Transcript Call Pickup Groups - EarthLink Business

Hosted Voice Product Training
Business Group Administrator
1
Agenda
1. Logging In
9. Call Pick Up Groups
2. “Help” Tool
10. Short Codes
3. Administrator Portal
11. Extensions
4. Lines
12. Departments
5. ICON’s
13. Account Codes
6. Phones
14. Call Logs
7. MADN’s
15. Misc. Settings
8. MLHG’s
16. Music on Hold
17. Contacts
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Resource Center
http://www.earthlinkbusiness.com/hostedvoice
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Log In
Open up a web browser
Go to https://voip.elnk.us/bg
You will enter the following:
Number – This is your 10 digit
telephone number.
Please enter numbers only without dashes
Password– This will be the same
password that you have for your
voicemail
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Powerful “Help” Tool
At anytime the extensive “Help” topics are available
for the user to assist them with first time issues.
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Administrator Portal
1.
Lines: Shows all individual lines, MADN’s &
MLHG’s.
2.
Phones: Allows you to manage the phones in
a business group.
3.
MADN’s : Are external number that can be
used to access multiple lines within a business
group.
4.
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MLHG’s: A set of lines within a business
group that allow calls to be passed to non busy
lines within a hunt group
2
5.
3
Call Pick Up Groups: defines a group of
lines in which subscribers can answer each
others incoming calls
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6.
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Short Codes: A specific code that is tied to
an external phone number
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7.
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Extensions: Allows users to quickly dial
another number within the business group
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8.
Departments: Divide your business into
separately administrable groups.
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9.
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Account Codes: Allows you to use a code
of your choice when placing an outbound call.
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10. Calls Logs: Allows you to download a report
of all calls made to or from your business.
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11. Misc. Settings: Gives access to the number
blocks & external calls settings information.
12. Music on Hold: The ability to change the
music on hold for your business.
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Lines
Displays all the lines
associated with your
business group
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Lines – View Call Manager Information
• Click
to gain access to an
individuals CommPortal under
the administrator’s view
• You will be able to make
changes and view information
to the selected individuals
CommPortal with the
exception of viewing voice
mails.
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Reset Account Information
• Go to Settings tab
• Click on the “Accounts” tab
• Click the “Reset Account” button
Note: This will reset all the information for back
to the initial setup. You should ensure that all
voice mail messages are retrieved prior to
completing this action.
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Changing Line Name
• Go to “Account“ tab
• Click on the “Edit” link
• Edit the name associated with
the line
• Click the “Save” button
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Creating Sub-Administrators
After you have created “departments”
you may want to assign an individual as
a sub-administrator
• Go to Settings tab
• Click on the “Account” tab
• Click on the “Edit” link
• Click the drop down box under
“Admin”
• Select the group you want to
assign as an administrator
• Click “Save” button
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Lines – View MADN Information
Click
to gain access to an
MADN configuration
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ICON’s
Standard or “Easy” Auto Attendant
Premium Auto Attendant
Administrator
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Phones
Ability to manage the
phones within your
business group and
assign lines.
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Phones
The ability to search for
a line within your
business group by
entering full or partial
characters.
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Phones
To Change the Description Associated with Phone
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•
Click on either MAC
Address, Description or
Assigned To hyperlink
•
Change the Description
field
•
Click “Apply”
Phones
Assign a Phone to a Department
•
Place a check mark next
to the phone.
•
Select the department
from the drop down box
•
Click “Assign to
Department”
Assign a Line to a Phone
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•
Place a check mark next
to the phone.
•
Enter the telephone
number
•
Click “Assign to Line”
MADN’s
A MADN or “Multiple
Appearance Directory
Number” displays all
the lines set to ring
when the MADN
number is dialed.
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MADN’s – Adding Lines
1. Click “Add Lines” Button
2. Numbers not assigned to
the MADN group will be
displayed
3. Select the number(s) you
wish to add
4. Click “Add Selected” Button
Note: You may only have up to 32 lines
within the group. Calls are limited to the
number of lines programed on each users
phone. For example-: If you only have 2
lines programed on the phone, you will only
be allowed to have 2 simultaneous calls on
that particular phone.
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MADN’s – Removing Lines
1. Select the line(s) you
want to remove
2. Click “Remove
Selected”
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MLHG’s
Displays the lines set
to ring when the
MLHG is configured
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MLHG’s - Settings
Click
to view the
MLGH settings
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MLHG Piolts
You can optionally assign
one or more MLHG Pilot
Directory Numbers to the
Hunt Group. These
provide a contact number
for the whole group that
will always pick a free
line, instead of being
associated with a specific
line within the Hunt
Group.
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MLHG’s – Lines
(Removing Lines)
1. Select the line(s) you
want to remove
2. Click “Remove
Selected”
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MLHG’s – Lines
(Changing Line Positions)
1. Click “Change Positions”
2. Use the arrows to move
position up or down
3. Click “Apply”
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MLHG’s – Lines
(Adding Lines)
1. Click “Add Lines”
2. Select the line(s) you
want to move
3. Click “Add Selected”
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Call Pickup Groups
A Call Pickup Group
defines a group of
Business Group Lines
within which the
subscribers can use Call
Pickup to answer each
other's incoming calls.
Note: You may only have up to 32 lines
within the group. Calls are limited to the
number of lines programed on each users
phone. For example-: If you only have 2
lines programed on the phone, you will only
be allowed to have 2 simultaneous calls on
that particular phone.
Note: You must hear the
other phone ringing in
order to answer
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Call Pickup Groups
Delete Groups
1. Select the group(s)
you wish to
2. Click “Delete Selected”
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Call Pickup Groups
Add Groups
1. Click on “Add Group”
2. Enter a group name
3. Click “Add”
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Call Pickup Groups - Configuration
Each row in the table shows the following for each line in
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•
Telephone number of the Business Group Line.
•
Extension number of the line.
•
Name of the line.
•
The Department that the line is in.
Call Pickup Groups - Settings
Change the Call Pick Group Name
1. Click on “Settings” tab
2. Enter a Call Pick Up
Group name
3. Click “Apply”
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Short Codes
A specific code that is tied
to an external phone
number for all users
within the business group
to access.
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Short Codes – Add a Single
1. Enter a code to be
assigned as the “Short
Code” (Usually between 1 & 4
digits).
2. Enter the telephone
number to be assigned
to the “Short Code”
3. Use the drop down
arrow to select a
department (Optional)
4. Click “Add”
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Short Codes – Add a Range
1. Enter a range of codes
to be assigned as
“Short Codes” (Usually
between 1 & 4 digits).
2. Enter the telephone
number to be assigned
to the “Short Code”
3. Use the drop down
arrow to select a
department (Optional)
4. Click “Add”
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Short Codes - Delete
1. Select the short
code(s) you wish to
delete
2. Click “Delete Selected”
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Extensions
Allows the Administrator
to configure extensions
within the business group
for quick dialing
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Extensions – Add Single
• Enter an extension
number you wish to
create.
• Enter an telephone
number you want to
associate the
extension with when
dialed.
• Click “Add”
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Extensions – Add a Range
• Enter a range of
extension numbers
you wish to create.
• Enter an telephone
number you want to
associate the
extension with when
dialed.
• Click “Add”
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Extensions – Edit Range
• Click on the extension
you want to edit
• Edit the appropriate
information
• Click on “Save”
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Departments
The administrator can
sub-divide the business
group into
departments.
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Departments - Add
1. Click on “Add
Department” button
2. Enter the appropriate
information
3. Click “Apply” to save
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Departments - Edit
1. Click on the department
you wish to edit
2. Edit the appropriate
information
3. Click “Apply” to save
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Account Codes
1.
Check the box next to the
appropriate feature you wish
to have an account code
associated with it.
2.
Activate account codes by
selecting “yes” next to
validate codes
3.
Decide account code length
4.
Decide maximum incorrect
attempts before blocking
account
5.
Click “apply” to save
•
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Note: Account codes must be
enabled by EarthLink Business
before any codes apply.
Assigning Account Codes
• Click “Edit List”
• Enter in a numeric
account code
• Enter in a description
• Click “OK”
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Call Logs
• Create downloadable
reports of all calls
made to or from lines
in the business group.
• Enter a start and end
date for records you
wish to display.
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Call Logs – Report
(Example)
• This will download a CSV (Comma Separated Variable) file which can be viewed in
Microsoft Excel.
• Report displays a vast number of fields with call information.
• You can now customize the report to display only what you need to view.
You can hide columns, sort by fields or rows.
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Misc. Settings – Other Settings
Restricted Subscriber Messaging
Prevents forwarding of
voicemail messages to
someone outside the
business group
Use Internal Extensions
Displays extensions rather
than directory numbers
when possible
Internal Operator Number
Changes the operator
number for the business
group
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Music on Hold - Mapping
Initial Resource – Initial choice of music to be played when a caller is place on hold.
Action – do you want the music to repeat or play only once during customer hold time.
Start Point– Where do you want the music to begin when a caller is placed on hold.
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Music on Hold - Resources
• You can upload your own music on
hold for customers to hear.
• Click on “Browse”
• Search for the file you want to
upload
• Click “Add”
• Note: Uploaded file can not exceed
10 MB
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For any questions or additional help, visit
http://www.earthlinkbusiness.com/hostedvoice
- or Contact our Customer Care Specialists @
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