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User Manual - Digitel Systems

1. Hang up 3 Entera Name Description and Maximum Hold Time for the new queue define forwarding rules for the queue including Call Back To External Number Fax to Email Feature automatic Fixed SIP Address and Hunt Group 4 click MAD The new Oueue is added to your account Remote Accessing the System A Remote Access account allows you to call into the system and then to make calls out This takes one of three forms A Public number that you call and a menu then asks you for a number to call This is the most common use for remote access if in doubt use this type The system calls you back You dial the remote access number from the number specified and hang up once you hear it ring The system will then call you at the number specified Once you answer you are asked for a number to call The system directly calls the number you dialed after stripping off the authentication prefix This type is only used to accept outbound calls from customers SIP devices that cannot use normal SIP authentication In this case the device can add a secret prefix to the called number This option is usually not relevant For the procedure for creating a Remote Access account see Disposable Numbers Quick Start Manual Adding a New Telephone Telephone accounts allow you to register an SIP telephone on the system and to make and receive calls To add a new Telephone 1 Goto Features Telephone Lines The
2. Revised 3 2011 Contents INER O DUCE KONDE to hato eek calc roa E dla de TA o ANNA o o e to da eS Understanding ihe Works cir rain 3 EEES a o SL KU O a A aaa tut 4 BOS aa si E ney stacey aaa diane Laia a a aaa none aaa aa aaa ia a sane ueasaeeavackasert 4 Recording Calls on the SySt ccccccsssscccccessseccccesesscceseeesecesaeseeceseeceeseeeeeeeeseeaeeeesssaaseeeesuaaeseesseees 5 setine UB Classes OL Servicos isaste a aiamaa etiam avata aaa Tn ioi niania 6 Setting up Conference Cali 7 SEEMS un Feature COGES naaa 8 Setting up Hunt GrOUPS cccoocccnccccnccnncnnnonnnncnnnononononnncnnnnononnnnnrnnnnnnnnnnns seres Geeeeeeeseeeeeeeeneeesaeeseeceneeeteeeees 9 A ii i anne T E 10 Setting up Mailboxes SM MMM Mmmm mmm AMD i 10 Adding Deleting PeopletUsel Jag aimamisi mm ink ee N 11 Setting up PICKUP Groups rnvvvenennnnnoenennnnonnennnneneen nene saaeeeessaesecessaeaseeessuaaeeessaaneseeees 13 Setting Up Publie NUMOCIS caia ae aaa 14 SeN Up A X QUE ao 15 Remote Accessing the System nennnennennenennnen nn nnnnenn EEEE TTEN R 16 Adding a New Telephon Ciscssasachessadeaysanedesantnauspansace sac tuses kaa sake v ad aaraa venient dasvenect aaa iiei 16 Aadne a TIME GO D ri tran 18 SETTING S AEE a M ANE mrs ren AT ara eemalda ea ie ede tran Ga in 19 o Pen eee O A EA eee eee ere 19 Editine Customer SENOS anno 2 a 19 Edite Payment SEIS Soda 21 RESORTS A A Y A A a ee a 22 VIOWwWINE REPOT ent
3. Name Description Owner No owner Ring each level for 10 seconds Level order Linear Always start at 1 Record group No record group While ringing Play ringing Music on hold Default Screen calls 3 Enter the following A name for the Hunt Group How long each level rings for The Hunt Group type which controls the order the levels are rung in The record group if you have any Add the destination to route calls to this hunt group to if none of the levels that you will define below answer 4 Click the Save link The new Hunt Group is saved 5 Return to the list of Hunt Groups and select the Hunt Group you have just created Click the Add a destination link Choose the level and destination Optional Repeat for other destinations as desired Setting up IVR Menus IVR menus present a menu to callers and invite them to press a key It then forwards them to the destination you set for the key Destinations can be other IVR menus thereby allowing multiple levels of menu For the procedure for setting up IVR menus see Virtual Switchboard Quick Start Setting up Mailboxes To set up a new a new mailbox 1 Goto Features Mailboxes 2 The New Mailbox dialog opens New mailbox Mailbox settings Mailbox number Description Owner Noowner Voicemail menu Play time message was left Play callerid Play duration Time zone PIN PIN repe
4. Country Email address Separate addresses with spaces Telephone 2 Enter a Primary Contact Tax Reference Number and Invoice Currency Optional 3 Enter Low Balance actions Email when balance drops below and Demo Customer Custom Settings 41624817 4162 47 91 2010 09 01 00 00 00 DemoUser DigitelVoice com v m o Region 05 00 USA and Canada Eastern North America AF Last name first name Play error message then hang up United States of America Jacob DigitelVoice com Automatically top up balance when this happens by 4 Enter Billing Address in the fields provided 5 click Mc The edited customer settings are saved Editing Payment Settings To edit your payment settings 1 Goto Settings Payment The Edit Your Payment Details screen opens Payment settings Credit card details Credit card type Mastercard Name on credit card Credit card number Card expires 01 Y 2010 w Yerification number 2 Enter Credit Card Details in the fields provided Credit card type Name on credit card Credit card number Card expires and Verification number 3 click ADAN The edited payment details are saved to the Reseller user account Reports Viewing Reports The user is provided with a number of preset reports To view reports 1 Goto Reports The List of Reports opens Active calls Call history Commerce Customers Invo
5. Goto Features People The People screen opens displaying a list of people currently defined in your user account People DemoUser Digitel Voice com Demo User Switch Joe Smith Joe Smith Switch a Mary Smith Mary Smith Switch Select all Delete selected Delete selected and their features New gt 2 Select the Person s you wish to delete 3 Click MEES 4 The selected Person s are deleted from your user account To edit a Person 1 Open the People list 2 Click on the name of the Person whose account you wish to edit 3 Edit the details in the fields provided 4 Chick A The edited details for the Person are stored Setting up Pickup Groups What is a pickup group If a telephone is ringing other telephones in the same pickup group may call a feature code by default which intercepts the call and brings it to them Telephones may be in more than one pickup group and may pick up any ringing telephone in any group they belong to To add a new Pickup Group 1 Goto Features Pickup Groups 2 The New Pickup Group screen opens New pickup group Name Description 3 Enter a Name and Description for the new Pickup Group 4 Clicr MAA The new Pickup Group is added Setting up Public Numbers Public numbers also known as DIDs or DDIs are normal telephone numbers that external callers can use to call into the system from the PSTN Public Switched Telephone Network For th
6. Reseller main workspace Add user Alerts Call recording Classes of service Conferences Feature codes Feature prefixes Hunt groups Import IVR menus Mailboxes Numbers People Page groups Pattern menus Pickup groups Queues Remote access Sound files Telephone lines Times and dates Recording Calls on the System To record a Call on the system 1 Goto Features Call Recording 2 Click The New Record Group dialog appears New record group Name Description Record calls in Yes Record calls out Yes Percentage of calls to record 100 All calls Default expiry time days 3 Name the group fill in the fields and save Note In some features of the system such as Public Numbers and Telephones there is a field to designate a Record group Once you pick a group all the calls on that Telephone for example will be recorded based on the parameters you have set up for the recording group Recorded calls are saved on the system If you go again to Features Call recording you can click on the Recordings link to the right and see the list of your recordings sort listen and download them One convenient way of recording calls is to set up a Remote Access account see below and then add a Recording group to the Remote Access account That way you can call into the system from any phone get a dial tone make a call and the call is recorded This is great for people on the
7. and I Rs Force caller name Force hangup after minutes No limit Record group No record group Music on hold Default PIN Digits only PIN repeat Must be the same as the above PIN Temporary routing Destination Normal Number Default destination for calls to this feature code Ask web URL Call back to Conference External number O Fax to email Separate addresses with spaces Fax to mailbox Feature Congestion tone Feature code Fixed SIP address Hunt group IYR menu Yoicemail mailbox 3 Give the feature a code with an asterisk such as 770 Select from the menus what you want as the default destination for the feature code Asa default all systems have these Feature codes activated they do not appear on the list on the web interface a 1 Voicemail direct access a 2 Voicemail login a 3 Conference login a 4 Auto attendant 5 Number routing menu m Group pickup 4 Click Setting up Hunt Groups Hunt Groups allow more than one destination to ring at once Within a Hunt Group destinations are arranged into levels All destinations within a level are rung at once If none answer they stop ringing and all destinations in the next level are rung and so on To set up a Hunt group 1 Goto Features Hunt groups The New Hunt Group dialog opens New hunt group Hunt group
8. New Telephone screen opens New telephone line Account Telephone number and username Description MAC address Only allow from source IP address Create feature code Owner Password Password repeat Must be the same as the above password Features Dial plan Rate plan for outbound calls Class of service Message waiting light uses mailbox Also used for direct voicemail access Record group Music on hold Forward all calls to If unregistered forward to Not used in hunt groups Do not disturb Calls without callerid Screen calls Allow callers to enter this telephone in attendant and I Rs Callerid on internal calls Callerid on external calls Force caller name Ring for On refusal busy or no answer forward to rs amp sk web URL O Call back to O Conference O External number O Fax to email Separate addresses with spaces O Fax to mailbox Feature O Feature code O Fixed SIP address O Hunt group O IYR menu Yoicemail mailbox 41621459 No owner Default Default No class of service None No record group Default Accept calls Accept calls No Yes Same as username Withheld 15 seconds Congestion tone Enter a Telephone number and username Description Owner and Telephone Password define features for the new telephone including Class of Service Forwarding Do
9. Not Disturb Calls Without Caller ID Caller ID on Internal Calls Caller ID on External Calls lotum Accounts Ring for seconds choose to Add or not to add a Mailbox for the new Telephone The new Telephone is added Adding a Time Group Time Groups allow public numbers and feature codes to be routed to different destinations at different times of the day or days of the week To add a new Time Group 1 Goto Features Times and Dates 2 Chick MILAN The New Time Group screen opens New time group Name Description Priority 1 lowest 3 Enter a Name Description and Priority for the new Time Group 4 click Mil The new Time Group is added Settings Settings Users are able to set up global commercial settings via the functions contained in the Settings menu Commerce Customer Payment Editing Customer Settings To edit your customer settings 1 Goto Settings Customer The Customer Settings screen appears Customer settings Your customer name Your rate plan Account number Prefix Balance Paid until Billing contact Tax reference number Region Time zone Default dial plan Default music Dial by name order When a call fails Low balance Email when balance drops below Automatically top up balance when this happens Billing address Address line 1 Address line 2 Address line 3 City or town State or province Post or zip code
10. at Must be the same asthe above PIN Notification of new messages Notify by calling Notify by email Notify backup email addresses Separate addresses with spaces Attach wav file to backup email addresses Notify by SMS Ask web URL Call back to Conference External number Fax to email Separate addresses with spaces Fax to mailbox Feature Feature code Fixed SIP address Hunt group IYR menu Yoicemail mailbox 3 Enter the Mailbox number description owner and PIN a cick MAN 5 The new Mailbox is saved to the reseller user account Adding Deleting People Users To add a new Person 1 Goto Features People 2 The New Person dialog opens New person Username Description Role Title First name Last name Company Email address Separate addresses with spaces Main telephone number Internal extension Required for dial by name Fax number Mobile phone number Country United States of America Date format MM DD YY Time format 12 hour clock Time zone Default Password Password repeat Must be the same as the above password 3 Enter the required information in the fields provided Note Most of the fields are self explanatory The Customer pull down list includes User ID numbers currently assigned in the system 4 Click ADA 5 The new Person is saved To delete a Person 1
11. e procedure for setting up Public Numbers see Disposable Numbers Quick Start Manual Setting up a Queue Queues allow more callers than available destinations Callers hear music on hold until a destination is free to take their call To add a new Queue 1 Goto Features Queues The New Queue screen opens New queue Name Description Owner Priority Calls on high priority gueues are delivered first Destination priority order Destination order within priorities Ring destinations for Includes call screening menu set to at least 20 seconds if using screening Retry destinations every Screen calls Record group Music on hold Play position in queue Play position before entering queue Play position every Wrap up time Exit queue when There are already calls in the queue Maximum hold time is reached No destinations are available on entering queue No owner 1 lowest Linear Always start at highest Ring least recently called first 15 seconds 1 minute No No record group Default No No 1 minute 0 seconds No limit No limit Yes Callers may also exit the queue by pressing Destination to exit to O Ask web URL O Call back to O Conference External number O O Fax to email Separate addresses with spaces Fax to mailbox Feature Feature code Fixed SIP address Hunt group IYR menu Yoicemail mailbox
12. eat 1 Withheld Notify the following when the conference starts Telephone number W Telephone number W Telephone number W Telephone number W Telephone number W Telephone number Y Telephone number W Telephone number W Telephone number W Telephone number W PINs are found in the top half of the screen Note You can require PINs for every participant however you must have a PIN for at least one participant Inthe bottom half of the page you can set the system to dial people when the conference is scheduled to start 3 Select a Public Number for more details on setting up a public number see below 4 Click the Public Number and go to the Default routing menu 5 Inthe Features field choose the Conference login Now anyone who dials that Public Number will be prompted to login to a conference Give all participants the Conference code so they can login In this way you can use a single access number for all conferences 6 Click Setting up Feature Codes Feature Codes are shortcuts that are specific to your users and let them access features easily such as voicemail To set up a new Feature Code shortcut 1 Goto Features Feature Codes The New Feature Code dialog opens New feature code Details Feature code Description Owner No owner Screen calls No Allow callers to enter this feature code in Yes attendant
13. eturn to the main menu Help t Exit To create the temporary greeting 1 A SS R Dial 1 from your phone Press 0 Press 4 Record temporary greeting and follow instructions Press Press 1 Hang up To delete the temporary greeting 1 d vaid Dial 1 from your phone Press 0 Press 4 Press 2 Hang up To access your messages via telephone 1 Dial the voicemail access feature code 1 by default If your telephone forwards to a mailbox you will be logged in automatically If not you will be asked for a mailbox and password Alternatively dial the voicemail login feature code and you will always be asked for a mailbox and password Follow the prompts to navigate the menus To access your messages via remote location i e cell phone home phone etc 1 Dial into your office 2 During greeting Thank you for calling enter 864 VOI a good way to remember 3 Enter mailbox number your extension 4 Enter PIN Transferring and Conferencing Transferring To transfer a call Caller is announced prior to transfer 1 Press Transfer 2 Dial Number 3 Press Transfer again after announcing the transfer To blind transfer a call Caller is not announced prior to transfer 1 Press Transfer 2 Press Blind Transfer 3 Dial Number Conferencing To conference a call 1 After call is accepted dialed press Conference 2 Dial Number 3 Press Conference again 4 Conference time
14. ices Top lists Transactions View rate plan The reports can be understood as follows Active Calls Shows calls in progress when the page is loaded By default this shows calls for telephones in your own customer If you are logged in as a reseller you can also view calls for your customers Call History Shows calls which have finished It has the same options for customers as active calls plus options to select customers by billing type Invoices Shows invoices which have been saved permanently Transactions Shows any changes to customers balances which are not associated with calls View Rate Plan This report has no filter or sort options 2 Select the report you wish to view Voicemall Voicemail Structure Dial into Voicemail 1 Listen to voicemail messages 3 Advanced options Reply Envelope Play previous message Repeat current message Play next message ND U B amp W Ha Delete current message Forward message to another mailbox Save message in a folder O Help rewind during message playback t Exit skip forward during message playback 2 Change folders A menu is then played of existing folders Exit 3 Advanced options 5 Leave a message Return to the main menu 0 Mailbox options 1 Record your unavailable greeting 2 Record your busy greeting 3 Record your name 4 Record your temporary greeting 5 Change your password R
15. onado t 20 acnaiios 22 VOC ENTA TE En a TA A a 23 Accessing Voicemail denia 23 TRANSFERRING AND CONFERENCING o A E Emad E 24 Transierine and A Sealse E ae ee 24 Introduction This Digitel User Manual is designed to guide you through all the features and procedures that are available to you the user The features you have available to you when you login depends on the plan you have purchased from Digitel It works like this Your user account lets you see only those features that you have permission to use If you need something that does not appear on your screen when you login contact your salesman to request the service you require Understanding the Workspace Your personal user home page shows only those features that you are allowed to access Home Demo Customer v Help Welcome to Digitel rel SYSTEMS Actions Your Digital Phone System Messages Commerce 3 Reports There are three sections of the screen that are important Features B Settings l E 1 The top right of the screen displays your user login name 2 The center screen displays specific instructions that are relevant to you 3 The menus to the left of the screen contain shortcuts that you need to perform your user functions Features Understanding the Features Menu Digitel Systems features are grouped under the Features menu You can view the available features by clicking Features from the list of menus to the left of the
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17. road Setting up Classes of Services Classes of service allow you to control which numbers telephones may call The called number is matched against the prefixes in the class of service and the longest matching prefix is used For example calls to international numbers can be barred except for a single number which is specifically permitted Alternatively a single number can be barred if an employee is making unauthorized calls to it To set up a new class of service 1 Goto Features Classes of Service The New Class of Service dialog opens New class of service Name Description Internal calls Allow External calls Allow Can be overridden by exceptions once saved 3 Name the group enter a description and choose to allow refuse internal and external calls 4 Click The new class of service is saved to the reseller user account Setting up Conference Calls To set up a new conference 1 Goto Features Conferences The Conferences dialog opens New conference Conference code 416237 Description Owner Administrator PIN Talk PIN Listen PIN Maximum people in conference Ask callers to record name Play music to first caller Duration of conference First conference starts Repeats Total number of conferences Callerid for notification calls No owner No limit No Yes Permanent 2010 August MI 2388 18 Does not rep

User Manual - Digitel Systems

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