Pink IP System Administrators Manual

System Administrators
Guide
Version
1.10
Created:
February 2012
Last Updated:
November 2013
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
Information about Voice mail

greetings with shared mailboxes
Simon Gregory
June 2013
1.9
Notes on reporting operation
Simon Gregory
July 2013
1.10
Extended Calls Summary
Simon Gregory
November 2013
Copyright 2005-2013 MyPhones Ltd
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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 users 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
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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
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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
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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
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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.
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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
go through all the entries.
You can generate a new password by clicking on the

new one to your designated e-mail address.
and
icon, which will e-mail a
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.
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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:
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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.
Dont forget to click
to register your changes. You will get the following
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.
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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.
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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

option.
icon on the final page otherwise exit the menu
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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.
Ritat@yahoo.com
KT89YR636
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.
Ritat@yahoo.com
KT89YR636
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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"
50
Cant be blank
"Last Name"
50
Cant be blank
"LogonID"
6 - 32
Candidate only batch rejected if

logon already exists in the system
"E-mail Address"
83
Must be a valid format
"Associated CLI"
Must be an unallocated number owned

by your company
"Mobile Phone"
20
"Home Phone"
20
"Your Ref"
50
"Title"
MR,MRS,MISS,MS,DR
"Middle Initial"
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,billjones@sigma1.co.uk
Steve,Myers,smyers,steveem@sigma1.co.uk
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
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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

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.
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Finally, click
to register the changes. You will get a message to confirm the
save operation.
3.5. Managing a users phones

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.
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3.6. Registering users 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.
Finally, click
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.
Finally, click
save operation.
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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.
Finally, click
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
action column.
icon under the
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.
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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

e-mailed to the user at the e-mail address provided.
icon. This is
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
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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 users details.
4.2. Impersonating a user

This is a useful facility if you wish, as Administrator, to access a users 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
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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
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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
Press
icon under the Actions column to show the following panel:
to save the allocation.
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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

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.
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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
action column.
icon under the
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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.
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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.
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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, rightclick on the WAV file in Windows, and (depending on version) and choose
Properties, and then the Details tab. The bit rate should be shown:
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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.
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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
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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
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.
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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 isnt 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
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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 dont 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.
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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
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.
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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
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.
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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
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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
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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
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
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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.
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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.
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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.
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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 .
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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
Press 1 to
Press 2 to
Press 3 to
your recording you will be presented with 3 options

accept the recording
listen to the recording
re-record the recording
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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.
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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
The Voice mail forwarding settings were successfully updated for the
period.
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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.
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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.
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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
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.
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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).
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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.
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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 its 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.
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You should be aware that the Outlook contact data is free format in nature and
so may not always be interpreted correctly when importing. Its 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 commaseparated-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.
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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:
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13.2.Adding Event Types

Click the icon
appear:
to add a new event. This will cause the following panel to
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
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:
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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.
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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.
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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.
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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
CISCO
CISCO
CISCO
CISCO
SPA
SPA
SPA
SPA
SPA
504G IP Phone (maximum of 2 lines spare for monitoring)

525G IP Phone (maximum of 3)
525G2 IP Phone (maximum of 3)
500S Auto Attendant Console (maximum of 32)
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).
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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 e a c h o f 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).
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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.
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System Administrators

Document Version Control

March 2012 update

December 2012 update

Bulk user import

Music On Hold Upload

Line Monitoring now allows for

Define short code in Phone

Support associative CLI in user

Information about Voice mail

Notes on reporting operation

Extended Calls Summary

Copyright 2005-2013 MyPhones Ltd

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Registering users installation address .......................................................... 18

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

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

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

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

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

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

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

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

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

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

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

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

Copyright 2005-2013 MyPhones Ltd

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Copyright 2005-2013 MyPhones Ltd

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