One Talk Portal Administrator s Guide

Transcription

1 One Talk Portal Administrator s Guide vzw.com/mybusiness About the One Talk Portal With One Talk SM from Verizon Portal, you can view your company s One Talk services, manage your accounts, create orders and much more. You can do it virtually anywhere, anytime, from any device. You can add One Talk service to specific lines and devices. Remember, a maximum of eight devices can be added to each One Talk line. You can also add Hunt Group, Auto Receptionist and several other features to your One Talk account. There are search options for finding a telephone number or device quickly and making changes to account details. This guide provides instructions for management of the One Talk service from the One Talk Portal.

2 Logging into the Portal...4 One Talk Portal layout...5 Overview...6 Welcome to One Talk Quick Tasks...6 Lines & Devices Summary...6 Managing lines...6 Purchase Additional Lines & Features...8 Adding One Talk service to an existing line...9 Group management...10 Defining a group during enrollment...10 Switching between groups...10 Creating groups...10 Creating groups in bulk...11 Editing groups...11 Moving users between groups...11 Deleting groups...11 Business feature management...11 Account Codes...11 Changing the greeting on Auto Receptionist...12 Changing Call Routing...13 Changing your Hunt Group...14 Group Forwarding Calling Line ID Delivery Custom Ringback Setting or changing Remote Group Pickup

3 Schedule viewing or changing business hours or after hours and holiday Features impacted with changes to schedule Music on Hold Virtual On-Net Extensions...18 Changing or editing user information...18 Editing Call Forwarding settings...19 Editing the Block Barge-In with or without tone

4 Logging into the Portal The One Talk Portal is accessible to Verizon Wireless business customers who have registered in My Business Account to manage all of their Verizon Wireless services. The One Talk service administrator for your company can perform the following self-serve functions for business and individual user telephone numbers. The administrator has complete management capability over corporate-liable lines. Corporateliable lines are billed to the corporation. Corporate-liable lines with One Talk service can be assigned by the administrator for employee Hunt Group or Auto Receptionist use. But employee-liable lines can only be assigned for employee use by the administrator after authorizing the line to join the business group. Set up user info: View/Manage Automated Receptionist View/Manage Hunt Group Set up and enable business features: Account Codes Automated Receptionist Hunt Group Group Forwarding Calling Line ID Delivery Custom Ringback Remote Group Pickup Schedule Music on Hold Virtual On-Net Extensions The One Talk service administrator cannot enable the following on an employee-liable line: Account Codes Group Forwarding Calling Line Delivery Custom Ringback Remote Group Pickup Administrator management capability is restricted on employee-liable lines. Employee-liable lines are billed to the employee. The administrator can do the following for an employee-liable line: Authorize employee-liable line for business functionality Include the employee-liable line in Group Forward, Hunt Group, Auto Receptionist and Remote Group Pickup Access the Portal from onetalk.com 1. Click Sign in to My Business under Get started today located at the bottom of the page. 2. Under Business sign in, enter your user name and click Sign In. 3. Your security image will appear to the right of the screen. If this image does not appear when you log in, do not log in as there may be a security issue. Call Verizon to report the issue. Enter your password. Click Continue. 4. If you have previously registered your computer, you will have listed an answer to a secret question. If you use a different computer, you will be prompted to answer your secret question. Type your answer and hit Enter. 4

5 One Talk Portal layout Let s now get familiar with the One Talk Portal. Upon successful login, you ll be in the Overview page. There are five upper tabs in the Portal that link to various resources and functions to facilitate navigation between configuring and managing features and lines. Portal Overview page Overview tab This tab provides shortcuts to purchase lines and devices, configure business preferences and rules, and view a summary of line/device counts. Lines & Devices tab This tab shows a complete list of the telephone lines and devices registered to the company account with One Talk service. You can click the appropriate line to view details, edit a profile and manage the features on that line. You can choose to view by a line or device. Both views allow you to conduct a search based on the field names, and download the results into a CSV or PDF file for management. To change the default fields presented on this page, click the gear icon to customize by removing and changing the order of the fields. If set to view by device, the table will show user number, extensions, user name, status, line type and the quantity of devices paired with the number. Refine the listing by using the filter to All, Active, Suspended, Corporate or Employee Block any/all user(s) from downloading the mobile app If the view is set to device, the table will show all devices and types registered with the One Talk service. It lists the device type, model, device ID, use line and name. Refine the listing by using the filter setting to select device type and/or status Update the 911 address for desk phones Features tab This tab gives the service administrator access to view and set preferences for various call management capabilities on company-liable One Talk user, Hunt Group and Auto Receptionist lines. The service administrator has limited access to managing employee-liable resources, including the lines in Hunt Group and Auto Receptionist. The service administrator can configure and enable features on corporate-liable lines assigned to an employee line, Hunt Group or Auto Receptionist. However, on employee-liable lines, the service administrator can only configure the line as an option in Auto Receptionist, add into a Hunt Group and add into a Group Calling Line. Enabling user features on employee-liable lines can only be completed by the account member in My Verizon. Auto Receptionist and Hunt Group lines can only be managed by the service administrator in the Portal. For employee user lines that are corporate-liable, financial responsibility rests with the company. These can be fully managed by the service administrator in the Portal. The user also has access to manage these lines in the Portal. 5

6 For user lines that are employee-liable, financial responsibility rests with the individual. These lines are fully managed by the user in the User Portal. The service administrator can configure some features, such as making the line an option in Auto Receptionist, a member in a ring cycle in Hunt Group and a member in Group Call forwarding. Below is a listing of business and user features accessible through the Portal: Account Codes Automated Receptionist Hunt Group Group Forwarding Calling Line ID Delivery Custom Ringback Remote Group Pickup Schedule Music on Hold Virtual On-Net Extensions Resources tab This tab gives you access to product support information through User Guides under Documentation, FAQs, a Get Started Q&A and How-to Videos about the One Talk service. A Contact Us link and Terms and Conditions for the service are also included. About One Talk tab This tab takes you to the One Talk product page for the latest information about the solution. Overview Welcome to One Talk Quick Tasks There are eight links on this section of the Portal Overview page that provide quick access to One Talk features and tasks. Some of the links also display the total number of that feature that the company has ordered (e.g., Hunt Groups, Automated Receptionist and Pre-authorized employee-liable lines). Lines & Devices Summary At the bottom of the Portal s Overview page is a summary of all lines and devices with One Talk service within your company. The first circle shows telephone lines divided into either corporate-liable or employee-liable. The second circle shows a breakdown of device types. Managing lines Adding One Talk service to lines and devices Click the New Line icon to add One Talk service. Activating an existing device by adding a One Talk line 1. Click the New Line icon. Click Mobile Client for a One Talk mobile app user. For this smartphone user, the One Talk number will be different from their wireless number. 6

7 2. Click Device to order a One Talk number on a new smartphone dialer or a new or existing current One Talk desk phone. A smartphone dialer user will have the same One Talk number for their smartphone number. If you are porting a line from another carrier, you must provide some additional information. Please enter the carrier information as listed on your bill. Click Submit. 3. Enter device ID, then click Continue. Use this to create a line for a desk phone or smartphone dialer use. 5. Select a Plan Type and a Contract Term. Click Continue. 6. The Accessories page is displayed. Choose desired accessories. Click Continue. 7. Your Cart page is displayed. Here you can change quantity, plan type, features, accessories and shipping method. After your selections have been made, click Continue to check out. 8. Enter user information. Select an NPA/NXX number. You can change the area code. Note that 911 Address must be confirmed or changed before a One Talk desk phone can be used. Here you can also transfer a number from another carrier to Verizon. If selected, enter the number, then click Check Eligibility. 9. When all of the information on the page has been entered, click Billing, Shipping & Payment. The billing, shipping and payment information is displayed. The selected address is shown. The address may be changed by adding a new address. Billing information may also be changed. 4. Choose Create New Billing Account or Add to Existing Billing Account. Select a billing account number in the drop-down menu or search for it. Click Continue. Note: When adding a new line, if your plan has a line limitation, then all One Talk corporateliable lines will count toward the maximum number. If you exceed the maximum allowable line count, you will not be able to add a line until the line limit is resolved. Once it is resolved (by either removing lines or adding to the maximum), you can create a new account. 7

8 10. Once the information is correct, click Review Order. 11. The Review & Submit page is displayed. Review your order. If everything is correct, click Submit Order. Purchase Additional Lines & Features There are five icons below the headline. Add One Talk to an Existing Line icon Add One Talk service to an existing corporateliable line. Add Devices to an Existing Line icon Add additional devices to an existing One Talk line. Once you select an individual line, you can activate existing equipment or have the option to purchase new equipment for that line of service. Purchase New Automated Receptionist icon Add a One Talk corporate-liable line to serve as an Automated Receptionist. Auto Receptionist lines are unique and cannot be paired with any devices (such as smartphones and desk phones). Purchase New Hunt Group icon Add One Talk to a corporate-liable line to use a Hunt Group feature. Hunt Group lines are unique and cannot be paired with any devices (such as smartphones and desk phones). Viewing transaction history View changes made to any line within the One Talk Portal, including changes to features or lines within the account. Purchasing a new device 1. To add One Talk service to a new device (desk phone or dialer), click the New Line icon. Then click Device and Purchase New. 2. Select the device, then select Payment Options (One Time payment). Then select a quantity and click Add to Cart. Repeat for other desk phone models. 3. Click Continue at the bottom of the page. Enter the user information, select Decline Device Insurance, then select Yes if you have an existing number to transfer to Verizon. Then click Continue to Plans. 4. Follow steps 4 through 11 under Activate Existing Device. Purchasing a new mobile client 1. To add a new One Talk line for use on a mobile device, click the New Line icon. Then click Mobile Client and Purchase New. 2. Click Create New Billing Account or Add to Existing Billing Account. Click Continue. New Line icon Use this selection to add a new One Talk line (phone number) for use on: Mobile app New or existing desk phone or One Talk dialer 8

9 3. Click Select under the One Talk plan. Click Continue. 4. Select features on the next page. Click Continue. 5. Then follow steps 7 through 11 for Add Existing Device. Adding One Talk service to an existing line Follow these instructions to add One Talk to a current active corporate-liable line. 1. Click the Add One Talk to an Existing Line icon to add One Talk service. 3. When you find the line to which you want to add One Talk service, check the box to the left of the number. Click + for details and edit as necessary. 5. Under Plans & Features to the right, click Add or Remove Features. 6. On the Add/Change Features page, click Decline New Equipment and make sure that the One Talk service has been checked. 2. A list of all existing lines associated with your account is displayed (including those that may already have One Talk service). Click the line or lines to which you want to add One Talk service. You can search by employee name or telephone number. 4. Click the Actions drop-down menu at the top left of the page. 9

10 7. Then click Continue at the bottom of the page. 8. The Review Selections page is displayed. Click Submit. 9. Review your features and make changes if necessary. Click Print Confirmation to print a copy of your One Talk order, if desired. Defining a group during enrollment Each business is provided a default group upon enrolling in One Talk. Group names can be changed anytime in the One Talk Portal. Switching between groups Switching between groups is performed in the One Talk Portal. 1. Display the details of the current selected group. 2. The drop-down reveals all groups created in the account. 3. Search by group name utilizing a full or partial name in the search field. 4. Selecting a group from the list refreshes the page with the selected group s details. Creating groups Groups can be created from the Manage Groups menu option. 1. Select Manage Groups from the One Talk Portal menu. 2. Select Create Group from the Actions drop-down. Group management Groups can be created within the One Talk Portal to organize users by department or site location. Group features such as Calling Line ID Delivery or Music on Hold can be configured or enabled per Group. 3. Enter a name for the group and select a time zone. 10

11 Creating groups in bulk Groups can be created in bulk from the Manage Groups screen using a template. 1. Select Download blank template (download and save the template to the desktop). 2. Enter the group names and time zones for the new groups using the downloaded template. 3. Upload the completed template by selecting Upload (created groups will appear in the group list). Moving users between groups Users can be moved to a different group from the Manage Group Members screen. 1. Select Manage Group Members. 2. Search for a user to move or select a group to display the list of users. 3. Select the group to move the user to. 4. Select the user to move from the list (and select the > icon to drag the user over). Business feature management The One Talk Portal also allows the service administrator to configure and enable user features for the corporate-liable user lines on a group by group basis. Account Codes Account Codes allow you to place either a mandatory or optional code to be dialed in front of a regular call-digit pattern. The code is associated with individual calls for tracking purposes and can be used to track dialed international calls. The system administrator can later view the calls placed using each code. 1. Click Features, then click Account Codes. Editing groups Group settings can be modified from Manage Groups. 1. Select the Pencil icon next to the group to be edited from the group list. 2. Edit the group name, time zone, extension length (2 to 6 digits) and group dialing prefix (2 to 6 digits). Deleting groups Groups can be deleted from Manage Groups. Select the trashcan icon next to the group to be deleted. Note: Only groups without users can be deleted. If a group has existing users, the users will need to be deactivated from One Talk or moved to another group first. 2. Click Create Code. 11

12 3. Enter the Account Code and Account Code Description, then click Submit. 2. Add the appropriate phone number of the users to use the code for outbound calls. Changing time zone To change the time zone for your group and user features tied to your corporate-liable line, select Manage/Add groups from the top menu. Select the edit button on the Manage Groups page to change the desired time zone. To add users to a specific code: 1. Click Manage/Assign Users. Changing the greeting on Auto Receptionist 1. Access the Auto Receptionist configuration tool from the Welcome to One Talk section of the Overview page. Select Manage under View/Manage Automated Receptionist. Alternately, you can access this through the Features tab under Auto Receptionist. 12

13 2. Click Quick View alongside the desired number for a summary of settings. 4. Click Set Up Automated Receptionist. Here is an example of a custom recording: Thank you for calling Joe s Plumbing. For billing, press 1. To schedule an appointment, press 2. To speak to the manager, press 3. For immediate service, press Click Edit in dialog box. Editable items in this next screen include: Automated Receptionist name Caller ID name Time Zone Line Status (Disconnect, Suspend, Change Number, Change Service Type) Change associated schedule Dial By Name Scope Dial By Extension Scope 5. Select Upload Custom Greeting. Click Upload to upload custom audio file. To make a custom greeting: You can record your own announcement. We recommend downloading and using the Broadsoft Recorder from the Apple App Store or Google Play Store. The Broadsoft Recorder formats the recording for you, so it s easy to use. Or you can use other programs and applications. Changing Call Routing The One Talk Call Routing feature lets you define up to 10 options for callers. These options directly correspond with the phone keys 0 to 9. If a caller presses a key number that has been defined, the call will be transferred to the designated number. 1. To make changes to Call Routing that has already been defined, follow steps 1 to 3 under Changing the greeting on Auto Receptionist to get to the Manage Automated Receptionist page. 2. Under the Keys column, define caller options Note: Please set the # option to Transfer to Operator and enter the Automated Receptionist number. 3. When you have finished making changes to your routing rules for keys, click Continue. 4. You can also edit the After Hours and Holidays schedule and greeting, or set After Hours routing to the same as Business Hours. Click Review. Then click Submit. 13

14 Changing your Hunt Group 1. Click the Manage button under the View/Manage Hunt Group icon from the Overview tab. 3. Click Edit on the Hunt Group dialog box to make changes. 5. On the next screen, you can change status from Active to Disconnect, or Suspend or Change Phone Number. You can also select a different calling sequence. Additionally, using the < and > arrows, you can move numbers in and out of the Hunt Group. 6. At the bottom of the page, you can also change the calling sequence, add or remove the telephone number for the group, and change the time limit. Alternatively, you can access Hunt Group through the Features tab. Then select the Hunt Group feature 4. Items that can be edited in the next screen include Hunt Group name, Caller ID name and time zone. Make the desired edits and then click Select Calling Sequence. 2. Click Quick View alongside the desired number for a summary of settings. Line status Calling sequence Lines included in sequence The order in the sequence 7. After making your changes, click Submit at the bottom of the page. 14

15 Group Forwarding Group Forwarding allows you to quickly forward multiple user lines to the same destination/number. 1. Click Features. 2. Click the Submit button to submit any changes to this group feature. Note: To disable the feature and display individual phone numbers for outbound calls, select Use individual phone numbers and click Submit. 2. Then click Group Forwarding. 3. Click Submit. Calling Line ID Delivery This feature allows one phone number (10 digits) to display for outbound calls from all One Talk phone numbers in the group. Every outbound call made displays the same 10 digit phone number. Navigate to Features > Caller Line ID Delivery to enable the feature in the One Talk Portal. Custom Ringback Upload a custom audio file (e.g., music or an advertisement) that gets played when callers dial a One Talk business line. This replaces the standard ringtone for One Talk phone numbers in the Group when enabled. To enable Custom Ringback: 1. Click Features, then click Custom Ringback. Changes that can be made: Turn the feature on or off Enter a number in the Forward to Phone Number field Select when to activate (Always or Schedule) Use the < and > arrows to add or remove lines to and from Group Forwarding 1. Select the appropriate option to enable or disable the group feature. a. Calling Line ID Delivery default value is Use individual phone numbers (disabled). b. The administrator must select the second option, Select a One Talk number or enter any number for all lines in the group (enabled). 15

16 2. Click Upload Custom File, then Upload. 4. Click Submit to enable Custom Ringback. Setting or changing Remote Group Pickup 1. On the Features page, click Remote Group Pickup. 3. Select the appropriate.wav file to upload from your desktop. Ensure the file meets the following requirements: Consultative Committee for International Telegraphy and Telephony (CCITT), u-law or a-law codec 8,000 khz (sampling rate/frequency) 8-bit mono.wav file type 2 MB or less total size 5. A success message will display. To disable Custom Ringback: 1. Select Off, then click Submit to disable Custom Ringback for that group. 2. Select an existing group or create a new one. If you re creating a new Remote Group Pickup, give it a name. Then assign the lines to the group using the right-facing arrow or drag and drop to the Selected Lines box. To edit a Remote Group Pickup, click the desired name. You can search for available lines by name or number. 16

17 3. Select the Remote Group Pickup name. Once in the Modify screen, you will be able to enter or edit the Group Name or select One Talk numbers. One Talk numbers can only be included in one group for Remote Group Pickup. To view business hours, after hours or holiday hours in a schedule: 1. Click the View/Update Schedule icon under Welcome to One Talk Quick Tasks. 2. View the list of schedules. Select a schedule. Music on Hold When you need to put callers on hold, let them listen to your custom or default music and recorded messages. 1. From the One Talk Portal, locate and select Music on Hold within the Features menu. 2. Turn the feature ON or OFF. 3. Choose from System Music or Custom Music. 4. Click Submit. Please note: You must click Submit whenever you turn Music on Hold on or off, and when selecting either System Music or Custom Music. 4. Click Submit to confirm your group settings. Schedule viewing or changing business hours or after hours and holiday The One Talk service can route incoming calls based on your normal business hours, evening hours or holiday periods with these features: Desk phones, dialer and client-paired lines: Pre-Alerting Announcement Simultaneous Ring Service Selective Call Forward Group Forwarding Selective Call Acceptance/Rejection Hunt Group line: Selective Call Acceptance/Rejection Selective Call Forward Auto Receptionist: Selective Call Acceptance/Rejection Selective Call Forward 3. Before editing a schedule, it is recommended that you dissociate its use by the features. Once a desired schedule is selected, you will be able to edit the schedule. You can edit the name, the time and the days. Once completed, click Submit and you can now associate it in your feature configuration. Features impacted with changes to schedule Selective Call Forwarding Selective Call Rejection Selective Call Accept Pre-Alerting Announcement Any changes made to a business schedule in use will impact the features listed above. To remedy this, create a new schedule and associate it with the features listed above. To use Custom Music: Click Upload to add an audio file. Please note: The file must be in the.wav file format with the following specifications: Consultative Committee for International Telegraphy and Telephony (CCITT) or International Telecommunications Union- Telecommunication (ITU-T) standards U-law or a-law codec 8,000 khz sampling rate/frequency 8-bit mono.wav file type 5 MB or less total size 17

18 Virtual On-Net Extensions Virtual On-Net Extensions allow you to create short codes or extensions for dialing external numbers (e.g., 800 numbers or any non One Talk phone number) that can be dialed as an extension from One Talk devices. You can alternately edit user info by clicking the field and editing the entry or by selecting the Upload Spread Sheet tab. Then click Download a blank template or Download a template with a list of phone numbers. When you have entered the changes, click Upload. 1. From the One Talk Portal, locate and select Virtual On-Net Extensions within the Features menu. Changing or editing user information 1. From the Overview tab, click the Manage button under Set Up User Info, which is located under Welcome to One Talk Quick Tasks. 2. Select Add a line from the Actions drop-down. 2. Optional: Filter the listing according to days since the last activity: 30, 60, 90 or 180 days, or one year. Search based on name or telephone number. Another method for updating an individual user line is from the Lines & Devices tab. Enter the desired number in the search box and retrieve the corporate-liable line. 3. Click Edit User Information at the top of the page. 3. Enter the phone number, user name and virtual extension and click Save. Note: Virtual extensions can also be added in bulk using a template. 18

19 4. Edit user information, then click Submit. Editing Call Forwarding settings 1. To set up the Call Forwarding feature, click the Manage User Features icon under Quick Tasks. (You can also access the Call Forwarding feature settings from the Lines & Devices tab.) There are five settings. Select from the following Call Forwarding options: Group enables you to forward all calls for multiple lines in the group to another number all the time or based on a schedule Selective forwards calls based on a predefined schedule and phone numbers Always forwards all calls to another destination. Busy forwards calls when your line is busy No Answer reroutes a call if you don t answer after five rings Call Forwarding features can be turned on and off as needed. Turning on the feature will give you the option to forward to voic or to another phone number. Call Forwarding can be enabled with a schedule. 3. Choose the Call Forwarding setting you want, then move the status toggle to on (green) for the phone number you want to enable. Choose to forward your calls to another number or to your voic . Then click Submit. You can adjust Call Forwarding settings by clicking on the gear icon next to the line to which changes will be made. The same Call Forwarding dialog box will appear. Make changes and click Submit. 2. Click Call Forwarding. You can also use the Lines & Devices tab to set up Call Forwarding for a single line. 19

20 1. Select the Lines & Devices tab and choose the line you want to add Call Forwarding to by checking the box or clicking the phone number. Editing the Block Barge-In with or without tone This feature allows other members of your business to remotely pick up your line while it is ringing to make sure no customer calls are missed, or to join your call in progress with or without a warning tone. 1. Select the Features tab and then click Block Barge-In. 3. Slide the status toggle to on (green) to turn on the feature for that particular line. Click the gear icon to the right of the status toggle to select or deselect Allow warning tone during barge in. Click Submit. 2. On the next page, scroll down to set or adjust Call Forwarding features. 3. The Call Forwarding dialog boxes will appear. Make the desired changes, then click Submit. 2. Click the gear icon to the right of the line you want to configure. Changing Selective Call Acceptance/ Rejection user lines This feature allows you to only accept specific calls based on conditions that you define or reject incoming calls based on predefined conditions you set. You can accept all calls or only calls from up to 10 specific phone numbers based on a predefined schedule (business or holiday). Up to five conditions/options can be configured. If you have both Selective Call Acceptance and Rejection activated, the settings for Acceptance will be used first. 20

21 1. To enable the feature, select the Features tab and then click Selective Call Acceptance/Rejection. 2. To turn on the feature for a specific phone number, slide the status toggle to on (green). 3. Click the radio buttons to select or deselect Accept Calls from Any Phone Number or Accept Calls from Specified Numbers (Up to 10 Numbers). If the latter is selected, enter the phone numbers. Choose already-configured business and/or holiday schedules, or turn feature to Always. You can also choose the Add New Selective Call Acceptance option. Click Submit. 3. Search for the Hunt Group number. 4. Click for details. 5. Click the Selective Call Acceptance or Rejection gear icon and then edit. Changing Selective Call Acceptance/ Rejection Automated Receptionist lines The Automated Receptionist line can be set to accept or reject based on certain conditions (such as a schedule or list of callers). 1. Click the Manage User Features icon under Quick Tasks. 2. Click Selective Call Acceptance/Rejection. Then click the desired option: Acceptance or Rejection. 3. Search Automated Receptionist for the line number. 4. Click for details. 5. Click the Selective Call Acceptance or Rejection gear icon and then edit. Changing Selective Call Acceptance/ Rejection Hunt Group lines The Hunt Group line can be set to accept or reject based on certain conditions (such as a schedule or list of callers). 1. Click the Manage User Features icon under Quick Tasks. 2. Click Selective Call Acceptance/Rejection. Then click the desired option: Acceptance or Rejection. Learn more. For more information, visit onetalk.com One Talk capable desk phone must be purchased from Verizon to support some of these features. Features available on select phones. Activation of the One Talk feature and broadband connection is required. Network details & coverage maps at vzw.com Verizon. UG One Talk Portal admin guide 21 PREVIOUS CONTENTS