Call settings administrator guide. BT One Phone

1 Call settings administrator guide BT One Phone

2 What s in this guide 1. Welcome to the BT One Phone 3 2. An introduction to the BT One Phone portal 4 3. Getting started 5 4. Call settings overview 9 5. Directory 11 5.1 Adding new departments 12 5.2 Renaming a department 13 5.3 Deleting a department 13 5.4 Adding external contacts 14 5.5 Editing and deleting external contacts 15 5.6 Viewing user and group information 15 5.7 Moving users and groups 16 5.8 Searching for names or numbers 16 5.9 Labels 16 6. Company administration 17 6.1 Routing templates 17 6.2 CLI (Caller Line Identification) templates 20 6.3 User templates 21 6.4 Call barring templates 24 6.5 Music on hold 28 6.6 Users 28 6.7 Labels 35 6.8 Customise directory 36 6.9 Presence status 37 6.10 Prompts 38 7. Group management 40 7.1 Group overview 40 7.2 Assistant groups 40 7.3 Hunt groups 43 7.4 ACD groups 51 7.5 Pickup groups 54 7.6 Attendant queues 56 7.7 IVR 63 8. Inbound call statistics 73 8.1 Overview 73 8.2 Accessing inbound call statistics 73 8.3 Statistics 74 8.4 Statistic type examples 80 9. Help and support 86 10. FAQs 87

3 1. Welcome to the BT One Phone Hello. Welcome to BT One Phone, and a new way of working that promises to transform your working day. By bringing together your company s fixed lines, mobiles and phone system into a single hosted service, BT One Phone gives you and your colleagues the flexibility you need, and the simplicity that comes with being able to do everything you need with just one phone. As the administrator, you will have control over your company s call management settings, and enhanced, administrator access to the BT One Phone portal. We know you will also be called upon to support the rest of your organisation, so this user guide will walk you through exactly what you need to do to get started and to feel confident answering questions from other users. You ll find information about setting things up as well as step-bystep guides for creating and editing templates and profiles. Make sure you keep your user guide handy to help you get the most out of BT One Phone. If you have any questions at all, we have a dedicated helpdesk available to support you. Just call 0845 154 8844 or 8844 from your BT One Phone. In the meantime, happy reading.

4 2. An introduction to the BT One Phone portal The fully-hosted nature of BT One Phone means that you have access to all of your company s administrative features online, via the BT One Phone portal. It gives you complete control and flexibility, so making changes is easy and doesn t always have to involve anyone from BT. The portal is split into two sections: the self-care portal and call settings. Self-care portal. In the self-care area you can get a complete overview of the service as well as placing orders, managing subscribers and making enquiries to the support team. See the BT One Phone Self-care portal administrator guide for more information. Call settings. Of course, as well as being an administrator, you are also a user of BT One Phone, so your access will include all of the functions talked about in the BT One Phone user guide. But some of these functions are enhanced for you, and you ll also have the option to access Company administration features. It s in the call settings area that you really get into the detail by managing individual subscriptions, groups and the company directory. It s the Call settings area of the portal that we ll be looking at in more detail in this guide.

5 3. Getting started Before you and your users start using BT One Phone, there are a few things you ll need to do. The BT One Phone welcome pack and user guides explain how to access the BT One Phone portal and create a password. They also explain how to download and install the alert client. In addition to these tools, your users may also need to download TAPI (Telephony Application Programming Interface), which lets your PC use telephone services (this is only available on Microsoft Windows based PCs). Note: before you log in to the BT One Phone portal you must turn off your browser s pop-up blocker. Here s how to do this: For Internet Explorer click on Internet Options> Privacy> and uncheck the Turn on Pop-up Blocker box. For Google Chrome click on Settings>Network>Change proxy settings> Privacy and uncheck the Turn on Pop-up Blocker box.

6 3. Getting started For Firefox click on Options>Content and uncheck the Block pop-up windows. After turning off your browser s pop-up blocker you can now access the BT One Phone portal, following these few steps: To access the portal for the first time you ll need to register and create a password. Enter bt.com/btonephoneportal in your web browser address and press enter. You ll see the BT One Phone portal login window. Click on the Register link.

7 3. Getting started In this field enter either your registered email address or your BT One Phone phone number. The Register form is then shown. Type the characters above in this field. Then click Next. Enter a name that you want to use to log in (Note: username must only contain alphanumeric lower case characters). You must now enter a Username that you will use when you log into the BT One Phone portal. Choose whether you want your password sent to you by email or text. Click Next. You ll then receive an email containing your username and temporary password. You ll be prompted to change this password when you first login. 1. Go to the BT One Phone portal www.bt.com/btonephoneportal 2. Enter your username and password, and click on Login now.

8 3. Getting started Once you have logged in as a company administrator, you ll see the BT One Phone portal Overview screen. For administrators, the portal is split into two sections: the Self-care portal and Call settings. To get to the Call settings area, click on the Call settings button in Quick actions at the bottom of the screen.

9 4. Call settings overview The call settings area is where you can manage individual subscriptions, groups and the company directory. To get to the call settings area, log in to the BT One Phone portal. At the bottom of the Overview screen, click on Call Settings in Quick actions. In the Call settings - select subscription window you ll see a list of all your company users. Here you ll have to locate yourself or another user in the list to be able to access the Call settings area (you can use the Advanced filter to help you). Note: To access your own call settings area if you ve installed the Alert Client, right click on the Alert Client icon (in your tool tray at the bottom right hand corner of your screen) and select Open VPBX. Clicking on the Simple filter link will return you to the previous view. In the Owner field, type the name you are searching for. The Owner field will accept part of a name because it is a wildcard field (no special characters are required); enter all or part of a name and press enter.

10 4. Call settings overview The list will then be filtered using the parameters you have entered. Now, click on the Product field alongside the name. You ll then be automatically logged into the Call settings area. This is where you can perform administrative duties for your company. Note: as an administrator you can select other users to manage their personal call settings. The Call settings area is accessed via the self-care window, Overview tab> Quick actions>call settings button. See section 3 for more information on accessing the Call settings area. Here s what you ll see once you ve accessed the Call settings area. Depending on your profile you may see fewer options available to you in the toolbar. The My Status window is automatically opened when you access the Call settings area. My Status. Directory. My Availability. My Settings. My Groups. Company Administration. Group Management. Downloads. Depending on your profile, the Call settings window will provide you with access to some of the functions that are listed on the left. As an administrator you can amend your profile; this is covered in the User section. The BT One Phone user guide gives you detailed information about the features available to you through My Status, My Availability, My Settings and My Groups. The main administrator functions can be found in the Directory, Company Administration and Group Management tabs. The following sections look at each of these functions in more detail.

11 5. Directory This section looks at the Directory features that are available to you as an administrator. The Directory function within the BT One Phone portal gives users contact information for all their colleagues, including presence status and phone status. Users can also view the short numbers that you may have configured for external staff or suppliers. The directory is available to download as a mobile application from BT One Phone. Directory lets you organise users within a hierarchical structure of up to five levels. This means that you can add users, groups and IVR trees to any hierarchy level. You can also add a new contact to the directory through the Call settings area you ll find out more about this later in the section. To access these functions, click on the Directory in the main menu bar. This will bring up the Corporate Directory screen below: Clicking on the question mark in any window will open the Help function. To expand the directory structure, just click on the + symbol to the left of your company s name. You can expand and collapse the different company departments depending on what you want to see.

12 5. Directory 5.1 Adding new departments To add a new department, go to the relevant level within the company structure and right click on the department line - a pop-up menu appears. Note: clicking on a department in the left hand pane will display the department s details in this area of the window. Click on Add Department from the menu. The Add Department window is then opened. Name your new department and click OK. Note: administrators can move users between departments. There s more information in section 6.6. Your new department will now appear in the company structure.

13 5. Directory 5.2 Renaming a department To change the name of a department, go to the relevant level within the company structure and right click on the department line. Then select Edit Department from the menu. Change the name of the department and click OK. The department will appear in the company structure under its new name. 5.3 Deleting a department To delete a department, go to the relevant level within the company structure and right click on the department line. From the menu click on Delete Department. Note: you must de-assign any users from a department before deleting it.

14 5. Directory 5.4 Adding external contacts For external contacts that you speak to regularly, you can create short numbers, which can also be added to your Corporate Directory. You can add external contacts (short numbers) in the same way as you add and change departments. Right click on the department line where you want to add the contact. Then select Add Contact from the menu. The Edit Contact window opens where you can add the information relating to the new contact. The short code (extension number) must be unique. The contact will now be associated with the specified department and will be searchable for all users. Contact details area.

15 5. Directory 5.5 Editing and deleting external contacts To edit or delete a contact, you first need to select the specific department where the contact resides, and then right click on the contact. To edit a contact click on Edit Contact and to delete contact click on Delete Contact. To edit a contact, just go into the relevant field to update the information and click on OK when you re finished. 5.6 Viewing user and group information The Directory also contains information about internal BT One Phone users and groups. To see users and groups within a particular department, click on the relevant department within the company structure. Groups. Users. Highlighting any of the above types will display more details in the lower pane.

16 5. Directory 5.7 Moving users and groups Administrators can easily move users between departments by going to Company Administration and selecting Users (this is covered in the Company Administration section of this guide). 5.8 Searching for names or numbers Using the drop-down menu in the search field, you can search for people in a variety of ways: Automatic filter search results - enter the name or number. Search in names and fields - enter the first name or surname. Search in labels - enter the label for the subject matter expert you want. Search in numbers - enter the phone number or system speed dial. Search in emails - enter the email address. The search field is live, so as you type results will start appearing; the results will be a list of people who fit the criteria you entered. Clicking on the person or group you were looking for will display their details in the lower pane. 5.9 Labels Labels are used to identify people in the company with particular skills or areas of expertise. So if, for example, a customer called to speak to someone about Product X, then the attendant could search the directory for users with a label of Product X to help them direct the call. You can create new labels for your company to use by going to Company Administration and selecting Labels (this is covered in the Company Administration section of this guide).

17 6. Company administration This chapter explains the options available in the Company Administration area, and how you can use them to manage all your company-wide settings. Click on Company Administration in the main menu bar to see a list of options - they may differ depending on your profile. We ll look at each in more detail. 6.1 Routing templates Click on View assignment to view who is using the template (assigned). These define how incoming calls to certain numbers should be handled. You can create routing templates at a company level, which are then associated with a presence, and to a user through a user template. To manage your routing templates, select Routing Templates in the Company Administration drop-down list. Clicking on the template name opens the Edit Routing Template window where you can edit the template. To delete a routing template, click on the delete button. To add a new template click on the create button.

18 6. Company administration In the Routing tab you can enter a template name followed by Forwarding Rules and Search Rules. Note: additional options may be available depending on the rule selected. To create a new routing template click on the + symbol and the Edit Routing Template will open. This window has two tabs: Routing and voicemail (VM). You can select the rules you want to apply to searches. Note: search rules only apply when a template is to be used with pick up groups (who gets the call first in the group and the delay time to alert users). Note: the Multiline box must be checked if Call waiting is required for users of this template. Ringing order defines the order in which the user s numbers are to be accessed for an incoming call. Type can be Mobile, Landline or Additional numbers where applicable. For SIP phones you ll need to select the Landline type in the ringing order, otherwise the phone won t ring. Note: if no type is defined, the call is disconnected. Ringing Time is the length of time you want that device to ring. Parallel calling with next can be selected when more than one device is added - checking this box will ring the next device simultaneously.

19 6. Company administration You can mix the notifications you want to receive for these options. For example, you could receive an email to notify you of a missed call, while you could receive a text for new messages. In the VM tab you can enter Notifications and Voicemail Configuration. Set these options if callers are to be routed to the voicemail box of this template s users and if they should hear the users personal greeting when they are connected. Click OK to save your settings. The Edit Routing Template window is also used when editing existing templates and is used in a similar manner to creating routing templates. Routing profiles, in contrast to Routing templates, are Call Management settings (for an individual user). If an individual user needs settings that differ from those specified in any of the user templates, then you can create a routing profile for them. This is done in the Users option but is not recommended for all users.

20 6. Company administration 6.2 CLI (Caller Line Identification) templates These templates let you dictate what number is displayed for outgoing calls, (regardless of the caller s device). This could be a mobile number, a landline number, or a number with a specific area code. Note: the CLI template used can be different for each presence status that the user may be in at any particular moment. Administrators can create CLI templates at a company level, and users can create their own as well. To manage your CLI templates, select CLI Templates in the Company Administration drop-down list. To edit a CLI template, first click on the Template name that you want to change. You can change caller ID information for internal and external calls made from inside or outside of the office. Here you can change the Template name and its internal and external call details. The Edit Caller ID Template window is also used when creating a new template. A Template name is added for a new template, followed by its internal and external call details.

21 6. Company administration 6.3 User templates These are made up of a combination of user information and Call Management Templates. Different users in your company will need different call management and feature settings, and BT One Phone helps you create templates for each. If, for example, your office-based customer services team manages large volumes of incoming calls, they ll need a different set of rules to your sales team, who are both making and receiving calls out of the office. User Templates give you an easy way to control settings and features for multiple users as they can be assigned to as many users as you need them to. And any changes to the templates are automatically applied to all users assigned to it. When you set up a user, you will add their basic information such as name and telephone numbers. To apply call settings and features relevant to them, you simply assign the relevant user template. User Template Can be applied to any number of users. A change made to a template will change the settings for all its users. Presence Dictate how calls are handled according to a Routing Template. What number is transmitted according to CU Template and if a user is automatically loged in or out of a Group. Schedule Allows you to schedule presence statuses. Permissions Each User Template has it s own set of permissions which indicates a user s editing rights in the VPBX. Call Barring Template Each User Template has it s own Call Barring Template which defines incoming and outgoing call barring. Routing Templates Defines how incoming calls should be handled for each presence status and device telephone number. Custom Call Barrings Defines specific numbers that a company can Allow or Block. CLI Template Defines the number displayed to callers during outbound calls per presence status. Presence A user s presence status dictates how their calls are handled, depending on where they are, what they re doing and possibly automatically following a schedule. Administrators can therefore modify the routing of calls for any presence status available in a user template. Schedule Presence and therefore call management can also be scheduled for certain times of the day or week, or as recurring changes, using the Schedule function. For example, calls may be handled differently on weekdays than on weekends.

22 6. Company administration Permissions Permissions settings apply to all users to which a template is assigned, and can be set to allow users editing rights based on their role. CLI templates CLI templates determine which number is displayed for outgoing calls, regardless of the caller s device. This could be a mobile number, a landline number, or a number with a specific area code. Call barring templates Call barring templates dictate the numbers for which incoming and outgoing calls should be barred. Routing templates Routing templates define how incoming calls are routed to users, and are also assigned to presence status options. To edit a user template you ll need to access the user templates set up for your company. To do this select User Templates in the Company Administration drop-down list. To make changes to a template, double click on the relevant row (name) and the edit window will open. To add a new template click on the create button and enter the new template details. In the Edit User Template you can add or change the template name, associate a Call Barring Template, CTI Monitoring and set Music on hold. The template also has 3 tabs: Presence, Schedule and Permissions. Checking a box will select which presence status will be available for the users of this user template.

23 6. Company administration In the Presence tab you can set how to route calls subject to the Status. To make changes to how a status handles calls, double click on the relevant row; this activates drop-down lists where you can make your selection to the appropriate number. In the Schedule tab you can change a user s presence within a user template. Regular to schedule a regular, recurring presence change. Day to set a presence change for one day. Week to set a presence change for several days in one week. Month to set a presence change for several days in one month. In the Schedule tab you can dictate which status is applied for a specific period. Click on the Schedule tab to access the calendar and make your changes. Choose the calendar view from the Day, Week, Month or Regular tabs. Click on a time cell to see a time select window (this automatically sets the from start time). Set the end time, and then the status that is to be used, finish by clicking on Save.

24 6. Company administration You can also configure the permissions for a user template in the Permissions tab. Here you can assign the following permissions: Administrative to grant permissions for administrative functions. Individual to grant permissions to set individual information. Directory to grant permissions for changes to the company directory. Click on the drop down button and select the permissions the user is allowed for that option. 6.4 Call barring templates Call barring templates are used to bar certain numbers from being dialled (outgoing calls). It s possible to bar incoming calls as well. To manage your call barring templates, select Call Barring Templates in the Company Administration drop-down list. The functionality in this window is similar to that of the Routing Template.

25 6. Company administration In Edit Call Barring Template you can edit the Template name, and by using the four tabs Incoming, System Outgoing, Customer Outgoing and Schedule, which user numbers are barred from receiving calls, which numbers cannot be dialled and when. Click on the drop-down button and select the permissions the user is allowed for that option. In the System Outgoing tab you can specify if the category is barred Within Schedule or Off Schedule.

26 6. Company administration The Customer Outgoing tab is governed by the Custom Call Barrings option in the Company Administration. Entries here will be seen in the Customer Outgoing tab. You can now select if these numbers are permitted to be dialled.

27 6. Company administration Clicking on the create button opens a blank call barring template that you can edit. Enter a Call barring name and the prefix to be added to the list (include 00 for international and area codes for national). Clicking on the create button adds the prefix to the Barred prefixes field. Note: you can add more than one number to a list if appropriate e.g. adding a London prefix would entail adding 0207 & 0208 into the Barred prefixes field, however 0203 numbers would not be included.

28 6. Company administration 6.5 Music on hold The User Template is where you can set up your own selection of on-hold music and message files to suit different business locations, brands or functions, and even individual users. For example, a local company operation can use a local voice for its on-hold messages. To select Music on hold you ll need to tick the Copy Template box.

29 6. Company administration 6.6 Users The administrator can configure the user permissions attached to this user template. These permission settings apply to all users which are based on this template. The individual permission rights the administrator can assign are limited by the global permission profile assigned to the company. For example, if the company doesn t have rights for creating call barring templates, the administrator won t be able to assign this right to any user. The functionality in the Users window is similar in all respects to that of the Routing and CLI Templates. Users are configured by the BT One Phone customer service team so this isn t an administrators function.

30 6. Company administration Administrators don t have access to the fields in the Assign Number tab. View and edit users Select the user you want to view or edit to bring up the Edit User window. Administrators can only edit some of the details. The Used As fields for mobile and landline numbers associated with a SIP phone must be set to Number&Phone, otherwise it may not work correctly. The BT One Phone customer services team will need to do this for you. Note: The mobile number for SIP phones is only for administration purposes e.g. as a username on the BT One Phone portal, alert client and mobile app. In Basic Information an administrator can edit a user s Department, Language and the User Template. Move users and groups Administrators can easily move users between departments. We ll show how to move this user from Training to the HR department.

31 6. Company administration To do this access Users from the Company Administration list. Then select the user you want to move. In the Edit User window click on the Basic Information tab. In the Department field you ll see the current department. Clicking on the drop down list will open the department tree view where you can select the new department for the user. Training is selected. Clicking on OK will update the directory with the change.

32 6. Company administration Administrators can t move groups between departments; this is done by the BT One Phone customer services team. Greyed out fields can t be amended by administrators (these fields must be changed by BT One Phone). To add a label to a user, first highlight it in the Available Labels field. In the Labels tab, you can assign labels to a user which serve to assist when searching for a specific group of users. Then click on the arrow pointing right. The label is then added to the user (to de-assign a label reverse these steps). Note: creating labels is covered in the Labels section.

33 6. Company administration In the Additional Info tab you can add information such as a user s car registration number. This window contains 20 editable fields; here field one had been configured to capture car registration numbers. Note: modification of the data in these fields is shown in the Customise Directory option. This can be viewed in the details area of a user, in the Directory function. Permissions (only for administrators) Administrators have an additional Permissions tab (basic users do not see this) where they can modify their own profile. In the Permissions tab there are three sub tabs: Administrative, Individual and Directory.

34 6. Company administration In the Administrative tab you can define the permission levels for administrating the company settings. The options you can select for each category are None, View, Edit and Create. In the Individual tab you can define the permission level of a user for their own profile. In the Directory tab you can define what an individual can do in the company directory.

35 6. Company administration 6.7 Labels Labels are used to identify people in the company with particular skills or areas of expertise. So if, for example, a customer called to speak to someone about a specific product, the attendant could search the directory for users with a label of Product X to help them direct the call. As an administrator you can create new labels for your company to use by going to Company Administration and selecting Labels. To add a new label, click on the + and enter the label you want. The label is then allocated to a user in Company Administration (select user Name) Edit User window> Labels tab. Highlight the Available Labels and move it into the Assigned Labels field using the arrow buttons.

36 6. Company administration 6.8 Customise directory The administrator can also modify the directory. To do this select Customise Directory from the Company Administration list. The Customise Additional Information in Directory window will open where you can designate up to 20 new fields that can be used as extra search filters. Now BT One Phone users will be able to view and search using the information stored in these fields.

37 6. Company administration 6.9 Presence status A user s presence status dictates how their calls are handled, depending on where they are and what they re doing. Each presence status has its own templates and profiles attached to it, to determine how a user s calls are handled when their presence is set. So if, for example, a user s presence status is set to In a meeting, then a routing template that routes all calls to their voicemail could be applied. Presence status can be defined for a company s use; this is done in the Presence Status option which is found in Company Administration. In the Presence Status Selection window highlight the presence you want to use in the left hand field then click on the right arrow to move it into the right hand list. To remove a presence status so it can t be used, highlight it in the right hand list and press the left arrow. If a presence status is greyed out, it means it s being used; you won t be able to remove it while it s in use.

38 6. Company administration 6.10 Prompts Prompts are the collective term for the messages, tones and music that can be played to callers. They can be used for ring back tones, on-hold music and announcements. To see all the default prompts go to My Settings and select Prompts then click in the box to show company prompts. These are not editable. Add Prompt From Customer Administration, clicking on Prompts will open the Prompts window where you find all the company s bespoke recordings. Click on a prompt name opens the Edit Prompt window where you can make changes to an existing prompt. Clicking on View assignment opens the Prompt Assignments window which lists where the prompt is being used. Click on the relevant play icon to hear a prompt.

39 6. Company administration Enter a name for a new prompt or change the name of an existing prompt. Select the prompt type. Enter notes for the prompt. Maximum length 50 characters. Click on Browse to locate the file you want. Click on OK to save your changes. The file format of the prompt is checked (file format must be a WAV file, 8kHz, 8bit/Mono, a-law). If the check is successful, the prompt is uploaded to system. When the status is: The file was checked and activated, you can assign the prompt. To add a new prompt, click on the create button - the Edit Prompt window will open. You can then complete the required fields and upload the prompt as a WAV file. Browse to locate the file you want. To delete an existing prompt, click on the delete button row of the prompt. in the Delete button.

40 7. Group management 7.1 Group overview BT One Phone supports a whole range of different call groups to suit your business s needs. These include: Assistant groups in which one or more assistants can receive calls on their manager s behalf. Hunt groups in which any one of a number of members can answer a call. ACD groups in which calls are distributed according to the agents skill levels. Pickup groups in which members can pick up each other s calls and hunt group calls from their own phones. Attendant queues define how incoming calls are managed, queued and which attendant can answer a call. IVR in which calls are routed in accordance with a specific customised IVR trees, in which callers can be recognised, personalised messages are played and call handling schedules defined. Administrators can edit and delete groups through the Group Management tab in the call settings area. 7.2 Assistant groups An assistant group allows one or more assistants to receive calls on their manager s behalf. Where an assistant group is set up for a manager, and if the manager is configured in the manager s routing profile, then the manager s calls are routed to the assistant group. Each assistant within the group must have a skill level assigned to them (a bit like the members of an ACD group), and calls are routed to the assistant with the highest skill level. Assistant groups will also have one or more access numbers that can be used to contact them directly. To manage your assistant groups go to Group Management and select Assistant Groups. To edit an existing assistant group, click on the name of the group you want to change, which will bring up the Edit Assistant Group screen.

41 7. Group management Caller ID Settings allows you to change how calls from the group are shown on the called user s device, for incoming, transferred and consultation calls. The Edit Assistant Group window contains three sub tabs, these are Group Settings, Group Members and Managers which you can use to assign a manager to an assistant group. In the Group Settings tab you will see that some of the fields are not editable (these fields are managed by the BT One Phone customer service desk). In the Group Members tab you can assign (or de-assign) assistants to the group, and add the response settings. To remove a member from the group, click on the delete button. To assign a new member to the group, click on the create + button. You can now select an assistant for the group.

42 7. Group management You can select how to route calls to the group members, the options are: With least calls. With least call time. Who has been idle the longest. You can also adjust the time a member is paused for after missing a call. Selecting the Auto-logoff assistant option will log a member off after a defined number of missed calls (consecutive missed calls). Checking the On auto logoff sends an auto logged off text message to the user, telling them they have been logged off. In the Managers tab you can assign and de-assign the managers of the group. To assign a manager click on the name you want from Available Managers on the left hand side, and move it to the Assigned Managers column by clicking the arrow that points to the right. Note: a manager can only be assigned to one assistant group. To remove a manager from the group reverse the steps shown above.

43 7. Group management 7.3 Hunt groups In a hunt group, any one of a number of individuals can answer a call to a specific phone number. Typically, a call coming into that number will be connected and a greeting prompt will be played, after which it is put through to the next available member of the hunt group. To manage your hunt groups, go to Group Management and select Hunt Groups. To edit an existing group, click on the queue name which will bring up the Edit Hunt Group window. To see the routing, group and IVR information relating to a group, click on View assignment. As an administrator, you can configure various options for a hunt group, available through the following tabs that appear in the Edit Hunt Group window.

44 7. Group management In the Ring Back Tone field you can select a prompt that will be played as the ring-back tone for that number before a member of the group answers it. In the Group Settings tab you will see the numbers dialled by incoming callers to reach the group (assigned phone numbers). Hunt groups are created by the BT One Phone customer services team, so some of the fields are greyed out and cannot be modified by an administrator. You can view and change the Audio settings of the group. Click on the Play greeting drop-down menu to see and select announcement prompts for the group (this is the message played to the caller on connection). Click on Music on hold to select the on-hold music or messages for the group. In the Voicemail notification address box you can add an email address - voicemail messages (WAV files) will be sent as an attachment to this address. In the Group Members tab, you can manage the members of the group within the Edit / assign group members section. Caller ID Settings will allow you to change how calls from the group are shown on the called user s device, for incoming, transferred and consultation calls. This is useful if users receive calls for multiple groups. Delete and add group member buttons. Clicking on the add button will insert a new member row.

45 7. Group management That row will include the following: Ringing time the amount of time the incoming call will ring on a user s device before moving on to the next member. Group manager which lets a user log individual users into the group and open or close the hunt group, and view the group call log and listen to group voicemails. May manually set login status lets the individual user login or logout of the hunt group. If the option is not enabled then the user s login status will be the same as for the rest of the group. Login status auto automatically sets the user s login status according to their presence settings. Parallel calling with next lets calls ring simultaneously for this member and the following member. This option means that multiple members can be ringing at the same time or can cascade down a group of callers. Parallel calling and Cascade ringing (see below) can t both be active at the same time. Note: up to 5 mobile devices can be ringing in parallel. There s no limit on how many SIP phones can ring in parallel. Multiple parallel call groupings Example: hunt group with 2+2+2+2 ringing in parallel. Devices ring in pairs, one pair at a time. To change pairings you ll need to list the group members in a different order. Example: hunt group with 3+3 ringing in parallel. Devices ring in sets of 3, one set at a time. To change set members you ll need to reorder the group members.

46 7. Group management In the Group Members tab you can also set the group s call responses within the Group response settings section. Automatic logoff to automatically log a user off if they miss a set number of incoming calls. Checking the On auto logoff sends an auto logged off text message telling the user they have been logged off. Prefer to route calls to members defines the way calls are distributed to the members; there are two ways this is achieved. Linear hunting calls are always delivered to first line in the list; if that line is busy the second line receives the call, then the third etc. Circular hunting calls are distributed in a circular or round-robin way, so if a call is delivered to line one, the next call goes to two, the next to three etc. When the end of the hunt group is reached, the hunting starts over again at the first line. If parallel ringing is selected for multiple users, their devices will ring simultaneously when a call is delivered to their position in the ringing path of that call. Limit simultaneous incoming calls which limits the number of members who can be rung at any one time through the group. Limit search time the total length of time a caller will wait before Overflowing. Pause member after missed call to pause a member that misses a call for a period of time so they do not receive any further hunt group calls.

47 7. Group management Note: with cascade ringing, up to 5 mobile devices can ring at the same time; the first to ring will drop off when a sixth is added. There s no limit on how many SIP phones can ring together. Cascade ringing next in line after activates cascade ringing and lets you set the interval before the next in line member of the hunt group starts ringing as well. When a call is received by the hunt group, cascade ringing lets it ring with the first member then adds more and more members at the set interval, up to the limit set for simultaneous incoming calls. Cascade ringing works with either linear or circular call distribution. A group member stop ringing after their set Ringing time. The cascade ringing continues until the call is answered or the Limit search time (see above) is reached. Cascade ringing can t be active at the same time as parallel calling; it ll be greyed out if the hunt group is set up with parallel calling. The examples below show how the cascade ringing schedule influences how many members ring at the same time. Example: Cascade ringing next in line after is 10 seconds. All members have a 30 second Ringing time. Up to 3 hunt group members can ring at the same time. Example: Cascade ringing next in line after is set to 15 seconds. All members have a 60 second Ringing time. Up to 4 hunt group members can ring at the same time.

48 7. Group management Alert Pickup group of incoming calls to hunt group - alerts members of a pickup group linked to the hunt group to pickup calls after a set time. Pickup group used for this hunt group - links a pickup group to the hunt group. In the Schedule tab you can dictate when the hunt group is open and when it s closed (by default it s always open). To close the hunt group you need to configure the schedule to tell the system to close it. The schedule can be configured for either Regular opening hours, or for specific periods within a Day, Week or Month. You also have the options to set a closed group for a Day, Week or Month. Set the until time, then click on Save, then click OK. Click a time cell and a time select window will pop up. This group will now be closed for this time period. Then click OK to apply the change to the schedule.

49 7. Group management The options for managing calls that aren t picked up are: Voicemail sends the caller to the group mailbox. Attendant sends the caller to the attendant. Announcement plays an announcement specific to the group and then disconnects the call. Disconnect disconnects the caller. Internal routes the caller to another internal number. External routes the caller to an external number. In the Overflow tab you can define how an incoming call is handled if it hasn t been answered by any of the group s members. The call can be handled differently depending on why it wasn t picked up. You can set a different action for each condition, or have them as all the same. However, the default setting is Disconnect so we strongly advise you to change this setting. There are seven set conditions for a call not having been answered. These are: The group is closed. No group members are logged in. No members are available / all members are busy. The search time limit has been reached. The queue has reached the maximum length. The maximum wait time has been reached. The group closes while the caller is waiting in the queue.

50 7. Group management However there s also an additional Queue tab, in this tab you can define queue lengths, wait time, what prompts are played and if you want to play a callers position in the queue. This greeting is played before the caller is placed into the queue. When both a first and second prompt are selected they ll rotate for the time the caller is in the queue. Play position to callers in queue checking this box lets the caller know here they are in the call queue. You can limit the play position in queue prompt by selecting the until caller has reached queue position (defaulted at postion one). These are the options: Maximum queue length dictates how many callers can be held in a queue before they are managed through the Overflow. Maximum wait time dictates how long a caller can be on hold before they are managed through the Overflow. Play greeting the greeting that s played to all callers before they are put through to an ACD group member. First periodic prompt the first prompt (message) played to a caller in a call queue. Second periodic prompt the second prompt (message) played to a caller in a call queue.

51 7. Group management 7.4 ACD groups ACD group calls can be distributed according to the agent s skill level. The agent s skill level is set up within BT One Phone on a per group basis within the ACD group settings i.e. an agent s skill level can be different in different groups. Where all agents have the same skill level, additional rules must be put in place to dictate which agent a call is put through to, for example, the agent who has been idle for the longest. In an ACD group, calls can be queued until an agent becomes available to answer the call. So there can be more calls queued than there are members in a group (which differentiates it from a hunt group). To manage your ACD groups, go to Group Management and select ACD Groups. To see the routing, group and IVR information relating to a group, click on View assignment. To edit an existing group, click on the queue name which will bring up the Edit ACD Group window. Groups are added and deleted through the self-care part of the BT One Phone portal or by contacting the BT One Phone team. The Edit ACD Group window contains the same tabs that appear for hunt groups Group Settings, Group Members, Schedule and Overflow and are managed in the same way. The key differences between hunt groups and ACD groups are the Skill and Ringing time settings in the Group Members tab. For each group member a skill level has to be assigned. The system will later route the calls according to this skill level. It will send the call to an available group member with the highest skill level. You can also specify the ringing time (in seconds) for each group member in the Ringing Time field.

52 7. Group management 7.5 Pickup groups To manage your pickup groups, go to Group Management and select Pickup Groups. In a pickup group, the members can pick up each other s calls from their own phones. For example, a call coming into member 1 s line can be picked up by member 2, 3 or 4 on their phones. The call will be flagged up to them on their alert client if member 1 hasn t picked the call up in time. Clicking on a group name will open the Edit Pickup Group window. To add or delete a pickup group click on the relevant button.

53 7. Group management You can either enter a new or amend an existing group name. In the Edit Pickup Group window you can either name or rename a pickup group or add a new member to a group. To assign users to a pickup group, highlight them in the Available Users list, and then click on the right arrow. To remove a member from a group highlight their name in the Assigned Users field, then click on the left arrow. If you don t want a particular user to be alerted, you can set the Not alerted option. Click OK to confirm the changes. Note: make sure you ve enabled the Alert pickup group members - option in the Routing template.

54 7. Group management Where a pickup group is linked to a hunt group, the pickup group members can answer hunt group calls using the alert client. After a set time, the alert client will flag up an unanswered call and give details of the hunt group that received it, so the pickup group member can answer with a suitable greeting. To set this up, go to the hunt group, select Edit Hunt Group and then the Group Members tab. Tick the box Alert Pickup group of incoming calls to hunt group and then choose which pickup group will be linked to the hunt group. To pick up hunt group calls without using the alert client, members can dial 8899 on their phone. They ll answer the call that s been waiting longest, regardless of whether it s a call to the hunt group or a direct call.

55 7. Group management 7.6 Attendant queues The BT One Phone service includes a feature rich attendant switchboard (operator console) that allows the user to manage large numbers of incoming calls to the business. As the BT One Phone service is hosted in the cloud, the attendant can be located anywhere with an internet connection and manage calls for multiple locations. To manage your attendant queues, go to Group Management and select Attendant Queues. Administrators can add and edit features in a queue; this is done in the Edit Attendant Queue window which is accessed by clicking on the queue name. The attendant switchboard configuration comes as two parts: Attendant Queues and Attendants. Attendant queues are created by the BT One Phone customer services desk.

56 7. Group management In the Edit Attendant Queue, Group Settings tab, you will see that some of the fields aren t editable (this will be done by the BT One Phone customer service desk). However administrators can edit the Audio and Caller ID settings in this tab. There are five tabs in this window. The main queue box must be checked (enables the recall of parked calls). In the Audio settings field an administrator can select the greeting to be played and the voicemail notification address (email). Caller ID settings allow you to change how calls from the group are shown on the called user s device, for incoming, transferred and consultation calls.

57 7. Group management In the Group Members tab, administrators can assign new attendants to the queue (users must have been previously set up as an attendant). Skill levels are set and also the ringing time for the member. To add a new attendant to the queue - click on the + and select the user from the group member list. You can select how to route calls to the members. You can also adjust the time a member is paused for after missing a call. Selecting the Auto-logoff option will log a member off after a defined number of missed calls; the member can also receive a text message when they have been logged off.

58 7. Group management In the Schedule tab you can specify when the group is opened and closed. Now select the until time, then click on Save. Clicking a time cell will pop up a time select window. You also have the options to set a closed group for a Day, Week or Month. This group will now be closed for this time period. The Overflow tab is where you can specify where calls terminate in certain conditions, such as Group closed, No members logged in, All members busy etc. When Voicemail is selected for an overflow option, you must then select which announcement to use. If Internal or External is used, you will also have to provide the destination number.

59 7. Group management Maximum queue length here you can dictate how many callers can be held in a queue before they are managed through the overflow. In the Queue tab you can define what happens to incoming calls when no members are available to take the call. In these instances calls will be placed in a call queue until a member is available. Maximum wait time is where you can specify how long a caller can be on hold before they are managed through the overflow. Play greeting you can select the greeting that s played to all callers before they are put through to an ACD group member. First periodic prompt is where you select the first prompt (message) played to a caller in a call queue. Second periodic prompt you can select a second prompt (message) to be played to a caller in a call queue.

60 7. Group management When both a first and second prompt are selected they will rotate for the time the caller is in the queue. Play position to callers in queue checking this box lets the caller know here they are in the call queue. You can limit the Play position in queue prompt by selecting the Until caller has reached queue position (defaulted at postion 1). Checking this box will return all unsuccessful calls to the attendant transfer queue.

61 7. Group management Attendants In the Group members tab you can assign members who have been added to the attendants list. This is done in Group Management under the Attendants option. Attendants must also be configured by BT One Phone customer services. Click on the attendant s name to view details in the Edit Attendant window. You can also view the queues the attendant is assigned to. When requesting a new attendant to be added you will need to provide the user with their username and a password. Administrators can add or edit the attendant s Call Barring Template.

62 7. Group management 7.7 IVR IVR (Interactive Voice Response) is an add-on feature to BT One Phone for automated call handling. IVRs are set up by the BT One Phone customer service team with call flows for incoming calls to different numbers; they include messages and prompts, menu options and distribution rules. A tick in the Complete column shows that the IVR tree is fully set up and ready to use. To view specific IVR contact numbers click on the IVR name. This means that callers to a number can be presented with options (usually selected by entering a number on their dial pad) to help make sure their call is routed to the right place. The overall configuration for a single IVR structure is called an IVR tree. To view your IVR trees go to Group Management and select IVR then IVR Trees. Each row shows a specific IVR tree s details. If the tree is fully set up, you can view the call flow, its call history and any routing template or group it s being used by. Click on View Tree to view the call flow for the IVR tree. Click on Call Log to see the IVR tree s call history. View assignment shows any routing template or group with calls routed through the tree. Note: IVR trees are configured for customers by the BT One Phone customer support.

63 7. Group management Time/date Time - for routing calls, depending on company opening hours. Date - used for special dates (such as bank holidays and shut down periods) when the company is closed. This screen shot represents a basic structure and an explanation of the five flow elements used. Menu to set up the call destinations and play the option prompts a caller will hear, for example dial 1 for sales or dial 2 for customer service. Prompt for adding a message to be played before the caller is moved automatically to the next element, for example the company is now closed. Destination the destination of the call towards an internal or external person or group. Hangup - to disconnect a call.

64 7. Group management There s also the Not Defined element which is created when the administrator adds a new exit to the tree and then replaced as one of the five flow elements listed above. Right click on the Not defined icon to open the Replace option. Click on Replace to see a list of flow element types. Choose which type you want to change the Not defined element to (this will then need to be configured). The following section shows you how to set up each of the five flow elements. Right click on the flow element icon to bring up a configuration window with three tabs: Mode, Settings and Exits. Time In the Mode tab, select the required mode: Time is used to route calls within and outside company opening hours. Date is used to handle calls when the company is closed. List is used to upload a list of company closed dates.

65 7. Group management The options in the Settings tab depend on which mode you choose. In time mode, the Settings tab is where you can enter the company opening hours. These are then used in the Exits tab as a match (within opening hours) or no match (outside opening hours). Click on the + or x buttons to add or delete a time row. In a new time row, select the day and the opening hours for that day. In date mode, the Settings tab is where you can enter the dates when the company is closed. Click on the + or x buttons to add or delete a date row. In a new date row, set the relevant date range. Note: to create and manage date lists go to Group Management and select IVR then Date lists. In list mode, the Settings tab is where you can see the lists that are available and select the one you want to use. A date list is a csv file with two columns of data and no header line containing: Start date: date and time when the period starts in dd.mm.yy HH:MM format. End date: date and time when the period ends in dd.mm.yy HH:MM format.

66 7. Group management In the Exits tab you ll need to click both Match and No Match buttons to turn them on (if they re not already). There are now two destinations in the IVR tree: Match is where the call goes if it s made within the times/dates in the Settings tab. No Match is where the call goes if it s made outside the times/dates in the Settings tab. Note: if Exits aren t turned on the call will cut off. Clicking Apply saves your settings, but only in this flow element. You ll still need to Save the IVR tree to activate it. The tick icon next to the Save button shows that all elements in the tree are fully set up. If not you ll see the error icon. Menu The Menu element lets you set up the prompt options a caller will hear and how many call destinations you want to use. In the Mode tab you can change the menu name. The Settings tab is where you select the prompts that callers will hear. Note: prompts listed in the Settings tab are managed in the Prompts option in the Company Administration area (see section 6.10). You can also select a Retry Prompt if Retries is active. Timeout is the time in seconds that the IVR will wait for a response from the caller.

67 7. Group management In the Exits tab select how many destinations you want to use - the maximum is 10. The numbers correspond to the prompt options that the caller hears. Selected numbers appear green, so here 1 to 4 are being used. Click on a red number if you want to add a destination; it will turn green. Clicking on a green number will unassign a destination and the number will turn red. If Timeout and Retries exceeded are turned on, there ll be two more destinations in the IVR tree, but they ll need to be set up first. This is what the exits in this example look like in an IVR tree.

68 7. Group management Destinations In the Mode tab, you can specify either an internal (company) or external number as the destination. The options in the Settings and Exits tabs depend on which mode you choose. In Internal Number mode, the Settings tab lets you select a destination from the corporate directory. Exits aren t required when the destination is an internal number. Click on the destination you want calls directed to. In External Number mode, the Settings tab lets you enter the destination number. You can adjust the ringing duration of calls to that number. In the Exits tab you can turn the No answer and Busy options on or off.

69 7. Group management If No answer and Busy options are turned on, there ll be two more destinations in the IVR tree that will need to be configured. Prompt In the Mode tab you can change the prompt name. Prompts listed in the Settings tab are managed in the Prompts option in the Company Administration area (see section 6.10). Click on a prompt to select it. In the Exit tab you ll need to select an exit for the prompt, otherwise the call will cut off. This exit element is set up to hang up the call.

70 7. Group management Hangup There are no set up options in the Hangup window. But you can change the hangup name. Replace You can use the Replace option to change an existing element type. Right click on the element you want to change then select the Replace option. This brings up a list of element types - select the one you want to change the existing element to. Click OK to confirm the change. You can now set up the replaced element.

71 7. Group management Insert The Insert option lets you add an element in the IVR tree above an existing element. Right click on the element where you want to add another element and select the Insert option. This brings up a list of element types - select the one you want to insert (in this example we ll choose Menu). The new element is inserted above the element you selected. You can set it up as required (you might need to change the prompts used in this branch of the IVR tree).

72 8. Inbound call statistics 8.1 Overview Use Inbound call statistics for a consolidated view of incoming call activity to mobile phones or to fixed landline numbers. You can examine in detail how incoming calls are being dealt with and how busy company employees are. Combined with outbound call statistics (included in the billing section of the BT One Phone portal), inbound call statistics provide a complete view of all call traffic without the need for an external call management system. 8.2 Accessing inbound call statistics Only administrators and users given permission can view and create inbound call statistics. You can give access to other users through the Permissions tab in the Edit User or Edit User Template windows. The statistics permission options are in the Individual sub tab. Users with permission to access inbound call statistics will see Quantify in the Statistics drop down list within the BT One Phone portal.

73 8. Inbound call statistics 8.3 Statistics The Statistics window shows a list of statistic reports that are available to run. To make changes to a statistic, double click on the statistic name and the Edit Statistic window will open. Click on the file button to send a statistic. To delete an unwanted statistic click on the x symbol. To create a new statistic click on the + symbol and the Edit Statistic window will open. The Edit Statistic template is used to create a new statistic or edit an existing one. All statistics must have a Name for identification. Use this field to change the name of an existing statistic. Select the Type of statistic you want to create. The options are User, IVR, ACG Group, Hunt Group or Attendant Group. Section 8.4 includes examples of these types. For group types (ACD Group, Hunt Group or Attendant Group), check the Individual Members box if you want to display values separately for each group member.

74 8. Inbound call statistics Set the Time Period for the statistic. Use the drop-down lists in Time Range to set the period by date or select one of the other combinations: Days (Minute intervals) - 1 minute intervals up to 2 days before the date of creation. Days (10-minute intervals) - 10 minute intervals up to 5 days before the date of creation. Days (Hour intervals) - hour intervals up to 10 days before the date of creation. Days (Day intervals) - daily intervals up to 90 days before the date of creation. Weeks (Week intervals) - weekly intervals up to 26 weeks before the date of creation. Month (Month intervals) - monthly intervals up to 12 months before the date of creation. The related values let you define the period based on the date of creation. 1 stands for the current and preceding day, week or month. Only calls between limits the statistic to calls received within the hours you choose. Specify the Call Type for the statistic.

75 8. Inbound call statistics For Inbound calls you can select: Mobile for calls to the mobile number. Fixed for calls to the landline number. Mobile & Landline for calls to both the mobile and landline numbers. The Outbound option is only for group types and provides limited data. For example, if a call into a Hunt Group overflows out, this is measured as an outbound call. Display Format lets you export statistics as either HTML for direct online display or CSV files for processing data in Microsoft Excel. For Email delivery of statistics, decide how often they ll be sent. To select who ll receive statistics by email highlight users in the Available Users list then click the right arrow to move them to Assigned Users. To remove a user from the Assigned Users list, highlight the user then click the left arrow. Click OK to save the report.

76 8. Inbound call statistics Newly created statistics will be listed in the Statistics window. For statistics displayed in HTML format, click on the file button for direct online display on a one-off basis. Statistics saved as one-off delivery by email reports will disappear from the list once sent. For statistics delivered by email, the assigned users receive an email with the report attached as a csv file. They ll need to save the file and open it in Excel.

77 8. Inbound call statistics To format the report, select the data in column A, not the whole column or any row. In the Data tab click on Text to Columns. This opens the Convert Text to Columns Wizard. Choose Delimited as the file type and continue with the wizard.

78 8. Inbound call statistics Once finished, you ll see the formatted report. This is how the same report looks if the Display Format is set to HTML.

79 8. Inbound call statistics 8.4 Statistic type examples User Example: direct online display of a user s monthly call activity over the past 12 months. In the User option, select a user from the drop down list. The statistic will show monthly intervals over the past 12 months. Select HTML for direct online display. Click OK to save the report.

80 8. Inbound call statistics Click on the relevant file button in the Statistics list to view the report. IVR You can run the IVR statistic for all groups used in the IVR or select from the drop-down list to create a report for a particular group.

81 8. Inbound call statistics Example: direct online display of call activity for all groups used in the IVR on a particular day between 8am and 7pm. Select All in the IVR option. The time period is set for a particular day. The statistic will only include calls between 8am and 7pm. Select HTML for direct online display. Click OK to save the report. Click on the relevant file button in the Statistics list to view the report.

82 8. Inbound call statistics ACD Group Example: direct online display of daily call activity for individual members of an ACD group over the past 30 days. Select the group in the ACD Group option and check the Individual Members box to display values separately for each group member. The statistic will show daily intervals over the past 30 days. Select HTML for direct online display. Click OK to save the report. Click on the relevant file button in the Statistics list to view the report.

83 8. Inbound call statistics Hunt Group Example: direct online display of call activity for individual members of a hunt group over a set time period. Select the group in the Hunt Group option and check the Individual Members box to display values separately for each group member. The statistic will show results over a set time range. Select HTML for direct online display. Click OK to save the report. Click on the relevant file button in the Statistics list to view the report.

84 8. Inbound call statistics Attendant Group Example: direct online display of call activity for individual members of an attendant group over a set time period. Select the group in the Attendant Group option and check the Individual Members box to display values separately for each group member. The statistic will show results over a set time range. Select HTML for direct online display. Click OK to save the report. Click on the relevant file button in the Statistics list to view the report.