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Shaw Business Hosted PBX User Guide

1. To Record a Custom Greeting using the PC microphone select the microphone icon to open the Flash wave plug in that allows to record play and upload the Custom greeting 3 Check or uncheck Enable first level extension dialing This feature allows the caller to interrupt the greeting and dial an extension without having to select an option first This feature is more convenient for callers who know the extension of the person they want to reach 4 Specify menu options for callers The same required data and available options for Submenus are applicable for menus Please refer to the Submenu section for details Specify menu options for callers Configure the Sub Menus Configure the Sub Menus 16 7 Click Save _ Business Hours After Hours Holiday Hours Business Hours TesttimeSchedule V This value applies for both Business Hours and After Hours tabs Business Hours Greeting Default Greeting Greeting Rec 040215 1023 78 wav amp Load person Fan BETA CH i i Im Call Policies View or modify Call Pohcies for the User no Privacy Connected Line Identification Privacy on Redirected Calls Privacy For External Calis Privacy For All Calls Never Send Call Being Forwarded Response on Redirected Calls internal Calls an Calis ED Set after hours menu Use the After Hours Menu tab to specify the dialing menu of prompts and actions to be used outside
2. Custom Greeting to be played during holidays To Record a Custom Greeting using the PC microphone select the microphone icon to open o the Flash wave plug in that allows to record play and upload the Custom greeting 4 3 6 7 a 5 View or modify Call Policies for the User No Privacy Privacy For AN Calls Never Send Call Being Forwarded Response on Redirected Calls C internal Calls AN Calls 3 Check or uncheck Enable first level extension dialing This feature allows the caller to interrupt the greeting and dial an extension without having to select an option first This feature is more convenient for callers who know the extension of the person they want to reach 4 Specify menu options for callers The same required data and available options for Submenus are applicable for menus Please refer to the Submenu section for details Specify menu options for callers 18 19 Record custom greetings Follow these steps to record Custom greetings for the Business Hours After Hours and Holiday menus of any Auto Attendant in your group by calling the Voice Portal Note To use this method the Group Voice Portal extension and the Group Voice Portal Administrator password are needed Log in to the Voice Portal as the administrator from any phone Access the voice portal from a phone within your group dial the Group voice portal extension or 96 At the login prompt for a
3. Greeting C Default Greeting Si Personal Greeting Rec 110214 1604 40 wav i Load personal greeting C Users Put After Hours Dialing Menu CT Enable first level extension dialing transfer To Operator l ik SIL lt Name Dialing Transfer To Submenu eer BanEg x y ee ha a Call Policies View or modify Gall Policies for the User No Privacy Connected Line Identification Privacy on Redirected Calls C Privacy For Extemal Calis Privacy For All Calls Never Send Call Being Forwarded Response on Redirected Calls _ intemal Calls all Calis Configure the Sub Menus Configure the Sub Menus Set holiday menu 5 Click Save Use the After Hours Menu tab to specify the dialing menu of prompts and actions to be used Business Hours After Hours Holiday Hours during holidays In the End User Portal web Interface Holiday Schedule TestHo daySchequie Holiday Hours Greeting Group Services gt Site Services gt Auto Attendant gt Select lt Select an Auto Attendant gt ane Profile gt After Hours Tab Personal Greeting Rec 040215 1515 63 wav 1 Specify the Holiday schedule Select a Holiday Schedule from the drop down list The greeting i Load personal greeting Browse and dialing menu defined in this menu apply during these holidays Holiday Hours Dialing Menu 2 In the Holiday Hours Greeting section select Personal Greeting and record or upload the miO
4. being transferred to the operator and the call is transferred to the number in the Details column All operator functions of the auto attendant will use this transfer path once this operator phone number is set Transfer To The caller is transferred to the indicated submenu and played the Submenu greeting defined for that submenu Name Dialing The caller is provided with access to name dialing and asked to enter the name of the party they are trying to reach using the phone keypad The caller is played the name of the called party and is then transferred Extension Dialing The caller is provided with access to extension dialing and asked to provide an extension The caller is played the name of the called party provided and then is transferred Repeat Menu The Menu or Submenu greeting is played to the caller Return to Previous Menu The caller is transferred to the previous menu and the greeting for the previous menu Is played This option is only available in the Submenu selection ext The caller is thanked for The caller is thanked for calling and the call is released and the call is released Indicates that no action has been selected Menu greeting is played to the caller after an error message Configure the Sub Menus Configure the Sub Menus Note If an action that requires a phone number is selected Phone numbers can include the Feature Access Code prefix to activate Direct Voice Mail Transfer 55 to transfe
5. business hours In the End User Portal web Interface Group Services gt Site Services gt Auto Attendant gt Select lt Select an Auto Attendant gt Profile gt After Hours Tab 1 Specify the Business Hours schedule Select a Time Schedule for the Business Hours from the drop doun list This value applies for both Business Hours and After Hours menus The greeting and dialing menu defined in this menu apply outside business hours 2 In the After Hours Greeting section select Personal Greeting and record or upload the Custom Greeting to be played during business hours To Record a Custom Greeting using the PC microphone select the microphone icon to open the Flash wave plug in that allows to record play and upload the Custom greeting 17 To Upload a Custom Greeting click on Browse to locate the Pre recorded file 3 Check or uncheck Enable first level extension dialing This feature allows the caller to interrupt the greeting and dial an extension without having to select an option first This feature is more convenient for callers who know the extension of the person they want to reach 4 Specify menu options for callers The same required data and available options for Submenus are applicable for menus Please refer to the Submenu section for details Specify menu options for callers 5 Click Save Business Hours This value app es for both Business Hours and Afilar Hours taba After Hours
6. passcode or star key press Enter the Group Voice Portal extension followed by the pound key Enter the Voice Portal Administrator password followed by the pound key 2 The Group voice portal announces the Administrator main menu To change an Auto Attendant s greetings press 1 To go to the Branding Configuration menu press 2 To change your passcode press 8 Administrator password To exit the voice portal press 9 To repeat this menu press the pound key 3 Press 1 to change an Auto Attendant s greetings 4 Enter the extension for the auto attendant followed by the pound key Only if there is more than one Auto attendant in the group 5 Follow the prompts to change any of the Business Hours After Hours or Holiday greetings To change the Business Hours greeting press 1 To change the After Hours greeting press 2 To change the Holiday greeting press 3 20 For customer care and technical support Call 1 877 742 9249 Email inquiries shawbusiness ca Follow us on Linkedin linkedin com company shaw business
7. Shaw Business Auto Attendant User Guide Contents Steps EO Setup am PTO ACESMOANE nr mn eee oem 3 Plan your Auto Attendant SUCTUS de ee cn eee 4 Prepare CUSTOM greetings for each MENU and SUD MENU ccccscssecssssssscosssssssssessssesssscssecsssssessstecessssessesssenseess 5 Providing Custom greetings for Menus and Submenus using the End User Portal web Interface 7 Recording Custom greetings for the Business Hours After Hours and Holiday menus by CAO TE VOIES POS eee ee ed een 7 Configure time and holiday schedules for your organization sn 8 Add the holiday schedule TOR the organizati N RSR node 10 Configure the Auto Attendant profile OPTIONS 11 conogue Men MOMUS erea ener mre renee NG 12 Set business MODE Ie Re ie ae a on a en 15 Set OF COE POUN MON nec i a re ie 16 ol aie als SR TENU ee ee re 18 RKecord customi GS VS annee Re Re Re Re Re en 20 The Auto Attendant serves as an automated receptionist that answers the phone call and provides a personalized message to callers It can be configured to provide callers with the option to connect to the operator dial by name or extension leave a message listen to a greeting or connect to configurable destinations Steps to setup an Auto Attendant Plan your Auto Attendant structure Prepare Custom Greetings for each Menu and Sub menu Configure Time and Holiday Schedules for your organization Set up the Menus and Submenus Call the Auto Attendant numbers to test y
8. an be found in the section SET UP THE MENUS AND SUBMENUS Recording Custom greetings for the Business Hours After Hours and Holiday menus by calling the Voice Portal It is possible to record the Custom greetings for the Business Hours After Hours and Holiday menus by calling the Voice Portal and login as the Group Voice Portal extension with the Voice Portal Administrator password NOTE Greetings for Submenus cannot be recorded through the Voice Portal Steps to record the Menu greeting using the Voice Portal can be found in the section 4 6 RECORD CUSTOM GREETINGS FOR THE BUSINESS HOURS AFTER HOURS AND HOLIDAY MENUS BY CALLING THE VOICE PORTAL ALTERNATIVE TO THE WEB USER PORTAL Configure time and holiday schedules for your organization Configure time and holiday schedules for your organization Configure a Time Schedule for your organization s Business Hours and a Holiday Schedule for your organization s holidays Note The Group administrator can manage the Group Schedules in the End User Portal web interface If you do not have a Group administrator this section will be completed by Shaw on your behalf Add the time schedule for business hours The Group administrator user can perform this task in the End User Portal web interface Group Profile gt Time Schedules gt Add New Schedule To edit select the tab of an existing Time schedule and go to section 2 1 3 The Group Time Schedule page Shaw Busin
9. ess SmartVoice G Enterprise roup User Customer Training 06035 Training Office 06035 01 Al Users aCe Dashboard Group Profile Departments Manage Users Group Services Utilities Directory Disaster Redirect Call Details Y Site Info Time Schedules Holiday Schedule 2 Click OK This creates a schedule with no events 3 Select the tab of the created or existing schedule to display the week calendar Note An empty schedule that is a schedule with no events is considered by the system as always applicable To add an event click and drag the mouse from the start time until the end time of the Business day for each weekday Shaw Business SmartVoice Enterprise Group User Customer Training 06035 Training Office 06035 01 Al Users Dashboard Group Profite Departments Manage Users Group Services Uuties Directory Disaster Redirect Call Detaits Time Schedules To remove an event click on the red X at the top right corner of the event box Shaw Business SmartVoice Enterprise Group User Customer Training 06035 Training Office 06035 01 28 Users Dashboard Group Profile Departments Manage Users Group Services Utilities Directory Tame Schedules Hobday Schedule 4 Click on Save to save the changes in the Time schedule Add the holiday schedule for the organization The Group administrator User can perform this task in t
10. he End User Portal web interface Group Profile gt Holiday Schedule gt Add Holiday Schedule Or select Edit at an existing Holiday schedule and go to 2 2 2 The Group Holiday Schedule page appears Shaw Business SmartVoice Enterprise Group User Customer Training 0S0ASLE Tr ning Office 00035 01 AS Users vi Se Dashboard Group Profile Departments Manage Users Group Services Utilities Directory Disaster Redirect Call Details I v Site info Time Schedules Holiday Schedule 1 Click Add Holiday Schedule The Add Holiday Schedule window appears 2 Enter the name for the Holiday schedule the list of non business days and click on Save Holiday Date Start Date End Recurrence ereer o l Joss JS free 10 Set up the Menus and Sub Menus Note The Group administrator can manage the Menus and Submenus in the End User Portal web interface If you do not have a Group administrator this section will be completed by Shaw on your behalf The menus are configured in the End User Portal web Interface by the Group administrator user Group Services gt Site Services gt Auto Attendant gt Select lt Select Auto Attendant gt gt Profile Configure the Auto Attendant profile options Select the options for the Auto Attendant Description Scope of Extension Dialing Specify whether extension dialing applies across the Enterprise Group or Department of the Auto Attendant Scope of Name Diali
11. nal Greeting and record or upload the Custom Greeting to be played when the caller selects the submenu To Record a Custom Greeting using the PC microphone select the microphone icon to open the Flash wave plug in that allows to record play and upload the Custom greeting 5 Check or uncheck Enable extension dialing at any time This feature allows the caller to interrupt the greeting and dial an extension without having to select an option first 13 6 Specify menu options for callers The required data applies for Submenus and Menus For each option provide the following data Field Description A key on a telephone keypad to which you can assign an action aa of the menu option action Select an action to be performed when the Select an action to be performed when the key is pressed by the caller is pressed by the caller Details Appears for actions that require additional data such as a phone number or submenu name The Action control offers the following choices for Menu and Submenus Action Explanation Transfer With This informs the caller that is being transferred and transfers the call to Prompt the phone number or extension provided in the Details column Transfer Without This transfers the call to the phone number or extension provided in the Prompt Details column without playing any prompt to the caller Transfer To Operator The caller is played a message informing them that they are
12. ng Specify whether name dialing applies across the Enterprise Group or Department of the Auto Attendant Name Dialing Entries Define how a caller should say the name of the person they want to reach LastName FirstName The caller must first enter the last name of the person and then enter the first name LastName FirstName and FirstName LastName The caller can enter either the last name and then the first name of the person or the first name and then the last name Time Zone GaaT o7 00 Canada Mountain Time T Scope of Extension Dialing Enspiss U Group C Deganiment Scope of Name Diling Enserprise Group Deparment Name Dialing Entries Last Name First Name Last Name First Mame and Firat Name Last Name Configure the Sub Menus Configure the Sub Menus 12 The Submenus are used to build multilevel menus In the End User Portal web Interface Group Services gt Site Services gt Auto Attendant gt Select lt Select an Auto Attendant gt gt Submenus Follow these steps to Add every Submenu needed for the Auto Attendant The Edit submenu screen has the same options available as the Add submenu and the same steps can be used to manage the submenu 1 On the Auto Attendant Submenu page click Add Calls Utilities 2 The Auto Attendant Submenu Add page appears 3 In the Submenu ID text box enter a name for the Submenu 4 In the Submenu Greeting section select Perso
13. our design Plan your Auto Attendant structure Prepare custom greetings for each menu and sub menu Map out the structure of the Menus Business Hours After Hours and Holiday and Submenus Here is a sample Auto Attendant structure Administration Department Submenu Business Hours Menu O Operator 1 Extension dialing 2 Name dialing 3 Administration 4 Customer Service 5 Hours O Operator 1 Extension dialing 2 Name dialing 3 Jean Smith Repeat menu Return to main Customer Service After Hours Menu Submenu O Operator 1 Extension dialing O Operator 1 Extension dialing 2 Name dialing 3 Hours 2 Name dialing 3 Orders Repeat menu Return to main Holiday Menu O Operator 1 Extension dialing 3 Hours Hours of Operation Submenu i Repeat menu Return to main Notes Extension dialing can be enabled in each Menu and Submenu to allow the user to dial an extension without having to select an option first There are controls for the scope of extension and name dialing to determine whether calls can be directed to users in the same group department or enterprise Custom greetings that include each key defined in the menu are needed to be voiced to the caller They can be recorded using the End User Portal web interface or pre recorded in an audio file Note If Custom greetings are not defined for each Menu and Submenu the
14. r automated name directory press 2 To reach Jean Smith press 3 To repeat this menu press the pound key To go back to the previous menu press the star key To reach the operator press O or stay on the line Customer Service Submenu Greeting You have reached the customer service department of ABC Distributing To dial an extension press 1 To use our automated name directory press 2 To place an Order press 3 To repeat this menu press the pound key To go back to the previous menu press the star Key To reach an operator press O or stay on the line Hours of Operation Submenu Greeting Our hours of operations are Monday to Friday from 9 AM to 4 PM To repeat this menu press the pound key To go back to the previous menu press the star key Providing Custom greetings for Menus and Submenus using the End User Portal web Interface There are 2 ways to provide the Custom greetings for Menus and Submenus using End User Portal web Interface by login with the Group Administrator credentials Pre recording the greetings into audio files and uploading them into the menu or submenu Note About Pre recorded audio files Most common audio file extensions supported Wav mp3 etc e Audio recorded for less than 10 min 40 sec Must be smaller than 16MB Recording the greetings using you PC microphone directly to the menu or submenu Steps to Upload or Record the Custom greetings c
15. r calls directly to the mailbox of a phone number or extension in the same group For example 55 4035551234 Callers who do not press any key in a Menu will be transferred to the operator If no operator is configured the call will be terminated Callers who do not press any key in a Submenu after the greeting has been played three times will be forwarded to the operator If no operator is configured the call will be terminated 7 Click Save the server Click Save to commit the E iene ding fone aes B lean smn Tater wath Prompt V x Return to man Return to Previous Men Repeat menu Repeat V Bote Callers whe do mol press any key after ihe greeting has been played three times will be forwarded bo the operator fine operator is configured the call vall be terminated 14 15 Set business hours menu Use the Business Hours tab to specify the dialing menu of prompts and actions to be used during business hours In the End User Portal web Interface Group Services gt Site Services gt Auto Attendant gt Select lt Select an Auto Attendant gt gt Profile gt Business Hours Tab 1 Specify the Business Hours schedule Select a Time Schedule for the Business Hours from the drop down list This value applies for both Business Hours and After Hours menus 2 In the Business Hours Greeting section select Personal Greeting and record or upload the Custom Greeting to be played during business hours
16. system will play default greetings that may not be related to the options in the Auto attendant menus and submenus Tips List Menu options in a predictable order List menu options that transfer to the operator last To reach the operator press O or stay on the line Define custom greeting contents For the sample menu the following custom greetings will be required Welcome to ABC Distributing If you Know the extension of the party you are trying to reach dial it now To use our automated name directory press 2 To reach the Administration department press 3 To reach Customer Service press 4 For our regular Business Hours press 5 To reach the operator press O or stay on the line After Hours Menu Greeting Welcome to ABC Distributing Our offices are now closed To reach an extension dial 1 To use Our automated name directory press 2 For our regular business hours press 3 Thank you for calling Holiday Menu Greeting Welcome to ABC Distributing Our offices are closed for holidays To reach an extension dial 1 For our regular business hours press 3 Thank you for calling Prepare custom greetings for each menu and sub menu Recording the custom greetings Administration Department Submenu Greeting You have reached the administration department of ABC Distributing If you Know the extension of the party you are trying to reach dial it now To use ou

Shaw Business Hosted PBX User Guide

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