pink ip system administrators manual

System Administrators Guide

Version 1.10

Created: February 2012

Last Updated: November 2013

Copyright © 2005-2013 MyPhones Ltd 2/60

Copyright Copyright © 2005-2013 MyPhones Ltd.

Information in this document is subject to change without any notice. No part of this document may be reproduced, transmitted or stored in a retrieval system,

in any form or by any means, electronic or mechanical, for any purpose, without the written permission of MyPhones Ltd.

Document Version Control

Version Change Author Date

1.0 John Watts January 2012

1.1 March 2012 update

Customer Event Diary

Reporting and Statistics

Line Monitoring

Simon Gregory March 2012

1.2 Corrections John Watts April 2012

1.3 Time-based Routing John Watts October 2012

1.4 December 2012 update • Bulk user import • “Music On Hold” Upload

Simon Gregory December 2012

1.5 Line Monitoring now allows for

first name only display

Simon Gregory March 2013

1.6 Define short code in Phone

Maintenance

Simon Gregory April 2013

1.7 Support associative CLI in user creation

Simon Gregory May 2013

1.8

1.9

1.10

Information about Voice mail greetings with shared mailboxes

Notes on reporting operation

Extended Calls Summary

Simon Gregory

Simon Gregory

Simon Gregory

June 2013

July 2013

November 2013


Contents

1. INTRODUCTION .................................................................... 6

1.1. Purpose of this document ............................................................................. 6

1.2. Related applications and documents .............................................................. 6

1.3. Document Conventions ................................................................................ 7

1.4. System Administration ................................................................................. 7

2. SETTING UP THE ADMINISTRATOR ....................................... 8

2.1. Get your details .......................................................................................... 8

2.2. Edit your Details .......................................................................................... 8

2.3. Set your Call Barring ................................................................................... 9

2.4. Allocate your own phones ............................................................................. 9

2.5. Registering your installation address ............................................................ 10

3. SETTING UP NEW USERS .................................................... 11

3.1. Add New User ........................................................................................... 11

3.2. Importing Users ........................................................................................ 13

3.3. Allocating User phone number .................................................................... 15

3.4. Set user Call Barring .................................................................................. 15

3.5. Managing a users phones ........................................................................... 16

3.6. Registering user’s installation address .......................................................... 18

3.7. Change number presented ......................................................................... 18

3.8. Show Called Number ................................................................................. 18

3.9. Call Recording Settings .............................................................................. 19

3.10. Time-based Routing ................................................................................... 19

3.11. Phones vs Users ........................................................................................ 19

4. MANAGING USERS .............................................................. 20

4.1. Maintaining User Details ............................................................................. 20

4.2. Impersonating a user ................................................................................. 21

4.3. Exporting Users ......................................................................................... 21

5. MAINTAINING PHONES ...................................................... 22

5.1. Phone status ............................................................................................. 22

5.2. Registering the phone installation address .................................................... 22

5.3. Assigning a short code for the phone ........................................................... 23

5.4. Allocating the phone to a user ..................................................................... 23


5.5. Change the presented number .................................................................... 24

5.6. Show the originally called number ............................................................... 24

5.7. Call Recording settings ............................................................................... 24

5.8. Time-based Routing ................................................................................... 25

6. SETTING UP CALL GROUPS ................................................. 26

6.1. Adding Groups .......................................................................................... 26

6.2. Allocating Phones to a Group ...................................................................... 27

7. MUSIC ON HOLD (MOH) ...................................................... 27

7.1. Uploading your own custom tracks .............................................................. 27

7.2. Selecting tracks to play from the track list .................................................... 30

8. AUTO ATTENDANT ............................................................... 31

9. TIME-BASED ROUTING ........................................................ 32

9.1. Concepts .................................................................................................. 32

9.2. Setting up the opening hours of the Business ................................................ 33

9.3. Enabling the Phone for Time-based Routing .................................................. 35

9.4. Using the Call Management Planner ............................................................. 36

9.5. User Configuration of Call Management ........................................................ 38

9.6. Temporarily overriding the scheduled routing................................................ 39

9.7. Effect of Network Failover on scheduled routing ............................................ 39

10. TIME-BASED VOICE MAIL GREETINGS ................................ 41

10.1. Creating a library of Voice mail greetings ..................................................... 41

10.2. Associating Voice mail greetings with triggers ............................................... 45

10.3. Notes about the use of Voice mail greetings.................................................. 46

11. MANAGING COMPANY CALLS .............................................. 47

11.1. Calls Summary .......................................................................................... 47

11.2. Calls History ............................................................................................. 47

11.3. Recorded Calls History ............................................................................... 48

12. MANAGING THE COMPANY ADDRESS BOOK ........................ 50

12.1. Editing Entries .......................................................................................... 51

12.2. Adding Entries .......................................................................................... 51

12.3. Importing Entries ...................................................................................... 51

12.4. Delete Entries ........................................................................................... 52

12.5. Exporting Contacts .................................................................................... 52


13. CUSTOMER EVENT DIARY .................................................... 53

13.1. Editing Event Types ................................................................................... 53

13.2. Adding Event Types ................................................................................... 54

13.3. Deleting Active Event Types ........................................................................ 54

13.4. Collecting customer memorable dates .......................................................... 54

13.5. Removing a memorable date ...................................................................... 55

13.6. E-mail delivery of reminders ....................................................................... 55

14. REPORTING AND STATISTICS ............................................. 56

14.1. Selecting a report ...................................................................................... 56

14.2. Notes on reporting operation ...................................................................... 57

15. LINE MONITORING ............................................................. 58

15.1. Supported equipment ................................................................................ 58

15.2. Configuring a phone to monitor lines or speed dial ........................................ 58

15.3. Printing Attendant Console label templates ................................................... 60


1. Introduction

1.1. Purpose of this document This manual is designed to be used in conjunction with the telephone portal website (www.telephony-cloud.com) and provides you with all the information

you need to use your phone and the many features of the phone service.

1.2. Related applications and documents The Setup and User Guide provides guidance for the ordinary user on the

facilities and features of the phone system. It should be used in conjunction with this manual. This can be downloaded from the Support Menu on the portal

website

Time-based Routing (TBR) is a feature that allows Administrators to configure the call management policy of individual phones around the opening hours of their business (sometimes this is known as ‘feature scheduling’). This means

that calls can be routed a certain way during office hours, and a different way out of hours.

It is available on both Gold and Silver subscriptions and is capable of working alongside existing facilities where available - such as Auto Attendant, Voice mail

and Call Forwarding / Divert.

We offer two products with varying functionality; these are Silver and Gold. The Gold product has the additional features of Call Recording and Auto Attendant otherwise both products offer the same comprehensive functionality.

For Gold product Administrators there is an additional User Guide for the Auto

Attendant and Call Recording Capabilities. This can be downloaded from the portal website via the Support Menu.

Phone Buddy is an application that you can use on your computer and provides a number of facilities to improve productivity. It also provides features for the

Administrator to handle Call recordings if the appropriate subscription has been purchased. Phone Buddy will only operate on Microsoft Windows based systems XP SP3 and above. The programme can be downloaded from the portal website

via the Support Menu. Its functionality is described in the Setup and User Guide

http://www.telephony-cloud.com/


1.3. Document Conventions

The associated portal website is made up of a number of pages accessed by means of menus and sub-menus and tabs. Each page may then be divided into

panels or boxes of information. This manual will use the convention of separating each level with a hyphen (–) and use italics for tabs or panel

headings, so for example, finding the place to set up a PIN for accessing your voice mail remotely is designated Account – Security – Change Service Pin.

There are a couple of features that occur on every page of the portal web site:

To obtain further information about any particular feature on a page,

hover over the adjacent help icon .

Every data entry page finishes with a button. Please remember to use

this whenever data is entered or amended or your changes will not be applied.

Clicking on the Help text at the top right of the screen next to your user name will open up a new web page where you should select the appropriate help link. It is organised by chapter heading or alternatively you can search alphabetically

for a topic using the Index function.

1.4. System Administration If you have more than one phone in your Company one user must be designated as the Administrator and will be responsible for setting up all other

users and any overriding features, such as call barring.

The Administrator will have extra sub menus under the Company menu and has several sub menus – Features, which covers the setting up of Music On

Hold, Call Groups, Auto Attendant and Line Monitoring. Scheduling which manages Time-Based Routing. Address Book, which lists all the people with phones belonging to this company account plus shared contacts. Customer

Event Diary, which manages date based information about specific shared contacts. Calls History, which allows you to search on all calls made, received

and missed over a selectable time period. Recorded Calls History, which allows you to search on calls recorded by specified phones over a selectable time period. Reports which generates basic reports covering certain aspects of

the calls made and taken across your company over a given time period. Finally, Maintenance that provides all the facilities for setting up and maintaining users

and their phones.

Note that Auto Attendant and Call Recording are only available to ‘Gold’

subscribers.

The following chapters take you through the process of setting up and administering your users.


2. Setting up the Administrator

2.1. Get your details Select; Company – Maintenance – User Maintenance

Select Logon ID from the drop down list, enter your details into the dialogue box as given in the Configuration Details sheet that came with your hardware, then click on the search icon . You will then see your basic details displayed

2.2. Edit your Details Next check that your own details are correct by clicking on the edit icon and

go through all the entries.

You can generate a new password by clicking on the icon, which will e-mail a new one to your designated e-mail address.

Once you have satisfied yourself that your details are correct, click to register your changes. You will get the following message to confirm the save

operation:

The user details were successfully updated.


2.3. Set your Call Barring The next step is to set any call barring criteria you wish to apply to your phone

by clicking on the icon.

You can set the barring criteria for all the phones under your account or just for particular ones.

Remember to click to register your changes. You will get the following message to confirm the save operation:

The barring settings were successfully updated for the chosen user.

2.4. Allocate your own phones Finally you need to edit which phones are associated with your account and which will be put into the pool of unallocated phones for subsequent association

with other users. First click on the icon then:


Select those numbers that are to be allocated to other users in the future by clicking on them and then select the icon to transfer them to the Unallocated

Phones list.

Should you make a mistake or change your mind you can move all of the selections or just individual ones back or forth by clicking on the appropriate icon.

If appropriate you should empty the Voice mailbox for any number you are

unallocating by checking the box above the lists.

Don’t forget to click to register your changes. You will get the following

message to confirm the save operation:

The phones have been reallocated to the chosen user.

2.5. Registering your installation address You must register the address of where your phone is located so that in the event of you making and a call to the emergency services they know where to find you. The default address is the one to which your reseller delivered the

phone, but it may have been moved since then. This is done via Account – Summary – Phones Summary. See the Setup and User Guide chapter 2.1

Getting Started for details.


3. Setting up New Users

Once you have confirmed your own details as a Company Administrator, you

need to set up other users with their own phone number, personal details and website login. This ensures that they can set their own call forwarding and voice mail notification criteria and that they only have access to their own address

book, Voice mail and call history. It is also vital if you wish them to make use of features such as “Click-2-Dial”, Phone Buddy etc.

You can set new users up on the system either one at a time or in bulk. Both approaches are described in the following sections.

3.1. Add New User Select; Company – Maintenance - User maintenance

You can use this facility to create an individual account for each user, one at a

time. Click on the Add a new user icon to take you into the “Set Up New User” wizard.

Click on to start the new user creation process.


Enter the name and address of the new user together with any reference and notes you wish to add.

You should also provide a preferred user name that this user will use when

logging into the website.

The Login ID should be between 6 and 32 characters long and may contain letters, numbers and certain special characters.

The icon provides information about each of the entries in this wizard, just hover over them to activate.

Provide contact information for the user in terms of a landline phone number and mobile number at which the user can be contacted. The mobile number will

be used to notify the user of any voice mail they may receive if they choose to subsequently enable that option. Similarly the e-mail address will be used to notify the user of any Voice mail if that option is chosen.

Additionally, if you wish to have a spare phone number (i.e. one not currently

allocated to another user) associated with this new user choose one from the list of unallocated numbers.

Finally check all the details for this user. If any of the details are incorrect click

on and go back to the appropriate input screen to correct them.

Finally click on to confirm the user details. If you have other user details to

enter then click on the icon on the final page otherwise exit the menu

option.


At this point an e-mail will be sent to both you (as the Company Administrator)

and the user confirming the details and next steps they should take to access the web portal.

3.2. Importing Users Select; Company – Maintenance - User maintenance

Instead of adding users interactively using a wizard, you can upload multiple user definitions in a single comma separated text (CSV) file and have the system create them in one pass.

Click on the “Import new users” icon to take you to the panel for file upload.

Click the “Choose File” button. Then simply browse for the CSV file name or

enter it directly into the dialogue box and click the icon.

At this point an e-mail will be sent to both you (as the Company Administrator) and each user confirming the details and next steps they should take to access

the web portal.

[email protected]

KT89YR636

[email protected]

KT89YR636


File format for CSV file for upload

The file must be formatted in a very specific way to be accepted by the system. A common aspect of the format is that all data is wrapped with double quotes

(e.g. “xxxx”) in order to allow the parser to correctly identify each piece of data.

The file structure attempts to cater for a minimum amount of mandatory information, while allowing more information to be provided if you have it to hand.

The first line of the file must be a header line which describes the columns in the

data that follow. It must look similar too:

"First Name","Last Name","LogonID","Associated CLI","E-mail Address","Mobile

Phone","Home Phone","Your Ref","Title","Middle Initial"

The following table summarises the information expected for each column when constructing data:

Column name Mandatory Size Comments

"First Name" Y 50 Can’t be blank

"Last Name" Y 50 Can’t be blank

"LogonID" Y 6 - 32 Candidate only – batch rejected if logon already exists in the system

"E-mail Address" Y 83 Must be a valid format

"Associated CLI" N - Must be an unallocated number owned

by your company

"Mobile Phone" N 20

"Home Phone" N 20

"Your Ref" N 50

"Title" N 4 MR,MRS,MISS,MS,DR

"Middle Initial" N 1 Only 1st character will be used

So for example a minimal file (mandatory fields only, no mobiles etc.) might look like:

"First Name","Last Name","LogonID","E-mail Address"

“Bill”,”Jones”,”bjones”,”[email protected]”

“Steve”,”Myers”,”smyers”,”[email protected]”

etc.

WARNING: Do not edit the file in a program such as Excel before trying to

upload it since, upon saving in Excel, all formatting such as double-quotes is

mailto:[email protected]

mailto:[email protected]


lost. Use a simple editor such as NOTEPAD.EXE to build the file or some other method to preserve the double-quotes.

3.3. Allocating User phone number Select; Company - Maintenance – User Maintenance

Search for the user you have created by any convenient method from the drop

down list. Once they have been found and displayed click on the icon to edit

the phones associated with this user.

Select the phone number(s) you wish to allocate to this user and then click on

the icon to transfer them to the ‘phones owned by this user’ box.

Then click to register the reallocation. You will get the following message to

confirm the save operation:

The phones have been reallocated to the chosen user.

3.4. Set user Call Barring Select; Company - Maintenance – User Maintenance


down list. Once they have been found and displayed, click on the icon to edit

the call barring associated with this user.

First select the phone number belonging to the user which you wish to apply call

barring to or leave it as ‘All phones’, next click on the appropriate boxes to enable any call barring.


Finally, click to register the changes. You will get a message to confirm the

save operation.

3.5. Managing a users phones Select; Company - Maintenance – User Maintenance


down list. Once they have been found and displayed, click on the icon to check on the Features Enabled for this user and to edit any associated Actions.

The Feature Enabled part of this table, details which features are available and which have been enabled. Move your mouse over the ‘Call based’ or ‘Other’ icon

to see these details. They are described as follows:

Call based features: shows the main call based features you have enabled in

their order of effectiveness. Higher priority features take precedence over lower ones. e.g. Forward all calls to voice mail if enabled will supercede Call Divert

even if it is also enabled.

The general order of precedence of features is:

Network Failover

Forward all calls to voice mail

Divert all calls unconditionally

Call Divert if not answered or busy

Forward calls to other numbers (Follow me)

Forward calls to voice mail if not answered or busy

Other Features: shows the other features which are available to you and which have been enabled by you or by default.

The Actions part of the table indicates actions the user can take to modify the behaviour of their phone and the features that you can switch on or off for

them.


3.6. Registering user’s installation address If the address the users phone is to be installed is different from your own then

you should ensure that the actual installation address is registered so that in the event of a call to the emergency services they know where to find the caller.

Click on the icon under the Actions column. This will bring up a form that has

the default company details that should be amended as appropriate for this particular phone user. Alternatively the user can do this themselves via

Account – Summary – Phones Summary. See the Setup and User Guide chapter 2.1 Getting Started for details.

3.7. Change number presented

Click on the icon under the Actions column. This allows you to change the

number a caller will see when making an external call or forwarding calls to external numbers.

Alternatively, when forwarding or diverting calls you can choose whether to present the original calling number or your own.


save operation.

3.8. Show Called Number

Click on the icon under the Actions column. This allows you to not only see the number that originally called before it was forwarded, but also to see the

name and/or number that was called. This can be useful in a sales or customer service environment.


save operation.


3.9. Call Recording Settings This feature is only available to ‘Gold’ Subscribers. The features and facilities of

Call Recording are fully described in a separate manual that can be downloaded from Support – Downloads - Documents

Click on the icon under the Actions column. This allows you to configure the

way in which recording of calls works for a given phone number when making and receiving calls.

Here you can turn on the recording feature and specify whether only external

calls or both external and internal calls should be recorded. You can also specify what percentage of calls is recorded.


save operation.

3.10. Time-based Routing This feature is available to all ‘Silver’ and ‘Gold’ subscribers and allows phones to be configured to behave differently at specified times of the day. See chapter

9 for full details of how to set up the Business Hours schedule and Call Management configuration.

To switch Time-based Routing (TBR) on or off click on the icon under the action column.

3.11. Phones vs Users The Administrator can view Features and amend Actions for particular ‘phones’

as distinct from ‘users’ via Company – Maintenance - Phones Maintenance. See chapter 5.


4. Managing Users

Select; Company – Maintenance – User Maintenance

The Administrator has a variety of tools at their disposal to manage access rights of users (e.g. barring), as well as their call management policies. This latter ability can be particularly useful if, for example, a user is away for an

extended period of time and calls to their phone need to be redirected to voice mail or another phone.

4.1. Maintaining User Details First use the search facility to choose the user you wish to maintain. Having

selected them and got their name displayed you may carry out the following activities by clicking on the appropriate icon:

Edit the details for this user. This page enables you to:

Change or add new contact phone numbers and e-mail addresses

Change the users Logon ID

Generate a new password for them by clicking on the icon. This is e-mailed to the user at the e-mail address provided.

Delete this user and reallocate their phone numbers to the pool.

On selecting this option you will be asked to confirm your intention. You

will then get the following message:

The user has been deleted, and their phones returned to the

unallocated pool.

Reset the call barring control for this user. This permits you to bar the

user from:

Accessing the web site

And then for selected phones bar the user from:

Making or receiving any calls at all

Receiving any calls

Making any calls (Internal or External)

Making any calls (External only)

Making outgoing International calls

Making outgoing Premium Rate calls

Making outgoing Mobile phone calls


Making outgoing 118 or 0844 or 0871 calls

Edit the phones associated with this user. This panel gives summary

information about the phones owned by the selected user and any unallocated phones on your account. You can allocate more phones to this

user, or return phones to the unallocated pool to be reused.

You may also delete the voice mail of any number you are moving to the unallocated pool for reuse.

This panel gives summary information about the phone, the Features

Enabled and allows Actions to be performed as detailed in Setting up a

New User. An icon indicates the phone is part of a group. Hovering

over the icon will show which group it belongs to.

Mail the web password to a user who may have forgotten it. This will be

sent to the e-mail address currently selected in the user’s details.

4.2. Impersonating a user This is a useful facility if you wish, as Administrator, to access a user’s other settings, Voice mail and call history.

First use the search facility to choose the user you wish to impersonate. Having

selected them and got their name displayed you should click on the icon

which will immediately log you on to a new session as this user. You will notice on the top right of the web page that your name has been replaced with the name of the user followed by (Impersonated).

While impersonating this user you may examine and reset any of their settings.

You may also access the Voice mail, Faxes and Call History of the impersonated user.

Once you have finished impersonating a user simply click the logout word on the top right of the web page and you will be returned to your own account.

4.3. Exporting Users You can export a list of users and their attributes in 3 different formats either as

a comma-separated-values (CSV) file by clicking on the icon, useful if you

want to export them to a Microsoft Excel spreadsheet, or as and XML or PDF

file


5. Maintaining Phones

Select; Company - Maintenance– Phone Maintenance

This option has similar functionality to User Maintenance but is geared toward controlling specific phones rather than users, which Administrators may find more straightforward and useful.

5.1. Phone status Here the administrator can check on the features applied to specific phones and carry out actions appropriate to the phones usage. Specifically:

The Features part of this table indicates which features are available and which

have been enabled. Move your mouse over the ‘Call based’ or ‘Other’ icon to see these details. They are described as follows:

Call based features: shows the main call based features you have enabled in their order of effectiveness. Higher priority features take precedence over lower

ones. e.g. Forward all calls to Voice mail if enabled will supersede Call Divert even if it is also enabled.

The general order of precedence of features is:

Network Failover

Forward all calls to voice mail

Divert all calls unconditionally

Call Divert if not answered or busy

Forward calls to other numbers (Follow me)

Forward calls to voice mail if not answered or busy

Other Features: shows the other features which are available to you and which

have been enabled by you or by default.

The Actions part of the table indicates actions the user can take to modify the

behaviour of their phone.

5.2. Registering the phone installation address If the address that the users real phone (i.e. not a virtual number, conference number etc) to be installed is different from your own then you should ensure


that the actual installation address is registered so that in the event of a call to the emergency services they know where to find the caller.

Click on the icon under the Actions column. This will bring up a form that has

the default company details that should be amended as appropriate for this particular phone user. Alternatively the user can do this for themselves via

Account – Summary – Phones Summary. See chapter 2.1 Getting Started for details.

5.3. Assigning a short code for the phone You can provide a short code, sometimes called an extension number, to represent each DDI phone number in order to make it easier for colleagues to

call numbers. This is an alternative method to using the Internal Directory of the Company Address Book to define company level short codes.

Click on the icon under the Actions column to show the panel.

Press to save the short code. The system checks that the short code is valid and not already in use within the company before saving.

5.4. Allocating the phone to a user Allocate the phone to another user or return it to the unallocated pool. You may

also delete the voice mail of any number you are moving to the unallocated pool for reuse.

Click on the icon under the Actions column to show the following panel:

Press to save the allocation.


5.5. Change the presented number Click on the icon under the Actions column. This allows you to change the

number a caller will see when making an external call or forwarding calls to external numbers.

Alternatively, when forwarding or diverting calls you can choose whether to

present the original calling number or your own.

5.6. Show the originally called number

Click on the icon under the Actions column. This allows you to not only see

the number that originally called before it was forwarded, but also to see the name and/or number that was called. This can be useful in a sales or customer service environment.

5.7. Call Recording settings This feature is only available to ‘Gold’ Subscribers. The features and facilities of Call Recording are fully described in a separate manual that can be downloaded from Support – Downloads - Documents

Click on the icon under the Actions column. This allows you to configure the

way in which recording of calls works for a given phone number when making and receiving calls.


Here you can turn on the recording feature and specify whether only external calls or both external and internal calls should be recorded. You can also specify

what percentage of calls is recorded.

5.8. Time-based Routing This feature is available to all ‘Silver’ and ‘Gold’ subscribers and allows phones to be configured to behave differently at specified times of the day. See chapter

9 for full details of how to set up the Business Hours schedule and Call Management configuration.

To switch Time-based Routing (TBR) on or off click on the icon under the action column.


6. Setting up Call Groups

Select; Company – Features – Call Groups

This facility allows you to administer your company Call Groups. Call Groups can be used to create either a group of users that can pick up each others calls (Call

Pickup) or a group of users that will have calls to a specific number distributed between them (Call Forwarding). Up to 50 Call Groups can be specified.

6.1. Adding Groups Click the icon to add a new group, give it a name and declare whether it is a

Call Pickup group or a Call Forwarding Group.

If you create a Call Forwarding Group you must also remember to include it in

your Call Forwarding chosen phones list in Account – Features – Call Forwarding. All phones in a Call Forwarding group will be rung together

simultaneously.


6.2. Allocating Phones to a Group Click the icon to bring up the panel that allows particular phones from your

account to be added or removed from a group.

Select the phone number(s) you wish to allocate to this user and then click on the icon to transfer them to the ‘phones in this call group’ box. Use the and

icons to change the order of phones in the group. Then click to register the reallocation. You will get a message to confirm the save operation.

7. Music On Hold (MOH)

This feature allows you to provide a Music-On-Hold capability for one or more of your company phones. Several default tracks covering various genres are

provided “out of the box” for you to use and, in addition, you also have the ability to upload your own music / information tracks to use in place of the defaults.

7.1. Uploading your own custom tracks Select; Company – Features – Music On Hold – Tracks

The Track Manager allows you to create a library of your own MOH tracks by uploading audio files.


Adding tracks

Click the icon to add a new MOH track. This will result in the display of the

following data entry form:

Enter a name for your track and a brief description for future reference.

This will create a track entry with a status of ‘Not Provided”’. The next step is to upload the actual audio track.

Uploading tracks An existing track may be uploaded and associated with the track name we just created. The file to be uploaded must be a WAV file which has been recorded at a sample rate of 8KHz, with a sample size of 16bit and in mono - for a bit rate

of 128kbps. There are several programs available that can convert files to this common format. To help confirm the file has been correctly recorded, right-

click on the WAV file in Windows, and (depending on version) and choose ‘Properties’, and then the ‘Details’ tab. The bit rate should be shown:


NOTE: Files not in the correct format will be rejected by the portal.

Click the icon to upload an existing track. It is important that this track is in

the correct format.

Two buttons are now displayed. Click the ‘Add file’ button and you are presented with a standard file selection window. Select your audio file and close the window.

If you have selected the wrong file you can choose a different file by clicking

or continue on to upload the file by selecting .

Following an uploading progress window you will see the status change to

“Validating”

It can now take up to 5 minutes to validate and distribute the file around the

system.

You can check the status by clicking the refresh button . Once the file has been successfully processed the status will change to “Valid”

If the status changes to “Invalid” there was a problem with the track, which

must be corrected before the file is uploaded again. This is almost always a format problem so check that it is in the correct format as detailed above.


The other Action icons available are:

Download tracks

Click the icon to download an existing track. You will be presented with the standard file download panel in your browser.

Edit track name

Click the icon to change the track name.

Delete tracks

Click the icon to delete an existing track. You will be presented a standard message box to confirm the deletion.

7.2. Selecting tracks to play from the track list Select; Company – Features – Music On Hold - Phones

The panel shows a composite of the default MOH tracks and your custom MOH tracks. As can be seen, any custom tracks you upload will replace the default

track starting from the first track and working downwards.

You may now select a track for any / all of your company phones.

Simply choose a phone number, or ‘All Company Phones’, select a music title or choose to play them all one after the other or in a random order. So for example, if you uploaded 5 tracks, 1 for each of your branches (that themselves


have a single “public facing” phone number), you would want to choose each public-facing phone number in turn and associate the appropriate custom track

for each.

You can remove Music On Hold for a specific phone by selecting the phone number and unchecking the check box.

You can preview the tracks by dialling service codes starting from 8051 from your phone. Hovering over a particular track title will bring up the particular

number to call.

Then click to register the reallocation. You will get the following message to

confirm the save operation:

The Music On Hold selection was successfully updated.

8. Auto Attendant

Auto Attendant is an advanced facility for Administrators only available to ‘Gold’

Subscribers that can front end incoming calls to all or selected phones.

The features of Auto Attendant are fully described in a separate Gold subscribers manual that can be downloaded from Support – Downloads - Documents.


9. Time-based Routing

Time-based Routing (hereafter referred to as “TBR”) is a feature that allows Administrators to configure the call management policy of individual phones around the opening hours of their business (sometimes this is known as “feature

scheduling”). This means that calls can be routed a certain way during office hours, and a different way out of hours.

It is available on both Gold and Silver subscriptions and is capable of working alongside existing facilities where available - such as Auto Attendant, Voice mail

and call forwarding / divert.

It isn’t envisaged that all phones will use TBR but mainly key incoming call receivers from which calls are distributed using Call Forwarding or Auto

Attendant.

9.1. Concepts Before proceeding with the discrete functionality, it is worth defining a few

terms that will crop up several times later in this section.

Business Operating Hours To be able to define routing rules against your phone for different times of the day, you will first need to define the hours of operation for your business. This

could include one or more of the following “primitives” (we call these routing periods):

office opening and closing times

lunch times

after hours

public holidays

The system allows you to build an accurate (and reasonably sophisticated if

needs be) schedule of your business week from these routing periods. Some

example business scenarios include:

A dentists, open on weekdays only, closed for lunch each day

A doctors surgery, open on weekdays only, requiring out-of-hours designated GP support via a call divert – to a different GP each night and over the weekend

A bookmaker, open weekdays 9am – 5:30pm, and 9-12 on Saturdays


Call Management Planner

To help in the call management configuration for each phone against the various

routing periods, the Planner provides a snapshot view of the phones belonging to a company, indicating which are set up for TBR, how they are configured and

what tasks still need to be completed. This view is extremely useful as it summarises the state of all phones with respect to configured features (and can be used even if you don’t plan to use the time-based facets of the system).

Time-based Voice mail greetings

A companion requirement of time-based call management is the ability to define and play different Voice mail greetings depending on the time of day that

incoming calls reach your Voice mail. See the section on “Time-based Voice mail greetings” for more details.

Pulling it all together The following is a typical list of tasks when configuring TBR:

1. Set up the Business Hours for your company 2. Enable the phone(s) for TBR

3. Configure the time-based call management options for the phone(s) – the Call Management Planner

We shall now cover these tasks in more detail.

9.2. Setting up the opening hours of the Business Select; Company – Scheduling – Business Hours

As an Administrator you can set up the operating hours of your business using this panel that initially looks like the one shown below.


Use the icon to define the opening and closing time for Monday.

If you close for lunch, define a lunch hour and if you want to do something

specific after hours, make sure you tick the box. Note: After hours on any particular day lasts from end of Office Hours on that

day to start of Office Hours of the next working day.

Then click to update the details for Monday. You will get the following message to confirm the save operation:

The business hours settings were successfully updated.

At this point, the grid will look similar to this:

You can either re-edit Monday using the icon, or reset it using the icon. Once you have defined Monday, you can configure Tuesday to Sunday using the

same approach. For businesses with the same opening hours Monday – Friday,

use the icon as a short-cut to copy the settings from Monday to all week days.

Use ‘Holiday Hours’ to represent bank holidays and other periods your Company closes over e.g. Christmas and New year. To define future-dated holiday

periods, click on the icon to the right of ‘Holiday Hours’. You can define the

start and end of the holiday. For example, for a bank holiday Monday you can define the start and end of the holiday to be the normal start and end of a weekday business day. Alternatively, if your business is closed for 2 weeks over

Christmas, that holiday period can be defined here too.


Then click to update the details for the holiday period. You will get the following message to confirm the save operation:

The holiday hours settings were successfully updated.

9.3. Enabling the Phone for Time-based Routing Select; Company – Maintenance – Phone Maintenance

As an Administrator you can use the search facility to locate the phone you wish to turn TBR on for. The Actions for the located phone include an icon that allows the TBR to be turned on.

Click on the icon to turn on the feature. You will get the following message to confirm the save operation:

The Time-based routing settings have been updated for this phone.

Once this is done, there are several ways to confirm that the phone is enabled for scheduled routing:

For the owner of the phone, “Quick View of my phones” shows the icon

next to the Highest Ranked Feature

The “Features Enabled” section of phone information on any of the relevant

panels shows a tooltip that includes “Time-based Routing”

The Call Management Planner (described below) shows the icon

NOTE: If you need to turn time-based routing off for a phone, use the same

mechanism. When hovering over the icon for a phone that has time-based routing enabled, the tooltip will now say “Turn off Time-based call routing for this phone”. You will be able to click on it to revert the phone to standard

“anytime” routing.


9.4. Using the Call Management Planner Select; Company – Scheduling – Call Management Planner

The Planner is a company-level consolidated view of the current phone feature

configuration – a large scale version of that in the “Quick view of my phones” on the Home Page. It can be viewed as the central point of reference for checking your call management settings. Its goal is to guide you through the complete

configuration of features for TBR-enabled phones across the business periods you have just defined in “Business Hours”.

Any phones enabled for TBR are shown with the icon next to the number.

The Highest Ranked Feature is shown against each routing period (as defined in “Business Hours”). Phones that are not enabled for TBR only have a single

associated period, and this period is always called “Any time”.

Where further configuration is needed for a TBR-enabled phone (e.g. features have not been defined for one or more routing periods) the portal will prompt


you by showing the icon next to the phone number. Hovering over the icon will present a tooltip showing you what needs to be done next. Once feature

configuration has been fully completed for the phone, the icon will disappear.

WARNING: It is very important to complete feature configuration for a phone enabled for TBR, otherwise unexpected routing of calls may occur.

You can reset the features for a specific period by clicking the icon against a business period. You will be asked to confirm the reset before the period is

reset.

NOTE: You cannot do this if the business period is currently active e.g. if you

are currently handling calls for ‘Monday Office Hours’ you cannot reset the features for that period.

Click the icon to generate a PDF which describes your current configuration in more detail. This is useful as a reference since all phone configuration information for the company is described in this document.

Configuring the features for each routing period

The setting up of features across routing periods is a complex undertaking. It is a good idea to have the basic structure written down so you can refer to it as

you perform the configuration. The setup for each phone revolves around an iterative process where you choose the feature you want, and the routing period you want the feature to operate within

The call management features that can be time-based include:

Forwarding calls to Voice mail

Divert calls to another phone

Forwarding calls to multiple phones or groups of phones

Auto Attendant

There are multiple ways to drive the feature setup process for one of these features:

You can navigate using the menu to the feature panel for the feature you

wish to set, choose a phone and a routing period or


Using the Call Management Planner, you can click on the hyperlink describing the feature and be taken directly to the feature panel for that phone /

routing period combination.

As an illustration, to set up forwarding of calls simultaneously to a number of phones for “Monday Office Hours”, you can take the following steps:

Navigate to the Call Forwarding feature screen

Select; Account – Features – Call Forwarding

Choose the phone. You will see that a phone enabled for TBR will have extra

fields on-screen that allow you to select a “period”

Choose the relevant routing period from the list. There are helper entries such as “Weekday Office Hours” that allow you to set up the feature for several routing periods at once (note although that to subsequently view the

actual feature information you should use the actual day of the week entry e.g. “Tuesday Office Hours”, rather than “Weekday Office Hours”)

Continue to configure the options of the feature (e.g. “Chosen Phones”,

“Seconds to wait for an answer” etc.)

Then click to update the details for Monday. You will get the following

message to confirm the save operation:

The Call Forwarding settings were successfully updated for this period.

Press the icon to return the Call Management Planner, where the period should now show as configured for the relevant phone.

9.5. User Configuration of Call Management While it is the sole responsibility of the System Administrator to set up the

Business Hours schedule they only have primary responsibility to set up the Call


Management structure for each TBR phone, as the ordinary user with a TBR phone can also modify the way their phone responds in the various time

periods.

Specifically the user can define their own Voice mail forwarding scenarios and record their own greetings. Similarly they can set up Call Forwarding and Call Divert regimes to suit their individual needs.

While it is unlikely that such action would upset the company wide strategy the

System Administrator has set up, it would be wise to check the Call Management Planner from time to time to confirm the routing is configured as expected.

9.6. Temporarily overriding the scheduled routing The user of a phone set up for time-based routing can temporarily override

scheduled call management configuration in the following ways:

From the web portal:

By setting Voice mail messaging to ‘Forward all calls to Voice mail’

By setting ‘Divert all calls to another phone’

From the phone soft buttons on a CISCO 5xx series service phone:

By pressing the soft button ‘Do Not Disturb’ (DND) on the phone

By pressing the soft button to ‘Divert all calls’ (CFWD) on the phone

From use of service codes on any service phone:

By dialling service codes 1400, 1401 for ‘Forward all calls to Voice mail’

By dialling service codes 1412, 1413 for ‘Divert all calls to another phone’

In all cases the phone will carry out the requested action but only until the start

of the next time period, at which point it will revert to the configured strategy for the phone in the new period.

9.7. Effect of Network Failover on scheduled routing Network failover temporarily diverts phones at a site to PSTN phones in situations where the site has lost internet connectivity.

Network failover overrides any scheduled feature settings in place for the duration that the failover is switched on.

At the point the failover is no longer required and turned off, the call management configuration appropriate to the current time period will be

restored for the phone.


This means that failover could be applied during office hours and, on removal after hours, the ‘After hours’ configuration will be applied to participating

phones.


10. Time-based Voice mail greetings

Time-based Voice mail greetings (hereafter called “TBG”) is a companion facility

to Time-based Routing. Where the routing for certain routing periods is configured to end up in Voice mail, you can ensure different messages are played depending on the time of day. For example, you may want to have

callers hear your standard voice mail greeting message indicating you are away from your desk when you are busy during the working day, but at lunch time

you may want them to hear a different message indicating you are closed for lunch.

This facility helps you achieve this by supporting the following tasks:

Creating a library of Voice mail Greetings

Associating Voice mail greetings with triggers

10.1. Creating a library of Voice mail greetings Select; Account – Features – Messages – Voice mail (Greetings tab)

This panel allows you to either upload pre-recorded audio files or record them

from your phone. These can then be used when setting up the main voice mail feature.


Adding recordings

Click the icon to add a new greeting recording. This will be followed by the

following data entry form:

Enter a name for your recording and a brief description for future reference.

This will create a recording entry with a status of ‘Not Provided”’. The next step is to upload or record the actual greeting announcement.

Uploading recordings

Click the icon to upload an existing recording. It is important that this

recording is in the correct format.

The file must be a WAV file which is recorded as 8K, 16bit mono. There are several programs available that can convert files to this common format.

Two buttons are now displayed. Click the ‘Add file’ button and you are presented with a standard file selection window. Select your audio file and close the window.

If you have selected the wrong file you can choose a different file by clicking

or continue on to upload the file by selecting .


Following an uploading progress window you will see the status change to

“Validating”

It can now take up to 5 minutes to validate and distribute the file around the system.

You can check the status by clicking the refresh button . Once the file has

been successfully processed the status will change to “Valid”.

If the status changes to “Invalid” there was a problem with the recording, which must be corrected before the file is uploaded again. This is almost always a format problem so check that it is in the correct format as detailed above.

Recording greetings via a company Phone

Click the icon to record via your default phone. You will be presented with the normal “click to dial” confirmation window.

Click and your default phone will ring. When answered, you will be asked

to press any key (on the phone) to continue. At this point you must wait for the beep before starting and terminate the recording by pressing #.

After completing your recording you will be presented with 3 options

Press 1 to accept the recording

Press 2 to listen to the recording Press 3 to re-record the recording


You must accept the recording before hanging up or you recording will be lost.

Once recorded the panel shows the status as Valid and the Source as “Recorded”.

The other Action icons available are:

Download recording

Click the icon to download an existing recording. You will be presented with the standard file download panel in your browser.

Edit recording name

Click the icon to change the recording name.

Delete recording

Click the icon to delete an existing recording. You will be presented a standard message box to confirm the deletion.


10.2. Associating Voice mail greetings with triggers Select; Account – Features – Messages – Voice mail (Forwarding tab)

This panel allows you to make use of a greeting you have previously recorded

when configuring the Voice mail feature settings for a routing period.

The “‘Not answered’ greeting” and “‘Busy’ greeting” fields allow you to choose from a list of valid recordings. For each type of greeting, if you leave the field

set to “<No recording>”, a standard greeting will be played when your callers are connected to Voice mail.

Then click to update the details. You will get the following message to confirm the save operation:

The Voice mail forwarding settings were successfully updated for the period.


10.3. Notes about the use of Voice mail greetings

Use of greetings with shared Voice mail boxes

TBG must be applied to the phone number associated with the “target mailbox”. The vast majority of time this will the same number as the routing applies to.

However, where “shared Voice mail boxes” are employed to centralise messages left for a company, the greetings must be set up on the number representing

the shared mailbox itself. So, for example, in the following scenario where two public facing numbers are

configured to route calls to a single shared mailbox number, you should:

Define time-based routing for each of the public facing phone numbers, targeting any voice mail at the shared mailbox number

Define time-based greetings against the shared mailbox number only

This would require you to switch time-based features on for all three numbers. Taking this approach allows you to centralise your greetings against a single

phone which simplifies the initial configuration and any subsequent changes you may need to make.

Use of greetings in “implicit” Voice mail scenarios

For features like “Forward calls to VM when not answered” there is an explicit

and obvious mapping to the “Not answered” greeting; similarly with “Busy”. These are known as explicit because they are defined by the user as part of the

feature configuration.

However, some features such as Call forwarding make an implicit use of Voice mail in the event that an incoming call is not connected to a user. It is important to know that all these implicit situations result in the “Not answered” greeting

being used.

Taking this approach reduces the number of types of Voice mail greetings that might otherwise be required to cover off all call scenarios where Voice mail would ultimately kick in.


11. Managing Company Calls

11.1. Calls Summary Select; Home

This panel allows you to see how much time each of your company phones has spent on either making or answering calls over a given, selectable time period.

When viewing made call summaries, the type of call being made is shown e.g. calls to colleagues (internal) vs calls to mobile numbers.

When viewing received calls, the types are internal or external.

In either case the total time spent making or answering calls is shown per user

as well as the number of calls this total time represents.

You can export this data as a PDF format file.

11.2. Calls History Select; Company – Calls History

This facility enables you to examine calls made, received and/or missed by all your phones between particular dates.

Select what type of calls you want to list from the drop down menu, the start and end dates of your search and then click on the icon.

The resulting table gives the time and date of each call together with which

phone made the call and which phone received it.

The ‘From’ and ‘To’ columns give the numbers which were called or received, or

their name if the number is in either the personal or company address book.


The number will be blank if the caller withheld the number or for some international calls.

‘Location’ gives you information about the location of the caller where possible.

‘Duration’ records the length of the call

‘Detail’ shows an icon to explain how the call was terminated:

Call was successfully completed

Caller hung up before call was connected

Call was not connected

Call was rejected

Call was forwarded to your voice mail

Call was recorded

Call was made to a conference number

If you have more calls than will display on a single page, you can pull up

additional pages from the bottom right of the call list.

You can export the results of the search in 3 different formats either as a

comma-separated-values (CSV) file by clicking on the icon, useful if you want

to export them to a Microsoft Excel spreadsheet, or as and XML or PDF file.

11.3. Recorded Calls History Select; Company – Recorded Calls History

This feature is only available to ‘Gold’ Subscribers. The features and facilities of Call Recording are fully described in a separate manual that can be downloaded from Support – Downloads - Documents

Recorded Calls - This facility allows the Administrator to view and play

recorded calls on their accounts between particular times and dates for all, or particular, calling or called phone numbers.


The Administrator can define the location of recordings he wishes to examine whether online or deleted.

Recorded Calls Storage – There is a monthly charge made for online storage

that is based on the maximum reached at any time in the month. This table shows the starting storage position for any month (Min Online Size) and the maximum reached (Max Online Size).


12. Managing the Company Address Book

Select; Company – Address Book

This Company address book can be seen by all users within the company, but only the Administrator can add to or edit the contents. A typical edit made is to assign a short code to a DDI number to make it easier to make internal calls.

The Company Address Book is comprised of two parts:

Internal Directory

Shared Contacts

The Internal Directory tab gives the details of all service users within your company. Typically these are your work colleagues.

The table can be ordered by Last Name or First Name. You may then select the

start letter of the relevant name and go straight to that part of the address book. If you have more contacts than will display on a single page, you can pull up additional pages from the bottom right the contact list.

The Shared Contacts tab provides details of contacts typically external to the

company and generally useful to all your colleagues. It is managed by the Administrator. A typical use is that by adding a business contact with their phone number to the Address Book, their name will be looked up and displayed

on-screen as an inbound call is subsequently received from them.


12.1. Editing Entries

First click on the check box of the contact you wish to edit and then click the

icon. The relevant data entry form will be displayed with all the information you

had attributed to the contact that you can now amend appropriately, such as adding a short code displayed in ().

12.2. Adding Entries Click the icon to add a new address. This will be followed by the following data entry form:

Add details as directed.

In order not to conflict with other system or user short codes it’s recommended that you start short codes with 3.

Making a contact as ‘blocked’ will cause their calls placed to your company

phones to be rejected

12.3. Importing Entries Alternatively you can import contact data in bulk from a Microsoft Outlook

comma-separated-values file by clicking on the icon. Simply browse for the

CSV file name or enter it directly into the dialogue box and click the icon.


You should be aware that the Outlook contact data is free format in nature and so may not always be interpreted correctly when importing. It’s suggested that

you check the relevant data for completeness before getting Outlook to export to a CSV file and check it again once the import is completed.

File formats for CSV file Several upload formats are supported by the CSV upload process:

Upload from Microsoft Outlook

Upload from proprietary format

A common aspect of the format is that all data is wrapped with double quotes (e.g. “xxxx”) in order to allow the parser to correctly identify each piece of data.

For example the exporting data from Outlook 2010 by navigating to “File” -> “Advanced” -> “Options” -> “Export” -> “Export to a file” -> “Comma Separated

Values (DOS)” should yield a file which has a single header row (with many column names in it) followed by multiple data rows. The start of the header row

must look like this for the CSV to be subsequently accepted by the :

"Title","First Name","Middle Name","Last Name","Suffix","Company", … etc.

WARNING: Do not edit the file in a program such as Excel before trying to upload it since, upon saving in Excel, all formatting such as double-quotes is

lost. Use a simple editor such as NOTEPAD.EXE if you need to edit – or better still make the changes in Outlook before exporting to the file.

12.4. Delete Entries You can delete individual contacts by first clicking on their check box(es) and

then clicking the icon. You can remove all address book entries by clicking on

the icon. In each case you will be asked to confirm your request.

12.5. Exporting Contacts You can export your address book in 3 different formats either as a comma-

separated-values (CSV) file by clicking on the icon, useful if you want to

export them to a Microsoft Excel spreadsheet, or as and XML or PDF file.


13. Customer Event Diary

Select; Company – Customer Event Diary

This Customer Event Diary is a basic reminder facility useful for those companies that wish to store and retrieve memorable dates across their

customer base; for example birthdays, MOT test dates etc. It is managed by the Administrator and used in conjunction with the Shared Contacts section of the

Company Address Book (described in the previous section).

The service comes preconfigured with several popular types of event, and the

Administrator can either edit these existing types, or add new ones more meaningful to the nature of their business. The predefined types are all marked

‘Disabled’ by default – to activate one for use within the Company Address Book, and you should edit and save the type.

In the example, a new event ‘Eye Test’ has been added to the list of events and the ‘Dental Appointment’ entry has been edited and saved. Both the events are now ‘Active’ and capable of being used in the Company Address Book.

There is no limit to the number of events types you can add here, but only the

first 10 active events will be selectable in the Company Address Book.

13.1. Editing Event Types

First click on the check box of the contact you wish to edit and then click the

icon. The relevant data entry form will be displayed showing the data associated

with the entry that you can now amend appropriately.

Once you have edited the details for the event, click to store the updated information. You will get the following message to confirm the save operation:


13.2. Adding Event Types Click the icon to add a new event. This will cause the following panel to

appear:

You can add a unique name for the diary event name, and set the frequency of the event. You can also decide how far in advance of the event you would like to be sent the reminder notification by e-mail. For same-day notification, type 0.

Then click to store the updated information. You will get the following message to confirm the save operation:

13.3. Deleting Active Event Types You can delete or reset individual event types by clicking the icon in the list associated with the active event type you wish to delete. You will be asked to

confirm your request.

13.4. Collecting customer memorable dates Once the event types have been defined, you can begin capturing relevant dates

for the customers in the ‘Shared Contacts’ section of your Company Address Book, which will show up to 10 different event types.

Each time you need to store a specific date, return to the Company Address Book and edit a specific shared contact (as described in the section on Company Address Book), whereupon you will find that extra ‘Key dates’ fields have been

added to the edit panel:


The symbol against each event type indicates whether you have previously

set up a date for the customer. In the above example, no ‘Eye Test’ date has been set for the customer, whereas a ‘Dental appointment’ has been defined. If

a date has not been set, todays date is defaulted into the date field.

Set up the relevant date, and then click to save the shared contact entry. You will get the standard Address Book confirmation message to confirm the

save operation:

13.5. Removing a memorable date

If you have previously defined a particular date for this customer, the icon

will be shown next to it. Clicking this will mark the date for reset and the icon

will become a change-pending icon.

Note that the actual change will not take effect until the button is pressed – this allows you to mark several types of date for removal against a customer

before committing the changes.

13.6. E-mail delivery of reminders You will be sent a daily summary style e-mail notifying you of any reminders. This e-mail will detail a list of the impending events and for each, the customer

and associated details (e-mail, phone numbers etc.). It is critical that you maintain your correct e-mail address, or you will

not receive the reminder e-mails.


14. Reporting and Statistics

As an Administrator you are able to generate basic reports covering certain aspects of the calls made and taken across your company over a given time period. Examples of such reports include:

Summary of calls – answered, missed, directed to Voice mail

Call performance – how well inbound calls are being dealt with

Missed calls – a list of those calls missed (for potential follow-up)

Call volume – by hour over a given day, by day over a given week

Caller locations – UK geographic region of calls

These reports are focussed on external calls, so do not include data from calls made between service phones.

14.1. Selecting a report Select; Company – Reports

Reports are grouped into categories such as ‘Inbound calls’. Choose the category first, followed by the report you want. You are also able to choose the search parameters (From / To etc.), which will be specific to each type of report.

When the button is pressed, the report will be generated and any tables and

associated charts will be shown on-screen.

You can also export and download the report data into a comma-separated-values

CSV file, XML or a PDF file by clicking on the appropriate button ( , , ) in the

bottom left corner of the grid.


14.2. Notes on reporting operation

The Reporting engine uses data collected for each call such as caller, originally called number and answering number.

There are scenarios where some thought needs to be given to interpretation of

the report results. Here are the basic tenets:

the report results are based on 'external' calls only e.g., for inbound

reports, those where the calling phone does not belong to the same company as the called phone

answered calls are attributed to the owner of the phone that answered the call, regardless of whether they were directly called or called as part

of a hunt group

missed calls can only be attributed to the owner of the originally called number (as nobody answered the call, regardless of whether they were directly called or called as part of a hunt group)

presented (i.e. total) calls are those attributed to the owner of the

originally called number

What this means is that the accuracy of aspects such as "% Service Level" etc. are highly dependent on the type of call handling employed within a company.

For example, if Jo Bloggs inbound call workload is all made up of direct inbound calls to his DDI, his service levels can be accurately tracked. However, if Wendy

Bloggs only takes calls as part of a call group using call forwarding, her service levels will be less accurate as any missed calls (that the whole call group

missed) cannot be attributed directly to her.


15. Line Monitoring

With the right equipment, your service supports the ability to monitor the status

of other phones within your company. For example, it is possible to see when a colleague is on the phone, being rung by another party or free to take calls simply by looking at the busy lamp indicators on your phone handset or on a

separately purchased attendant console attached to your handset (if your hardware supports presence features – you should check this with your customer support team).

In your service this feature is called line monitoring.

15.1. Supported equipment The line monitoring feature is currently supported on the following equipment:

CISCO SPA 504G IP Phone (maximum of 2 lines spare for monitoring)

CISCO SPA 525G IP Phone (maximum of 3)

CISCO SPA 525G2 IP Phone (maximum of 3)

CISCO SPA 500S Auto Attendant Console (maximum of 32)

CISCO SPA 500DS Auto Attendant Console (maximum of 30)

The Auto Attendant Console can be attached to any of the above phones and can

be daisy chained (up to 2 units) together. This gives a maximum monitoring capability of 67 individual numbers (a 525 plus 2 x 500S).

15.2. Configuring a phone to monitor lines or speed dial Select; Company – Features – Line Monitoring

As an Administrator you can configure appropriate phones and / or attendant

consoles (sometimes known as side carts) within the company for line monitoring.

You can also configure external contact numbers for speed dial – you will not be able to monitor their call status, but will be able to ring them with a single button

press.

To begin setting the feature up, first choose a phone number associated with the physical handset on which you wish to display the status of another phone number:

Selecting a number will result in a list of physical handsets / associated attendant

consoles being shown (we call these devices from now on).


Now choose the appropriate device to configure:

Using any spare lights on the device you selected above, you are now able to

choose which:

colleagues service phone numbers that you want to monitor

external phone numbers that you wish to set as speed dial numbers

The system will determine how many phone numbers you can add to the ‘Chosen Phones’ list for each device, and inform you if you try to add too many.

Select the phone number(s) you wish to allocate to spare lines from the

‘Company Phones’ box and then click on the icon to transfer each of them

in turn to the ‘Chosen Phones’ box. Use the and icons to change the line

association of the chosen phones.

When adding the numbers to a phone or side cart you can decide whether you wish to display each phone number or the name of the owning user (subject to the hardware supporting this). If so, choose the relevant option from the ‘Display/

print options’. Your choice will apply to all lines you choose to monitor / set for speed dial on a particular device.

When identifying the owner name for an external number, your Company Address book will be examined for a match on phone number. Any phone number for which the owner cannot be resolved will show as ‘Unknown’ (until you add a

Company Address Book entry for it).


Click to save the settings. You will get a message to confirm the save operation, and the feature will be provisioned automatically onto the chosen

phone within a few minutes.

Note: changing line monitoring settings may cause the chosen phone to reboot, so

you should choose a time to do this when convenient to your user.

15.3. Printing Attendant Console label templates Where supported (e.g. on the 500S), you can request a PDF file which contains a

template of the Console Line Monitoring and Speed Dial settings you have configured. This can be useful if you wish to cut out the template for attaching to the console itself, or simply just for reference. The ‘Display / print options’

dropdown field can help you tailor the information produced in the PDF.

Use of this facility is achieved by clicking on the icon next to the Attendant

Console device you have selected, whereupon a PDF file is generated and downloaded.

pink ip system administrators manual

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