Spectrum Business Voice Business Group Administrator 1 Quick Start Guide
CONTENTS Overview 3 Account Creation 3 Accessing the Business Group Administrator Portal 4 Portal Overview 5 Lines 6 Auto Attendant 7 MLHG 7 Call Pickup Groups 8 Add a Call Pickup Group 8 Manage a Call Pickup Group 8 Remove a Call Pickup Group 8 Short Codes 9 Add a Short Code 9 Manage a Short Code 9 Move a Short Code to a Department 9 Delete a Short Code 9 Extensions 10 Add an Extension 10 Manage an Extension 10 Delete an Extension 10 Departments 11 Add a Department 11 Modify a Department 12 Delete a Department 12 Miscellaneous Settings 12 Number Blocks 12 External Calls 13 Other Settings (General) 13 Music on Hold 14 Manage an Individual Line 14 Follow Me 15 Add a New Rule 16 Edit a Rule 16 Delete a Rule 16 Enabling and Disabling Services 16 Configuring Call Forwarding Destinations 17 Help 18
OVERVIEW Welcome to your new Spectrum Business Voice Service. This guide is intended for Business Group Administrator (referenced here simply as an Administrator) to assist in the setup of the voice features and functionality for your organization and employees. Detailed instructions for each function and page of the portal can be found both in the guide and in the online help, which is available using the Help link on each web page. Business Group Administrators have the ability to: Manage the features and services of their Business Group Manage Lines within their Business Group Configure the features and settings for individual Business Group Lines Manage Hunt Group Settings Manage Departments Manage Auto Attendant Settings Manage Music On Hold Settings ACCOUNT CREATION In order for an Administrator to manage their lines, they must first create a SpectrumBusiness.net account. This account will allow for an account owner to manage all of their Spectrum Business features including their voice service. Instructions for creating and managing the account credentials for SpectrumBusiness.net can be found here: www.spectrumbusiness.net/support 3
ACCESSING THE BUSINESS GROUP ADMINISTRATOR PORTAL Once SpectrumBusiness.net credentials are properly created, the Business Group Portal can be accessed by a SpectrumBusiness.net user assigned to an Administrator line. By navigating to the Voice section within the SpectrumBusiness.net portal and then selecting the Access Voice Panel link the Administrator will be taken to the Business Group Portal. 4
PORTAL OVERVIEW The Administrator Portal is arranged with a vertical menu bar that is always visible to the Business Group Administrator: The Administrator Portal has an options button that is always visible in the upper right hand corner: When expanded the options button allows for the Administrator to manage the settings for their account: 5
LINES The Lines screen is displayed by default to the Administrator upon entering the portal. The Lines screen enables the Administrator to see all the numbers associated with the account and their corresponding extension, name and department values. Numbers can be managed from this screen and can be moved between departments as necessary. Individual accounts can also be logged into by an Administrator from this screen by clicking on their associated Individual Line button: Hunt Groups can be identified by the prefix of MLHG in the Name section and configured by clicking on the Group button: Numbers that are setup as Administrators can be identified by the following icon: 6
AUTO ATTENDANT Auto Attendant Lines can be identified on the Lines screen with the star icon and managed by clicking on the following: A detailed breakdown of the Auto Attendant features and configuration is documented in a separate document. MLHG The Multi Line Hunt Group (MLHG) screen allows an Administrator to manage the Hunt Groups associated with their account. A detailed breakdown of the MLHG features and configuration can be found in a separate document. 7
CALL PICKUP GROUPS The Call Pickup Groups screen allows the Administrator the ability to create and manage a Call Pickup Group that grants the members of a Call Pickup Group the ability to use the Call Pickup feature to answer each other s calls. ADD A CALL PICKUP GROUP The Admin may create a new Call Pickup Group by selecting the Add Group button and providing a Call Pickup Group name. MANAGE A CALL PICKUP GROUP The Admin may manage a Call Pickup Group by clicking on the Group button: Once clicked the Call Pickup Group Lines screen appears, allowing the Admin to add or remove lines from the selected Call Pickup Group. The Admin may also select the Settings tab from the screen to edit the name of the Call Pickup Group. REMOVE A CALL PICKUP GROUP The Admin may remove a Call Pickup Group by selecting the Call Pickup Group or Groups to be deleted and clicking on the Delete Selected button. 8
SHORT CODES The Short Codes screen allows the Administrator to manage the Short Codes that provide users or users in specific Departments with the ability to quickly dial outside commonly used numbers. ADD A SHORT CODE The Admin may add a number or range of numbers and assign a valid Short Code that can be dialed by selecting the Add or Add Range button. MANAGE A SHORT CODE The Admin may manage an existing Short Code entry by clicking on any of the Short Code values and then updating the Short Code value or Telephone Number. MOVE A SHORT CODE TO A DEPARTMENT The Admin may move a Short Code to a specified Department by selecting one or many Short Codes, selecting an existing Department from the list of Departments and then clicking the Move button. DELETE A SHORT CODE The Admin may also remove a number or selected numbers and their associated Short Codes by selecting the impacted numbers and clicking the Delete Selected button. 9
EXTENSIONS The Extensions screen allows the Administrator the ability to add and manage the extensions associated with their lines. Extensions allow users to quickly dial another user in their group. ADD AN EXTENSION The Admin may add an Extension to a single number or a range of numbers by selecting the Add or Add Range button and then populating the number and the requested Extension. MANAGE AN EXTENSION The Admin may manage an existing Extension entry by clicking on any of the Extension values and then updating the Extension value or Telephone Number. DELETE AN EXTENSION The Admin may also remove a number or selected numbers and their associated Extension by selecting the impacted numbers and clicking the Delete Selected button. 10
DEPARTMENTS The Departments screen allows the Administrator the ability to manage the Departments within their account. Departments allow users to be placed within one or many groups of similar user types and allow functionality to be applied unique to these users at a Department level. Departments can be assigned unique traits such as MLHG, Call Pickup Groups, and Short Codes. ADD A DEPARTMENT The Admin may add a Department by selecting the Add Department button. The Admin will be presented with the following Add Department screen: 11
The Admin can add a Department Name, a Parent Department if this is a subdepartment, an (optional) operator number for the department and the type of incoming and outgoing department limits to be applied to calls. MODIFY A DEPARTMENT The Admin may edit an existing Department by clicking on the requested Department from the list and modifying its values. DELETE A DEPARTMENT The Admin may delete an existing Department by clicking on the requested Department from the list and then selecting the Delete option. MISCELLANEOUS SETTINGS The Miscellaneous Settings page allows the Administrator the ability to view their Number Blocks, External Call Settings and General Other Settings. NUMBER BLOCKS The Number Blocks tab allows the Admin to view the numbers or blocks of numbers that have yet to be allocated to a user. Additional lines can be acquired by contacting Spectrum Business sales. 12
EXTERNAL CALLS The External Calls tab allows the Admin to view the currently set limits on external calling for the account. These settings can only be changed by placing a call to Spectrum Business Customer Care. OTHER SETTINGS (GENERAL) The Other Settings tab allows the Admin to view and set their Internal Operator Number and if Internal Extensions are displayed in the Admin and User portals. 13
MUSIC ON HOLD The Music on Hold screen allows an Administrator to view and manage the settings and content for the music that is played to inbound callers when they are placed on hold by a User. If you do not see Music on Hold as an option it may not have been requested with your account. Music on Hold can be added at any time for free by calling Spectrum Business Customer Care and requesting it be added to your account. From the Music on Hold screen the Admin can Add, Edit and Delete numbers that have Music on Hold values assigned to them. For each number the Admin can set what music plays when the caller is on hold, what action occurs when the music ends and for what duration the music plays. MANAGE AN INDIVIDUAL LINE An Admin may at any point return to the Lines screen to set options for an individual line/user. By clicking on the Lines button for a specific line/user, the Admin will spawn a new page with the specified user portal. The Admin will have limited visibility into the personal data for the selected line, but will have the authority to make changes on behalf of the user as well as promote the line/ user to act as an Administrator. There are features that the End User will require assistance from the Administrator to manage. These include: Find Me Call Blocking Speed Dial Short Codes Extensions 14
FOLLOW ME The Administrator must configure the Find Me Follow Me feature for the end user's line(s) in the Admin CommPortal. When enabled, this service redirects calls that you receive to one or more alternate destinations. You may configure multiple destinations to ring in turn, simultaneously, or a combination of the two. To configure this service, you must define a number of rules. Each rule defines a destination you want to ring when you receive a call, and how long you wish that destination to ring for. Each rule is assigned to a numbered step. As soon as you receive a call, all destinations referred to by rules in step 1 begin to ring simultaneously. As soon as the last of these destinations has completed ringing, all destinations referred to by rules in step 2 begin to ring simultaneously and so on. This continues until the call is answered or all configured destinations have been rung. You can have up to a maximum of 6 steps, and multiple rules may be assigned to each step. NOTE: Your own number will only ring if you configure a rule with your phone number as the destination. You can enable or disable this service. See Enabling and Disabling Services. Begin by selecting the line to configure To use this service, you must define one or more rules. For each rule, the following information must be configured: Destination to ring. This field allows you to select from one of: My phone. Use this value if you wish to ring your own number. Your forwarding destinations. Other. Use this value if you wish to explicitly enter a telephone number for the destination you wish to ring. See Configuring Call Forwarding Destinations. 15
How long you wish the destination to ring for (between 1 and 60 seconds). Step. This defines which step the rule belongs to. As above, all destinations referred to by rules in step one ring first, then those referred to by rules in step two and so on. You may have a maximum of six steps. Permit forwarding. This defines whether or not the destination configured by this rule is allowed to forward the call (e.g., to voicemail or to another telephone number). NOTE: If any of the destinations you configure to ring forward the call to voicemail then this will count as the call being answered, and no further destinations will be tried. This can be avoided by setting this value to No for all destinations other than the last one you wish to ring. Description. This is a friendly name that you wish to refer to the rule by. You may add new rules, or edit/delete existing rules: To add a new rule, click the Add Rule button. Enter the configuration for the new rule as described above, and then press the OK button to create the new rule, or Cancel to discard the rule. To edit a rule, click on the colored bar that represents it and select Edit this rule. Make the desired changes to the rule configuration and click the OK or Cancel buttons to accept or discard your changes. To delete a rule, click on the colored bar that represents it and select Delete this rule. Warning: None of these changes will actually be applied until you click the Apply button on the main Follow Me configuration screen. Clicking the Cancel button on the main configuration screen, discards all changes made to Follow Me configuration since you last pressed Apply. ENABLING AND DISABLING SERVICES Many services can be enabled and disabled. A service may be enabled by checking the appropriate check box and disabled by unchecking it. Warning: this change will not actually be applied until you subsequently click on the Apply button. Sometimes when you enable a service, a icon will be displayed. This usually indicates that the service is interacting with or being overridden by another service, and therefore may not have the effect you desire. Hold your mouse over this icon for more information. 16
CONFIGURING CALL FORWARDING DESTINATIONS All services that allow you to forward or redirect calls that you receive require the configuration of a forwarding destination (the number that you wish your calls to be redirected to). Whenever you are required to configure a call forwarding destination, you will be presented with a drop-down list. This will give you a choice of selecting one of your predefined forwarding destinations or Other. If you select a preconfigured forwarding destination, then your calls will be forwarded to the number you defined for this destination. If you select Other, then you must manually enter the phone number for the desired destination. This phone number must be entered as you would dial it from your phone. 17
HELP The Help section can be accessed at any time by selecting the Help option from the settings dropdown in the top right hand corner of all screens. Upon selecting Help, a new window is spawned with sections specific to each screen, as well as additional tutorials for performing typical feature management functions. The Help section provides a more detailed view into the actions and configurations of each screen and should be used as a companion to this Quick Start Guide. 18
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