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BT Hosted VoIP (Enhanced) User Manual

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1. R i gt a Page Easy Attendant Settings K a a 2i aa A Lines ic CORRS CENA Easy Attendant esas a 2 saena ll Main Schedule Business Hours Menu Non Business Hours Menu Extensions voces papae Call Pidaup Groups Business Group Extensions Additional Extensions per ae aaa a C Extension Name Telephone Number Department Spoken Name Short Codes Sake ima OU Search for entry by extension name or telephone number Extensions EEO EENES O 200 iezi EA iiaa q rd a Departments 5600 record a a i a eae Account Codes oO F q Srna A dak aD ence co semen 202 Admin 2162 0 762162 q A Misc Settings a a ec C 203 Staff HV2163 05600762163 None q record Auto Attendant NAET z eeencenees ween 204 Staff HV2164 05600762164 Non Music on Hold O q record O 205 EA HV2165 05600762165 None record P C 206 Staff HV2166 05600762166 None mf record v r New Business Group Extensions will be automatically included P Mark As Included Mark As Excluded b a US0UU 62 105 US U55UU 6 Ea J 05600762170 210 Hunt Group BG 18 MLHG 02 pilot MLHG HV2170 w 05600762171 211 MADN a BT Hosted VolP Enhanced User Manual February 2012 28 17 02 2012 12 48 Other services Advanced Attendant Only available to customers who took a Hosted VoIP contract on or after 26 October 2009 If you want to upgrade your contract so that you can take Advanced Attendant
2. You can choose different music for different lines Just click Edit for the line you want to amend and pick an audio file from the drop down menu You can also choose how often the audio plays if you want a second audio to play once the first BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 39 has finished and where in the audio you want to start from start or random 39 17 02 2012 12 48 Other services More about Music on hold e Up to 20 callers can be held in a queue Callers hear Music e Incoming calls that are placed on hold will hear music for on hold when all registered MADN member lines or Hunt the time that they are on hold Group lines are busy If the queue is full additional callers s Alleypes of WAV and MPS aresapoorted will hear the busy tone e The customer is responsible and liable for the content of and any changes to the customised music audio With the standard music BT will pay the dubbing and storage fees e Queued callers will hear the ring tone once before Music but the customer is required to licence the broadcasting of on hold starts this music to callers from all sites Please see the Terms amp Conditions for Hosted VolP for the Music on hold Conditions e Music on hold will play to up to 16 concurrent calls per Business Group e There is no time limit to a caller listening to music on hold for both calls in a queue and calls on hol
3. 1063_HSTF_ VOIP_ENHNCD_GDE_AW v2 indd 54 17 02 2012 12 48 Appendix Withhold number Feature Access code Withhold my number on the following call 141 Send my number on the following call 1470 Call waiting Feature Access code Use Call Waiting Stop using Call Waiting Check whether your telephone is set up to use Call Waiting Last caller ID Feature Access code Last Caller ID to hear a voice announcement of the last caller s number Call Return to return the call after hearing the Last Caller ID announcement Last Caller ID Return to return the call without the voice announcement Last Caller ID Erasure to remove the records of recent calls Security settings Feature Access code Call pickup groups Feature Access code Call pickup 52 Directed call pickup 52 nnn Appendix 2 Assignment of phone numbers to lines When you configure your BT Hosted VolP service and hardware the default way in which the numbers of a Business Group are assigned to each of its lines is as follows Ordered 10 phone lines MADN Hunt Group 2 analogue and 6 IP and 6 BT Falcon IP phones Phone number 1 MADN Phone number 6 Line 4 IP phone 2 Phone number 2 Hunt Group Phone number 7 Line 5 IP phone 3 Phone number 3 Line 1 Analogue phone 1 Phone number 8 Line 6 IP phone 4 Phone number 4 Line 2 Analogue phone 2 Phone number 9 Line 7 IP phone 5 Phone number 5 Line 3
4. Manage My Services tab As an Administrator you can now manage the calling features available to your users as well as configuring The lines included in the Multi Access Directory Number MADN The lines included in the Multiline Hunt Group MLHG Call Barring for your lines As a line user you can now manage your calling features including your Find me Follow me settings 7 Setting up your lines 8 Manage your lines Click on Manage your lines in the add or activate services tab then select each line making the following changes 1 Select Password and then enter a new password for each of the lines this is the password they will use to access the online portal remember the 056xxx line number would be the username Email these details to the intended user of this line and also ensure you keep a record of these 2 Select Line name to change the display name of each line normally the name of the user of this line 3 Select Administrator privileges to give a user advanced online portal privileges BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 5 17 02 2012 12 48 Setting up your Hosted VoIP Service With BT Hosted VoIP you get all the benefits of a normal multi line office phone system without the cost or hassle of setting one up You don t need any technical know how to install it Just follow thes
5. IP phone 1 Phone number 10 Line 8 IP phone 6 If you need any additional help with configuring your BT Hosted VoIP service please contact the Technical Helpdesk on 0800 1691146 BT Hosted VoIP Enhanced User Manual February 2012 55 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 55 17 02 2012 12 48 By Appointment to Her Majesty The Queen Suppliers of Communications Broadband and Networked Services London All businesses are independently owned and operated BT logotype and the Connect World symbol are trademarks of British Telecommunications plc used under licence by the licensee The meaning of the word partner or partnership in this communication is governed solely by the terms of the commercial agreement s and or arrangements in place between BT and its partners It does not give rise to a partnership in the Partnership Act 1890 and any such meaning is expressly rejected by BT and its partners All BT sales and marketing activity is conducted ethically following the BT Code of Practice on Sales and Marketing To view or order a copy of the Code please visit www bt com codeofpractice or call 152 business For more information please visit WWW bt com customers or 150 consumer customers Offices Worldwide The services described in this publication are subject to availability and may be modified from time to time Services and equipment are provided subject to British Telecommunications plc s respective standard cond
6. Advanced Attendant on and off e Record and check announcements and the recorded names for extensions e Test the Advanced Attendant menus to make sure they re doing what you want them to do e Change the Administrator password for the Telephone Admin Interface Quick Key Reference Returns to the previous menu If you are already on the top level menu this key simply replays it hash This key is used to mark the end of a number sequence or the end of a recording BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 48 48 17 02 2012 12 48 Manage your calling features from your phone Here s an overview of the Telephone Admin interface You may find it helpful to have a printout of the Reporting Report from the Advanced Attendant in the VoIP Portal as this shows the ID numbers of the announcements and the name and number of all extensions Switch Advanced Attendant on off H Toggle activation Manage Manage status announcements extensions Enter E g number then J Pay Commit new Commit new recording recording ial Tabmamis Change admin To switch Advanced Attendant on or off press 1 at the main menu When it s off the Advanced Attendant simply transfers all calls to the default telephone number Managing announcements In the Telephone Admin interface each announcement is identified by its three digit number as show
7. and 49 Administrator Speed Calling Access Codes Instead of dialling the full telephone number you l To set up Speed calling use these codes Feature Access code Speed Calling access code dial this code followed by the Speed Calling code for the number you want to call XX is two digits between 01 and 49 Set up a Speed Calling code then follow the instructions Check if your telephone is set up for Speed Calling then follow the instructions Remove a Speed Calling code then follow the instructions BT Hosted VolP Enhanced User Manual February 2012 44 17 02 2012 12 48 Manage your calling features from your phone Call Barring Call Barring Access Codes You can bar particular types of calls such as international or To stop Call barring you will need to enter the line s PIN To set premium rate calls so nobody can make these calls from this line up Call barring use these codes Call barring settings can be controlled by a line s user as well as a Line Administrator if they have the line s PIN number Feature Bar all calls except emergency calls Access code 341 Bar international national and mobile calls 342 Bar international calls 343 Bar operator calls 344 Bar calls to access codes for setting up Call Services 345 Bar calls to premium rate numbers 347 Stop barring all calls except emergency calls 341 PIN Stop barring interna
8. calls follow the instructions Feature Access code Set up distinctive ringing tones 14257 Caller ID With Caller ID you can choose whether or not you want the e Calls from outside the UK person you re calling to see your number Also if you have a Geographic Number you can choose whether to display this or the 056 number Caller ID settings can be accessed and e Calls made from some payphones or made using a controlled by a line s user as well as a Line Administrator BT Chargecard e Calls from some other networks including mobile networks a l e Calls where the caller has withheld their number View incoming Caller IDs You can choose if you want to see a caller s identity before answering the call Although in some cases the caller s number might not be shown Caller ID Access Codes Use these codes to control who sees your number Feature Access code Withhold my number on the following call Send my number on the following call 1470 Call Waiting with Caller ID Call Waiting with Caller ID shows the caller s number as the Call Waiting tone is played You can set this up from the Options screen on your Falcon IP telephone See your BT Falcon User Guide for more information Speed Calling Speed calling is a quick way to dial the numbers you call most dial an access code followed by the Speed calling code a two Settings can be controlled by a line s user as well as by a Line digit number between O1
9. each path is shown above the arrow for the path BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 37 If the Advanced Attendant is running while you are looking at the report click the Refresh button on your browser to update the display and show the latest call counts The Reset Hit Counts button above the diagram resets all of the call counts in the diagram to zero So the next time you check the Layout Diagram it will only show the calls that happened after the reset Recording report The Recording report lists all announcements and extensions on the Advanced Attendant and highlights those missing an audio recording 37 17 02 2012 12 48 Other services Extensions This lists the extension numbers the lines that have intercom codes in the Business Group or department you are managing If a department has sub departments just follow links at the bottom of the screen to manage extensions in these sub departments Extension numbers can be 1 7 digits long but all extension numbers in the group are the same length e Calls to an Advanced Attendant can be routed to any extension in the Business Group e People can call extensions using dial by name or dial by extension The extensions list is set up automatically based on your Business Group and you can t change it But you can choose or change the recording file that goes with each extension Click on an ex
10. new voice lines MADNs and Hunt Groups change their names or simply view details for an individual voice line Hunt Groups 1 Service Advanced Attendant r4 Q Multi Appearance Directory Numbers MADNs 1 Service VoIP number Advanced Attendant 05601182585 Q VoIP number 05601182587 05601182590 05601182591 Manage your lines gives an overview of all the phone lines MADN and Hunt Groups in your Business Group It shows the Broadband Voice Hosted VoIP telephone number the 056 number and Geographic Number if there is one for each line It also shows if you have set up Easy Attendant Music on Hold or Advanced Attendant BT Hosted VoIP Enhanced User Manual February 2012 For each line in the Business Group you can change the password PIN and tariff order calling features including Easy Attendant Advanced Attendant and Music on Hold and add Geographic Numbers You can also add new voice lines MADNs and Hunt groups change their names or simply view details for an individual voice line Just click on the name of a line in the list to open a Line Settings page for that line 10 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 10 17 02 2012 12 48 Manage your lines Account Administrator Only Only an Account Administrator can manage these settings after logging in using their Administrator password The Line Settings page Line settings Assignment Password _ Change t
11. number to which you want to forward your calls Access code 21 nnnnnn Stop forwarding all calls 214 Check whether your telephone is set to forward all calls 21 Forward calls when busy if they come in while you are on another call 67 nnnnnn Stop forwarding calls when busy 6 Check whether your telephone is set to forward calls when busy Forward calls on no reply if you do not answer them 6 61 nnnnnn Stop forwarding calls on no reply 614 Check whether your telephone is set to forward calls on no reply If Forward calls on no reply is switched on this takes precedence over any other settings Selective Call Forwarding With Selective call forwarding each line can provide a list of phone numbers to be redirected to a specific number whenever any of them calls Anonymous callers those who withheld their number when dialling can also be added to the list Feature 61 Selective Call Forwarding Access Code To set up Selective call forwarding on your line from your telephone use the following access code and follow the instructions This gives you the option of adding a number after a call where the caller withheld their number Access code Set up Selective Call Forwarding 14256 BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 41 41 17 02 2012 12 48 Manage your calling featu
12. please contact the VoIP Technical Helpdesk on 0800 1691146 Advanced Attendant is an optional more sophisticated and chargeable version of Easy Attendant It enables you to direct incoming calls to the right person or department within your business using menu options that you can tailor to suit your business needs Before you start to set up your Advanced Attendant it can be helpful to sketch out how you want the menus to flow on paper This allows you to plan what options you need from the menu and how each one will operate To manage Advanced Attendant log into the Manage My Services section and choose Advanced Attendant from the menu list on the left hand side of the screen You ll then see the following screen iy Auto Attendants fA 05601 294 601 Account Information P gp Extensions Auto Attendants in department 4719559 root Auto Attendant Status Default Telephone Number Admin Password for Telephone Access Directory Matching Method Extension Prefix BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 29 If a line has been recently added to or moved within this organisation then it may take up to one business day for the change to affect Auto Attendant To use the directory matching method first last name calling for a line an audio file speaking the name has first to be uploaded for the line Account 05601294601 DN 05601 294 601 Enabled
13. reset it you have to do it via the VoIP portal or the telephone admin interface BT can t reset the PIN for you Directory Matching Method With Advanced Attendant people can call an extension by typing in the extension user s name on the telephone keypad You can choose whether to use the extension user s first name or last name and you ll need to upload a WAV file recording of the name being spoken Just click to select the option you want to use Extension Prefix With Advanced Attendant people can call an extension by dialling a prefix key followed by the extension number To set the prefix key they have to use just type in either a single digit from 0 9 or Please note that you won t be able to use this key as a selection key in any of the Advanced Attendant menus Click Save to save your changes If you don t want to save your changes click on any entry other than Save BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 31 31 17 02 2012 12 48 Other services Announcements and Recording Announcements Announcements These are the messages that callers will hear that give information or direct callers to the right department Click Announcements in the menu to see the announcements being used in Advanced Attendant Click on the symbol next to an entry to see existing announcements You can create up to 150 announcements for eac
14. same time whilst using the same connection for heavy internet usage 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 6 17 02 2012 12 48 Setting up your Hosted VoIP Service There are three levels of user in a BT Hosted VoIP service Account Administrators Line Administrators and Line Users What are the different user types Line Users The Business Group supports up to 100 telephone lines which are used by Line Users Line Users can manage calling features for their own lines Account Administrator An Account Administrator manages a Business Group s account settings They can also make people Line Administrators Line Administrators Line Administrators can manage the calling features for the Business Group as well as the settings for each line within the group What is the VoIP Portal The VoIP Portal is where you manage your Hosted VoIP settings It has two sections 1 Add or Activate services This is where Account Administrators manage account settings including managing security details ordering new lines and BT Falcon IP Phones setting up the password PIN and tariff for each line and ordering Geographic Numbers The VoIP Portal for BT Hosted VoIP can be accessed from BT Business Business Overview Billing amp payments Track orders Faults Your profile You are in Manage services gt Business VoIP Account Management login Login to Business VoIP Account Management To login please enter your Busin
15. you want to change a line name just log in select the line you want to change and click Line name Put in the new line name and click Save Changes PIN Line Users need a PIN to disable outgoing call barring using the phone s handset When first set up all PINs are set to the same number To change it log in select the line you wish BT Hosted VoIP Enhanced User Manual February 2012 to change then click PIN Put in a new PIN and click Save Changes Line Users can also change their PIN by keying in 68 on their keypad Administrator privileges When your service is first set up none of the Line Users have Line Administrator privileges The Account Administrator can give Administrator level privileges to any of the Group s Line Users But be careful these privileges let the user make major changes some of which could end up costing a lot of money Caller Display Also known as the Calling Line Identity CLI this is the number that will be displayed when you call a landline mobile number When you call from your Hosted VoIP line the 056 number will be displayed However you can change this to any of the Geographic numbers which you have ordered as part of your Hosted VolP service Just choose the number from the drop down box that you want to be displayed when you make outgoing calls 11 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 11 17 02 2012 12 48 Manage your lines Account Admini
16. your Advanced Attendant Click on the Advanced Attendant telephone to manage your Advanced Attendant using a telephone number to view the account information and rather than online e Switch Advanced Attendant on and off e Choose the extension that will receive calls when Advanced Attendant is switched off Advanced Attendant Status e Choose whether callers have to use a first name or last name when selecting an extension by name e Choose the prefix key that callers have to use when selecting an extension by dial by extension Description When this is ticked Advanced Attendant is on and handling calls based on the menus and menu assignments you set up If it isn t ticked calls go to the extension that is your Default telephone number e Set up the admin password that you will need if you want Default Telephone Number This is the number calls go to if the Advanced Attendant is off or if there s a problem processing a call through the Advanced Attendant menus When choosing the default number please use the full 056 number rather than the Short code option if you want to forward these calls to a VoIP line Admin Password You can switch Advanced Attendant on and off record announcements and extension names and test menus using a telephone keypad as well as using the VoIP Portal You can set up a PIN in this section to enable you to do this To set your PIN just type in four numbers If you need to
17. 3_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 16 16 17 02 2012 12 48 Manage your services Manage your calling features online Click Manage my services to manage your calling features online Lines John Smith Lines Manage My Services To manage the line settings and calling features of all lines in the Business Group including individual lines MADNs and Hunt Groups click on the icon in the far right column on the Lines screen next to the telephone number for the line MADN Hunt Group This will open the following screen Please note this screen is for an individual line The screen for managing MADN and Hunt Group pilot call features has the Call Manager and Settings tabs only az To view the settings for an individual line MADN Hunt Group pilot number or IP Trunk or view group MADN or Hunt Group settings click on the corresponding icon in the rightmost column Telephone Number Extension Name 05601182585 05601182586 05601182587 05601182588 05601182589 05601182590 05601182591 05601182631 Se es BBs John Smith Admin Search for in any field X MADN Hunt Group Hunt Group for John Smith Group pilot E BT Hosted VolP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 17 17 17 02 2012 12 48 Manage your services Click on the tab at the top of the screen to get to the calling features you want to manage Call Ma
18. 3_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 18 17 02 2012 12 48 Manage your services With Find me follow me unanswered calls are redirected to a list of numbers set by the user The numbers will be called in the order set by the user Numbers ranked the same in the list will ring at the same time If all the numbers on the list have been called and no one has answered the call may go through to BT Call Minder for Business VoIP To activate Find me follow me click Add Rule on the screen below Call Manager Summary Forwarding Follow Me w Forward calls you receive to one or more alternate destinations Call rejection lets you reject calls from selected callers only accept calls from selected callers and reject all anonymous calls You can also use Priority Call to give callers their own ring tone so you know who s calling You can have up to ten numbers on your selected caller list BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 19 Settings Call barring you can bar calls to international premium rate national and mobile operator and directory numbers Preferences you can change the line name voicemail settings and caller ID settings Reminders Get a reminder call using this screen 19 17 02 2012 12 48 Manage your services MADN Multiple Appearance Directory Number BT Ho
19. Add IP Phone When you ve finished adding geographic numbers please click continue oe Existing geographic numbers _ tn There are no geographic numbers assigned to this line Security BT Office Communicator Order Geographic numbers Configure your equipment Calls and billing User Guide BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 12 2 17 02 2012 12 48 Manage your lines Managing line settings Add lines You can order more lines MADNs and Hunt groups on this page Add lines Order voice lines BT Hosted VoIP can support a total of 100 lines including MADNs and Hunt groups Existing lines Item Voice lines Hosted VoIP Hosted VoIP plus MADNs Hunt Groups Total Lines BT Hosted VoIP only supports a maximum of 8 lines working over a single dedicated connection You may be required to order additional Broadband lines To order more broadband lines or for further information call 0800 389 8716 or contact your BT Account Manager wai Coie Order a BT Falcon IP phone You can buy phones and switches as well as select which of Each phone comes set up to a particular line and can t be your numbers you would like them to be configured to in the changed once it has been sent The phone will be sent to Add IP phone section of Add or Activate services your billing address BT Falcon IP phones BT Falcon IP pho
20. B c d P gw aD a aD B a OD B a a OD cp aD a D cD cB B GB GB B GB GB GB GB Gp GB GB Gp GB GB a ia XY a Q XY a Q are a Q Sa Q Q Line 1 Line 2 Line 3 Line 4 Line 5 In the example shown above Line 2 was the last to complete a call so the hunt starts at the next line in the group Line 3 Line 3 is busy as is Line 4 so the call is directed to Line 5 BT Hosted VolP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 21 17 02 2012 12 48 21 Manage your services Managing your Hunt Group Go to the Manage my Services tab and click on MLHGs on the left hand menu Click the icon on the far right of the screen for the Hunt Group telephone number you want to see Use the Hunt Group pages to manage the settings for your Hunt Group Click on the icon on the far right to open up the screen below Manage My Services Hunt Groups To view the settings for an individual Hunt Group click on the corresponding icon in the rightmost column Please Group contact us if you would like to set up a new Hunt Number of Lines Hunt Group Name Hunt Group for John Smith Group a Click on the icon on the far right to open up the screen below Manage My Services MLHG Hunt Group for John Smith Group inude iac Hunt Group Lines Settings _Telephone Number Extension Name 05601182586 BT Hosted VoIP Enhanced User Man
21. BT Hosted VoIP Enhanced User Manual Bringing it all together BTO Thanks for choosing BT Hosted VolP Here s how to make the most of it All the benefits of an expensive business phone system but at a fraction of the price Lower cost no need for an expensive system More control manage call settings add lines and Lower call and line rental costs too create a virtual office quickly and easily on your PC More uses perfect for flexible businesses Better communications communicate with relocations and start ups or for a virtual office colleagues customers and suppliers Faster Portable work wherever your business takes you More adaptable if your business changes this system can too Powerful features get all the functions and features enjoyed by large businesses Easy to install get your phone system up and running easily and quickly 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 2 17 02 2012 12 48 Contents Getting started Manage your calling features from your phone BT Hosted VoIP Quick Start Guide ccccecccceeessescees 4 About telephone Access Codes cccccccssessscccerssseescseeees 41 Call ForwardingG ccssssssscsccccccecesssssccccscccsseeesseseescsceeees 41 Setting up your hosted VolP service Selective Call fForwarding ssscccccccccccssssssessesssceseeeeeees 41 Setting up your hosted VolP service ccccccceesessesccee
22. C 6T GIST Directory GIST Home BT Homepage BT Address http business forums bt com t5 Forums ct p forums s_cid btb_FURL_help forums __ E Forums BT Business Community Forums Forums Title pg Announcements A BT news and announcements about forum related topics are posted here Latest Post Purpose of this Forum please read Email hs Post your questions about BT Business Email packages installing email software setting up amp managing email accounts email clients and using webmail etc Latest Post Re SPF setup e mail authentication Broadband and internet For posts about BT Broadband wi fiand wireless access dial up routers networks amp modems dynamic and static IP addresses Openzone Latest Post Re Any users know how to get a response from BT t kd 4356 Website hosting amp domains For questions about website hosting packages IBP Business Pack Advanced Web Hosting website programming FTP EasySiteWizard or any other tools eg EasyblogBuilder Also for BT Web Consult amp Build enquiries Latest Post Re key words don t appear in Google anal lyties 4952 eShop For help tips and advice on how to get the most out of your eShop package Latest Post Re Adding a vistor count to p Internet voice products aq Discuss Broadband voice BT Hosted VoIP BT Office Communicator for Broadband e Voice customers to send SMS messages and hold conference
23. Hosted VoIP lines Add lines Manage your lines _ Add lines OTT OTT COROT CELLET Oy TOT For ae line an this TE you Ba change the pa i PIN aioe You can have up to 100 lines on this account re eh aser BAPAE tariff set calling features and add geographical numbers Advanced Attendant Easy Go Attendant on MESNE Your Hosted VoIP account BT Office Communicator Calling features Security detalis eh aA ree anid paca Bekae wd epee Change the settings for MADNs and Hunt Groups Change your poruce gage password reminder Configure your equipment question and contact ils Calls and billing User Guide Configure your equipment Find out how to reset or reconfigure your voice adaptor Additional services Calls and billing BT Office Communicator See itemised call details and pay your bills online for easy BT account a calls from your PC plus instant messaging video calls management a Go BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 9 17 02 2012 12 48 Manage your lines Manage your lines Manage your lines Attendant Account Settings Calls and billing User Guide Use the Manage your lines section to view or manage the settings for each of the lines in your Business Group Add lines BBV MARKER TEST ACCOUNT BBV MARKER TEST ACCOUNT Welcome to your account overview From here you can view your existing lines Hunt Groups and MADNs You can also add
24. T Falcon IP phones e up Find Me Follow Set up and use the BT Falcon IP Phones From Internet voice products Using BT Communicator with Autodialer in Microsoft Access By lorynelzabeth on Tue 16 11 2010 From Internet voice products ___ Hasted VoIP annd or evil What is Broadband Voice and what do I get with it I am an existing customer How do I order BT Hosted VoIP Getting started with Hosted VoIP How do I configure my fax machine for use with my VoIP line Set up and use the BT Falcon IP Phones How do I connect more BT Falcon phones to my service Setting up your BT Hosted VoIP service What is Broadband Voice and what do I get with it View all articles gt chat online to one of our support agents amp Contact us about Technical or general enquiry iil Manage webspace Support forum If you can t find the answer you need in the FAQs you can register and ask your question in the Internet Voice Products section of the BT Business Support Forums http www bt com business help forums All other issues If you still need help please contact the Broadband Voice Helpdesk on 0800 169 1146 available 24 hours a day seven days a week i File Edit View Favorites Tools Help 3 Forums BT Business Community Microsoft Internet Explorer provided by BT Webtop Qk O A G Pseach Heroes SH OS Links JAA Amazon Ask Charley BB
25. _ENHNCD_GDE_AW v2 indd 50 incoming calls 50 17 02 2012 12 48 Call quality Call quality Call quality on BT Hosted VoIP lines might not be the same as on normal landlines That s because it depends on the available bandwidth which can be affected by a number of things including internet traffic uploading or downloading data particularly large files over the same connection making or receiving lots of VoIP calls at the same time Emergency calls Emergency calls You can make 999 112 emergency calls using BT Hosted VoIP But unlike a normal landline it won t work if there s a power failure or if the broadband connection fails Also the quality of service cannot be guaranteed So we strongly recommend having a normal landline just in case We recommend using your landline for making emergency calls as the Emergency Services can use your geographic telephone number to pinpoint your location quickly and easily something they can t do accurately enough with VoIP BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 51 We strongly recommend getting an extra broadband connection just for internet voice calls if you re going to use BT Hosted VoIP to carry more than 4 VoIP calls at the same time whilst using the same connection for heavy internet usage If you are using Broadband Voice and there s a power cut the analogue phone connected to lin
26. abelled with the ar icon 3 Insert stand Your BT Falcon phone stand clips into the bottom of the phone 4 Plug in power power socket and then insert the plug into the back of the BT Falcon phone in the socket labelled DC Plug the power adapter into your mains 6 Provision service 5 Connect to hub Using the ethernet cable provided plug one end of the cable into the ethernet socket on the back of your BT Business Hub and plug the other end of the cable into the socket on the back of the BT Falcon phone labelled LAN On your BT Falcon phone red lights will flash while the phone provisions your service this will take two minutes Once this has taken place your phone will display Broadband Voice and you will be ready to make calls BT Hosted VoIP Enhanced User Manual February 2012 1063 _HSTF_VOIP_ENHNCD_GDE_AW v2 indd 4 17 02 2012 12 48 Getting started BT Hosted VolP Setting up your service Log into the VoIP portal https service btbroadbandvoice bt com selfcare businessYourAccount Use the password that was emailed to you this is your administration password for the VoIP portal Note As the Administrator you can use the VoIP portal to add more lines add geographic numbers and change your calling plan 9 Set up calling features You can manage the calling features from the
27. age My Services e AENA oe n eee ee setae Cio wre ae Lines sa e aE SSES runner tA ea seam To view the settings for an individual line MADN or Hunt Group pilot number or view group MADN or Hunt Group Extensions settings click on the corresponding icon in the rightmost column OONAN ONNEEN Telephone i i me rim AIRRA ET smeer 3 Misc Settings a 05600762160 200 Hunt Group BG18 MLHG 01 pilot MLHG 2160 B S eae SOSSAR RAE as sa 5 5 na A IE inate ses Q E 5 05600762163 203 Staff H 2163 B Z 05600762164 204 Staff H 2164 Ek 05600762165 205 i EA H 2165 i 05600762166 206 Staff HV2166 Efindividual Line 05600762167 207 05600762167 B 05600762168 208 05600762168 ms 05600762169 209 05600762169 mS NSANN FAZ1 7N 21n Hunt Gratin RGIR MI HG N2 nilah MI HG HY217N a Pv Billing amp Track orders Faults Your profile Manage Your email naumants carvicas 26 17 02 2012 12 48 Other services When you select Easy Attendant it will bring up the following pop up screen Easy Attendant Ten Schedule Business Hours Menu Non Business Hours Menu Your Easy Attendant is currently off and callers will be told that this number is unreachable Business Hours Menu Configure the menu your callers will hear during business hours Schedule Configure your Non Business Hours Menu Configure the menu your callers will hear during non business hours Main you can turn on Easy Attendant from this s
28. aphic Number one that begins with a UK area code You can choose any area code even if you don t have an office in that area We have Geographic Numbers for most areas in the UK but we can t guarantee that you ll be able to get one in the area you want The monthly charge for each Geographic Number will be added to your BT bill How to order a Geographic Number Just log in click on your chosen line and in the Line Settings page click Geographic Number and follow the instructions When you ve picked an area code tick the box to accept the Terms of Service and place your order We ll email you when you ve been given your Geographic Numbers You can have as many Geographic Numbers on an 056 number as you like And you can swap between them as your Caller Line Identity CLI in Manage your lines You are in Manage services gt Add or activate services gt Manage your lines gt Line details CS Need Help d Rate this page QP Take a tour Wherever you are based you can provide your customers with familiar area codes to ring by assigning Geographic numbers to your BT Hosted VoIP lines You can assign as many Geographic numbers as you wish to each line You only have to choose the exchange or area code we will Additional geographic numbers Add or activate services Manage my services Administration Overview iin Geographic numbers 05601182586 Hunt Group Manage your lines a provide the number
29. ave your new message e You can always change back to a standard message if you want to 5 MD V 2 3 A tQ MD ap gt tQ Voicemail messages e Each message can last up to five minutes e Each mailbox can hold 30 messages e Saved messages are held for 30 days before being deleted e Unread messages are stored for 6 months before being deleted BT Hosted VoIP Enhanced User Manual February 2012 42 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 42 17 02 2012 12 48 Manage your calling features from your phone Call Minder Call Minder is free to customers that ordered BT Hosted VoIP from December 2008 Older customers need to upgrade to new Hosted VoIP 1 or 2 year rolling contracts to get the Call Minder voicemail service Call Minder Remote Access Remote access allows you to listen to your messages when you re away from your phone To get messages call your phone number from another phone line After Call Minder answers press and enter your 4 digit PIN Please note that the following features are not yet available with BT Call Minder for Business VoIP e Speech recognition e Message waiting indicator e Ring period control e Call return Call Rejection If you choose to reject calls from a particular caller your telephone will not ring when they call and they will hear an automatic message saying the call has not been accepted Selective call rejection Selective call rejection
30. calls from a PC amp geographic n it umbering Latest Post Re Using credit card machine over VOIP L T Help L Search aa Welcome Welcome to the BT Business Support Forums These Forums are for BT Business customers to discuss how to get the most out of their BT Business products and services with other customers If you needs to be resolved by BT please contact Before you post for the first time please register Please also see How do I participate in the Support Forum and the guidelines If you come across a helpful answer please dick on the star i side of the post E If your post gets resolved please click on 551 Popular searches i as Gl Accept as Solution I Register have an issue that je on the left hand BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 52 52 17 02 2012 12 48 Appendix Table of Access Codes There s a chance that not all the lines in your Business Group are subscribed to all call services So they won t need all of these codes Caller ID Feature Display the caller s identity Access code Do not display the caller s identity Check whether this telephone is set to display the caller s identity Call forwarding Feature Forward all calls Access code 21 nnnnnn Stop forwarding all calls 214 Check whether your telephone is se
31. codes can be used for e External telephone numbers e Codes used within the Business Group such as access codes used to configure call services Clicking on any of the codes in the list shows the number it refers to with options to edit or remove the number You can add individual Short codes or a range of Short codes in this section Manage My Services Ian McGarel ion in the Business There are no short codes in the Business Group Delete Selected Extensions Using Extensions Business Group members can call other lines within the group quickly using 3 digit Short codes instead of full telephone numbers Misc settings Number blocks shows the number of lines allocated against blocks of numbers you may have BT Hosted VoIP Enhanced User Manual February 2012 Short codes allow your users to quickly dial common numbers The table below shows the short codes currently in Telephone Number or Service Access Code External calls shows limits on external calls and the default carriers used when making calls Other settings restrict subscriber to subscriber messaging outside the Business Group and choose to show internal Business Group extensions rather than external directory numbers 25 1063_HSTF_ VOIP_ENHNCD_GDE_AW v2 indd 25 17 02 2012 12 48 Other services Easy Attendant Only available to customers who took a h
32. creen It 1 Callers will hear This number is currently inactive also lets you link to the schedule and hours screens where you Please try again later can configure your Easy Attendant menus 2 You can choose to re route the call to another number Easy Attendant is not switched on until you activate it aee uses to siow when vourbusinessieepen t0 When Easy Attendant is switched off calls are handled in one make sure callers hear the correct menu business hours or of the following ways non business hours eee oA oe Easy Attendant Microsoft Internet Explorer provided by BT Webtop l A z we k Broadband Voice ff TES e DE Pag Serene ee Pale Lines a Easy Attendant 056007621655 7 a Main Schedule Business Hours Menu Non Business Hours Menu Extensions eT Configure your business hours by clicking on the appropriate cells in the grid Click and drag to select multiple cells Call Pickup Groups ut Wg clea Bea Sat Sun Special Days Sh eG d l i l eee Praveen A Configure days when your normal weekly schedule does ne SLES not apply for example holidays On these days ia EEA aaa your non business hours menu will be played all day Misc Settings e Auto Attendant Music on Hold 18 00 amp Zoom In Key A Business Hours 05600762170 Hunt Group BG18 MLHG 02 pilot MLHG HV2170 a 05600762171 MADN Fy w Ld l l J oanranet 100 BT Hosted VolP Enhanced Us
33. d BT Hosted VoIP Enhanced User Manual February 2012 40 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 40 17 02 2012 12 48 Manage your calling features from your phone How to manage your calling features using telephone access codes About Access Codes You can use access codes to manage the calling features directly from your telephone if you do not have access to the VoIP Portal For example to pick up voicemail messages users enter 1571 on their phone You ll find a full list of access codes in the Appendix on page 53 Call Forwarding Call forwarding lets you redirect calls to another number in the following ways e Immediate call forwarding redirects all your calls If you turn on Immediate call forwarding your other call forwarding settings below are ignored e Busy call forwarding redirects calls if you are busy on the phone Feature Forward all calls e Delayed call forwarding redirects calls if you do not answer within a certain period of time Selective call forwarding redirects all calls from a list of numbers you set up Find me follow me redirects unanswered calls to a list of numbers you set up You cannot set up call forwarding on your line if call barring is already active on the line as the call barring prevents calls from being made to the type of calls that have been barred To manage call forwarding features on a line from its telephone use the following codes Note nnnnnn represents the
34. d Attendant will wait for the user to pick an option What happens if the user doesn t pick one within this time depends on how you set the Timeout filter Click Create once you ve filled out the boxes in the screen above You can make any changes to this section at any time If you re happy with the changes you ve made click Save If you don t want to save your changes click on any entry other than Save BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 34 Once you have created a menu the Menu Options section will show at the bottom of the page Use the drop down boxes to set the telephone key presses to be used for the menu and the actions associated with each key press Once you have set up the menu options click Add to save the changes 34 17 02 2012 12 48 Other services Menu Assignments Having created your menus and announcements for business hours out of hours and holidays the next step is to set when they ll be used Click on the drop down box for each of the three times to choose which menu you want callers to hear If you don t need to have different menus at different times then you can set two or more of the boxes to use the same menu If you set the drop down boxes to None calls made to the Advanced Attendant during those times will go through to the default telephone number which you can choose using the Account Informatio
35. d VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 38 To hear the current recording of the name click Play announcement at the top of the screen If there isn t a recording you ll see no recording in red 38 17 02 2012 12 48 Other services Music on hold Only available to customers who took a Hosted VoIP contract on or after 26 October 2009 If you want to upgrade your contract so that you can take Music on hold please contact the VoIP Technical Helpdesk on 0800 1691146 You can use Music on hold for e Incoming calls ina MADN queue e Incoming calls ina MLHG queue e Call hold To activate or amend Music on hold click Music on hold on the left hand menu under Manage My Services From here you can upload new files to the audio library by clicking Browse and choosing the WAV file from your local folders It s a good idea to give files an ID reference and a description so you can identify them easily There s a choice of music available in the lt standard gt music group The tracks play continuously repeating every 60 seconds Music On Hold _mappings audio library Global Audio List ID Description Length Da a 10 Clockwork 55 seconds 11 Techno 16 seconds 12 Bongos 18 seconds 13 Rain 36 seconds 14 Clear Skies 25 seconds 15 Clockwork 40 seconds 16 Sunset 35 seconds ES a ces
36. d VoIP Enhanced User Manual February 2012 32 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 32 17 02 2012 12 48 Other services When you ve finished click Create to add your new announcement Each announcement appears in the menu with a 3 digit prefix The first has the prefix 100 the second 101 and so on Prefixes are created automatically and you can t change them When managing your Advanced Attendant using a telephone you will need to use these prefixes to identify the announcement you want to manage BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 33 To check or change an announcement click on the announcement name in the menu You ll then see a screen like the new announcement screen above with an additional link Play announcement at the top Click this to hear the current recording of the announcement Make your changes to this screen and click Save to update the announcement If you don t want to save your changes click on any entry other than Save To delete an announcement click on the announcement name in the menu and then click Delete at the bottom of the box 17 02 2012 12 48 33 Other services Menus You can create up to 150 menus for each Advanced Attendant and also build the actions linked to key presses for each of the menus A good starting point is to create the initial Welcome menu for business hours and also menus fo
37. e simple instructions to connect your hardware and get your phone system up and running Here s what you need for your Hosted VoIP service The Business Hub The hub connects you to broadband and connects all the phones in your Business Group that s the collective name for all the lines in your BT Hosted VoIP system IP telephones BT Hosted VoIP only works with the BT Falcon phone range Ethernet switch You can connect three BT Falcon IP phones directly to the hub But if you use an optional Ethernet switch you can connect up to eight phones You can buy one from BT com or by logging into your Hosted VoIP account on the VoIP Portal https service btbroadbandvoice bt com selfcare businessYourAccount What telephone numbers do get with my Hosted VoIP service Each Hosted VoIP line gets a number starting with 056 You can give each line a Geographic virtual number as well subject to compatibility and additional terms and conditions There s more about this on page 12 We ll also give you 056 numbers for any Hunt Groups Multiple Appearance Directory Numbers MADNS and Advanced Attendants that you set up as part of your Business Group BT Hosted VoIP Enhanced User Manual February 2012 Something to consider We strongly recommend getting an extra broadband connection just for internet voice calls if you re going to use BT Hosted VoIP to carry more than 4 VoIP calls at the
38. e 1 will connect to the telephone line the Business Hub is plugged into so this phone should be the designated emergency phone 51 17 02 2012 12 48 Help and support Help and support As well as this user guide and the one that comes with your Falcon IP phone there are a number of places where you can get help and support FAQs Our online FAQs are the quickest easiest way to find the answers to many common queries Making this the first place to turn if you have any problems with your service or questions about features http www bt com business help hostedvoip File Edit View Favorites Tools Help 3 Hosted VoIP Help amp Support BT com Microsoft Internet Explorer provided by BT Webtop a HE Ook O HAG Psearch Faos O SH OB EE re Links AA Amazon Ask Charley BBC BT BT Directory BT Home 4 BT Homepage BT Shareprice BT Toda Address http btbusiness custhelp com app home c 426 2348 1094 About Hosted VoIP How does the BT Falcon IP phone work What is the BT Falcon IP phone Most popular articles Where can I buy BT Falcon IP phones Wil my existing IP phones work How do I configure my fax What is Broadband Voice and what do I get with t machine for use with my What is BT Hosted VoIP VoIP ine View all articles gt Configuring your short codes to match line E extensions Ordering Hosted VoIP cee Where can I buy B
39. e Call Hold access code 4 Dial the telephone number for the other person you want to include in the call BT Hosted VoIP Enhanced User Manual February 2012 5 When this person answers press Recall again to link the calls together All three of you should now be able to hear each other If the new person does not answer press the Recall button again to return to the first caller 6 If you hang up your telephone while the first caller is still on hold your telephone will ring immediately When you pick it up you will be reconnected to the first caller 7 To disconnect the new person so you are only talking to the original caller press Recall To set up a Three way call for a BT Falcon IP phone please refer to the BT Falcon User Guide 46 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 46 17 02 2012 12 48 Manage your calling features from your phone Call Transfer With Call transfer you can transfer the other person in a call to another number This only works for Falcon IP phones To transfer a call from your BT Falcon IP telephone 1 Press the option key to transfer the call you ll be offered a choice of blind or with consultation i e you talk to the 3rd party before transferring the original call to them 2 Dial the person you want to transfer the call to If this is a blind transfer you will be placed on hold and should hang up Last Caller ID This lets you find out
40. e each pickup group Manage My Services John Smith laz Call Pickup Groups To view the settings for an individual Call Pickup group click on the corresponding icon in the rightmost column Call Pickup Group Name Number of Lines O Reception 3 Sales Team 2 John Smith Call Pickup Group Sales Team E ss O Telephone Number Extension Name O 05601182590 205 Line 1 05601182591 206 Line 2 Lines Call Pickup Access Codes Lists all the lines in the Call Pickup Group and lets you add or remove them If a phone belonging to a Call Pickup Group rings another member of the group can pick up the call by dialling the access code Settings Access code Lets you rename the Call Pickup Group Feature Call pickup BT Hosted VoIP Enhanced User Manual February 2012 24 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 24 17 02 2012 12 48 Other services Short Codes Short codes let users in the Business Group dial frequently used numbers quickly They simply dial a three digit number starting with 3 instead of the normal phone number or access code it represents Please note that calls made using Short codes are charged at the same rate as the numbers they refer to Managing Short Codes Short codes can only be managed by a Line Administrator Using the Short codes section to manage settings allows you to see all the Short codes currently set up Short
41. ee or change the current holiday settings e To clear a date set as a holiday click on the shaded You ll see a calendar for the year Any date that is currently set date which should become unshaded as a holiday is shaded in blue You can also set holidays for following years Just click e To set anew date as a holiday click on the date in the Calendar year at the top of the page calendar which should turn blue Hours Click Business Hours below Hours Holidays to see or change the current business hours settings 4 Auto Athendants A 05601 294 601 Business Weekend Menu Assignment Eg Announcements Auto Attendants in department 4719559 root E Menus 2 a Menu Assignments T3 ori Time Zone be fe Business Hours Please choose the time zone of this schedule By Reports Hi Extensions Business Hour Definition Enter the start and end time 24 hour HH MM of each business day in the appropriate week day If the week day is not a business day leave both the start and end time fields blank E snme e O C 8 00 pem 17 00 BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 36 36 17 02 2012 12 48 Other services Description Time Zone Click on the appropriate time zone to set the time zone you want Business Hours For each business day type in the start and end time for business hours and minutes in 24 h
42. eeeeees 5 vee i a T VOIP sesssssseosscensnsessoossonsnsessosee ie Here s what you need for your Hosted VoIP service 6 ate CESS Coda s sauaicneteachosseeatnceasuvamiesonssvaedeonaecieton i What are the different user types csssccsssecsscsssssssssseseceesseee 7 sit in 7 AEAEE E E 7 What is the VolP Portal insevasisicsscnsewscaswossivessersdousedeinesdinasnens 7 i o i OE IL E AA A A AA How do I log into the VoIP Portal ee E ene et ee T7 a o eooo ooooo ooo 0000000000000000 00000000000000 000000000000000 0000000000000 44 What do do if forget my password s 8 or ina caller ID COCOOH EOC OOOOH OEE 00000 000000000000000 OOOO OOO OL OOO LOE AA Changing an Administrator s security details cccccee008 8 a Sain a D d 44 Using the Add or Activate services section of the VolP Portal cy all a er COCHHOHCOHOHOHOHHHSHOHSOSHHHOHHHOHHOHOHHSOOHOHOHOHOOCOLOLEOOE AA Account Administrator only cccssssssssssccssesssssscscsessssssecsssesee 9 peed CAML esseessesssessseersessstecsteenesssessneenneesneseneesneseans call barring 2 va csuheteaaeaicesieaecaseuosuesarsionpsuidseescuneseansaeeeeonsesoneeens 45 Manage your lines Reminder CAINS EEE EEE E E 45 Call walt Gs cucesmacidcceacesuengeivesataevain EN s 46 Manage your HNES sraie tectseanestnarsaceeensacanaeenedyaatermnepueiasveneate 10 Three way Calling ccscscceccecsecsecceccecceceescecccececeeceacens 46 PENNE settings page xsassavsnssnaraesarvervasennsivennianvanennsensserne s 1 a
43. er Manual February 2012 27 1063_HSTF_ VOIP_ENHNCD_GDE_AW v2 indd 27 17 02 2012 12 48 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 28 Other services Business hours menu record your business hours message and set your menu options such as For x press 1 for y press 2 etc File Edit View Favorites k k G Broadband voice f Easy Attendant Microsoft Internet Explorer provided by BT Webtop Easy Attendant i PIOTR Easy Atten dant base _ a Main Schedule Business Hours Menu Non Business Hours Menu Extensions Call Pickup mane Assign functions to each key on the caller s phone Record initial greeting ai Ne eo Bars AEAEE ns a they con select Fom These shoul Account Codes AY Unassigned aei eruatia De left Misc Settings e g Welcome to Bob s Tyres Press 2 ea are a 1 for see full example 3 a iii o NR q record m m m EF J300 70 ZUS J000 7 02109 05600762170 210 Hunt Group BG18 MLHG 02 pilot MLHG HV2170 85 05600762171 211 MADN w a Seatet Non Business hours menu record your out of hours Extensions message and set your menu options Business Group extensions set your menu to offer Dial by Extension or Dial by Name and record the name of the person at each extension Additional extensions add extra names and extensions Easy Attendant Microsoft Internet Explorer provided by BT Webtop
44. ess VoIP telephone number and password Telephone number Starting with 056 ee oe Password https service btbroadbandvoice bt com selfcare businessYourAccount Te Manage services MyOffice 2 Manage my services This is where Account and Line Administrators manage settings for each line within the Business Group They can also choose which lines are included in calling feature groups such as MADNs Hunt Groups or Call Pickup Groups Line Users can also manage calling features for their own lines in this section How do log into the VoIP Portal There s a link on the BT com Business Broadband Voice website or you can visit https service btbroadbandvoice bt com selfcare businessYourAccount Line Users log in using their line s telephone number and password Account Administrators log in using any of the numbers in their Business Group and the Administrator password that was in their service confirmation email Line Administrators log in using their telephone number and their Administrator password Search Help amp support Your account Your email CS Need Help C Rate this page Gp Toke a tour BT Hosted VoIP Enhanced User Manual February 2012 1063 _HSTF_VOIP_ENHNCD_GDE_AW v2 indd 7 17 02 2012 12 48 Setting up your Hosted VoIP Service What do do if forget my password Changing an Administrator s security details If you re an Account Administrator Go to
45. h To add a new announcement click on the top level Advanced Attendant Announcements entry which shows a blank box for you to fill in i Auto Attendants Fl Ay 05601 294 601 Announcements fg 7 Announcements Auto Attendants in department 4719559 root M22 Menus 2 a Menu Assignments cde oe Announcement Name fF dG 1g Extensions Announcement description iri 256 character limit 0 characters Upload wav file optional D Announcement Name Description Type in a name up to 30 characters to make it easier to identify different announcements Announcement Description Use up to 256 characters to make a more detailed description of the announcement You may find it helpful to use the text spoken in the announcement Upload WAV file optional There are two ways to create a recorded announcement 1 Use your laptop or PC to record and edit an announcement and save it in standard Windows WAV or MP3 format Click Browse to find the recorded file so you can then upload it onto your Advanced Attendant 2 Use the Advanced Attendant telephone admin interface to record an announcement using your telephone Use the three digit number from the web interface to specify the announcement you re going to record You can upload recordings to the server in MP3 format or in most WAV formats If the file is in a WAV format the server doesn t support it will be rejected as soon as you upload it BT Hoste
46. he line password Calling Plan Go Current Plan BT Hosted VoIP 6 50 per month You can change the Calling Plan for this line Go Line name Geographic Number Change the line name Make phone calls from your PC plus instant messaging video calls and much more Set up features such as Find Me Follow Me which will ring several numbers both internal and external until the user is found call barring and call forwarding and others Go In addition to its 056 number this line can also have a geographic number i e one that begins with a UK area code Go PIN Advanced Attendant Change the line PIN A way of directing incoming calls to the appropriate person within your business Go Go Administrator privileges Caller Display Allow the user of this line to set up Call barring Hunt groups and Specify a number for your Calling Line Identity CLI for outgoing MADN calls on this line Go 05601294629 Calling features You may want to change line settings from time to time like when a member of staff leaves the company Clicking on the telephone number for each line will take you to the line settings page where you can view or edit Password Each line in the Business Group has a password that the Line User needs to log into the VoIP portal and manage their settings To change it just log in select the line you want to change and click Password Put in the new password and click Save Changes Line name If
47. ing code follow the voice prompts for further instructions Remove a Speed Calling code follow the voice prompts for further instructions Check whether your telephone is set up to support Speed Calling follow the voice prompts for further instructions Reminder calls Feature Access code Set up a reminder call Cancel all reminder calls Cancel one reminder call Check the reminder calls you have set up Set up a repeating reminder call Cancel all repeating reminder calls Cancel one repeating reminder call Check the repeating reminder calls you have set up Voicemail Feature Access code Retrieve your Voicemail messages 1571 Call barring Feature Access code Bar all calls except emergency calls Bar international national and mobile calls Bar international calls Bar operator calls Bar calls to access codes for setting up Call Services Bar calls to premium rate numbers Stop barring all calls except emergency calls 341 PIN Stop barring international national and mobile calls 342 PIN Stop barring international calls 343 PIN Stop barring operator calls 344 PIN Stop barring calls to access codes for setting up Call Services 345 PIN Stop barring calls to premium rate numbers 347 PIN Check which types of calls are currently barred for your telephone 34 BT Hosted VolP Enhanced User Manual February 2012 54
48. itions of contract Nothing in this publication forms any part of any contract British Telecommunications plc 2012 Registered office 81 Newgate Street London EC1A 7AJ Registered in England No 1800000 Printed in England Bringing it all together BTO IT e communications support 1063_HSTF_ VOIP_ENHNCD_GDE_AW v2 indd 56 17 02 2012 12 48
49. lets you reject calls from a list of up to ten numbers Feature Activate Do Not Disturb service O tQ ma O QJ O ct e TST O gt M 5 oOo e g Anonymous call rejection Anonymous call rejection lets you reject calls where the caller withholds their number Call rejection access codes To control call rejection use the following access codes Access code 261 Deactivate Do Not Disturb service 261 Check whether Do Not Disturb is activated 261 Reject anonymous calls 22148 Accept anonymous calls 22 4 Check whether your telephone is set to reject anonymous calls Set up Selective Call Rejection after entering the access code follow the voice prompts for further instructions BT Hosted VoIP Enhanced User Manual February 2012 227 43 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 43 17 02 2012 12 48 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 44 Manage your calling features from your phone Note Caller ID settings may be accessed and controlled by a line s user as well as a Line Administrator Note Speed Calling settings may be accessed and controlled by a line s user as well as a Line Administrator Priority Call Priority Call Access Codes Choose different ringtones for different callers For example have To set up different ringtones use the following code and one ringtone for personal calls and another for business
50. ll AAS FOF se isecsciecosecvcncueceisede eedeseosacesuecsucnoeeseecerecusseacuster 47 Includes how to change your password line name Last caller ID scccssscoccssccsccccscsccccscscceccccsssccsvascscesasecces 47 PIN administrator privilidges and Caller Display Advanced Gt terial secsc seste ses ivensscesatersetvcelenecenessveestewscaee 48 Managing line settings csscssccccsssssesccceceessescceeeeeeess 12 Includes ordering geographic numbers BT Office Communicator cccccccscccescccescccscccescceeees 50 Order a BT Falcon IP phone cccsssccssccsscccesccesccsscseees 13 P Call quality secocawascsenasedersasternee eteasesesseedneeessansoseanasesevesedsues 51 Includes how to order more lines and a BT Falcon IP phone Easy Attendant Advanced Attendant s ssesssessessresseessessees 14 Emergency COINS soseccwunceescadecsscecsheoceusccceussescenceuctcoceeveaacee 51 FOAtUIES ccccseccecccsccssccscessccescceceescceccesceeceescesscescesseesees 15 Help and support Manage your services l l Help and SUPDOrT susesosrscisereiiersissosiosordoserisnenisssesennii esea 52 Manage your calling features online PEE EENI NAI 17 TE N T E E tei MADN Multiple Appearance Directory Number 20 Other MADN SOINS scsscscuncsseastinnnaentnnunamncnitaaiedennnns 20 Appendix 1 PATE OrOUD a sscettae osesacotneareeapssecacanseteansatanpasegceensarsnecapatersess 21 Managing your Hunt Group c c sesscssessessessessesscsscsscsse
51. n in the Announcements page Managing extension name recordings Each extension is identified by its extension number as described in Advanced Attendant Extensions Testing menus Test your Advanced Attendant menus to make sure you re happy with them using your Falcon IP Phone BT Hosted VoIP Enhanced User Manual February 2012 Use the telephone keys to go through the menus just as you would if you dialled the Advanced Attendant number directly But instead of transferring or ending your call it returns you to the previous menu so you can continue testing To test your menus 1 Press 4 at the main menu 2 Type in the two digit number of the menu you want to test followed by the key 3 Go through the menu options until you get to where the call would normally be released or transferred You ll hear a series of tones and you ll be told what would happen in the real menu system at this point 4 You ll then return to the previous menu in case you want to continue testing from that point To stop the test simply end the call Changing the Administrator password To change the Administrator password press 5 at the main menu You ll be asked to type in a new four number password using 0 9 followed by the key You ll then be asked to type in the new password again followed by the key before returning to the main menu 49 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 49 17 02 2012 12 48 BT Office Communica
52. n screen i Auto Attendants E A 05601 294 601 EE Menus 2 sees Menu Assignments He Hours Holidays E Reports Extensions Auto Athendants in department 4719559 root Select the menu that will be used on holidays BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 35 Select the menu that will be used for calls made during business hours Select the menu that will be used for calls off business hours Account Information Menu Assignments 11 busy 11 busy 35 17 02 2012 12 48 Other services Hours Holidays To set your business hours and holidays click Hours Holidays in the menu 34 Auto Attendants Et Ay 05601 294 601 E 1 l Amnouncements Holiday Date Assignment Auto Attendants in department 4719559 root FI Menus 2 on Menu Assignments _ BG HoursiHiolitiews Calendar Year ORE i Business Hours BEES Sie Click on the days to select or de select holidays Extensions January 2011 February 2011 March 2011 Su Mo Tu We Th Fr S5a Su Mo Tu We Th Fr Sa Su Mo Tu We Th Fr Sa 1 234s 2 3 4 selz le le 7z lel 9 10 11 12 9 10 11 12 13 14 15 BEE 16 17 18 19 16 17 18 19 20 21 22 20 21 22 23 24 25 26 23 24 25 26 27 28 29 27 28 1234S 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 2728 29 30 31 Holidays Click Holidays to s
53. nage online yes individual lines PIN change Change the PIN that gives you secure access to some services You ll find your PIN number in the first order confirmation email we sent you Call waiting Tells you there s a caller on the line and lets you to switch between calls Call waiting ring back Reminder call alarm call If you hang up while two callers are on the line your phone will ring you back and connect you to the waiting caller Get a call at a time you set and hear a message when you answer yes individual lines Priority call Choose different ringtones for different callers yes individual lines Speed calling A quick way to dial the numbers you call most yes individual lines Call transfer Transfer a call to another extension or to an external number no Short codes Short codes let people dial frequently used numbers quickly using a three digit number starting with 3 yes individual lines Call Pickup Groups Answer a call to another extension from your own phone yes Easy Attendant Advanced Attendant Direct incoming calls to the right person or department in your business Advanced Attendant is an optional more sophisticated version of Easy Attendant and it costs extra Music On Hold Play music to people when they re on hold or in a queue BT Hosted VoIP Enhanced User Manual February 2012 106
54. nager Contact List RE Contacts amp Groups Welcome to the Contact List Contacts individual lines only A bit more about Call forwarding e Contact List lets you store contact information including You can have up to ten numbers on the Selective call names and telephone numbers forward list If you try to add any more you ll see Call e Speed dials shows existing speed dial numbers and lets rejection number is invalid on the display you set up new ones f you try forwarding a call to the same number you are g y setting up the Call forwarding from you ll see Forwarding to numbers must be entered as you would dial them from your phone They must only contain digits and be at most e Short codes shows the short codes 32 digits long e Extensions shows all the lines and extensions in the Business Group Please note you cannot set up call forwarding on your line if call barring is already active on the line as the call barring e Summary a summary of the services you have set up prevents calls from being made to that type of number e Forwarding lets you forward calls immediately or when busy no answer Also lets you forward calls from selected callers and change where calls are directed to Call Manager BT Hosted VoIP Enhanced User Manual February 2012 18 106
55. nes are supplied pre configured for the specific telephone number they are used with Just tell us how many you d like for the calling plans you ve ordered You may have up to 2 BT Falcon IP phones for each of your lines Please note within these pages you can only order up to a maximum of 7 BT Falcon phones and 7 FS108 Ethernet switches within any 60 day period To order more than 7 lines or switches or for further information call 0800 389 8716 or contact your BT Account Manager Order IP Phones Total How many IP phones would you like to order 0 You can order up to 2 phones per line Total IP phones Oo BT Hosted VoIP Enhanced User Manual February 2012 13 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 13 17 02 2012 12 48 Manage your lines BT Falcon Mk2 IP phone This high quality cost effective IP phone is perfect for use with BT Hosted VoIP It comes with lots of useful features including 6 line LCD display integrated 2 port 10 100 Ethernet switch headset port hands free and several power options over Ethernet 802 3af and external power supply adaptor Easy Attendant Advanced Attendant Easy Attendant is available within tariff and lets you direct To order either Easy Attendant or Advanced Attendant go to the incoming calls to the right individual or department within your Add or Activate Services tab and follow the instructions business by using Voice menus Advanced Attendant offers more feat
56. osted VoIP contract on or after 26 October 2009 If you want to upgrade your contract so that you can take Easy Attendant please contact the VoIP Technical Helpdesk on 0800 1691146 With Easy Attendant you can set up menu options for your customers so their call can be easily routed to the right place in your business i e Press 1 for Sales press 2 for Accounts etc It is included in the tariff and has the following features which can be tailored to suit your needs e Asingle menu with up to nine options and announcements such as For x press 1 for y press 2 etc e Dial by extension or name directory with spoken name confirmation e Automatic call answering e Menus and announcements for out of hours and holidays e Transfer to extension phone number or mailbox e Record an announcement using a PC microphone only To order Easy Attendant go to Easy Attendant Advanced Attendant in the Add or Activate Services tab and follow the instructions To manage Easy Attendant go to the Manage My Services tab and click on the Easy Attendant line Advanced Attendant has more features than Easy Attendant and costs extra BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 26 You are in Manage services gt Manage my services gt Lines 6 Need Help d Rate this page a Take a tour Add or activate services Manage my services Lines mm ee a eee es Man
57. our clock format The table below will help you convert to 24 hour clock For example if the business is open from 8 30am to 5 15pm type 08 30 in Start Time and 17 15 in End Time If the business is open 24 hours type 24 00 in End Time for one day and 00 00 in Start Time for the next day For non business days leave both fields blank For example if the business isn t open on Sundays leave Start Time and End Time blank under Sun When you ve finished click Save next to the field you have changed to update the Advanced Attendant If you don t want to save your changes click on any entry other than Save Reports Advanced Attendant can show you the menu structure you have set up and the recordings you have created so you can check to make sure everything is configured correctly Click Reports in the menu Below this click on e Layout Diagram to see a summary of the menu structure e Recording Report to see a summary of the recordings you have created Layout diagram This diagram shows you the call flow for the Advanced Attendant e The shapes on the left of the diagram represent business hours out of hours and holidays e The shapes in the centre of the diagram represent the menus used at these times e An arrow from each menu shows the key press for the options in the menu and leads to a box showing the action taken for that option e The number of calls that have passed through
58. r When the pilot number is called the process is the same as with Linear When a busy Hunt Group line is dialled directly and line hunting is set up for direct dialled calls hunting starts with the next line in the list and continues to the end of the list until a non busy line is found Instead of stopping once the end of the list is reached hunting continues from the beginning of the list until it reaches the dialled Hunt Group line Uniform Round Robin If a pilot number is called hunting starts with the first line after the one selected by the previous hunt When the end of the list is reached hunting continues from the beginning of the list until it reaches the number it started with If a busy Hunt Group line is dialled directly the process is the same as with Circular hunting Uniform Longest idle If a pilot number is called or a busy Hunt Group line is dialled directly hunting starts with the Hunt Group line that has been idle the longest 23 17 02 2012 12 48 Manage your services Call Pickup Groups With a Call Pickup Group if someone s phone rings while they can t answer it anyone else in the group can take the call for them using their own phone Managing Call Pickup Groups Call Pickup Groups can only be managed by the Account Administrator or a Line User with Administrator privileges Use the Call Pickup Groups section to manage settings Click on the icon in the far right column to se
59. r Extension Name O 05601182589 204 Richard Jones O 05601182590 205 Line 1 BT Hosted VolP Enhanced User Manual February 2012 1063_HSTF_ VOIP_ENHNCD_GDE_AW v2 indd 20 20 17 02 2012 12 48 Manage your services MADN Lines tab this lets you add or remove lines from the MADN An individual line can only be in one MADN at a time Hunt Group BT Hosted VoIP comes with one Hunt Group You can order more if needed for an additional charge Other settings tab this shows you how to limit the number of calls to the MADN Up to 20 calls can be in a Hunt Group queue at one time With a Hunt Group incoming calls are directed to the first available line from an ordered list of numbers depending on which line was the last to complete a call 05678 123456 Hunt Group Pilot Number so aa m Pa SS Pa SS L x L AS 1 1 NX 7 I 1 hk B Re F SE To SE NP EE l s l E om Brag om Brag Beg om esq om Au D lt D mara ED 0 ae o sp c E P B c E P B c E E B c d P
60. r out of hours and holidays although these can share the same menu if you don t need different options at different times If an initial menu option gives users more options you need another menu to let them know what those options are Even if callers just hear an announcement and don t have any options to choose from you still need to create a menu to define this operation See Timeout Period below for more details Click on the Menus entry to define each menu 1 Auto Attendants Ay 05601 294 601 Menus _ gi Announcements Auto Attendants in department 4719559 root ban Menu Assignments aS Hours Holidays Menu Name Please provide a unique name for all your menus The first group of fields in the Menus page provides an overall summary of the menu 2 Menu Description 256 character limit Describe how this menu differs from others that can use the same announcement 0 characters Announcement Choose the announcement to be played Timeout Period Wait up to seconds for key press Field Description MenuName Type in a name up to 30 characters to make it easier to identify different menus Menu Description Use up to 256 characters to make a more detailed description of the menu Announcement The announcement callers will hear for this menu Click to select from the announcements you ve already made Timeout Period The number of seconds Advance
61. res from your phone Calling Features Hosted VolP lets you set up and manage a number of calling features for each line BT Call Minder for Business VoIP BT Call Minder for Business VoIP is a personalised voicemail You can specify how long a caller has to wait before being service that enables you to record your own greeting and transferred to voicemail access your voicemail remotely Voicemail Access Code With the voicemail service unanswered incoming calls will be forwarded to voicemail so the caller can leave a message The BT Hosted VoIP Call Minder service does not currently support a message waiting indicator To listen to a line s voicemail messages from its telephone use this code and follow the instructions Feature Access code Retrieve your Voicemail messages 1571 Getting Started e Dial 1571 to access Call Minder e The first time you dial in you ll need to set a 4 digit PIN e Follow the instructions e Press 9 for Help e Press to go back to the previous instruction Your personalised greeting e When your phone is busy Call Minder answers with your personal message asking callers to leave a voicemail message for you Listening to saving and deleting messages e Your personal message can be up to one minute long e f you record your own message remember that Call Minder takes calls when you re on the phone as well as when you re out or don t answer e Remember to press 2 to s
62. seo 294601 H ia 29 17 02 2012 12 48 Other services B Ag 05601 294 601 cf 5 Hours Holidays E o Reports Figure 1 Advanced Attendant menu tree BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 30 The menu on the left shows each Advanced Attendant in your Business Group or department Click on the symbol next to an Advanced Attendant number to show the following options for managing the service a Menu Assignments Specify which menu is used for regular business hours out of hours and holidays 5 Hours Holidays Specify your normal business hours and holiday dates Announcements Specify the announcements made by this Advanced Attendant Reports Create reports that show how the Advanced Attendant is set up gl Menus Specify the menus used by this Advanced Attendant n Layout Diagram shows the menu structure of your Advanced Attendant highlighting the different paths through the menus and how many times each path has been followed Recording Report shows the recordings included in your Advanced Attendant and highlights any missing recordings i Extensions a list of extension numbers available to a Business Group A call to an Advanced Attendant can be routed to any of these numbers by the Advanced Attendant s menus 30 17 02 2012 12 48 Other services Account Information Account Information lets you manage
63. sscsecaees 9 aoea Atos Codo emcee 53 Call Pickup Groups sisstsrisesvernistiass iness iEr ss Eiti EEVEE Sia 24 Call Pickup Access CO SS escaccaresscerisrantateiivnectnaatenctiiueen 24 Appendix 2 Assignment of phone numbers to lineS cccccsseesseeeees 55 Other services VO OSS socre ae E 25 EXTENSIONS eerren ra EEEE 25 Misc SOU IOS eo 25 Easy AUT CGI pvasticessstivedsinesvesedstvacniastvessecteasubesubesuvatastoneeses 26 Advanced Attendant cescecscccaduccnssnncuassdedsscdevasscteatacudesiioaendes 29 Account Information ssssincnssasecswaseoeievevsossdonsodsecasaanbecssseoeseceseebeonnsdensecuses 31 Announcements and Recording AnnounceMments ccccccccceceeseeeeees 32 Menus cz siev siete ancausichosatenaca ie nbnetsnvdansstantanset sane nuneanee sndeuntantseanteasersvehnnuens 34 Menu Assignments scsssesceeccccceessscececcceeeeesececcecceeeeeseeeccsecseeenseeees 35 PODON oaa E A bacssacgicssiaunns 37 EX TORISIONS sarreraren nean OEE AAEE EEEE 38 MEC On ON aee EE AEEA 39 BT Hosted VolP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 3 17 02 2012 12 48 Getting started 1 Getting started Your BT Falcon Mk 2 IP pack contains e BT Falcon phone e BT Falcon User Guide e Ethernet cable e Power supply Please ensure that you have a broadband connection on your BT Business Hub 2 Plug in handset Plug your handset into the BT Falcon phone in the bottom socket l
64. sted VoIP comes with one MADN line You can order more if needed for an additional charge When someone calls this number all the available lines in the MADN ring until someone answers the call This feature is perfect for something like a sales desk where you never want a call to go unanswered 05671123456 MADN number Pid nl o l A MADN can have a maximum of 20 lines and up to 20 calls can be queued against a MADN at one time In the example shown below an incoming call is directed to Lines 1 2 and 3 which all ring at the same time until someone answers _ NIZ 7 Xl f a on i N aa a N N N e N N ae E a ca aB a B az ED D D D d E GE c E dE c a GE c d E B d E GE G ap on ap an co an an op an ae GD Cii a Line 1 Line 2 Line 3 Line 4 Line 5 Other MADN settings Manage My Services John Smith MADN 05601182585 Weise Other Settings For more information about changing MADN settings go to Manage my services click MADNs in the left hand menu and then click the following icon to bring up the screen below oJ O Telephone Numbe
65. strator Only These settings can only be managed by the Account Administrator who must log in using their Administrator password Managing line settings To give someone else Administrator privileges the Account Administrator just logs in opens the Line Settings page for the chosen person s line and clicks Administrator Privileges You then tick the box for Administrator privileges and click Continue You can untick the box anytime to remove the privileges Calling Features takes you to Manage My Services where you can set up features like Find me follow me Call barring and Call forwarding Assignment tells you whether the line is a user line MADN or Hunt Group Calling plan shows you the pricing schedule for this line Geographic Number displays the Geographic Number for this line if there is one You can also order new Geographic numbers from here Advanced Attendant is a way of directing incoming calls to the right person This feature costs extra Caller Display lets you choose what people see in their Caller Display when you call them They ll see your 056 number unless you choose to display your Geographic Number if you have one Simply choose a number from the drop down box which contains all the telephone numbers associated with your Business Group Adding a Geographic Number to a line As well as an 056 number each of your lines including the MADN and the Hunt Group can have a Geogr
66. t to forward all calls 21 Forward calls when busy if they come in while you are on another call 67 nnnnnn Stop forwarding calls when busy 6 Check whether your telephone is set to forward calls when busy 6 Forward calls on no reply if you do not answer them 61 nnnnnn Stop forwarding calls on no reply 614 Check whether your telephone is set to forward calls on no reply Selective call forwarding Feature Set up Selective call forwarding Find me follow me Feature Activate Find me follow me service 61 Access code 14256 Access code Deactivate Find me follow me service Call rejection Feature Activate Do Not Disturb service Access code 261 Deactivate Do Not Disturb service 261 Check whether Do Not Disturb is activated 261 Reject anonymous calls 22 4 Accept anonymous calls 22 Check whether your telephone is set to reject anonymous calls 227 Set up Selective Call Rejection after entering the access code follow the voice prompts for further instructions BT Hosted VolP Enhanced User Manual February 2012 1063_HSTF_ VOIP_ENHNCD_GDE_AW v2 indd 53 14258 53 17 02 2012 12 48 Appendix Speed calling Feature Access code Speed Calling access code dial this code followed by the Speed Calling code for the number you want to call Set up a Speed Call
67. tension in the menu to see its details Field Description First Name This is the name associated with an extension It can be the user s first name or last name or a title Laeta like Manager or Customer Service e The extension user sets up the name in the Manage My Services section The content up to the first space will be the first name The remaining content will be the last name e The name is sent to Advanced Attendant automatically But because the Business Group configuration updates itself every four hours there may be a delay before you see the new name If the user changes a name you ll need to re record it as described in the Upload sound file field below Extension The extension number is shown for information only you can t change it Upload sound file To enable people to call this extension using dial by name you ll need a recording of the extension optional name There are two ways to do this 1 Use your laptop or PC to record and edit an announcement and save it in standard Windows WAV or MP3 format Click Browse to find the recorded file so you can then upload it using the Advanced Attendant s Business Group web interface 2 Use the Advanced Attendant telephone admin interface to record an announcement using your telephone If you re happy with the changes you ve made click Save If you don t want to save your changes click on any entry other than Save BT Hoste
68. the Security section of the Add or Activate services On the VoIP Portal login page click Forgotten your tab and you ll be able to change the following password You ll have to answer the password reminder Administrator password the password you use when question you set up when you ordered Get it right and you logging in ea e a eM COA E AE AASEN Password reminder question the question you need to If you re a Line User answer if you forget your Administrator password Administrator contact details the email address and phone numbers you use for correspondence and calls about your BT Hosted VoIP account Line Users have to contact their Administrator who ll either look up their current password or set up a new one for them see page 11 BT Hosted VoIP Enhanced User Manual February 2012 8 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 8 17 02 2012 12 48 Setting up your Hosted VoIP Service Using the Add or Activate services section of the VoIP portal Account Administrator only The Add or Activate Services section is where the Account Administrator can add lines order features manage the security settings and more Administration Overview You can access the areas of the Add or Activate services section through the menu on the left of the screen or by using the Administration overview section trot i Administration overview io kaans Administration overview so m A Your
69. time Selective call Create a list of numbers that you don t want to get calls from This yes individual line yes rejection should not be used if MADN or Hunt Group queuing is enabled MADN amp Hunt Group Pilot Anonymous Reject all calls where the caller has actively withheld their number yes individual line yes call rejection This should not be used if MADN or Hunt Group queuing is enabled MADN amp Hunt Group Pilot Three way Call someone else during a call so they can join in no yes calling Withold my If you dial 141 before a number the person you re calling can t see yes individual line yes number your number Last caller Dial 1471 to find out the number of the last person who called no yes display 1471 Last caller Dial 14713 to ring back the last person who called no yes display return 14713 Call Minder for All unanswered calls will be picked up by the Call Minder for Business no yes Business VoIP VoIP voicemail service You can have a personalised greeting and can pick up messages when you re out and about If they re switched on features like Call Waiting and Call Forward will override BT Call Minder for Business VoIP if busy BT Hosted VoIP Enhanced User Manual February 2012 15 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 15 17 02 2012 12 48 Manage your lines Call Feature Outgoing call barring features Description Stop your line from making calls to certain types of numbers Ma
70. tional national and mobile calls 342 PIN Stop barring international calls 343 PIN Stop barring operator calls 344 PIN Stop barring calls to access codes for setting up Call Services 345 PIN Stop barring calls to premium rate numbers 347 PIN Check which types of calls are currently barred for your telephone 34 Reminder Calls Reminder Call Access Codes You can set the telephone to ring at a particular time to help To set up reminder calls use these codes and follow remember appointments for example the instructions Feature Set up a reminder call Access code Cancel all reminder calls Cancel one reminder call Check the reminder calls you have set up Set up a repeating reminder call Cancel all repeating reminder calls Cancel one repeating reminder call Check the repeating reminder calls you have set up BT Hosted VolP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 45 45 17 02 2012 12 48 Manage your calling features from your phone Call Waiting Call waiting lets you know that someone else is calling you when you re already on the phone When this happens you ll hear the Call waiting tone while the waiting caller will be told that you re on the phone but you know they are waiting Press Recall on your phone to put the first caller on hold while you talk to the second caller To s
71. tor BT Office Communicator BT Office Communicator is a softphone that is FREE to download and gives you FREE calls to other Office Communicator users Calls to other numbers will be charged at the call rate for the call package that you have on your line With BT Office Communicator you can take your line and calling rates anywhere Added to your Display your presence and availability BT Office Communicator 056031278162 Chat with i Instant Ne View Contacts Messenger Available Make a video call ____ J Please enter phone numbzr Microphone Q volume level 2 Call Options a P on 4 na 5 uno 6 pors I Tu 8 waz 9 Actions Hosted VoIP account it provides you with useful features like instant messaging and video calls all through your PC Start using BT Office Communicator by logging in to the VoIP portal and clicking on BT Office Communicator to download and install A full user guide is available online at www bt com business help btocuserguide S626 a Voice messages Kai 7 Help Make a call Speaker headphones volume Manage your contacts Redial 0 E Clear Find a person or business in the Contacts phone directory Meet Me BS ie Find a number gt History Promote your business for FREE History of BT Tradespace Business a6 outgoing BTe BT Office Communicator BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP
72. ual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 22 22 17 02 2012 12 48 Manage your services Hunt Group pilots You can set up call forwarding and call rejection for the Hunt Group pilot number Hunt Group lines You can change the order that lines in the Hunt Group are called by using the buttons on the end of each row You can also add or remove lines in the Hunt Group Settings You can rename the Hunt Group and decide whether lines can log in out of the Hunt Group You can also see how calls are directed in your Hunt Group and the queue length There are four ways to choose which non busy line in the Hunt Group will get a call The default setting is Uniform Round Robin Please contact us if you would like to change it to one of the other options Linear When the pilot number is called hunting starts with the first line in the Hunt Group and continues through the list in order until a non busy line is found This means most calls will be received by the 1st extensions When a busy Hunt Group line is dialled directly and line hunting is set up for direct dialled calls hunting starts with the next line in the list and continues to the end of the list until a non busy line is found If no lines are free to take a call then the hunting does not start again from the beginning of the list BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 23 Circula
73. ures but it costs extra Advanced Attendant Easy Attendant Please select an option CO Order Advanced Attendant Activate Easy Attendant BT Hosted VoIP Enhanced User Manual February 2012 14 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 14 17 02 2012 12 48 Manage your lines Features Manage my services calling features The table below shows which features are managed using your VoIP portal and which ones are managed using your phone Call feature Description Manage online Call forwarding Forward incoming calls to a different number when your line is yes individual line when busy engaged MADN amp Hunt Group Pilot Delayed call Forward incoming calls to a different number if the call isn t yes individual line forwarding answered within 15 seconds MADN amp Hunt Group Pilot Immediate Call Forward all incoming calls to a different number without the phone yes individual line forwarding ringing MADN amp Hunt Group Pilot Selective call Forward incoming calls from selected calling numbers other call yes individual line forwarding forwarding options can affect this MADN amp Hunt Group Pilot Find me With Find me follow me unanswered calls are redirected to a list of yes individual lines follow me numbers set by the user The numbers will be called in the order set by the user Numbers ranked the same in the list will ring at the same
74. who the last person to call you was and call them back You can erase the records of recent incoming and outgoing calls so Last Caller ID Access Codes To find out the most recent incoming call to your phone or to return the call use these codes Feature Last Caller ID to hear a voice announcement of the last caller s number 3 If this is a consultation transfer wait until the call is answered 4 When the new person agrees to accept the call press the option key to complete the transfer If the new person does not answer or does not want to accept the call press the option key to return to the original caller 5 You will then be placed on hold and should hang up people using your phone won t know what calls have been made You cannot return the call if the caller s number is unavailable Access code Call Return to return the call after hearing the Last Caller ID announcement Last Caller ID Return to return the call without the voice announcement Last Caller ID Erasure to remove the records of recent calls BT Hosted VoIP Enhanced User Manual February 2012 1063_HSTF_VOIP_ENHNCD_GDE_AW v2 indd 47 47 17 02 2012 12 48 Manage your calling features from your phone Advanced Attendant An Administrator can dial 0800 345 7986 to manage the Advanced Attendant system from a telephone You ll need to know the line s directory number and password This lets you e Switch the
75. witch between the two callers just press Recall again If you hang up while a caller is on hold your telephone will ring immediately When you pick it up you will be connected to the caller you left on hold Call Waiting Access Codes Before using Call waiting on the BT Falcon IP phone you need to configure it using the phone s options menu To manage Call waiting use these codes Feature Use Call Waiting If the caller hangs up while on hold when you reconnect to the call you will receive an announcement saying The other person has hung up If a caller hangs up while you have another call waiting you will be connected to the other caller automatically You can cancel Call waiting for one call by dialling a code before making that call You might want to do this before making an important call during which you don t want to be disturbed We recommend that lines belonging to Hunt Groups should disable Call waiting Access code Stop using Call Waiting Check whether your telephone is set up to use Call Waiting Three Way Calling With Three way calling you can put one caller on hold dial another caller s number and then link the calls together so all three people can talk at the same time To set up a Three way call for an analogue phone Broadband Voice customers only 1 Tell the first caller that you are putting the call on hold 2 Press Recall on your telephone 3 Dial th

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