Virtual Office Set Up Guide Version 3.0, May 2010
Table of Contents Congratulations on becoming an 8x8 Virtual Office Subscriber!...3 Purchased from 8x8 Website or Sales Representative...3 Purchased from a Retailer...3 Step 1 - MAC Address...3 Step 2 - Enter Account Information & Confirm Order...4 Step 3 - Invoice...4 Step 4 - Login & Configure PBX...5 Step 5 - Configure Extensions...6 Step 6 - Activate Extensions (e.g. 1001, 1002, 1003, etc.)...7 Step 7 - Configure Ring Groups...8 Step 8 - Configure Auto-Attendant...10 Step A. Time Zone... 11 Step B. Define Normal Business Hours... 11 Step C. Manage Business Hours Exceptions... 12 Step E. Verify and Save Settings... 13 Phone Menu Configuration... 14 Manage Settings... 15 Testing Your Profile... 17 Launching Live... 18 Step 9 - Configure Shared Lines (if ordered)...19 Questions or Assistance...20 2
Congratulations on becoming an 8x8 Virtual Office Subscriber! You will need to configure your new hosted PBX and activate your extensions. Below is a step-by-step overview of this process, alternatively call a Technical Installation Lead (TIL) at 1.866.208.9369 to assist you with set-up. Purchased from 8x8 Website or Sales Representative If you ordered Virtual Office service through the 8x8 website, or from a 8x8 sales representative, your order and Account Information has already been created. Please proceed to Step 4 - Login & Configure PBX. Purchased from a Retailer If you purchased the 8x8 Virtual Office equipment from a retailer, you need to follow ALL the steps in this guide to select and configure the service you require. Start with Step 1 - MAC Address. Step 1 - MAC Address Go to http://activate.8x8.com to enter MAC Address(es). 3
a. Enter the MAC address(es) found on the box or the bottom of your new 8x8 IP Phone(s). The MAC address identifies which authorized partner you purchased your Virtual Office phones from and will direct you to the specific website pages for the product purchased. You will need to enter the MAC address for each of your IP Phones. After entering one (1) of the MAC addresses, click on the More Devices link. Additional fields will be available to enter remaining MAC addresses. Click the Continue button once all MAC addresses have been entered. Step 2 - Enter Account Information & Confirm Order At this point, you will be asked to enter the 8x8 Account Information that will be used to access this account. Use the tab that best describes the account I am a new customer or I am an existing customer. Fill in the information as required. In the next screens, you will need to enter the Service Address, Billing Information, and Shipping Address(es). Step 3 - Invoice Next, you are presented an invoice page. Print and file for your records. 4
Step 4 - Login & Configure PBX a. Go to www.8x8.com and click Sign In/My Account, located at the top right-hand corner. b. Input the LOGIN and PASSWORD you created during the account sign-up process. c. If you need assistance with your login and password, click on the help links under each box. A new user name or password will be sent to you. Company ID Tip Company ID must be one word (i.e. newcustomer) and must be between 8-20 characters long. d. Click VO ipbx Configure and assign a Company ID and Company Name. You will also need to enter Directory Listing information if you choose to be listed. Select the appropriate response (YES or NO). e. Next you will be presented with the Terms and Conditions. You must agree to these before proceeding. 5
Step 5 - Configure Extensions Once the PBX has been configured, the individual extensions must be set up. Click the Configure button(s) for each extension to be configured (1001, 1002, 1003, etc.) as appropriate. The screen that follows will allow you to set up each extension s individual specifications first name, last name, location, etc. You must enter an E911 address for each extension. You will then be able to select a phone number from State and Rate Center drop downs for each extension. 6
Step 6 - Activate Extensions (e.g. 1001, 1002, 1003, etc.) Enter the MAC address found on the bottom of your new 8x8 IP Phone(s). (Customers who have purchased their 8x8 equipment at a retail location will not need to re-enter their MAC address.) Congratulations, your extension is now activated and ready to use! 7
Step 7 - Configure Ring Groups A Ring Group is a way for a number of extensions on a Virtual Office account to share the distribution of incoming calls. To configure this feature, click Configure RG from the Your Virtual Office Account Details screen. Click Create New Ring Group. 8
Configure your Ring Group Settings. 1. Enter a name in the Group Name field. You can change this at any time. 2. Select an extension number from the Group Extension drop-down. 3. Choose an option from the Ring Pattern drop-down. (Click Ring Group Help for more info on Ring Pattern ) 4. Choose the number of cycles if you ve selected either of the Cyclic options. 5. Select your forwarding destination from the If the Ring Group has no open lines forward the call to drop-down. 6. Select your forwarding destination from the If the Ring Group cannot answer the call forward the call to drop-down. 7. Enter the desired number of seconds. Five seconds equals one ring. 8. Select your forwarding destination from the Always forward the call to drop-down. (Note: Setting this will override steps 5 & 6) 9. Select an extension from the Phone Extension drop-down menu. Click the + button to add more extensions and the - key to remove extensions. 10. Click Save to save your new Ring Group. Click OK and then Manage Ring Groups if you wish to add more Ring Groups. 9
Step 8 - Configure Auto-Attendant Auto-Attendant is a powerful automated service that replaces the need for a receptionist. To configure, click Configure AA from the Your Virtual Office Account Details page. During the initial set-up, you will be asked to enter a name for your Auto Attendant. Click on Continue to setup your Auto Attendant schedule. A wizard will guide you through the process of establishing your schedule. 10
Step A. Time Zone This is the time zone your Auto Attendant will use to determine scheduling rules. To select a time zone: 1. Click on the pull-down menu and select the time zone nearest your desired location. Step B. Define Normal Business Hours Business Hours represents the times and days for which your Auto Attendant will use the business hours greetings and rules. The default settings are for Monday through Friday, from 8:00 am until 5:00 pm. 11 Note: Once you set your business hours, you will need to set up your phone menu options as well as record or upload a greeting before you can activate your Auto Attendant profile.
Step C. Manage Business Hours Exceptions Tip To skip configuration, simply leave the fields blank and click on Next Business Hours exceptions allow you to temporarily adjust your normal business hours schedule for a given date. Note: Once you set a Business Hours Exception, you will need to record or upload a greeting before you can activate your Auto Attendant profile. Step D. Manage Holidays Holidays are special exceptions. For each date you define, the Auto Attendant will play your pre-recorded Holiday greeting and will apply Holiday rules. You will be able to define Holiday rules once you have at least one date set for a Holiday. To define a Holiday: Select the date for the Holiday by clicking on the calendar icon or entering text. The format is MM/DD/YYYY. Note: Once you set a Holiday schedule, you will need to record or upload a greeting before you can activate your Auto Attendant profile. 12
Step E. Verify and Save Settings You may click Save Settings to continue. Otherwise, click Prev to navigate back to the previous screens. Once you have successfully saved your schedule settings, you will get a confirmation screen. Select (Continue Configuration) or to save the profile and continue the configuration at a later time (Done). 13
Phone Menu Configuration After you have completed establishing your Auto Attendant Profile schedule, you can setup your phone menu settings (Manage Settings) and greeting settings (Manage Greetings). Your options are: Number of times to replay greetings, if caller takes no action. How many seconds should the system wait before each replay? Do you want the caller to directly dial by an extension? 14
Manage Settings Manage Settings allows you to program the phone options and phone menu rules for a given schedule. Phone Menu Options Each phone menu option has a drop down selection of actions. In addition, you can program the Auto Attendant to respond if the caller does not press any key. 1. Plan out what you want your callers to be able to do with the phone menu options. 2. Select the phone menu number (0 9) you wish to activate. 3. Pick the action you want each of the number to correspond to. Next, you can configure how your customers hear the phone menu greetings and if they can direct dial extensions. Your options are: Number of times to replay greetings, if caller takes no action How many seconds should the system wait before each replay? Do you want the caller to directly dial by an extension? 15
Greeting Tip You can upload up to five greetings per phone menu options. Manage Greetings This option allows you to record or upload pre-recorded greetings. From the Manage Greetings section, you can view, listen and delete existing greetings, edit greeting names, select which greeting to play, upload a new greeting, and record new greetings. To select a greeting for your menu options: Click on the check box under Current Greeting. Note: You can only select one greeting at a time. To upload a new greeting: 1. Click on Upload Custom Greeting. 2. Click on Upload File. 3. Locate the file from your computer. 4. Click on Upload. 5. Check the Current Greeting box of the greeting you want to use. Note: Supported audio files include.au,.wav,.mp3, and.vox. The file size should not be any larger than 5MB and should be saved on your computer. The ideal sampling rate is 8KHz at 8bit encoding. 16
Greeting Tip When you select a new Current Greeting on an active profile, your Auto Attendant greeting will be updated immediately. To record a custom greeting: 1. Click on Record Custom Greeting. 2. Enter your ten-digit phone number. 3. Click Start Recording. 4. The system will ring the phone number you entered. 5. Pick up the phone and follow the Recording IVR instructions. 6. Once you are satisfied with your recording, you can hang up and click on Done. Note: You need to set up your company main number before you can use this feature. To edit a greeting name: 1. Click on the edit icon next to each file name. 2. Enter the new file name. 3. Click the save icon. Testing Your Profile Once you have completed managing your greetings and your phone menu configurations, you can test your profile before pushing the profile live to your phone system. 1. On your top navigation bar, click on Test Profile. 2. Enter your phone number. 3. Click on the Test Profile button. 4. Pick up the call when your phone rings. 5. Press 1 to connect the call after the prompt. 6. You can steer through your Auto Attendant just like your callers would. When there are greetings missing, you will hear the following IVR: Hello. This Auto Attendant menu has not been set up. We apologize for the inconvenience. 7. Hang up after you are done testing your Auto Attendant. 8. Once your are ready to launch your profile live, you can set the profile as active. 17
Activation Tip You will not be able to activate your profile until you have uploaded or recorded all your greetings. Launching Live After you have configured and tested your Auto Attendant profile to your satisfaction, you are now ready to activate your profile. Note: Be sure that you click on Save Settings in the Manage Settings page to save your profile. 1. Navigate to the Profiles page by clicking on Manage Profiles on the top navigation bar. 2. Go to the profile you wish to activate and click on Set as Active Profile. 3. Your Auto Attendant is now live. 4. You can call into your Auto Attendant Extension or phone number to access For detailed information on configuring your Auto-Attendant, please refer to this link: http://sims.8x8.com/getdocument/.aspx?docid=710086 18
Step 9 - Configure Shared Lines (if ordered) Shared Line Appearance enables calling on extensions which are shared by multiple users. Click Shared Line Setup from the Your Virtual Office Account Details screen. Next, assign the line/call appearance for each Shared Line extension by using the pull down menu. Review your settings and click Confirm to save. 19
Questions or Assistance Additional resources are available online at: www.8x8.com/support/businessresources/documentation.aspx. Customer Service: 1.888-898-8733 P: 888.898.8733 (Toll-Free) P: 408.687.4120 (Outside US) F: 408.980.0432 NASDAQ: EGHT www.8x8.com 2010. The 8x8, Inc. logo are registered trademarks of 8x8, Inc. 8x8, Inc. is a publicly traded company. PM251/110