Vodafone One Net Anywhere

Vodafone One Net Anywhere Your step-by-step guide to Vodafone One Net Anywhere The future is exciting. Ready?

Contents 1.0 Welcome to Vodafone One Net Anywhere 2.0 User Features 2.1 Call Barring and Incoming Call Filtering 2.2 Call Divert 2.3 Call Hold 2.4 Call Transfer 2.5 Conference Calls 2.6 Call Waiting 2.7 Do Not Disturb 2.8 Emergency Calls 2.9 External Calls 2.10 Internal Calls 2.11 Presenting your number 2.13 Voicemail 2.14 Roaming 2.15 Other Mobile Services 3.0 Enhanced Call Handling Features 3.1 Auto Attendant (Virtual Receptionist) 3.2 Hunt Groups 3.3 Queuing 4.0 Managing your Vodafone One Net Anywhere Features User features glossary Group features glossary 3 4 5 5 7 7 8 9 9 9 9 9 10 11 11 11 13 13 14 15 16 17 18 5.0 Further Help and Advice 19

1.0 Welcome to Vodafone One Net Anywhere Vodafone One Net Anywhere offers many feature benefits that can transform your business. This detailed user guide will help you to understand these so that you can be sure you re getting the most out of your service. This product has been designed to support your business as it evolves, so you can choose to use all or a selection of the features in this guide to help improve your call handling and customer experience. Vodafone One Net Anywhere can give you Virtual landline numbers on your mobile, with no need for traditional desktop phones. This means you can advertise your business further afield and attract new customers, while still keeping the appearance of a local company. From single to multiple users, you will benefit from the various features that are described within this user guide. What you need to know Virtual landline numbers that are not included in your price plan may be subject to a charge. It s important to note that mobile devices do have different user menu and operating systems. Vodafone One Net Anywhere has been designed to work with most mobile phone device types, however there may be an easier way to activate some of the features described within this document, so please take some time to check your mobile device. 3

2.0 About your virtual landline number Details of your virtual landline number(s) that we set up on your account (depending on your price plan) will be highlighted within your welcome email. Whenever someone calls either your landline or mobile number, you will receive the call on your mobile (or your chosen call divert destination if set up), so you ll never miss a business call again. 4

User Features Setup of the following features is described as a guideline only. Exact setup details may vary from phone to phone. 2.1 Call Barring and Incoming Call Filtering You can restrict calls that can be made or received from your phone. Simply call Customer Services for any questions about barred numbers, including how to set up or change Incoming Call Filtering and Outgoing Call Barring. 2.2 Call Divert Call Divert allows for calls to be delivered to your voicemail or any other number under specific conditions, as defined below. Call Divert Unconditional: - Where ALL calls to your number are unconditionally diverted. Call Divert on Busy: - Where ALL calls to your number are diverted if you re busy or when you explicitly reject an incoming call. (Note: If Call Waiting is activated then Call Divert on Busy will not be triggered for the second call you receive.) Call Divert on Not Reachable: - Where ALL calls to your number are diverted if you re not registered or not reachable on the Vodafone network. Call Divert on No Answer: - Where ALL calls to your number are diverted if you do not answer incoming calls after a defined period of time. You can select either 10, 20, 30 or 40 seconds. Call Divert Selective: - Where SPECIFIC calls to a number are diverted to another number when certain conditions are met. The following options are available for configuration by calling our Customer Services department: - Calling Party Number list of full numbers e.g. Call Divert all calls from 01234 567890 or calls from a specific area code e.g. 01604. Up to 10 entries can be supported. - Calls diverted on specific day of the week or time of day Please note that once activated the Call Divert Selective will work only when it has been scheduled. If you want this to change, simply call Customer Services. Restrictions apply for diverting numbers to Premium, non Geographic or International numbers. 5

User Features 2.2 Call Divert continued... If you want to make simple call divert changes, you can do this automatically by using the following feature management codes from your mobile. These codes are described in the following table. Simply dial them to activate the feature you require. Feature Management Code Behaviour 1200 Deactivate All Call Diverts 1211 Activates Call Divert Busy and Call Divert Not Available to voicemail 1211 + Number Activates Call Divert Busy and Call Divert Not Available to Number specified 1212 Activates Call Divert Unconditional to voicemail 1212 + Number Activates Call Divert Unconditional to Number specified 1213 Deactivate Call Divert Unconditional 1224 Activates Call Divert Not Ready to voicemail 1224 + Number Activates Call Divert Not Ready to Number specified 1225 Deactivate Call Forward Not Ready 1226 Activates Call Divert Busy to voicemail 1226 + Number Activates Call Divert Busy to Number specified 1227 Deactivate Call Divert Busy 1228 Activates Call Divert Not Available to voicemail 1228 + Number Activates Call Divert Not Available to Number specified 1229 Deactivate Call Divert Not Available to voicemail What you need to know Please note that additional call charges may apply at the appropriate pence-per-minute rate if you apply call diverts to numbers that are not included within your price plan. 6

User Features 2.3 Call Hold Place a caller on hold and they ll be played music (available on mobile devices which have Call Hold and Call Transfer as a phone menu option). Please check your phone menu to see what Call Hold or Call Transfer options are available. When a call is on hold you have the option to make a second call and then either: Toggle between the two calls Join the other two parties together Transfer or join all parties as a conference To place a call on hold you can either: Use the hold option (available on most mobiles) Press the 2 key and then the send key 2.4 Call Transfer Call Transfer allows you to transfer an existing call to another person. The transfer can either be to someone within your company or to a number outside of your Vodafone One Net Anywhere service. This feature is device specific, as most mobile manufacturers support this feature in several different ways. Devices fall into four categories: 1 Devices which have Call Transfer as a native phone menu option 2 Devices which support native GSM Explicit Call Transfer 3 Devices which do not support assisted or Explicit Call Transfer, but can support Blind Call Transfer by using an Anywhere feature management code. 4 Devices which can t support call transfer at all What you need to know Check with your mobile device website to determine which type of call transfer your phone supports. When transferring to a number which is not in your Vodafone One Net Anywhere company setup, you will be charged as if you had initiated the call for the duration that the two parties are on the call. Transferring a call to a device that s roaming abroad may also be subjected to the in-country roaming charges. 7

User Features To Transfer a Call On devices that have Call Transfer as a phone menu option 1. Place the call on hold using the standard function on your phone. (If your device does not have a hold option, then press the 2 key and then the send key which will also invoke hold.) 2. Now call the person you wish to transfer the call to (note: some mobiles require you to select new call on the phone menu before being able to dial this second number). 3. Finally, transfer the call using the standard function on your phone. If your device does not have a transfer option, simply press the 4 key and then the send key, which will transfer the call. 2.5 Conference Calls Join up to six people (including yourself) into a conference call on devices which have Call Transfer and Call Hold as a phone menu option. Establish a Conference Call The simplest way to establish a conference call is by using the phone s in-built menus where available. Simply place the active call on hold, dial the third party and then select conference or join to connect all three parties in a conference. If the phone does not support these menus, then the following steps will also deliver the desired experience. To start a conference call 1. Press the 2 key and then the send key to put the existing call on hold. 2. Now call the person you wish to include in the conference call (note: some mobiles require you to select new call on the phone menu before being able to dial this second number). 3. Press the 3 key and then the send key to join everyone together. You can continue to add people by following these steps: 1 Hold the conference by pressing the 2 key and then the send key. 2 Call the new person. 3 Press the 3 key and the send key to add them to the conference. Manage a Conference Call As the conference chairman, you can drop an individual caller from the conference using the following process: To drop a caller 1. Press the 1 key 2. Enter the individual s joining number e.g. 3 (you will need to remember or record the order they joined the conference). 8

User Features End a Conference Call To end the call You need to hang up on each participant individually to close each leg of the call down. 2.6 Call Waiting Call Waiting lets you know that a new caller is trying to contact you while you are already engaged on an existing call. You can speak to the caller with or without ending the original call. Accept a Waiting Call You will hear an intermittent tone which will alert you to the caller that is waiting to speak to you. Some devices will automatically offer Call Waiting options, (such as accept the incoming call and end the active, accept the incoming call and hold the active or reject the incoming call ), these options will function correctly. If your device does not support these options, simply press the 2 key and then the send key. This will place the existing call on hold and connect to the call that is waiting. To toggle back to the original call (or between the callers) use the phone menu, or press the 2 key and the send key again. 2.7 Do Not Disturb You can redirect all your incoming calls to your voicemail for a predefined period, (maximum eight hours before the redirection stops). To set up Do Not Disturb Activate Dial 126 or use the One Net mobile app described in section 4.0 Deactivate Dial 127 or use the One Net mobile app described in section 4.0 2.8 Emergency Calls To make an emergency call AS YOUR CLIP, IF A CALL IS MADE TO AN EMERGENCY SERVICES NUMBER, YOUR MOBILE NUMBER Dial 999 or 112 WILL BE DISPLAYED TO THE OPERATOR AND THEY MAY REQUEST YOUR 2.9 External Calls To call a number that is not part of your Vodafone One Net Anywhere group, simply dial the number direct. 2.10 Internal Calls You can dial another person in your Vodafone One Net Anywhere Group by either dialling the full number or their short code extension number if these have been set up. 9

User Features 2.11 Presenting your number The standard default is to display your mobile number to other callers when you make outgoing calls. If you wish to change this please call Customer Services or use the One Net Mobile Client described in section 4.0. To change number being presented on a per call basis To present your mobile number when the default presentation is your geographic number To present your geographic number when the default presentation is your mobile number Press #46# followed by the full number to be called followed by* Press #45# followed by the full number to be called followed by* Example: #45# 01202 123 456* will place a call to telephone number 01202 123 456, with the user s geographic telephone number displayed as the caller ID, instead of the user s default mobile number being displayed. Please note that if you have chosen to send your virtual landline number as your clip, if a call is made to an emergency services number, your mobile number will be displayed to the operator and they may request your current location. Calls to other One Net Anywhere users in your company You can choose to have your Vodafone One Net Anywhere colleagues see either your full number or your extension number when you are calling them. Please contact Customer Services to permanently make changes to the number that you present. Presenting your number when it is normally restricted If you choose to have your number permanently hidden by using the withholding feature you can selectively present your number on a per call basis. Dial 1470 in front of the number you are calling. 2.12 Withholding Your Number You can prevent the person you are calling from seeing your phone number. You can do this for individual calls or permanently. To withhold your number Permanently withhold your number Selectively withhold your number You can permanently withhold your number for all calls by using the setting in your mobile phone. Refer to your phone manual to find out how. To selectively withhold your number on a per call basis: Dial 141 in front of the number you are calling. 10

User Features 2.13 Voicemail On One Net Anywhere you have a single voicemail box for all your virtual landline numbers. To access your voicemail Dial 121 to retrieve your voicemail messages 2.14 Roaming While you will be able to make and receive calls while roaming (subject to overseas network availability) it should be noted that: Short code dialling whilst roaming is not available in all countries, (e.g. dialling a colleague s short code extension whilst abroad). The Feature Management Codes as listed in section 4.0 are Not available in some countries For security purposes, all new mobile connections have roaming blocked as standard. This can be reversed with a simple call to Customer Services. For more information on roaming please see vodafone.co.uk/roaming 11

Vodafone User Guide Vodafone One Anywhere 3.0 Group Features Vodafone One Net Anywhere can also offer you additional call handling features such as Hunt Groups, Auto Attendant (sometimes referred to as a Virtual Receptionist) and Call Queuing functionality. You can choose whichever features suit your business but these all work brilliantly together. For example when customers call they will go through the Auto Attendant, which allows them to choose a department. Hunt Groups will then search for the first available person. If nobody is available, they will then be forwarded to voicemail. As soon as it is recorded, voicemail indication will be sent to a nominated person in your company. *Please note that if you re a single Anywhere user, the Hunt Groups feature will only work for two users or more. 12

Enhanced Call Handling Features 3.1 Auto Attendant (Virtual Receptionist) Auto Attendant allows your incoming callers to select a department or person through an interactive voice prompt menu. This feature is generally used in conjunction with your main published company number. The announcement would typically contain a company greeting, e.g. opening hours; and a list of options, e.g. Press 1 for sales, 2 for finance For details on how to record the Auto Attendant announcement and how to get this activated. Please contact customer services. What you need to know Auto Attendant or Hunt Group functionality requires additional virtual geographical landline numbers. These numbers are chargeable on the One Net Anywhere service (subject to price plan). A maximum of nine end point options can be configured on the Auto Attendant. Each option when selected can direct the call to either a single user or a Hunt Group. 13

Enhanced Call Handling Features 3.2 Hunt Groups Hunt Groups enable a group of linked Vodafone One Net Anywhere users to be contacted via a single number. For example a sales team may have a single phone number that will ring all the sales staff within the group in a predefined sequence. You can have a maximum of 20 users in any Hunt Group. It s possible to have multiple Hunt Groups, each with their own phone number and these can be configured uniquely in terms of users who form part of the Hunt Group and how the Hunt Group hunts. What you need to know If you choose Hunt Group functionality, this will be set up by default to ring all users simultaneously as detailed below. If the call is not answered it will be diverted to the Voicemail box of the lead account user. If you require changes to the setup of your Hunt Group, please call our Customer Services department who will be happy to help. You can also opt in and out of your Hunt Group by using the One Net app described in section 4.0. One Net Mobile Client functionality requires a landline number to be provisioned. This could be an existing number you wish to port or a new number. Sharer plans get one number free of charge. For single plans these numbers are chargeable so please consult your Customer Services for the pricing details to determine the latest costs. Four Types of Hunt Group Simultaneous - All phones in the Group ring at the same time. Sequential - Calls are delivered in a fixed order always starting with the first available person on the list. Circular - Calls are delivered in a fixed order, starting with the first available person on the list. The next incoming caller will be sent to the next person in the list. Most Idle - This is designed to be fairest in sharing calls around a Group. As soon as a Hunt Group call is completed, the Vodafone One Net Anywhere User moves to the bottom of the Hunt Group in a shuffling fashion. The next incoming call goes to the user who has been idle the longest. 14

Enhanced Call Handling Features Hunt Group Identification When a call is received from a Hunt Group the calling number will be shown prefixed with a 2-digit code (yy). This number is unique to each Hunt Group in your company. For example, yy01202xxxxxx. This helps you identify incoming calls appropriately for the number your caller has used. When you receive a call from a Hunt Group the number displayed will include the 2-digit Hunt Group code (yy). Don t forget to remove it before you return the call. Voicemail in a Hunt Group If a call is not answered when the hunting sequence has completed i.e. no one was available to answer the call, the incoming caller will be sent to the voicemail of a nominated person in your company. To change the nominated person, please contact Customer Services. The nominated person receiving Hunt Group calls into their voicemail should consider recording a generic company-type greeting rather than a personal one. 3.3 Queuing If you have Queuing enabled then up to 20 calls will stay in the queue. There are two configurable queue options: A preset time that a call remains in the queue before being redirected to voicemail or another predetermined number. - The values are in five-minute increments from five minutes to a maximumπ of 60 minutes. Time interval between answered calls, sometimes known as wrap-up time. This gives agents time to finish the last call and prepare to take the next call. - The time intervals available are 5, 10, 15, 30, 45 and 60 seconds. Queuing is only available on company numbers. By default this option is not enabled. To switch on Call Queuing please contact Customer Services. 15

4.0 Managing your Vodafone One Net Anywhere features You have a number of ways to manage your One Net call features. You can either use the Features Codes described later in this section for simple changes or use the One Net Mobile Client for more advanced feature management. You can control the following via the portal: Do Not Disturb / Absence Reason (if you don t want to be contacted) Call Divert (If you are out of the office and want to divert your calls) Hunt Group Membership (only available for multiple user accounts) Call Identification (How your number is presented for outgoing calls) The Mobile Client helps you control your settings whether you re in or out of the office. It s just one more way Vodafone One Net Anywhere can help your business work productively and efficiently. Please Note: To access the Vodafone One Net Portal simply go to onmc.vodafone.co.uk on your phone s browser and follow the instructions. Vodafone One Net Mobile Client is only available when you are connected to the Vodafone mobile network, and so will not work on a Wi-Fi connection. Data charges to use the One Net Mobile Client in the UK are free. If using the One Net Mobile Client outside of the UK, you will be subject to roaming data charges. 16

Managing your Vodafone One Net Anywhere features User features glossary Feature Mobile and Landline Phone Number Call Divert Caller ID Call Waiting Call Transfer Call Hold Conference Call Single Voicemail Box Do Not Disturb Description Each user will have a single mobile device, which will have both a mobile and a Virtual Landline phone number, allowing users to decide which number to publish to customers and advertise, whilst never missing a call (e.g 07775 112233 and 01635 445566 will be paired). Users may choose to retain existing numbers, fixed or mobile, or order new ones if required and can also request the desired area code. Users can configure call divert rules to ensure calls are treated correctly when they are not available, busy or not reachable and also to apply different treatment to specific numbers, or at different times of the day (e.g. a user may define that during office hours calls the landline number is connected, but outside of hours is diverted straight to voicemail). Users can control whether to display their fixed or mobile number to people they call. Settings can be applied to all calls, or adjusted on a per call basis. By default all users will display the landline number. Call Waiting indication is activated by default so that users can choose to move between calls ensuring that important calls are not diverted straight to voicemail. Call Transfer allows users to transfer calls to someone else, as in traditional PBX systems. This feature is highly dependent on the specific mobile phone handset available, for example some devices require a specific sequence of digits to be entered, and some cannot support the feature at all due to device limitations. The Call Hold feature can be supported by all mobile phones. This feature is also required to instigate Call Transfer and personal conferences. All mobile phones allow a personal conference to be created with three parties connected together on a single call. Calls which are made to either the virtual landline or mobile number will be stored in a single common voicemail box, allowing for easy retrieval. Do Not Disturb can be triggered on a user device in the same way as a legacy PBX system, to prevent all calls from being delivered to the device, for example during a meeting. 17

Managing your Vodafone One Net Anywhere features Group features glossary Feature Incoming Call Barring Outgoing Call Barring Multiple Landline Numbers Company Main Number Auto Attendant Hunt Group Music On Hold Description Company account administrators can define incoming call barring rules to prevent nuisance calls. Rules can be applied to specific numbers, users, groups of users or the whole company. By default no barring is applied to any user. Outgoing call barring can also be configured and can be applied to specific numbers, users, groups of users or the whole company. This allows administrators to restrict dialled destinations for example premium rate, international calls and so on. By default no barring is applied to any user. Companies can decide to obtain multiple landline numbers to allow them to select appropriate numbers and area codes relevant to their business. (For example a business in Reading may wish to advertise a Reading, Swindon and Slough area code in different publications.) Multiple landline numbers can be delivered to the same user or group of users. This feature allows a company to define a specific main number which can be used in advertising literature and on signage for example. This number can then be directed to ring on a specific user s phone, or if required several users in a Hunt Group. Company numbers are not connected to specific users directly. The Auto Attendant feature provides small businesses with an automated secretary style of service, where all inbound calls are automatically answered by a pre-recorded message, (which you create), allowing callers to select from any of up to nine onward routing selections, (eg, Welcome to A.N. Other Ltd, to speak to sales press 1, for support press 2, to leave a message press 3 ) Auto Attendant can only exist on company level numbers and by default is not enabled unless requested. This is a group of users who can all be reached on a single contact number, directly dialled, for example a sales or support team. By default all Hunt Groups will be configured to ring all users at the same time, called simultaneous mode, but once the system is installed administrators can select sequential, circular or most idle ringing patterns whichever suits best. Up to 20 users can be in a Hunt Group. All callers who are placed on hold, or are held in a queue will hear music instead of silence or a tone. What you need to know For Call Diverts the standard service default is Busy, Not Available and Not Ready to voicemail. If you activate Call Divert Unconditional this will take precedence over your default rules. If you deactivate all your Call Divert rules using the feature code 1200 then all Call Diverts will be cancelled. You may then need to reset your Call Divert rules for Busy, Not Available and Not Ready to voicemail or another number. 18

5.0 Further Help and Advice You can find lots of useful information on the Anywhere service by visiting our website at vodafone.co.uk/business Click on the support icon to discover more information on the features described within this document including the One Net Mobile Client. If you can t find what you re looking for, there is a dedicated Vodafone One Net Anywhere Customer Service team available to make sure you get the best from your Vodafone One Net Anywhere service. Vodafone One Net Anywhere Customer Service support team 8am 6pm (Monday to Friday) Telephone: 03333 042074 Email: vodafoneonenet@vodafone.com We aim to respond to all emails within 24 hours Out-of-hours support is available for high-priority incidents (lost or stolen) Please use the same contact details above. 19

Vodafone Limited. Registered address: Vodafone House, The Connection, Newbury, Berkshire RG14 2FN. Registered in England No. 1471587 March 2017. Vodafone Limited. Vodafone and the Vodafone logo are trademarks of the Vodafone Group. Other product and company names mentioned herein may be the trademarks or registered trademarks of their respective owners. The information in this publication is correct at the time of going to print. Such information may be subject to change and services may be modified, supplemented or withdrawn by Vodafone without prior notice. All services are subject to terms and conditions, copies of which may be obtained upon request.