appears. 2) Click Edit or any item on the row for the schedule. The Group Time Schedule Modify page appears. 3) To delete the schedule, click Delete. The previous page appears. 4) To edit the schedule: Select or type data for the schedule. You can create up to 20 entries in a schedule. The number of schedules is not limited. Required data is indicated with an asterisk (*). Type a name for the schedule. Create an entry for each time period in the schedule: Select the Start Day and End Day. For the Start Day and End Day, type the time (HH:MM) and select AM or PM for the time. You can copy and paste the times you have typed. 5) To save your changes and display the previous page, click OK. To exit without saving, select another page or click Cancel to display the previous page. CHARTER BUSINESS PAGE 18 OF 59

19 4 Resources Menu This chapter contains sections that correspond to each item on the Group Resources menu page. Figure 14 Group Resources Menu The Group Resources menu contains these items: Configuration menu This menu displays the items that group administrators use to list and configure resources: Identity/Device Profiles Domains Services CHARTER BUSINESS PAGE 19 OF 59

20 4.1 Access the Group Resources Menu Use the items on the Group Resources menu to list resources assigned to your group. You can view Identity/Device Profiles to represent your users telephony equipment or public SIP identities. On your Home page, on the Options list, click Resources. The Group Resources menu page appears. Identity/Device Profiles Use this item on the Group Resources menu page to: List Identity/Device Profile List Identity/Device Profile Use the Group Identity/Device Profiles page to list your group s identity/device profiles. From this page, you can view an identity/device profile. 4.2 Domains Figure 15 Group Identity/Device Profiles 1) On the Group Resources menu page, click Identity/Device Profiles. The Group Identity/Device Profiles page with search criteria boxes appears. 2) To display the list of identity/device profiles, click Search. The Group Identity/Device Profiles page with the list of identity/device profiles and search criteria boxes appears. This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide. 3) To display the previous page, click OK. Use this item on the Group Resources menu page to: List Domains List Domains List Users Assigned to Domain Use the Group Domains page to list the domains assigned to your group. From this page, you can modify the profile of a user assigned to a domain. CHARTER BUSINESS PAGE 20 OF 59

21 Figure 16 Group Domains 1) On the Group Profile menu page, click Domains. The Group Domains page appears. This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. 2) To display the previous page, click OK List Users Assigned to Domain Use the Group Domains Users page to list the users assigned to a domain. NOTE: You cannot change the domain assigned to a user (or the users assigned to a domain). Figure 17 Group Domain Users 1) On the Group Resources menu page, click Domains. The Group Domains page appears. 2) Click Edit or any item on the row for the domain. The Group Domain Users page with search criteria boxes appears. 3) To display the list of users for the domain, click Search. The Group Domain Users page with the list of users and search criteria boxes appears. 4) To edit the profile of a user listed on this page, click Edit or any item on the row for the user. For more information, see the Online Control Panel User Guide. 5) To display the previous page, click OK. CHARTER BUSINESS PAGE 21 OF 59

22 4.3 Numbers Use this item on the Group Resources menu page to: List Assigned Numbers List Assigned Numbers Use the Group Numbers page to list the numbers assigned to your group, the users to whom individual numbers have been assigned, and the activation status of the number. 4.4 Services Figure 18 Group Numbers 1) On the Group Resources menu page, click Numbers. The Group Numbers page with search criteria boxes appears. 2) To display the list of numbers, click Search. The Group Numbers page with the list of numbers and search criteria boxes appears. The Groups Numbers page is a list page that contains an advanced search. The Phone Number, Department, Assigned user, and Activated status appear for each phone number. Depending on the number of pages of data in a list, list pages allow you to present the data several different ways. You can click the headings of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. 3) To display the previous page, click OK. Use this menu item on the Group Resources menu page to: List Services List Services List Service Pack Details Use the Group Services page to list the service packs, group services, and user services assigned to your group. CHARTER BUSINESS PAGE 22 OF 59

23 Figure 19 Group Services 1) On the Group Resources menu page, click Services. The Group Services page appears. 2) To display the previous page, click OK. CHARTER BUSINESS PAGE 23 OF 59

24 4.4.2 List Service Pack Details Use the Group Service Pack Detail page to list the services in a service pack assigned to the group. Figure 20 Group Service Pack Detail 1) On the Group Resources menu page, click Services. The Group Services page appears. 2) Click the name of the service pack. The Service Pack Detail page appears. 3) To display the previous page, click OK. CHARTER BUSINESS PAGE 24 OF 59

25 5 Services Menu This chapter contains sections that correspond to each item on the Group Services menu page. Figure 21 Group Services Menu The Group Services menu page contains these items: Basic menu This menu displays the items that all group administrators can use: Call Manager Hunt Group Voice Portal 5.1 Access the Group Services Menu Use the items on the Group Services menu page to configure services (other than those that you configure as virtual users), and configure special functions, such as a user s ability to access an external directory. On your Home page, on the Options list, click Services. The Group Services menu page appears. 5.2 Call Manager Use this item on the Group Services menu page to: Configure Group Directory Display Configure Enterprise Directory Display The Call Manager offers users in your group access to the Group Directory through the GROUP tab. If your group is part of an enterprise, the Call Manager instead offers access to the Enterprise Directory through the ENTERPRISE tab. Configure access to these directories using the Group Call Manager page. CHARTER BUSINESS PAGE 25 OF 59

26 5.2.1 Configure Group Directory Display The GROUP tab in the Call Manager displays the contents of the group directory, lists the contents of department and web directories, and can be used to search for individual names. A group directory search displays up to 100 results. You can use the Group Call Manager page to restrict the information displayed in the GROUP tab or hide the tab altogether. Figure 22 Group Call Manager 1) On the Group Services menu page, click Call Manager. The Group Call Manager page appears. 2) Select the group directory configuration by selecting one of these choices: Display Group Directory: Allows users to view the contents of the group directory, list the contents of department and web directories, and search for individual names within the GROUP tab of the Call Manager. Hide Group Directory: Hides the GROUP tab of the Call Manager. Display Limited Group Directory (search only): Allows users only to search for individual names within the GROUP tab of the Call Manager. For performance reasons, this option is recommended for groups with very large directories. 3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. CHARTER BUSINESS PAGE 26 OF 59

27 5.2.2 Configure Enterprise Directory Display The ENTERPRISE tab in the Call Manager displays the contents of the enterprise directory, lists the contents of department and web directories, and can be used to search for individual names. An enterprise directory search displays up to 100 results. You may not see the Enterprise tab if your service is configured as Group only. You can use the Group Call Manager page to restrict the information displayed in the ENTERPRISE tab or hide the tab altogether. Figure 23 Enterprise Call Manager 1) On the Group Services menu page, click Call Manager. The Group Call Manager page appears. 2) Select the enterprise directory configuration by selecting one of these choices: Display Enterprise Directory: Allows users to view the contents of the enterprise directory, list the contents of department and web directories, and search for individual names within the ENTERPRISE tab of the Call Manager. Hide Enterprise Directory: Hides the ENTERPRISE tab of the Call Manager. Display Limited Enterprise Directory (search only): Allows users only to search for individual names within the ENTERPRISE tab of the Call Manager. For performance reasons, this option is recommended for most enterprises due to the large number of users typically present in the enterprise directory. 3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. 5.3 Hunt Group The Hunt Group service routes incoming calls that are not directed to a specific user number to the next available user in the Hunt Group, according the Group Policy settings for the Hunt Group. This type of virtual user has the following specific administrative procedures: Modify Hunt Group Profile Configure Weighted Call Distribution Assign Users to or Unassign Users from a Directory Number Hunting Group CHARTER BUSINESS PAGE 27 OF 59

28 5.3.1 Modify Hunt Group Profile The Hunt Group Hunt Group Profile page is used to modify the profile information for a Hunt Group. Figure 24 Hunt Group Hunt Group Profile 1) On the Group Services menu page, click Hunt Group. The Group Hunt Group page appears. 2) Click Edit or any item on the row for the Hunt Group. The Hunt Group Profile menu page appears. 3) Click Profile. The Group Hunt Group Profile page appears. 4) To modify the profile information, type or select information for the Hunt Group. An asterisk (*) indicates required data. Select the Language, that is, the language in which service-specific messages are played during calls to the Call Center. The default is English (U.S. English) unless configured otherwise. Select the time zone from the Time Zone drop-down list. Select or unselect the Allow Call Waiting on Agents box. When Directory Number Hunting has been assigned to a Hunt Group, you can assign Call Waiting to Hunt Group agents so that they can handle more than one call directed to them, regardless of their Call Waiting feature status. The Group Policy options configure the call-distribution pattern for incoming calls. Click the button for the type of setup you want. Policy Regular Circular Simultaneous Uniform Weighted Call Distribution Description Sends incoming calls to the next available member of the Hunt Group. Sends incoming calls to users according to their position in a list. After a call has been sent to the last user on the list, the next call is sent to the user at the top of the list. Sends incoming calls to all user numbers at the same time. Once the call has been answered, the remaining calls to other users are released. Sends the current incoming call to the user who has been idle the longest. After a user has answered a call, he/she is moved to the bottom of the call queue. Assigns calls randomly to users according to percentages you assign on the Hunt Group Weighted Call Distribution page. CHARTER BUSINESS PAGE 28 OF 59

29 The No Answer Settings configure how the service behaves if a user does not answer a call. Type or select the data or select or unselect a box. A checked box indicates a feature is enabled. Input Box Skip to next agent after X rings Forward call after waiting X seconds Calls Forward to Description Select this box to have the system pass incoming unanswered calls to the next user determined by the current group policy after the specified number of rings. Select this box to forward calls that have not been answered by any user after the specified number of seconds to the phone number listed in the Calls Forward to text box. This box accepts values from 0 to 7200 seconds (2 hours). Calls not answered within the time specified by the Forward call after waiting X seconds control are transferred to the specified number. If this number is not one assigned to the group, type the complete number: + <country code> <national number>. 5) Assign users as members of the Hunt Group: To find a desired user, enter search criteria in the fields provided and click Search. If your group is part of an enterprise, your Hunt Group may include any user in the enterprise. Assign users: In the Available Users column, select the users. You can select some or all of the items in a column. Item names are listed in alphabetical order. To select several items in sequential order, click the first name, hold down the SHIFT key on the keyboard, and click the last name. To select several items, but not in a particular order, click the names while holding down the CTRL key on the keyboard. To assign the selected users, click Add >. To assign all users (unselected) at once, click Add All >>. NOTE: If your Hunt Group uses the Weighted Call Distribution policy, your new user will be assigned a percentage value of 0, and therefore will receive no calls until you alter this value on the Hunt Group Weighted Call Distribution page. See how to change the Weighted Call Distribution of a Hunt Group below. 6) Unassign users. In the Assigned Users column, select the users and click Remove <. To unassign all users (unselected) at once, click Remove All <<. 7) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page Configure Weighted Call Distribution Use the Hunt Group Weighted Call Distribution page to configure the Call Distribution policy within your Hunt Group. You can assign a percentage value to each user in the Hunt Group. When a new call comes in, the system is more or less likely to assign that call to a given user according to the CHARTER BUSINESS PAGE 29 OF 59

30 values you set on this page. Users already occupied with a call are not included in the random determination. NOTE: The percentage values represent the statistical likelihood of each user receiving the next incoming call. They are not exact guarantees or quotas. Figure 25 Hunt Group Weighted Call Distribution 1) On the Group Services menu page, click Hunt Group. The Group Hunt Group page appears. 2) Click Edit or any item on the row for the Call Center. The Hunt Group Profile menu page appears. 3) Click Weighted Call Distribution. The Hunt Group Weighted Call Distribution page appears. This link will only appear if you have enabled the Weighted Call Distribution policy on the profile page for this Hunt Group. 4) Assign a percentage value for each user in your Hunt Group using the input boxes provided. The values must add up to exactly ) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page Assign Users to or Unassign Users from a Directory Number Hunting Group Use the Hunt Group Directory Number Hunting page to assign or unassign the users who will be members of a Directory Number Hunting group. This service allows agents in the group to be called directly. When assigned to a Directory Number Hunting group, except for the Simultaneous Ringing policy, the call is handled by the existing Hunt Group policies and the called agent, if unavailable, is skipped. For the Simultaneous Ringing policy, an unavailable agent is not skipped. NOTE: A member of a Hunt Group can be assigned to only one Directory Hunting Group in the system. CHARTER BUSINESS PAGE 30 OF 59

31 Figure 26 Hunt Group Directory Number Hunting 1) On the Group Services menu page, click Hunt Group. The Group Hunt Group page appears. 2) Click Edit or any item on the row for the Hunt Group. The Hunt Group Profile menu page appears. 3) Click Directory Number Hunting. The Hunt Group Directory Number Hunting page appears. 4) Assign members of the Hunt Group to the Directory Number Hunting group. In the Available Users column, select the users to be assigned to the Directory Number Hunting group. You can select some or all of the items in a column. Item names are listed in alphabetical order. To select several items in sequential order, click the first name, hold down the SHIFT key on the keyboard, and click the last name. To select several items, but not in a particular order, click the names while holding down the CTRL key on the keyboard. To assign the selected users, click Add >. To assign all users (unselected) at once, click Add All >>. 5) Unassign users. In the Assigned Users column, select the users and click Remove <. To unassign all users (unselected) at once, click Remove All <<. 6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. CHARTER BUSINESS PAGE 31 OF 59

32 5.4 Voice Portal Use this item on the Services menu page to configure the voice portal Configure Voice Portal Use the Group Voice Portal page to turn the feature on or off, to configure the voice portal, and to add or modify the password for voice portal administrators in the group. All voice portal administrators share the same password and can use their phone and the voice portal to change the announcements.. The Voice Portal allows you to specify the number users without the Voice Messaging User service call to access Voice Messaging using the voice portal. One number is used for all services; if users do not have a service assigned, they do not hear options for that service in the menu when calling this number. Figure 27 Group Voice Portal 1) On the Group Services menu page, click Voice Portal. The Group Voice Portal page appears. The Voice Portal extension is view only and no phone number is assigned 2) Type or select information to configure the voice portal. The input boxes include the following: Phone Number: Users dial this number to access Voice Messaging and other services. The activation status of the assigned phone number is displayed to the right of the number under the Activated column. The status is not shown if the phone number is set to None. Extension: The extension box populates automatically for the phone number you select. You can change the extension, but the new extension cannot be the same as another extension in the group. Calling Line ID Last Name: This is the last name to be displayed on lines with Caller ID inside the company. Calling Line ID First Name: This is the first name to be displayed on lines with Caller ID inside the company. CHARTER BUSINESS PAGE 32 OF 59

33 Language: The language for the initial greeting and login messages for calls to the voice portal from outside the group. After login has been completed, the user's language becomes the language of the call. For calls from inside the group, the caller's language is used throughout the call. NOTE: A Language change is effective on the next new call to the Voice Portal. Time zone: The time zone of the Voice Portal virtual user. Allow Phone Numbers or Voice Mail Aliases on login in addition to Extensions: If this box is checked, users who do not call from their own extensions (or from a phone number defined as a Voice Messaging alias) are prompted for a mailbox ID instead of an extension. Validation is then made against extensions (as usual), phone numbers, and voice portal aliases. Use Voice Portal Wizard: The Voice Portal Wizard forces users to record a personalized name the first time they log in to the Voice Portal, and disables the option to delete the personalized name within the Voice Portal. 3) Type a numeric password, 4 to 8 digits in length. 4) Type the password used by any group administrator to log in to the voice portal system. A group administrator can change this password using the phone or this web page at any time. 5) Type the Voice Portal Password again. 6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. 5.5 Preferred Carrier Group Use this menu item on the Group Services menu page to list preferred intralata, interlata, and international carriers for the group List Preferred IntraLATA, InterLATA, and International Carriers for Group Use the Group Preferred Carrier Group page to list the preferred intralata, interlata, and international carriers your administrator has assigned for your group. Figure 28 Group Preferred Carrier Group 1) On the Group Services menu page, click Preferred Carriers Group. The Group Preferred Carriers Group page appears. 2) To display the previous page, click OK. CHARTER BUSINESS PAGE 33 OF 59

34 6 Utilities Menu This chapter contains sections that correspond to each item on the Group Utilities menu page. Figure 29 Group Utilities Menu The Group Utilities menu contains these items: Basic menu This menu displays the items that all group administrators can use: Common Phone List Custom Contact Directories Group Directory Password Rules Advanced menu This menu displays the items that group administrators can use only if such functions have been assigned to them: Extension Dialing Voice Portal Branding 6.1 Access Group Utilities Menu Use the Group Utilities menu to add and modify the users in your group, modify the profile of the group, and add and modify administrators and departments in the group. On your Home page, in the Options list, click Utilities. The Group Utilities menu page appears. CHARTER BUSINESS PAGE 34 OF 59

35 6.2 Common Phone List Use this item on the Group Utilities menu page to: List and Delete Common Phone Numbers Add Common Phone Number Modify Common Phone Number Import Phone List List and Delete Common Phone Numbers Use the Group Common Phone List page to view the list of phone numbers common to all users in the group and to delete one or more common phone numbers. From this page, you add and modify common phone numbers or import a phone list. The Common Phone List, used as a speed-dial list from user Call Managers, can contain as many contacts as required. You can edit these contacts at any time and the change is effective immediately in all user Call Manager Group Phone Lists. If your group is part of an enterprise, your common phone list will be merged in users Call Managers with the enterprise-level common phone list defined by your enterprise administrator. Figure 30 Group Common Phone List 1) On the Group Utilities menu page, click Common Phone List. The Group Common Phone List page appears. 2) To delete a number, check the Delete box for the number. 3) To import a phone list, see section Import Phone List. 4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. CHARTER BUSINESS PAGE 35 OF 59

36 6.2.2 Add Common Phone Number Use the Group Common Phone List Add page to add a common phone number. Figure 31 Group Common Phone List Add 1) On the Group Utilities menu page, click Common Phone List. The Group Common Phone List page appears. 2) Click Add. The Group Common Phone List Add page appears. 3) Type the information for the number. An asterisk (*) indicates required data. 4) Save your changes. Click OK. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page Modify Common Phone Number Use the Group Common Phone List page to modify or delete a common phone number. Figure 32 Group Common Phone List Modify 1) On the Group Utilities menu page, click Common Phone List. The Group Common Phone List page appears. NOTE: To delete the number, click Delete. The previous page appears. 2) Click Edit or any item in the row for the number. The Group Common Phone List Modify page appears. NOTE: To delete the number, click Delete. The previous page appears. CHARTER BUSINESS PAGE 36 OF 59

37 3) To modify the number, type the new information for the number. An asterisk (*) indicates required data. 4) Save your changes. Click OK. OK saves your changes and displays the previous page Import Phone List To exit without saving, select another page or click Cancel to display the previous page. Use the Group Common Phone List Import page to import an existing Comma Separated Values (CSV) phone list. To produce a CSV text file, click the Help link for the page or see the instructions for an application such as Microsoft Outlook, Word, or Excel. Figure 33 Group Common Phone List Import 1) On the Group Utilities menu page, click Common Phone List. The Group Common Phone List page appears. 2) Click Import Phone List. The Group Common Phone List Import page appears. 3) Select the file: Click Browse to find and open the CSV file. The path to the file appears in the text box. 4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. 6.3 Custom Contact Directories Use the Group Custom Contact Directory page to create a new custom contact directory and manage existing custom contact directories. The directory can contain a maximum of 1,000 users. The custom contact directories can be read by all users in the group. Users cannot be included in a custom contact directory if they have the User Privacy service assigned and have directory privacy enabled. CHARTER BUSINESS PAGE 37 OF 59

38 Figure 34 Group Custom Contact Directory 1) On the Group Utilities menu page, click Custom Contact Directories. The Group Custom Contact Directories page appears. This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. NOTE: If the search produces more than 1,000 entries, a warning appears requesting that you define the search criteria to narrow your search. 2) Save your changes. Click OK. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page Adding a Custom Contact Directory Use the Custom Contact Directory Add page to create a new custom contact directory. Figure 35 Group Custom Contact Directory Add 1) On the Group Utilities menu page, click Custom Contact Directory. The Group Custom Contact Directory page appears. 2) Click Add. The Group Custom Contact Directory Add page appears. CHARTER BUSINESS PAGE 38 OF 59

39 3) In the Directory Name text box, type the name. An asterisk (*) indicates required data. 4) Assign users: To find a desired user, enter search criteria in the fields provided and click Search. In the Available Users column, select the users. You can select some or all of the items in a column. Item names are listed in alphabetical order. To select several items in sequential order, click the first name, hold down the SHIFT key on the keyboard, and click the last name. To select several items, but not in a particular order, click the names while holding down the CTRL key on the keyboard. 5) To assign the selected users, click Add >. To assign all users (unselected) at once, click Add All >>. 6) Unassign services: In the Assigned Services column, select the services and click Remove <. To unassign all services (unselected) at once, click Remove All <<. 7) Save your changes. Click OK. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page Modify a Custom Contact Directory Use the Custom Contact Directory Modify page to modify or delete a custom contact directory. Figure 36 Group Custom Contact Directory 1) On the Group Utilities menu page, click Custom Contact Directory. The Group Custom Contact Directory page appears. 2) Click Edit on the row for the directory you would like to modify. The Group Custom Contact Directory Modify page appears. 3) In the Directory Name text box, type the information for the name if required. An asterisk (*) indicates required data. 4) Assign users: CHARTER BUSINESS PAGE 39 OF 59

40 To find a desired user, enter search criteria in the fields provided and click Search. In the Available Users column, select the users. You can select some or all of the items in a column. Item names are listed in alphabetical order. To select several items in sequential order, click the first name, hold down the SHIFT key on the keyboard, and click the last name. To select several items, but not in a particular order, click the names while holding down the CTRL key on the keyboard. 5) To assign the selected users, click Add >. To assign all users (unselected) at once, click Add All >>. 6) Unassign services: In the Assigned Services column, select the services and click Remove <. To unassign all services (unselected) at once, click Remove All <<. 7) To delete the custom contact directory, click Delete. The previous page appears. WARNING: This action cannot be undone. When you click Delete, the contact directory is permanently deleted. 8) Save your changes. Click OK. OK saves your changes and displays the previous page 6.4 Group Directory To exit without saving, select another page or click Cancel to display the previous page. Use this item on the Group Utilities menu page to list and display information for phone numbers in the group. The Group Directory is not available if your group is part of an enterprise. In its place, you have access to the Enterprise Directory. For more information, see section 6.5 Enterprise Directory List and Display Information for Phone Numbers in Group Use the Group Group Directory page to view the list of phone numbers and related information for each user. The list also shows a user s Yahoo ID and indicates if the user is online as follows: Yahoo ID Icon Yellow icon Grey icon No icon Description Indicates the user is online and logged in to Yahoo Instant Messaging. Indicates the user not online or logged in to Yahoo Instant Messaging. Indicates that a Yahoo Instant Messaging user ID has not been configured. You can also display a summary of all numbers or a list that provides the details for each number. CHARTER BUSINESS PAGE 40 OF 59

41 Figure 37 Group Group Directory Figure 38 Group Group Directory Summary (Example) CHARTER BUSINESS PAGE 41 OF 59

42 Figure 39 Group Group Directory Details (Example) 1) On the Group Utilities menu page, click Group Directory. The Group Group Directory page appears. The Group Group Directory page is a list page that contains an advanced search. The YahooID, Name, Phone Number, Extension, Mobile, Address, and Department appear for each user. Depending on the number of pages of data in a list, list pages allow you to present the data several different ways. You can click the headings of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. 2) To display the summary of company phone numbers and related information, click Group Directory Summary. A printable summary page appears in a separate browser window. 3) To display the details for each phone number and related information, click Group Directory Detail. A printable detail page appears in a separate browser window. 4) To display the previous page, click OK. 6.5 Enterprise Directory Use this item on the Group Utilities menu page to list and display information for phone numbers in the group. The Enterprise Directory is only available if your group is part of an enterprise List and Display Information for Phone Numbers in Enterprise Use the Group Enterprise Directory page to view the list of phone numbers and related information for each user in your enterprise. The list also shows a user s Yahoo ID and indicates if the user is online as follows: Yahoo ID Icon Yellow icon Grey icon Description Indicates the user is online and logged in to Yahoo Instant Messaging. Indicates the user not online or logged in to Yahoo Instant Messaging. CHARTER BUSINESS PAGE 42 OF 59

43 No icon Indicates that a Yahoo Instant Messaging user ID has not been configured. You can also display a summary of all numbers or a list that provides the details for each number. Figure 40 Group Enterprise Directory Figure 41 Group Enterprise Directory Summary (Example) CHARTER BUSINESS PAGE 43 OF 59

44 Figure 42 Group Enterprise Directory Details (Example) 1) On the Group Utilities menu page, click Enterprise Directory. The Group Enterprise Directory page appears. The Group Enterprise Directory page is a list page that contains an advanced search. Depending on the number of pages of data in a list, list pages allow you to present the data several different ways. You can click the headings of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. 2) To display the summary of company phone numbers and related information, click Enterprise Directory Summary. A printable summary page appears in a separate browser window. 3) To display the details for each phone number and related information, click Enterprise Directory Detail. A printable detail page appears in a separate browser window. 4) To display the previous page, click OK. CHARTER BUSINESS PAGE 44 OF 59

45 6.6 Password Rules Use this item on the Group Utilities menu page to list password rules for users List Password Rules for Users Use the Group Password Rules page to edit or view the criteria currently set for user passwords. If a service provider administrator has set some password rules, you cannot edit the input boxes for those rules. If the service provider administrator has set all the rules, this page is read-only. Users must follow the criteria set on this page when entering, resetting, or changing their passwords. Figure 43 Group Password Rules 1) On the Group Utilities menu page, click Password Rules. The Group Password Rules page appears. 2) Type or select data in any editable input box. 3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. CHARTER BUSINESS PAGE 45 OF 59

46 6.7 Extension Dialing Use this item on the Group Utilities menu to view extension length. Extension Dialing allows users in the group to dial only an extension number using the web interface or a phone to reach other members of the group. All extensions in a group must be the same length. The configured length of a group extension cannot be decreased. Contact Charter Business Customer Care to increase the length of a group extension View Extension Length Use the Group Extension Dialing page to view the extension length for the group. Figure 44 Group Extension Dialing 1) On the Group Utilities menu page, click Extension Dialing. The Group Extension Dialing page appears. 2) Click OK to display the previous page. 6.8 Voice Portal Branding Use this item on the Utilities menu page to select greetings Select Greetings Use the Voice Portal Branding page to select the sources for the Voice Portal Greeting and the Voice Messaging Greeting. The Voice Portal Greeting is played when a caller dials the voice portal number. The Voice Messaging Greeting is played when users in the group dial their extension to access their mailbox. Any voice portal administrator can also record or delete these messages by phone after they log in to the voice portal. NOTE: Assign the Voice Messaging Group service before using this page to brand greetings. The maximum length allowed for.wav and.mov files is five minutes. CHARTER BUSINESS PAGE 46 OF 59

47 Figure 45 Group Voice Portal Branding 1) On the Group Utilities menu page, click Voice Portal Branding. The Group Voice Portal Branding page appears. 2) Click the button to select the type of greeting. 3) If you select Branded Greeting, click Browse to find and open the source file for the greeting on your computer. This file must be a properly configured WAV file (CCITT u-law or a-law, 8-bit, 8-kHz mono) or MOV file (H.263 video codec, hinted streaming). The path to the file appears in the Load Custom Greeting box. 4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. CHARTER BUSINESS PAGE 47 OF 59

48 USER ADMINISTRATION This section contains the following chapter: User Profile Menu CHARTER BUSINESS PAGE 48 OF 59

49 7 User Profile Menu This chapter contains sections that correspond to the user-specific items on the Group Profile menu page. This menu page is the home page for group administrators and it appears when you log in. To return to this page at any time, click Home. Figure 46 Group Profile Menu The Group Profile menu contains a Basic and Advanced menu. This menu displays the items that all group administrators can use. This guide describes the user-specific items. 7.1 Access the Group Profile Menu Use the Group Profile menu to view and manage the users in your group. On your Home page, in the Options list, click Profile. The Group Profile menu page appears. Figure 47 Group Profile Menu CHARTER BUSINESS PAGE 49 OF 59

50 7.2 Perform User-related Functions Use the Group Users page perform or access the pages to perform the following user related functions: List Users Access the User Profile Menu Modify User Profile View User Addresses Change User Password Configure Other User Options Access User Option Menus Error! Reference source not found. Intercept User In addition to the above administrative functions the Group Administrator can use the Users page to change any individual user setting for features assigned to a user. For example Call Forwarding and user Time Schedules can be changed for a user by the group administrator. CHARTER BUSINESS PAGE 50 OF 59

51 7.2.1 List Users Use the Group Users page to list all the users in the group. On this page, you can search for a particular user. From this page, you can select a user to be modified, or change a user password. NOTE: The system can be configured to allow user authentication to be performed by an external server. When external activation is on, and you are not allowed to add users, no Add button appears on this page. Figure 48 Group Users 1) On the Group Profile menu page, click Users. The Group Users page with search criteria boxes appears. 2) To display the list of users, click Search. The Group Users page with the list of users and search criteria boxes appears. The Group Users page is a list page that contains an advanced search. The Last Name, First Name, Department, Phone Number, and Address appear for each user. Depending on the number of pages of data in a list, you can present the data several different ways. You can click the headings of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. 3) To display the previous page, click OK or Cancel Access the User Profile Menu Use the User Profile menu page to display the pages to modify a user profile or to change a user password. CHARTER BUSINESS PAGE 51 OF 59

52 Figure 49 Group Profile Menu 1) On the Group Profile menu page, click Users. The Group Users page with search criteria boxes appears. 2) To display the list of users, click Search. The Group Users page with the list of users and search criteria boxes appears. This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. 3) Click Edit or any item on the row for the user. The User Profile menu page appears. 4) To display the options for your Home page, click Group or Home. CHARTER BUSINESS PAGE 52 OF 59

53 7.2.3 Modify User Profile Use the User Profile page to modify a user profile. Figure 50 User Profile 1) For a selected user, on the Profile menu, click Profile. The User Profile page appears. 2) To edit the user s profile information, type or select data on the page. An asterisk (*) indicates required data. 3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. CHARTER BUSINESS PAGE 53 OF 59

54 7.2.4 View User Addresses Use the User Addresses page to view the telephone number, extension, identity/device profile and aliases assigned to a user. Figure 51 User Addresses 1) For a selected user, click Addresses. The User Addresses page appears. 2) View the phone number and extension for the user. The activation status of the assigned phone number is displayed to the right of the number under the Activated column. The status is not shown if the phone number is set to None Change User Password Use the User Passwords page to change a user password for the web portal or the voice portal. Users can also change their passwords. NOTE: The system can be configured to allow user authentication to be performed by an external server. When external authentication is active, you can set only the voice portal password on this page. Figure 52 User Passwords 1) For a selected user, click Passwords. The User Passwords page appears 2) Select the type of password: Click the button for the type you want. The Set voice portal button appears only for users with the Voice Messaging service. CHARTER BUSINESS PAGE 54 OF 59

55 3) Type the new password in the Reset Password text boxes. 4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page Configure Other User Options After you have added users, configured their initial passwords, and assigned services and call processing policies to them, you use menu items from the user option menus to do these procedures (which only you can do for a user): Access User Option Menus Intercept User NOTE: This document contains the user procedures that only the group administrator can perform. For descriptions of how users use the user option menus to complete the configuration of their environment, see the BroadWorks Application Server User Web Interface Administration Guide Access User Option Menus Use the options that appear for a selected user to configure these services for a User: Calling Party Outgoing Calling Plan, Incoming Calling Plan, and Intercept User. Figure 53 Group Profile Menu 1) Display the options for your Home page: Click Group or Home. 2) On the Group Profile menu page, click Users. The Group Users page with search criteria boxes appears. 3) To display the list of users, click Search. The Group Users page with the list of users appears. This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. CHARTER BUSINESS PAGE 55 OF 59

56 4) Click Edit or any item on the row for the user. The user Options appear on the navigation pane and the User Profile menu page appears Intercept User Use the User Intercept User page to block all calls terminating with a specific user. You can also configure the announcement played to callers and include a new phone number. NOTE: The maximum length allowed for.wav and.mov files is five minutes. Figure 54 User Intercept User 1) For a selected user, click Utilities. The User Utilities menu page appears. 2) Click Intercept User. The User Intercept User page appears. 3) Use the Intercept User control to determine whether or not the system will block this user s calls. Click On to block this user s calls. Click Off to return the user s account to normal service. 4) If you choose On, configure the remaining controls as desired. Use the Intercept Announcement control to set the announcement the system will play to callers. Select Default Announcement to play the following announcement: The number you are trying to reach is out of service. To upload a custom announcement, select Personal Announcement. Type the path and file name of a.wav file with your greeting in the Load Personal Audio Announcement text box, or click Browse to select a file on your computer. If your Intercept Group service has video support enabled, you can also type the path and file name of a.mov file with your greeting in the Load Personal Video Announcement text box, or click Browse to select a file on your computer. To play callers a new phone number for the intercepted user, select the Play new Phone Number check box, and enter the desired number in the box provided. CHARTER BUSINESS PAGE 56 OF 59