Introduction The Software Communication System (SCS) user interface is a browser-based application that provides users with access to a range of settings that control the operation of some of the more commonly accessed functions within the SCS. From within the user interface, account holders can manage settings for the following features: Voicemail Attendant Conferencing Basic Call Forwarding Speed Dial Call History Agent Availability Distribution Lists Phonebook Phone Registrations Because of the distributed nature of the SCS, many functions are accessed via the actual phone set rather than the SCS interface. For this reason, the content of this guide deals both with features accessed through the SCS interface and some of the more common phone set call functions. Voicemail Users can access voicemail in one of two ways: either by dialling the voicemail extension number on the phone set (101 by default) or by accessing the voicemail area within the user portal. The following sections discuss the browser-based voicemail interface. The voicemail inbox is the default user interface screen, so any current messages will be on view when you log in. Other folders available at the voicemail screen are Trash and Saved. Each folder can be accessed by clicking on its menu link.
Inbox Listening to Messages Note: Microsoft Media Player or equivalent multimedia player is required to play messages from within the SCS interface, To play a voicemail message, simply click on the corresponding play are displayed with an open envelope closed envelope. Editing Message Subject Headers icon. Messages that have been played, while messages that have already been played are represented by a By default, messages are given a subject header consisting of the words Voice Message and a number. To make it easier to reference your messages, subject headers can be changed: 1. Click on the blue subject header link. 2. Enter the message s new header in the text box provided. 3. Click Apply. 4. Click OK. Moving Messages between Folders Messages can be moved from the Inbox to the Saved folder or the Trash and back to the Inbox again if necessary. Note: The voicemail attendant will not notify you of unheard messages if they are in the Trash folder; notifications only occur for messages in the Inbox and Saved Messages folder. 1. Using the check-boxes, select the message that you would like to move.
2. Open the More Actions drop-down menu located at the bottom of the screen and select the target location for the chosen message. Deleting Messages from the Trash Folder Before a message can be deleted, it must first be moved to the Trash folder, see Moving Messages between Folders. Messages will remain in the Trash folder for the period specified by the system administrator before being permanently deleted the default message expiration time is seven days. Alternatively, users can delete messages manually: Note: Messages stored in the Trash folder can still be accessed through the voicemail attendant (extension 101 by default). Choose Option 3 for Deleted Messages. 1. Select the message(s) you would like to delete by ticking the corresponding check-boxes. 2. Click the Delete button. 3. Click OK when the confirmation request appears. Note: Once deleted, messages are permanently removed from the system and cannot be retrieved.
Voicemail Settings Each user can access basic voicemail settings that control: the greeting that is played when a caller is forwarded to voicemail; the email address used for message notification; whether or not recorded messages are attached to notification emails; and the account PIN (personal identification number). To access these settings: 1. Click on the My Information menu option. 2. By default, the Voicemail menu is displayed. Change the Active Greeting The greeting that is played when callers are forwarded to your voicemail can be changed to one of four prerecorded announcements: Standard (set as the Default System Greeting until a new greeting is recorded by the user) Out of Office Extended Absence Default System Greeting To change the greeting: 1. Open the Active greeting drop-down menu. 2. Choose a greeting.
3. Click Apply. Note: For instructions on how to record a custom greeting see the Attendant section. Email Notification Settings By default, an email address will already be entered in the E-mail address field. Your address and notification settings can be changed in the following way: 1. Enter a new email address for message notifications in the E-mail address field if necessary. 2. If you would like a copy of each message attached to message notifications, tick the check-box. 3. An additional email notification address can entered in the Additional E-mail address text box if necessary. 4. Tick the second Attach voicemail check-box to send voicemail messages directly to the second email address as attachments. 5. Click Apply. Change Your PIN 1. Enter the new PIN in the PIN field. 2. Enter the new PIN again in the Confirm PIN field.
3. Click the Apply button. Attendant Setting Language Options The administrator configures the default language used by the auto attendant. Users can configure their own personal attendant to communicate in the language of their choice. This achieved in the following way: 1. Click on the My Information menu. 2. Click on Attendant 3. Tick the Override default AutoAttendant language check-box. 4. Open the Language drop-down menu and select the required language.
Note: The default language is English. If the language you would like to select is not listed it will need to be added by the administrator. 5. Click Apply. Configure Dial Pad Options The default voicemail attendant can be replaced with a user-personalised greeting and customized keypad options for directing callers to other extensions or the voicemail service in your absence. 1. From the My Information screen, navigate to the Attendant menu. 2. Enter the preferred extension that you would like dialled when a caller presses 0 this can be set to reroute the caller to the auto-attendant (on extension 100 by default) or another user, an assistant for example.
3. Use the Dial Pad drop-down menu to assign phone dial pad numbers to specific extensions to transfer callers to those extensions at the push of a button in your absence. Click Add to add new entries. 4. Click Apply to finalise settings. 5. Record a greeting that corresponds with the settings so that callers know which keys to use and whom they can contact (see the next section). Record a Personalised Greeting Once dial pad buttons have been assigned to each extension, you need to record a greeting that will direct callers to each available option. This is done through the phone. 1. Dial the voicemail extension, usually 101, unless the system administrator has changed it. If 101 does not access the voicemail attendant, see your system administrator. 2. Enter your PIN followed by #. 3. Select Option 5, Voicemail Options. 4. Select Option 1, Record a Personal Greeting. 5. Select the greeting type that you would like to record, e.g., standard greeting, out of office, etc. 6. Record your greeting after the tone, and then press #
7. To listen to the greeting,select Option 1. 8. If you are satisfied with the greeting, select Option 2. 9. Hang up. 10. To use the new greeting, return to the My Information>Voicemail menu and select the relevant greeting type from the Active Greeting drop-down menu. 11. Click the Apply button.
Basic Call Forwarding Note: It is recommended that you use the SCS to manage your call forwarding requirements rather than any forwarding options on your phone set. Set Call Forwarding options to forward unanswered calls to other numbers. Note: If a call remains unanswered after forwarding, the caller will automatically be routed back to your voicemail box. Note: If a user in a forwarding plan has set his phone to Do Not Disturb (DND), the call will automatically pass to the next extension in the list. To create a new Call Forwarding plan: 1. Click on the Call Forwarding menu and select Call Forwarding. 2. Click on the Add Number link. 3. The first drop-down menu determines when the new plan will be in effect. By default, this option is set to Always. Users can create schedules that control when particular forwarding plans are in force. 4. The second drop down menu controls whether or not the plan is enabled. Set to Enabled to activate the plan.
5. Open the third drop-down menu and select when call forwarding to the destination numbers will occur. Selecting At the same time will cause your local phone, the destination number and any other enabled numbers listed in the forwarding list to ring at the same time, with the call transferring to the one that answers first. If the call is not answered at any of the numbers in the list, the call will be forwarded to voicemail. Selecting If no response will result in the call being forwarded from your registered phone to each number in the list in sequence until the call is answered. If the call is not answered at any of the numbers in the list, it will be forwarded to your voicemail - if voicemail has been activated. 6. Enter the forward to number in the text box provided. Calls can be forwarded to a variety of different destinations: External numbers such as a mobile phone number or home telephone number (check with your system administrator whether a prefix is required for outgoing calls) Internal extensions Hunt groups ACD extensions An Auto Attendant extension
7. Set the time in seconds that the destination number should ring for before the call is transferred to voicemail, or the next number in the list if applicable. 8. Click the Apply button. To delete a plan, click on the Delete link located at the end of each plan. To deactivate a plan but not delete it, set the Enabled drop-down menu to Disabled. Scheduled Call Forwarding Schedules can be applied to call forwarding plans to determine precise times when they should be in effect. When a schedule is created it is made available in plan settings: Create a Schedule To create a schedule: 1. Click on the Call Forwarding menu 2. Click on Schedules.
3. Click on Add Schedule. 4. Enter the name of the schedule in the Name box. 5. Enter a brief description in the Description box. 6. Click on the Add Period link.
7. Open the drop-down menu and set the days affected by the schedule. 8. Set the times that the schedule will start and end. 9. Click Apply to retain the screen and add another period, or OK to confirm settings and return to the Schedules main menu. 10. All schedules are listed. Use the check-box and the Delete button to delete any unwanted schedules. Apply the Schedule The newly created schedule will now be available when you next create a Call Forwarding plan: 1. Click on the Call Forwarding menu. 2. Click on Add Number.
3. Set the first call forwarding number. The first drop-down menu determines when the new plan will be in effect. By default, this option is set to Always. Open the menu and select the newly created schedule. 4. The second drop-down menu controls whether or not the plan is enabled. Set to Enabled to activate the plan. 5. Open the third drop-down menu and select when call forwarding to the destination numbers will occur. Selecting At the same time will cause your local phone, the destination number and any other enabled numbers listed in the forwarding list to ring at the same time, with the call transferring to the one that answers first. If the call is not answered at any of the numbers in the list, the call will be forwarded to voicemail. Selecting If no response will result in the call being forwarded from your registered phone to each number in the list in sequence until the call is transferred. If the call is not answered at any of the numbers in the list the call will be forwarded to voicemail if voicemail is active on the account.
Speed Dial Speed dials can be configured in the SCS interface or on any of the SCS-supported phone sets. It is recommended that on phones managed by the SCS you use the SCS s speed dial facility to configure and manage your speed dials. The number of speed dials that can be configured on each phone is dependent on the number of free flexible/line buttons available on that particular model. To set speed dials using the SCS interface: 1. Click on the Speed Dial menu. 2. Click on the Add Number link. 3. Using the text box provided, enter the name of the contact. 4. Enter the number that will be dialled by the new speed dial rule. Speed dials can be configured for a variety of different destinations: External numbers such as a mobile phone number or home telephone number (check with your system administrator whether a prefix is required for outgoing calls) Internal extensions Hunt groups ACD extensions An Auto Attendant extension 5. To subscribe the speed dial to Presence, tick the Subscribe to Presence check-box. Ticking this box will allow the user to see whether the caller is busy or not before dialling. Busy extensions are denoted by a red light on the speed dial button. Note: Speed dial lists configured for use on Nortel IP Softphone 3456 must have Presence enabled in order for them to function correctly.
6. Click the Apply button. 7. If adding more than one speed dial, use the Move Up and Move Down buttons to change the priority and button allocation on the phone set. The top number will be allocated to the first available line button, the second number will be applied to the second available button, and so on. 8. Click the Save and Update Phone(s) button to update your phone profile information. Some phones will restart automatically at this point, others will not restart until the Presence server has been restarted. To remove the speed dial setting, click the Delete link (remember to save and update the phone and then restart the Presence service).
Call History Users can view details of all calls that they have been made and received. The filter function allows users to search for calls made by or to specific names or numbers, while the calendar features provides a further degree of search accuracy, enabling you to narrow results to a specific date or date range. To search your call records: 1. From the home screen, click on the Call Detail Records menu. 2. To search records from a specific period, click on the calendar icons at the top of the screen and select start and end dates. To narrow the search further, enter times. 3. Click the Apply button. Note: To search the current day, ignore the Start and End fields, since the SCS will report on the current day s calls by default. 4. Use the drop-down filter menu to filter the information that is displayed in the report, choose between: All Show all calls made by and received by the user. From Show all calls received by a specific number (requires the user to supply search criteria). To Show all calls made to a specific number (requires the user to supply search criteria). From or To Show all calls made to or received by a specific number (requires the user to supply search criteria)
5. If you selected From, To, or From or To in the last step, enter the search criteria in the text box provided. 6. Click the Refresh button to update the call list. 7. To set automatic refreshing, tick the Refresh every 30 seconds check-box. 8. If required, the call list can be downloaded to a CSV file by clicking on the Download link.
Distribution Lists Distribution lists can be set up to allow the user to forward voicemail messages to individual user extensions or groups of user extensions. Once configured, distribution lists are accessed through the voicemail attendant via Option 5, after message playback. To configure a distribution list: 1. Click on the My Information menu. 2. Select Distribution Lists from the menu on the left-hand side of the screen. 3. Enter the extension numbers that you would like messages to be forwarded to when the dial pad number is pressed in the corresponding text box. When entering multiple extensions, enter a space between each entry. 4. Click Apply.