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3 Webcasts Web Cast Presentation Your presentation consists of an Audio Bridge Please Mute your handsets and listen via hands free *6 will mute/unmute your phone if it doesn t have the facility Ask questions at the any questions slides (un-mute your handsets)

4 Web Cast Web Cast Presentation Once loaded, the Control Panel can be minimised/maximised by clicking on the orange directional arrow The audio conference details are displayed on the Control panel Please do not close the Control Panel by clicking on the X button, if you do a prompt will be displayed asking whether you wish to leave the training session If you click yes your training session will end and a feedback poll will be generated However you can re-join the training session by clicking on the link in your invitation

5 Webcasts Web Cast Presentation To view the presentation in full screen mode you can click the maximise icon, on the Go To Training Viewer window.

6 To familiarise you with: Enabling System, Extension, and Group voic boxes Recording a System voic greeting Configuring diverts to voic Configuring Unified Messaging Recording an Auto Attendant Greeting Configuring Auto Attendant dial pad options Enabling the Auto Attendant in group and extension scenarios Configuring Night and Day Auto Attendant settings Configuring the Courtesy Service

7 Overview Answering services on the Quantum Voic Different types of voic available Capacities System Voic Enabling System Voic Recording the System Voic greeting Diverting calls to System Voic System Voic message retrieval Extension Voic Enabling Extension Voic Recording Extension Voic greetings Diverting calls to Extension Voic Extension Voic message retrieval Unified Messaging Group Voic Enabling Group Voic Recording Group Voic greetings Diverting calls to Group Voic Group Voic Message retrieval Auto Attendant Overview Recording the Auto Attendant greeting Configuring Auto Attendant dial pad options Routing calls to the Auto Attendant Auto Attendant Timer settings Night Service Overview Setting Night Service Timers Using Night Service Weekend Service

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10 What is the BT Quantum? The Quantum is a modular PBX communication system, designed for the small to medium enterprise environment The system supports all the needs of a small to medium sized office: Supported Line types include BRI, PRI, PSTN, and SIP Up to 16 BRI Up to 30 PRI Supports up to 48 Extensions including IP, Digital, DECT, and Analogue Has an intergraded ADSL2+ modem for internet access Fixed/Mobile Convergence (FMC) mobile phones can be included as part of your communications network, allowing for calls to be easily passed from desk to mobile with simultaneous ringing when calls arrive

11 What is the BT Quantum? Modular = Flexible The Quantum can be configured and customised to meet your exact business needs Quick and easy to change communication methods by swapping out expansion cards

12 Basic Architecture Lines from Exchange connect to PRI, BRI or Analogue line cards WAN port for alternative means of access via an existing on-site modem Phone devices connect to Analogue, digital or DECT extension cards IP Phones connect to POE card (IP Base Module only) ADSL2+ WAN access for Internet and / or Remote Worker access Mobile broadband via a USB dongle

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15 Voic The Quantum supports 3 voic inbox types, these are: System Voic Can be enabled on a line to answer incoming calls (Answering machine) Extension Voic Can be enabled to provide individual extensions with there own personal voic boxes Group Voic Can be enabled to provide extension groups such as ring groups and hunt groups with voic inboxes

16 Voic The capacities of the Quantum Voic system are: A total of 69 mailboxes 1 System Voic inbox 48 Extension Voic inboxes 20 Group Voic inboxes The System Voic inbox can hold a maximum of 200 messages The maximum number of message that Ext. and Group mailboxes can hold can be set between 10-50, 50 is the default value The maximum recording length for incoming messages and mailbox greetings can be set between seconds, 60 seconds is the default value Messages that are not retrieved are deleted after 21 days, retrieved messages are deleted after 3 days

17 System Voic System Voic acts like an answering machine for all default routed calls e.g., calls to a company s central number or calls not directed at a specific group or extension Once System Voic is enabled on a line, calls are answered after a defined period Leave this feature on permanently to answer unanswered calls System Voic can be enabled from the GUI (Web programming interface) or the Programming Extension Dial *0 from any extension to access the System Voic box Greetings can be recorded from any extension a default greeting will play until a custom greeting is recorded and enabled When a voic is left in the System inbox, a notification is sent to Ext 201 (the default reception extension)

18 System Voic Setting the System Voic PIN Before any other configuration takes place, ensure that the Voic password (or PIN) is set to a value (other than the default) to prevent unauthorised access to messages and settings This can be achieved by accessing System Voic via an extension (dial *0) or via the administrator interface Login in to the GUI and open the PBX menu and select System Settings

19 System Voic Next, enter a PIN in the System Voic field and then click the Submit button

20 Configuring System Voic In order to configure System Voic to pickup unanswered calls, you must first enable the service on a line (multiple lines could be configured to use this feature) In the GUI, open the Lines select a line type from Analogue, ISDN, and VoIP Set the System Voic menu to Enabled The default setting is Disabled

21 Configuring System Voic Then click Submit to confirm the changes Once System Voic has been enabled on a line, the individual mailbox needs to be enabled, and the System Voic Delay time configured (for all unanswered calls on these lines) This is achieved by: Enabling System Voic within the GUI or on the Programming Extension (201) Also defining the Voic timer for all unanswered calls

22 Configuring System Voic Enabling the System Voic via the Programming Extension: From Extension 201 s Display Menu, select System VM Box to turn the system on Once Enabled, the prompt System VM Box OFF will be displayed This would be selected again to turn the System Voic off

23 Configuring System Voic Enabling the System Voic via the GUI Open the PBX menu and select System Settings Locate the System Voic setting. Open the menu and select Enabled The System Mailbox capacity is 200 by default Click Submit to confirm settings All users can access the System Voic inbox by dialling *0 and entering in the System Voic password (in this example 1111)

24 Configuring System Voic Setting the System Voic Timeout System Voic is now enabled and ready for calls, the final setting that may need altering is the delay time that the system waits before forwarding the call to Voic This is configured on the Timers page Open the PBX menu and select Timers Set the System Voic Delay to a time (in seconds) that suits the default value is 10 seconds Click the Save button to confirm settings

25 Voic & Auto Attendant Timers The Timers page controls the time-related aspects of Voic and the Auto Attendant Control settings such as 1. Divert on no Answer 2. System Voic Delay 3. Voic Message Length 4. Courtesy Delay 5. Auto Attendant Start Note: The Auto Attendant Dial Timer should not be changed

26 Configuring System Voic Recording a System Voic Greeting A standard greeting is supplied, but if required a custom greeting can be recorded To record a new greeting *0 1. Dial *0 from any extension Dial Exit

27 Configuring System Voic 2. Using the number pad enter the System Voic PIN (as entered in System Settings, System Voic Password field) Enter password Exit

28 Configuring System Voic 3. Select Mailbox options, when selecting either button will activate the choice Select option Play Mailbox options Exit

29 Configuring System Voic 4. Select Record greeting, to record the new greeting Select option Record greeting Replay greeting Delete greeting Change password

30 Configuring System Voic 5. At the prompt, lift the handset and record the greeting, press # once complete After the tone, record your message and then press # Note: It is advisable to lift the receiver when recording greetings as the speaker may give a lower quality and pickup ambient noise Select option Record greeting Replay greeting Delete greeting Change password

31 Configuring System Voic 6. To set the greeting press the Confirm button 7. Press Replay greeting to hear the greeting 8. Press Record greeting to re-record Select option Confirm Replay greeting Record greeting Exit

32 Configuring System Voic 9. Scroll down 10. Then select Exit Select option Monitor Exit

33 Configuring System Voic 11. Select Exit again to finish Select option Any unanswered calls to the lines answered by the System Voic will now be greeted with this newly recorded greeting Play Mailbox options Exit

34 Configuring System Voic Global Access to Mailboxes via DDI s All mailboxes can be accessed remotely by assigning a system Voic DDI When dialled, the DDI will take the caller to the Voic login prompt, where they can enter their extension number and Voic PIN, giving access to mailbox options including message playback, greeting changes, and password change System Voic is accessed by entering 0 at the prompt It is advised for security purposes that all default voic passwords are changed before employing this feature

35 Configuring System Voic To configure the Voic DDI, open the Lines menu and select DDI Settings Enter the desired DDI in the Voic DDI field at the bottom of the screen Click Save to confirm the setting Users can now dial through to the System Voic inbox by calling the configured number

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38 Extension Voic Extension (or Personal) Voic is a mailbox that is private to just one extension So when a call is routed direct to that extension (e.g., from the Auto Attendant, via internal transfer, or a via a DDI) its voic will pick up the call if it is unanswered or if the extension is busy (by default) The 48 extensions on the Quantum can be assigned their own mailbox Each mailbox can store a maximum of 50 messages These mailboxes can be set to only play a greeting and not accept messages, these are configured as Information Only Users can record their own custom greetings via their extensions Notification via the message waiting lamp and flashing message button indicates new and un-listened to messages on their phone (for IP Phones) PSTN (Analogue) phones give a broken dial tone noise to stipulate that a new Voic message has been received

39 Configuring Extension Voic Voic Diverts: Enabling the voic inbox automatically enables divert on no answer and divert on busy to its own mailbox

40 Configuring Extension Voic Select an extension and then open the Voic drop-down menu The default position is Disabled Set to Standard to enable the normal voic inbox Set to Information only to enable a Please call back later greeting with no option to leave a message From the main menu bar select Extensions, Extension Diverts to set divert options

41 Configuring Extension Voic If a mailbox is allocated to an extension, this is how it is configured by default Notice that Divert on Busy and Divert on No Answer are enabled automatically External Diversion can be enabled to allow all calls or just calls from external sources to be diverted to external destinations. By default, this setting is disabled to prevent abuse of the system Click the Save button to confirm settings Calls that arrive at this extension will divert to voic if they are unanswered or if the extension is busy

42 Configuring Extension Voic The Advanced Extension Settings screen contains many options such as Voic Password When users access their voic inbox they will be prompted for a pass code (PIN), The default code is 1111, enter a different code in the Voic Password field if required Click the Save button to confirm settings

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45 Unified Messaging Overview The BT Quantum s Unified Messaging facility enables notifications to be sent to users when a voic is left in their extension voic inbox As well as a notification of the message, s will also carry a copy of the message in the form of a media attachment Two UM modes are supported by BT Quantum: SMTP IMAP Only one type can be utilised for generating outbound s on the BT Quantum (SMTP or IMAP) You will require a valid account to be configured on the BT Quantum (containing all information relating to that account as held by the external SMTP/IMAP server) Both types can be utilised simultaneously on the same system by users For example, some users can make use of SMTP and some can utilize IMAP

46 Unified Messaging Supported UM modes: SMTP overview Voic s are ed as attachments to associated addresses Messages are played on the client PC Call to Ext 205 No, answer, diverted to VM Voic copy sent to Ext 205 s address: johnsmith@business.com Sent from Quantum s account: quantum@business.com

47 Unified Messaging Supported UM modes: IMAP overview Voic inboxes are linked, or synchronised, with accounts Message notifications are displayed in users inboxes When a message is accessed or deleted via the system the Voic system is updated accordingly Call to Ext 205 No, answer, diverted to VM Message status updated on Quantum and Mail server Voic to Ext 205 s IMAP account User reviews message

48 Configuring Unified Messaging Steps to configure Unified Messaging 1. Configure mail account and server settings 2. License extensions to use the Unified Messaging facility 3. Configure licensed extensions with /imap address for message notifications Step 1. First configure server settings: Start by opening the Extensions menu and select Unified Messaging

49 Configuring Unified Messaging The Unified Messaging screen is split between SMTP and IMAP settings, configure mail settings as required for either of the protocols Notifications enabled by default Only one type can be utilised for generating outbound s on the BT Quantum (SMTP or IMAP) You will require a valid account to be configured on the BT Quantum containing all information relating to that account as held by the external SMTP/IMAP server)

50 Configuring Unified Messaging To Configure SMTP: Define the mail server s address in the Server field Enable or disable TLS security as necessary, depending on the mail server s configuration Enter the Port number used by SMTP Enter the Name that will appear in the From field when messages are sent to extension addresses

51 Configuring Unified Messaging Enter the Address used by the BT Quantum to send s Enable or disable Authentication Enter the Username and Password associated with the address Note: You may need to contact your service provider to get full details on settings for your accounts

52 Configuring Unified Messaging To Configure IMAP: Enter the Server address of the IMAP server that will be used to synchronise accounts and voic Enable or disable TLS according to server configuration Define the Port number utilised by IMAP 143 is the default Click Submit when all settings have been entered Additional IMAP configuration is required under extension licensing

53 Configuring Unified Messaging Click the Extensions menu and select Extension Licences Displayed are the number of each type of licence available and how many have been allocated The extensions with licenses allocated to them To change an extension, use the drop down menu (e.g. under Unified Messaging set the licence to Allocated) Then click on Submit Total number of licences available and allocated for each feature

54 Configuring Unified Messaging On clicking Submit a process message appears Click OK to continue Followed by the Allocation screen Once set the Extension Licence screen reappears with the extension displaying Allocated (with the Total and Allocated licences amended accordingly)

55 Configuring Unified Messaging Next the users details need to be entered via the Extensions menu (under the Extension Settings option) Select the required extension and click on the Advanced button

56 Configuring Unified Messaging At the bottom of the screen, enter the UM address and/or IMAP account credentials (used to notify the user) Click Submit to confirm settings

57 Configuring Unified Messaging UM is now configured for use as either IMAP or SMTP Call to Ext 205 No, answer, diverted to VM Voic copy sent to Ext 205 s address: johnsmith@business.com Sent from Quantum s account: quantum@business.com

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59 Group Voic Overview Group Voic is used to capture calls that go unanswered to any specific group (or if the group number is busy) The Quantum supports up to 20 groups, each group can have its own voice mailbox Maximum number of messages that can be stored in a group mailbox is 50 Group mailboxes can, as with user mailboxes, be configured as Information Only, meaning callers can t leave messages A customised group greeting can be recorded via a members extension Group members will be notified of new group messages on their handsets Once a group member has played a new message, notifications will cease Also, if a group member deletes a message within the group mailbox then it is deleted for that group

60 Configuring Group Voic Configuring voic for a group is a two-step process: 1. Activate the voic inbox 2. By default the Quantum is set to divert on no answer and busy Steps are carried out on the Extension Groups screen and the Group Divert Screen

61 Configuring Group Voic First navigate to the Extension Groups screen Choose a group and use the Voic drop-down menu to enable the Standard voic box (or the Information Only service) If necessary, change the password that group members will use to access messages in their inbox Click Submit to continue

62 Note: that, as in the case of Extension diverts, diverting to external numbers is disabled by default and must be enabled for each group Configuring Group Voic Group Diverts can be configured in the Group Divert page If a voic inbox is allocated to the Group, this is the default configuration Choose the group for which you want to enable a new divert As with Extension diverts, use code 710 to activate a divert For example you may wish to divert All Calls Click Submit to confirm settings

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65 Courtesy Service Overview The Courtesy Service can be enabled to let callers know that their call will be answered shortly Courtesy Service can be utilized for calls to: The Default Incoming Ringing Destination DDIs CLI routed calls Typically, the Courtesy Service is used in situations where there is likely to be a delay answering calls The Courtesy Service can be configured to be active during Day or Night service When the Courtesy Service is active, callers are answered with a greeting if the call is not answered within a programmed period While the caller receives the greeting the call will continue to ring as an incoming call for a further ten minutes, after ten minutes the call is either disconnected or diverted to Voic if it is active

66 Courtesy Service Greetings The Courtesy Service can be programmed to deliver a default system message or a recorded voice message A different default message is played during Day and Night Service Day: Thank you for calling. Your call will be answered shortly. Please hold. Night: There is no one available to handle your call at the moment. Please call back again during office hours. A customised voice message can be recorded for Day or Night service If a voice message is not recorded the system will play the default system message If a voice message is recorded the system will play that greeting in preference to the default system greeting Voice messages are recorded via the Programming Extension

67 Recording Courtesy Service Greetings To record a Courtesy Service greeting: On the Programming Extension, press the Programme key Sys VM Box Off Missed Calls - SYS Missed Calls - PER Internal call

68 Recording Courtesy Service Greetings Select System Program -PHONE SETUP- Turn Headset on FMC options System program Auto Answer

69 Recording Courtesy Service Greetings Enter the admin PIN of 1111 Enter password Exit

70 Recording Courtesy Service Greetings Use the cursor keys (Next and Previous) to browse the menu Select Chng greetings Select option Chng greetings Timers Class codes Class of service

71 Recording Courtesy Service Greetings Select Crtesy svc day or Crtesy svc night Select option Auto atten day Auto atten night Crtesy svc day Crtesy svc night

72 Recording Courtesy Service Greetings Select Record greeting Select option Record greeting Replay greeting Delete greeting Monitor

73 Recording Courtesy Service Greetings At the prompt, lift the handset and record your greeting, then press # Note: It is advisable to lift the receiver when recording greetings as the speaker may give a lower quality and pickup ambient noise Select option Confirm Change Delete Exit After the tone, record your message and then press #

74 Recording Courtesy Service Greetings You will be returned to the greeting options page. Press Replay greeting to check your greeting or the Programme button to exit The newly recorded greeting will play when the Courtesy timer expires Select option Record greeting Replay greeting Delete greeting Monitor To return to the default system Courtesy message navigate to the greeting options page on the Programming Extension and delete the recorded greeting

75 Courtesy Service Greeting Import For the Courtesy Service option it is possible to import a custom recorded greeting for a single node Access via System > Firmware Update Phones and Voice Prompts > Courtesy Service to import pre-recorded prompts for either Courtesy Day or Courtesy Night

76 Courtesy Service Enabling Courtesy Service for the Default Incoming Ringing Destination By default the Courtesy Greeting will answer the call after 30 seconds Courtesy Greeting timeout can be adjusted on the Timers page (PBX>Timers) The call will continue to ring for ten minutes, during which time the chosen Courtesy greeting will play at regular intervals After ten minutes the call disconnects Open the Lines menu and select Incoming Ringing

77 Courtesy Service The Incoming Ringing screen shows an overview of all available lines At the top of the screen, select a line type to edit

78 Courtesy Service This screen shows the Default Incoming Ringing Destination for Courtesy Service calls on BRI lines Open the Day Call Answering and Night Call Answering drop-down menus to enable the Courtesy Greeting for day and night service as required. In this example only Day Call Answering has been enabled with the Courtesy Greeting Click Save to confirm the change

79 Courtesy Service on DDI s The Courtesy Greeting can be enabled on DDI s By default the Courtesy Greeting will answer the call after 30 seconds Courtesy Greeting timeout can be adjusted on the Timers page (PBX>Timers) The call will continue to ring for ten minutes, during which time the chosen Courtesy greeting will play at regular intervals After ten minutes the call will disconnect Open the Lines menu and select DDI Settings

80 Enabling Courtesy Service on a DDI Choose a DDI Open the Day Call Answering and Night Call Answering menus and select Courtesy Greeting to enable the greeting for the desired times Click Save to confirm the change

81 Summary In Summary Courtesy Greeting is a greeting that plays to let customers know that they are valued and their call will be answered shortly, or to call back during office hours (dependent on Day or Night setting) Could be active during Night or Day service Could be an option for all incoming calls The Courtesy Greeting will play at intervals for 10 minutes, after which time the call is disconnected Default system greetings or personalised greetings (recorded via the Programming Extension) can be chosen

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84 Auto Attendant Overview The Auto Attendant is an automated answering service that plays a greeting and provides callers with options for contacting different destinations by selecting either a pre-set destination or dialling the extension if known Callers can be presented with the following options: Dial a single digit to be placed through to a particular group typically the caller would be presented with a list of options: Dial 1 for Sales, Dial 2 for Support, etc. Dial a specific individual s extension Dial a specific group s extension * To access voic Also the Multi level AA option, offers a second level menu of single digit dialling

85 Auto Attendant Two standard pre-recorded greetings are provided by the system for day and night usage: Day: Thank you for calling. If you know the extension number you wish to contact, please dial the number. If you require assistance, please wait or dial 0. Night: Thank you. There is no one available to handle your call at the moment. If you wish to contact a particular extension, please dial the number These system standard greetings do not list single-digit dial-through options, therefore a custom greeting needs to be recorded to identify any programmed buttons Timers can also be configured to control: The delay before incoming calls are answered by the Auto Attendant

86 Auto Attendant Call Flow Auto Attendant flow: Caller is presented with Auto Attendant greeting Attendant waits 5 seconds for first key press Caller makes first key press Attendant waits 2 seconds for next key press If no second key press a single-digit put-through is attempted Caller makes second key press Attendant waits 4 seconds for a third digit Caller presses third digit Attendant places the call to the group or individual extension specified If an incorrect Ext is entered, or if digits are not entered in time, the call is passed to the line s Default Incoming Ringing Destination, e.g., Ext Group 1

87 How Does it Work? When the caller enters a correct extension number or single digit they are forwarded to that pre-programmed destination They hear ring tone until the call is answered If the call is not answered within 30 seconds and Divert on No Answer is not configured: The call is passed to the default incoming ringing destination where it rings for 5 minutes and is then released If the call is not answered within 30 seconds and Divert on No Answer is configured: The call diverts to the specified divert location If the destination is busy: If Divert on Busy is enabled then the call diverts to the specified location If Divert on Busy is not enabled, the call is passed to the default incoming ringing destination where it rings for 5 minutes and is then released

88 Auto Attendant Usage Scenarios where you might enable the Auto Attendant include: Default Incoming Ringing Destination Specify that calls into the system are answered by the Auto Attendant during the day, at night, or both DDIs Specify that calls made to specific DDIs are answered by the Auto Attendant. Again, the answering service can be applied to Day service or Night service Caller ID Routing Specify that calls from designated numbers are answered by the Auto Attendant

89 Configuring the Auto Attendant Configure Attendant Menu Dial Pad Options From the Auto Attendant, callers can dial any internal extension to reach individuals or groups They can also use a range of single-digit put-through dial pad options Depending on the content of your greeting, you may need to configure dial pad options The default greetings don t specify dial pad options If digit 0, or an incorrect digit, or no digit is dialled, the call will be presented to extension group 11 containing extension 201 by default

90 Configuring the Auto Attendant Configure Auto Attendant Menu Dial Pad Options By default, all dial pad options from 1-9 are programmed to forward to specific extension groups

91 Configuring the Auto Attendant Configure Auto Attendant Menu Dial Pad Options Specific extensions can be added to each group, to correspond to the Auto Attendant menu options For example, Press 1 for sales (with ext 201 (which is in all groups by default)), Press 2 for admin (ext 202 can be added to group 19) etc

92 Auto Attendant Multi Level Dialling A second level of single-digit dialling is available with Auto Attendant It is refereed to as multi-level dialling Multi-level dialling can be utilised as illustrated in the following example Auto Attendant answers the call with a recorded message that lists the digits required to reach each department in your organisation The caller dials the first digit, e.g. digit 3 A second menu with a recorded message is presented asking the caller to dial a second digit to reach a particular destination The caller dials the required digit to reach the specific extension or group After 2 seconds, the call is routed to the destination associated with the digit dialled Welcome to Company ABC Press 1 for Sales Press 2 for admin Press 3 for support Please choose from the following support options: Press 1 for PC support Press 2 for server support Press 3 for software support

93 Auto Attendant Multi Level Dialling To access the Multi Level (second level menu) Auto Attendant Select PBX Followed by Multi Level Auto Attendant

94 Auto Attendant Multi Level Dialling Use the drop-down menus at each digit position to define where callers will be forwarded when they press the corresponding buttons on their dial pad obviously, these settings should correspond with your custom greeting Click Save to confirm settings

95 Recording Auto Attendant Greetings Greetings are recorded on the Programming Extension

96 Recording Auto Attendant Greetings 1. Press the Programming Key 2. Select System Program

97 Recording Auto Attendant Greetings 3. Enter the administrator password (by default 1111) 4. Scroll to and select Change greetings

98 Recording Auto Attendant Greetings 5. Select the Day attendant or the Night attendant 6. Select Record greeting

99 Recording Auto Attendant Greetings 7. Record the greeting and then press the Confirm key 8. Scroll down to view the Exit button

100 Recording Auto Attendant Greetings 10.Click the Exit button 11. Press the down navigational key

101 Recording Auto Attendant Greetings 12.Select Multi Level AA 13. Record the second level greeting that corresponds with the first level menu option Second level Greeting to be recorded

102 Recording Auto Attendant Greetings 14.Once the greeting is recorded press the Confirm button 14. Press the Exit button

103 Recording Auto Attendant Greetings 15. Press the Program/ Cancel key to leave the menu screens

104 Auto Attendant Menu Greeting Import For the Auto Attendant it is possible to import a custom recorded greeting for either AA Day or AA Night Access via System > Firmware Update Phones and Voice Prompts > Auto Attendant to import pre-recorded prompts for Auto Attendant greeting Day or Night Welcome to Company ABC Press 1 for Sales Press 2 for admin Press 3 for support

105 Multi-Level AA Menu Greeting Import For the Multi-level Auto Attendant option it is possible to import a custom recorded greeting for a single node Access via System > Firmware Update Phones and Voice Prompts > Multi Level Auto Attendant to import pre-recorded prompts for Multi-Level Auto Attendant Steps: 1. Create AA 2. Create Multi-Level 3. Record Multi-level options 4. Import Multilevel Press 1 for Sales Welcome to Company ABC Press 2 for admin Press 3 for support Please choose from the following support options: Press 1 for PC support Press 2 for server support Press 3 for software support Note: only One Multi Level Node is available, so careful planning is required

106 Auto Attendant Timer Options Open the PBX menu and select Timers to configure how long the delay is before Day and Night Auto Attendant picks up a call. The time in seconds that the Auto Attendant will wait before picking up a call Day setting and Night setting

107 Auto Attendant Scenarios Default Incoming Ringing Destination To enable the Auto Attendant so that it answers all calls to the Default Incoming Ringing Destination: Open the Lines menu and select Incoming Ringing Select a line type, for example ISDN

108 Auto Attendant Scenarios Default Incoming Ringing Destination Use the Day Call Answering and the Night Call Answering drop-down menus for each line to enable the Auto Attendant for those periods Remember that the Night Auto Attendant will have a different default or a custom greeting Click Save to confirm the setting

109 Auto Attendant DDIs To enable the Auto Attendant on a DDI: Navigate to the DDI settings page (Lines>DDI Settings) Select a DDI and enable the Auto Attendant in the Day Call Answering and/or the Night Call Answering drop-down menus

110 Auto Attendant CLI Routes To enable the Auto Attendant on a Caller ID Route: Navigate to the CLI Routes page (Lines>Caller ID Routing) Select a CLI and enable the Auto Attendant in the Day Call Answering and/or the Night Call Answering drop-down menus Click Save to confirm the setting

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113 Night Service Night Service controls how the system handles calls when you are not available for example, out of office hours or lunch time: Control which extensions and groups ring at key times Change the class of service available to extensions at different times of the day Configure different auto-attendant/courtesy Service Messages for night and day scenarios

114 Night Service Two levels of configuration: System set the times that Night Service starts and ends Line and Extension For various settings (including Default Incoming Ringing Destination, DDIs, Caller ID Routing, Door Phone Intercom, etc.) define the action that the system should take when Night Service is active Example: when configuring a DDI, you can specify which group or extensions ring during day service and night service Example: when configuring Caller ID Routing, you can specify where calls from a specific number are routed during the day and night As well as centrally controlled start and end timers, Night Service can also be manually enabled both from the GUI and the programming extension

115 Night Service First, configure the times at which Night Service is enabled and disabled In the GUI, open the PBX menu and select System Settings

116 Night Service Five fields control Night Service: Night Service Enable/Disable Manually enable or disable Night Service on an ad-hoc basis, regardless of timer settings Night Service Start/End 1 Set start and end times for the first period of Night Service Night Service Start/End 2 Set start and end times for the second period of Night Service Why 2 Night Service periods? Allows you to define two periods in a day when different call routing or class of service conditions might need to exist for example, the lunch period and night hours when the office is closed

117 Night Service Use the Night Service Start field to define the time at which Night Service will begin If configuring two Night Service periods (e.g., lunch and office closure times) enter the earlier start and end times in Night Service 1 Enter the time in 24hr format, do not include spaces or punctuation marks

118 Night Service Use the Night Service End field to define the time at which Night Service will finish If configuring two Night Service periods (e.g., lunch and office closure times) enter the earlier start and end times in Night Service 1 Enter the time in 24hr format, do not include spaces or punctuation marks In this example a lunch period of 12-2pm ( ) has been configured

119 Night Service - Example Scenario Following the configuration within the ring group (created earlier), during the hours of 12pm and 2pm Extension Group 3 will now take over call handling from 201 for calls that at the Default Incoming Ringing Destination

120 Night Service Set a second Night Service period in the same way: Enter the start time in Night Service Start 2 And an end time in Night Service End 2

121 Weekend Service Weekend Service allows you to control how the system handles calls over the weekend Weekend Service is configured by default to begin at the Night Service start time Friday, and end when Day Service begins on Monday (or the Night Service end time) Must first be enabled in the System Settings menu Weekend Service is enabled in the GUI

122 Summary Summary Configure Night Service to control system features and call routing during different periods Night Service can be configured to activate and deactivate at specified times Two Night Service periods can be configured Night Service can be enabled and disabled manually via the GUI and the programming extension Weekend Service follows the same settings as Night Service and can be enabled to handle calls during Saturday and Sunday Weekend Service is enabled via the Administrator GUI

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125 Voic and Greetings Backup The BT Quantum s Voic Messages, Auto Attendant and Courtesy Services Greetings can be backed up to File or USB and restored from file or USB

126 Review During this presentation on the BT Quantum s Voic and Auto Attendant features we have examined: Enabling System, Extension, and Group voic boxes Recording a System voic greeting Configuring diverts to voic Configuring Unified Messaging Recording an Auto Attendant Greeting Configuring Auto Attendant dial pad options Enabling the Auto Attendant in group and extension scenarios Configuring Night and Day Auto Attendant settings Configuring the Courtesy Service

127 Training Passports Training Passports Training Passports provide a saving of at least 33% on the cost of purchasing each of the component courses separately. Customers choose which courses they need Valid for 12 months and are available for use by any individual within the organisation. Choice of 3 webcasts for the price of 2 Webcast MAX Passport 12 month s unlimited access to BT Quantum training Single fee Any course, any individual, as many times as they need Access to online educational material

128 BT Quantum Webcasts The following BT Quantum webcasts are available: BT Quantum Quick Start An introduction to the BT Quantum, offering an overview of the system and its capabilities as well as an introduction to the basic administrative tasks BT Quantum Core System Features An exploration of the Quantum s main features, this course shows, among other things how to configure extensions, call routing, and call restrictions BT Quantum Voic and Auto Attendant An in-depth look at configuring Voic and the Auto Attendant for a range of scenarios BT Advanced Features This course offers an overview of the Quantum s data capabilities, including Broadband and LAN configuration. Advanced telephony features such as Fixed Mobile Convergence (FMC), Remote Teleworker and Paired Extensions are also explored BT Quantum Call Handling Aimed at users, this webcast provides information on all aspects of call handling using digital and IP phones

129 What's available BT Customer Support Context On Screen help within the application, via the Help button BT Support The BT self-help site provides support to IP Office customers The site provides: Frequently asked questions and programming advice Customers with the opportunity to ask questions via an to a Product Specialist System documentation and User guides BT Quantum Help Desk: BT Service: ITEL Customer Training:

130 BT Quantum Online Support: ww.bt.com/business/help

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